[TelstraClear] Low bandwidth, high latency in Tauranga

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13932 posts

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#625743 15-May-2012 21:05

Behodar: A couple of hours later the job was changed to "solved" with no further information, but clearly still wasn't working correctly.

Wow, that brings back the memories ;)

Mehul

13 posts

Geek

#625759 15-May-2012 21:27

Ive experienced slow broadband at peak hours since i signed up to telstra clear. sounds like the same stuff as you. just had coffeebaron in the other day to install a master filter and my line connection is 19 so not problem on my end. im about to complain now.

DonGould

3892 posts

Uber Geek

#625767 15-May-2012 21:36

allistar: I don't think it's unreasonable to expect the service they state they will provide to actually be provided. It's not unreasonable for them to expect me to pay for the service they provide me, so long as it's what we agreed would be provided. 46 hours for a 1.4Gb file is not what I agreed.

lol... I wonder if you've been reading the last 6 months of my posts on the subject?

So why isn't it mentioned on their service status page?

TCL provide a range of communications resources. Some they take seriously, some they don't.

You want to know what's going on, follow GZ. The social media guys and staff provide far more feedback here than the SS page.

I think the SS pages of many providers are often a bit chicken and egg. They don't update them, so no one looks at them, so they don't update them.

Check out the Internode.com.au SS pages if you want to see an example of how it's done! :)

Not being able to give me an ETA doesn't seem like they've got the message to me. Not mentioning this on their network status page doesn't sound like they've got the message.

I'm sure you've seen their TV ads. I don't know if you read my posts earlier in the week... do you have any idea the scale of the work that's being done now, that wasn't planned?

If I buy a dozen eggs, I expect 12. Not 10. If I buy a "maximum speed" connection and my modem connects at 18Mb/s downstream speed, I expect more that a constant 30kb/s connection from local servers.

The eggs example is kinda interesting, but your CIR comment is more interesting.

What you're saying is you don't actually understand the product that you're being sold.

This is quite normal in the consumer data space because it's complex to explain and most people glaze over before you can give even a brief over view.

Your service has a PIR, BIR and CIR factor to it.

CIR is assured as no more than 0 and best effort after that.

BIR and PIR for DSL is only stated as being what ever the DSLAM will deliver over what ever copper you have between you and the DSLAM, some of which you own and provide no warranty over.

Personally I think the whole marketing space is just a massive have. So in many respects I agree with the stuff you're talking about.

If you really want to boil some blood, you should check out the .au space. That's even more nuts than .nz and just a joke.

Providers are selling plans to customers that the network simply can't deliver on paper, let alone in reality. They've got entire suburbs on 8mbit's of back haul with switching that simply won't move the number of packets per second that would be required to deliver the data in the data plans they're selling.

I don't get why people would willingly pay a company for providing less of a service than they agreed to provide. Would you pay your mechanic to NOT fix your car? Sounds like that what you expect of an ISP. That just seems odd to me.

You pay because you have no choice. In most cases, people pick the best of a range of bad options.

In reality the .nz space has got better in the past few years. The deployment of NGN has brought improvement for many people. 84% of lines can now get 10mbit or better on DSL.

If we're going to compare with cars though, and I really hate to, but let's...

Last week we ordered our shopping from Countdown online. It was delivered for free.

However, my wife didn't get enough spuds. I spend more money driving my car to get $3.95 of spuds than you spent on your net connection today.

Last month I got a very basic service done on my car in prep for winter. I spent the same as 2 months internet access just getting the water and oil changed.

Yesterday I put petrol in the car. I know people who spent more for 1 weeks petrol than I spend for 1 months internet access, 2 phone lines, 2 mobile phones and associated data connections.

You give me your car budget and I'll get you a product that matches the spec.

Promote New Zealand - Get yourself a .kiwi.nz domain name!!!

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mercutio

1392 posts

Uber Geek

#625787 15-May-2012 21:47

dong.. if your car went 2k an hour you'd be complaining too.

hell you could get out and walk quicker.

sure you're on the motorway.. and everyone's going that speed... but that doesn't mean that there isn't a problem! and sure it'll cost money to fix the issue, but htat doesn't mean it's important. and sure it's rated at 100k/hour, but it'd be nice if you could go at least 60k/hour.

and on the topic of oil and water.. you're choosing to get someone else to do that rather than do it yourself.. it's the same as an adsl self install versus getting it all installed for you. you can choose either path..

and yeah cars are expensive.. food is expensive.. but why should phone/internet be expensive? they only have to put the cables in the ground and maintain them and maintain some routers. that should be less expensive to maintain per month than the cost to feed you for a week.. you don't have to dig up the cables and put new ones every time you want to download something.. and internet can route all the year through.

AndrewTarr

30 posts

Geek

#627511 18-May-2012 20:26

I'll keep out of the compare debate if that's all right.

