[WXC/VFX] Xnet Refunds

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Prime

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#21877 9-May-2008 16:55

Due to the very long international issue, and the lack of service that we are paying for, has anyone asked for a refund or at least a credit or discount towards their bills for services that are not be provided?

I am on FS down and FS up and as for alot of us the international issue is a joke, as basically peak time and we are screwed, I play MMos and peak time is when i use it the most for gaming, and for the last 2 months have been getting terrible lag to the US where the servers are hosted, affecting my gameplay...

Whats been the outcomes for people who have asked for refunds as im about to send my email complaining.

linw

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#129813 10-May-2008 09:18

Good luck. My email disappeared into the big black email hole.

scottjpalmer

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#129832 10-May-2008 11:13

Lets not turn this into yet another whinge about Xnet thread, there are already plenty you can read through and add your 5c too.

You won't get a refund. Instead of wasting your time and ours crying why don't you vote with your feet and head off to a different ISP.

P.S. I'm still with Xnet, sure it slows down at night but you have to take the good with the bad and I am confident it will be sorted one day.

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#129833 10-May-2008 11:15

Unless theyve stated in their T and C/agreement with you, that you will have max speed all the time, I think youre barking up a tree with noone in it.

No ISP guarantees the speed etc, thats why they dont specify what speed you'll get in their plans.

Yup, its crappy its happened, but you have not been without any service at all, its just been slower than usual. At least theyre working on a solution unlike some ISP's who just dont care at all.

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Prime

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#129921 10-May-2008 19:13

scottjpalmer: Lets not turn this into yet another whinge about Xnet thread, there are already plenty you can read through and add your 5c too.

You won't get a refund. Instead of wasting your time and ours crying why don't you vote with your feet and head off to a different ISP.

P.S. I'm still with Xnet, sure it slows down at night but you have to take the good with the bad and I am confident it will be sorted one day.

I dont think I have cried once about my Xnet issue, I am simply asking what others who may have asked for refunds or credits have gotten or not...

You sir do not have to read a thread nor reply to one if it does not meet with your approval on postings.

And Kudos to you with sticking with Xnet, and for the time being I am also, however when one gets substandard service I for one try to find a solution, and when you use a service that is mostly during peak time and its bad can you please point out what the good is with it?

scottjpalmer

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#129930 10-May-2008 20:16

The good: No minimum contract, free VFX, helpdesk staff that speak proper english, pay per GB, provision of naked DSL, innovative approach to managing a near un-manageable traffic issue of being unable to purchase bandwidth for a specific (peak) time of the day (this is just beginning, the encouraging the leechers offpeak), . . .

For whoever asked me to do a peak speedtest a few weeks back, I guess now is reasonably peak-ish, although some people will be out having a life :-)

manhinli

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#129933 10-May-2008 20:25

Just look at some of the Terms you would have had to agree with:

Our Commitment of Service to You
4. Once you are connected to our Network we aim to provide you with consistently reliable and
good quality service. We do not guarantee that the service we provide will be perfect. When
your connection is disrupted we will do our best to reinstate our service to you as soon as we
can.

Compensation and Liability
20. If you are a residential customer, you may have rights under the Consumer Guarantees Act
1993 in addition to the rights set out in this contract and the terms of this contract shall apply
subject to the provisions of the Consumer Guarantees Act 1993. If, however, you receive goods
or services from us for the purposes of a business, then you agree that the Consumer Guarantees
Act 1993 will not apply to this contract or any of our business dealings.

21. Subject as above we make no representation and give no assurance, condition or warranty
of any kind to you in relation to the goods or services that we provide to you and we accept no
liability for any direct or
indirect or consequential loss or damage of any kind arising out of or attributable to any breach by
us of any warranties, conditions or obligations under this contract or negligence or otherwise.

23. We will accept no liability for any loss or damage, including, without limitation, indirect
and consequential losses, caused by another carrier suspending or interrupting its service to us
which affects our ability to provide our services to you or any other cause beyond our reasonable
control.

27. Regardless of the legal basis of any claim of any kind made against us, our maximum liability
to you will be limited to the lesser of the price paid for the goods or services supplied by us
which give rise to that claim or the price paid for the goods or services supplied by us to you
during any 12-month period.

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cokemaster

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#129934 10-May-2008 20:31

If I was you, I would ask for some partial credit for the prolonged low quality of service received of the last couple of months.

Provided that you presented your complaint in a constructive manner, I see no reason why they shouldn't take your complaint seriously.

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grant_k

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#129947 10-May-2008 21:15

scottjpalmer: For whoever asked me to do a peak speedtest a few weeks back, I guess now is reasonably peak-ish, although some people will be out having a life :-)

As per the discussion in the Xnet International issue Mega-thread, it has been proven that Speedtest.net results to the LA server are not particularly meaningful. For whatever reason, they frequently give a download speed which is up to 20 times faster than what you get on "Real World" applications such as YouTube.

Out of interest, I tried streaming a YouTube video clip just now, and while that was happening I measured the actual download speed at 250kbps. This is definitely an improvement on recent nights where the speed was more like 130 to 160kbps, but there is still some way to go before it would be considered a decent speed for an international connection.

Nevertheless, it is a move in the right direction -- Good on Ya Xnet

To give a meaningful speed measurement, I would suggest measuring the download speed while receiving a file via HTTP/FTP, or simply streaming a YouTube video as I did. That will give you a much more realistic result than Speedtest to LA.

In order to do this, you will need a Utility such as DU Meter: http://www.dumeter.com/

This is an extremely handy little program which I have been using since first getting broadband way back in 1999. The Stopwatch function is perfect for measuring average Download or Upload speed during a sustained traffic stream or large file transfer. It shows both the average and maximum speed as well as the total amount of data transferred in both directions.

scottjpalmer

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#129952 10-May-2008 21:37

Great tool!! Thanks.

Prime can you do some testing for us also?

I just opened 3 YouTube videos simultaneously, they all downloaded faster than they played, and DU Meter reports max rate 3.3Mbps and 2.1Mbps average - looks like we are well outside of "peak time" at the moment.

grant_k

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#129954 10-May-2008 21:40

scottjpalmer: I just opened 3 YouTube videos simultaneously, they all downloaded faster than they played, and DU Meter reports max rate 3.3Mbps and 2.1Mbps average

Awesome! You have nothing to complain about there

Maybe this issue really has been fixed?

P.S. I just tried playing a YouTube video on the Office connection which is FS/FS (Xnet Flood). The Dark Red buffer bar very slowly edged ahead of where it was playing so this would indicate a download speed of around 300kbps which is just a little faster than my home connection for whatever reason.

Still pretty marginal for YouTube watching, but a definite improvement on the speeds a few days back.

scottjpalmer

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#129955 10-May-2008 21:42

Maybe all the leechers are out having a life and left their PC's off??

Let's do some testing on some weeknights this week.

But yes, fingers crossed!