UTV Connect residential customer base acquired by Vodafone Ireland

INFODAD · 01-07-2014 11:14am

galtee boy wrote: »

Of course your utv router works, any router will work unless you move to fibre, then you need a new socket and fibre capable router. All that happened at midnight, was that your account switched to Vodafone and your now on their terms unless you quickly tell them otherwise. My Vodafone router is still in the box and will stay there, until I decide to upgrade to fibre ( my area was fibre enabled only a few weeks ago ).

Oh so what was the point of the new router was that just for fibre? I'm glad if that's the case the router is a big honking thing much prefer my nice neat netgear. Thanks for the feedback

galtee boy · 01-07-2014 12:26pm

INFODAD wrote: »

Oh so what was the point of the new router was that just for fibre? I'm glad if that's the case the router is a big honking thing much prefer my nice neat netgear. Thanks for the feedback

I'm open to correction, but I read the booklet that came with the Vodafone router and I'm pretty sure it will work with both adsl and fibre. My current router didn't even come from UTV, I bought it in a local computer shop a few year's ago and it's still working fine, including this morning. I'm not sure why Vodafone sent out their routers, unless it's future proofing for fibre.

eagle eye · 01-07-2014 12:32pm

I have fibre broadband and I got a router from Vodafone, tried to get it to work yesterday but it wouldn't. My UTV Connect router is still working away and I have not got a text from Vodafone to change it.

galtee boy · 01-07-2014 1:16pm

INFODAD wrote: »

Oh so what was the point of the new router was that just for fibre? I'm glad if that's the case the router is a big honking thing much prefer my nice neat netgear. Thanks for the feedback

I'm open to correction, but I read the booklet that came with the Vodafone router and I'm pretty sure it will work with both adsl and fibre. My current router didn't even come from UTV, I bought it in a local computer shop a few year's ago and it's still working fine, including this morning. I'm not sure why Vodafone sent out their routers, unless it's future proofing for fibre.

INFODAD · 01-07-2014 2:17pm

galtee boy wrote: »

I'm open to correction, but I read the booklet that came with the Vodafone router and I'm pretty sure it will work with both adsl and fibre. My current router didn't even come from UTV, I bought it in a local computer shop a few year's ago and it's still working fine, including this morning. I'm not sure why Vodafone sent out their routers, unless it's future proofing for fibre.

Oh ok maybe for the future. I would love fibre but it may take some time to come to my area I pay for 24mb but only get between 12 and 15 which is better than a lot of places I know.

galtee boy · 01-07-2014 2:41pm

INFODAD wrote: »

Oh ok maybe for the future. I would love fibre but it may take some time to come to my area I pay for 24mb but only get between 12 and 15 which is better than a lot of places I know.

I've no experience yet of fibre, but people tell me that for normal web surfing, you don't see a huge difference between say 10mb and 40 mb, it's when you want to download load a movie or upload a file etc, that you see the difference that the higher mbs make.

Required Field · 01-07-2014 2:54pm

I've phoned UTV twice to say I didn't want to continue the account once the switchover happened. I was told it would be closed on Monday... yet here I am, and it still works. I'm having visions of Vodafone raiding my direct debit for a "cancellation fee" for a service I never accepted or wanted...

crawler · 01-07-2014 4:21pm

galtee boy wrote: »

I'm open to correction, but I read the booklet that came with the Vodafone router and I'm pretty sure it will work with both adsl and fibre. My current router didn't even come from UTV, I bought it in a local computer shop a few year's ago and it's still working fine, including this morning. I'm not sure why Vodafone sent out their routers, unless it's future proofing for fibre.

The Huawei HG658c will auto-detect if it is connection is ADSL or VDSL and works for both.

LaFleur · 01-07-2014 8:26pm

I'm currently a UTV customer, well I was one.

I phoned Vodafone earlier today to see what the situation was. I have to say their call centre staff are dreadful. One guy I spoke sounded bored and like he didn't even want to take the call. He told me I should plug in my modem this evening when I got home as all was now transferred to Vodafone.

I did that when I got home, but the red internet light came, and stayed on. I rang tech support and again brutal call centre staff. Asking why I had plugged in the new modem and why hadn't I waited for an engineer to visit?? I asked the chap why I needed an engineer. He told me it was because the engineer would turn on the fiber broadband. I informed him I already had fiber previously with UTV. He got flustered then and had to go off and check what to say next. Dreadful. Apparently I now have to wait for a text to say to swap out the modem. Is this true? Anyone else getting this wonderful customer service from Vodafone?

01-07-2014 8:39pm

My Vodafone crawled to a pathetic 0.01mps for two hours this afternoon.

