Have been having intermittent issues over the past several months with our Vodafone cable broadband. Specifically, the connection to the outside world would disappear for a while and then resume. Sometimes the outage period would be really short, making it look like a website was slow to load. Other times it would last for minutes or longer and the browser would come back with timeout or DNS issues. The trouble with intermittent problems of course is that they are hard to diagnose.Over the same period our cable TV quality regarded badly - pixellation and patchy sound - but I just assumed that this was the dreaded T-box as that piece of junk has never been a stellar performer no matter how many replacements we've had. However, decided to roll the dice and put in for a service call and the message from the service technician was jaw-dropping: first the T-box is not able to be replaced and, secondly, apparently the (Vodafone-supplied) cable modem is DOCSIS 3 and is a bit dodgy on the current cable system since it has been moved to DOCSIS 3.5. Bottom line: the tech left having confirmed that the cable was sound, there were no issues that he could fix and that these issues were being seen by him frequently.Had a wee korero with Vodafone to see how I get a different broadband modem and that was most unsatisfactory from my perspective. They were insistent that I re-sign for 1-2 years. I responded that as I had lost all faith in their ability to provide a stable and reliable service I was not willing to re-sign and that, given I'd been with them for well in excess of a decade, they should consider signing me up on a month-to-month basis as a means of keeping a loyal customer. They were happy to do that but I would have to pay the cost of installation - the amount was in excess of $200 so I said they were having a laugh and to get back to me if they wanted to make a more reasonable offer. Unsurprisingly I never heard back from them.Long story short, I have cancelled the cable TV, ported my phone lines to VOIP with Hero, and am getting fibre installed (at which point I shall cancel the cable broadband). While I accept that there have been issues with fire installations, the reports I've had from this who I know with fibre is that they get reliable and fast performance. However, if I ever have issues with fibre I guess I can always crawl back to Vodafone and use the HFC offering - but at least once fibre is installed (for free) I have ongoing choice.Anyone else had a more reasonable response from Vodafone customer "service"???
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Legacy cable broadband is a basket case for me
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Is Vodafone Testing in Outer Malborough Sounds?
On 10 November I was walking around a remote property 19 km from the Bulwer Vodafone tower, checking connectivity with my Nokia TA-1050 mobile. Everywhere was showing 3G, about 13 Mbps down and 2 Mbps up, as I expect when in line-of-sight of the tower. In one location at 12:05 PM I was suddenly looking at an Ookla Speedtest showing LTE at 68 Mbps down and 15 Mbps up. I was able to repeat the reading immediately after, but 30 minutes later when traversing the same site it was back to 3G. Does anyone know if Vodafone is working on the Bulwer tower (the only one within reasonable range)? If so and I can soon expect fibre-like speeds then I will be very happy. The Bulwer tower has 3G on 900 MHz and 4G on 700 MHz (Band 28). Conditions at the time were steady rain and thick fog (a weird effect from the Wellington coast 70-90 km away not to be repeated ever?). Exact location and Ookla readouts can be sent by PM to anyone who can assist. Thanks in advance- my first post after lurking around for some time as a guest on this awesome forum.
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The number you have called is not currently active
So my work mobile is on Vodafone and today I received two phone calls, one from Wellington and the other from Auckland about an hour apart.In both cases, after about 20 seconds the call disconnected abruptly and then the following voice announcement played: "The number you have called is not currently active, or is invalid. Please check the number and dial again.The thing is, they called me not the other way around. The phone was on speaker and my hands were no where near it.iPhone XS Max with VoLTE enabled.I only get 2 bars of 4G where I live, could VoLTE be the issue if its switching between 4G and 3G? @Linux ?
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Vodafone Fibremax speed down to 100 down 20 up
Don't want to rant but just got off the phone with a vodafone ninja and that didn't my problem.I recently joined vodafone broadband from another provider since I have vodafone mobile it cut down my expenses a bit to have mobile / broadband from the same provider. Long story short I got fibre max and it worked fine with my UBNT Edgerouter X (700 Mbps down - 480Mbps up) , lastnight I felt my internet is sluggish and did a speed test and found out it's gone down to 100 Mbps down and 20 Mbps down.Had a chat with a ninja at 1:00 AM and she suggested to call a ninja on 0800 438 448 to get my router settings checked, called the ninja and he wants to send me a new vodafone modem so they can troubleshoot.Is there any other way I can get this sorted ? , I don't want another crappy router and I'm pretty sure there's no other issue in my home network.Thanks in advance for anyone reading this.
