[TelstraClear] Paradise Cable disconnection issues ..

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127 posts

Master Geek
Inactive user

#74383 12-Jun-2007 13:23

letter was posted on saturday

they will have received it as of today most likely

the 7 day contact period starts today, then a complaint at the disputes tribunal will be laid

lets see what happens

ReaperZ

127 posts

Master Geek
Inactive user

#76328 29-Jun-2007 17:40

just thought id post an update

i was PROMPTLY contacted by one of telstra's 'people' shortly after them receiving the letter - guess thats how u get them to phone you!

the problem is still occuring, very frustrating to say the least

at least now i am not paying any money for it

there is one member of their team who is kind enough to call me each week and say 'sorry there are no updates and it is still down'

wonder how long it will go on for this time ?

can they beat their resolution of 3 months last time ? lets see !!

as im contracted for a year (for free install) .. i wonder if i can pull out of the contract, i do believe i would have grounds to do so

however TCL have told me since im in a cable enabled area they wont provide me with ADSL .. hrmmmmmmmmm

Batman

Mad Scientist
29766 posts

Uber Geek

Trusted

Lifetime subscriber

#76329 29-Jun-2007 18:14

hi been following this thread with interest. just to say i'm glad i stuck with xtra, considering xnet but undecided. anyway - the point of this post - to let you know xtra offered their customers no charge-opt out of their 12 month contracts for "go large but slow" plan, so i dont see why you cant get all your money back AND cancel the contract as they did not keep up their part of the agreement.

ReaperZ

127 posts

Master Geek
Inactive user

#76330 29-Jun-2007 18:19

joker97: hi been following this thread with interest. just to say i'm glad i stuck with xtra, considering xnet but undecided. anyway - the point of this post - to let you know xtra offered their customers no charge-opt out of their 12 month contracts for "go large but slow" plan, so i dont see why you cant get all your money back AND cancel the contract as they did not keep up their part of the agreement.

well yes but as you can see they havent been the best to deal with for me so far .. at least xtra told their customers something was wrong

my next door neighbour rang up since it was down (recently in fact) to enquire about getting cable installed .. funnily enough he asked if there was any problems - to which he was told 'no'

they even attempted to push him into getting it installed, at which point he politely told the sales rep to do some background checks before he loses his job for making false claims.

NZBJH

15 posts

Geek

#76462 1-Jul-2007 12:12

Oh dear oh dear. I live in Trentham and signed up yesterday for Telstra cable, hoping for a lower ping (than Xtra ADSL) for gaming.

Anyone know if its the whole of Trentham affected by this? (I presume so, it isn't a big suburb).

Should I cancel my installation? If I leave Xtra, I lose my Go Large plan and can't get it back...

ReaperZ

127 posts

Master Geek
Inactive user

#76707 3-Jul-2007 11:45

yes this will affect you, as technicially I am in trentham as well.. we will be on the same node

my suggestion would be to sign up, keep xtra then hit telstraclear up under signing you up under false pretenses. get free cable until its fixed and have 2 lines, if you have issues trying to sort out compensation let me know, as I'm now dealing with someone higher up

its shocking really.. they should NOT be signing people up under this scenario.

ReaperZ

127 posts

Master Geek
Inactive user

#77071 5-Jul-2007 18:06

was contacted again by the tcl's weekly caller at 10pm (time agreed by both of us as i finish work at 8:30pm)

what i was told is that it is being escalated to upper management, (and that my line is specifically being monitored - this part had previously been mentioned before). so who knows where it was before

i applaud this guy for calling me each week, even though he cant tell me its fixed, its still nice to receive that call, means i can actually voice any questions i might have without having to deal with a newbie.

who knows how long this dilemma will last for ! lol

i asked him about retracting from my contract as 6 months out of a year isnt really supplying the original service the contract was for, regardless that it was free for those periods.

i have faith in them fixing it, but i dont think it will be for at least another month

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Jeb

10 posts

Wannabe Geek

#77082 5-Jul-2007 19:32

I too live in Trentham and have just signed up to Telstraclear cable this morning!

