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Topic # 99747 26-Mar-2012 20:28 Send private message

Hi all. I'm writing this on behalf of my friend as she signed up for the new Telstra deal $75/40GIG ( 2 weeks ago).  Her phone line is connected so all good there. The problem is she can not connect and she has called the help desk many times only to be on hold for x ammount of times and nothing happens. The modem she is using is a netcomm and it may be a faulty modem we are not sure.  She can connect with her vodem stick (vodafone) but not with the modem to telstra.  Could someone from telstra please reply here and any details they need I can reply and give you what you need to look into her account.


Thank You
Craig

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Uber Geek
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  Reply # 600568 27-Mar-2012 09:21 Send private message

She can call off of her mobile, if she wants direct support these forums are not the best place, try twitter at them or fil in the online form. I would reccomend just persevering with the phone suppot, wait times can be as little as 2 minutes but I have waited upwards of 50mins

Has she logged on to the backend of the modem to fill in the ADSL settings she was provided?

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  Reply # 600578 27-Mar-2012 09:46 Send private message

My brother's been struggling with the same thing for a month, he hasn't got wireless going, I think he just bought a long cord. While the TC rep on here has tried to be helpful TC as a whole have been hopeless. They don't support the wireless they supply. His laptop works fine on any other WAP, but not on the one TC supplied.

My brother lives on a farm in the middle of nowhere, and it's left to him to try to diagnose the problem. I've suggested he get someone else's laptop to try to connect, or an iPhone, but he doesn't have anyone near with one of those. He could send it to me to try to work it out, but I don't have ADSL so I'd just be testing the WAP, and really why should we have to?

TC should support the equipment they sell. And they should answer their phone in less than 45 minutes.




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Ultimate Geek
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TelstraClear

  Reply # 600581 27-Mar-2012 10:06 Send private message

weetbix43: Hi all. I'm writing this on behalf of my friend as she signed up for the new Telstra deal $75/40GIG ( 2 weeks ago).  Her phone line is connected so all good there. The problem is she can not connect and she has called the help desk many times only to be on hold for x ammount of times and nothing happens. The modem she is using is a netcomm and it may be a faulty modem we are not sure.  She can connect with her vodem stick (vodafone) but not with the modem to telstra.  Could someone from telstra please reply here and any details they need I can reply and give you what you need to look into her account.


Thank You
Craig


Hi Craig. Please email me the account number and a contact name and number and I'll ask one of the team to look into this. There is a video and other information that shows how to set up the modem here:

Broadband:

http://www.telstraclear.co.nz/customer-zone/tutorials/dynalink-web-setup.cfm

Wireless:

http://www.telstraclear.co.nz/customer-zone/tutorials/setting-up-a-dynalink-rta-wireless.cfm

Cheers, Gary

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  Reply # 600637 27-Mar-2012 11:41 Send private message

Thers a video comming LOL only good if you have internets to view it on,,, maybe you could post out a dvd to the people to help there situation,

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TelstraClear

  Reply # 600643 27-Mar-2012 11:54 Send private message

phantomdb: Thers a video comming LOL only good if you have internets to view it on,,, maybe you could post out a dvd to the people to help there situation,


Hi. In situations such as this, where the OP is trying to help a friend, the videos may be useful. We'll assist when we have the contact details.

Cheers, Gary



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Geek
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  Reply # 600702 27-Mar-2012 13:51 Send private message

Thanks  guys.  I have emailed you for you to look into her account.

We have logged into the modem put in what telstra clear has asked us to do on tech support it appears to have logged on but she has a little yellow mark by connection everytime. She has a netcom modem and we tried a different modem older dynalink but always a yellow question mark thing buy the connection. Well it's not a question mark but it's just not proper connection if that makes sense? 

Thanks Craig

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TelstraClear

  Reply # 600705 27-Mar-2012 14:02 Send private message

weetbix43: Thanks  guys.  I have emailed you for you to look into her account.

We have logged into the modem put in what telstra clear has asked us to do on tech support it appears to have logged on but she has a little yellow mark by connection everytime. She has a netcom modem and we tried a different modem older dynalink but always a yellow question mark thing buy the connection. Well it's not a question mark but it's just not proper connection if that makes sense? 

Thanks Craig


Thanks Craig. I've passed that on to the technical team. One of the specialists will call her shortly.

Cheers, Gary



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  Reply # 600716 27-Mar-2012 14:17 Send private message

Thanks so much gary i have emailed you back


Craig

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Master Geek


  Reply # 600728 27-Mar-2012 14:44 Send private message

if shes getting the yellow exclamation mark by the connection icon "limited connectivity" or "un-identified network" check to see if there is a static ip assigned on the wireless adaptor, if using vista or windows 7 , click on start, click into the search box and type ncpa.cpl and press enter. Then right click on the wireless network connection and goto properties. select internet protocol IPV4 and click properties, set to obtain ip address auto.


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  Reply # 600767 27-Mar-2012 15:20 Send private message

TelstraClear:  Hi. In situations such as this, where the OP is trying to help a friend, the videos may be useful. We'll assist when we have the contact details.

Cheers, Gary


Every one here who follows knows that I'm not always Gary's biggest supporter, but in this instance I totally agree with Gary.

Gary did post about the new vids a while back and I confess I still haven't got round to watching them, but everyone should, including me (!).

We all moan on here about the cost of services and the value we get. 

Videos are a great education tool in my view.

The TCL videos are in the public space, though I also think they should be on youtube (if they're not, as I said, I haven't even looked) so that people can watch them on their phone.

I have a smart phone with a YouTube client built in.  At $20 for a gig of data, I'm sure the YouTube clips aren't that big that I couldn't just stream them to my phone to watch if needed.

The suggestion that it's not helpful, when your ADSL modem is down, is just silly in my view. 

I hate the overseas call center. 

Everyone knows that, especially Gary, I'm sure he's personally seen my letter of complaint about that crap.

But come on guys, if we want to ever get rid of that rubbish and get support back to local Kiwi guys answering the phone then we also have to meet TCL half way.

The third world support is cheap, local support is way more expensive. 

None of us here in New Zealand are willing to man phones for $2 an hour.  In fact, most of us won't even man a phone for $25 an hour in the technical space.

Let's do some really basic math here....

$ExpensiveSupport + $GreatValue + $ReallyReliableService != $LowPrices

(eg $75/month phone, data, 40Gb etc)

Let's be honest,

Ok, I'm not a TCL fan any more....  everyone here knows that...  Gary couldn't make me happy if they give me free Tbox and free cable for a year, I'd still whinge and moan and complain!!! 

.. but let's also keep it real....

Those videos are an attempt to improve things and are the sort of innovation  that Clear Communications used to have.







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TelstraClear

  Reply # 600784 27-Mar-2012 15:41 Send private message

DonGould: The TCL videos are in the public space, though I also think they should be on youtube (if they're not, as I said, I haven't even looked) so that people can watch them on their phone.


Thanks Don. You're right - I should have mentioned that the videos are available elsewhere. They're on our YouTube and Vimeo channels too:

http://www.youtube.com/user/TelstraClearNZ

http://vimeo.com/telstraclear

Cheers, Gary




48 posts

Geek
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  Reply # 600865 27-Mar-2012 18:04 Send private message

I'm at my friends place now using my laptop still no go. I did a Network Diagnostic test and it came back saying ' DNS server not found'  possible faulty modem? 

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Wannabe Geek


  Reply # 601694 29-Mar-2012 08:45 Send private message

Has she turned on wireless on the modem?
Mine came with wireless service turned off.

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