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  Reply # 299368 16-Feb-2010 00:03
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telecom service status hasnt been updated all night
Ive been checking it

Seems weird to me that telecom and slingshot both report faults to their customers on twitter rather than through their own service status pages.

http://www.telecom.co.nz/help/content/0,10709,205875-204491,00.html?link=rdt

Anyone know of any events that could be causing high traffic? Hoping the rugby world cup isnt going to cause a problem - although I saw an article saying telecom and vodafone are installing extra cellphone tower equipment into eden park and possibly also using portable cell towers in the area.




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  Reply # 299370 16-Feb-2010 00:15
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Ray, it's not an either or situation between the DotCo page and twitter. Processes are just different. Twitter has changed things as customers are now expecting realtime updates where as this did not seem to be a priority in the past.




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xpd

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  Reply # 299398 16-Feb-2010 07:58
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Think people at Telecom should talk to one another...

Outages denied
http://www.nzherald.co.nz/nz/news/article.cfm?c_id=1&objectid=10626455




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  Reply # 299401 16-Feb-2010 08:10
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xpd: Think people at Telecom should talk to one another...

Outages denied
http://www.nzherald.co.nz/nz/news/article.cfm?c_id=1&objectid=10626455



I would bet money that the journalist has made this up or twisted it around. Tell me how on Stuff that "Telecom spokesman Mark Watts was as yet unable to confirm what areas of the country were affected by XT network problems" then becomes him denying there's anything going on at all to the Herald? I call BS on the Herald's report, and that it's nothing more than an attempt to stir things up and get more people to write in to them and complain so they can then do another BS article saying how customers are still disgruntled, and that no one in Telecom talks to each other, or they're in denial, etc, etc, etc.

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  Reply # 299404 16-Feb-2010 08:47
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My motherinlaws R7 was on Roam most of yesterday. Came rite late afternoon.. Auckland..




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  Reply # 299410 16-Feb-2010 09:25
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Neal - Where text messages are failing to send would the user get a notification of the failure? I'm just thinking that some users may be concerned that messages that they've sent have disappeared without warning while en route to the recipient, so people will be wondering whether or not they need to re-send any text messages to which the recipient has not replied.

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  Reply # 299430 16-Feb-2010 10:10
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Well it's now 13 hours since i started having problems, i can now send text messages, but i haven't been able to receive any texts (tried sending bal to *333, and a message to myself to check whether i'd receive it)
How can Telecom say that this is fixed when this is still happening???

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  Reply # 299431 16-Feb-2010 10:14
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14464443: Well it's now 13 hours since i started having problems, i can now send text messages, but i haven't been able to receive any texts (tried sending bal to *333, and a message to myself to check whether i'd receive it)
How can Telecom say that this is fixed when this is still happening???



Have you tried phoning Telecom up to see if there is a problem with your phone on the network?

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  Reply # 299432 16-Feb-2010 10:16
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I did last night, they told me they would fix it, as well as telling me to turn me phone off for 15 mins etc etc. I suppose i'll call them again now.

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  Reply # 299435 16-Feb-2010 10:36
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Finally got it sorted after they reset my number from their end because I had messages pending.. I don't see why I should have to call them to get this done though.
Worked out how long I haven't been able to use my phone properly for, and it was 18 hours.
Not good enough, especially after all faults were supposed to have been fixed by 11pm last night (Shouldn't that include making sure people phones are actually working - Have no pending messages etc)
Looks like i'll be changing my cellphone provider, i've had enough with Telecom.

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  Reply # 299451 16-Feb-2010 11:13
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NealR: Ray, it's not an either or situation between the DotCo page and twitter. Processes are just different. Twitter has changed things as customers are now expecting realtime updates where as this did not seem to be a priority in the past.


Wow, is this really how companies think? That before twitter customers didn't care about timely information about service outages? 

It strikes me as absolutely bizarre that one has to use some 3rd party website in order to get timely information out of a company.

Not trying to criticise anyone here, but I'm just dumbfounded at that perception of what customers want.

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  Reply # 299453 16-Feb-2010 11:16
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Just had to call telecom again, because my messages weren't coming through, then while i was on the phone to them, the test messages weren't sending. lol.

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  Reply # 299476 16-Feb-2010 12:25
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Latest update on last nights Txt problems. http://cot.ag/9ZTuwS Customers still experiencing problems try a hard reset, if no success then call *123.

Cannot tweet this out at the moment because Twitter is overloaded. :) See it's not just me.




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Reply # 299477 16-Feb-2010 12:37
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maknz: None of this is Telecom's fault -- at least the last two outages were not.\


*cough*

Vendor selection is entirely within the realms of responsibility of Telecom. Please don't absolve them of their responsibilites to their contracted customers.

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Reply # 299482 16-Feb-2010 13:02
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Update just received from Telecom:


XT UPDATE: 12PM

Last night we saw an unusual pattern of SMS (texting) traffic on the XT network, which caused a disruption of service for some customers in the lower half of NZ between approximately 4pm and 11pm.

Services should now be working as normal.

The disruption appears to have predominantly affected SMS services, with a much smaller level of disruption to voice services on the network.

We are currently investigating, to find the cause of this unusual SMS traffic behaviour.

We are continuing to monitor the network very closely and as we have previously told customers we continue to bring new capacity into play as customer demand increases.

If any individual customers are still experiencing any issues with their XT devices, such as inability to send text messages, in many cases these problems can be resolved with a ‘hard reset’ of their device.

To perform a ‘hard reset’ customers should:

1. Keep their device powered on
2. Remove your battery from the device
3. Remove your SIM card from the device
4. Reinsert your SIM card
5. Reinsert your battery
6. Power up the device as normal

If customers are still experiencing problems with their device after performing the hard reset, please call *123 and follow the voice prompts.





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