Not impressed for the first official day of their service!

INFODAD · 01-07-2014 9:45pm

And so it begins

toffee69 · 02-07-2014 2:40pm

I am also a refugee from UTV but decided to go to Eircom instead of Vodafone. Got swapped over Ok after 2 days without broadband and 1 day without phone (supposed to be seamless changeover.) I agreed a good deal with Eircom for anytime calls to Ireland (+2 euro extra for calls to UK) and 7mb broadband (for price of 1mb I was told) and 30 mins to any irish mobile.
All this for 32 euro for 1st 6 months and 47.50 after that. I thought I was made. Received my first bill for 82.04 and hit the floor...rang them and was told they could find no trace of my deal with their sales team but agreed to give me a credit for 28.50. After persisting with my query they eventually tracked the girl I spoke with the first day and miracle of miracles they ''found'' my agreement. I though I was sorted but kept checking my eircom account on line for the credit. No trace of same day before they were due to take the 82.04 from my bank. I rang them and again was again told that there was no trace of my initial agreement and no trace of my credit....she checked with their ''Winback'' team and they told her that the best deal they could give me was 42.50 for 1st 6 months and I did'nt wait to hear the rest before I exploded.....she had now logged my complaint with the relevant section and I will hear in 10 days.....I was also supposed to get a call back last week but none came.....

Has anyone else had similar experiences in the recent past.....

Sully · 02-07-2014 3:57pm

Eircom doesn't compare to Vodafone price plan wise, IMO.

Talking €57.50 for unlimited BB, unlimited calls, a small amount of UK & Mobile calls.

Vodafone offer the same plan with unlimited UK calls for a lot less.

toffee69 · 02-07-2014 4:03pm

YES...BUT MY COMPLAINT WAS THAT I HAD A VERBAL AGREEMENT WITH THEIR SALES PERSON AND THEY ARE NOW TRYING TO RENEGE ON THIS...ALSO I HAVE SEEN SOME TERRIBLE EXPERIENCES ON YOUR THREAD ABOUT VODAFONE CUSTOMER CARE.. IHAVE HAD THOSE EXPERIENCES WITH VODAFONE MOBILE..IT WOULD SCARE YOU OFF....EIRCOM ARE NO BETTER...

Sully · 02-07-2014 4:30pm

toffee69 wrote: »

YES...BUT MY COMPLAINT WAS THAT I HAD A VERBAL AGREEMENT WITH THEIR SALES PERSON AND THEY ARE NOW TRYING TO RENEGE ON THIS...ALSO I HAVE SEEN SOME TERRIBLE EXPERIENCES ON YOUR THREAD ABOUT VODAFONE CUSTOMER CARE.. IHAVE HAD THOSE EXPERIENCES WITH VODAFONE MOBILE..IT WOULD SCARE YOU OFF....EIRCOM ARE NO BETTER...

Welcome to the world of sales, where often reps sell anything and everything to those who never check that the plan exists and companies rarely care about this unless a stink is created. The agreement would have been recorded. Your first bill will always be double too.

There is an eircom fourm on Boards.ie where their Customer Care will help out. The lads on Boards are fairly good.

So far, for me, Vodafone Customer Care has been more or less bang on.

toffee69 · 02-07-2014 4:33pm

OK Thanks...I did ask on several occasions if the calls were recorded and they said yes. I will try the Eircom forum....

02-07-2014 8:10pm

Day 2

and yet again my Broadband stopped again for 2 hours.

Finally got it back at half the speed of its norm!

Never had such problems with UTV and its only day 2 of Vodafone, a few more days of this and im off to Sky!

doney84 · 02-07-2014 8:53pm

Still haven't plugged in my Vodafone router & broadband is working fine using my UTV router & login details. Is anyone else experiencing this?

dragona · 02-07-2014 9:24pm

doney84 wrote: »

Still haven't plugged in my Vodafone router & broadband is working fine using my UTV router & login details. Is anyone else experiencing this?

Same here I've done nothing and all is working as usual

doney84 · 02-07-2014 9:30pm

dragona wrote: »

Same here I've done nothing and all is working as usual

I've even logged in to my UTV account and it is tracking my bandwidth used so far this month. Find that a bit strange if I'm supposed to be paying Vodafone from now on?

INFODAD · 02-07-2014 9:33pm

dragona wrote: »

Same here I've done nothing and all is working as usual

Yes me too haven't touched a thing and all is well. I believe this is ok as pointed out to me by sully the mod on here, it's just the line that's transferred over and nothing is changed only that.

doney84 · 02-07-2014 9:37pm

INFODAD wrote: »

Yes me too haven't touched a thing and all is well. I believe this is ok as pointed out to me by sully the mod on here, it's just the line that's transferred over and nothing is changed only that.

