contacting Telecom

Forums › Spark New Zealand (including Skinny and BigPipe) › contacting Telecom

jetbuster

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#51966 1-Dec-2009 23:33

Regulars on this subfourm will know about the MMO lag on Big time but this is about trying to talk to them in general, do you ever get an origonal or helpful response from them.. ill show you a snipit from the emails ive sent them but they just dont seem to give much of a ****

Email

Me: "Hi I am sending this email though to you as an alternative to calling as calling appears to be very inefficient...."
"NCsoft requested that I contact you and "Let them know that you are receiving extremely high latency while playing Aion through hop 7 (on their network)," "

skipping some technical jargon that i put in for effect

"In summary I simply request that all MMO data going through "hop 7" i.e. nz globl gateway to be fully unrestricted..."

Telecom: "I have had a read of your email and I can see you have put considerable thought into the Big Time product. You have included some very valid points and I will be sure to forward the information to our Development team for their perusal."

so basically he said 'lol a smart guy emailed us good luck with that hahaha,' am i right?

Once agian do you ever get an origonal or helpful response from them... Ever?

NealR

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#278610 2-Dec-2009 08:16

What would you like me to do?

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.

jetbuster

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#278710 2-Dec-2009 12:41

well how can you ever tell if they sincerely want to help if they are more generic than my school report?

johnr

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#278714 2-Dec-2009 12:48

I don't know what to say

l43a2

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#278765 2-Dec-2009 14:59

if you dont like the plan.. change to another plan or go to another ISP.

benfes

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#278771 2-Dec-2009 15:14

Most of us have been in that situation, however they have to follow by protocol, there's nothing that can be done right away, its a corporation. It needs to be sent up the channel, and they can't show if they favour your idea or not. Therefore they have to give you the generic response, and at least you got that, some places don't even bother going that far.

NealR

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#278779 2-Dec-2009 15:29

I'll try one more time......How can I help you?

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jetbuster

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#278782 2-Dec-2009 15:40

well i mean you could change the speed shaping to 3 modes of speed capping depending on server load and you could fix the MMO data choke and you could also cut out a few jumps in contacting some one who does stuff.

NealR

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#278798 2-Dec-2009 17:04

It seems you're not serious about accepting my offer of support.

Goodbye

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jetbuster

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#278800 2-Dec-2009 17:13

i clearly stated what i wanted out of telecom and clearly you couldn't help don't be so bitter.

some one might as well close this i seem to be the villain in requesting change and receiving stuff ive heard 100 times over

Kyanar

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#278814 2-Dec-2009 18:30

jetbuster, Neal is a tech. He can try to help you with your problem if you fully describe what the problem is, and be a little more genuine about it (not "fix it"), but asking him to make sweeping changes to traffic management policy and enact a corporate restructure is going way over the top. Your first clue should have been the fact that a technician from both Telecom AND Vodafone are saying they aren't sure exactly what you expect Neal to do about it.

(Incidentally, I get helpful responses from Telecom all the time. I can't always expect they're what I want to hear though).

Ragnor

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#278819 2-Dec-2009 18:37

Sadly gaming often seems to be getting caught in the cross fire of the rules designed to limit p2p/heavy downloading on Big Time. Mostly is US servers and games that uses TCP/IP connections like World of Warcraft, Aion and Guild Wars.

The server ip addresses practically never change once the servers are established and most games are fairly well optimised and use as little sustained bandwidth as possible, usually in the 5-20 KB/s range.

I wonder if Telecom would consider "white listing" the server ip addresses of popular games like World of Warcraft (and since he mentions NCSoft - Guild Wars and Aion) in order to provide a better user experience on Big Time?

I'm sure the gaming community would happily do the work of compiling a initial list for you guys to consider and vet.

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jetbuster

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#278831 2-Dec-2009 19:06

Kyanar: jetbuster, Neal is a tech. He can try to help you with your problem if you fully describe what the problem is, and be a little more genuine about it (not "fix it"), but asking him to make sweeping changes to traffic management policy and enact a corporate restructure is going way over the top. Your first clue should have been the fact that a technician from both Telecom AND Vodafone are saying they aren't sure exactly what you expect Neal to do about it.

(Incidentally, I get helpful responses from Telecom all the time. I can't always expect they're what I want to hear though).

I hate to keep the abusive streak going but unless he got his 242 posts form spamming its fairly Obvious what the problem is. The Bigtime network simply decides that legit gaming is to intense for its liking Telecom knows this, I have never gotten anything out of them before infact my last 2 problems i ended up telling the call center technitions how it gets fixed (on account of the new thomson modems needing some configuration disk to get anywhere with them).

In my defence NealR simply has 'Telecom' under his name, for all I knew he was a customer service manager Further more in the mood I was and am still really in on the matter I interprated his initial respose as "well what do you want me to do" like it was inebitable and nothing could be done.

Tbh how can I fully describe the situation when I can only know so much from my house. I can make a file of all the test and messages .rar it and chuck it here but its nothing Telecom assumingly doesnt already know or am I the only person using bigtime that tries online gaming?

EDIT:
and Ragnor thanks for being so intelegent (<< legitimate thanks there)

Kyanar

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#278877 2-Dec-2009 21:52

No, Neal is quite consistently helpful if you can provide enough detail. To be honest, all of the telco reps here are helpful (even JohnR once you can get past his quirky attitude :P)

You very much misinterpreted his question- he was actually asking you what he can do to help. Just remember that he doesn't have the power to restructure the organisation at all or change backbone QoS without jumping through hoops.

freitasm

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#278882 2-Dec-2009 22:15

jetbuster: I hate to keep the abusive streak going but unless he got his 242 posts form spamming its fairly Obvious what the problem is.

If you hate to keep the abusive streak then you should have thought twice before posting this.

NealR got 242 posts under his name, he's trusted and he's with Telecom. What else you need to be nice to the guy?

Instead you just burned the best chance you had of getting any help from here. Simply put you can't go higher up than NealR inside Telecom when you around here.

jetbuster: In my defence NealR simply has 'Telecom' under his name, for all I knew he was a customer service manager

For all I know he could be the janitor at Telecom and would still deserve all respect from anyone here. Instead he offered help and was greeted with rude comments.

You, sir, deserve no sympathy from me.

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freitasm

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#278884 2-Dec-2009 22:21

I found this user had more than one login here and he's been banned.

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