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Topic # 189142 18-Dec-2015 05:26
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Have been with Spark for three years and decided to try 2 degrees. Moving houses again and signed up online for Unlimited Naked Vdsl. I then received the modem after a couple of days. I have moved houses several times with Spark and I get a tech to install a master filter for VDSL every time (free for a 1-yr contract). That said, I gave 2D a ring to check if they've organised the same for me.

First agent I spoke with said I don't need a master filter for a Vdsl. He even said he has the same setup at home. I have told him the tenants before us were with Spark on adsl only. All 4 rooms had jackpoints with adsl phone filters plugged in. But again, he insisted I don't need it.

Unconvinced, I ended the call and rang again the next day hoping to get another agent that can better assist me. Lo and behold, I have (or so I thought). She said yes it is needed for Vdsl and she will organise a tech visit with chorus for me. I've asked her several times, is it free just like Spark and was told yes.

Rang two days after to check progress as I didn't get any Comms from chorus (was advised I would be). Agent said, sorry, we're not sending one to you as you don't need it. I said I was told otherwise in my previous call. He said they'll check the audio recording and will do what I've been told will be done. I asked when I can call back to check on this issue again and was advised after 24-hrs. Rang them yesterday and spoke with a lady who told me again, no you don't need a master filter as you are only getting a naked Vdsl. Master filter is just for Vdsl + phone line.

I am no expert but based on what I've read, this is not the case. Was advised if I want one, it will cost me $199. I have explained I could have gotten this free with Spark, was told different stories and was advised you may waive it if proven that I was given false information. They checked again and said nope, the agent will be coached and trained further only but it will still be $199. I've had enough at that point and just asked to cancel the connection which they wholeheartedly accept. Talk about being under valued as a new customer. Have rang spark after and organised new connection with them. Sweet as. Tech visit scheduled, etc.. Master filter free.

It was a disappointing and frustrating experience with 2D. Why did I jump ship? I read reviews how good they are (well how good Snap was). Now, I'll get no internet connection until the 24th. Could have had the connection early! I'm not getting a refund for $15 postal fee. I need to ship modem to Chch to avoid $249 Etc. I should have known better to check about fees, etc. But it would have helped if there was transparency from the very start.

Sorry for the long post. Just venting.

Now waiting to get back to Spark. Funny was I've never had a problem with them. Gutted why I even tried other ISP.

Rudi from Palmy

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  Reply # 1452792 18-Dec-2015 07:38
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yep from the sounds of things from a few posts over the last 6 months or so 2D haven't been offering master filter installs.

This is at the potential detriment of the customers connection and also others on the same cable in their local area.

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  Reply # 1452795 18-Dec-2015 07:46
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Jase2985: yep from the sounds of things from a few posts over the last 6 months or so 2D haven't been offering master filter installs.

This is at the potential detriment of the customers connection and also others on the same cable in their local area.


This. Very short-sighted IMO.

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  Reply # 1452799 18-Dec-2015 07:52
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*grabs popcorn and awaits sbiddle blog post entitled
"Thinking of moving to 2degrees? It's a case of buyer beware"

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  Reply # 1452832 18-Dec-2015 08:44
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NonprayingMantis: *grabs popcorn and awaits sbiddle blog post entitled
"Thinking of moving to 2degrees? It's a case of buyer beware"


Lol! Now i have to clean the coffee stain on my shirt!

I guess they just follow what others doing.

No filter for naked connection.





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  Reply # 1452836 18-Dec-2015 08:50
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sidefx:
Jase2985: yep from the sounds of things from a few posts over the last 6 months or so 2D haven't been offering master filter installs.

This is at the potential detriment of the customers connection and also others on the same cable in their local area.


This. Very short-sighted IMO.

 

It would make more sense if they offered their service contract free. I reckon they should should include it.

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  Reply # 1452838 18-Dec-2015 08:53
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nakedmolerat:

I guess they just follow what others doing.

No filter for naked connection.


who else is doing it?

dan

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  Reply # 1452843 18-Dec-2015 09:08
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I had a 2degrees VDSL install at my parents on Wednesday, with their IP Phone service (Snap Plus), which is essentially naked broadband, they installed a VDSL filter with a separate jack..

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  Reply # 1452844 18-Dec-2015 09:12
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I don't understand the big deal - I installed my own splitter with no experience, took me 5 minutes and about $30 I think.

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  Reply # 1452845 18-Dec-2015 09:12
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Jase2985:
nakedmolerat:

I guess they just follow what others doing.

