[TelstraClear] TelstraClear Usage Meter broken?

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [TelstraClear] TelstraClear Usage Meter broken?

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114 posts

Master Geek

#425774 10-Jan-2011 15:15

Yep is working again for me.

According to them we have used 11.5GB today, which includes 3 days of last billing period. This is really annoying since we had 10GB not used of last period and it all got dumped to the new one.

matisyahu

1623 posts

Uber Geek

Trusted

#425776 10-Jan-2011 15:18

Upgraded my account to a 90GB plan, a little annoying that I'm expected to install a special widget to make up for when they screw up - if they've screwed up then the least I expect is TelstraClear halving the overage for the traffic accrued over those days.

"When the people are being beaten with a stick, they are not much happier if it is called 'the People's Stick'"

nzfatmatt

114 posts

Master Geek

#425790 10-Jan-2011 15:39

Also an interesting note.

According to their BROKEN usage meter I did 11500MB in an hour just over an hour ago.

Maxing out DOWN and UP which is 17Mb/s would be 7650MB in an hour.

Morph

190 posts

Master Geek
Inactive user

#425803 10-Jan-2011 16:30

Not broken per say,

The data today is actually all the accrued data over the past however many days.

JarrodM

969 posts

Ultimate Geek

#425837 10-Jan-2011 17:52

Still not working for me. no usage showing since 4pm on the 5th.

Bee

732 posts

Ultimate Geek

#425884 10-Jan-2011 19:27

hmmm... mine is showing usage today but is missing any useage from the 6 -9th :)

maybe they are giving it to me for free? or just maybe it will sort itself tomorrow...

Doing your best is much more important than being the best.

meesham

973 posts

Ultimate Geek

#426000 11-Jan-2011 08:50

I emailed them last week and they said they'd look into it, but not ETA for a fix. My quota was meant to reset yesterday but it's still showing the last month's usage, apparently I have no plans active anymore! (although my internet's definitely still working)

Equinox IT

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Bee

732 posts

Ultimate Geek

#426042 11-Jan-2011 10:52

I know ISPs dont like to admit faults but surely there should be a notice on their website or an email sent out for such a major problem that is going on for so long???

Doing your best is much more important than being the best.

meesham

973 posts

Ultimate Geek

#426143 11-Jan-2011 14:38

I just received this response from TelstraClear:

Unfortunately, due to technical issues, the TelstraClear HighSpeed Internet usage meter is not reflecting up to date usage information.
This is currently being investigated. There is no timeframe for resolution at this stage.

matisyahu

1623 posts

Uber Geek

Trusted

#426337 11-Jan-2011 23:37

I rang up to get it sorted out; long story sort they said it was tough toe nails on my part and that I should have a meter installed on my computer to keep track. Nice.

I don't expect perfection but if you do make a mistake then you should at least meet your customers half way. I've since upgraded to 90GB package.

"When the people are being beaten with a stick, they are not much happier if it is called 'the People's Stick'"

Wanted

54 posts

Master Geek

#426427 12-Jan-2011 10:06

My billing period switched on the 8th and they just dumped 5GB+ that was already paid for when I used it last month into this month. This is not ok.

meesham

973 posts

Ultimate Geek

#426841 13-Jan-2011 13:25

Wanted: My billing period switched on the 8th and they just dumped 5GB+ that was already paid for when I used it last month into this month. This is not ok.

I'd make a complaint, if you don't want to sit on hold I'd use their contact form - I tend to get a quicker response from that! If they try to do that to me (my usage meter is STILL broken, but my router keeps track of all usage) it'll pretty much be the final nail in the coffin for TCL as far as I'm concerned after this and the outages last year, I'll be switching back to Xtra and get Sky installed.

maro

23 posts

Geek

#426917 13-Jan-2011 19:34

Well, I would not put much hope into them accepting the measurments done by your own equipment.

I've been there already twice with a similar scenario: towards the last two days of my billing period I used the remaining data allowance to download Linux ISOs (and I mean the "real thing" and not some P2P traffic). The usage meter stopped reporting in the last 4-6h of the old billing period and all the usage during that timeframe was dumped into the new billing period.

I had lengthy conversations with the (so called) customer "service" team, but they appear to be under strict instructions to deny that their systems might be faulty. I offered the details that my router measures and sends me as email every day, but they did not show any interest in it. In the end my "damage" was not that severe to really go much further. But I found it still rather upsetting, and episodes like this will make me look into alternatives, after being a loyal customer for all the 10 years I've lived in NZ.

What irks me is that I have first hand knowledge that a very large ISP in NZ is way more careful in this regard: if due to faulty systems the customer could be disadvantaged certain rules are to be applied to disregard wrongly attributed usage. I guess there were historical cases where the commerce commision had shown some interest in these sort of questions, and that lead to said ISP to become way more "customer friendly".

On the other hand TCL does not seem to care. It is possible that individual cases might get resolved in an agreeable way, but they don't appear to promote a corporate culture that prevents "harm" to the customer due to their own faulty systems.

Wanted

54 posts

Master Geek

#427068 14-Jan-2011 10:26

meesham:
Wanted: My billing period switched on the 8th and they just dumped 5GB+ that was already paid for when I used it last month into this month. This is not ok.

I'd make a complaint, if you don't want to sit on hold I'd use their contact form - I tend to get a quicker response from that! If they try to do that to me (my usage meter is STILL broken, but my router keeps track of all usage) it'll pretty much be the final nail in the coffin for TCL as far as I'm concerned after this and the outages last year, I'll be switching back to Xtra and get Sky installed.

Did an online query and got the reply that the meter was broken between 5/12 and 10/12 and they are looking into what can be done. I made it clear I wasn't ok with paying for the usage twice so we will see what happens. If they can't correct the usage and make sure it is from the correct billing cycle they need to wipe it. it isn't my problem if their monitoring tool broke. I'll sit tight for now but this needs to be sorted out.

TelstraClear

566 posts

Ultimate Geek

Trusted

TelstraClear

#427110 14-Jan-2011 12:02

As you are aware, from January 5 to January 10 2011, our broadband usage processing was not working correctly. During this period, the online Usage Meter did not display any of your broadband usage and no usage email notifications were sent.
We have now fixed the cause of this problem.

If your billing period rolled over during this timeframe, broadband usage during this period will not count towards your usage allocation and is being deleted from the Usage Meter. This ensures usage has not been carried forward as a result of this problem.
If your billing period did not roll over during this timeframe, your broadband usage has been retained. When you log into the online Usage Meter, usage between January 5 and January 9 will show as being used on January 10. This usage will count towards your usage allocation as usual.

We apologise for any inconvenience this may have caused you.

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