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5 posts

Wannabe Geek


Topic # 77168 11-Feb-2011 18:49 Send private message

Hey i was one of the original people who invested in TiVo at launch and am really happy with the service at the moment until this hybrid going under thing sorts itself out hopefully. But I have recently moved and have been advised by telecom that there is a waiting list to get onto broadband for my exchange i am on. This will render my TiVo unit a brick with no epg no caspa or remote scheduling when i put this to telecom they just shrugged it off saying well there is nothing we can do. So in reaction to this i said to telecom that i will be taking the TiVo unit back to a telecom store and asking for a complete refund as i will be unable to use the unit thanks to them after saying this they said that is not covered under the warranty and it is not there problem i can’t get broadband at my new address.

So i was wondering if I could get some advice on what I can exactly do about this as i don’t see a point in having something i can’t use sitting in my TV cabinet.

 

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  Reply # 438410 11-Feb-2011 18:55 Send private message

Why should the retailer let you return something because you have moved and no longer have internet?




Richard rich.ms

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  Reply # 438411 11-Feb-2011 18:59 Send private message

I don't get your complaint. Why should the retailer or service provider refund your money because you decided to move? Not their problem IMO.

You realise of course that you don't have to be with Telecom to get the TiVo service, it will work with other ISP's. Sure it's not 'unmetered' but if you just want to get the EPG working then that's hardly any data no matter who you are with.





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  Reply # 438412 11-Feb-2011 19:01 Send private message

Sorry mate, you don't have any recourse for this. Did Telecom tell you how long the wait list is? The device was fit for purpose when sold to You, you changing your address and no longer having internet access is no fault of the device or Telecom's.

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  Reply # 438414 11-Feb-2011 19:05 Send private message

I personally would have thought that by buying something of telecom, that they provide the network for, they might of fast-tracked your connection... meh, who knew that if you move, you're screwed?

richms: sometimes people have to move, through no fault of their own... Sometimes they want to take their ISP with them and in these cases, you'd THINK the ISP *might* help the transition and not be a PITA! sometimes...

Sometimes "customer retention" and "customer service" are two different things....  Just sayin :P

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  Reply # 438439 11-Feb-2011 20:51 Send private message

blakamin: I personally would have thought that by buying something of telecom, that they provide the network for, they might of fast-tracked your connection... meh, who knew that if you move, you're screwed?


You're obviously never heard of structural separation. Telecom Retail is just another retail ISP that is subject to the same waitlists as every other ISP. If anybody from Telecom tried to influence the waitlists they'd find the Commerce Commssion on their doorstep the very next day.

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  Reply # 438441 11-Feb-2011 20:57 Send private message

Fair call, just thought they'd help existing customers?

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  Reply # 438445 11-Feb-2011 21:32 Send private message

blakamin: Fair call, just thought they'd help existing customers?


I'm sure they'd love to if they could but the Government won't let them.

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Master Geek


  Reply # 438474 11-Feb-2011 23:09 Send private message

Hi,
As per the other replies Telecom Retail cannot bump you up the waiting list just because you were a customer before nor even because you have a TiVo. All ISP's are in the same situation regards this, nor can they give you a date that you would likely get broadband assuming that you are in an area waiting for someone else to cancel their connection before you can get a port in the exchange. Different of course if they are waiting for cabinetisation or similar in which case they could give you an scheduled date.
Therefore there is no problem with the TiVo and you have no right of return as you chose to move to an address where at the current time broadband is not available, same as if you moved to a deeply rural area where broadband is not available.
However as a workaround it may be worth seeing if any of your neighbours happen to have Telecom Broadband and a working wifi that your TiVo can pick up and strike up a deal for them to register the TiVo on their broadband connection (given it does not count towards their usage). This may of course mean that you have to finish paying it off if you are paying for it in instalments (you would need to check that out with Telecom). Then when you get your broadband connection set up re register the TiVo to your broadband account.

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  Reply # 438487 12-Feb-2011 00:41 Send private message

richms: Why should the retailer let you return something because you have moved and no longer have internet?


+1 this

Use an alternative internet service like wireless or mobile broadband until a port becomes free or Chorus install more gear at the exchange.

You could even give a few $$ to a neighbour for use of their internet connection via wireless, think outside the box.

Anyway what area is this?  Would you be connected to a cabinet or the exchange?  Check here http://www.telecomwholesale.co.nz/maps

If you are connected to a exchange in an area where Vodafone, Orcon, Telstraclear, Slingshot etc have installed gear in the exchange you might be able to get ADSL from one of them.

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Master Geek


  Reply # 438491 12-Feb-2011 01:29 Send private message

Bad luck strikes, can't let other parties to take on the burden of your bad lucks all the time.

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  Reply # 438591 12-Feb-2011 14:23 Send private message

it only needs to connect once about every 12 days. Probably a prepaid moblie phone tethered to computer for internet should do it. Then under settings in tivo just select network, then connect to tivo service now. New guide data should be available in under 10 minutes and you're set for another 12 days. Only TVNZ channels get full 14 days each time. Not sure if possible to use phone for internet for it, but all you need is brief connection every few weeks. Shouldn't use to much data.

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  Reply # 438709 12-Feb-2011 22:02 Send private message

Funny how there's never anything they can do, absolutely nothing, nada, hands tied, gallic shrugs, etc - until Fair Go or Campbell Live get involved?




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  Reply # 438818 13-Feb-2011 12:08 Send private message

If you can make a case on how it is profitable for telecom/chorus to install more ports in one place, when they will soon be not needed with the installation of a cabinet somewhere else, then I am sure telecom would be all ears.




Richard rich.ms

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  Reply # 438825 13-Feb-2011 12:28 Send private message

compost: Funny how there's never anything they can do, absolutely nothing, nada, hands tied, gallic shrugs, etc - until Fair Go or Campbell Live get involved?


There also isn't a lot that would be gained by getting them involved either in many cases.

Most "no free ports" issues are primararily is areas where cabinets are soon to be installed. Once these cabinets are installed (cabinet upgrade is complete by the end of 2011) and customers offloaded off the exchange the problem goes away.

Telecom spending $50k to install a new ISAM's in exchange which would then not be needed once cabinets are installed makes absolutely no sence.

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  Reply # 439061 14-Feb-2011 01:06 Send private message

I think I remember that cases that were on telly.
If I remember right the people who were interviewed and complaining happened to get slots between being interviewed and the programme being aired. These ports became free at the cabinert / exchange and as such moved from the waiters list to the provisioned list. I am sure that at that time Telecom were quite clear that they did not add new ports nor bumb the waiters up the list just because they were to be on telly. At the end of Telecom simply do not know when an existing customer will relinquish a connection to make a port available.
Hope your wait in the list is not too long and you get back to enjoying your TiVo.

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