[TelstraClear] Terrible Product, Terrible Service.

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18 posts

Geek

#91829 21-Oct-2007 12:07

rscole86:
BurgerNZ:

freitasm: We get it. Your speeds are great. You don't have any trouble. How do you think this is helping me in any way ? Are you a TelstraClear shareholder perhaps ?

BurgerNZ, GROW UP!!!

Freitasm is far from being a TCL shareholder. Are you a TNZ shareholder, that is spreading FUD on TCL?

All he has been trying to say, in black and white, is that you seem to have a localised issue.

I for one back freitasm, in saying that my experiences with TCL have been good, as my connection is working fine.
So calling it a "Terrible Prodcut, Terrible Service" is far from the truth.

The product is perfect, and the service I have received has been good. I am not saying that you do not have any problems, just that you should probably let TCL try to fix the problem.

If you feel that you should get your money back, fair enough, why don't you let them know by mail of your intentions so that they can resolve the issue for you. Yes sometimes business' only respond to threats made by mail, quoting the usual, CGA, FTA, laywers will get involved etc etc.

So you and this other guy have a perfect connection, receive excellent service from TCL, and have nothing to complain about. Yet my experience is almost a polar opposite, and I'm being called out.

You say "Terrible Service" is far from the truth ? I rang up and was told to wait on the line for 74 minutes! I was told by TCL to "Live with it" and "that while we are very sorry, there isn't anything we can do about your terrible speeds until december, and no, you cannot pay any less."

3things have happened since then. TelstraClears head of Consumer Experience has been sent a letter detailing my issue. TelstraClear's Product Manager has contacted me thru GeekZone asking for details so the issue can be resolved (the outcome I was hoping for), and thirdly I have learn't all about Freitasm's continued excellent speeds, I learned about the problems he had with his pole, and other irelevant details.

Like I said in the letter I sent to TelstraClear, if I didn't believe I was dealing with complete incompetence from the CSR's I've spoken to, I would have closed my account.

rscole86

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#91831 21-Oct-2007 12:17

BurgerNZ:
So you and this other guy have a perfect connection, receive excellent service from TCL, and have nothing to complain about. Yet my experience is almost a polar opposite, and I'm being called out.

You say "Terrible Service" is far from the truth ? I rang up and was told to wait on the line for 74 minutes! I was told by TCL to "Live with it" and "that while we are very sorry, there isn't anything we can do about your terrible speeds until december, and no, you cannot pay any less."

3things have happened since then. TelstraClears head of Consumer Experience has been sent a letter detailing my issue. TelstraClear's Product Manager has contacted me thru GeekZone asking for details so the issue can be resolved (the outcome I was hoping for), and thirdly I have learn't all about Freitasm's continued excellent speeds, I learned about the problems he had with his pole, and other irelevant details.

Like I said in the letter I sent to TelstraClear, if I didn't believe I was dealing with complete incompetence from the CSR's I've spoken to, I would have closed my account.

We are not calling you out, we are just pointing out, that not everyone gets bad service.

I agree, waiting on the phone for 74 minutes is to long. But I have to ask, why did you? When you can leave a message for them, or send them an email thought their online secure help service.

How are freitasm's details irelevant? What he has been trying to point out to you, is that just becuase you are getting "poor" service, it does not been that the "product" is to blame. It could come down to how it is being applied to you, or your node.
Without doing some background research, and telling us what you have done, we are always going to suggest you try things.
BTW, it was good to hear that it was only a problem with your pole freitasm.

Most people would be glad to hear that it is not a problem with the service, but just with their connection! That way they know that it should be resolved, and they they will be able to enjoy the service they have paid for.

TCL will quite rightly not let you pay less. They will, if you request it, will look into reimbursing you AFTER they have fixed any problems you are having.

BurgerNZ

18 posts

Geek

#91833 21-Oct-2007 12:20

Since I think we missed the introduction part from you, I will start with the honors: I am the owner and administrator here, and for question like this a lot of people were banned before. We don't like people implying links to organistions where those don't exist - so be warned.

And I thank you for providing me the opportunity to voice my concerns, and get the attention of TCL.

Second, I think you are the one that is not understanding the logic here.

First you say you are getting only 500 kilobytes pe second, which is a very good sped - you didn't specify if this was from local server, from your neighbour or from an overseas server, and I still think it's a good speed - you can't get close to this on DSL!

As I said, for the past 3 years, this speed (500 kilobytes a sec) has been my average speed, and was happy with it. What I am unhappy about is that speed is now 50kB a second. Thats a dramatic difference. Also like I said, this is the speed I get during the hours I am home on weekdays (i.e. the evening).

Also in your first post you write kB/s which I understand is kilobytes per second, then later you write kilobits. So get your stuff right before complaining. There's a huge difference between kB and kb.

I also understand the difference between kB, kb, mB and mb. All my numbers are correct if you read them properly. Give me a specific of where I got it wrong. Ok so 50kB/s isn't 0.1mb/s, more like 0.39mb/s. But it's comparing a dribble with a trickle. You seem to still be under the impression that I'm getting 500 KILOBYTES a SECOND at 7pm on a Wednesday. For the last, and final time, I AM NOT.

