An example of substandard TelstraClear service... let's see how they go

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Forums › TelstraClear › An example of substandard TelstraClear service... let's see how they go

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DonGould

don@i.am.a.can.do.kiwi.nz
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Reply # 640992 14-Jun-2012 20:54
sbiddle: I've yet to actually read a single good reason why Telstra would want Telecom. It seems every expert analyst keep spinning this line but doesn't have a single reason why they would be interested. I would argue TCL is a far better asset to own than Telecom. AAPT, SCX and the PPCW tie up. Telecom has way more fibre, read Jon's post on NZNog on Thursday. Telstra.au are in the mobile business and see that as the future, not HFC fixed line networks. Imagine a seemless mobile network that stretches all the way into Asia. Promote New Zealand - Get yourself a .kiwi.nz domain name!!! Check out mine - i.am.a.can.do.kiwi.nz

surfisup1000

590 posts

Ultimate Geek

Reply # 641004 14-Jun-2012 21:26
sbiddle: The problem however is that if a helpdesk dare suggested to a customer that the problem isn't their fault and they should contact an outside expert which may mean (shock horror) that they would have to pay There is something about IT where people seem to expect support for free. IT people are not paid enough as it is :)

timmmay

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Reply # 652568 8-Jul-2012 17:47
From memory I asked TelstraClear to turn off the paid cable TV service on the 1st of July, but it's still working just fine. Gary, can you please check the call details and see what date I requested, and if was meant to be 1st July can you ask the guy who said he'd turn it off on that date to both turn it off and ensure I won't be billed from that date. Asus eee pad transformer iPod 2G Windows 7 PC Lots and lots of Nikon camera gear

TelstraClear

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Reply # 652764 9-Jul-2012 09:50
Hi Tim. I'll get that looked into for you. Cheers, Gary

Pakajac

3 posts

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Reply # 661950 25-Jul-2012 18:37
Our broadband and T-Box went down last week and I have been really disappointed with Telstra's response, or lack of. When I called to report the fault there was a 70 minute wait so gave up. Managed to get through the following day and the earliest a technician could come out was 3 days later. After waiting around for the tech all afternoon we got a call saying that it was a network issue so he didn't need to come into the house. Still no service the next day so called and was advised that resolution could range from 1 hour to 10 days. The next day I phoned to ensure that we would not be billed for broadband and T-Box downtime on our next account. They couldn't do that and advised to call back and ask for a retrospective credit once everything was working again. Broadband came back on 3 days later. No contact from Telstra to let me know though, I just happened to reboot the modem on the off-chance. Still no T-Box service so called for an update. Turns out that they had closed off the original job so had to open a new one. The earliest a tech could take a look at it would be another 3 days. So that is 2 weeks running and hopefully everything might work again this weekend. I am now looking at alternative providers. These guys are just useless.

DonGould

don@i.am.a.can.do.kiwi.nz
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Reply # 661960 25-Jul-2012 18:47
Pakajac: These guys are just useless. Just out of interest... how many years of fault free service have you had? Why didn't you just post on GZ asking for help? Anyone browsing the forums for just 10 minutes could find out that the helpdesk is often hopeless but the Facebook page or GZ or even the FairGo FB page or the GZ irc channel always seem to result in fantastic service?! Promote New Zealand - Get yourself a .kiwi.nz domain name!!! Check out mine - i.am.a.can.do.kiwi.nz

Pakajac

3 posts

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Reply # 662015 25-Jul-2012 20:45
Zero years of fault free services. Just a long series of faults over many years spaced sufficiently enough apart for me to not be prompted to switch. Interesting that social media is more effective than direct contact in getting things resolved. Thanks for the tip.

TelstraClear

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Reply # 662192 26-Jul-2012 09:26
Pakajac: Our broadband and T-Box went down last week and I have been really disappointed with Telstra's response, or lack of. Hi Pakajac. Sorry to hear that you've had problems. If you email me your account number and a contact name and phone number I'll ask one of the team to look into this for you. Gary

DonGould

don@i.am.a.can.do.kiwi.nz
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Reply # 662441 26-Jul-2012 15:26
Pakajac: Interesting that social media is more effective than direct contact in getting things resolved. Thanks for the tip. You're welcome for the tip. It's not really that interesting that the social media space is more effective. Social media can be very damaging, so most companies put people on the case who have a bit more experience to deal with issues. In my view it can also be a really useful tool. I've had issues, as everyone here knows, but it's also users who 'crowd source' help which is also great. I don't work for TCL, I'm not paid by them, but I'm always willing to try and help others with issues where I can because others have helped me. We all want cheaper services, more value and more 1's and 0's. I figure that the more we do in this space to help each other and understand the issues the more 1's we can collectively get... sure I know that might sound a bit commie... but hey. D Promote New Zealand - Get yourself a .kiwi.nz domain name!!! Check out mine - i.am.a.can.do.kiwi.nz

khull

634 posts

Ultimate Geek

Reply # 662481 26-Jul-2012 16:11
Not intending to be personal attack at anyone but that sounded consistent with my experience with Voda - so looks like they found a perfect match. Voda's approach to problems in my personal experience in the past goes something along the lines "it's not us, it must be you"

kawaii

336 posts

Ultimate Geek

Reply # 662705 27-Jul-2012 00:26
I guess this is the 'grand unifed thread' for all TelstraClear related complaints. 20 minutes ago the only channel I could get was channel 1 - none of the other ones would load. I reset the set top box and it rebooted, found the channels then when I changed the channels it came up (which in a nutshell) said that I needed to turn off the box for 30 seconds and reboot. I followed the instructions and it rebooted - now every channel I go to says that the channel is scrambled and I need to subscribe to it. I reset the top box again and same message. This truly is pathetic - I'm a shift worker and this is the time I can have some quiet television at home but TelstraClear is non-contactable. All I can say regarding the Vodafone buyout of TelstraClear - I feel sorry for those having to do the hard work behind the scenes integrating a disfuctional organisation into the larger Vodafone way of doing things. MacBook Pro 13.3" Mid-2012; iMac 3.4Ghz 27-inch (BTO) Late-2012; iPhone 5 64GB; Airport Extreme Base Station

ZollyMonsta

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Reply # 662710 27-Jul-2012 01:06
Hi Kawaii Check your set top box now and it should be all working. Cheers Grant

Pakajac

3 posts

Wannabe Geek

Reply # 662806 27-Jul-2012 10:20
All sorted last night with a replacement T-Box. Thanks Gary (and Geekzone) for the prompt action.

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