Broadband outage this morning 2012-12-11

Forums › Spark New Zealand (including Skinny and BigPipe) › Broadband outage this morning 2012-12-11

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#730167 11-Dec-2012 09:16

Wheelbarrow01:

Broadband is not a guaranteed service. Never was. Never will be. Maybe you would be happier if we just made that one of our terms & conditions?

This quote was also in the official press release this morning so while I definitely don't agree with it, I don't see what's so inflammatory about a statement that is actually almost fact...

For us this was the second major outage in 3 days, but the customer service Ive had from telecom is far superior to any other ISP (Yes I have been a customer of all the major ones) so for now Im happy to stay with Telecom

Doing your best is much more important than being the best.

Handle9

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#730175 11-Dec-2012 09:26

Bee: Wheelbarrow01:

Broadband is not a guaranteed service. Never was. Never will be. Maybe you would be happier if we just made that one of our terms & conditions?

This quote was also in the official press release this morning so while I definitely don't agree with it, I don't see what's so inflammatory about a statement that is actually almost fact...

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http://m.nzherald.co.nz/business/news/article.cfm?c_id=3&objectid=10853234

Zeon

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#730184 11-Dec-2012 09:30

milli: I'm furious. My internet went down approx 1.30 am. I immediately got on the phone to faults and was hold for 40mins without getting through. Does everyone at Telecom go home at night? I run a business with most of my clients in America so often work through the night. I can't believe that our national carrier doesn't monitor their systems 24hrs a day. I wake to find that the fault was only acknowledged at 6am, hours after the problem started. I have a launch today, if Telecom doesn't get this fixed ASAP I will be changing to a different provider. /rant

If internet is that important for your business why are you using a residential grade broadband service or at least have services on redundant delivery mediums (e.g. one DSL and one mobile broadband)?

Even on our expensive fibre connection at work which is 1.5k a month its only guaranteed to be fixed within 8 hours before we get any financial compensation and we also have redundant connections in any case.

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gehenna

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#730192 11-Dec-2012 09:38

Handle9:
Bee: Wheelbarrow01:

Broadband is not a guaranteed service. Never was. Never will be. Maybe you would be happier if we just made that one of our terms & conditions?

This quote was also in the official press release this morning so while I definitely don't agree with it, I don't see what's so inflammatory about a statement that is actually almost fact...

QFT

http://m.nzherald.co.nz/business/news/article.cfm?c_id=3&objectid=10853234

Bit in bold is the inflammatory part. It comes across poorly, and belittles the situation of the customer....regardless of whether they should have been better prepared on their own side of things (which I agree with).

Batman

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#730193 11-Dec-2012 09:38

Not in Dunedin?

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#730196 11-Dec-2012 09:40

Oops this was a response to old post that said broadband is back

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richirvine

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#730199 11-Dec-2012 09:45

Guys, it's Richard from Telecom here (^RI on the Twitter) - apologies that Wheelbarrow1's comment have caused offence, it wasn't an authorised statement from us, as he's pointed out, it's his own opinion. It's not what I would have said, obviously ooutages like this cause our customers massive inconvenience, preaching to the converted here, it's a vital service!

We do encourage the team to participate in forums like Geekzone etc, as we want to particiapte in discussions, hear what folk are saying about our service and hopefully answer questions - we think it's a good thing.

Happy to discuss, cheers.

@richirvine
@telecomnz

GJB21

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#730202 11-Dec-2012 09:48

Wheelbarrow01:
GJB21: Now there's a company run by lawyers more intent on protecting itself than its users.
And it was a business connection, not a residential connection that was affected - but I'm sure the same exclusions will be applied there.

Broadband is not a guaranteed service. Never was. Never will be. Maybe you would be happier if we just made that one of our terms & conditions?

I think you missed the point (maybe its the stress of working at Telecom....)
I simply felt that it would be a customer-focused response to waive excess data charges on mobile broadband run up while the landline broadband was down. After all they are provided by the one overall organisation Telecom, and it would surely be positive marketing to say to business customers who have their broadband, mobile and landline calling with Telecom that if one part of the "service" is down you can fall back to an alternative and it shouldn't cost you more than you're already paying for the overall "service".
But I see its easier to thrust the legal disclaimers in their face.

gehenna

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#730217 11-Dec-2012 10:01

richirvine:

Happy to discuss, cheers.

Thanks for the clarification.

plambrechtsen

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#730218 11-Dec-2012 10:02

GJB21:
Wheelbarrow01:
GJB21: Now there's a company run by lawyers more intent on protecting itself than its users.
And it was a business connection, not a residential connection that was affected - but I'm sure the same exclusions will be applied there.

Broadband is not a guaranteed service. Never was. Never will be. Maybe you would be happier if we just made that one of our terms & conditions?

