14-04-2019 08:06 AM
We have struggled with the Vodafone TV service since we connected to fibre in December. Freezing screens, the "No internet connection" message, the indifferent Sky service. We finally gave VodafoneSky away and now only use the basic Vodafone connection. with Sky reconnected. Last night it failed again, just when we sat down to have some supper and watch a TVNZ catch-up (Mrs Wilson), the same message - "no internet connection" The internet connection was fine, out to the garage to check the modem and range extender, fine all lights on, check with the television, all lights on. Internet working fine on the computer. Supper going cold.
Struggling through your customer services for advice only to be told to check the lights or turn it off/on to restart is no longer OK, what worked with a Commodore 64 or Windows 3.1 is no longer acceptable in 2019.
I hope that this message is read by an informed Vodafone person who can explain what the problem is, and then tell us what action you intend to take to prevent this problem occuring. It has cost us nearly $1,000 since December 2018, and the service and content that you have supplied is not worthy of that amount.
Account no 868343
15-04-2019 09:44 PM - edited 15-04-2019 09:45 PM
Sorry to hear about the issues you've been having, we'll be in touch after looking into your specific account setup.
23-04-2019 10:01 AM
20-04-2020 01:15 PM
Hi Vodafone we are having similar issues to this post since upgrading to Fibre (apparently we would have beter connectivity and faster speeds for all wifi devices ) last December prior to this we were on Fibrex and had no problem with our connection our connection is intermittent, the coverage poor and it will cut out for no reason we know this isnt purely related to the covid 19 Lockdown overload as we have been having issues since we changed.
We live in the city and have no problem with our vodafone mobile wifi which our phones frequently flip into when there is no coverage .
We have Vodafone TV(apparently this would make our life easier) which in the middle of viewing suddenly turns to a black screen and tells us there is a problem with our internet connection this can happen several times during viewing .
After many long (some over 2 hours) conversations with Vodafone (admittedly a very helpful vodafone staff member in India doing his best to help) resetting and restarting everything (he said everything is working fine?) you have advised that the problem is due to too many wifi devices using the system (we are actually using less than we were in Dec on the old system ) you suggested we purchase a wifi booster for just another $99 this has made virtually no difference in connectivity or range whether we have it attached directly to our modem or in another part of our house.
We have wasted enough of our time waiting on endless phone calls (some over 2 hours ) to you Vodafone what is the problem here ?
According to you Vodafone we are on the ultimate family plan with the fastest Fibre best suited to our needs and there is nothing wrong with the network.
Account number 454556786
At this stage we are considering changing to a different service provider
20-04-2020 02:01 PM
The problem wont be your fibre. Fibre either works or doesn't, not go slow.
I imagine that if you only connect a PC or latptop to your modem by an Ethernet cable the speeds are ok
It sonuds like a wifi issue..
When you moved to UFB Fibre from FibreX did you change where you modem is located?
If you have lots of wifi devices, this will slow things a bit, but the location of any modem is critical. Check the wifi signal strength on your devices and follow these guidelines for how best to make wifi work. Never put the modem in a cuboard, on the loor or behind the TV.
If you have the Vodafone wifi Booster, it will work best as AP mode connected via Ethernet cable to the modem, it works worst in wifi repeater mode and any device attached to it will be half the speed of the wifi (this is because the booster will need to to resent all the data to the modem). Again, placement is important for this.
If you are only using the Booster for the Vodafone TV, ten make sure it is in Station Mode.
20-04-2020 02:09 PM
The modem is in a good place in the centre of the house(same position as our original modem when we were on Fibrex and had good connectivity)not in a cupboard or behind a or on the floor behind the TV.
We tried the booster attached through the modem and that made no diffence the issue here is not in speed it is in connectivity it drops in and out
20-04-2020 02:17 PM
You should try an ethernet device in at the same time.
If the ethernet cabled device still has internet and still good speed, when things drop out, then it is a wifi coverage issue
The fibre is the same no matter which provider you are with.
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