[TelstraClear] TCL Cable Modem policies.

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davidcole

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#23125 13-Nov-2005 18:40

This what stuffed mine up. Friday afternoon my old ip address went bye bye. it wasn't until Sat afternoon and numerous phone calls that i finally got my new address working (I was given it the day before).

Had a few issues saturday and sunday (today) and finally had to change dns servers.

Then I asked about the usage tool on paradise since I noticed it hadn't updated since the 11th (Friday). Was finally told that things had shifted and the new usage tool was at http://www.telstraclear.co.nz/usagemeter/

Telstra customer number goes in the account number box, and you need some pik number...I had to ask them for that.

Not as easy to look at compared to the Paradise one, pretty graphs and things though. But it seems to have a CSV feed...now if I can only get my program to download that....

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lchiu7

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#23146 14-Nov-2005 09:45

OK. I sent a long e-mail to Paradise Customer Support. THis is the essence of their reply.

"Thank you for your email, please accept my apologies that the full change of plan process was not explained to you. I have forwarded this email to our Training Team and to the Team Leader for the representative to whom you spoke to with regards to the new plan change.

You will not be charged for additional usage"

I suspect what should have happened is that once you have moved over, you are supposed to change the IP address in your router or if you don't have one, in the network connections for the network connection you are using for the cable modem. Then TCL authorises the new IP and you reset the box. Once you have done that you are now on a new billing platform and perhaps the limit is reset to 0 for the billing period. I trust they pass that info on to their support staff

Staying in Wellington. Check out my AirBnB in the Wellington CBD. https://www.airbnb.co.nz/h/wellycbd PM me and mention GZ to get a 15% discount and no AirBnB charges.

davidcole

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#23159 14-Nov-2005 11:47

I suspect what should have happened is that once you have moved over, you are supposed to change the IP address in your router or if you don't have one, in the network connections for the network connection you are using for the cable modem. Then TCL authorises the new IP and you reset the box. Once you have done that you are now on a new billing platform and perhaps the limit is reset to 0 for the billing period. I trust they pass that info on to their support staff

I had the new ip address and changed it over. But no, that didn't work, many phone calls to support, finally had me changing the DNS number from old paradise one to what looks like a clear one.

Now I seem to be in a bit of a hole, no usage information on the paradise site, and no usage information on the telstraclear site....

lchiu7

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#23184 14-Nov-2005 16:48

A couple of points. I couldn't test if the new IP was working since I only put it in after reading this BBS and noting that I might not be getting the new allocation. So I didn't do it until 3 days after the plan kicked in. Also I didn't have to change my DNS servers

The TCL usage meter was not working because there was a problem with the authentication for logon. I waited on hold for 15 minutes to find that out! Once it was fixed I was able to view my usage and it noted I had used only 67MB this month until the end of my billing cycle on 15 Nov.

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chiefie

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#23217 15-Nov-2005 08:44

don't think i will be upgrading to new plan, will stay on my current plan as long as i can, until they force me over...

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davidcole

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#23242 15-Nov-2005 11:50

Fair 'nuf chieftie, it is a lot of hassles. But I was sick of being stuck on the 256 k. And finally prices had come down a bit.

chiefie

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#23245 15-Nov-2005 12:02

were you on cable (on 256k?)

i thought the old cable internet plans were at least 2MB anyway? and not much more expensive than current new plan's pricing either.

What i'm not contended with is, if I am forced to move to new plan to pick up TCL phone service (which i absolutely don't need)... I might have to get used to 128kbps upload speed on ADSL... why telecome isn't upping the upload speed to say 512kbps at least?

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lchiu7

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#23249 15-Nov-2005 12:14

I was also on 256/256 and and never upgraded to the new plans since I needed the 10G traffic. Now I can get the same 10G traffic with 2Mb/2Mb which is vast improvement. And only for $25 more a month! Things do become a big cheaper when you get triple service - for me especially the second phone line at $15

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davidcole

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#23253 15-Nov-2005 12:45

Chieftie....think OLDER plans. 256 down/128up (I sure it was) with 10 Gb cap.