I think you missed the point (maybe its the stress of working at Telecom....)
I simply felt that it would be a customer-focused response to waive excess data charges on mobile broadband run up while the landline broadband was down. After all they are provided by the one overall organisation Telecom, and it would surely be positive marketing to say to business customers who have their broadband, mobile and landline calling with Telecom that if one part of the "service" is down you can fall back to an alternative and it shouldn't cost you more than you're already paying for the overall "service".
But I see its easier to thrust the legal disclaimers in their face.

Worth having a chat with the helpdesk or via online chat in regards to your inconvenience and see what they can do for you, as it would normally be on a case by case basis.

Have you tried them and what sort of response did you get?

bluestreak101

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#730222 11-Dec-2012 10:06

milli: I'm furious. My internet went down approx 1.30 am. I immediately got on the phone to faults and was hold for 40mins without getting through. Does everyone at Telecom go home at night? I run a business with most of my clients in America so often work through the night. I can't believe that our national carrier doesn't monitor their systems 24hrs a day. I wake to find that the fault was only acknowledged at 6am, hours after the problem started. I have a launch today, if Telecom doesn't get this fixed ASAP I will be changing to a different provider. /rant

I have worked on many different networks for the past few years and met quite a few customers who have the same problem where the internet is a big part of their work, and they rely on it a great deal at times outside of normal business hours.

My understanding is that ADSL is never a guaranteed service and should never be relied upon in this fashion, as it will invariably bite you in the proverbial.

If you wish to have a service that is 99.999% available you have two real options:

1. Get a super expensive connection (fibre) that has a support agreement in place that covers the times of work.

2. Deploy a fault tolerant system with two different providers on two different technologies. ADSL + 3G for example.

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gehenna

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#730238 11-Dec-2012 10:14

bluestreak101:
milli: I'm furious. My internet went down approx 1.30 am. I immediately got on the phone to faults and was hold for 40mins without getting through. Does everyone at Telecom go home at night? I run a business with most of my clients in America so often work through the night. I can't believe that our national carrier doesn't monitor their systems 24hrs a day. I wake to find that the fault was only acknowledged at 6am, hours after the problem started. I have a launch today, if Telecom doesn't get this fixed ASAP I will be changing to a different provider. /rant

I have worked on many different networks for the past few years and met quite a few customers who have the same problem where the internet is a big part of their work, and they rely on it a great deal at times outside of normal business hours.

My understanding is that ADSL is never a guaranteed service and should never be relied upon in this fashion, as it will invariably bite you in the proverbial.

If you wish to have a service that is 99.999% available you have two real options:

1. Get a super expensive connection (fibre) that has a support agreement in place that covers the times of work.

2. Deploy a fault tolerant system with two different providers on two different technologies. ADSL + 3G for example.

That's a pretty salient post for a first timer, welcome to GZ :)

BlueToothKiwi

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#730260 11-Dec-2012 10:40

Bee:
For us this was the second major outage in 3 days, but the customer service Ive had from telecom is far superior to any other ISP (Yes I have been a customer of all the major ones) so for now Im happy to stay with Telecom

Likewise for me (see my post here) - but my experience is not consistent. After my three days of outage last week, I was better prepared this time.

The thing that annoys me about residential DSL is the need to manually reboot the modem after the service is restored, and have to physically log on to the modem and press the Connect button from the Broweser. WHy cant this be automated?

Tim M, Auckland
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plambrechtsen

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#730271 11-Dec-2012 11:06

BlueToothKiwi:
Bee:
For us this was the second major outage in 3 days, but the customer service Ive had from telecom is far superior to any other ISP (Yes I have been a customer of all the major ones) so for now Im happy to stay with Telecom

Likewise for me (see my post here) - but my experience is not consistent. After my three days of outage last week, I was better prepared this time.

The thing that annoys me about residential DSL is the need to manually reboot the modem after the service is restored, and have to physically log on to the modem and press the Connect button from the Broweser. WHy cant this be automated?

It depends on your modem, but normally if you have one of the new Technicolour ones (TG582n) they should just reconnect. Or when you start trying to browse the intertubes again the modem re-dials and brings the session up again. That's what happened with me this morning. No reboot, just had to ping google again, wait about 20 seconds and then it was back up again.

Nebbie

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#730296 11-Dec-2012 11:38

Wheelbarrow01:

Broadband is not a guaranteed service. Never was. Never will be. Maybe you would be happier if we just made that one of our terms & conditions?

I would say the same too :) Not offended but understand.

Across all ISP's in NZ I have yet to come across a res plan that has a SLA, a number of Bis plans have SLA's on them if the connection goes you call your account manager and moan about the outage and you get a nice little credit on your account.

I find it absolutely not acceptable for a customer to expect automatic credits for down time. If you want a credit call in state your reason and you might get a credit in fact its highly likely you will get a credit.

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