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287 posts

Ultimate Geek
+1 received by user: 33


  Reply # 719852 20-Nov-2012 00:02 Send private message

BurningBeard: I complained and was told "I do not know any estimated time for resolution at this stage" and was offered some different DNS settings... which haven't helped.

Thin ice Telstra, thin ice...


Maybe it's time to get some publicity....

Anyone know any reporters willing to run a story along the lines that TelstraClear  's Internet service is being 'run down/neglected' by the management and new owners...

Not much good contacting the CEO now that he's accepted his 'golden handshake.'

129 posts

Master Geek
+1 received by user: 16

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  Reply # 719859 20-Nov-2012 00:19 Send private message

Max, got a question before you start toasting TelstraClear's chestnuts on a open fire.

Have you logged a fault with the TCL service Desk?  If so, were they able to give you any sort of info that helped or were they not helpful?

If there hasn't been a call to the service desk, are you honestly expecting some sort of telepathy on the part of the service desk to proactively call you about your problem or Gary to come along and sort out your issue for you?

Come on guys, I realise that the TCL Service desk has had it's challenges along the way but if you won't get off your behinds to try and seek help yourself and you then expend all this angst and frustrated energy on getting your toasting forks out on GZ, you can only reap the rewards that you sow.

No one at TCL, be it the guys that design and capacity mange the network, the Service Desk staff that do their best within their own abilities and training etc, wakes up in the mornign and thinks "I'm going to do a crap or sub-optimal job today" 

It's a large, decentralised and complex organisation.  Look at other comparably sized ISPs and ask yourself, do they always get things right first time?   Possibly not but we all still keep trying to improve on that.




"Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong." Donald Porter – British Airways

The views expressed here are my own and are not reflective of other organisms or organisations.

Have plan, send $NZD50m
3475 posts

Uber Geek
+1 received by user: 75

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  Reply # 719940 20-Nov-2012 09:32 Send private message

MaxLV: Anyone know any reporters willing to run a story along the lines that TelstraClear  's Internet service is being 'run down/neglected' by the management and new owners...


This would be like running a story titled "Kim Dotcom is a big loveable Robin Hood of the 21st century", every one already knows, so there is just no value to be had in a story.






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

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Have plan, send $NZD50m
3475 posts

Uber Geek
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  Reply # 719945 20-Nov-2012 09:43 Send private message

DoomlordVekk: Have you logged a fault with the TCL service Desk?  ...  are you honestly expecting some sort of telepathy on the part of the service desk to proactively call you about your problem ...


With all due respect DV, 'yes', at this point I do expect the L1HD to be telepathic if they want me to grace them with my calls.

I personally look forward to when Vodafone consolidate the whole exercise back in to New Zealand and hope that the new team get a clear message that they need to deliver 150% performance if they expect people to do anything but rubbish them, so yes, this does include telepathy at this point.

DoomlordVekk: or Gary to come along and sort out your issue for you?


However, I continue not to be able to speak highly enough about the social media team in the public space and those of you on staff who make a real effort to bridge the gaps that the L1HD has left.




DoomlordVekk:Come on guys, I realise that the TCL Service desk has had it's challenges along the way but if you won't get off your behinds to try and seek help yourself and you then expend all this angst and frustrated energy on getting your toasting forks out on GZ, you can only reap the rewards that you sow.

No one at TCL, be it the guys that design and capacity mange the network, the Service Desk staff that do their best within their own abilities and training etc, wakes up in the mornign and thinks "I'm going to do a crap or sub-optimal job today" 

It's a large, decentralised and complex organisation.  Look at other comparably sized ISPs and ask yourself, do they always get things right first time?   Possibly not but we all still keep trying to improve on that.


Sorry but none of this is an excuse.

With respect to doing a sub-optimal job, that's the day that 'you' should consider just not doing the job at all and finding a different place to be.

Some times folks it's time to just step aside and move on to fresh grass rather than empower something that perhaps just shouldn't exist. 

