[TelstraClear] Paradise Cable disconnection issues ..

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127 posts

Master Geek
Inactive user

#70781 15-May-2007 13:52

after being on hold close to an HOUR AND A HALF .. i hung up, disgustedly

how am i supposed to contact TCL ? this is appauling

ReaperZ

127 posts

Master Geek
Inactive user

#70786 15-May-2007 14:11

finally managed to get through to someone instantly - by press 0 twice at their voice prompt .. always a good trick !!

spoke to a great guy there who assisted me as far as he could do so, to the point of emailing the person who booked my technician for me and also provided me with a ticket number for the job of t2427463.

so now the process is waiting to see if the person who booked the technician is even working today, and waiting for a reply email

i have been told that either the person i spoke to on the phone today will contact me, or the original technician booker - depending on the outcome of the email - which could take up to a day or two ..

thoughts ? .... im stumped for ideas

they were unable to patch me through to their internet managers without avoiding the '30minute' wait time, which as aforementioned i gave up after 90minutes.

quite dissapointing really

ReaperZ

127 posts

Master Geek
Inactive user

#70797 15-May-2007 16:05

have just received a phonecall from the person i managed to contact this afternoon - yet again great service from that individual

it appears their node has fallen over - w31. funnily enough thats the same one that had the issue back at the start of the year which they ordered parts to replace it or whatnot .. i guess a thorough job was not done !

no estimated time to fix the problem

so i guess i just have to sit and wait, im assuming the same repayment process will be put in place as last time - which was to provide me with free internet while this problem occurs - sadly i was told last time that they cannot refund until the problem has been fixed, so im assuming this will be the same procedure.

really quite dissapointed !!!!! i am an avid gamer hence one of the main reason i decided to go with cable over adsl, however not being able to complete a game online is severly frustrating !!

i guess i can expect another 2 month downtime period

cherb

2 posts

Wannabe Geek

#71260 19-May-2007 11:09

I had the same problem last year in Hamilton. I had a Mac/router connection to TLC but started getting "browser drop out". The connection was there but it wouldn't sustain any activity via mail or browsers. I called them 100s of times and each time got a different person who started to tell me it was my preferences. I had 2 highly techie friends drop by and they talked to TLC and fiddled about but no- problem continued. I got the router sent away to be checked and evrything. We figured it was the Mac/Telstra connection that was the problem. Went on for 3 months.

In frustration I moved to telecom when I shifted south BUT I still keep getting bills from TLC. I called them in February, I emailed them in March, I emailed them in April and now hey I've just done my May email. Each time they promise me the problem is sorted my bill is clear and I won't get any more invoices. I used to be a devoted Paradise customer too.

They can't seem to coordinate the help desk with the accounts department. Sigh. I guess we'll just keep on.

cherb

2 posts

Wannabe Geek

#71261 19-May-2007 11:12

I wondered if the voice activater can detect frustration as it seemd to me when I started to swear out of sheer frustration I got put thru to a techie faster.

Just try the initial consonsants of some common curses...might work. Might just have been luck.

ReaperZ

127 posts

Master Geek
Inactive user

#71312 19-May-2007 19:05

problem is still occuring..

TelstraClear - are you able to update me on what is going on ? .. the ticket number is in this thread

sometimes its nice to be informed as to what is happening and not just counting days wondering if this will take 2-3months again

KellyP

1245 posts

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#71501 21-May-2007 13:23

What kind of cable modem do you guys have?

Wise

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TelstraClear

566 posts

Ultimate Geek

Trusted

TelstraClear

#71519 21-May-2007 15:39

We are investigating intermittant disconnection issues in this specific area/node which is affecting a small number of customers on our network. Due to the nature and fact that it is only intermittant, it is taking longer than usual to identify and resolve the problem. We expect to have this resolved in the next 24-48 hours and apologise for any inconvenience.

Murray Judd
Product Manager - Consumer Internet
TelstraClear

ReaperZ

127 posts

Master Geek
Inactive user

#71575 21-May-2007 22:08

well go figure.. I get home to find out that the cable modem has been TOTALLY OFFLINE most of the day

I try to ring telstraclear and the fault line is engaged?

hopeless

TelstraClear we refuse to pay for this months cable bill.. this is simply unacceptable

no internet.. no helpdesk.. shocking.. absolutely shocking

TelstraClear can u post me the documents on my file, to the address supplied. account number 15736286, ticket number is located in the thread

legally I am able to request this information and am exercising my right to do so.. action needs to be taken

TelstraClear

566 posts

Ultimate Geek

Trusted

TelstraClear

#71615 22-May-2007 09:50

This profile has been set up by TelstraClear for general discussion points and queries and to post information on general issues or pending changes. We will not be responding to specific customer faults or supply specific customer information via this website. For account queries, please contact us on 0508 888 800 or visit www.telstraclear.co.nz

Due to high call volumes, we are aware of longer than expected wait times at present and are working to reduce them. In the mean time we apologise for the delay and inconvenience.