The fact that UTV are still monitoring bandwidth has me a bit worried that come the end of the month I'll get a bill from them & a bill from Vodafone ...

jdee99 · 02-07-2014 9:38pm

I opted out of the contract as I am moving soon and it should have all been terminated on change over day - still have phone and internet access!

spongerobinson · 02-07-2014 11:26pm

mine is all working the same as usual too. Also, I've noticed 'certain sites' that I think should be blocked by Vodafone, are still accessible, so I'm assuming everything on my end is still going through UTV's servers.

Required Field · 03-07-2014 12:14am

jdee99 wrote: »

I opted out of the contract as I am moving soon and it should have all been terminated on change over day - still have phone and internet access!

Same here. I phoned twice to opt out (second time after receiving the modem from VF...) but still have internet access that should've ceased on July 1st.

I've been on to Vodafone's community centre/forum/whatever over on their website to enquire what's going on and ask them to confirm I'm not going to be charged for a service I opted out of.

jdee99 · 03-07-2014 6:45am

Spoke to Utv three times to confirm it will be cancelled and they assured me it was all in hand - I am not holding my breath!

03-07-2014 11:49am

Ive now had 4 major dropouts in 3 days with Vodafone.

Time to change.

ipnet · 03-07-2014 1:59pm

Deleted User wrote: »

Ive now had 4 major dropouts in 3 days with Vodafone.

Time to change.

I had changed to another provider last month and notified Vodafone that I did NOT want their service. I had received welcome letters from my new provider to which I was getting broadband and phone service from. I was told today (by chance because of a line fault I reported) that Vodafone still took over the account on the 30th of june. I was told by my new provider that I would have to get a UAN number from Vodafone to take it back. Vodafone are refusing to give me this information. I also found out that Vodafone have my bank details and will start billing me.

Hence anyone that thinks they have avoided Vodafone by moving to another provider, think again. You will likely be billed by both providers and in a few weeks will loose the service from what you thought was your new provider. In addition you will likely have a contract with Vodafone that you might not be able to get out of.

styron · 03-07-2014 2:15pm

Your UAN is available under your old UTV account statement - small print beside monthly itemised list for <ph. number>

Required Field · 03-07-2014 2:21pm

Still discussing the matter with Vodafone over on their website. I've basically been told they can't guarantee I won't be charged by VF, and that I need to retain the service with them until my new provider takes over otherwise my order with the current provider will fail. I've asked for advice on what to do if I am charged by VF, as I have no intention of paying them for a service I never consented to. Also asked if they'll attempt to levy a cancellation fee for transferring from them as they now regard me as being bound to an 18 month contract I never consented to...

This is incredibly frustrating.

Required Field · 03-07-2014 2:26pm

Anyone know if Vodafone will be using the same Direct Debit mandate that UTV used, or will they be setting up a different one? If it's the same one I might be able to pre-emptively stop the idiots from draining my account.

styron · 03-07-2014 2:41pm

Welcome to Vodaphone at Home (pg. 8):

Common billing FAQs

When will the direct debit payment be taken from my account?

Your direct debit will be taken by Vodaphone on or after the 22nd of every month.
Following the switchover we will be in touch confirming your Vodaphone direct debit details as per SEPA regulations

The SDD Mandate

The SEPA Direct Debit (SDD) Schemes allow a creditor (biller) to collect funds from a debtor's (payer's) account, provided that a signed mandate has been granted by the payer to the biller. A mandate is signed by the debtor to authorise the creditor to collect a payment and to instruct the debtor's bank to pay those collections. Mandate forms to be completed by debtors (customers purchasing goods or services) are usually provided by creditors (retailers or service providers) themselves.

http://www.europeanpaymentscouncil.eu/index.cfm/sepa-direct-debit/the-sdd-mandate/

Required Field · 03-07-2014 2:44pm

styron wrote: »

Welcome to Vodaphone at Home (pg. 8):

Thanks for that; I didn't even look at the stuff that came with the modem, just shoved them all back into the envelope in a fit of pique.

ipnet · 03-07-2014 3:09pm

styron wrote: »

Your UAN is available under your old UTV - small print beside monthly itemised list for <ph. number>

Thanks, I had been led to believe this number was unique based on your broadband provider. No one at Vodafone would even tell me that, then again their customer support is terrible.

styron · 03-07-2014 3:31pm

ipnet wrote: »

Thanks, I had been led to believe this number was unique based on your broadband provider. No one at Vodafone would even tell me that, then again their customer support is terrible.

