Telecom Broadband and technical support are joke

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Ragnor

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#331430 18-May-2010 16:03

cocoalove: They could've given more information instead of just saying "In scope, case closed". For example, your area is very congested and the cabinet in your area can't keep up with demands until Apr next year. So I don't think it was a good service.

If support quality is important to you you would probably get better service from Maxet, Xnet, Inspire, Actrix, Iconz and Snap who still have local NZ based 1st level support with actual techs rather than outsourced CSR's.

Not sure about Orcon and Vodafone thesedays.

Slingshot, Telecom, Telstra have all oursourced 1st level support overseas if I recall correctly.

Typically ISP's with NZ based support with actual techs rather than script reading CSR's have higher prices than the others. Classic case of: you get what you pay for.

Cymro

283 posts

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#331458 18-May-2010 16:49

Ragnor:
cocoalove: They could've given more information instead of just saying "In scope, case closed". For example, your area is very congested and the cabinet in your area can't keep up with demands until Apr next year. So I don't think it was a good service.

If support quality is important to you you would probably get better service from Maxet, Xnet, Inspire, Actrix, Iconz and Snap who still have local NZ based 1st level support with actual techs rather than outsourced CSR's.

Not sure about Orcon and Vodafone thesedays.

Slingshot, Telecom, Telstra have all oursourced 1st level support overseas if I recall correctly.

Typically ISP's with NZ based support with actual techs rather than script reading CSR's have higher prices than the others. Classic case of: you get what you pay for.

His replies came from Telecom's Complex support, which is in New Zealand.

Ragnor

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#331462 18-May-2010 16:54

Hmm it kind of looked like it was a generic CSR replying after checking with the network/complex group. I stand corrected.

cocoalove

9 posts

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#331475 18-May-2010 17:17

I've informed them again with a test result taken from yesterday. They sent me a reply with a same story. 84.8Kbps is still within scope? What a joke!

feedback/questions (Me)
========================================
Blah Blah (some what high tempered)
17/05/10 9:45 pm
Your line speed is approximately 84.8 Kbps or 10.4 KB/sec
( Where kb = kilobits and kB = kiloBytes )

Telecom Response 18/05/2010 15:56
=========================================
Thank you for your patience.
I have been advised by our network team that your speeds are within scope and this case has been closed. Please let me know if you are still experiencing any issues.

If you have any further queries please don't hesitate to contact our Broadband team on 0800 22 55 98.

Kind regards
---------------------------------------
Complex Technical Support
Telecom New Zealand Limited
---------------------------------------

l43a2

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#331527 18-May-2010 18:46

cocoalove: I've informed them again with a test result taken from yesterday. They sent me a reply with a same story. 84.8Kbps is still within scope? What a joke!

feedback/questions (Me)
========================================
Blah Blah (some what high tempered)
17/05/10 9:45 pm
Your line speed is approximately 84.8 Kbps or 10.4 KB/sec
( Where kb = kilobits and kB = kiloBytes )

Telecom Response 18/05/2010 15:56
=========================================
Thank you for your patience.
I have been advised by our network team that your speeds are within scope and this case has been closed. Please let me know if you are still experiencing any issues.

If you have any further queries please don't hesitate to contact our Broadband team on 0800 22 55 98.

Kind regards
---------------------------------------
Complex Technical Support
Telecom New Zealand Limited
---------------------------------------

Seems 10KB/s is broadband these days :)

System

521 posts

Ultimate Geek

#331551 18-May-2010 19:56

l43a2:
cocoalove: I've informed them again with a test result taken from yesterday. They sent me a reply with a same story. 84.8Kbps is still within scope? What a joke!

feedback/questions (Me)
========================================
Blah Blah (some what high tempered)
17/05/10 9:45 pm
Your line speed is approximately 84.8 Kbps or 10.4 KB/sec
( Where kb = kilobits and kB = kiloBytes )

Telecom Response 18/05/2010 15:56
=========================================
Thank you for your patience.
I have been advised by our network team that your speeds are within scope and this case has been closed. Please let me know if you are still experiencing any issues.

If you have any further queries please don't hesitate to contact our Broadband team on 0800 22 55 98.

Kind regards
---------------------------------------
Complex Technical Support
Telecom New Zealand Limited
---------------------------------------

Seems 10KB/s is broadband these days :)

You might not be far from the truth. The other thing is broadband problems seem to be far too high in this country, pretty much everybody i know has had issues with their broadband connection on more than one occasion.

PC: 3.3ghz Core i5-2500, 8gb DDR3, ATI Radeon 5850, 27" QHD IPS Monitor

Mobile Phone: iPhone 5 32gb Graphite.

richms

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#331560 18-May-2010 20:10

I thought it was 32kb/s that they had to provide or something astonishinly crap?

In anycase, keep logging faults, and as the service is not fit you will have no problems getting out of any contract you have with them.

