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703 posts

Ultimate Geek
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Topic # 28471 1-Dec-2008 11:18
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Below is a copy of my formal complaint to Xtra. I know it probably wont achieve anything. But if no one stands up, its not going to get much better is it :)

I would like to make a formal complaint about the xtra broadband service for my area.

In the last month I have had a number of technicians from Chorus come to my property to look at my xtra broadband service. These  include two broadband specialists that came today 1/12/08.
these specialists have told me that the exchange that my area is connected to is out of date, and is not due for upgrade until April 2010. This is simply unacceptable I pay for a premium service your xtra pro plan. and I receive speeds of 600kbps download and 780kbps upload. On your premium service. The broadband specialists that came to my residence today told me they had spoken to someone at Xtra on their way to my house, and your representative told them that we should never have been sold broadband in the first place. And if we were to drop to a lower plan we would receive even slower speeds with a reduced upload of 128kbps lowering our downstream speed as well
I live in a wealthy area, many of the houses are multi million dollar homes, and we receive 3rd rate broadband service. We are not even able to receive caller id, which is absolutely ridiculous.
The specialists are currently on their way to another house on my street with another complaint about broadband speed.

My question to you is, why is our exchange not made a priority for new cabinets  if it is so old and substandard. {pre caller id} And why have so many other areas which have much better newer equipment been upgraded already. These specialists from Chorus {a Telecom NZ business} agree with this.

What can, and will be done to rectify this situation.

I look forward to reading your response.

Kind Regards
William

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3282 posts

Uber Geek
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  Reply # 181328 1-Dec-2008 11:29
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No offense, but I always wonder why people post these things up.  They're usually riddled with poor grammar and incoherent points.  Yours is not too bad, but you're probably better off going to Fair Go or hoping one of your rich neighbours is also famous and will take up your cause.

247 posts

Master Geek
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  Reply # 181331 1-Dec-2008 11:32
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At least you have a connection! I have been told that the estimated date for installation for my house in Riverstone Terraces, Upper Hutt, is now September 2010!

What a joke!





 

164 posts

Master Geek
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Reply # 181332 1-Dec-2008 11:40
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Do you know where the exchange is? Find it and set a match to it then Telecom will be forced to 'upgrade' it sooner ;-)


*This is a joke - burning stuff down to get faster broadband is only acceptable under extreme conditions.



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Ultimate Geek
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  Reply # 181333 1-Dec-2008 11:41
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Tockly:

At least you have a connection! I have been told that the estimated date for installation for my house in Riverstone Terraces, Upper Hutt, is now September 2010!

What a joke!



Thats terrible, Where do they get off thinking thats ok!

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Uber Geek
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Spark

  Reply # 181336 1-Dec-2008 11:45
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Also bear in mind that Telecom Retail cannot influence Telecom Wholesale or Chorus business decisions any more than another ISP can, so you may be hitting your head against a brick wall here, as it's not something that Telecom Retail can't fix directly.

nzbnw

EDIT: Can = Can't








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Master Geek
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  Reply # 181338 1-Dec-2008 11:48
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And it's not like there isn't any demand. I understand that there is around 10 households waiting for DSL.

Surely that is enough demand to upgrade a bit sooner?

I have tried everything I know of to get something sooner, written to Telecom, the local MP, tried different ISP's. All without success.

And Riverstone is also a new(ish) area, most of the houses up here would be no older the 5 years. I know alot can change in five years but how could Telecom so under spec the infrastructure?

Anoyone else got any suggestions on getting something?




 

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  Reply # 181339 1-Dec-2008 11:49
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Juse be glad that you have an internet connection. Pretty much all the upgrades for exchanges/cabinets will be done in 2009, 2010 and 2010. I don't see why they should priortise your service just because you live in a wealthy neighbourhood. There are loads of people who cannot even get broadband at all and they will not get broadband until all upgrades are done by 2010. Chorus has layed out a plan thats works the best for them.




Do whatever you want to do man.

  

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  Reply # 181340 1-Dec-2008 11:54
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Do you rent or own?  I've moved house several times in the last few years and I just won't entertain the notion of moving anywhere that TelstraClear Cable is not available - if you rent perhaps it's time to think about moving somewhere that's better serviced?  If you own perhaps not.



