Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.
This subforum is now locked. Please post TelstraClear topics in the Vodafone forum. You can find more information here.


View this topic in a long page with up to 500 replies per page Create new topic
1 | 2 | 3 | 4 | 5 | 6 | 7 | 8
Have plan, send $NZD50m
3475 posts

Uber Geek
+1 received by user: 75

Subscriber

  Reply # 632815 30-May-2012 19:03 Send private message

allistar: Nonsense. I pay for a broadband service. That's not what I am getting. I get better speeds on 3G in some evenings than on my TC connection, even though my router connects at 18Mb/s down.


Depends what you define as 'broadband'.

Really the products in the consumer space aren't defined at all and always carry a disclaimer to say that they don't warrant delivery of anything at all.

Last year I took a look at the whole usage space.  TCL claim to have free zones, but I couldn't find a detailed list of hosts published anywhere.  With out such list there's no way to verify your usage at all.

There's also a massive thread on there about customers being charged for data even when their equipment is turned off.

Lots of industries would never get away with the stuff that goes down in the internet space. 

There's the whole argument that data value keeps going down, and product value keeps going up, so no one really gets traction to scream... most people don't even care.

There's also the argument that counting costs money, and if we really want stuff counted properly then we just pay more across the whole industry.

Access is fairly much the same I think.  TGA when pear shape, but people have proven users can just leave within 5 days, so while people aren't locked in, I doubt anyone's going to take much notice.

Which is why I am actively looking for a better provider. This means for TC that they lose one business account (phone and broadband) and two residential accounts (phone and broadband).



They really won't care. 

What this exercise has proven is that their marketing department are amazing.... either that or your average Kiwi is just an idiot or perhaps some balance between those two, who knows.

But at the end of the day they've clearly got way more customers than they planned/budgeted for and really won't care about loosing some.

Sure, if they loose 15,000 they might start to care, but I really really doubt that more than 500 will be bothered by the problems and move away.

I see Telecom are driving their 'doubled your data again' thing hard on the TV, so I'm guessing they're trying to slow a tide of exit or I shouldn't think they'd be bothering to hard.


Indeed. As I have a right to not do business with them.


Totally agree. 

I wrote to them last year, an aspect of my objection was that while I have the right no to do business with them I don't have a choice if I want a reasonable service.

Chorus simply haven't built network in my area that comes even close to what Telstra have running just past my front door.

It's an interesting aspect of the whole deregulated, competitive, market place. 

It makes sense to me, why would Chorus over build a network that it can't compete with, and why would Telstra bother deliver a top quality service in a space that it doesn't have to?

Having said this, Telstra have since deployed the 100/10 service, and while there are still questions about performance, I think things are moving forward from where I feel they were.

D





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

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


3932 posts

Uber Geek
+1 received by user: 175

Trusted
Subscriber

  Reply # 633618 31-May-2012 18:54 Send private message

The friend that I mentioned earlier reckons that it seems to be back to normal now. How's everyone else going?

86 posts

Master Geek
+1 received by user: 1


  Reply # 633797 1-Jun-2012 00:05 Send private message

Nope. Youtube is pointless, browsing is mostly snail-pace during peak hours.

13 posts

Geek


  Reply # 634372 1-Jun-2012 20:10 Send private message

here is my 2 cents.
have called up telecom and requested to get connected with them. commit date is this coming thursday 7/6.
will update how the speeds are once connected. some background info, i have always been a telecom customer, got pulled in with their fantastic marketing ads, and have regretted ever since as far as speed goes. I am in central auckland with modem sync speeds being 16/1 mbps but thruput during peak times is 2.5-3 mbps local and .7-.9 download from international servers. youtube etc have always been buffering ever since i left telecom. will update the results after the changeover.

15 posts

Geek


  Reply # 636394 5-Jun-2012 22:10 Send private message

I like how I thought everything was as bad as it could be.
Until Queens birthday happened.

"Hello, is there any fault with the ADSL service atm?"
"Oh sorry, I forgot, it's not going to be anything special it's just a holiday and Telstraclear can't handle it at all."
"Apologies for wasting your time."

32KB?

Man, I was living the dream, 3.5KB on Sat, Sun and Mon.

Thanks Telstraclear, now would have been good, but I've got my connection scheduled with Vodafone on the 7th.

So you can shove it.

Have plan, send $NZD50m
3475 posts

Uber Geek
+1 received by user: 75

Subscriber

  Reply # 636399 5-Jun-2012 22:13 Send private message

Tempted: I've got my connection scheduled with Vodafone on the 7th.



lol.... you and everyone else!





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

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


DMC

70 posts

Master Geek


  Reply # 636404 5-Jun-2012 22:18 Send private message

Who may now of course end up been one in the same - how ironic.

