Unhappy customer unsure what to do

Forums › New Zealand Broadband › Unhappy customer unsure what to do

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Stan

929 posts

Ultimate Geek
Inactive user

#897866 18-Sep-2013 17:38

Hello,

I am also with full flavor media and also experienced large packet loss during this time. As I understand it there CISCO router was dropping packets when there was a large amount of traffic going through a few weeks ago they switched us to a Juniper based system. Since then I have had a few disconnects but things seem to be getting better. I guess these are the teething issues we see with new ISPs I wouldn't be to hard on them.

My line stats below I should really be on 17a :P

coffeebaron

6235 posts

Uber Geek

Trusted

Lifetime subscriber

#897935 18-Sep-2013 19:24

Stan: Hello,

I am also with full flavor media and also experienced large packet loss during this time. As I understand it there CISCO router was dropping packets when there was a large amount of traffic going through a few weeks ago they switched us to a Juniper based system. Since then I have had a few disconnects but things seem to be getting better. I guess these are the teething issues we see with new ISPs I wouldn't be to hard on them.

My line stats below I should really be on 17a :P

Off topic: So is that now close to 10Mbps jump since I tweaked your wiring?

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Stan

929 posts

Ultimate Geek
Inactive user

#897938 18-Sep-2013 19:27

coffeebaron:
Stan: Hello,

I am also with full flavor media and also experienced large packet loss during this time. As I understand it there CISCO router was dropping packets when there was a large amount of traffic going through a few weeks ago they switched us to a Juniper based system. Since then I have had a few disconnects but things seem to be getting better. I guess these are the teething issues we see with new ISPs I wouldn't be to hard on them.

My line stats below I should really be on 17a :P

Off topic: So is that now close to 10Mbps jump since I tweaked your wiring?

Yeah and I didn't think I needed a dsl splitter. 10mbit is a nice increase.

myfullflavour

896 posts

Ultimate Geek

Trusted

Full Flavour

#897950 18-Sep-2013 19:43

There are two sides to every story and there are significant inaccuracies that have been posted by the OP in this thread.

We certainly haven't closed the door to the OP phoning us and discussing either technical or account matters, though we made it clear that any further comment the OP would like to make regarding this specific issue (the OP not being satisfied with the credit given for service outages) needs to be put in writing to us.

Not an unreasonable request considering written communication can easily be referenced in any future disputes process.

Scripture

18 posts

Geek

#897958 18-Sep-2013 19:50

Looks like a spoke a little too soon, just got home to test everything and having slow speed issues again.

Did an MTR and starting to get packet loss on 120.136.0.154

Scripture

18 posts

Geek

#897965 18-Sep-2013 20:03

Did an MTR and starting to get packet loss on 120.136.0.154

Seems to be coming right now though, and my speed is back to normal.

Well even better then normal :)

myfullflavour

896 posts

Ultimate Geek

Trusted

Full Flavour

#897971 18-Sep-2013 20:10

I've created a ticket in our end referencing the Speedtest and MTR results you posted here to check this out.

I'm not seeing any signs of packet loss or slow downs on the tests I've just run.

Just maxed out line capability on a Full Flavour VDSL connection I monitor regularly:

(This one syncs at just under 20Mbps down)

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Scripture

18 posts

Geek

#897973 18-Sep-2013 20:11

myfullflavour: There are two sides to every story and there are significant inaccuracies that have been posted by the OP in this thread.

We certainly haven't closed the door to the OP phoning us and discussing either technical or account matters, though we made it clear that any further comment the OP would like to make regarding this specific issue (the OP not being satisfied with the credit given for service outages) needs to be put in writing to us.

Not an unreasonable request considering written communication can easily be referenced in any future disputes process.

I feel that everything I have said has been completely accurate but if I had made any mistake please feel free to correct me, I didn't post this to mislead anyone in anyway.

I can understand why you want something is writing but I can't see why we can deal with it like previous issues by talking over the phone then sending something in writing after.

I just don't feel I am getting the 'Small ISP Personal Approach' that made me move over to you guys.

Would Full Flavour ever consider joining the 'Telecommunication Dispute Resolution' so issues like this could be sorted out in a way that is fair to both parties?

myfullflavour

896 posts

Ultimate Geek

Trusted

Full Flavour

#897980 18-Sep-2013 20:27

I don't believe it is in either parties interest to divulge the details of your case on a public forum such as Geekzone.

We may consider participating in the TDR service in the future but for now, if you are unhappy with the resolution we provided you for this specific case, you are welcome to lodge a complaint with the Disputes Tribunal.

itxtme

2102 posts

Uber Geek

#898527 19-Sep-2013 15:06

myfullflavour: I don't believe it is in either parties interest to divulge the details of your case on a public forum such as Geekzone.

We may consider participating in the TDR service in the future but for now, if you are unhappy with the resolution we provided you for this specific case, you are welcome to lodge a complaint with the Disputes Tribunal.

Wow, two sides huh? He has given you every opportunity to give your side of the story. It may be distasteful for it to occur in a public forum, thats the name of the game in this day and age. Check out how Vodafone support reps defuse situations on here. Your business is coming across as spiteful with the way you have handled this publicly - thought you might have a little more respect for your customers, even if you are completely right, although this isnt obviously the case here.

Geekamouse

54 posts

Master Geek

#898533 19-Sep-2013 15:18

Why are you still with these tossers? There are plenty of other providers who'd welcome your business.

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