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SMTP in vodafone network
Firstly i get vodafone have stopped email services.Just interested if Vodafone still operates an smtp server somewhere on there network? (ihug/paradise/clear), just looking to route email notifications from a router and also security alarm via email. or if anyone has other known options (bar webmail varients of smtp)
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Vodafone - Flex Prepay technical issue
Anyone aware of some connections having technical issues at the mo?Family member topped up this morning, got confirmation plan renewed today but she's chewed through her remaining credit on data/texts that were supposed to be part of the plan. Rang up Vodafone to ask whats going on, was told a number of accounts are currently having this issue - to be resolved in max 5 days.Meanwhile the data, text and calling is not active on the number rendering the connection useless until the service comes back up or top up and pay casual rates.Any help/advice/info would be appreciated.
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VF Customer service - Non-existent :(
First of all, I've been a long time happy customer of VF and have always felt looked after with my plan upgrades, support, and service throughout my tenure. I've been a loyal customer with VF since 2006 (+ Paradise since 2001).Things are a lot different now and I'm disappointed. I've had enough of their CS and I really can't be bothered ringing them anymore after three months of unresolved basic issues since I upgraded my plan in August. My landline is the latest; it hasn't worked for the last four days and I haven't even logged the fault, instead choosing to (re)log all my issues here on GZ.My issues and concerns with my plan upgrade are as follows:I have always had two landline phone numbers associated with my account; a VF number (Ph. 977* - that I never used), and my original Telecom number (Ph. 383* - that I always use) that was ported to my account when I joined VF back in '06. I have repeatedly requested (from Day 1 of plan activation) to have this number reinstated only to be told, 'Please allow 2-4 days for reactivation' or 'I'm not sure why its taking so long', or 'The original provisioning order for a number swap wasn't put through correctly', and 'We're working on it".I have no idea why it stopped working in the first place when you gave me a new account number and plan - no one has ever explained this to me. After three months, it's still not working but I need this number back.Four days ago (18/11/19) my VF landline number/service stopped working while I was on a phone call to a VF CSR. Message: "The number you have called is not currently active, or is invalid. Please check the number and dial again.' I haven't logged this fault with VF yet, for the time being.As part of my plan upgrade and because of my new account number, it was made clear to me by Sales at the time that I would have to setup Direct Debit again if I so desired. My first invoice received even explained the various method of payment options available to me, and I chose and paid this invoice by manual internet banking. To my surprise when my second invoice arrived, Direct Debit payment method was activated without me granting VF the authority to use it. I phoned VF at the time to have DD cancelled and I also received an email from VF confirming that Direct Debit Authority has indeed been cancelled. But it hasn't been cancelled.Direct Debit payment is still in place as of today and I need it cancelled from my account.I signed up to Ultimate Home w/Voice and at the time, Sales mentioned that this plan also comes with VF TV to which I vaguely recall saying that I probably won't use it. IIRC, Sales mentioned that when the TV unit arrives to just put it aside if I don't need it. I can't remember if I said don't send it but if it is part of the plan that I'm paying for, then I would've expected the unit to arrive by courier, which it hasn't. Also, see Timeline below (9 September 2019) when I rang CSR and brought this subject up.Previously whenever I have upgraded my plan(s), grandfathered services attached to my account such as Best mates and Private phone number when I rang out, followed / transferred over at no extra charge. Obviously if this is no longer the case then I would expect to be told so. I did manage to get Best mates added at no cost (thank you) but who activated Caller ID on my account without advising me there is a charge? It certainly wasn't me and I'd appreciate a refund.I'm three months into my 12 month term and have spent a bit of time dealing with the new VF, so I'm wondering if VF will oblige in removing the Early Termination Fee from my account?I'm hoping someone from VF within NZ can look into my account.Thanks for reading. **Timeline of events with with more detailed information. Account number(s) and PlanNew/current: 457****** - Ultimate Home (From 24/8/2019)Previous: 158***** - FibreX 200 Unlimited (Up to 23/8/2019) 23 August, 2019Out of contract and signed up to new plan, Ultimate Home (12 months, HFC+ w/voice). Total $87.99 p/m (includes $20 p/m discount) as agreed on phone.New plan confirmation email received quoting the agreed price.Signed up with M*** from Sales. 29 August, 2019Slow speeds all day and lost broadband services at night.Logged fault with Vodafone over phone. 