Go Large Refund because service is slow

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Lothar

12 posts

Geek

#11664 5-Feb-2007 17:33

I have been a persistent caller to telecom 123 to complain that the service has slowed to snail’s pace (roughly 4x dialup!!!) since November and now I finally have a good result.
They refunded me the broadband fees since then (yes - over $150).
Can’t see any reason this won’t work for everyone so 123 away!!!

bt57

12 posts

Geek

#60329 10-Feb-2007 11:52

If it was me i wouldn't of credited you $150 just because your speed had slowed down. you can still use you compter can't you? Did that $150 increase your speed? no? Better give them another call and get another $150 then........

Lothar

12 posts

Geek

#60368 10-Feb-2007 21:36

Well i wont be getting you to become my ISP then will I.

The idea is to get people to ask for refunds as the service is unacceptable. If enough people start to do it then telecom will start to notice it on their bottom line which is a great motivator to fix the system they have put in. When you talk to the 123 people they admit there is a problem so im guessing thats why they give refunds.

bt57

12 posts

Geek

#60624 13-Feb-2007 09:22

The sooner people get it out of their heads that Telecom (or any other provider) is not a charity the better.

inane

216 posts

Master Geek

Trusted

#60652 13-Feb-2007 11:02

bt57: The sooner people get it out of their heads that Telecom (or any other provider) is not a charity the better.

yeah, but thats not the point is it? at least TCL took the iniative and said "hey we aren't happy that our customers are getting what they paid for" and offered everyone on the 10/4 plans a $20 per month rebate until the issue was resolved.

you are correct that they are not charities, they are service providers therefore if they are charging for a service, but that service is below spec they should not expect their customers to continue paying full price when they are not getting what they pay for.

if you take out a car lease on an Aston Martin DB9 and they give you a lexus, because they don't have any db9's at the moment, you would expect to get the lexus at a discount until you get the db9!!

fairly extreme example but totally relevant.

Fraktul

836 posts

Ultimate Geek

Trusted

#60669 13-Feb-2007 13:52

inane:

yeah, but thats not the point is it? at least TCL took the iniative and said "hey we aren't happy that our customers are getting what they paid for" and offered everyone on the 10/4 plans a $20 per month rebate until the issue was resolved.

Heh, getting what they paid for.

I assume thats a typo however.

inane:
you are correct that they are not charities, they are service providers therefore if they are charging for a service, but that service is below spec they should not expect their customers to continue paying full price when they are not getting what they pay for.

if you take out a car lease on an Aston Martin DB9 and they give you a lexus, because they don't have any db9's at the moment, you would expect to get the lexus at a discount until you get the db9!!

fairly extreme example but totally relevant.

Yawn, they state the service can perform UP TO the maximum connection rate on your line. Up to does not mean always at.

Using your example you would be taking your db9 back because you could not obtain the cars maximum advertised top speed at all times.

inane

216 posts

Master Geek

Trusted

#60674 13-Feb-2007 14:13

Fraktul:
inane:

yeah, but thats not the point is it? at least TCL took the iniative and said "hey we aren't happy that our customers are getting what they paid for" and offered everyone on the 10/4 plans a $20 per month rebate until the issue was resolved.

Heh, getting what they paid for. I assume thats a typo however.

Yawn, they state the service can perform UP TO the maximum connection rate on your line. Up to does not mean always at.

Using your example you would be taking your db9 back because you could not obtain the cars maximum advertised top speed at all times.

"we aren't happy that they are getting what they paid for" - what is wrong with that?+

there is always room for a bit of flexibility and leeway especially when it comes to services such as an internet connection, but from what I understand its gone completely beyond the realms of acceptable.

however, the best way to kill two birds with one stone is to vote with your wallet.

change to a non-adsl provider (seeing as all the adsl providers are still paying telecom)

if your in an area that is only servicable by adsl I do feel sorry for you as your are stuck with the monopolises to an extent, but at least change away from telecom, by all reports isp's such as Orcon are still a helluva lot better speed wise.

if they try to claim you are breaking your contract, take it to fair go or something about how your not getting what you paid for.

robscovell

123 posts

Master Geek

#60682 13-Feb-2007 15:14

I've just rented an office, and as an experiment, I signup up for Go Large for the new premises. I want to see how well VoIP works over Go Large.