Much better with 2 mb down and up. And still my Download limit. Just have to be a bit careful of the international/national since that's gone away now.

chiefie

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#23254 15-Nov-2005 13:00

have a read at Telstra Clear changes the national cap (to the worse!!!)

namely the last few paragraph, from what i read, there are a lot of complaint or feedback about the removal of national 1/10th traffic, so TCL "is" looking into fixing the technical difficulty and "may" bring back the 1/10th traffic for national.

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davidcole

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#23267 15-Nov-2005 14:51

Paste from: http://www.ehomedia.com/blogs/ehomedia/archive/2005/11/14/102.aspx

All was not good however. To start with I had an internet downtime well in to Saturday and I probably spent about 3 hours on the phone with the Telstra support.

me: "No, I can't change my subnet mask to 255.255.255.1 cause that's not a valid mask!"
customer rep: "But we use that in several networks"
me: "No you don't!"
customer rep: "hold on a second while I talk to a technician"
music playing for 10 minutes
customer rep: "Yes, you are right, let's try to change your DNS servers instead"
me: "What's the point, I can't even ping the gateway?"
customer rep: "let's try anyway"

I didn't get the subnet changes, but everything else this guy had happen to him, so did I.

Including, another outage later on Saturday afternoon, and saturday night!!

sbiddle

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#23273 15-Nov-2005 15:35

chiefie: have a read at Telstra Clear changes the national cap (to the worse!!!)

namely the last few paragraph, from what i read, there are a lot of complaint or feedback about the removal of national 1/10th traffic, so TCL "is" looking into fixing the technical difficulty and "may" bring back the 1/10th traffic for national.

As I understand it all existing customers will be forced to move to a new plan within 3-4 months. TCL want to get rid of the old billing platform which dates from the Saturn days (remember Chello?). This new billing platform now supports their cable & DSL platform.TCL's billing systems are a joke - they still have seperate systems for "Saturn" customers & "Clear" customers and have still not managed to merge these yet so this is part of getting rid of the old legacy systems.

The national/international traffic issue is a bit more complex, because TCL no longer peer inside NZ a lot of domestic traffic has to leave NZ and then come back again making it international traffic. I can't see any hope of them reinstating the 1/10th split but the fact they did not mention this before people switched sucks and I believe they have well and truely got the message that many customers are not very happy at all. I also believe they are looking at moving away from static IP's in the future as well but I can see this causing a huge bottleneck for their tech support with very little gain to them at the end of the day.

What will be interesting is how they move customers, I have a contract with them to supply me a connection with national traffic charged at 1/10th of international and no phone line. If they want me to move because of changes to their system then I would be expecting some form of significant compensation. The only other option is to move to one of the existing ISP's reselling cable and pay significantly more - Globe.net have unlimited national traffic on their cable plans but with their pricing you'd be better off paying the extra data caps unless you're moving very significant amounts of data.

TCL announced yesterday thety are now going to offer wholesale access to their cable and fibre to other ISP's. I guess we can hope that somebody like Orcon may jump on board or maybe we could launch geekzone.net ISP for Wgtn users! :-)

lchiu7

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#23293 15-Nov-2005 19:15

davidcole: Chieftie....think OLDER plans. 256 down/128up (I sure it was) with 10 Gb cap.

Much better with 2 mb down and up. And still my Download limit. Just have to be a bit careful of the international/national since that's gone away now.

Yes I think it was 256/128 which explains why video conferencing was so terrible - esp for the other party https://cdn.geekzone.co.nz/images/ico4.gif

The charge for national traffic bothers me less since on average I only move about 400 MB national each month

Staying in Wellington. Check out my AirBnB in the Wellington CBD. https://www.airbnb.co.nz/h/wellycbd PM me and mention GZ to get a 15% discount and no AirBnB charges.

chiefie

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#23345 16-Nov-2005 09:24

geekzone.net sounds good. if Mauricio launch a "private club internet" then I would love to be on that bandwagon... i mean i like to keep saturn tv and cable, and would be great if cable service provided through geekzone.net ! hehe...

but i doubt i can keep TCL's saturn digital tv if my cable internet is with somebody else :-(

oh well.. looks like i'd better prepare for big switch from TCL to Telecom/Xtra/Sky...

Internet is my backyard...

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