31 August, 2019No internet for 36 hours but Technician arrived on site (Sat. a.m), and sorted broadband.No new hardware, just a setup/backend issue. Got sorted by Tech over phone to Downers.Advised that landline service will come on later in the day. Landline issue:Around 2pm, checked VF VoIP number for 977**** and it works.However ringing my original ported Telecom number, 383**** (the one I use and have used since 2001) doesn't work. So I rang Downers about this, they checked and said to ring Vodafone sales and ask for a number swap - Ref # is my account number.Rang Vodafone sales, spoke to Ra*** ~ 3pm 31/8/19 . He had to check with his supervisor and got back to me with.Form has been filed for number swap but I need to wait 48-72 working days for a response. I also checked with Ra*** about the following grandfathered services from my previous account number and plan:Making sure my landline number is not published.My number remains private when I make calls.He said a request for these features has been put through. Ra*** also said he'll ring me back as soon as he hears back.I then notice that 'Caller ID' Add-on is activated (not by me) on my account but I have never been advised that there will be an additional monthly charge for this. Ra*** has never rung me back as of this writing. 6 September, 2019Rang Vodafone about my original Telecom landline number not working.Was told:Old phone number has been provisioned for a number swap and should be active by Mon afternoon (9/9/19) 9 September, 2019Rang VF on Mon 9/9/2019 - to follow up on my concerns. Confirmed on phone that:Landline number swap has been provisioned to get my old Telecom number back. Lady on phone said she wasn't sure why it is taking so long but it is being worked on. Also M*** (person who signed me up to new plan) will be informed and will ring me once there is an update. M*** hasn't rang me back as of this writing and old landline number still not working.Vodafone TV unit is being sent to me by courier. Part of my recent new plan upgrade; "Ultimate Home'. Vodafone TV hasn't turned up as of this writing.Confirmed my number is still unlisted (not on a registrar), and that when I ring out my number is private.Caller ID "Add on" was added to my account from Sign up, and is no charge (usually there is a fee for this). Latest invoice shows I am being charged for Caller ID.Best Mates - Lady I spoke to added this to my account (while I was on the phone) at no charge as this was already on my old account - a legacy service carried over. 30 September, 20191.05pmRang (spoke to M****) about updating me on my number swap, supply of VF TV, unauthorised direct debit on my account, and incorrect Vodafone Ultra Hub charge ($129.56 +GST) on my bill. He transfers me to Customer Care team but call was dropped/hung up on. 5.00pmRang (spoke to A******) - Initial order for number swap was not done correctly, a new/correct order has been put through. VF TV order done today too.This is the third(?) time I've been told this now. I then get transferred to billing (spoke to P*******) about reversing Ultra Hub charge, and removing the unauthorised direct debit. I explained that going forward I will be paying my bill manually.I also asked for an email confirmation which I received shortly after confirming that Ultra Hub charge has been reversed and the direct debit authority has been removed. Update: The Ultra Hub charge was reversed however the bill payment went ahead using direct debit and my manual bill payment was also processed on the same day putting my account into credit. My latest bill (Oct '19), shows that the unauthorised direct debit is still in place. 1 November, 20198.45amRang Vodafone to get a contact email address so I can write out all my ongoing issues regarding my account.Person I spoke to had to check with their supervisor and came back to me to advise there is no email address and it was best to talk to Customer service regarding my concerns. I ended the call as I have never had any luck talking to Customer service in the recent past. 13 November, 20194.30pmRang about my landline number still not working. Spoke to Me*** (went through the authorisation process) who transferred me to Sh***** (went through the authorisation process, again), who then transferred me to In***** from Migration team. In***** reassured me that my old Telecom number will be activated in 2-3 days and issued me a Reference ID number. I asked In***** if I can speak to him again on 18 November 2019 to follow up on this and he said I can't because he is going on holiday but don't worry about it as it will be reactivated for sure. 15 November, 2019Received email from Vodafone NZ stating that 'A technician will be coming out to install Fibre X at your place on 24/08/2019'. <- 3 months ago! 18 November, 201910.55am Rang about an update status on my landline issue.As I was talking to CS, phone call was dropped and since then, my VF landline service is not working at all. Voice message I get says "The number you have called is not currently active, or is invalid. Please check the number and dial again.' Note: Before the call was dropped, this CSR mentioned that it takes 3 months to organise a number swap which is the first time anyone has ever mentioned this to me; after repeatedly being told it takes 2-3 days for reactivation. 19 November, 2019No landline phone services working at all since yesterday morning phone call.Message: "The number you have called is not currently active, or is invalid. Please check the number and dial again.' 20-22 November, 2019No landline phone services working at all.Message: "The number you have called is not currently active, or is invalid. Please check the number and dial again.'
