[TelstraClear] New Plans / DOCSIS3 speeds soft launched?

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [TelstraClear] New Plans / DOCSIS3 speeds soft launched?

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74 posts

Master Geek

#615106 25-Apr-2012 19:08

Hrm, just discovered something im not so happy about :/

My normal billing month used to roll over on the 1st of the month. Opted to change to the warp speed 100mb plan on the 17th, and it has scheduled to be installed on 1st May.

It appears Telstra changed over my billing on 19th April to the warp speed 100mb/s plan, even though I do not have the hardware yet to get what im paying for.

It kind of annoys me that I have to pay for 11 days worth of service that I can not get because of the delay getting the install done. I think it would be much fairer for the billing to commence on the day I can actually get the service.

Anyone else noticed this?

DonGould

3892 posts

Uber Geek

#615116 25-Apr-2012 19:29

Beaker: Anyone else noticed this?

Yip. Don't worry about it at all. I'm sure that when Gary gets back on deck in the morning he'll have someone sort it for you.

I had an appointment change and exactly the same issue. TCL sorted it, I actually ended up with 39 extra GB to use in a day (not that I did).

I think it's quite clear that the logistics have all got a bit stuffed up because of demand. But it does seem that they're getting on top of it.

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DoomlordVekk

129 posts

Master Geek

Trusted

#615131 25-Apr-2012 20:16

Beaker:
It kind of annoys me that I have to pay for 11 days worth of service that I can not get because of the delay getting the install done. I think it would be much fairer for the billing to commence on the day I can actually get the service.

Anyone else noticed this?

Not a lot anyone can do about it, it's part of the T's & C's we've all signed up to.

http://www.telstraclear.co.nz/company-info/terms-and-conditions/internet-services.cfm

...
7. Paying your billFixed charges will be payable one month in advance. Any additional usage based charges will be payable in arrears.
...

"Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong." Donald Porter – British Airways

The views expressed here are my own and are not reflective of other organisms or organisations.

hamish225

1418 posts

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#615135 25-Apr-2012 20:21

DonGould:
Beaker: Anyone else noticed this?

Yip. Don't worry about it at all. I'm sure that when Gary gets back on deck in the morning he'll have someone sort it for you.

I had an appointment change and exactly the same issue. TCL sorted it, I actually ended up with 39 extra GB to use in a day (not that I did).

I think it's quite clear that the logistics have all got a bit stuffed up because of demand. But it does seem that they're getting on top of it.

And they said there was no demand looooooooool okay

*Insert big spe*dtest result here*

sbiddle

30853 posts

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Retired Mod

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Biddle Corp

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#615164 25-Apr-2012 21:26

hamish225:
DonGould:
Beaker: Anyone else noticed this?

Yip. Don't worry about it at all. I'm sure that when Gary gets back on deck in the morning he'll have someone sort it for you.

I had an appointment change and exactly the same issue. TCL sorted it, I actually ended up with 39 extra GB to use in a day (not that I did).

I think it's quite clear that the logistics have all got a bit stuffed up because of demand. But it does seem that they're getting on top of it.

And they said there was no demand looooooooool okay

Well the price is 50% of what it was a year ago when they said that.

EvilSteve

232 posts

Master Geek

#616995 29-Apr-2012 15:31

Soooo I've now been changed to the new 100gig plan from my 120gig plan even though the new modem isn't being set up until tomorrow morning?! I feel like im being ripped off by a day.

RexHavoc

100 posts

Master Geek

#617022 29-Apr-2012 17:07

Beaker: Anyone else noticed this?

Im scheduled for the 1st also, but Im still showing as being on the 90GB plan.

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Oliver

80 posts

Master Geek

#617029 29-Apr-2012 17:18

Phoned TCL last Friday to sign up for the plan in our new house (We move in May 3), was pleased to be offered a free install with no minimum term contract! Wasn't sure why I got that until the guy mentioned they couldn't install until May 23, so maybe that's the reason.
I'm in Christchurch. Am going to stick with it anyway, he said if any tech is at a loose end before that date they'll call and come do it early if possible.

hamish225

1418 posts

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#617041 29-Apr-2012 17:51

Can't they just mail the modems out with instructions or pre set up? seems a bit silly to send out people to set them up.

I'm not sure what they actually have to do since I've never witnessed an install.

I would assume it goes along the lines of

Plug modem in
Take old one away
Make sure internet works

*Insert big spe*dtest result here*

freitasm

BDFL - Memuneh
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Geekzone

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#617046 29-Apr-2012 18:16

Setup involves testing the line to check if the channels are correct. You can't do that.

DoomlordVekk

129 posts

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#617051 29-Apr-2012 18:54

More specifically, the line between the customer endpoint and the CMTS is tested for line quality, rf channels are within DOCSIS3 spec and that the required number of channels can be bonded across and then finally the ability for the branch and OTN to suport 100Mbps is tested,recorded and uploaded centrally with a clever wee meter.