No filter for naked connection.


who else is doing it?


BigPipe, Vodafone (the two i knew for sure)





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  Reply # 1452865 18-Dec-2015 10:26
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christherider: I don't understand the big deal - I installed my own splitter with no experience, took me 5 minutes and about $30 I think.


Not everyone can/wants to do that though. + not everyones cabling is highly accessable

well bigpipe is the cheap no frills service so thats to be expected

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  Reply # 1452963 18-Dec-2015 13:08
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Rktcabuay: Have been with Spark for three years and decided to try 2 degrees. Moving houses again and signed up online for Unlimited Naked Vdsl. I then received the modem after a couple of days. I have moved houses several times with Spark and I get a tech to install a master filter for VDSL every time (free for a 1-yr contract). That said, I gave 2D a ring to check if they've organised the same for me.

First agent I spoke with said I don't need a master filter for a Vdsl. He even said he has the same setup at home. I have told him the tenants before us were with Spark on adsl only. All 4 rooms had jackpoints with adsl phone filters plugged in. But again, he insisted I don't need it.

Unconvinced, I ended the call and rang again the next day hoping to get another agent that can better assist me. Lo and behold, I have (or so I thought). She said yes it is needed for Vdsl and she will organise a tech visit with chorus for me. I've asked her several times, is it free just like Spark and was told yes.

Rang two days after to check progress as I didn't get any Comms from chorus (was advised I would be). Agent said, sorry, we're not sending one to you as you don't need it. I said I was told otherwise in my previous call. He said they'll check the audio recording and will do what I've been told will be done. I asked when I can call back to check on this issue again and was advised after 24-hrs. Rang them yesterday and spoke with a lady who told me again, no you don't need a master filter as you are only getting a naked Vdsl. Master filter is just for Vdsl + phone line.

I am no expert but based on what I've read, this is not the case. Was advised if I want one, it will cost me $199. I have explained I could have gotten this free with Spark, was told different stories and was advised you may waive it if proven that I was given false information. They checked again and said nope, the agent will be coached and trained further only but it will still be $199. I've had enough at that point and just asked to cancel the connection which they wholeheartedly accept. Talk about being under valued as a new customer. Have rang spark after and organised new connection with them. Sweet as. Tech visit scheduled, etc.. Master filter free.

It was a disappointing and frustrating experience with 2D. Why did I jump ship? I read reviews how good they are (well how good Snap was). Now, I'll get no internet connection until the 24th. Could have had the connection early! I'm not getting a refund for $15 postal fee. I need to ship modem to Chch to avoid $249 Etc. I should have known better to check about fees, etc. But it would have helped if there was transparency from the very start.

Sorry for the long post. Just venting.

Now waiting to get back to Spark. Funny was I've never had a problem with them. Gutted why I even tried other ISP.

Rudi from Palmy


a master filter does nothing unless you have a POTS service on the line...

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  Reply # 1452965 18-Dec-2015 13:11
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sorceror: a master filter does nothing unless you have a POTS service on the line...

Wrong!




Chorus has spent $1.4 billion on making their xDSL broadband network faster. If your still stuck on ADSL or VDSL, why not spend from $150 on a master filter install to make sure you are getting the most out of your connection?
I install - Naked DSL, DSL Master Splitters, VoIP, data cabling and general computer support for home and small business.
Rural Broadband RBI installer for Ultimate Broadband and Full Flavour

 

Need help in Auckland, Waikato or BoP? Click my email button, or email me direct: [my user name] at geekzonemail dot com


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  Reply # 1452972 18-Dec-2015 13:18
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new wiring (which is a part of the filter install) makes a difference for sure, but a filter? please show me a link

the whole point of a filter is to take out unwanted frequencies used by POTS. if you don't have POTS or analog devices on the line you don't have those frequencies.

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  Reply # 1452998 18-Dec-2015 13:39
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@sorceror: That man knows what he's talking about ^  Reflections from unterminated stubs, etc

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  Reply # 1453012 18-Dec-2015 13:53
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coffeebaron:
sorceror: a master filter does nothing unless you have a POTS service on the line...

Wrong!


Can you elaborate why ?

I've no filter on my house (just have VDSL and phone is VOIP), the first jack point the modem goes into is not connected to any of the other jack points in the house (I put the airgap in as I thought I might make use of the analog phone ports on the fritz box to drive real phones in the house .. haven't done it yet as I use DECT from the Fritz).

I'd be interested to know if I can squeeze a bit more out of the connection :-)

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