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Where did my prepaid balance go?
Our gate has a Vodafone Prepaid sim in it.It means you can open the gate by calling it from anywhere.The SIM makes no calls but needs a balance to remain active. The balance was $40. I happened to check the app today and the balance is now $0.Why might that be?
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Ugh...another Vodafone Customer support nightmare.
About 10 days ago we moved my retired mother over to the Vodafone Basic Home plan, which is cellular based service, providing 60 GB of data per month, and free national calling to landline numbers. Initially it seemed like we'd have a dream run, and everything went smoothly, and it seemed like it'd be the perfect service for her needs. Data was working from her computer, and the phone appeared to be working fine. We quickly noticed a few problems though, and it's been painful to resolve with customer support, with about five hours on the phone to Vodafone in the last few days...often repeating the same description and getting shuffled between billing/customer-support/sales teams.The initial problem that we'd noticed was that My Vodafone was reporting that she only had 20GB of data per month (not 60), and she was being charged for landline calls. After these calls in the last few days to try resolving this, My Vodafone is now reporting she is on a plan that provides her 60GB of data per month (but they did warn me it might try charging her $200 for breaking her 20GB plan to move her to the 60GB plan she originally signed on for - and to call back when that happens!?). We do notice her calls (in Kapiti) to my landline number (in Wellington) are still being charged per minute. Today she pointed out that all her out-bound calls to family members in Levin just give an engaged signal, and when those family members try to call her, they get a weird non-existent number type tone. I tried the same Levin number, and was able to successfully call it. I can also call her successfully. In case it's relevant, I'm on a Vodafone landline myself, but I suspect the two Levin numbers are not on Vodafone. (it's like she is only able to call or receive calls from Vodafone, not Spark)Is there a Vodafone customer support person here that could possibly look into it for me? I'm not sure I have the energy for another one of these very long unsuccessful calls just yet...
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Simply The Best
So, about 3 weeks ago I contacted VF and spoke to a retention CSR to terminate my TV service, but, still keep my existing broadband + phone service. Was told that would be fine, and the TV service would be disconnected by the next billing cycle.
Called up this evening wondering why they were still billing for the TV service, as it was agreed it would be disconnected. Was transferred to someone on the retention team, who apologized for the mixup and said they would resolve the issue straight away. Was told, they would terminate the TV service this evening.
So, about 30-40 minutes later, our internet is suddenly disconnected. However, the TV service, is running fine.
Called back, did the trouble shooting thing, and now internet will be out until Wednesday at the earliest, until a tech is available, and someone has to be home to let them in the house.
Could not transfer back to retention as they had gone home for the evening.
Vodafone. Simply the best. ??
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Adding VF Ph Number to White Pages?
Hi there,My folks have been with Vodafone for around a year on the Rural phone and broadband.The White Pages book was delivered today and they can see that they are not listed. Is this a thing that Vodafone does?(ps, I tried to log into the Vodafone Community to ask, but I can't log in there any more as there are no longer enough characters in the input field for my email address to enter the whole address.The 'Email' field allows 15 characters and my email address is 16 characters long.....)
