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566 posts

Ultimate Geek
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TelstraClear

  Reply # 620870 7-May-2012 10:46 Send private message

Hi halfbaked and Tockly - can you please Email me your account numbers and contcat name/details and I'll ask someone to look into this for you.

Tockly - if you're getting 100Mbps to the TelstraClear speed test then the modem is getting the right speeds on the network but I'll ask the team to see if they can have a look anyway.

Cheers, Gary


228 posts

Master Geek
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  Reply # 621556 8-May-2012 12:03 Send private message

Thanks Gary but it seems like a one off issue and has not happened since. The only issue I have now is that after a few hours or so my connection is limited to 50mbs but a router reset fixes this so the problem is at my end.

Thanks anyway

185 posts

Master Geek
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  Reply # 621727 8-May-2012 15:46 Send private message

Quick update,

After having what seemed to be half of Downers at my place this afternoon they found that the little box (sure it has a special name!) was wired in reverse. Hence the really crap and flakey performance.

So now that has been fixed and upgraded to a newer version my interweb is flying along. Happy again now.

Many thanks to Gary from TCL for doing a awesome job once again. I owe you a beer or two.

C

566 posts

Ultimate Geek
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TelstraClear

  Reply # 621733 8-May-2012 15:54 Send private message

Tockly: Quick update,

After having what seemed to be half of Downers at my place this afternoon they found that the little box (sure it has a special name!) was wired in reverse. Hence the really crap and flakey performance.

So now that has been fixed and upgraded to a newer version my interweb is flying along. Happy again now.

Many thanks to Gary from TCL for doing a awesome job once again. I owe you a beer or two.

C


Glad it's sorted Chris - and all part of the service so no need for the beer. Enjoy the speeds... and those beers :-)

Gary



1162 posts

Uber Geek
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  Reply # 621894 8-May-2012 20:59 Send private message

*sigh* things were going so smoothly till I got this months bill..

Hopefully Gary can sort it out for me though :-)

566 posts

Ultimate Geek
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TelstraClear

  Reply # 622110 9-May-2012 10:26 Send private message

Lias: *sigh* things were going so smoothly till I got this months bill..

Hopefully Gary can sort it out for me though :-)


Sure can!

566 posts

Ultimate Geek
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TelstraClear

  Reply # 622117 9-May-2012 10:54 Send private message

Hi all,

If you’ve changed plans recently you may be trying to work your way through your latest invoice. Work has started on looking at changes to the layout that will help make them easier to read but still retain enough detail for you to see exactly what you’re paying for.Your monthly charges are billed in advance and usages (such as phone calls and any overage) is billed in arrears. The provisioning and billing systems are different, so whenever you change your plan you will almost always see charges in advance for a full month of your new plan as well as part charges from the date the new plan came into effect to the end of the current month – but you will also see a credit for the old plan from the date the new plan started to the end of the billing period. Sometimes, depending on when your billing date is, things might be different and it may appear that you have a credit, or it may seem that a credit hasn’t been done at all. In those cases, the ‘missing’ charges or credits will appear on the next invoice – it’s all to do with the billing and the plan periods being different.

Best advice is to pay the amount shown on the invoice and it will work its way through in the next invoice and things will come right. If it’s too much more than usual, you can just pay you expect the new monthly amount to be and contact us and let us know what you’ve done and why. In that case your next invoice should again be about what you were expecting.

In either case, if something looks amiss, please let us know and we’ll have a look. Mistakes can happen, but we’ll have a look and sort them out for you.

Finally, a small example that hopefully might explain things better than just words.

Let’s say (just to make the maths easier!) that your billing date is the first of the month and that are paying $90 a month. You order an upgrade to a package that costs $120 a month and this is effective from the 20th. Let’s also say that there are 30 days in this billing period – again for maths’ sake!

You paid $90 for 1 Jun to 30 Jun.

Your balance is $0 since you paid the amount owing.

$120 is charged to your account on 20 Jun (for the new plan, one month in advance from the billing date).

$30 is credited for the 10 days that you didn’t use of your old plan ($90/30 days = $3/day x 10 days).

So the new balance is $120-$30=$90

But you still have 10 days of Internet to go, and this is at the new rate of $120. $120/30 days = $4/day x 10 days = $40

So, $40 is charged to your account on 20 Jun and the new balance is $130, which looks like $10 more than you should be paying – but it’s actually correct as it includes extra $1/day difference between the old plan ($3/day) and the new one ($4/day) that you’ve had 10 days advantage of.

From then on, it’s the $120 plan as you’d expect.

On occasion, plan changes and billing dates coincide and things look  even more complex, but the charges will also make sense over the next two invoices. If you have concerns, please contact us. Remember that you can access both your recent invoices and your usage meter from the Customer Zone on the website.

When it comes to data, the total monthly data is increased from the date the plan change is provisioned rather than in daily increments. If you are going up a plan you may find you suddenly have a lot of data available to use and only a few days to use it since the data, unlike the monthly charge, is not prorated on a per day basis so you can go for your life and use it.

On the other hand, please be aware that if you are downgrading your plan you should consider how much data you have already used before you do so as the same applies in reverse. Our advice is generally to downgrade close to the start of your new month’s allocation or you may risk incurring overage.
Hope that's useful.

Gary

BDFL
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  Reply # 624715 14-May-2012 10:41 Send private message

Right... Had my old trial modem (DPC 3010) replaced today with the production one (DPC 3008) - which meant changing my IP address (for whatever reason).

