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347 posts

Ultimate Geek
+1 received by user: 42


Topic # 88505 17-Aug-2011 10:58 Send private message

Just wondering - is it just me or do TCL not seem to update the Service status page unless there's a catastrophic outage (if at all)? 

For instance apparently my node in Kapiti is out but there's no known problems according to the status page even though the guy in the call centre said it was a known issue.

(Well actually he said there were no known issues, then looked at the node and said there was a known issue that was being investigated with that node -- I'm actually thinking that there was no technician already looking at it but they're trained to say that there is to keep people happy :( )

Richard. 

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51 posts

Master Geek


  Reply # 507863 17-Aug-2011 12:42 Send private message

I am in full sympathy with your situation.  I lost both Internet connectivity and Telstra television on Monday afternoon, so this (Wednesday) is my first access to the Internet via a public internet cafe since then.  Telstra restored service to my node (cabinet W######) on Tuesday, the outage which affected 497 paying customers yesterday is now over, however not for me.  I have now got an appointment with the one repair man on Monday afternoon.  The level of service available from this company is pathetic. 

Surely on restoring the service to a major node Telstra could test connectivity to the teminating endpoints.   I have spent significant time on the phone waiting to talk to the fault service, (I once had a 45 minute queue), I hesitate to use the term Service Desk because it obviously isn't one.

Unhappy isolated customer.........

1352 posts

Uber Geek
+1 received by user: 189

Trusted

  Reply # 507865 17-Aug-2011 12:44 Send private message

I've rung TelstraClear before when I know they've cut their damn fibre again (we pickup our phone and get no dialtone) and they told me there was no network problem and my phone was fine. 2 hours later they updated the status page.

So yes, don't hold out any hope of getting that thing updated quickly. Obviously the technical people with clue aren't allowed anywhere near it.




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