From a purely self interest perspective hope not too many are switching across to Vodafone, wouldn't want to see any degradation in the current excellent performance!

15 posts

Geek


  Reply # 636411 5-Jun-2012 22:23 Send private message

DMC: Who may now of course end up been one in the same - how ironic.

From a purely self interest perspective hope not too many are switching across to Vodafone, wouldn't want to see any degradation in the current excellent performance!


I would say I loled when I read it, but I didn't, I certainly did not.

I'm banking on the majority already having moved to things like TCs 75 dollar plan or Snap, who're offering  top tier data allowances. Vodafone being one of the last to offer increases etc. 

Along with hoping the common herd is unaware that Vodafone IS absolutely tearing up in the quality department atm.


13 posts

Geek


  Reply # 637455 7-Jun-2012 17:41 Send private message

update...
moved back to telecom, got connected on scheduel.
modem sycn speed 15.5M / 1M
speedtest 12M / .9M
also did international speed at http://www.measurementlab.net/run-ndt
speedtest 12M / .9M


15 posts

Geek


  Reply # 637495 7-Jun-2012 20:01 Send private message

Update.

Telstra 6/6/12


Vodafone 7/6/12


Awkward.
What do you have to say for yourself Telstraclear?

566 posts

Ultimate Geek
+1 received by user: 2

Trusted
TelstraClear

  Reply # 637648 8-Jun-2012 09:20 Send private message

Hi all, as I posted in another thread:

A few weeks ago TelstraClear bought substantial extra international capacity for its network and most customers are noticing an improved Internet experience. Please remember that there are many factors that can impact on Internet speeds and you may not always notice a difference. Consumer NZ has a good backgrounder to this here: http://www.consumerspeedtest.org.nz/about.php

Some customers, particularly those in the Bay of Plenty and parts of Waikato, Taranaki and Manawatu, were also being affected by congestion. Most of these have been addressed, although there is still work being done in some places.

If you are in other parts of the country and are experiencing slower speeds than you usually get please log this so that we can investigate. We cannot track a problem and resolve it if you do not provide us with good information. Please let us know what websites you are finding slow to load and what time you tried accessing them. The information we need includes:
  • The website and whether it’s HTTP or HTTPS
  • Day and time you tried accessing the website
  • The behaviour you observed (eg, very slow loading, only some parts loading etc)
  • Error messages your browser returned
  • Traceroute data if possible, or anything else that you think might help us find and resolve your issue
  • Result of the TelstraClear speed test at http://www.telstraclear.co.nz/customer-zone/speedtest/
You can log an issue by calling us on 0508 888 800 or online at https://telstraclear.custhelp.com/app/residential/ask/p/383 (Under ‘Topic’ choose ‘Residential’, ‘HighSpeed Internet’, ‘HighSpeed Internet Fault’. You can attach documents from the form, so you can send us screenshots, logs etc. If you use this facility to log something you will then be able to log in to your account on Customer Zone and see your support history, associated reference numbers, your messages to us and the TelstraClear responses.

Please also keep a note of your ticket number and update us with other sites that you find are slow to load or do not load at all, or other behaviour that could help us isolate the issue. When you log an issue you will be given an email address that you can send this extra information to.

Note that the results of other speed test sites do not help us identify problems. This is because there are too many variables involved (as noted in the Consumer NZ backgrounder) for the results to have any meaning. For example, how many others are accessing that test site when you are, and the different servers and networks routes that can be causing bottlenecks between your machine and the speed test site.

Please note:

Not everyone is seeing what some here are reporting. Our network has been extensively checked and tested and it is working to specification, so we need more information to try and work out what you're reporting.

You need to log any issues if you want them investigated, either by calling or using the online form.

This is important: without an issue logged, and without good information on that issue, we cannot properly investigate and resolve it.

Trying to pinpoint Internet issues without good information is like expecting a taxi to pick you up from your house when all you've told the driver is what suburb you live in.

Please log the issue and provide the information. We take network performance very seriously, but cannot look into reported issues without good data.

Hope this is useful. Gary



18 posts

Geek


  Reply # 637651 8-Jun-2012 09:27 Send private message

TelstraClear: Hi all, as I posted in another thread:

Not everyone is seeing what some here are reporting. Our network has been extensively checked and tested and it is working to specification, so we need more information to try and work out what you're reporting.


.39Mb/s download during the evening can hardly be "to specification" for what's supposed to be a fast broadband service.

Gary: please explain why the TelstraClear service status page says "no issues" which is obviously incorrect. This issue has been around for the better part of 2 months now and your status page has not mentioned it, not once. Why?