It also means my upload speeds to TCL test server are now 2 Mbps instead of 10 Mbps. I suspect something wrong in the configuration for this IP address.

Called the technician back, let's see what happens next.




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  Reply # 625103 14-May-2012 21:08 Send private message

At some point during the day I got a phone call. Apparently they realised the IP address needn't be changed and the new one was configured with my old profile. Five minutes later I was back with my original IP address and speeds back to 100/10 Mbps.

All good :)





7 posts

Wannabe Geek


Reply # 627050 17-May-2012 20:23 Send private message

Just wondering if anyone here using this new 100Mbps service has had better throughput on international streaming, i.e netflix.

I'm currently on TCL 60G - 15Mbps plan but can't get netflix HD happening using a VPN (HMA), so I'd consider moving to this new plan if that works better :-)

cheers

Carlos

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  Reply # 627095 17-May-2012 21:45 Send private message

I get Netflix HD streaming working fine on a Roku box on the 15Mbs plan and a VPN but I normally just use the Unblock-US service.




System One: Popcorn Hour A200,  PS3 SuperSlim, NPVR running on Gigabyte Brix, Sony BDP-S390 BD player, Logitech Revue, Pioneer AVR, Panasonic 60" 3D plasma

System Two: Popcorn Hour A200 ,  Oppo BDP-80 BluRay Player with hardware mode to be region free, Vivitek HD1080P 1080P DLP projector with 100" screen. Harman Kardon HK AVR 254 7.1 receiver, Toshiba HD-A2 HD-DVD player, Roku XS media player

Check out my blog at lchiu.blogspot.com

7 posts

Wannabe Geek


Reply # 627105 17-May-2012 22:07 Send private message

interesting ichiu7, just out of curiosity who is your VPN provider?.

I've tried StrongVPN, ibVPN, and HMA and even with my imac i7 directly connected to the TCL modem (to bypass possible throughput bottlenecks with my router) can't get HD happening.

I've also tried unblock-us but it does not work at all. I thought TCL did transparent proxying that wouldn't allow to use the DNS trick.

cheers
Carlos

3953 posts

Uber Geek
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  Reply # 627235 18-May-2012 10:41 Send private message

cisaza: interesting ichiu7, just out of curiosity who is your VPN provider?.

I've tried StrongVPN, ibVPN, and HMA and even with my imac i7 directly connected to the TCL modem (to bypass possible throughput bottlenecks with my router) can't get HD happening.

I've also tried unblock-us but it does not work at all. I thought TCL did transparent proxying that wouldn't allow to use the DNS trick.

cheers
Carlos


I am using overplay.net. I just happened to bump into them and went on a month by monthy trial because I already had an annual sub to unblock_us.  I liked this VPN provider because the code they supplied to configure my D-Link router flashed with DD-WRT easily installed in the router. That means it's easy to turn the VPN on and off from a web browser.

TCL's transparent proxy will break unblock-us if you're trying to use port 80 to view content (like Hulu) on a browser. But if you use a device like a Roku box, PS3, iPad, Android device etc. it works fine because those devices don't stream over port 80 and therefore are not affected by the transparent proxy.

As an aside and not germane to the TCL discussion I am able to stream HD content (well it looks HD) on my Galaxy Nexus using Overplay and the 2D 3G network. I don't know if it's DD 5.1 since Netflix on the phone doesn't do 5.1 but the PQ is fine.




System One: Popcorn Hour A200,  PS3 SuperSlim, NPVR running on Gigabyte Brix, Sony BDP-S390 BD player, Logitech Revue, Pioneer AVR, Panasonic 60" 3D plasma

System Two: Popcorn Hour A200 ,  Oppo BDP-80 BluRay Player with hardware mode to be region free, Vivitek HD1080P 1080P DLP projector with 100" screen. Harman Kardon HK AVR 254 7.1 receiver, Toshiba HD-A2 HD-DVD player, Roku XS media player

Check out my blog at lchiu.blogspot.com

7 posts

Wannabe Geek


Reply # 627622 19-May-2012 08:12 Send private message

thanks ichiu7 for the tip on unblock-us.

I've tried it on my Appletv3 directly connected to the TCL modem but it is still not HD, I can see the pixelation on the image, I'd say it is just SD and depending on the time sometimes even under SD. Which it is ok when watching on my plasma tv but not acceptable when DLP projecting. I could try on my galaxy Note but it would  be hard to tell if it is HD on a smaller screen.

Also the picture freezes up from time to time, which I normally don't see on a VPN, again it varies and it seems to be worse in the evenings. BTW, I get up to 10Mbps occasionally to the US speedtest servers but it could be as bad as 2 Mbps.

I don't think it would help but I've ordered the new DOCSIS3 100Mbps service just to give it a month's trial and see if that modem fix it and/or hope that when the TCL technician comes around to install he can do some diagnostics on my line. I've also ordered a Linksys e4200v1 (amazon:us$89) to connect to this new service and hope to try dd-wrt with it.

cheers anyhow
Carlos

BDFL
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  Reply # 627624 19-May-2012 08:42 Send private message

cisaza: I've also ordered a Linksys e4200v1 (amazon:us$89) to connect to this new service and hope to try dd-wrt with it.


Just a reminder, anyone buying routers/switches from Amazon please do so from our Amazon Kindle order page ;)




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