[TelstraClear] Terrible Product, Terrible Service.

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95 posts

Master Geek

#91660 19-Oct-2007 10:13

On the subject of helpdesks - for years I have wished that ISPs would have two different types of helpdesk; one for n00bs, and one for people with a clue. That way when you (as an IT professional) ring the ISP you can talk to someone who actually knows what you are talking about.

Slightly OT: But Stroke, some of the worst calls i've ever dealt with have been from so called "it professionals" who think they actually know whats going on when in fact they've missed a couple of basic steps and gone through every advanced step. I know more helpdesk techs that cringe when they hear "I'm a professional" as opposed to a 90 year old calling saying "whats an internet?"

On topic: Sounds like congestion, looks like congestion, but obviously not congestion since they don't want to use that term. :) But at least it sounds like they're doing upgrades that should sort it out in due time Burger.

BurgerNZ

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Geek

#91663 19-Oct-2007 10:23

I understand that it might take a while to fix. That is fair enough, and I accept that.

However, if they want to provide me with 1% of the service for the next few months, I should be paying 1% of the price, which is $1.39

Is that not fair ?

freitasm

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#91666 19-Oct-2007 10:27

I said I wouldn't post again, but here we...

No, I don't think it's fair. I still fail to see how you come to say they are offering only 1% of the service!

FYI I've just downloaded the Ubuntu 7.10 CD ISO from an Australian mirror in about 28 minutes 20 seconds. Pretty good in my opinion, seeing that we have an Exchange Server here, a Newsgator Enterprise Server, and two PCs always on...

sleemanj

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Uber Geek

#91690 19-Oct-2007 12:34

freitasm:
No, I don't think it's fair. I still fail to see how you come to say they are offering only 1% of the service!

Quite right freitasm, it's closer to 4% if I'm doing my math right [for the times when this poster wishes to use his connection].

As I read this thread, TelstraClear have now conceeded to the poster that his connection is subpar, and they are working on fixing the problem. And it appears to have taken considerable effort and patience by the poster to get said admission. I think in that circumstance, it would not be unfair for the poster to ask that TelstraClear knock at least something off the bill until they can resolve the problem.

---
James Sleeman
I sell lots of stuff for electronic enthusiasts...

Gigs

95 posts

Master Geek

#91697 19-Oct-2007 13:31

The best thing you can do Burger is call them and see what they can offer you, be it a discount on the internet service, a free month, etc.

CSR's and team leaders should have power to apply some sort of credit, most ISP ones do after all. If they can't, well then you have your answer.

BurgerNZ

18 posts

Geek

#91698 19-Oct-2007 13:33

No, I don't think it's fair. I still fail to see how you come to say they are offering only 1% of the service!

I pay $139.95 per month for a 10 MEGABIT service.

Speedtests again and again (I have the results if you want them) say I am getting roughly 100-200kb p/s during the hours I am at home.

Thats 100 KILOBITS per second, on a 10240 KILOBIT line. Or roughly 1-2% of the advertised speed.

It's pretty simple mathmatics. So if they can only provide 1% of what they are selling, should I only pay 1% of what they are charging ?

freitasm

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#91701 19-Oct-2007 14:00

BurgerNZ:

No, I don't think it's fair. I still fail to see how you come to say they are offering only 1% of the service!

I pay $139.95 per month for a 10 MEGABIT service.

Speedtests again and again (I have the results if you want them) say I am getting roughly 100-200kb p/s during the hours I am at home.

Thats 100 KILOBITS per second, on a 10240 KILOBIT line. Or roughly 1-2% of the advertised speed.

It's pretty simple mathmatics. So if they can only provide 1% of what they are selling, should I only pay 1% of what they are charging ?

I get about 2 Mbps on busy hours on those tests. No one can trust those because the servers are outside TelstraClear's network, which means they can and will be impacted by Internet traffic conditions which are out of control of any ISP.

When you wrote "they can do until November/December. Apparently it's due to TelstraClear products being so attractive and popular in the Wellington Region." it is strange, because I am in Wellington and don't see this problem.

Sp, if you think this is a probem that's only happening with your connection, since no one else reported similar problems, then I suggest you go back to them, get a technician around.

It's bad having to wait on the line, it's bad having to wait three days for someone to come around, but if you don't wait you can't say for sure it's the ISP problem, or eve a problem on the pole outside your house.

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BurgerNZ

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Geek

#91707 19-Oct-2007 14:46

Just to let everyone know, TelstraClear have been in touch, and are going to look into the issue to see whats happening.

freitasm, I'm not sure why you are insistant that it's me that has caused, or is misunderstanding the problem here. You seem to be under the impression that I can simply call up and say "Yeah it's not working proper, come over and sort it out mate." Unfortunately it doesn't work like that. I have called them, they have told me it is my problem, nothing can be done, live with it.

As far as I'm concerned, the line comes into the house, goes into my computer, and should work as advertised. Wether there are birds pecking on the pole outside, sunspots beaming gamma rays into the Telstra HQ, hobgoblins munching down on the cable under the house and god knows what else... None of those things are my concern, problem, hitch, trouble or worry. Telstra looks after all those things.

As soon as the 1's and 0's leave the cable modem, then I'm responsible. Those 1's and 0's are dribbling out at the moment. And yes, I understand yours is working fine, you've told me more than once already.

freitasm

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#91711 19-Oct-2007 15:02

BurgerNZ: freitasm, I'm not sure why you are insistant that it's me that has caused, or is misunderstanding the problem here. You seem to be under the impression that I can simply call up and say "Yeah it's not working proper, come over and sort it out mate." Unfortunately it doesn't work like that. I have called them, they have told me it is my problem, nothing can be done, live with it.

