Telecom Big Time plan trouble thread

Forums › Spark New Zealand › Telecom Big Time plan trouble thread

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1278 posts

Uber Geek

# 314083 2-Apr-2010 00:54

CrushKill: On a side note, what is this Global Gateway that seems to be the source of the problems?

Telecom.

http://www.telecom.co.nz/content/0,8748,101941-1373,00.html

rm *

ArranH

161 posts

Master Geek

# 314092 2-Apr-2010 07:51

What's weird is that we all seem to be having problems at different times. Yes sometimes we all have slow speeds, but last night I had no problems with any websites and was getting good speeds to the USA while a bunch of you were having issues.

It seems that there is something wrong with the Telecom network, but there could be more factors than just the globalgateway. That's just a guess though.

ArranH

161 posts

Master Geek

# 314095 2-Apr-2010 08:02

Still though, I'm getting sick of seeing what appears to be throttling at 7am in the morning. When I tried last night, during the busiest time of the day, I was getting 4x the speed I can get now.

Plus the non-communication is getting a little annoying. All the goodwill Telecom gained with me is rapidly eroding. Telecom, at least let us know what is going on!!

CrushKill

67 posts

Master Geek

# 314144 2-Apr-2010 12:44

Had enough. Switching ISP's. Shame it's Easter - have to wait till the hols over.

ArranH

161 posts

Master Geek

# 314191 2-Apr-2010 16:39

Hmm, speedtest comes back with 14mb connection to Melbourne, yet my download from the Melbourne sourceforge mirror is fluctuating between 3kB/s and 0. I'll try another mirror (the default one, where ever that was, gave the same results) but I'm not hopeful.

ArranH

161 posts

Master Geek

# 314193 2-Apr-2010 16:53

Now averaging 22B/s (no, I didn't miss out the k). I used to get faster than that on my 2400bps modem. Luckily downthemall continues times out downloads.

System

521 posts

Ultimate Geek

# 314195 2-Apr-2010 16:58

It appears the throttling of the Big Time connections have been pushed to the point they are barely there, i mean yes they say there is throttling but throttling to speeds less than dial-up, is that really aloud?

PC: 3.3ghz Core i5-2500, 8gb DDR3, ATI Radeon 5850, 27" QHD IPS Monitor

Mobile Phone: iPhone 5 32gb Graphite.

ArranH

161 posts

Master Geek

# 314197 2-Apr-2010 17:04

System: It appears the throttling of the Big Time connections have been pushed to the point they are barely there, i mean yes they say there is throttling but throttling to speeds less than dial-up, is that really aloud?

It makes the connection pointless for just about everything except basic websurfing, and there is so much more to the internet than that. I'm still hopefully Telecom will sort this out, it works some of the time (usually during peak strangely) and then dies (often during offpeak), but I'm loosing hope.

nitrotech

1252 posts

Uber Geek

# 314199 2-Apr-2010 17:08

System: It appears the throttling of the Big Time connections have been pushed to the point they are barely there, i mean yes they say there is throttling but throttling to speeds less than dial-up, is that really aloud?

The answer is no it's not, quite simply this plan now offers international speeds that are less than a dial up plan - telecom have promoted this plan as a broadband plan and ADSL2+ speeds - yes they have mentioned that it's throttled but it's now at the point where it's simply unusable.

Like me you should be laying a complaint here:

http://www.comcom.govt.nz/Inquiries/contactus.aspx

Talkiet

4312 posts

Uber Geek

Trusted

# 314201 2-Apr-2010 17:18

nitrotech:
System: It appears the throttling of the Big Time connections have been pushed to the point they are barely there, i mean yes they say there is throttling but throttling to speeds less than dial-up, is that really aloud?

The answer is no it's not, quite simply this plan now offers international speeds that are less than a dial up plan - telecom have promoted this plan as a broadband plan and ADSL2+ speeds - yes they have mentioned that it's throttled but it's now at the point where it's simply unusable.

Like me you should be laying a complaint here:

http://www.comcom.govt.nz/Inquiries/contactus.aspx

While of course you are free to lay a complaint with whoever you wish, you're also free to move to another plan, or even another ISP if you value performance on demand for all protocols above the benefit of no download cap. Please read the Bigtime T&Cs before stating how it's promoted. It's been VERY clearly advertised since day one that it won't be suitable for all users and specifically P2P, downloaders and gamers may find other plans more suitable.

