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Topic # 121052 22-Jun-2013 18:25
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After the storm in Wellington I have been left without a working phoneline, and as such I have no internet connection (it's ADSL). I initially logged a fault yesterday, and was told that a technician was being sent out today and I would be notified by SMS with any updates.

Having heard nothing at 4pm and the line still being dead, I called the Faults helpdesk. I was told that a technician went to the exchange today and found that it was a fault affecting multiple customers, a cable had been damaged in the storm and required replacing. After asking for more information, they said that it would be fixed by Thursday, making total downtime a week.

I then asked what could be done to provide connectivity as a week is an unreasonable amount of time to be left without a connection. I was offered a free diversion from my phone number to my mobile so that incoming calls could get through, and a credit for the time without connectivity. While useful, I still have no way to make calls that aren't horrendously expensive (compared with a landline) or a reasonable ability to connect to the internet.

When I first asked about a data addition to my mobile, I was told that it is possible to have data added to a T-stick, but he didn't think he was able to do it with a cellphone (not really sure what the difference is, but oh well). As I was unable to find my T-stick at the time the representative told me he would put me through to the department that was able to put on credit and if I found my T-stick I could call back and have credit applied.

The call to the other department didn't go through and I ended up back with someone else in the same department, who denied that I could get any credit on a T-stick and that they could do absolutely nothing beyond the free diversion. I quickly asked for their supervisor, who was "unavailable" and could call me back within 3 hours. I said I would happily wait on the line until they were available and all of a sudden the rep was able to find a supervisor and talk to them (magic!). On coming back from their supervisor I was told they could make a special exception and give me $10 credit on my account to pay for usage, which wouldn't even buy me a 150MB data pack. I then asked to speak to the supervisor in person and got the same story (with extra emphasis on it being impossible for them to use their mobile network to help a landline customer that was without a connection), so I asked to speak to their supervisor. Their supervisor is unavailable as it's the weekend so I will be getting a call from them before midday on Tuesday.

I have always been very pro-Telecom as their service has generally been excellent with max line speed virtually 24/7 and good 3G coverage at my home, however this has just left me with a bad feeling about the company as a whole. I don't feel it would be unreasonable for Telecom to offer extra calling on a mobile in the household to cover the lack of free calling along with a reasonably sizable (~1GB/day) data pack so that the internet can be used to some extent while the line is out. Are my expectations over the top or are Telecom being harsh?

tl;dr: Phone/internet out for 2 days so far, won't be back till Thursday. Telecom are offering nothing more than a number diversion, is that fair?

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  Reply # 841632 22-Jun-2013 18:25
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Hello... Our robot found some keywords in your post, so here is an automated reply with some important things to note regarding broadband speeds.

 



 

If you are posting regarding DSL speeds please check that

 



 

- you have reset your modem and router

 


 

- your PC (or other PCs in your LAN) is not downloading large files when you are testing

 

- you are not being throttled by your ISP due to going over the monthly cap

 


 

- your tests are always done on an ethernet connection to the router - do not use wireless for testing

 


 

- you read this topic and follow the instructions there.

 



 

Make sure you provide information for other users to help you. If you have not already done it, please EDIT your post and add this now:

 



 

- Your ISP and plan

 


 

- Type of connection (ADSL, ADSL2, VDSL)

 


 

- Your modem DSL stats (do not worry about posting Speedtest, we need sync rate, attenuation and noise margin)

 


 

- Your general location (or street)

 


 

- If you are rural or urban

 


 

- If you know your connection is to an exchange, cabinet or conklin

 


 

- If your connection is to a ULL or wholesale service

 


 

- If you have done an isolation test as per the link above

 



 

Most of the problems with speed are likely to be related to internal wiring issues. Read this discussion to find out more about this. Your ISP is not intentionally slowing you down today (unless you are on a managed plan). Also if this is the school holidays it's likely you will notice slower than usual speed due to more users online.

 



 

A master splitter is required for VDSL2 and in most cases will improve speeds on DSL connections. Regular disconnections can be a monitored alarm or a set top box trying to connect. If there's an alarm connected to your line even if you don't have an alarm contract it may still try to connect so it's worth checking.

 



 

I recommend you read these two blog posts:

 



 

- Is your premises phone wiring impacting your broadband performance? (very technical)

 


 

- Are you receiving a substandard ULL ADSL2+ connection from your ISP?




I am the Geekzone Robot and I am here to help. I am from the Internet. I do not interact. Do not expect other replies from me.



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  Reply # 841645 22-Jun-2013 18:35
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You will not be the only one without internet be pleased you have power and a roof over your head,

Think of how busy Chorus and all the other contractors are trying to restore services not just internet and yes your expectations are over the top and to be honest you sound like a spoilt child

John

 
 
 
 


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  Reply # 841648 22-Jun-2013 18:40
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Further to this they don't want to put more load onto the mobile network so you can watch Youtube and browse trademe and post status updates on FaceBook

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  Reply # 841650 22-Jun-2013 18:42
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I can certainly understand how much of a pain it would be to be without service for a week however the expected time of resolutions provided for this by the applicable service wholesaler especially regarding a area outage are something that can not be changed, It is defined primarily due to how long the actual repair work or replacement part takes once again especially where there is a major outages across a city where all existing spare parts/tech's to do the work are already in play.

