Any way to contact Telecom after 10PM?

Forums › Spark New Zealand (including Skinny and BigPipe) › Any way to contact Telecom after 10PM?

jackfry

227 posts

Master Geek
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#123468 8-Jul-2013 22:14

Hi,

Seems as though I have been throttled. I have gone over 50GB and been capped but my cap should have changed to 80GB today.

I checked on the Telecom usage checker and says I have 80GB but have only used 53GB. Tried the 123 number no one is there, tried live chat its offline and tried their twitter but no one replied.

I work at home so my internet at full speed is important as I work through the night. Does anyone know how I could possible get this fixed instead of having to wait till tomorrow morning?

Thanks :)

mattwnz

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#851267 8-Jul-2013 22:18

Online support via email?

jackfry

227 posts

Master Geek
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#851272 8-Jul-2013 22:26

mattwnz: Online support via email?

Cheers I'll give that a shot.

/edit: Says they will reply within 24 hours :-/

l43a2

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#851274 8-Jul-2013 22:53

call 0800 22 55 98

ajobbins

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#851277 8-Jul-2013 23:06

Tried rebooting your modem? Sometimes take a reboot to get the speed to change back

Twitter: ajobbins

jackfry

227 posts

Master Geek
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#851280 8-Jul-2013 23:25

ajobbins: Tried rebooting your modem? Sometimes take a reboot to get the speed to change back

Yeah tried that, no luck.

michaelmurfy

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#851328 9-Jul-2013 08:32

I saw you tweeted us last night, is it unthrottled now?

Michael Murphy | https://murfy.nz
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jackfry

227 posts

Master Geek
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#851447 9-Jul-2013 11:35

michaelmurfy: I saw you tweeted us last night, is it unthrottled now?

Nop, no one has replied to my tweet or DM. Its getting annoying because this is the second time within a month I have been throttled incorrectly. Now amounting to around 24 hours that I have been on dial up.

Talkiet

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#851463 9-Jul-2013 11:49

jackfry:
michaelmurfy: I saw you tweeted us last night, is it unthrottled now?

Nop, no one has replied to my tweet or DM. Its getting annoying because this is the second time within a month I have been throttled incorrectly. Now amounting to around 24 hours that I have been on dial up.

Most of the people behind the Twitter aren't fulltime helpdesk staff. The best way to resolve this issue is a call to 0800 225598 I'm afraid.

Cheers - N

Please note all comments are from my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

Yyrael

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#851521 9-Jul-2013 13:19

Talkiet:
jackfry:
michaelmurfy: I saw you tweeted us last night, is it unthrottled now?

Nop, no one has replied to my tweet or DM. Its getting annoying because this is the second time within a month I have been throttled incorrectly. Now amounting to around 24 hours that I have been on dial up.

Most of the people behind the Twitter aren't fulltime helpdesk staff. The best way to resolve this issue is a call to 0800 225598 I'm afraid.

Cheers - N

Which it should be noted is 24/7

jackfry

227 posts

Master Geek
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#851560 9-Jul-2013 13:49

Got onto the Live help and they were able to unthrottle me but the speed didnt change, restarted the router and waited ten minutes, no change.

Rang up the BB help desk and they said everything is fine from their end and I should be getting BB speeds now. So I restarted my router again, no change. Waited an hour no change. Factory reset the router and re-entered the settings but still dial up speed :-/

I dont know what to try next? I'm hard wired to the router, only person connected, wifi is OFF.

Help?

jackfry

227 posts

Master Geek
+1 received by user: 7

#851642 9-Jul-2013 15:09

When I restart the router it wont connect to the internet and when I check on my router under diagnostics these problems show;
Test authentication with ISP: FAIL

Test the assigned IP address: FAIL

Ping default gateway: FAIL
If I restart and wait a while they fix however, I'm unsure if this relates to the problem though.

Can anyone from Telecom on here help or run some tests on my connection please?

Thanks!

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.

plambrechtsen

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#851661 9-Jul-2013 15:33

Yyrael:
Talkiet:
jackfry:
michaelmurfy: I saw you tweeted us last night, is it unthrottled now?

Nop, no one has replied to my tweet or DM. Its getting annoying because this is the second time within a month I have been throttled incorrectly. Now amounting to around 24 hours that I have been on dial up.

Most of the people behind the Twitter aren't fulltime helpdesk staff. The best way to resolve this issue is a call to 0800 225598 I'm afraid.

Cheers - N

Which it should be noted is 24/7

Ahem... All of the people on the Twitter & Facebook account aren't fulltime helpdesk staff (such as myself) we are from a broad range of folks from across the business. Not the support desk for Phone/Broadband/Mobile/...

If you need help from the Helpdesk, then ring them. Don't paste it onto Facebook/Twitter/Geekzone as they aren't official support channels, and we would normally direct you to the proper support channels.

:)

^PL

jackfry

227 posts

Master Geek
+1 received by user: 7

#851756 9-Jul-2013 17:25

Solved, apparently the two previous times they said they had removed the cap they hadn't. Guess third times the charm.