Just reporting, I'm still having a speed issue. I thought it was fixed, but no.

I'll talk to Telstra on Monday and figure out my options. This has gone from an annoying problem to affecting my after hours support responsibility. It can't go on.

0.35 Mbps Down / 0.99 Mbps Up

allistar

33 posts

Geek

#627526 18-May-2012 20:47

AndrewTarr: I'll keep out of the compare debate if that's all right.

Just reporting, I'm still having a speed issue. I thought it was fixed, but no.

My service has improved, but not by enough. I can *barely* use RDP to connect to client computers and do productive. I downloaded a movie rental frmo iTunes last night which was just over 1Gb. It took 8 hours to download - this is a lot better than 46 hours for a similar sized movie last week, but it's still not good enough.

I have had feedback from TC saying that are aware of the issue and are sorting it out. They've asked me to be patient. That I will do, for a limited time.

Behodar

10504 posts

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#629150 22-May-2012 20:11

Has anyone managed to get any ETA around fixing this?

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Tempted

15 posts

Geek

#629172 22-May-2012 20:53

Behodar: Has anyone managed to get any ETA around fixing this?

End of last week supposedly.

DMC

78 posts

Master Geek

#629589 23-May-2012 19:21

I was having same problems, gave up and switched to Vodafone.

First night tonight and fantastic to be back to full speed in the evenings.

More details in the related thread:

Telstra Clear ADSL Speed Issues (wiring or other fault?)

Confirms it is a TCL specific problem in my mind.

Behodar

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#629594 23-May-2012 19:26

I also gave up, I was just asking on behalf of a friend that is currently stuck in a 12-month term with that $75 deal :(

DMC

78 posts

Master Geek

#629606 23-May-2012 19:44

Easy for me to say but in the same situation I would be paying the early termination fee, going elsewhere and putting it down to experience and thus not resenting every night the crap performance.

Would be interesting whether you could have a go at them for not delivering the performance they are advertising.

DonGould

3892 posts

Uber Geek

#629624 23-May-2012 20:45

DMC: Would be interesting whether you could have a go at them for not delivering the performance they are advertising.

lol

Promote New Zealand - Get yourself a .kiwi.nz domain name!!!

Check out mine - i.am.a.can.do.kiwi.nz - don@i.am.a.can.do.kiwi.nz

AndrewTarr

30 posts

Geek

#629709 24-May-2012 07:22

Telstra Fault - T6498756

SpeedTests from - http://www.consumerspeedtest.org.nz

19/05/2012 7:28 p.m. - 0.54 Mbps Down / 0.93 Mbps Up
19/05/2012 9:02 p.m. - 0.71 Mbps Down / 0.84 Mbps Up
20/05/2012 1:26 p.m. - 8.03 Mbps Down / 0.99 Mbps Up
20/05/2012 5:52 p.m. - 0.53 Mbps Down / 0.96 Mbps Up
21/05/2012 9:15 a.m. - 9.15 Mbps Down / 0.98 Mbps Up
21/05/2012 5:25 p.m. - 0.59 Mbps Down / 0.83 Mbps Up

Updated speed test results

22/05/2012 10:15 a.m. - 7.82 Mbps Down / 0.99 Mbps Up
22/05/2012 4:15 p.m. - 1.19 Mbps Down / 0.97 Mbps Up
22/05/2012 10:00 p.m. - 1.12 Mbps Down / 0.89 Mbps Up
23/05/2012 7:17 a.m. - 11.78 Mbps Down / 1.00 Mbps Up
23/05/2012 9:40 a.m. - 6.29 Mbps Down / 1.01 Mbps Up
23/05/2012 7:50 p.m. - 0.72 Mbps Down / 0.97 Mbps Up
24/05/2012 6:49 p.m. - 11.52 Mbps Down / 1.01 Mbps Up

I really need some more information about this issue and an ETA please. Trying to work from home during the evenings is impossible at peak times. I'm a patient person, but I'll have to move ISP's if this issue is going to keep affecting my work. I hope you can resolve this asap.

Thanks
Andrew

ageorge

626 posts

Ultimate Geek

#629710 24-May-2012 07:25

Whats surprises me as a new TC member (very happy one) is that their support who is known to lurk on this forum, is very quiet on this issue. TC do not realise how much damage this issue will cause them in Tauranga/ a village where the word goes out very rapidly, much more so than other centres.

I am wondering if the issue is due to cabling in a certain area, or whether its Tauranga as a whole, because if the former, you would think it could be fixed reasonably quickly.
Regards,
Al.

Behodar

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#629714 24-May-2012 07:44

ageorge: I am wondering if the issue is due to cabling in a certain area, or whether its Tauranga as a whole, because if the former, you would think it could be fixed reasonably quickly.
Regards,
Al.

It's also affecting Whakatane, Te Teko and I'm assuming other nearby towns too.

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