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Topic # 105274 30-Jun-2012 19:30 Send private message

I write this as I watch Phil Collins on YouTube over my TelstraClear 100/10 100Gb plan, on my Sony CX50-32 TV with the built in YouTube client.

8 Months ago, many will remember that I was our right pissed with TCL over a simple $8 credit and endless poor service.

What most people are unaware of is that I took the time to make contact directly with the TCL shareholder, Telstra Australia.  Following an initial phone call I followed up a month later with a 13 page letter detailing mine and others issues with their New Zealand operations.

This was followed up with a number of phone calls with stake holders within their Australian operation at GM level.

As of tonight, I'm willing to rate TCL with a C- on the report card.  This, as far as I'm concerned, is a massive improvement.

In the past 6 months we've seen the introduction of more sensible pricing and considerably larger data allowances along with more speed - 100/10.

I note with interest that new capacity that's been brought on line in the international space is no longer using the Reach network which was clearly an issue.

The proxy farm still has issues and I agree with others that this still has to be removed as it clearly doesn't add value.

IPv6 is an issue and it's just a disgrace that New Zealand's second biggest provider is not leading the way on this and driving New Zealand to be a world leader.

Data caps are still way to low and still only a fraction of the value that Telstra is able to deliver consumers in Australia.  It's clear from the free weekend and recent issues in TGA that TCL simply doesn't have BRAS resource and hand overs with the Chorus network sorted out.

I can't speak to the customer service issues as I now get what I want done by the guys in the IRC channel or direct contact with Gary, which I have to say is fantastic but also the level of service that all consumers should really be afforded and it really is good that FaceBook has become a better support channel than the telephone or email as it shows that TCL really has moved on from traditional customer service tools and moved in to leading edge support which social media delivers. 

Personally I think social media really allows providers to focus on putting their resources into helping people and leaving platform management to someone else who's just paid by the advertising that it carries.

TCP traffic is still poor.  Some very basic testing a few of us did recently showed that while the network will move 90 plus mbits to the US over a UDP link, traffic will not even move over 10mbit to the same locations.  This is just silly as, when coupled with the proxy farm issues, it just makes more sense to use a UDP vpn to a VPS in .us for everything that's not local (which is impossible to do unless you have a really smart router and a copy of a routing table to tell you whats local and as Telstra don't even publish a hosts file for their freezone traffic, is just a dream).

Access to good technical information, form my point of view, has improved, though is still poor.  It often feels like pulling teeth and limited by ones ability to not offend those who are willing to risk saying anything.  Personally I do get this.  In Australia it's a national sport to sue Telstra, and my ability to rub people up the wrong way is obvious.

Room for Improvement

Planning - clearly more capacity planning is needed and Telstra has to improve relationships with vendors to move far more quickly and re-actively.

IPv6 needs to be delivered and NOW in the domestic space.  I have no idea what the exact hold ups are, but if it's a vendor problem then it's time to take some good local advice from a provider like Internode or even Telstra Australia, pick an improved vendor and get on with it.  If it's an internal problem then it's time to get some investment, hire some people and get it done. 

You guys seem to have forgotten that you used to be at the forefront of innovation delivery in New Zealand.

Product delivery - I still can't get the products I want for my business here in an affordable way.  If I can't get what I want then I wonder how many other business customers are not able to get the sort of products they want.  Allan, while you did invite me to make personal contact regarding my own products and services, I see little point when your team tell me the network simply can't deliver on my requirements at my business location.

In Summary

I am very happy that I've seen a serious service improvement in the past 6 months and I do hope that we will continue to see much more value delivered from a network and team that I know can do it as I've seen evidence now that they can and have in the past.






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  Reply # 648853 1-Jul-2012 01:10 Send private message

I got sick of waiting for TCL to lift their game (and fix the constant drop-outs I was experiencing) and cancelled my cable service with them about a month ago.

It started off badly, when I rang to cancel I sat on hold for 30 minutes (pretty normal) and then when I spoke to someone I was told the cancellation team was too busy and they'd have to call me back within 5 working days. I was then called back 3 days later but it was a pretty good experience, the guy stopped my service as of when I first rang up, the courier bag to send back the modem arrived within a couple of days and I got disconnected at the pole around the same time. They then decided to send me an invoice for another full month of internet service (I requested the cancellation before the end of my billing month) but they've confirmed it's a mistake.

I've now switched to Snap ADSL and couldn't be happier, unfortunately I'm a bit too far from the exchange to get VDSL. I miss the 2MB/s upstream a little bit with my online backups but web browsing seems faster without the annoying proxy in the way.



