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178 posts

Master Geek
+1 received by user: 5


  Reply # 730948 11-Dec-2012 23:04 Send private message

mattwnz: Also down in Wellington. I see the telecom support page again doesn't note the problem yet it has been down for over an hour. It says it s all clear and only notes the issue this morning. How hard is it to update it? If t wasn't for geekzone I wouldn't have known if it was my connection or an ISP problem.


+1 Reboot router, no go. Check telecom website, all clear. Check Geekzone, problem answered!

41 posts

Geek


  Reply # 730949 11-Dec-2012 23:05 Send private message

Yeah, I'm sure customers would be a lot more understanding if communication about the issue was good. There is some communication on twitter about it but still not good enough, also looks from this that they are a little slow to respond to such a big issue, they did not start investigating until 10pm.
What would be really helpful is a texting service for informing customers of what is going on in a case like this, since a lot will have no easy way of finding out what is going on otherwise, not everyone has access to dial up or cellphone internet and you should not have to use your cellphone data for such a thing anyhow.

1947 posts

Uber Geek
+1 received by user: 485

Trusted
Spark NZ

  Reply # 730952 11-Dec-2012 23:08 Send private message

isphell: Yeah, I'm sure customers would be a lot more understanding if communication about the issue was good. There is some communication on twitter about it but still not good enough, also looks from this that they are a little slow to respond to such a big issue, they did not start investigating until 10pm.
What would be really helpful is a texting service for informing customers of what is going on in a case like this, since a lot will have no easy way of finding out what is going on otherwise, not everyone has access to dial up or cellphone internet and you should not have to use your cellphone data for such a thing anyhow.


You make a couple of good points. I'll pass these on to someone senior tomorrow.

I agree that a more timely status page update is essential and that some form of out of band status update would be good... I do suspect though that they have the capability to place a recorded message on the support number although I haven't checked whether that has gone up yet.

Either way, you're right, better and faster acknowledgement of an issue and a way to get it would be an improvement from what we have now.

Cheers - Neil G


41 posts

Geek


  Reply # 730953 11-Dec-2012 23:12 Send private message

Thanks, that's great to know someone is listening, that's more than I ever got from the previous isp's I have been with.

3038 posts

Uber Geek
+1 received by user: 216

Trusted
Subscriber

  Reply # 730965 11-Dec-2012 23:21 Send private message






7495 posts

Uber Geek
+1 received by user: 420


  Reply # 730967 11-Dec-2012 23:23 Send private message

When this sort if thing happens it does show the flaw with the cloud computing model for applications. Couldn't do my accounting tonight and using phone to post this.

41 posts

Geek


  Reply # 730970 11-Dec-2012 23:23 Send private message

From the telecom twitter page "Folk on hold on 123, can we please ask you to hang up, as those waiting won't hear recorded messages. Again, really sorry ^RI" , this is just one of the reasons a recorded message on the status of the problem is not sufficient.

41 posts

Geek


  Reply # 730971 11-Dec-2012 23:25 Send private message

Really good point Mattwnz

1545 posts

Uber Geek
+1 received by user: 38

Trusted

  Reply # 730976 11-Dec-2012 23:33 Send private message

I feel sorry for the Telecom PR guys, They are getting a hammering on FB in the status's that are trying to help customers!

2329 posts

Uber Geek
+1 received by user: 79


  Reply # 730979 11-Dec-2012 23:35 Send private message

mattwnz: When this sort if thing happens it does show the flaw with the cloud computing model for applications. Couldn't do my accounting tonight and using phone to post this.


Why don't you tether your laptop to your phone then, you'll be able to do your accounting :)


1814 posts

Uber Geek
+1 received by user: 369

Trusted
Spark NZ

  Reply # 730984 11-Dec-2012 23:45 Send private message

I've had notification that the service has been restarted about 5 mins ago and should be restoring slowly.  Please try restarting your modem.




I work for Spark, but as always my views are my own.

41 posts

Geek


  Reply # 730986 11-Dec-2012 23:54 Send private message

Just tried restarting now but still no luck.

434 posts

Ultimate Geek
+1 received by user: 12
Inactive user


  Reply # 730987 11-Dec-2012 23:55 Send private message

I'm not clicking on that video .. Will probably cost me $5 to watch on 3G

121 posts

Master Geek
+1 received by user: 4


  Reply # 730988 11-Dec-2012 23:55 Send private message

kyhwana2:
mattwnz: When this sort if thing happens it does show the flaw with the cloud computing model for applications. Couldn't do my accounting tonight and using phone to post this.


Why don't you tether your laptop to your phone then, you'll be able to do your accounting :)



Exactly.. Dual forms of access is the solution to that problem. 

I use Xero remotely all the time. Couldn't live without it. Ditto cloud hosted email, address book, calendar, skype and dropbox. If all that stuff was tied to a PC I'd lose so much agility. The productivity gains and TCO of SaaS far outweigh the occasional downtime through net access. Then think about losing data or downtime caused by failure of your consumer grade PC.. 

With 8760 hours in the year, if there have been 12 hours downtime in the last 12 months then your line has been up 99.8% of the time on a 24x7 basis. Pretty good I'd say. 

41 posts

Geek


  Reply # 730989 11-Dec-2012 23:59 Send private message

Not all those 8760 hours are equal though, it doesn't really matter if the internet is up when you don't really need it but when you do really need it and it is down then all the time that it was up before does not help.

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