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  #2804783 31-Oct-2021 18:26
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quickymart:

 

Expanding on (c), as I say I worked for Spark and Telstra Clear and (certainly at the latter) people would call up every month and expect to get their entire month's usage free, even though their internet was down for all of 20 minutes or some other very short internal. Some would even get into screaming matches on the phone as they felt it was "unfair" when told no - not realising the connection is "best effort" and not guaranteed...but they thought their $80 a month connection was a top-end, full premium-grade service with guaranteed SLA's and uptime, and blah blah blah...they would argue until they were blue in the face that they should get a credit.

 

If you think that sort of thing never happens, trust me, it does. Regularly.

 

 

I appreciate that, however I would ask (for the second time in this thread) what makes telcos different from other service providers. I suspect the same group of entitled people probably also ring up their power, water, etc companies and demand a big refund when they have e.g. a 20min power/water/etc cut. Yet these other non-telco service providers still make the effort to communicate about outages. I think it's just part and parcel of providing a service people rely on. Best to provide the information transparently so that people can benefit (and I suspect more people than you realise would appreciate this). Why have a few bag eggs ruin things for everyone else?


 
 
 

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Lias
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  #2805187 1-Nov-2021 11:10
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BarTender:

 

"Best Efforts" IS the technical and industry term for the connection retail customers are paying for, there are no Service Level Agreements other than the agreed speed as part of the Crown Fibre Holdings agreements that the LFCs have signed up to. The only guaranteed speed is the 2.5Mbit reserved for VoIP traffic even for a 1GB connection. That is why RSPs/ISPs all say "Up to xx" as a speed as there are so may factors that can influence the speed.

 

I know I sound snarky when posting this but I am trying to be realistic with in my view unrealistic expectations for an ISP to be able to provide accurate and up to date information on individual broadband connections on a service that can go down at any point.

 

 

I don't think you sound snarky as much as frustrated that consumer expectations are poles apart from expectations of those in the industry which is something I've pointed out on more than one occasion. Your frustrations are just from the other end of things. The vast majority of end users have zero idea about CIR's, maintenance windows, etc, as far as they are concerned they are paying for guaranteed 1gbps speeds, with 24x7 uptime etc. You know that's not the reality, I know that's not the reality, but the LFC's and RSP's have done an utterly crap job of communicating that to the masses, so they don't. I have no magic wand to wave to fix that, but I do think that the LFC's and RSP's both have a responsibility to communicate better with the masses, and I also think that the LFC's _really_ need to ditch the attitude that only the RSP's are their customers and not the end users. Better end user access to outage/maintenance schedules  and status pages etc would be a good start, but I genuinely don't see the LFC's being very willing to take that road without regulatory intervention.





I'm a geek, a gamer, a dad and an IT Professional. I have a full rack home lab, size 15 feet, an epic beard and Asperger's. I'm a bit of a Cypherpunk, who believes information wants to be free and the Net interprets censorship as damage and routes around it.


BarTender
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  #2806413 2-Nov-2021 21:29
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Lias: I know that's not the reality, but the LFC's and RSP's have done an utterly crap job of communicating that to the masses, so they don't. I have no magic wand to wave to fix that, but I do think that the LFC's and RSP's both have a responsibility to communicate better with the masses, and I also think that the LFC's _really_ need to ditch the attitude that only the RSP's are their customers and not the end users. Better end user access to outage/maintenance schedules and status pages etc would be a good start, but I genuinely don't see the LFC's being very willing to take that road without regulatory intervention.

 

I agree with you in principal as I think that this role should fall to the LFCs more so than the RSPs. Much like with power I go to Wellington Electricity for outage information than my power retailer.

 

The main problem "with the internet is that it's considered free". Since there is a top level for pricing with unlimited GB connections and I assume usage is still doubling every 18 months or so the areas to innovate are small with a clear focus on providing higher capacity links for the same / similar price on cheaper hardware (if you can still get it). There is no other industry that doesn't have usage charges built into it, nor any other industry where the consumption is doubling at such a rate.

 

The fact that "asking your mate to fix the computer" and get 6 pack of beer if you're lucky whereas talk to anyone in the trades and good luck finding a builder, sparky or plumber to come over and do the same.

 

It's an odd little business these 1's and 0's.





and




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  #2808619 7-Nov-2021 01:46
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Mines gone down at 1:30. Nothing on the chorus map that claims to update every 3 mins. Others on Twitter on different ISPs down too. Ffffff




Richard rich.ms

danfaulknor
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  #2808620 7-Nov-2021 01:53
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Every connection we monitor in Auckland or that is handed over via a tail extension to Auckland is down





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Lumathe
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  #2808621 7-Nov-2021 01:54
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richms: Mines gone down at 1:30. Nothing on the chorus map that claims to update every 3 mins. Others on Twitter on different ISPs down too. Ffffff


Yeah just lost mine as well about the same time. Not seeing anything reported at chorus yet. Thought maybe my router was being weird, as ONT seems to be reporting it has an optical connection just fine

  #2808622 7-Nov-2021 02:11
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Down here also in West Auckland



quebec
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  #2808623 7-Nov-2021 02:26
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It’s working now

  #2808624 7-Nov-2021 02:31
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Same, back up here also

liquidcore
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  #2808627 7-Nov-2021 05:36
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I received the following yesterday - I know that the date is different but I wonder if they have some planned outages at the moment.



EDIT: Here we go - definitely a few days of scheduled outages.


quickymart
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  #2808631 7-Nov-2021 06:44
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So, notifications for planned work are sent - but it seems to depend on the provider as to whether this is passed on or not (looks like 2degrees passes them on).

 

@jmosen do you have any update?


danfaulknor
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  #2808681 7-Nov-2021 11:53
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It depends on how accurate Chorus' notifications are. We did not get any notification of this one...





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Wellingtondave
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  #2808685 7-Nov-2021 12:20
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Well at least 2 Degrees seem to care about their customers. 


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