Richard rich.ms

Quic Broadband

Move to New Zealand's best fibre broadband service (affiliate link). Free setup code: R587125ERQ6VE. Note that to use Quic Broadband you must be comfortable with configuring your own router.

robbyp

1199 posts

Uber Geek

#331564 18-May-2010 20:15

System:
l43a2:
cocoalove: I've informed them again with a test result taken from yesterday. They sent me a reply with a same story. 84.8Kbps is still within scope? What a joke!

feedback/questions (Me)
========================================
Blah Blah (some what high tempered)
17/05/10 9:45 pm
Your line speed is approximately 84.8 Kbps or 10.4 KB/sec
( Where kb = kilobits and kB = kiloBytes )

Telecom Response 18/05/2010 15:56
=========================================
Thank you for your patience.
I have been advised by our network team that your speeds are within scope and this case has been closed. Please let me know if you are still experiencing any issues.

If you have any further queries please don't hesitate to contact our Broadband team on 0800 22 55 98.

Kind regards
---------------------------------------
Complex Technical Support
Telecom New Zealand Limited
---------------------------------------

Seems 10KB/s is broadband these days :)

You might not be far from the truth. The other thing is broadband problems seem to be far too high in this country, pretty much everybody i know has had issues with their broadband connection on more than one occasion.

It is actually the same in the UK too, I don't know anyone over there who hasn't had issues. People had the same issues on dial up too during peak times.

System

521 posts

Ultimate Geek

#331575 18-May-2010 20:26

robbyp:
System:
l43a2:
cocoalove: I've informed them again with a test result taken from yesterday. They sent me a reply with a same story. 84.8Kbps is still within scope? What a joke!

feedback/questions (Me)
========================================
Blah Blah (some what high tempered)
17/05/10 9:45 pm
Your line speed is approximately 84.8 Kbps or 10.4 KB/sec
( Where kb = kilobits and kB = kiloBytes )

Telecom Response 18/05/2010 15:56
=========================================
Thank you for your patience.
I have been advised by our network team that your speeds are within scope and this case has been closed. Please let me know if you are still experiencing any issues.

If you have any further queries please don't hesitate to contact our Broadband team on 0800 22 55 98.

Kind regards
---------------------------------------
Complex Technical Support
Telecom New Zealand Limited
---------------------------------------

Seems 10KB/s is broadband these days :)

You might not be far from the truth. The other thing is broadband problems seem to be far too high in this country, pretty much everybody i know has had issues with their broadband connection on more than one occasion.

It is actually the same in the UK too, I don't know anyone over there who hasn't had issues. People had the same issues on dial up too during peak times.

Wow i couln't imagine dial-up getting any slower...

PC: 3.3ghz Core i5-2500, 8gb DDR3, ATI Radeon 5850, 27" QHD IPS Monitor

Mobile Phone: iPhone 5 32gb Graphite.

nickb800

2719 posts

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#331595 18-May-2010 20:57

Ragnor:
cocoalove: They could've given more information instead of just saying "In scope, case closed". For example, your area is very congested and the cabinet in your area can't keep up with demands until Apr next year. So I don't think it was a good service.

If support quality is important to you you would probably get better service from Maxet, Xnet, Inspire, Actrix, Iconz and Snap who still have local NZ based 1st level support with actual techs rather than outsourced CSR's.

Not sure about Orcon and Vodafone thesedays.

Slingshot, Telecom, Telstra have all oursourced 1st level support overseas if I recall correctly.

Typically ISP's with NZ based support with actual techs rather than script reading CSR's have higher prices than the others. Classic case of: you get what you pay for.

Slingshot's support is in Auckland IIRC, and is usually pretty good. They seem to have a few asian ethnicity staff however which can give people the impression that they are offshore.

cocoalove

9 posts

Wannabe Geek

#331929 19-May-2010 17:15

The final reply from Telecom.

feedback/questions (me) 18/05/2010 09:40
===============================
How come getting 84.8Kbps(10.4 KB/sec) speed at 9:45pm is within scope on capped plan??
I didn't use all 20GB allowance yet.
Please explain why such a speed is within scope.

Our Response 19/05/2010 14:52
===============================
Our network team have advised that the connection is within specification of the exchange equipment. It is important to know when you use the Internet you are sharing it with other users. As a result, the time it takes for your computer to receive or send information will be affected during busy periods.
On a final note, it is important we clarify something mentioned within our Broadband Terms & Conditions (accessible from http://www.telecom.co.nz/). Telecom Broadband is a best effort service. We do our best to provide a reliable service but because the Internet is, by its very nature, unpredictable we cannot guarantee specific speed performance. Nonetheless, we will endeavour to fix any fault identified within the Telecom network.

That was much better than just saying "Within scope, case close".
So, what options do I have? Will it get better if I change ISP? or just wait until ADSL2 upgrades?

Ragnor

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#332025 20-May-2010 00:39

Ask your neighbours if they get the same bad speeds in peak time.

If it's backhaul congestion it's fruitless to change ISP.

l43a2

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#332026 20-May-2010 00:58

Ragnor: Ask your neighbours if they get the same bad speeds in peak time.

If it's backhaul congestion it's fruitless to change ISP.

not a bad idea! good thinking :)

SmartDumbAss

37 posts

Geek

#333493 23-May-2010 02:52

Have you checked your connect rates in the modem? If they are falling it's a fault/incorrect setup if they are staying high then I'd agree with Ragnor and it's a backhaul issue.

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