Disturbance in the force?

[Big Dave]

Thanks. Will give them a reasonable time to answer then onto it.

[Big Dave]

No response.

so I tried to post to the help forum - it will not accept my registration - several attempts - two browsers.

so

2 x 15 minutes on hold waiting to talk to support and they cut me off after 15 minutes of Jose Gonzalez.

sigh.

Meantime I'll dig out the modem - it's faster :-P

[Big Dave]

and I can't send Paul an email because I can't register.

[Big Dave]

27 minutes - nice young lady answered - fault logged - technicians to be dispatched.

[Big Dave]

What a PITA huh.

--------------------

Thanks for asking us a question! Have a look below for a quick summary of your query and our response.

If you need more info from us - simply go to my questions within the next 7 days, open up the question again and let us know what you want to find out.

Thanks for letting us help you find the info you needed!

To go to my questions, click here.


What's it about?
Fault: Slow Throughput/port speed #1081216

Our conversation
What did we say? (Andrew Carter) 07/01/2009 01.52 PM
Hi David,

Thanks for your email. There was not enough information given when you called us to lodge a speed fault. We need the outlined information to lodge a fault for the slow speed you are experiencing.

Kind regards,
What did you ask? 05/01/2009 01.03 PM
Thanks - I rang and spoke to a customer service person who has logged the complaint with your technicians.
--------------
What did we say? 05/01/2009 12.19 PM
Hi David,

Thank you for advising us of the slow speed issue you are experiencing, however we require more detailed information from you to assist us and wholesale Telecom faults with the investigation. Please perform the following tests and reply back with results. Thank you.

If you think your broadband is slower than normal, please have a read below before replying back.

Title: I've got Vodafone broadband and I think I've got a slow connection, what should I do?
URL: http://vodafonenz.custhelp.com/cgi-b...p?p_faqid=5602

If none of these tips help you'll need you to submit some speed-test data to us.

FULL SPEED TESTS

1. Firstly, note your broadband modem's Downstream and Upstream data for 'Noise Ratio/SNR margin', 'Line Attenuation', and 'Data Rate'. (You can find this in the Status ADSL in the modem's interface, please refer to the modem's instruction manual)

Title: How do i check my router/modem's connection speed?
URL: http://vodafonenz.custhelp.com/cgi-b...p?p_faqid=5759

(If you currently have an unsupported router/modem and unsure on how to retrieve your internal speeds then you will need to contact your router manufacturer.)

Title: I have a broadband modem or router that Vodafone does not support, where can I find help?
URL: http://vodafonenz.custhelp.com/cgi-b...p?p_faqid=5750

2. Online test: browse to http://www.vodafone.co.nz/broadband/speedtest/ and note your Download and Upload speeds. We require at least 3 speed tests (morning, afternoon and night over 18 hour period please also note down the TIMES and dates of tests) - while doing this test, it is very important you are not downloading any files or updates from the internet, otherwise the speed results will not be accurate.

3. Perform Traceroutes to two New Zealand and two international web sites.
Go to RUN > type in 'cmd' or 'command' > press 'OK' (this will bring up window called Command Prompt)

In the Command Prompt window type: (anywhere where the cursor is flashing)
tracert www.domainz.net.nz
and press ENTER.

For more help with trace routes refer to:
http://vodafonenz.custhelp.com/cgi-b...p?p_faqid=5793

Copy and save the resulting lines of data.
Repeat this process with the following web sites:
tracert www.nzdsl.co.nz
tracert www.cnn.com
tracert www.bbc.co.uk

4. 'Ping' two New Zealand and two international web sites.

Staying in the same Command Prompt window;

Type the following;
ping domainz.net.nz
and press ENTER.
Copy and save the resulting lines of data.

Repeat this process with the following web sites:
ping nzdsl.co.nz
ping cnn.com
ping bbc.co.uk

5 . Finally compile all the data and reply back to this email. Your reply will be prioritised so we can analyse the results quickly and lodge a fault if necessary.

Thank you for taking the time to do this.
----------------

[James Deuce]

Well that saved me a job.

Unfortunately that's the basic information required to ID the fault. The network and security guys here basically said to collect and send that kind of data as it's the only way to prove that you have an issue.

They've intentionally made the documentation difficult to follow. Ignore the bits to go off and read stuff and just collect the basic stuff they ask for.