DMC

70 posts

Master Geek


  Reply # 637669 8-Jun-2012 09:45 Send private message

I agree with allistar, I switched to Vodafone for two reasons - one was the poor preformance and the other (nail in the coffin) was the complete lack of communication or offical public acknowledgement from TCL.

I logged a problem on 4 May, got an email that there were some problems been reported in Tauranga area and was asked to provide some speedtest data (which I did).

I then heard absolutely nothing back, other than they my issue was apparently "solved" according to the help desk system. I logged another request about a week later for an update and was basically told the problem was still under investigation and it was not possible to provide a time for when a resolution would occur.

What is a customer reasonably supposed to do in that situation?

Interestingly I did not hear a peep from TCL after Vodafone arranged the switch-over, would have thought that I would at least have got a call asking why I switched (would have thought a residential customer spending between $125 and $250 a month was worth that) - unless of course been in Tauranga was all that they needed to know.

This is no a go at you Gary, I appreciate that technical issues do occur and can be difficult to sort out, more that someone neede to get the customer service / communication sorted out.

566 posts

Ultimate Geek
+1 received by user: 2

Trusted
TelstraClear

  Reply # 637683 8-Jun-2012 10:07 Send private message

Hi all. Please remember - not everyone is seeing what some here are reporting, and please read the Consumer NZ information about broadband.

You need to log an issue to get it sorted. We need to know your account number so we can find and 'see' your modem and try and track what's going on right from the modem to wherever the data is going to (and returning from). We need to have as much information as you can provide: is it every site or only some? Is it all times of the day or only some... all the information I noted above.

If you don't log an issue with us (and you can do it online from 'Your Stuff' under 'Customer Zone') then it can't be investigated no matter how often you post here or anywhere else. Feel free to do both, but if you don't log an issue please don't expect us to investigate.

When issues are logged we take them seriously, and we are doing that right now with the ones that have been reported. A team of technicians and experts is working through them right now, trying to find anything out-of-the-ordinary. If something is found, we fix it as quickly as we can.

Hope that helps.

Gary




18 posts

Geek


  Reply # 637686 8-Jun-2012 10:20 Send private message

TelstraClear: Hi all. Please remember - not everyone is seeing what some here are reporting, and please read the Consumer NZ information about broadband.

You need to log an issue to get it sorted. We need to know your account number so we can find and 'see' your modem and try and track what's going on right from the modem to wherever the data is going to (and returning from). We need to have as much information as you can provide: is it every site or only some? Is it all times of the day or only some... all the information I noted above.

If you don't log an issue with us (and you can do it online from 'Your Stuff' under 'Customer Zone') then it can't be investigated no matter how often you post here or anywhere else. Feel free to do both, but if you don't log an issue please don't expect us to investigate.

When issues are logged we take them seriously, and we are doing that right now with the ones that have been reported. A team of technicians and experts is working through them right now, trying to find anything out-of-the-ordinary. If something is found, we fix it as quickly as we can.

Hope that helps.

Gary



Been there, done that. Two independent logs and two official complaints. Still no progress. Issue numbers 120513-000161, 120514-000022, 120529-000057, 120608-000053. Ticket number T6475735.

And yet the service status page still hasn't been updated.

1 | 2 | 3 | 4 | 5 | 6 | 7 | 8
View this topic in a long page with up to 500 replies per page Create new topic




Twitter »
Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





Trending now »

Hot discussions in our forums right now:

How stable are snap IP addresses?
Created by Physn, last reply by timmmay on 23-Oct-2014 10:38 (19 replies)
Pages... 2


Who Audits IRD?
Created by gundar, last reply by charsleysa on 22-Oct-2014 15:52 (18 replies)
Pages... 2


Spark Socialiser
Created by freitasm, last reply by freitasm on 22-Oct-2014 18:39 (34 replies)
Pages... 2 3


American legal jurisdiction in New Zealand
Created by ajobbins, last reply by gzt on 21-Oct-2014 14:58 (30 replies)
Pages... 2


Another Trade Me competitor: SellShed
Created by freitasm, last reply by SellShed on 22-Oct-2014 11:54 (42 replies)
Pages... 2 3


iPad Air 2 and iPad Mini 3. Gonna get one?
Created by Dingbatt, last reply by Paul1977 on 23-Oct-2014 10:39 (85 replies)
Pages... 4 5 6


Theif taunts 12 year old via stolen laptop
Created by macuser, last reply by charsleysa on 22-Oct-2014 23:49 (12 replies)

22nd Only: PB Tech BROTHER HL1110 Mono laser Printer $15 shipped(after $30 cashback)
Created by loceff13, last reply by loceff13 on 23-Oct-2014 08:55 (23 replies)
Pages... 2



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.

Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.