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426 posts

Ultimate Geek

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Spark NZ
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# 47133 10-Nov-2009 13:29
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There has been some "noise" about Text messaging problems yet we have very very few customers actually loggin faults with Telecom.

This is your chance to tell someone.

I want to hear about your XT text messaging problems.
   Instances of duplicate messages
   Instances of long messages getting mixed up, truncated (shortened) etc
   Instances of messages being delayed
   Anything else Text messaging related

You need to tell me the following;

  1. The phone number of the person sending the message:

  2. The network sender is connected to (ie 2D, VFNZ, TNZ CDMA, TNZ XT, International):

  3. The make/model of the phone or sender (if known):

  4. Location of sender if known (i.e street/city)

  5. The phone number of the person recieving the message

  6. The network the reciever is connected to (ie 2D, VFNZ, TNZ CDMA, TNZ XT, International):

  7. The make/model of the phone of reciever (if known):

  8. Location of person if known (i.e street/city):

  9. Date/Time issue occured:

  10. Nature of issue:


These are ten simple questions of which you should be able to answer at least seven. Which means if you want to complain about price plans I am not the person to contact.

I cannot promise to fix anything but will do my best.

Email me here at Geekzone.

Neal




The comments I write on this forum do not necessarily reflect the views of my employer and as such cannot be taken as official statements of my employer.

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28431 posts

Uber Geek

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Biddle Corp
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  # 271722 10-Nov-2009 17:25
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4 hours and not a single reply. I guess there aren't any problems!




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  # 271728 10-Nov-2009 17:35
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I already have a job open with Telecom re Vodafone customers sending SMS to TCNZ and the SMS is delivered blank

John

 
 
 
 




426 posts

Ultimate Geek

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  # 271735 10-Nov-2009 17:41
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@johnr You can log your problems with me as well if you want :)

You can use either GZ email or my work email it's up to you.





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  # 271747 10-Nov-2009 17:53
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sbiddle: 4 hours and not a single reply. I guess there aren't any problems!





Where is @mushion22?




Previously known as psycik

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# 271754 10-Nov-2009 18:06
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NealR: @johnr You can log your problems with me as well if you want :)

You can use either GZ email or my work email it's up to you.



I did remember few weeks back

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Ultimate Geek

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  # 271851 10-Nov-2009 21:50
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Do you want to hear about timestamp issues or is that being sorted?

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  # 271857 10-Nov-2009 21:55

Will send through email shortly

 
 
 
 




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Ultimate Geek

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Spark NZ
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  # 271863 10-Nov-2009 22:15
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@paulthagerous We expect timestamp issues will be resolved tonite. If they still occur tomorrow then please let me know.




The comments I write on this forum do not necessarily reflect the views of my employer and as such cannot be taken as official statements of my employer.

326 posts

Ultimate Geek

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Spark NZ

  # 271916 11-Nov-2009 08:36
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SMSC upgrade completed last night. Should resolve the timestamp issues.

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  # 272014 11-Nov-2009 12:41
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Is it worth reporting problems that happened in the past, or should only new issues be reported? Also, do you want to hear about MMS issues?

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  # 272022 11-Nov-2009 13:19
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It is fixed for both me (Nokia 6120c) and my sister (Iphone 3G).  So it looks like it has worked!



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  # 272067 11-Nov-2009 15:42
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@behodar right now I'm interested in SMS/Text issues but if you're having problems getting traction on a fault you've already logged then let me know.




The comments I write on this forum do not necessarily reflect the views of my employer and as such cannot be taken as official statements of my employer.



426 posts

Ultimate Geek

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  # 272681 13-Nov-2009 10:55
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Thanks to the 3 guys who let me know their problems.

We have resolved a number of issues in the last couple of days.

Specifically
Timestamp issue should be resolved
We've found the major cause of delayed messages but are still seeing the odd instance of this.
We've also found the major cause of the duplicate message problem.

The engineering teams are always working to continuously improve our services.

Your constructive feedback is very useful in helping us engineers identify and resolve problems. Sadly this means that the trolls and haters also get to see that people are having problems and use this as ammunition to beat us up. But that's just life I guess.

I know we are never going to get everyone to love us, which would be dangerous, but there is a genuine desire to be a different company and be more open and honest about our issues.

Every organisation like Telecom has mission statements, vision statements, strategies, values statements etcetera etcetera etcetera. One or our Values statements is: "Acting with openness and integrity ? we embrace an open world and act in an interdependent way. We trust each other, and we are open, upfront and tell the whole truth." I can honestly say that in the 24yrs in this organisation I have never before seen an executive team who are taking these sorts of statements seriously and are holding people accountable for not acting in this manner.

An example of the desire to act in a more open and upfront manner is the fact I have not been fired (or even reprimanded) for posting this thread to solicite help from you so we can resolve some of our customer problems.

We're never going to get it right all the time but I am really encouraged to see that we want to be more open.




The comments I write on this forum do not necessarily reflect the views of my employer and as such cannot be taken as official statements of my employer.

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