Trust me I do understand just how hard that statement is when you have a family and commitments depending on 'you' at the same time and also don't want to be labelled for leaving a sinking ship.

In Christchurch right now we're having an interesting time accepting that the CCC CEO wants to give a bunch of his team an extra day off a month.  His argument is that the cost of replacing people far out weighs the cost of giving the existing people a bit more time off to tide the flow of exit.

Time and time again DV I've talked to some of you guys about ideas that team members have been told 'no, sorry there's no money in that, so we just won't do it'.

It currently strikes me that the mix in TCL has got toxic and I do hope that the Vodafone management is able to turn that around and make it a place that people actually want to work and customers want to be loyal to.

D




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

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


BDFL
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  Reply # 719948 20-Nov-2012 09:44 Send private message

DoomlordVekk: Have you logged a fault with the TCL service Desk?  If so, were they able to give you any sort of info that helped or were they not helpful?


That would be one way of doing it. 

Still, for a company that should be listening with its (paying) customers and appears to do so via so many different media (Geekzone, Facebook, Twitter, Help Desk) TelstraClear seems to ignore signals being raised by their community.

Seeing they have a presence in so many places, thinking only a help desk contact is a valid entry point for fault reporting is silly.

Fact is, they should be listening for these reports and if more than one person (heck, a lot of people by the looks of it) complain about something going wrong, then something must be going wrong.

Time to be proactive?






Have plan, send $NZD50m
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Uber Geek
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  Reply # 719962 20-Nov-2012 10:20 Send private message

freitasm:  Time to be proactive?


+1

Have to add on the YouTube front, Sandy did cause some issues and there are reports on the NANog list today that YouTube/Google is problematic in a number of places around the world right now.

I think this 'proactive' message also needs to be pitched at users too.

I know MF spent some time developing a faults database that few people used, it left me wondering if 90% of the posts about faults are little more than trolls trying to create an impression that something isn't performing.

I have to ask how many folk are circling the 'TCL/VF' wagon thinking there's some pickings to be had while they merge the ventures.





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

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


566 posts

Ultimate Geek
+1 received by user: 2

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TelstraClear

  Reply # 719980 20-Nov-2012 10:48 Send private message

Hi everyone. We’re aware that some customers have reported intermittent poor YouTube performance. If there is an issue, it's outside our network. We have raised a ticket with Google.

Cheers, Gary

D.W

163 posts

Master Geek
+1 received by user: 1


  Reply # 719983 20-Nov-2012 10:58 Send private message

Part of the problem is this isn't the first time, it seems over the last few years this has happened 2-3 times now at least? Each time it seems to take months to be resolved.

I have two ISPs at home, one is WorldNet ADSL, and sadly their youtube performance is 10x better than Telstra Cable. I can't even watch a 1 minute video without buffering on Telstra.




9 posts

Wannabe Geek


  Reply # 720198 20-Nov-2012 16:19 Send private message

Getting this issue as well. 75% of videos won't load fast enough, even at 360p. Am on the correct DNS servers. My speed is right where it should be so seems to be an issue with Telstra Clear as other ISPs do not seem to be having the issue


33 posts

Geek


  Reply # 720225 20-Nov-2012 17:14 Send private message

I have been frustrated with this for the past week or so - youtube's servers detect my low speed and say " you poor 3rd world user, were auto feeding you at 240p"

Seriously though - yes it defaults to 240p and i have to CONSTANTLY click the speed slider bar back and forward to get feed to resume as it just hangs and goes nowhere. If i try to change to 480P forget about it

Contacted help desk and was informed there was nothing wrong with my connection as the speed test gave a fair result so nothing they could do

C'mon Telstra whats going on - are you over subscribing ? caching evrythng onto a slow NZ server to save international bandwidth or what ?



566 posts

Ultimate Geek
+1 received by user: 2

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TelstraClear

  Reply # 720584 21-Nov-2012 09:49 Send private message

pbee50: Contacted help desk and was informed there was nothing wrong with my connection as the speed test gave a fair result so nothing they could do

C'mon Telstra whats going on - are you over subscribing ? caching evrythng onto a slow NZ server to save international bandwidth or what ?



