A client (a charity in Hamilton) has been having massive problems with TelstraClear. They recently moved premises and their ADSL should have been up and running over a week ago.
Firstly, it was provisioned on the wrong line. That has taken a week to sort out, but the authentication problem was happening on that line too.
There is a strong ADSL signal but the PPP connection fails because of 'incorrect username/password'.
Today, I spent 3 hours on the phone to TelstraClear, being bounced from person to person. All in all, I was given 5 different username/password combinations, none of which worked. Each person told me that the previous person had given me the wrong username. At least they all agreed on the password!
One of the TC people told me that it must be the modem, and to ring the DSE helpdesk!
I asked one of the people I spoke to to send round a line technician with a modem, to prove that the problem wasn't with my modem. He came round within 30 mins, and indeed, proved that the problem was not with my modem. He also left the modem with me for further testing.
Another person said that there were national problems with the TelstraClear service and it was probably that. However, the modem the technician left connected with no problems with his test username/password.
Each person I spoke to said that *their* username/password combo worked when they tested on their desk.
The problem is clearly with authentication at their end, and I have proved this. However, I can't get anyone to do anything about it!
This is so frustrating.
Does anyone have any advice on how to get TC to (a) understand a problem and (b) do something about it?