Problems with international traffic on Telecom [2010 12]

Forums › Spark New Zealand (including Skinny and BigPipe) › Problems with international traffic on Telecom [2010 12]

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BDFL - Memuneh
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#413403 6-Dec-2010 12:49

craigyd: Well here it is, 3 hours after my call to Telecom and I am still awaiting my promised call back (within the hour); that doesn't surprise me, but what really annoys me, is the failure to acknowledge on their service status page that there are any problems with their network.....

If everyone finding problems could help by entering a fault in our new page, then we could get better stats on faults by ISP.

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Thunderchild

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#413405 6-Dec-2010 12:51

Been thinking it was my computer for the last day or so...

Has there been any actual response form Telecom or than 'Yes, there's an issue and we're fixing it?'

Seems like contacting them isn't going to help much.

concrete

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#413415 6-Dec-2010 13:05

I see Telecoms slow ADSL got too much for this person and enough was enough:
http://www.stuff.co.nz/the-press/news/christchurch/4427132/Car-drives-into-Telecom-store

concrete

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Geek

#413418 6-Dec-2010 13:11

I see a tweet from Telecom: "hi team - obviously we have an issue browsing international sites. our team are investigating. will keep you updated"

craigyd

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#413422 6-Dec-2010 13:18

ha! Twitter...you'd have thought they would figure out how to use the telephone first....

Oldhat

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#413428 6-Dec-2010 13:25

I have tried amazon.com while connected through the cache farm and was unable to access. I have since restarted and currently are not connecting through the cache farm and amazon.com is accessible.

Old dsl connection using assigned 202 DNS servers

Cache originally connecting through 1.1 AKmdrL2CacheBC8.telecom.co.nz

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craigyd

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#413429 6-Dec-2010 13:25

Finally spoke to Telecom again, they have no idea when the problem will be fixed or even what the problem is and their phones are overloaded with complaints....if you have been affected make a complaint and demand a credit.

gmball

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#413434 6-Dec-2010 13:30

What I find really frustrating, is obviously there is a known issue, why are Telecom never in a position to acknowledge the issue via their website under Service Status?

I wonder if they are also aware of a issue with their technical support phone system, surely their phone system must be able to handle a large number of calls, rather than disconnecting the call during the ring thru process!

Do they assume that we all use twitter?

Most people are probably going crazy thinking its their computer as there are no known network faults!

craigyd

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Wannabe Geek

#413439 6-Dec-2010 13:34

hey gmball, I asked why their website wasn't updated....their response "it's not updated in real time"!!!!

maybe they will tell us tomorrow that they are having problems yesterday!

freitasm

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#413440 6-Dec-2010 13:34

And because most operators can't do a proper job of maintaining a decent and updated status page we decided to create our own. But it will only work well if everyone with a problem joins the party...

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Oldhat

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#413442 6-Dec-2010 13:38

I would imagine that the problem would be trying to determine what international sites are affected and then the cause.

None of my favourite sites like ars, anandtech, stanford, etc were having any problems.

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EBUZZMILLER

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#413443 6-Dec-2010 13:39

Gotta love the Catch-22 that the only acknowledgement is through Twitter, yet Twitter is one of the sites that are down.

So they're basically saying 'don't ask us and don't hold your breath on us fixing it anytime soon?'

Peachy.

taneb1

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Mercury

#413450 6-Dec-2010 13:47

I know people who have had trouble loading twitter.com and have had to resort to using the mobile version through their web browser

Any comments made are my personal views and does not represent those of my employer

steve98

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#413451 6-Dec-2010 13:48

Telecom need to lift their game with acknowledging and providing updates about broadband outages, and communicating details of current issues to their front-line support teams. Again and again we are told "we can't fix it if you don't call and log a fault" -- well, I'm going to turn that around and say that we're not going to call in and log faults when we have to wait half an hour to get through, only to be answered by a team of people who generally don't believe that there's a fault, even though a thread like this is raging, and don't fill you with any confidence whatsoever that your issue is being taken seriously or recorded anywhere. You almost get the feeling that they think you're making it up.

A modern and pro-active work place would be monitoring sites like Geekzone as this is where people go when things are wrong because quite frankly you'll often get a far more knowledgeable response and it's a damn-site faster. Front-line staff should be made aware as soon as a thread like this starts to develop that something is wrong or even that a perception is starting to build that something is wrong, so that when people do call they can at least appear to be knowledgeable about it and not one step behind their customers as is often the case.

I see a couple of Telecom people have jumped in here which is great, but again they are asking people to provide full URLs of obscure web pages on blogspot that might not have worked for one person whereas lots of people have said that whole sites like Amazon or CNN aren't working for them -- aren't those examples enough?

I'd like to see a network status page on Telecom's website that isn't difficult to find and that isn't the online equivalent of Office Barbady from South Park going "Move along, move along, nothing to see here".

ptinson

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#413459 6-Dec-2010 13:59

I see a couple of Telecom people have jumped in here which is great, but again they are asking people to provide full URLs of obscure web pages on blogspot that might not have worked for one person whereas lots of people have said that whole sites like Amazon or CNN aren't working for them -- aren't those examples enough?

I ask for full URL because that is how sites are distributed across the cache farm.
So an example like "www.amazon.com doesnt work but if i go to www.amazon.com/books its fine" are very helpful as it helps us narrow down where the issue may be.

I know the sites can be obscure so i apologize for that.

Sorry this is causing issues for people.

Regards

Paul

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