There are a vast number of people happy with BigTime, and at least dozens complaining about it.

All that said, the traffic management is under continuous review and if it actually turns out to be the rules or the traffic management box that is genuinely slowing normal (non P2P / RS type DL / non gaming etc) traffic to 22bytes/sec than I'm sure that changes will be made.

Also remember that this forum is NOT the official grievance airing point for performance issues. You can't expect Telecom to take offhand reports of terrible performance as an item to action. Log the issues and have all the normal troubleshooting done.

At the end of the day though, we're not holding a gun to your head, you're free to change plan.

Cheers - N

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

ArranH

161 posts

Master Geek

# 314206 2-Apr-2010 17:34

Talkiet:
While of course you are free to lay a complaint with whoever you wish, you're also free to move to another plan, or even another ISP if you value performance on demand for all protocols above the benefit of no download cap. Please read the Bigtime T&Cs before stating how it's promoted. It's been VERY clearly advertised since day one that it won't be suitable for all users and specifically P2P, downloaders and gamers may find other plans more suitable.

There are a vast number of people happy with BigTime, and at least dozens complaining about it.

All that said, the traffic management is under continuous review and if it actually turns out to be the rules or the traffic management box that is genuinely slowing normal (non P2P / RS type DL / non gaming etc) traffic to 22bytes/sec than I'm sure that changes will be made.

Also remember that this forum is NOT the official grievance airing point for performance issues. You can't expect Telecom to take offhand reports of terrible performance as an item to action. Log the issues and have all the normal troubleshooting done.

At the end of the day though, we're not holding a gun to your head, you're free to change plan.

Cheers - N

We are also free to hold you to the contract we have with you, that you should be held to the service that was offered when those contracts were formed. That included no throttling during off peak times (yet I noticed it at 5am a couple of days ago), that you would provide a reasonable service in exchange for the money paid, and in exchange for the fixed term contracts that many of us are signed up to, for which we promise to pay the agreed consideration, and you have been contracted to provide a service.

The fact that some people like it is not good enough; my contract with Telecom is not based on their satisfaction of the service provided, but that I receive what the courts would determine a reasonable service. I very much doubt that the ability to download a 3mB file from the sourceforge server in Melbourne at 22B/s can be considered as anything near reasonable, neither can it be seen as a use of the service that Telecom did not forsee.

Frankly, your attitude seems arrogant, something that at present I will contribute to you personally rather than that of Telecom, as I believe that Telecom do not wish to be seen as having a 'Touch sh*t, if you do not like it then move' attitude. Especially amongst people on this website, many of who will have the influence in their workplaces to move business either towards or away from Telecom.

ArranH

161 posts

Master Geek

# 314207 2-Apr-2010 17:39

Talkiet:

Also remember that this forum is NOT the official grievance airing point for performance issues. You can't expect Telecom to take offhand reports of terrible performance as an item to action. Log the issues and have all the normal troubleshooting done.

Placed numerous complaints, received numerous promises of calls back, been given many assurances of things being worked on etc

Why do you think we are here? Nothing was happening when reporting it to Telecom. At least here WE can realise that we aren't alone. A few of your techs have told me that I was the only one experiencing issues, at the same time as people here started experiencing issues at the exact same time and were also filing complaints.

Sheagae

191 posts

Master Geek

# 314209 2-Apr-2010 17:42

Yup, 'logging it with the help desk' seems like a waste of time and like talking to a brick wall. You get lies, stupidity, accusations thrown at you and many other things that make calling and contacting the Telecom help desk a joke.

Edit: by the way, that is based over 3 years of contacting Telecom. Always the same, with a sliver of intelligent helpful blokes. I try not call any longer when there are issues, have tried emailing, but takes 3 days to get a response thats pretty much useless. Meh, so now I come to geekzone.

amiga500

1402 posts

Uber Geek

# 314215 2-Apr-2010 18:23

I think this might GO on to be a LARGE problem for Telecom.

ArranH

161 posts

Master Geek

# 314221 2-Apr-2010 18:43

amiga500: I think this might GO on to be a LARGE problem for Telecom.

ba-dom-cha :)

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