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  Reply # 649226 1-Jul-2012 20:42 Send private message

meesham: I got sick of waiting for TCL to lift their game (and fix the constant drop-outs I was experiencing) and cancelled my cable service with them about a month ago.

It started off badly, when I rang to cancel I sat on hold for 30 minutes (pretty normal) and then when I spoke to someone I was told the cancellation team was too busy and they'd have to call me back within 5 working days. I was then called back 3 days later but it was a pretty good experience, the guy stopped my service as of when I first rang up, the courier bag to send back the modem arrived within a couple of days and I got disconnected at the pole around the same time. They then decided to send me an invoice for another full month of internet service (I requested the cancellation before the end of my billing month) but they've confirmed it's a mistake.

I've now switched to Snap ADSL and couldn't be happier, unfortunately I'm a bit too far from the exchange to get VDSL. I miss the 2MB/s upstream a little bit with my online backups but web browsing seems faster without the annoying proxy in the way.


It's no wonder that call waiting times are so poor when you want such a simple change made, yet they have to make contact with you a number of times. 

My personal theory, which could be very wrong, is that poor customer service like this just ends up costing more money which means there's less available to spend on capacity and resources like a decent proxy server product.

It's a theory that highly technical people from TelstraClears shareholder, Telstra Australia, seem to agree with, but even they agreed that it's a learning process their their Australian operation had to work though.  It took them some time to accept that all they were doing was cycling between using marketing to get customers and poor service to loose them again and as a result returning less profit to share holders.

I fully get that New Zealand is a far more complex space.  Profits mean profits going overseas, which may of us don't seem to like, while 'churn' means wages for local people to do the marketing and sign up the customers and do the connections, even to do the disconnections... as you said, they even sent someone to unclip you on the poll and someone sent you a bag and at the other end someone even got paid to receive the bag and tick off that your account can be closed.

But does anyone else see something just wrong with this whole space? 

Growing up I used to love watching a TV program called 'Gliding On' written by Rodger Hall.  The basic story line was one of the 'stores' division in a New Zealand Government department with an under current of just how poor and inefficient these departments were.

Churn just costs money that should be spent on more national and international capacity and BRAS resources, not people in overseas call centers and stores people to receive old modems.

As for missing the 2mibt upstream... pfffffttttt...  you can prize the my 10mbit upstream out of my clammy dead hands!

100/10 - 100/100 with IPv6 and a v4/24 is my next goal and [removed] I'll have just that within 12 months.

[Moderator edit (MF): expletive removed]









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  Reply # 649228 1-Jul-2012 20:48 Send private message

Don, please do not use that language here. This is a family show.

I have edited your post. Next one is ban on sight.




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  Reply # 649230 1-Jul-2012 20:51 Send private message

DonGould: Growing up I used to love watching a TV program called 'Gliding On' written by Rodger Hall.


http://www.nzonscreen.com/title/gliding-on-1981---1985/series



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  Reply # 649270 1-Jul-2012 21:49 Send private message

quickymart:
DonGould: Growing up I used to love watching a TV program called 'Gliding On' written by Rodger Hall.


http://www.nzonscreen.com/title/gliding-on-1981---1985/series


That's the one. pure gold.

I'd love to see the whole series end up on YouTube.






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Check out mine - i.am.a.can.do.kiwi.nz - [email protected]


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  Reply # 649272 1-Jul-2012 21:52 Send private message

Why YouTube and not a local project like NZOnScreen?






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  Reply # 649283 1-Jul-2012 22:10 Send private message

freitasm: Why YouTube and not a local project like NZOnScreen?


Because my TVs have client software in them for YouTube.

Otherwise I completely agree with you.

I've just spent the last 20 minutes looking over that site and it's very cool.

I spend some time trying to find some old friends.  Few are there but just as many seem to be missing.






Promote New Zealand - Get yourself a .kiwi.nz domain name!!!

Check out mine - i.am.a.can.do.kiwi.nz - [email protected]




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  Reply # 649288 1-Jul-2012 22:25 Send private message

http://www.nzonscreen.com/static/about

"Since 1989 NZ On Air has funded over 15,000 hours of local television production. "

I start to get the whole copyright debate.. that's over 89 weeks watching TV 24 hours a day.

Do we really need to make new TV?





Promote New Zealand - Get yourself a .kiwi.nz domain name!!!

Check out mine - i.am.a.can.do.kiwi.nz - [email protected]


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