It's your unique line ID independent of all ISP's. I'd like to think Vodafone "Support" resistance was grounded in cluelessness and incompetence, rather than a sinister blackmail attempt to stay put by grabbing you by the UAN short n' curlies :pac:

styron · 03-07-2014 3:42pm

Required Field wrote: »

Thanks for that; I didn't even look at the stuff that came with the modem, just shoved them all back into the envelope in a fit of pique.

After 13 years with UTV my out of the blue 'Dear John' was picking up the surprise Modem from the post office last Friday. The loss of free UK off peak for 11 cent per Min anytime, has an 'old school' feel that's got me piqued too!

AmberSolace · 03-07-2014 8:52pm

"Changeover" was seamless if it can be called a "Changeover" - just an IP change, no increase in speed - indeed it's noticeably slower and a bit draggy. Did ask VF when Fibre would kick in and was offered NEW 18 month contract .....

WTF!

Is that legal? Thought I was getting speeds up to 100 Mbs but averaging at 3Mbs over the 3 days so far

My Package Vodafone Home Max
- - - - - - -

What you get with this plan

unlimited broadband usage allowance
unlimited anytime calls to Irish and UK landlines
200 minutes to Irish mobiles or over 20 top international landline destinations
30 extra minutes to call mobiles in Australia, New Zealand, USA and the UK
fibre speeds - up to Up to 100Mb at no extra cost
free modem
Free PC Protection for the first three months
Vodafone Mentor

crocked77 · 03-07-2014 9:10pm

chasm wrote: »

That's strange. When you select NGB are you sure it's definitely the unlimited option, I'm sure I added the option for unlimited after for my efibre package.
I am not sure about the 8c mobile phone option. Was that an add on ? If they still do it, it should be listed in their price list in the small print at the bottom of the page.

I got through to Eircom and they told me unlimited 5 euro off offer is only available for efibre which isn't in my area yet.

The website is a bit confusing on this as it takes you first to the NGB offer which seems to have the 5 euro off (confusingly with 30GB to Unlimited download usage) but once you go one screen further you see the real price which doesn't have the same 5 euro off as efibre.

On the plus side they gave me new customer so for the first 6 months it's cheaper and in a year I can look again in any case.

I sent back my modem to Vodafone and actually so far it seems to be pain free but I'm still expecting a bill to be honest.

UTV on the other hand don't seem to be easy to contact and I got no confirmation my account was closed from them at all which is a bit disappointing after all these years.

Azhrei · 04-07-2014 9:54am

toffee69 wrote: »

YES...BUT MY COMPLAINT WAS THAT I HAD A VERBAL AGREEMENT WITH THEIR SALES PERSON AND THEY ARE NOW TRYING TO RENEGE ON THIS...ALSO I HAVE SEEN SOME TERRIBLE EXPERIENCES ON YOUR THREAD ABOUT VODAFONE CUSTOMER CARE.. IHAVE HAD THOSE EXPERIENCES WITH VODAFONE MOBILE..IT WOULD SCARE YOU OFF....EIRCOM ARE NO BETTER...

Don't ever assume that any conversation you have with an Eircom employee will be read or put on record for another employee to see. I don't want to get into telling the story of our moving two doors over and the three weeks it took us - with our then-ISP UTV also banging on their door - to get us connected, but suffice it to say Eircom's customer service is ****.

I should know, I used to work with the company.

airuser · 04-07-2014 12:17pm

With both Eircom and Vodafone I did have poor service. From them I did learn to note times and dates of all conversations and the persons name. Note what is said then one has some chance.

However CS is note the number 1 concern with many companies in this sector

salnado · 04-07-2014 2:02pm

My new Vodafone modem is still sitting in its box. I haven't touched any settings on my existing UTV modem and my phone and broadband service is still working perfectly

So, has anyone who had UTV fibre actually done the switch to Vodafone? Did you get any notification to change out the modem? What did the process look like?

styron · 04-07-2014 2:53pm

AmberSolace wrote: »

"Changeover" was seamless if it can be called a "Changeover" - just an IP change, no increase in speed - indeed it's noticeably slower and a bit draggy. Did ask VF when Fibre would kick in and was offered NEW 18 month contract .....

WTF!

Is that legal? Thought I was getting speeds up to 100 Mbs but averaging at 3Mbs over the 3 days so far

Assuming you're in an area with available fibre coverage (stick your landline into step 2 to find out) obtaining the faster speed requires fibre installation from your master phone socket. Your new plan is uncapped, you're paying the same anyway and the new modem takes either fibre or traditional ADSL - so if you're in coverage it's a no brainer.