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Backup of Ultra Hub configuration
Morning Long time member, handful of posts lol. I have the Vodafone Ultra Hub. I have been trying to configure the Parental Controls of it but unfortunately it is not applying when the button is pushed. It does create the rule, but when applying it to Parental Controls it says "Your changes have not been updated".I wasted 30-minutes of my life yesterday on the phone to Vodafone with an absolute idiot, who in the end could not help. His only suggestion was to reset to factory settings which apparently is recommended every 6 months which I found hard to believe.Reloading the firmware didnt help either.Im loathe to reset to factory settings as I have a lot of static ip's set etc. If I do a backup of configuration file what exactly does it save? I tried to look in the .bin file but alas its not readable which I thought would happen.
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Upgraded to fibre max from existing fibre 200 plan: issues and headaches, help needed!
After many, many calls (and two visits to a physical store) to VF's awarding wining call centre I'm now at the point of wanting to kick a cat just at the thought of continuing to waste my time.I have been attempting to transition from a Fibre 200 plan to the following new plan:Fibre max - achieved in partUnlimited data - achievedNaked - not achievedNo VF hub - not achievedNo cloud based VTF included - achieved after much consternation (I already have two Gen 2 boxes)No data protection - achieved only after I used the My VF to remove it Linked to a VF cell phone - achieved Speed tests are showing DL of 500-600Mb/s with UL of only 20-25Mb/s. I would expect the DL to be a bit faster (I except that the VF target of 700-900Mb/s is best case only), and the UL is exactly the same as I had before (expecting much, much better). I am using an EdgeRouter 4 configured as per the guide here on GZ and it was working fine on the previous Fibre 200 plan. No, I am not performing speed tests via WiFi.At present I can still use the land line so I can only assume I don't have a naked connection yet. Also, I would love a prepaid courier bag so I can return the VF hub, the same one I told the lovely call centre folks multiple times that I didn't need.Long story short:My new Fibre max connection is a little slow on DL, and unacceptably slow on UL - please fixI still have a landline connection - please convert to a naked connectionI have received a VF hub I don't want - please help me return it Cheers, a frustrated VF customer (one of many it would seem)
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simplex account, seibel account, "customer service", and other funny stories
This is not a "Vodafone bashing" attempt - I had pretty good service from Vodafone when I needed them during the past couple of years or so. 1. simplex account and seibel account2. customer service circularity3. SKY phone number in "My Vodafone"1.In August I had to renew my phone/broadband/SKY contract and in the process got given a new account number, say "xyz". A few days ago, I wanted to order fibre which had just now become available at my address (Titirangi). I identified myself, giving the account number "xyz", and eventually got referred to a Vodafone sales person (I presume), let's call him "A". He was very thorough, wanting to verify all my details (fair enough, records need to be up to date), and then asked which account I was calling about: "abc" or "xyz". Of course I only knew about "xyz" (and maybe the older account from before August, but this was not "abc").So he explained that "abc" was my "simplex account", whilst "xyz" was my "seibel account" (spelling?). Neither of us knew what that was supposed to mean. Anyway, we proceded, agreeing that I was only dealing with account "xyz", and we sorted that deal (although the promised confirmation email has not yet arrived). He ended the call by promising to get to the bottom of the "simplex account" story, and to ring back when he knew the details. About an hour later the result was in: "abc" was in a name unknown to me at an address in Lower Hutt, unknown to me. Neither of us able to understand how the system would mix us together. I suppose stranger things happen...2. On navigating the phone menu of Vodafone, the following emerged:0800 438 448 -> welcome -> provide phone number -> choose "sales" from there I got 2 options: "sales" or "customer service" Just for fun, I chose "customer service" To my surprise, I was greeted with "welcome to Vodafone..." and the merry-go-round could probably continue forever.3. I wanted to delete a particular KY TV service, and when I was on "My Vodafone" continued to "SKY Basic" "manage plan". This brings up a list of the services we are subscribed to, headed as follows:My Add-OnsTo add or remove channels from your plan, please call 0800 800 800Alas, this is the phone number of Lantern Insurance who would be most unlikely to be able to help.[Obviously, I have too much time on my hands, seeing I can be bothered by these trivia...]
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Cable internet help
A mate of mine has a super old Cisco DPC3008 and Netcomm Wireless NF5. The Netcomm has died and he's bought a new wifi router, plugged it in but it doesn't seem to be getting a DHCP address from the cable modem.Is DHCP the correct protocol, and it's not something wacky like PPPoE? Is there anything else I need to tell him to do to get it working? Do the cable modems still cache the MAC of the device plugged into them?