I am not saying YOU caused it. Read my posts again. I am saying that it looks like a localised problem. I am in Wellington as well and don't see this.

A couple of months ago my connection started showing micro outages, lasting between five and twenty minutes. After much testing and talking to someone who lives a couple of doors up the road I called TelstraClear, and had someone coming in. The technician told me it was a problem in the pole.

The next day a TCL truck stopped, someone went up the pole, fixed the cable and all is ok since then.

I am saying it could be lots of things.

BurgerNZ: As far as I'm concerned, the line comes into the house, goes into my computer, and should work as advertised. Wether there are birds pecking on the pole outside, sunspots beaming gamma rays into the Telstra HQ, hobgoblins munching down on the cable under the house and god knows what else... None of those things are my concern, problem, hitch, trouble or worry. Telstra looks after all those things.

TelstraClear sometimes need someone to call, wait in the queue to tell them that somethings are not working.

freitasm

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#91819 21-Oct-2007 10:52

BurgerNZ: I have a 10 megabit downstream connection. By my reasoning I should be able to download a file, or multiple files at roughly 1200 kilobytes per second. I've only ever been able to get close to 500kB p/s, or 3.9mb p/s. I contacted Telstra yonks ago regarding this, but they told me that I didn't understand how it worked, and that was the theoretical maximum. Why it's marketed as 10mb I don't know.

This is from a server located in Australia, Sunday morning, when I'd expect maximum speeds to be available:

I don't expect this sort of speeds on a 7pm weekday download though, and I understand that other million New Zealanders will be using The Tubes at those times...

gchiu

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#91821 21-Oct-2007 11:26

Which server? I tried this file from http://download.opensuse.org and can only get 70 kb/s

And if I run any torrents (total bandwidth 30 kb/s) , then browsing starts to fail to overseas sites ...

I'm on a 40Gb TC plan.

BurgerNZ

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Geek

#91822 21-Oct-2007 11:33

gchiu: Which server? I tried this file from http://download.opensuse.org and can only get 70 kb/s

And if I run any torrents (total bandwidth 30 kb/s) , then browsing starts to fail to overseas sites ...

I'm on a 40Gb TC plan.

Don't bother.

freitasm doesn't seem to understand that because his connection is fine (which he has stated many times in this thread), others may be having difficulty with theirs.

freitasm: We get it. Your speeds are great. You don't have any trouble. How do you think this is helping me in any way ? Are you a TelstraClear shareholder perhaps ?

freitasm

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#91824 21-Oct-2007 11:48

gchiu: Which server? I tried this file from http://download.opensuse.org and can only get 70 kb/s

And if I run any torrents (total bandwidth 30 kb/s) , then browsing starts to fail to overseas sites ...

I'm on a 40Gb TC plan.

Direct HTTP download, http://en.opensuse.org/Mirrors_Released_Version#Australia

rscole86

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#91825 21-Oct-2007 11:49

BurgerNZ:

freitasm: We get it. Your speeds are great. You don't have any trouble. How do you think this is helping me in any way ? Are you a TelstraClear shareholder perhaps ?

BurgerNZ, GROW UP!!!

Freitasm is far from being a TCL shareholder. Are you a TNZ shareholder, that is spreading FUD on TCL?

All he has been trying to say, in black and white, is that you seem to have a localised issue.

I for one back freitasm, in saying that my experiences with TCL have been good, as my connection is working fine.
So calling it a "Terrible Prodcut, Terrible Service" is far from the truth.

The product is perfect, and the service I have received has been good. I am not saying that you do not have any problems, just that you should probably let TCL try to fix the problem.

If you feel that you should get your money back, fair enough, why don't you let them know by mail of your intentions so that they can resolve the issue for you. Yes sometimes business' only respond to threats made by mail, quoting the usual, CGA, FTA, laywers will get involved etc etc.

freitasm

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#91826 21-Oct-2007 11:52

BurgerNZ:
freitasm doesn't seem to understand that because his connection is fine (which he has stated many times in this thread), others may be having difficulty with theirs.

freitasm: We get it. Your speeds are great. You don't have any trouble. How do you think this is helping me in any way ? Are you a TelstraClear shareholder perhaps ?

Since I think we missed the introduction part from you, I will start with the honors: I am the owner and administrator here, and for question like this a lot of people were banned before. We don't like people implying links to organistions where those don't exist - so be warned.

Second, I think you are the one that is not understanding the logic here.

First you say you are getting only 500 kilobytes pe second, which is a very good sped - you didn't specify if this was from local server, from your neighbour or from an overseas server, and I still think it's a good speed - you can't get close to this on DSL!

Also in your first post you write kB/s which I understand is kilobytes per second, then later you write kilobits. So get your stuff right before complaining. There's a huge difference between kB and kb.

Then you say TCL admitted it was a network fault, that would take them until December to fix. You didn't tell us if this is a specific node fault, such as the one affecting Upper Hutt, and since you say you are in the Wellington region, I think it is only fair to show that not everyone in Wellington is being affected by this "fault".

So the next logical thing is to look at physical problems. I asked before if a technician has been around, testing the internal cabing, the pole, the box, etc. You never answered to that, saying that all is ok. So I am just playing Devil's Advocate here, saying that not is all ok.

Got it now?

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