The installation will happen mid-next week, is there any way to find out if i am connected to this W31 node?

They told me that my street (and probably my house) is connected to their fibre network instead of Telecom's copper network, that this was a good thing, and i will get better performance.

This is becoming a little, disconcerting, after reading the troubles and frustrations you are having.

NZBJH

15 posts

Geek

#77214 7-Jul-2007 08:58

Six days later, I still haven't heard from the installer.

However I sent a message to TelstraClear support asking about the 'degraded service', what it was and how much it costs, and this is the reply I got:

"Unfortunatly the service we are providing via a particular node is not working correctly at the moment. This degradation involves very very occasional loss of service for High Speed Internet and Digital TV. It doesn't encompass the entire upper hutt area so there is a real possibility you may not be affected. Currently we are still offering the service at full cost but will be refunding affected customers once the issue is resolved. If you could provide us with your home address we can find out if you will be affected by this outage."

So I sent them my address, and got this response:

"You are definitely connected off the node in question. The problem will occur maybe 2-3 times per evening and there will be a temporarily (maybe a couple of minutes) loss of service. This really does annoy a lot of customers and personally I would advise you hold the installation until the issue is resolved. The service is great value when it is working 100% so definitely continue with installation once the issue is resolved. If you like I can arrange to email you once this is fixed?"

So it took 3 days to get a response - which isn't bad by Telco standards - and they seem to be being honest about it when asked. Still, if I hadn't asked about it they probably would have connected me.

Looks like the message is Buyer Beware in Trentham, as least till W31 is fixed.

EDIT: Jeb, I suggest you fax TelstraClear and ask about whether you are going to be connected to W31. Then you can hold off installing till its fixed and, as a bonus to us all, I expect that the more customer complaints the higher priority fixing the node will become.

SteveLuke

5 posts

Wannabe Geek

#77215 7-Jul-2007 09:12

Hi, I'm also experiencing frequent cable modem disconnects. This is in New Brighton, Christchurch, through a Paradise account. My computer is directly connected to the Motorola Surfboard modem by ethernet, with no intervening router or switch. When a dosnnect happens I have always been able to get online through dialup to my backup ihug account, which demonstrates the problem lies in the optical Telstra network.These disconnects have happened in two waves. The first was about May. After several hours on hold to technical services, I instead rang new accounts, got through almost immediately, and requested an upgrade to enable me to work on my research, which involves a lot of internet resource hunting. I said that I was experiencing disconnections so frequently I could not work. Strangely, I experienced far fewer disconnects immediately following this call, till about a week ago. The promised call from technical support arrived a day, hmm noi several days after finally registering my unhappiness. Oh, and I was told no upgrade was available. When the Tech Services guy contacted me he checked the line, and noted when I had powered off the modem by accident after trying fruitlessly to use the on-off button. He told me to power off the modem to force a reset whenever there was a problem.The second wave of disconnects has plagued me for a week. On every time a modem reset has fixed the problem, but only temporalliy. I had been considering creating a network so I could use internet from a different room from the modem, but then I would have further to walk for each reset. Also, my crucial automatic backups of my thesis every night often do not happen, and these disconnections are the smoking gun cause.As I see it, the problem lies in four potential areas: the optical network itself, the switching and prioritising system, the modem, and/or an emergent problem from the interaction of incompaticle elements.The problem is unacceptable, since I do not have the reliable 24-hour internet access I pay for. However, I feel that Telstra will be trying to solve the issue. Nonetheless, how seriously is it taken in terms of extra resources? Are factors outside Telstra's control involved? What is Telstra offering to retain its customer loyalty?I would welcome information on the quality of modem used, and whether upgrading modems would be a cheap, effective approach for service users to get reliable information and narrow down the causes of these problems. Telstra information does not seem reliable, despite the personal helpfulness of staff when I have managed to get through.cheersSteve.

ReaperZ

127 posts

Master Geek
Inactive user

#77722 11-Jul-2007 11:51

Jeh i am lead to believe you will be affected as well unfortunately.