I've tested the speed using this tool:

http://myvoipspeed.visualware.com/index.html

It gives me a very consistent 243k. Predictable but pathetic. I am 300 metres from the main Hamilton CBD exchange.

OK, so now do I start calling 123 and ask for this to be free of charge until speeds are faster???

Rob

Quic Broadband

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grant_k

3539 posts

Uber Geek

Trusted

#60684 13-Feb-2007 15:23

robscovell: I've just rented an office, and as an experiment, I signup up for Go Large for the new premises. I want to see how well VoIP works over Go Large.

I've tested the speed using this tool:

http://myvoipspeed.visualware.com/index.html

It gives me a very consistent 243k. Predictable but pathetic. I am 300 metres from the main Hamilton CBD exchange.

Well, you can't say you weren't warned

I would suggest going for one of the plans with Full-speed in both directions if you want to use VoIP. The reasons for this have been well covered in other threads.

robscovell

123 posts

Master Geek

#60686 13-Feb-2007 15:29

Grant17:
robscovell: I've just rented an office, and as an experiment, I signup up for Go Large for the new premises. I want to see how well VoIP works over Go Large.

I've tested the speed using this tool:

http://myvoipspeed.visualware.com/index.html

It gives me a very consistent 243k. Predictable but pathetic. I am 300 metres from the main Hamilton CBD exchange.

Well, you can't say you weren't warned

I would suggest going for one of the plans with Full-speed in both directions if you want to use VoIP. The reasons for this have been well covered in other threads.

Hi Grant,

Yeah, I know ... I wanted to see Go Large for myself!!! I have the old Adventure plan at home and will be sticking to it, thankyou very much!

As for voip over Go Large, it's actually OK. Using the highest quality codecs, you still only need about 120k in each direction, which this service does give me.

The QoS is, strangely, much better on this Go Large plan (98%) than I ever get on Adventure.

Rob

stevenz

2802 posts

Uber Geek

#60835 15-Feb-2007 06:53

The service may not "always run at full speed" but from what I've seen from those using the Go large plan, it seems to operate in a near perpetual state of extreme slowness. DNS response times are terrible, and peak time service operating at ISDN speeds isn't really acceptable given the OTT nature of their advertising. The Consumer guy, David Russell mentioned on the radio the other day that complaints about Xtras internet service made up the majority of the complaints that they received in '06, so there's obviously a lot of unhappy people. I got fed up with the poor performance even on Xtras high-end service (probably due to oversaturation) and switched over to Telstra. Whilst I loathe dealing with the company (who as per usual stuffed things up), the cable service is much nicer to use. I did find that using "alternate" DNS servers other than Xtras did help matters, but that's not strictly kosher, not to mention hardly ideal.

robscovell

123 posts

Master Geek

#60873 15-Feb-2007 12:12

I got chatting to the Telecom engineer who was rewiring my office. He fully admitted that things were not good with Xtra's ADSL service. He agreed with me that it was probably a case of the marketing people and business planners getting ahead of the technical teams. He said that there is an upgrade process going on and the 'unleashed' plans were launched too early. He also said that the international gateway was too narrow.

All that's been said before, of course ...

I suppose we've just got to put up with it until the upgrades are finished.

weblordpepe

460 posts

Ultimate Geek
Inactive user

#60962 16-Feb-2007 00:27

Yawn, they state the service can perform UP TO the maximum connection rate on your line. Up to does not mean always at.
Using your example you would be taking your db9 back because you could not obtain the cars maximum advertised top speed at all times.

SNAP!!
The point is customers -know- that their 'line' is capable of going much much faster than it does on Go Large. It's very simple. They were previously on a plan which was a certain speed typically, and when they changed to Go Large it turned to custard. Therefor they know that the limited speed is caused by the plan, not the line, or even their own computer.

That's basically the core of the anti-Go large-ism.

Lothar

12 posts

Geek

#60981 16-Feb-2007 08:13

Right, this conversation has drifted somewhat from the point of my email which was to let you all know

"You can get a refund if you are on Go Large"

because Telecom admit the service is poor and accept that its worth refunding customers.

Sucks for them, good for long suffering "go large" customers...

Now, get out there and vote with your phone so it become an untenable situation and they fix go large and were can all be happy till unbundeling time.