As for alternate services to use, Diversion is typical to be offered/given on request, It is something that costs the ISP to set-up however costs are typically minimal so becomes common courtesy to do, Data however is more difficult, It is a speciality request that requires adding something to the phone plan/service, This is something that actually costs a fair chunk to provide, It is once again common courtesy although not generally required to offer a smaller amount to a customer who's service is down, However where service is down for a significant amount of customers across a city along with extended outages the charges on this rack up very quickly as the data services are comparative very expensive to provide.

ISP's are not required to provide a way to access the service, They are only required to provide a credt for downtime if it is set out in the conditions of the service in the T&C's, The fact the ISP also provides a Mobile network capable of Data service is beside the point as it is a completely different service and even a completely separate class of service, It merely allows the possibility of them making a compensation offer which is typically more of a significant stuff around and expense than you would imagine (Pain in the rear to add the pack and then there's the fact that usage of the pack within the space of a day or 2 actually costs them multiples of the standard pack charges because the pack is priced under the expectation its used over the space of a month which costs them less to provide than used in 24h)




Perpetually undecided.

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  Reply # 841652 22-Jun-2013 18:43
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You will not be the only one without internet be pleased you have power and a roof over your head,

Think of how busy Chorus and all the other contractors are trying to restore services not just internet and yes your expectations are over the top and to be honest you sound like a spoilt child




^ Well said. You are not the only one.
Chorus are working hard to get everyone up and running.




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  Reply # 841653 22-Jun-2013 18:48
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Check your SLA with telecom to see what they are required to do in an this type of event. I am guessing it is considered an 'act of god'

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  Reply # 841654 22-Jun-2013 18:48
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Completely fair from Telecom, anything more would be unfair on all the other customers who's service is also affected. Thank them for the free divert and enjoy some technology downtime. After the quakes we didn't have phone or interweb for weeks, we made do.

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  Reply # 841658 22-Jun-2013 18:56
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What's your SLA with Telecom then? I imagine a lot of other customers are out as well, including business customers who will have an SLA, so they'll get their stuff fixed first..



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  Reply # 841684 22-Jun-2013 19:51
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Reading my post I can see how I could come across as a "spoilt child". The main reason I got frustrated is that I had originally been told that it was possible to get a data allowance on a T-stick to get by with, and then after being diverted to find out if the same allowance could instead be applied on a mobile phone I was suddenly told that I was entitled to nothing. This week is particularly unfortunate for me to lose internet access as I have exams to study for and without internet I will have to drive 25km to university to be able to study.

Another member of the household has called up separately and been offered 1GB of data, and moving their mobile to another plan of the same cost which bumps them up from 500MB to 750MB as well has having 150 minutes instead of ~50. As the other person wanted to confirm with me before accepting the Telecom rep will call back tomorrow to confirm. While the offer isn't perfect, the 1GB offer along with the suggested plan change is much more useful than a simple $10 credit.

Thanks to the Telecom staff that were able to help find a useful solution, it would be great if all of their staff would go to the lengths to find a helpful solution (and have the power to do so).

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  Reply # 841689 22-Jun-2013 20:08
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The offer sounds pretty generous.
Perhaps you may want to find your data stick for the next time there is an outage.
If your really serious about always having a connection... get an SLA with your provider ;-)

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  Reply # 841816 22-Jun-2013 23:37
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If it helps we have been without phone / adsl since the storm hit ( Porirua resident ). Phone came back yesterday when the power did 48 hours without both. The biggest issue from Telecom has been wait times to get through for an update and the call centre linking our ticket to the wrong outage so we end up with an alert to say things have been fixed when they haven't. Finally got an accurate update and we are all back to waiting.

I do look forward to having the net back but seeing the damage around the place I think the fact that slips, road closures and people are still without power keep it in perspective.




 

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  Reply # 841831 23-Jun-2013 01:32
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Would you expect your energy supplier to run you an extension lead from the sub station if a storm took down your power lines?

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  Reply # 841832 23-Jun-2013 02:04
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1080p: Would you expect your energy supplier to run you an extension lead from the sub station if a storm took down your power lines?


isn't that what happened in the auckland cbd when they had their huge prolonged power outage.

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  Reply # 841836 23-Jun-2013 06:23
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Not quite.
http://en.wikipedia.org/wiki/1998_Auckland_power_crisis

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  Reply # 841837 23-Jun-2013 07:47
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johnr: Further to this they don't want to put more load onto the mobile network so you can watch Youtube and browse trademe and post status updates on FaceBook


That comment came across as rude. No need to make assumptions about how said user would use mobile data.

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