HFC/Cable is seldom, if ever, going to be self installable, be it cable modems or RG6 type cabling. With a professional carrying things out, the entire network is protected against ingress/noise/general performance degrading actions occurring and screwing all or parts of the network up for others.

Skillie

192 posts

Master Geek

#617063 29-Apr-2012 19:38

DoomlordVekk: More specifically, the line between the customer endpoint and the CMTS is tested for line quality, rf channels are within DOCSIS3 spec and that the required number of channels can be bonded across and then finally the ability for the branch and OTN to suport 100Mbps is tested,recorded and uploaded centrally with a clever wee meter.

HFC/Cable is seldom, if ever, going to be self installable, be it cable modems or RG6 type cabling. With a professional carrying things out, the entire network is protected against ingress/noise/general performance degrading actions occurring and screwing all or parts of the network up for others.

+1 I witnessed the Man in the Van in action - took him less than 10 minutes to complete the installation, and the results were awesome from the start

sbiddle

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#617069 29-Apr-2012 20:02

hamish225: Can't they just mail the modems out with instructions or pre set up? seems a bit silly to send out people to set them up.

I'm not sure what they actually have to do since I've never witnessed an install.

I would assume it goes along the lines of

Plug modem in
Take old one away
Make sure internet works

And..

Not connect the F connectors correctly
Ingress noise back into the coax
Suffer degraded performance
Post to Geekzone saying TCL is bad

IMHO there should be no such thing as self install DSL for exactly the same reasons. Every install should be a site visit with mandatory master filter install.

EvilSteve

232 posts

Master Geek

#617439 30-Apr-2012 14:14

Soooo I got the new modem installed this morning while I was at work.
The guy rang up and tried to instruct my partner to do a few things, not sure what exactly but probably not much more than reboot the router, the modem and unplug the modem.

My partner although not a geek knows what these things are and how to do most of them but also knows that electronics often break when she touches them! so she played dumb and said she didnt want to nor was she allowed to touch the equipment.

She said the installer then started to sound angry and maybe a little rude. I dont believe this was acceptable practice, first trying to get her to do some of the work and then getting annoyed at her for not wanting to do it as shes not getting paid and he is and also I was told that someone just had to be home to let the installer in and nothing else.

The guy seemed a little lost while setting up my system, initially bypassing the router because it looked too advanced and he didnt know how to work it. The router is a DIR-685 and while it does look flashy it works like most other routers by logging into it via a webpage (which I left the IP and login details on the desk)

After my partner told him that bypassing the router is not an option he reconnected it and everything worked.
Speedtests however were not amazing, going through the PC he could reach 97mb/s but going through the router would only achieve ~ 29mb/s

He left it at that and said "If your partner was able to set this network up he will be able to fix the speeds" which seems a bit of an odd thing to say and then he left.

I dont blame him for the speeds though or for not being able to fix them as it turned out my router or atleast some of the settings were the problem and It just wouldnt be feasable for him to know every setting on every router.

After much looking around my computer and router settings I found that the routers "QOS" settings were set too low, at 32mb/s down and 2mb/s up so I changed this to FULL/FULL and tried to speedtest again.
This time I got better results with 39mb/s down and 10mb/s up but still not as good as expected, eventually I turned QOS completely off and got 97mb/s down and 10mb/s up.

I have so much speed now that I dont know what to do with it, but at 100gig per month it isnt going to be alot.

Sorry for the short novel.

freitasm

BDFL - Memuneh
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Geekzone

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#617446 30-Apr-2012 14:26

halfbaked: The guy seemed a little lost while setting up my system, initially bypassing the router because it looked too advanced and he didnt know how to work it. The router is a DIR-685 and while it does look flashy it works like most other routers by logging into it via a webpage (which I left the IP and login details on the desk)

I wouldn't expect different. TelstraClear will make sure the network works to the modem - plug the PC directly to the modem and if it works then YOUR internal LAN configuration and not their problem. I think they are correct here.

halfbaked: Speedtests however were not amazing, going through the PC he could reach 97mb/s but going through the router would only achieve ~ 29mb/s

As I pointed out before some routers are really crap at switching a high volume of packets. Springs to mind the case of another Geekzone user who spent a lot of time claiming TelstraClear was limiting his Internet speeds, just to find out he was using a Linksys PAP2T device, which has a 7 Mbps speed limit. Not TelstraClear's fault at all. Also router QOS configuration is not TCL fault.

When I started the trial (end of 2010), TelstraClear wanted me to have a router with gigabit WAN port - I had 100 Mbps WAN port on my router, but it's a business one with high throughput so we agreed it would work.

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