Hi. As noted above, we’re aware that some customers have reported intermittent poor YouTube performance. There is no issue inside our network so we have raised a ticket with Google for them to investigate.

287 posts

Ultimate Geek
+1 received by user: 33


  Reply # 720628 21-Nov-2012 10:40 Send private message

TelstraClear:
pbee50: Contacted help desk and was informed there was nothing wrong with my connection as the speed test gave a fair result so nothing they could do

C'mon Telstra whats going on - are you over subscribing ? caching evrythng onto a slow NZ server to save international bandwidth or what ?



Hi. As noted above, we’re aware that some customers have reported intermittent poor YouTube performance. There is no issue inside our network so we have raised a ticket with Google for them to investigate.


Here is what happens for me. 

I try to watch a video on You tube on Telstra Clear. (note this is EVERY video, not just some, at any time of the day) It take 20 - 30 seconds to start and play bar always runs faster than the load progress bar, resulting in the spinning caching indication.  1 - 2 minute videos can take up to 10 -15 minutes to be played/downloaded. (if I'm patient enough to wait for that to happen)

I have the option of downloading videos from You Tube. I start that up and and the video downloads direct from You Tube servers at 15 - 20 Mbits sec (I'm on the 15Mb/2Mb plan) most videos downloaded in under 10 seconds)

I go to Reddit.com to watch You Tube Videos. The videos download and play as they should, No delays in starting, downloading or playing.

I go back to You Tube, find the video I watched on Reddit.com, and try to watch it directly in You Tube/Telstra Clear.  Again it takes a long time to start and repeatedly stalls with the caching indication.

That would indicate to me that as I can watch You Tube Videos on Reddit.com (which will be coming from their Caching servers right?) without any problems, and can download videos direct from You Tube without any problems, but every time I try to watch the same videos directly on You Tube through Telstra Clear caching servers the slow start, slow download and stalling when playing there is a problem with the Telstra Clear caching servers with You Tube.

When I run a You Tube speed test (right click on any video, select take a speed test) it tells me my average download speed between 21/10/2012 and 19/11/2012 has been 8.23Mbits Per second.
So as far as You Tube is concerned the videos I request from them are downloading and playing without caching or stalling.

Yet when I watch a video on You Tube/Telstra Clear my download speed rarely gets better than 20 - 50 Kbps, If I watch the Video in Reddit, the download speed averages anything from 300Kbps - 900Kbitsps.

Again that indicates to me that the Telstra Clear Caching server for You Tube videos is NOT working properly when I try to watch videos on You Tube.

Of course I may be wrong, and Telstra Clear are right when they say it's not them....



1006 posts

Uber Geek
+1 received by user: 42


  Reply # 720681 21-Nov-2012 12:00 Send private message

MaxLV:I try to watch a video on You tube on Telstra Clear. (note this is EVERY video, not just some, at any time of the day) It take 20 - 30 seconds to start and play bar always runs faster than the load progress bar, resulting in the spinning caching indication.


When it starts buffering, try doing a page refresh.  For me, it almost always "fixes" it.




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My hobby - listing small amounts of interesting/useful hobby electronic components hardware and stuff on Trademe for cheap, all good geek stuff for the "maker" revolution ;-)

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64 posts

Master Geek
+1 received by user: 1


  Reply # 720838 21-Nov-2012 16:02 Send private message

sleemanj:When it starts buffering, try doing a page refresh.  For me, it almost always "fixes" it.


I have also found this can fix the issue, but not always

24 posts

Geek
+1 received by user: 2


  Reply # 720843 21-Nov-2012 16:11 Send private message

YouTube Video Speed History
Your average video speed at this location from 21 Oct 2012 to 19 Nov 2012 was 25.97 Mbps.

Video Speed Comparison (21 Oct 2012 to 19 Nov 2012)



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