SteveLuke: your post was very hard to read :P , in regards to the quality of the modems, TCL has to provide the modem, you are not able to 'just go and buy a better quality modem' as such, however there are about 3-5 different models of the cable modem being used on the TCL's network - 7 months ago they advised me that was the cause of the problem, that it was only a certain series of the modem that was dropping - this turned out to be false information which was proved after trying various different models at my house. have not had a problem with any of the modem models outside of this node

telstraclear has offered me nothing in the way of 'customer loyalty' other than free internet, which is actually required under the consumer guarantees act.

i am currently speaking with higher management, as more than 6 months of my 1 year contract i have received this shocking service, therefor i believe i am entitled to cancel my contract, which i will be doing the day the problem is resolved most likely.

It really is poor on TCL's behalf that they are not advising people of the problem until we enquire, and are proceeding with installs none the less,

I also find it appauling that they offer 'compensation' once the problem has been fixed, from what i can tell they have NO plan of attack on how to fix this issue, they cant even offer an approximate resolution date, who knows what kind of 'compensation' they will offer when/IF it gets fixed, im almost willling to bet the problem will occur 6 months after they fix it (as this has been the case already once in the past !)

funny that they managed to fix the problem for 6 months though, it really makes you wonder if their techo's have any clue as to what they are doing.

i currently am aware of 27 people who are being affected of this problem now, there is ~500 people connected to this node (what i was told by TCL), i wonder how many are cable internet users and how many are just experiencing problems with their TV connection.

at least 15 of those people will be cancelling their contract with TCL within the next month if the problem is unresolved.

geek4me

843 posts

Ultimate Geek

Trusted

Lifetime subscriber

#77850 12-Jul-2007 13:56

I was planning to sign up to TelstraClear's High Speed Internet cable service so, after a few months absence from checking Geekzone, I thought I'd check the TelstraClear forum. Oh dear, I live in Trentham Upper Hutt and from the looks of things now is not a good time to sign up. I do have a phone line from TelstraClear which has been trouble free and had Cable TV a few years ago so the cabling is all in place.

I think I'll wait till the Trentham problems are resolved. At least TelstraClear's phoneline works okay for dial-up.

SteveLuke

5 posts

Wannabe Geek

#77867 12-Jul-2007 17:36

Hi,

Sorry about the lack of formatting in my last post, Safari doesn't seem to format on this application. So far Firefox does the paragraph thing, at least in the preview pane.

A day after my last post in this thread my disconnection problem ceased. Been fine since, and a few other Christchurch people on TelstraClear I asked reported no problems at all. I also received a call from a Telstra chief tech, showing this forum is indeed monitored, which is a far more comfortable way of getting attention than waiting in a phone queue ;-) So the evidence suggests my problem was isolated, intermittent at worst, perhaps specific to my system.

Good luck with sorting the Wellington problems...

cheers
Steve

ReaperZ

127 posts

Master Geek
Inactive user

#77892 12-Jul-2007 20:20

geek4me: I was planning to sign up to TelstraClear's High Speed Internet cable service so, after a few months absence from checking Geekzone, I thought I'd check the TelstraClear forum. Oh dear, I live in Trentham Upper Hutt and from the looks of things now is not a good time to sign up. I do have a phone line from TelstraClear which has been trouble free and had Cable TV a few years ago so the cabling is all in place.

I think I'll wait till the Trentham problems are resolved. At least TelstraClear's phoneline works okay for dial-up.

it was good to meet you a few months ago!

ill keep everyone updated regards the problem.. however our future looks grim, I'm even under the impression blowing up the node would give faster resolution lol. however not really viable since we would lose al our services 100%!

Jeb

10 posts

Wannabe Geek

#78053 14-Jul-2007 12:25

I contacted TelstraClear last week, and they told me i was connected to a different node and should expect no problems with my internet.

I couldn't stand my Telecom Go Plan anymore so decided to have it installed anyway, the technician came by 2 days ago.

My computers connect through a DLink DGL-4100 GamerLounge router. So far i have not experienced any issues at all, performance is outstanding.

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