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Topic # 57068 2-Feb-2010 14:07
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Telecom has today announced a goodwill gesture worth almost $5m, following last week's outage to the XT mobile network.

The package, announced by Paul Reynolds today in Dunedin, recognises those customers who lost service during the outage but also makes a meaningful donation to those South Island communities that were most heavily disrupted by the outage.

“We have aimed to make the goodwill gesture as comprehensive as possible, while being fair, transparent and equitable,” said Paul Reynolds, CEO, Telecom.

“We felt that it was important to take a few days to ensure we do the right thing by our customers, recognise those customers who were most badly affected, and also develop a package that allowed us to give something back to the wider communities that were also impacted.”

The credits apply to all XT customers based in areas south of Taupo to the bottom of the South Island who were impacted by the outage.

Customers in the affected areas will have the credits applied automatically to their accounts and do not need to take any action. Both prepaid and postpaid consumer customers will receive a text message advising that they qualify for the credit.

Prepaid customers will have the credit applied to their account automatically by the end of February and postpaid customers will receive their credit on their next month’s billing.

Customers whose service was degraded on Wednesday 27 January:

• Prepaid consumer customers - $10 credit
• Postpaid consumer customers – One week's worth of plan charges, including Telecom Extras, such as texting or data packages
• Telecom Retail SME customers and Gen-i corporate customers – Two weeks' worth of plan charges, including Telecom Extras, such as texting or data packages

Customers whose service was severely impacted for up to three days between Wednesday 27 January and 10pm Friday 29 January:

• Prepaid consumer customers - $20 credit
• Postpaid consumer customers – Two weeks' worth of plan charges, including Telecom Extras, such as texting or data packages
• Telecom Retail SME customers and Gen-i corporate customers – Four weeks' worth of plan charges, including Telecom Extras, such as texting or data packages

“We make this gesture in recognition of the inconvenience and frustration the outage caused our customers, but we fully appreciate that what our customers most need is to have confidence that we are putting every conceivable effort into ensuring that the XT network delivers for our customers.

“We do recognise that businesses in particular suffered severe disruption during the outage so felt that fairness dictated that we take an extra step for them,” he said.

Donation to lower South Island communities:

In recognition of the particular disruption caused in the lower South Island by the outage, Telecom will be working closely with community leaders and local councils to donate more than $250,000 to community projects across the lower South Island.

“We are committing to donating more than a quarter of a million dollars and we will work closely with the local communities to ensure this money is invested in projects that provide the widest possible benefits while also recognising the different aspects and needs of those communities.”

Dr Reynolds reassured customers that all possible steps are being taken to ensure the stability of the network.

“XT was built as a world class network and we are determined that is what we will give our customers. We will leave no stone unturned as we commence the independent review of XT to ensure we are giving New Zealand the world class network it demands and deserves,” he said.





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  Reply # 295388 2-Feb-2010 14:13
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Wow, good on them - thats a lot of money!

xpd

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  Reply # 295390 2-Feb-2010 14:23
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Umm... anyone else notice one situation they havent covered ? (In that article at least)

Whats going to happen to those who are registered as Auckland XT users but were in the South Island over that time ?
Quite a lot of our company phones are registered to head office here in Auckland but the staff are based in the South Island..............




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  Reply # 295391 2-Feb-2010 14:24
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lol, they know what cell sites the phones are on i would think




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  Reply # 295392 2-Feb-2010 14:25
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Ping: Wow, good on them - thats a lot of money!


+1  - that is a lot of money! But then they have a lot of goodwill to win back. I dare say that at 'the end of the day' it will have cost Telecom a very significant amount of money.

And good on them for putting some money into the smaller communities that were affected.

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  Reply # 295394 2-Feb-2010 14:25
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l43a2: lol, they know what cell sites the phones are on i would think


Not if the devices could not attached to the cells and they were off line



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  Reply # 295396 2-Feb-2010 14:30
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johnr:
l43a2: lol, they know what cell sites the phones are on i would think


Not if the devices could not attached to the cells and they were off line


i wonder how they going to do it then ? list of connections before the outage?




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  Reply # 295397 2-Feb-2010 14:31

Probably cost them the same as a couple of RNC's >:)

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  Reply # 295400 2-Feb-2010 14:41
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gingereejit: Probably cost them the same as a couple of RNC's >:)


and a whole lot of resilience! Laughing

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  Reply # 295402 2-Feb-2010 14:45
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I'm a post paid retail customer on the $14.95 per month plan - according to my calculations I'll get $3.75 - I'd get a better credit if I was a prepay, but an infrequent user - this sucks big time ......  I have the same level of outage as a prepay customer, yet I get less compensation. Guess it shows who Telecom value.



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  Reply # 295404 2-Feb-2010 14:48
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ejrg: I'm a post paid retail customer on the $14.95 per month plan - according to my calculations I'll get $3.75 - I'd get a better credit if I was a prepay, but an infrequent user - this sucks big time ......  I have the same level of outage as a prepay customer, yet I get less compensation. Guess it shows who Telecom value.


what do you get in that plan ?




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  Reply # 295405 2-Feb-2010 14:51
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xpd: Umm... anyone else notice one situation they havent covered ? (In that article at least)

Whats going to happen to those who are registered as Auckland XT users but were in the South Island over that time ?
Quite a lot of our company phones are registered to head office here in Auckland but the staff are based in the South Island..............



I imagine that since it is impossible to tell who was down there and who wasn’t (cpos the cell cites were down),  the easiest way to do it would be on a case by case basis.

 

 

In your case, if your business is based in Auckland, but you have offices in Taupo,  then call up your account manager and explain.  I doubt they are going to argue too much.

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  Reply # 295407 2-Feb-2010 14:58
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Rumour has it that this is the second such system bought by Telecom.

The first failed miserably and was never released on the New Zealnd public.

The second (XT) was a "known" failure when sold to Telecom by the USA. In fact, the USA dropped it like a hot potato from their network.

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  Reply # 295408 2-Feb-2010 14:58
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ejrg: I'm a post paid retail customer on the $14.95 per month plan - according to my calculations I'll get $3.75 - I'd get a better credit if I was a prepay, but an infrequent user - this sucks big time ......  I have the same level of outage as a prepay customer, yet I get less compensation. Guess it shows who Telecom value.


so that means you will get 1 week's credit?  ($14.95/4 ~   $3.75)
If I read the OP correctly, that means you are in the group who only lost service for a few hours (as oppoosed to the group who lost it for several days)- around 5 if I recall correctly.

So to compensate your for 5 hours of downtime, you are being given credit for 168 hours (1 week)

doesn't seem too unreasonable to me if you look at it that way.



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  Reply # 295410 2-Feb-2010 15:09
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Zippity: Rumour has it that this is the second such system bought by Telecom.

The first failed miserably and was never released on the New Zealnd public.

The second (XT) was a "known" failure when sold to Telecom by the USA. In fact, the USA dropped it like a hot potato from their network.


As requested please leave this discussion for the compensation. Technical discussions on the network outage should continue on the original thread.




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  Reply # 295411 2-Feb-2010 15:16
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Well. We also lost our service here in Hamilton on that day for the whole afternoon.
What's this south of taupo bit.
There were at least 3 xt phones at the site I'm on at the waikato hosp had no service all afternoon from midday .

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