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Ultimate Geek
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  Reply # 181341 1-Dec-2008 12:04
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gehenna: Do you rent or own?  I've moved house several times in the last few years and I just won't entertain the notion of moving anywhere that TelstraClear Cable is not available - if you rent perhaps it's time to think about moving somewhere that's better serviced?  If you own perhaps not.


We rent, I had never thought to check out the BB before we moved here, as I've never had a problem in the past. It would be a hard sell for me to convince the better half to move just for the sake of our internet. I know we are stuck with what we have, But I thought it would be a good idea to make a formal complaint for the record.

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  Reply # 181350 1-Dec-2008 12:54
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Tockly:

At least you have a connection! I have been told that the estimated date for installation for my house in Riverstone Terraces, Upper Hutt, is now September 2010!

What a joke!



Without going into too much detail maybe you should be asking Gillies & Mark why you have such poor service. Word has it TCL basically told them where to go because they didn't seem to like the proposed network layout which involved cabinets where TCL see them fit, not where a developer may want to put them. There was also some speclation at the time Telecom wanted to do something up there as well and gave up due to similair issues.

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  Reply # 181357 1-Dec-2008 13:40
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Wills1: It would be a hard sell for me to convince the better half to move just for the sake of our internet


Man-up :P  Solid internet is about as important as power and water for some people these days.  Especially if you work from home!  It's just not an option for me - if we look at a place that can't get cable (at least until ADSL2+ is reliable and widespread) then I chuck a hissy-fit until she realises it would be too much of an ongoing headache to live there.  I can whinge for a long time you see.

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Master Geek
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  Reply # 181362 1-Dec-2008 14:09
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sbiddle:
Without going into too much detail maybe you should be asking Gillies & Mark why you have such poor service. Word has it TCL basically told them where to go because they didn't seem to like the proposed network layout which involved cabinets where TCL see them fit, not where a developer may want to put them. There was also some speclation at the time Telecom wanted to do something up there as well and gave up due to similair issues.


Yeah I had heard that also, but Gillies don't want to know about Riverstone now that he has made is money. I sent him a letter asking what plans they have for improving things up here, and never heard anything back.

But what else should I expect, this is the same company who has been promising a shop/cafe' up here for the last 5 years, and what have we got? Nothing!

I would look at selling and moving but I like living in a new house and none of the other sub-divisions in Upper Hutt are any better...

Once again the poor old consumer misses out... Sorry just having a down day!Frown




 



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Ultimate Geek
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  Reply # 181373 1-Dec-2008 15:42
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Just got this email back

Dear William

Thank you for contacting Telecom.

I'm sorry to hear that you are currently unhappy with your Broadband connection.

If you would like to change down a plan to one of the plans with a restricted upload speed (128kbps), then this would also affect your download speed. The 20GB Adventure plan has recently been upgraded to maximum upload speed, so by changing down to this plan you would not lose any speed. Based on your previous usage I would still recommend that you are best suited to remain on the 40GB Pro plan.

Telecom has made a commitment to deliver cabinetisation to New Zealand towns with more than 500 telephone lines. To achieve this Telecom has tasked its newly operationally separated access network business unit, Chorus, to install or replace 3600 cabinets over the next four years. By upgrading equipment and bringing the technology nearer to their homes, the average broadband customer should experience better performance. Our network planners have a long term plan that will allow us to carry out these upgrades, however this process does take time and I apologise that your area will not be upgraded sooner at this stage.

I'm sorry that I am not able to give you the answer that you were looking for.

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Uber Geek
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  Reply # 181374 1-Dec-2008 15:57
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Wills1: Just got this email back

Dear William

Thank you for contacting Telecom.

I'm sorry to hear that you are currently unhappy with your Broadband connection.

If you would like to change down a plan to one of the plans with a restricted upload speed (128kbps), then this would also affect your download speed. The 20GB Adventure plan has recently been upgraded to maximum upload speed, so by changing down to this plan you would not lose any speed. Based on your previous usage I would still recommend that you are best suited to remain on the 40GB Pro plan.



What rubbish. The download speed is already line limited well below the 128kbps level.

How much data do you actually manage to download on your connection?



703 posts

Ultimate Geek
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  Reply # 181380 1-Dec-2008 16:12
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I usually use the full 40gb


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