TCL customer wants to move but is lost in space

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cyril7

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Topic # 110967 21-Oct-2012 09:31
Hi am up the Kapiti coast for the weekend and at a party last evening a friend asked how to escape TCL. The property they are on is a lifestyle block within Waikanae township, they were HFC customers when they shifted there 4 years ago. However because is a back block down a long drive HFC was not offered as an option, so TCL put them on a Telecom Wholesale DSL connection, and all was well, as an aside they only have phone and BB and no pay TV. Now unimpressed with the broadband options from TCL they want to move to other providers, and that's where the trouble started. Contacting the call Centre results in a conversation with no outcome. For whatever reason TCL will not process a DSL move as there records seem to show them as still on HFC, and they simply refuse to consider otherwise. Anyone know how to fix this, Gary maybe? are you there, your call Centre is broken again Cheers Cyril

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Reply # 704230 21-Oct-2012 09:53
When I moved away from TCL DSL I didn't need to talk to TCL at all; I just signed up with the new provider (in this case Fyx) and they did all the work for me.

ubergeeknz

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Reply # 704234 21-Oct-2012 09:58
Behodar: When I moved away from TCL DSL I didn't need to talk to TCL at all; I just signed up with the new provider (in this case Fyx) and they did all the work for me. Yeah, that's how it works: contact your desired provider, and they sort it out with your current provider :)

freitasm

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Reply # 704235 21-Oct-2012 10:01
True, but if the new provider contacts TCL and the response is "what are you talking about, this is a HFC connection" then things get stuck... Mauricio Freitas (Geekzone Admin, Devil's Advocate, my blog, technology disclosure, my tweets, Web Performance Optimization) Geekzone Price comparison \| Amazon Kindle order page \| How to get the best out of Geekzone \| New Zealand IT Jobs \| Geekzone News \| Jinglebugs

ubergeeknz

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Reply # 704245 21-Oct-2012 10:22
But they should have contact with the right teams at TCL to sort it out. Going via the customer contact centre is not as likely to get results, IMO.

freitasm

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Reply # 704246 21-Oct-2012 10:24
The team doing the transfer would probably base their decisions on the same data available to customer services. When I bought my property TCL said they couldn't service HFC because it wasn't available here - even though I was looking at the existing HFC connection coming into the house while talking to them. Their database is a bit out of date and unreliable. Mauricio Freitas (Geekzone Admin, Devil's Advocate, my blog, technology disclosure, my tweets, Web Performance Optimization) Geekzone Price comparison \| Amazon Kindle order page \| How to get the best out of Geekzone \| New Zealand IT Jobs \| Geekzone News \| Jinglebugs

cyril7

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Reply # 704265 21-Oct-2012 11:20
Hi thanks for the reply, the correct process was followed, but the requesting ISP had the request rejected because TCL records report them as HFC customers not DSL. And that's where the wheels fell off just as Mauricio said. You say they should not have contacted customer care, but there is just one help line, is there another that normal customers can use?, I think you may have misunderstood who they contacted. I understand the CSR was quite adamant they were on cable even when they said there TP Link modem was connected to the phone line, and the only TV type connectors in the house all went to the aerial, the response made them feel like they were lying, the whole affair so frustrating the have given up, till they spoke to me. Cyril

colinuu

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Reply # 704281 21-Oct-2012 12:03
I no longer have any faith in the TCL customer care team. It took them 5 months to work out the real reason why our adsl connection was basically broken (which was that the rural exchange we are on had too many adsl users and not enough back haul). Basically they don't care about individual customers and their problems, they just work from standard response scripts. The only time they react is when they think you are leaving them. Then you get a phone call from the customer retention lady, who wants to start out through all the fault diagnosis process again, because she hasn't bothered to read through all the history... As soon as VF get the RBI fully up and running out here it will be bye bye to TCL, after being with them from the very early Clear Communication days. Kind of sad really...

sbiddle

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Reply # 704293 21-Oct-2012 13:02
colinuu: As soon as VF get the RBI fully up and running out here it will be bye bye to TCL, after being with them from the very early Clear Communication days. Kind of sad really... By which time the TCL brand won't exist anyway. Based upon everything Vodafone has done in the past I expect a Vodafone rebrand to occur very quickly. *Need help configuring your Linksys ATA or IP Phones for New Zealand? Check my blog post

ajw

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Reply # 704300 21-Oct-2012 13:21
And I do hope that if Vodafone does get the go ahead to buy Telstraclear they quickly do something about the overpriced phone+broadband packages on cable.

StevieT

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Reply # 704378 21-Oct-2012 18:11
I've come across a few idiots when calling customer support. I've simply learnt just to tweet the TC team, and get one of the people who post on that account to call me to arrange what needs to be done. So much easier, and I know that I have a pretty good chance at being able to understand them. And what I hate is when they spell out letters, and use a word as well, e.g. 'Y' for Yankee. I'm not in America!

DonGould

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Reply # 704382 21-Oct-2012 18:18
The obvious approach here is to just call TCL and request an upgrade to Warp 100 or log a fault that your upload speed is not 2mbits/s. Promote New Zealand - Get yourself a .kiwi.nz domain name!!! Check out mine - i.am.a.can.do.kiwi.nz

mjb

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Reply # 704384 21-Oct-2012 18:49
StevieT: And what I hate is when they spell out letters, and use a word as well, e.g. 'Y' for Yankee. I'm not in America! Yankee happens to be the code word used in the NATO Phonetic Alphabet for the letter Y, it's not an americanism (apart from the NA part of NATO). contentsofsignaturemaysettleduringshipping

StevieT

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Reply # 704417 21-Oct-2012 19:19
mjb: StevieT: And what I hate is when they spell out letters, and use a word as well, e.g. 'Y' for Yankee. I'm not in America! Yankee happens to be the code word used in the NATO Phonetic Alphabet for the letter Y, it's not an americanism (apart from the NA part of NATO). Gosh I didn't know such a list existed! Now I know where all those overseas call centres (or perhaps some) get the words from.

hamish225

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Reply # 704434 21-Oct-2012 20:03
DonGould: The obvious approach here is to just call TCL and request an upgrade to Warp 100 or log a fault that your upload speed is not 2mbits/s. That's a great idea! wouldn't be suppriesd if they came back and said 'uhhhh we dunno' you could always just tell telstra clear to close the broadband account and just open a new connection with the new isp?

DonGould

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Reply # 704437 21-Oct-2012 20:09
hamish225: you could always just tell telstra clear to close the broadband account and just open a new connection with the new isp? Except that will leave you without service for a time. Being serious for a second, the best answer is just to PM Gary, who has a proven track record to sort these sorts of issues fast enough. Promote New Zealand - Get yourself a .kiwi.nz domain name!!! Check out mine - i.am.a.can.do.kiwi.nz

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