Xtra customers getting Peeved

, posted: 16-Dec-2006 11:36

My post on Xtra Broadband going seriously downhill has had a few comments on it now.  Mostly from Xtra customers on the Go-Large plan.

It seems to be that you get regular line speeds on any of the other plans but as soon as you switch to the Go-Large plan, you get seriously degraded service.  I cant help but think this has something to do with their traffic management plan being a little too aggressive, but there could be other reasons too.

Regardless.  This sort of customer experience (going for over a month now) is beyond a joke.  Telecom needs to sort this out now.  Its just not right.

The Go Large plan states has the following advantages:

Promise: Flat Rate - Unlimited Data (within the limits of the Fair Use Policy)
Reality: Consumers' Institute believes this "Fair Use Policy" effectively puts a limit of 700MB per eight hour peak period on Xtra's "unlimited Internet usage."

Promise: Maximum Speed - as fast as your line allows (traffic management applies)
Reality: Users can't download webpages without them timing out due to slow speeds (see story and comments here).  In addition traffic management specifically reduces speeds for certain types of usage - meaning you dont get maximum speeds where it doesn't suit Telecom.

The Consumers Institute complaint about the Go Large plan is here.  This complaint deals with the marketing aspect of the plan. The speed complaint above is both a marketing problem and a technical problem.

If you have performance problems, my advice is to switch to another provider.  It doesn't look like Telecom cares - of if they do they cant fix it.  Switching ISPs is as easy as filling in a web form and changing the account details on your DSL modem.

Telecom: This is pathetic.  You have some good network gurus - let them fix it!


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More information

Other related posts:
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Xtra customer no more






Comment by juha, on 16-Dec-2006 14:42

See today's Herald as well, about some small business owners threatening legal action because Xtra's email system takes days to deliver messages.


Comment by cokemaster, on 16-Dec-2006 16:11

Promise: Flat Rate - Unlimited Data (within the limits of the Fair Use Policy)
Reality: Consumers' Institute believes this "Fair Use Policy" effectively puts a limit of 700MB per eight hour peak period on Xtra's "unlimited Internet usage."

Reality: Users are free to download over 700MB, they'll just be placed in a fair usage group... they can still download. Therefore it is not limiting your ability to download. Similar to fair usage policies employed by other providers like WxC, VFNZ (Best mate), and more.

Promise: Maximum Speed - as fast as your line allows (traffic management applies)
Reality: Users can't download webpages without them timing out due to slow speeds (see story and comments here).  In addition traffic management specifically reduces speeds for certain types of usage - meaning you dont get maximum speeds where it doesn't suit Telecom.


Reality: Just because one customer experiences time outs doesn't mean the entire customer base does (You're more than welcome to take a 1 person sample to represent the entire population though). In addition when you switch to this plan you are switching to a managed bandwidth plan - want better speeds on the protocols that are 'managed'?
There are other plans with Xtra. Other providers also have non managed plans like Orcon that offer a 15GB plan... however your milage on other providers 'Go Large' type plans may vary though.

Now to see if this gets deleted, not approved... or better still an accusation of working for Telecom.


Comment by lonney, on 17-Dec-2006 08:58

Go Large users are in their own bandwidth pool.

Think back to the good old days of IHUG flatrate dial-up.. yes all you can eat internet for $40 (or so) a month......... IF you could get connected! Its the same kind of thing.

"You have some good network gurus - let them fix it!" - ok, network engineers good bad or otherwise != bandwidth.


Comment by inane, on 19-Dec-2006 13:47

If you are lucky enough to be in a TCL Cable service area, I would suggest you are crazy if you are with telecom,
or on any form of DSL (excluding those trialing the adsl2+ 25mbps in certain secret locations) as TCL Cable are great,

the speeds are fantastic, and as you can see from Freitasms blog post / forum topic they look after their customers,

Telecom remind me much like drug dealers, they will offer you heaps of free stuff, or cheap stuff to get you hooked in, but then you are stuck and they couldn't give a damn about you... I guess "new subscriptions" looks better than high retention if presented right.


Comment by hrisan, on 14-Feb-2007 00:24

I can't believe that XTRA is sliding everybody so badly. The reality is that the traffic management is not active from 12a.m. till 8 a.m. I am mnoitoring the connection from 2 months and is's very very strange how the speed of the line picks up at 12 at night and slows down exactly at 8am. I do not believe what they say because I am not an idiot and I can check speed of the line at least.



XTRA does not care because they know that whatever you do you will not get a proper internet connection under $100. I tried different internet providers since XTRA started the GoLarge plan and they are even worse. I think because Telecom owns the lines they took care for the competition quite well.


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