[TelstraClear] New Home Plan, been having to wait too long

Forums › One NZ (including Farmside) › [TelstraClear] New Home Plan, been having to wait too long

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#290589 16-Jan-2010 18:55

Yeah exactly!!! My olds have had their paradise address for 10 years so its not the most easy of things to change (pitty there is no such thing as "e-mail porting")

johnr

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#290591 16-Jan-2010 19:06

This is why you go with Gmail / hotmail / yahoo or your own domain

John

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#291583 20-Jan-2010 17:26

Just rang Telstra had the nice 14 mins of music shame you cant choose what to listen to, spoke to a nice lady who has probably had enough she explained that i am in a que that takes 42 days from the 10th of december and that its working days so take off weekend, stats etc we are looking at mid/end Feb.
I only wanted to upgrade the internet etc for the school hols at least should be done for the next hols.

Ragnor

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#291587 20-Jan-2010 17:45

So does anyone with "inside" knowledge know that the hold up is.. unprecedented demand, problems with their LLU equipment, visionstream sucking, something else?

sleepy

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#293100 26-Jan-2010 10:55

At 8.45 ish this morning the internet at home died did the usual thing rebboted modem etc waited redid it tried a few other bits plugged in t stick checked telstra website all ok , went away for an hour figured the world would come back to me . At 10.30 I thought time to redo everything still no luck so took a risk with tesltras awful talking sysytem and finally got someone gave him heaps of info he went away for 10 mins and came back to say they were switching me to new plan and should be reconnected today or tomorrow. Why no email or call to tell me they really deserve an award for the worst customer service. They used to be so good now just dont care. I hope someone at telstra visits these forums.
Spleen vented will see what happens will update how long it takes. Thanks Telecom for my data stick.

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#293135 26-Jan-2010 13:38

1.37 pm just went to make toll call and my phone says i am not allowed too am now in a 13 min cue according to the first guy i spoke too.

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#293411 27-Jan-2010 13:07

Internet goes down at 4:30. No notification. I call up and find out we're being switched, he said estimated time is usually 4 hours but more likely the morning.
Finally comes back up again around 12:30, 20 hours of downtime to switch us over.

As predicted, internet speed is 256k as for some really odd reason they move everyone to this before cranking up their speed.

I really think they need to sort out their system. Somehow it takes two months to actually begin the switch then 20 hours of downtime before it switches over.

Do they have to run with a cable from one side of their server room to the other or something for each customer, because i can't think of any way that this could be software based, the switch must involve something physical for it to take this long.

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#293473 27-Jan-2010 14:56

Didn't Telstraclear's LLU program put equipment in ~60 exchanges nationwide, so chances are yes physical change over of "stuff" is required.

Here's the PR from October last year
http://www.telstraclear.co.nz/company-info/media-release-template.cfm?newsid=351

This quote (below) from the above PR made me laugh:

The new automated ordering process means there is no longer the need to deal with third parties. As a result, installation time – the time from when a customer places an order to the service being installed and activated - is now from five working days, down from 27 days.

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#293486 27-Jan-2010 15:13

< ------- Telstra's cable network fugglyness in Wellington.

sleepy

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#293905 28-Jan-2010 13:41

Tried to update yesterday but no telecom xt stick working either have i done something to upset the telcos.

More Seriously wed 12.00 rang telstra who said upgrade not done yet can take upto 48 hours
where as yeaterday it was 4 to 24 hours
asked to speak to supervisor after 25 mins got hold of one
who said there was an error message last night and they would have to resubmit the request and have another go

Why hadnt they already doen that and also why hadnt they rung.he did agree to put my toll call ability back on, still unsure why they cut it off. Also gave me his direct number but always goes to answer machine

thu 1058 left message
thu 1239 left message
thu 1329 left message

How hard can it be to let people know what is happening, its only an upgrade should it be this hard

sleepy

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#294102 28-Jan-2010 20:21

14:24 rang from work to check progress and got faults guy who told me to ring back from home so they could check some settings and hoping they had done there bit.

17:45 rang and had 70 min wait spoke to someone and put back on hold while they checked migration.

10 mins later told to remove dsl. from user name and all of a sudden it works why couldnt someone tell us to try earlier.

Still no call back from the team leader.

running really slow at 267 k downlaod and 134 k up

Any one know if it will automatically get faster or do i have to call again?

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#294583 30-Jan-2010 09:42

Still running on light plan just rang spent another 30 mins explained to two people who came back and said will be monday as thet still have to setup my new account, we will see

Why couldn't they have sent out a email before starting with steps and instructions for the upgrade would save us all a lot of time.

Wierd bit is upgraded at work and it was seamless.

DjShadow

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#294672 30-Jan-2010 17:54

My parents had the homeplan process started tuesday, but huge balls up in the process
Internet cut off at midday tuesday and has been down ever since (DSL still up but still 128k/FS)
Also the ability to make Tolls wasn't there either, thankfully this didn't take long to fix

I called up the helpdesk today, said the request to remove the DSL profile was there but nothing there to re-add the DSL at FS/FS. Its been escalated twice but so far no action.

I've recommended to them to follow up on Monday and if more delays are given to say they are switching to Telecom, the service here IMO is way beyond acceptable.

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#295332 2-Feb-2010 10:59

rang again at 1035 had a 19 minute wait to be told eveything on the account is correct and it must be a tecnical issue as still only getting slow speed am told they will call me back , we will see.

DjShadow

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#295457 2-Feb-2010 16:54

Parents have now been without Internet for a week, am having to now try to deal with Telstraclear on their behalf due to high stress levels.
One more excuse and pulling the pin on the switch.

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