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simplex account, seibel account, "customer service", and other funny stories
This is not a "Vodafone bashing" attempt - I had pretty good service from Vodafone when I needed them during the past couple of years or so. 1. simplex account and seibel account2. customer service circularity3. SKY phone number in "My Vodafone"1.In August I had to renew my phone/broadband/SKY contract and in the process got given a new account number, say "xyz". A few days ago, I wanted to order fibre which had just now become available at my address (Titirangi). I identified myself, giving the account number "xyz", and eventually got referred to a Vodafone sales person (I presume), let's call him "A". He was very thorough, wanting to verify all my details (fair enough, records need to be up to date), and then asked which account I was calling about: "abc" or "xyz". Of course I only knew about "xyz" (and maybe the older account from before August, but this was not "abc").So he explained that "abc" was my "simplex account", whilst "xyz" was my "seibel account" (spelling?). Neither of us knew what that was supposed to mean. Anyway, we proceded, agreeing that I was only dealing with account "xyz", and we sorted that deal (although the promised confirmation email has not yet arrived). He ended the call by promising to get to the bottom of the "simplex account" story, and to ring back when he knew the details. About an hour later the result was in: "abc" was in a name unknown to me at an address in Lower Hutt, unknown to me. Neither of us able to understand how the system would mix us together. I suppose stranger things happen...2. On navigating the phone menu of Vodafone, the following emerged:0800 438 448 -> welcome -> provide phone number -> choose "sales" from there I got 2 options: "sales" or "customer service" Just for fun, I chose "customer service" To my surprise, I was greeted with "welcome to Vodafone..." and the merry-go-round could probably continue forever.3. I wanted to delete a particular KY TV service, and when I was on "My Vodafone" continued to "SKY Basic" "manage plan". This brings up a list of the services we are subscribed to, headed as follows:My Add-OnsTo add or remove channels from your plan, please call 0800 800 800Alas, this is the phone number of Lantern Insurance who would be most unlikely to be able to help.[Obviously, I have too much time on my hands, seeing I can be bothered by these trivia...]
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Vodafone's Current Fibre Plans
When I originally signed up for fibre I went with Vodafone's "Ultra Fast 30" plan, which had a limit of 30Mb/s. I decided not to go for their 100/Mbs plan as I didn't really need that speed.When I now look at Vodafone's fibre plans (https://www.vodafone.co.nz/broadband/internet-plans/) I can't see any mention made of speed other than some fine print saying "Actual user speeds will vary and are affected by various factors." Instead I see three plans of "Unlimited Broadband", "120GB Wireless" and 240GB Wireless".Are Vodafone's current fibre plans not based on speed any more? Do they not offer different speed plans?
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BLACK SCREEN Vodafone TV
Hello,I have a new Gen 2 vodatv box. A replacement to our gen 1 box issued to us to address the below issue which i'm still experiencing with the new box.When we turn the tv on we have the pleasure of the black screen when selecting VodaTV input or powering on the tv.New Sony 4K Bravia TV. Directly connected to the Vodafone TV box via HDMI1 with new current cable. Curent new Onkyo amp connected on HDMI3(ARC) for audio, working perfect for PS4, AppleTV, Chromecast which are plugged into it.Before I speak with voda again can I self resolve?Please and thanks,
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Vodafone network status - no current issues
What is the point of a network status page if it does not show unplanned outages?No downstream signal available on the cable modem but apparently there are no network issues? Yet, when you finally get through to tech support, they say they have technicians working on it. Not that sure that i believe that.
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HG659 - telnet or ssh access ?
Hello GZ,I'm looking for a modem with a recent chipset like BCM63168, I own the Spark modem HG630b but unfortunately the telnet access is locked by Spark password, and they don't want to give it !On trade me a find a lot a HG659, same chipset but they seem mainly come from Vodafone.Before buy one, I would like to know if a telnet or SSH access is possible, and what kind of command you can access ?I'm mainly need 'adslctl' or 'xdslctl' to be able do fine tuning of ADSL options.So if you have one, I will really appreciate your help.cheers,
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