[TelstraClear] Shocking service.

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [TelstraClear] Shocking service.

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ryanstev

10 posts

Wannabe Geek

#217418 24-May-2009 15:12

A little tip: No matter what I'm ringing a company for, I always choose the new customer/sales options for instant pick up, they are way better staffed in those areas (so they don't miss out on sucking new customers in of course!) and 9 times out of 10 they can also help with whatever you need

That's usually true.

or will fasttrack you through to the right person.

That's untrue, they put you in the same queue as everyone else. Quite often the queue fluctuates wildly, 20 people with a 30 minute wait, then 5 minutes later 5 people with a 5 minute wait.
If it seems like you're coming through any quicker it's just a coincidence.

ryanstev

10 posts

Wannabe Geek

#217421 24-May-2009 15:16

twisted: So.

Wedensday night (21st) I lost ALL service. (Tv, Phone, Net) After 60 minutes on hold, i was told there would be a technician there in the morning.

Is this for a cable on your property? If not, then it's probably a wide area outage, so it's not just you that's being affected.
You can't expect them to call everyone affected (it can be 1,000 people) to let them know what's happening at every stage.

twisted

46 posts

Geek

#217583 25-May-2009 09:01

I would assume the TCL cable is a dropped line, from a pole on the street. So, one would need a bucket truck, google images is your friend nate, and traffic management to close? this busy street.

Correct.

A waiting time of 5-10 business days to fix broken cabling which requires traffic management and a cable truck for a single residence... well that doesn't sound unreasonable to me.

Fair enough Call. However, the staff spoken to in the initial two phonecalls set the expectation of 24-36 hours.

You gotta take into account the ultra-bad weather at the moment. Do you seriously think any company would risk putting someone up in a bucket truck to fix cables on a pole during these strong winds and bad weather?

The area is not overly exposed. Furthermore, no staff member has indicated to me that bad weather will impact on restoration of service. I appreciate that high winds would impact on service restoration, however. On the day i was told that it would be fixed, the winds were average at worst.

That's untrue, they put you in the same queue as everyone else. Quite often the queue fluctuates wildly, 20 people with a 30 minute wait, then 5 minutes later 5 people with a 5 minute wait.
If it seems like you're coming through any quicker it's just a coincidence.

Correct. When i worked for Telecom, it was policy to put people who came through to the wrong area in the back of the queue. Thus, their wait time is normally higher.

Is this for a cable on your property? If not, then it's probably a wide area outage, so it's not just you that's being affected.
You can't expect them to call everyone affected (it can be 1,000 people) to let them know what's happening at every stage.

In our street, the main TCL cable runs along the other side of the road. They then branch off and cross the street to the poles outside properties. It is this cable which has dropped, impacting a maximum of two properties.

As it turns out, the kids and I had a fantastic technology free weekend,

NickiB

147 posts

Master Geek

Trusted

#217598 25-May-2009 10:15

That's untrue, they put you in the same queue as everyone else. Quite often the queue fluctuates wildly, 20 people with a 30 minute wait, then 5 minutes later 5 people with a 5 minute wait.
If it seems like you're coming through any quicker it's just a coincidence.

Correct. When i worked for Telecom, it was policy to put people who came through to the wrong area in the back of the queue. Thus, their wait time is normally higher.

Don't even get me started on Telecom... the amount of times I got stuck in a circular automated menu and never being able to get through to anyone at all...

Anyway, I have found quite a number of times that the person I talk to calls ahead to the right department and speaks to them first before connecting me. Perhaps this has just been luck or coincidence, as suggested above.

nOOb alert

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