Then you say TCL admitted it was a network fault, that would take them until December to fix. You didn't tell us if this is a specific node fault, such as the one affecting Upper Hutt, and since you say you are in the Wellington region, I think it is only fair to show that not everyone in Wellington is being affected by this "fault".

I'm telling you what they told me. They did not elaborate on any way what was causing the problem, only to say it affected my area.

So the next logical thing is to look at physical problems. I asked before if a technician has been around, testing the internal cabing, the pole, the box, etc. You never answered to that, saying thatall is ok. So I am just playing Devil's Advocate here, saying that not is all ok.

You think TCL is chomping at the bit to send somebody around here ? I already told you that they told me "Live with it, nothing we can do."

Got it now?

To be honest ? Not really.

BurgerNZ

18 posts

Geek

#91834 21-Oct-2007 12:23

I agree, waiting on the phone for 74 minutes is to long. But I have to ask, why did you? When you can leave a message for them, or send them an email thought their online secure help service.

Again, like I have already said. I didn't wait 74 minutes, I emailed them, they emailed back, advising me how to cut the queue, I called back, they promised somebody would call me back the next day. Nobody ever did. I emailed again. No response.

I mean, I am making an effort here am I not ?

rscole86

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#91835 21-Oct-2007 12:28

BurgerNZ: You say "Terrible Service" is far from the truth ? I rang up and was told to wait on the line for 74 minutes! I was told by TCL to "Live with it" and "that while we are very sorry, there isn't anything we can do about your terrible speeds until december, and no, you cannot pay any less."

74 minutes = 74 minutes.

gchiu

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#91836 21-Oct-2007 12:35

What are you getting now at https://www.speedtest.net/?s=730 ( citylink - only a couple of miles down the road from Karori to the City )

I'm seeing 932 kb/s down, and 764 kb/s up.

BurgerNZ

18 posts

Geek

#91838 21-Oct-2007 12:43

gchiu: What are you getting now at https://www.speedtest.net/?s=730 ( citylink - only a couple of miles down the road from Karori to the City )

I'm seeing 932 kb/s down, and 764 kb/s up.

My speeds now are otherwise fine, like I said, I only have issue with my speed during the hours of 5pm-Midnight, Monday - Friday.

Thats when this happens:

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rscole86

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#91839 21-Oct-2007 12:43

gchiu: What are you getting now at https://www.speedtest.net/?s=730 ( citylink - only a couple of miles down the road from Karori to the City )

I'm seeing 932 kb/s down, and 764 kb/s up.

You should never use Citylink as a speedtest server, as they do not peer with TCL.

The Auckland server tends to give the most accurate results.

BurgerNZ

18 posts

Geek

#91840 21-Oct-2007 12:47

rscole86:
gchiu: What are you getting now at https://www.speedtest.net/?s=730 ( citylink - only a couple of miles down the road from Karori to the City )

I'm seeing 932 kb/s down, and 764 kb/s up.

You should never use Citylink as a speedtest server, as they do not peer with TCL.

The Auckland server tends to give the most accurate results.

Auckland:

gchiu

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#91842 21-Oct-2007 13:08

This is what I'm seeing, but I don't believe it .. I'm timing out on this site, and most of my overseas sites at present

rscole86

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#91844 21-Oct-2007 13:22

gchiu: This is what I'm seeing, but I don't believe it .. I'm timing out on this site, and most of my overseas sites at present

Could you host the image somewhere else? As we are required to accept your security certificate to view the image.

gchiu

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#91845 21-Oct-2007 13:31

Sorry, I'm having internet problems despite those figures, and can't access my overseas host ... didn't realise you'd have to accept my security certificate.

So, for now I've removed the image.

freitasm

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#91847 21-Oct-2007 13:35

Just use http instead of https - or are you required to use https? It's not us, it's the browser that complains your server's certificate is invalid.

gchiu

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#91848 21-Oct-2007 13:44

It's a certificate I generated using OpenSSL, so I guess what your browser is complaining about is that it was generated by an unknown authority rather than being invalid.

Yes, my site is setup as https only ... now if only TC would let me browse to my non https site in Texas, I will fix the url

Fixed!

tknz

182 posts

Master Geek

#92318 24-Oct-2007 22:25

Oddly enough I think it may be congestion just from a personal point of view it seems like its just crap at those times, I know there is sufficent bandwidth on the Southern Cross Cable, and that isn't the only cable where bandwidth has been purchased it goes quite far into the internet, Could be the local nodes, but I couldn't be sure im not in on net division. But oh well It's only crap for a couple of hous of my day in the evening. ANother thing - TVNZONdemand they are connected to TCL national Bankbone - also speedtest.ihug.co.nz - direct route via aux tcl. It is generally a solid service 80 - 90% of the time so not really worth bothering about as who's on the net 100% of every day.

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