No one here appears to have been billed so far - but from the website under other charges fibre installation is free under a 24 month contract for "older plans"

(They've revamped broadband package offers in the last 24 hours - Simply Broadband, Simply Broadband Max, Simply Talk, Home, Home Extra, Home Max are all "older plans" now)

Comhrá · 04-07-2014 3:11pm

I'm changed over from UTV now just two weeks. Went from the regular UTV 8mbs broadband to Vodafone fibre.

New Vodafone modem in use and getting 72-75 mbs d/load and 24 u/load speed. I'm happy with that. I signed up to Vodafone Home for €40 p/m.

Seems ok to me anyway.

OneEightSeven · 04-07-2014 3:12pm

tippman1 wrote: »

I'm changed over from UTV now just two weeks. Went from the regular UTV 8mbs broadband to Vodafone fibre.

New Vodafone modem in use and getting 72-75 mbs d/load and 24 u/load speed. I'm happy with that. I signed up to Vodafone Home for €40 p/m.

Seems ok to me anyway.

I'd like to see a speedtest result of this 24Mb upload.

leex · 04-07-2014 3:28pm

Plugged in my Vodafone modem and all is working ok. I'd prefer to use existing modem though. Anyone know the settings inc Username and password etc?

Comhrá · 04-07-2014 3:46pm

OneEightSeven wrote: »

I'd like to see a speedtest result of this 24Mb upload.

You're correct.....my mistake. Upload speeds are around 18 mbs sec.

Just checked it now. Still fine for all my needs.

chasm · 04-07-2014 5:34pm

I switched to Eircom, they were meant to install on Wednesday but nobody turned up, phoned eircom and they said it was showing on their system that the guy had rescheduled the appointment (news to me) - after a bit of too-ing and fro-ing i was offered 2 months free and installation today if i decided not to cancel.
I will await the first bill to see if that happens!! Anyway, it was installed today and after some issues with the wifi settings on my laptop i got connected and am happy enough with the speeds -wifi seems slower than UTV 34/19 compared to about 40/20 with UTV, ethernet is faster than what UTV told me was my max speed?? I got 76/19 today compared with 46/20 with UTV. UTV told me the maximum my line was capable of was 50?? That said, once i switched to fibre with UTV the upload speeds were better than the download speeds i used to get on NGB lol

Regarding billing, i get a horrible feeling i may get 3 this month, one from utv for any calls i made in june, one from eircom and possibly one from VF as i don't know who was providing my line/BB from the 1st until this morning!

leex · 04-07-2014 10:27pm

leex wrote: »

Plugged in my Vodafone modem and all is working ok. I'd prefer to use existing modem though. Anyone know the settings inc Username and password etc?

Got sorted here - https://support.vodafone.ie/system/selfservice.controller?CONFIGURATION=1003&PARTITION_ID=1&CMD=VIEW_ARTICLE&LANGUAGE=en&COUNTRY=ie&USERTYPE=1&ARTICLE_ID=2266

I left the DNS at automatic.

All working ok.

Required Field · 05-07-2014 1:11am

chasm wrote: »

Regarding billing, i get a horrible feeling i may get 3 this month, one from utv for any calls i made in june, one from eircom and possibly one from VF as i don't know who was providing my line/BB from the 1st until this morning!

I've been having it out with VF over on their forum. If you continued to have service after July 1st and before your new service kicked in, then it was from VF, and they WILL be charging you. My new service is due to kick in on Monday, so I've to pay Vodafone 47.50 for the joy of 7 days of a service I never consented to (and phoned UTV twice to cancel).

chasm · 05-07-2014 1:52am

Required Field wrote: »

I've been having it out with VF over on their forum. If you continued to have service after July 1st and before your new service kicked in, then it was from VF, and they WILL be charging you. My new service is due to kick in on Monday, so I've to pay Vodafone 47.50 for the joy of 7 days of a service I never consented to (and phoned UTV twice to cancel).

I too phoned UTV and told them i did not wish to go with vodafone and would be switching to another provider. UTV said they would remove me - which i took to mean my line would not switch to VF.
I also told Vodafone that i would go with another provider. I will contact Eircom and check what day they actually took over the line but I have no intention of giving VF anything, if they want money they can take it up with UTV. Their (VF) letter states if they do NOT hear from you within the next 30 days the changes would be accepted- They heard from me.

I thought i read on their boards forum that UTV customers would know when their line had switched over as their UTV modem would have a red light on it and the customer could then switch over routers.

Would it not be a pro-rata charge that was owed? (If you hadnt contacted them to cancel that is

)

UTV Connect residential customer base acquired by Vodafone Ireland

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