[TelstraClear] Cable modem dropping off network

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [TelstraClear] Cable modem dropping off network

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41 posts

Geek

#94516 9-Nov-2007 21:46

Dear "TelstraClear",

Would you like to provide your customers in this forum with a bit of an update of progress? (and an ETA of a resolution).

Your techies have acknowledged a problem, and have indicated it may be resolved during November. Is this problem going to be resolved in parallel with the introduction of additional capacity for your extra cable TV channels?

Thanks

Matt1

27 posts

Geek

#94517 9-Nov-2007 22:33

Last thing I heard from technicians was that basically, everything on my line was physically fine and the only possible issue was that TelstraClear are doing a lot of upgrade work on their Lower Hutt nodes and that the work would be done by the end of the month. In the meantime they said, we could expect to continue to get drop outs due to lack of capacity. Frankly I don't care whether TelstraClear have oversold themselves or failed to plan for expansion. The fact is that they're not providing me with the service paid for!

I suggest you write a letter of complaint asking for a refund for the months the drop-outs have been happening.

FatTofu

90 posts

Master Geek

#94536 10-Nov-2007 01:12

Yeah mine's been dropping out too the last week or so. I just leave it for a few minutes and it sorts itself out. I'm putting up with it at the moment because it's not really disrupting me. It's been good today though.... woah look at the time. I better get to bed. Oh and I live in Wilton btw.

geekiegeek

2513 posts

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#94540 10-Nov-2007 06:21

Still getting it here in Wilton. I have to pull the power on my modem to reset it. So if it happens when I'm not on the web my torrents stop until I next check them or try and surf. painful!

Kittychan

85 posts

Master Geek
Inactive user

#95028 13-Nov-2007 15:39

I was on xbox live and then the internet went off !!! It happens to me everyday

sbiddle

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Biddle Corp

Lifetime subscriber

#95030 13-Nov-2007 15:49

Kittychan: I was on xbox live and then the internet went off !!! It happens to me everyday

Does your router die or your cable modem connection?

Kittychan

85 posts

Master Geek
Inactive user

#95031 13-Nov-2007 15:52

sbiddle:
Kittychan: I was on xbox live and then the internet went off !!! It happens to me everyday

Does your router die or your cable modem connection?

Cable modem.... I notice that when I use internet intensively (torrent, xboxlive and etc) the connection will go off...

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Tarq57

156 posts

Master Geek

#95201 14-Nov-2007 19:01

I'm having a similar problem. Cable modem supplied by TC, 10g high speed plan. Internet is unavailable at times for as little as 2-5 minutes, and occasionally up to 2 hours. Not once have I been able to talk to technical support about it because of "unusually high caller demand" (which seems to be the standard answer to not having enough support personel.) Went through a really bad phase of this from 2 years through 18 months ago. Actually wrote a somewhat scathing letter to customer support concerning it, and got a reply from the CEO. And direct attention from the Customer Service manager. (Nice lady.) Then things seemed to come right, for a year, apart from unexpected accidents, like slips, or a truck taking the line out, or notified scheduled maintenance, which is fine.
More recently, though, there seems to be a break in internet at least twice a week.
For internet interruptions on this scale, and this frequency, it is long past the time something should have been done about it.
In my case restarting the modem, or the computer, makes no difference at all, ever.

Sometimes there seems to be someone at the call centre of average to above average intelligence, who will place a recorded message on the answerphone briefly explaining the problem, if there is a network or partial outage. That's great. Saves you waiting in a call queue for an hour or more.

This seems to be a rare event these days, though. Maybe they're too busy answering calls to put a prepared message on?

Honestly, such a message would save a lot of ill feeling and frustration. I wouldn't even notice the two minutes it would take to do it, compared to the ridiculous wait times to speak to a person. And sometimes that person just says to restart the modem, and when that fails to fix the problem, book a tech for sometime next week. Of course, long before the tech shows up, the connection is up again, with nary a hint of information about what was wrong.

It is also particularly frustrating, during a period of outage or massive go-slow to finally get through to the ISP's website, and the icon brightly shows "No problems to report."

I live in Karori, Wellington.

freitasm

BDFL - Memuneh
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Geekzone

Lifetime subscriber

#95205 14-Nov-2007 19:17

I had intermitent drops from the network a couple of weeks ago and booked a technician. He came along, found very low readings, and replaced the filter (sp?)... Nothing bad since then.

BarTender

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#95215 14-Nov-2007 20:04

The wife said the internet went down today about midday, got home at 5 and it was still down. I rebooted both the Internet Cable Modem... Started booted but the "Online" light got stuck flashing for a few minutes, rebooted, stuck on online flashing, it was that way for at least 1 hour.......
Then once the kids were down it was all back up again.
Thankfully had my spare woosh modem at home and powered that up to get her going, slow, but *just* better than dialup..
I'm also in Wellington.
Nothing on the networkstatus.telstraclear.co.nz page apart from this... http://networkstatus.telstraclear.co.nz/home/saturn_tv_digital_.html

01EG

604 posts

Ultimate Geek

#95228 14-Nov-2007 20:41

Got yesterday for 3 hours. Called to TC support, the answering machine suggested to power off the cable for 2 mins(?)(usually for 10 sec). It didn't help.

Aro Valley, Wellington

munchkin

939 posts

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#95233 14-Nov-2007 21:00

Kittychan:
sbiddle:
Kittychan: I was on xbox live and then the internet went off !!! It happens to me everyday

Does your router die or your cable modem connection?

Cable modem.... I notice that when I use internet intensively (torrent, xboxlive and etc) the connection will go off...

Same happens here, gets annoying when you're starting to win and....drop

Kittychan

85 posts

Master Geek
Inactive user

#95246 14-Nov-2007 21:58

Same happens here, gets annoying when you're starting to win and....drop

Yessss

damgl0bal

11 posts

Geek

#95256 14-Nov-2007 22:37

I'm also getting these intermittent outages here in Newlands. I've also noticed my connection speed isn't what it should be lately. I've been getting some pretty shocking d/l speeds lately. Not the sort of quality service you'd expect when you're paying a premium for 10mb/s connection.

I notice there's not much Telstra presence here.

Matt1

27 posts

Geek

#95270 14-Nov-2007 23:32

Again, what I've been told after getting three tech visits and higher level people in Astute is that this is problem that TelstraClear are responsible for and are not saying anything about. It is their fault for not planning for demand and upgrades and particularly bad that they haven't even notified their customers that they might expect some issues. It's supposed to be fixed by the end of the month but why don't we all just send in angry letters? Maybe thye'll do something about it. We could teach them a thing or two about the mysterious concept of 'customer service' that seems to so confuse them.

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