Murray Judd

Product Manager - Consumer Internet

CiscoDan

2 posts

Wannabe Geek

#71693 22-May-2007 14:24

I have been having issues with the Internet seeming to 'pause' for the last few weeks, and now I am having issues with TCLs cable TV service with no TV Guide (says the list of channels is empty). I have tried to ring, but after waiting for over an hour, and expected hold times of 90, 60-90, and 80 mins three days in a row at different times of the day I don’t know what the problem is.

I now see that there is a problem with 'W31'. Thanks for letting me know this TelstraClear, but without a map of where 'W31' is, I have no friggin' idea if that might be the problem or not. How would anyone find out where exactly the nodes are so I can decode future outage notifications.
I moved to TCL as I am a network architect and the dealings I have had with TCL are far more open that with Telecom, and I think the network status page is great, but knowing where issues are would be more helpful.

Also, (one last rant) if there are 'higher than expected call volumes' for three days (although it seems like this may have gone on longer, then surely expectations could reasonably expected to change, or tell people exactly what is going on.

Thanks, and good luck with the resolution of this!

antoniosk

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#71753 22-May-2007 19:58

CiscoDan:
I have been having issues with the Internet seeming to 'pause' for the last few weeks, and now I am having issues with TCLs cable TV service with no TV Guide (says the list of channels is empty). I have tried to ring, but after waiting for over an hour, and expected hold times of 90, 60-90, and 80 mins three days in a row at different times of the day I don’t know what the problem is.

I now see that there is a problem with 'W31'. Thanks for letting me know this TelstraClear, but without a map of where 'W31' is, I have no friggin' idea if that might be the problem or not. How would anyone find out where exactly the nodes are so I can decode future outage notifications.
I moved to TCL as I am a network architect and the dealings I have had with TCL are far more open that with Telecom, and I think the network status page is great, but knowing where issues are would be more helpful.

Also, (one last rant) if there are 'higher than expected call volumes' for three days (although it seems like this may have gone on longer, then surely expectations could reasonably expected to change, or tell people exactly what is going on.

Thanks, and good luck with the resolution of this!

Mr CiscoDan

One trick that has worked for me on the EPG is the sequence in which kit is powered up. I switch our TV kit off at night and on in the morning, and sometimes the set-top box is running before the modem serving it is.

Switch off modem serving your set-top box, switch of STB, switch on modem and wait for PC Activity light to start flickering, then switch on STB. Works for me anyway, although these days it all comes up without problem.

W31, if you follow this thread through, is a part of the network that serves a portion of Upper Hutt in Wellington.

________

Antoniosk

sbiddle

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#71758 22-May-2007 20:16

CiscoDan:
I now see that there is a problem with 'W31'. Thanks for letting me know this TelstraClear, but without a map of where 'W31' is, I have no friggin' idea if that might be the problem or not. How would anyone find out where exactly the nodes are so I can decode future outage notifications.

W31 is a node in Upper Hutt. If this problem is the same issue as earlier in the year it's an issue with equipment in the node end cabinet then unless you're on this particular node then you won't be affected by the same issue. If you are located in Upper Hutt then PM me and I'll tell you how you can identify if you are on affected node

freitasm

BDFL - Memuneh
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#71759 22-May-2007 20:24

Folks, I was going to post this before, but I'd like to reiterate: the whole idea is not to have specific faults being solved through the forum.

It's great we have some people from TelstraClear looking at the discussions and interacting, but we can't expect invididual problem solving - for this we have Help Desk. I know there's some wait, but we can't expect a specific team to deal with the number of complaints coming out of the board, simply because it's not representative of the entire population of clients.

By all means, go ahead and post about problems, but for your safety don't post personal information such as account numbers.

One of the reasons why other operators have not moved into participating more actively in on-line communities is exactly the fear that expectations can be set to high - so please go slow on them!

ReaperZ

127 posts

Master Geek
Inactive user

#71762 22-May-2007 21:01

freitasm: Folks, I was going to post this before, but I'd like to reiterate: the whole idea is not to have specific faults being solved through the forum.

It's great we have some people from TelstraClear looking at the discussions and interacting, but we can't expect invididual problem solving - for this we have Help Desk. I know there's some wait, but we can't expect a specific team to deal with the number of complaints coming out of the board, simply because it's not representative of the entire population of clients.

By all means, go ahead and post about problems, but for your safety don't post personal information such as account numbers.

One of the reasons why other operators have not moved into participating more actively in on-line communities is exactly the fear that expectations can be set to high - so please go slow on them!

thanks for the reply freitasm.

was simply posting here because I could NOT get a reply via the phone.. ah well the 'expected 24-48 hour' wait is up tomorrow.. although I'm not holding my breath for obvious reasons :p

best of luck resolving the problem.

I was also advised a manager would call me today.. suffice to say this never happened

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