[TelstraClear] Paradise / TCL outage

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freitasm

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#41962 19-Jul-2006 09:49

To their credit, the CSR didn't confirm or deny the outage initially, and wanted to spell "Google" to me, but after a while he actually started asking for some tracert from my machine to some of the domains I was trying to reach, and asked these to be emailed to him, which he promptly acknowledged as received over the phone.

It seems that at least he was working with me, instead of simply following the script, as I believe some would have "Turn off your modem, reboot your computer, remove the cable... Oh, yes we do have an outage".

So, it was a long wait (45 minutes) which should have been reduced to 0 by simply having a recording on their IVR telling the consumers about the outage off the bat, but the guy was actually good - unlike some others I experienced before, with TCL.

The wait wasn't that painful - used a Bluetooth headset and kept working until the call was answered.

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sbiddle

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#41964 19-Jul-2006 10:19

juha: But.... TCL told me that it was all fixed yesterday.

It was.. and obviously something went wrong again! Vodafone also appear to be suffering network issues in Wgtn this morning as well. There is no 3G coverage off multiple sites, even trying to use Opera Mini to view the TCL network status page over GPRS is a long crawl! At least they updated the status page to advise of a fault!

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#41965 19-Jul-2006 10:22

freitasm: The wait wasn't that painful - used a Bluetooth headset and kept working until the call was answered.

And you should feel good since it cost them big $$ leaving you on hold for 45 mins calling from a mobile! :-)

It's quite common practice in contact centres these days to prioritise traffic from mobiles on 0800 terminations, TCL don't currently do this.

freitasm

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#41966 19-Jul-2006 10:25

I didn't want to push this point much - at the end they just put this as "operational cost" and increase the consumer's monthly bill a few cents to compensate for it...

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juha

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#41967 19-Jul-2006 10:32

sbiddle: It was.. and obviously something went wrong again! Vodafone also appear to be suffering network issues in Wgtn this morning as well. There is no 3G coverage off multiple sites, even trying to use Opera Mini to view the TCL network status page over GPRS is a long crawl! At least they updated the status page to advise of a fault!

That's the funny thing yesterday - some people I spoke to said yesterday they were able to access sites on TCL's network from other providers. Not from TCL though.

Makes me think it's one of those "hmm... wonder what this knob does? Let's try it!" configuration issues. From memory, a similar thing happened last year on TCL's network, when they upgraded some router firmware that had different defaults to what they were using at the time.

Juha

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#41970 19-Jul-2006 12:06

So, it was a long wait (45 minutes) which should have been reduced to 0 by simply having a recording on their IVR telling the consumers about the outage off the bat, but the guy was actually good - unlike some others I experienced before, with TCL.

The problem with announcements on the phone is that dumb users will interprite the message as being the sole cause of whatever issue they have. I recall when working on an ISP helpdesk and there were recorded messages for email delays, people called up the next day still unable to connect demanding to know why the outage wasnt fixed but the message has gone. Cant win when dealing with end users :(

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lchiu7

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#41985 19-Jul-2006 14:43

Slightly off topic but still talking about TCL customer service. My wife complained last week that one of her channels (on World TV) was been out all day, showing only what you would see if you had not subscribed to that channel (promos, ads etc.). This was ongoing for at least a day and half. The other channels in the package were okay. So I called up TCL and complained. Once they had worked out the problem, it seemed it was network wide (well possibly at least in Wellington or perhaps in my area). It was soon fixed. I guess what I am wondering is, did nobody else complain? Am I the only person in my area to subscribe to this package?

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freitasm

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#41994 19-Jul-2006 15:42

Or the only one watching World TV?

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lchiu7

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#41996 19-Jul-2006 16:26

For 36 hours?

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