[TelstraClear] (solved, account settings problem) TelstraClear cable service down 2012-07-17?

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Forums › One New Zealand (including Vodafone, WxC, Farmside) › [TelstraClear] (solved, account settings problem) TelstraClear cable service down 2012-07-17?

freitasm

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#106038 17-Jul-2012 07:22

We have no cable service in Johnsonville this morning. Anyone else?

dm2000

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#656810 17-Jul-2012 07:24

No issues here in Kilbirnie

antoniosk

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#656813 17-Jul-2012 07:36

Working fine here in central welly.

Have you tried turned your modem on and off again?

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#656814 17-Jul-2012 07:41

Ok in Raumati Beach

1080p

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#656820 17-Jul-2012 07:57

Central Wellington has no problems that I'm experiencing.

freitasm

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#656825 17-Jul-2012 08:04

TelstraClear help desk believes I have the old modem. They also have a different IP address, obviously associated with this other modem now.

Something was changed in their systems at 1am as this is when the service went down for me.

Obviously help desk can't do anything because they have no idea I have this modem - it seems their records were never updated. Contacting Gary to get this changed to the actual modem.

Behodar

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#656872 17-Jul-2012 09:43

My dad had a similar issue; his DSL modem still had his old @paradise.net.nz username in it, and TCL has changed something and now needs an @clear.net.nz account. Naturally there was no advance notification that this address had to change...

freitasm

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#656886 17-Jul-2012 09:59

And we're back. The old IP address and modem config restored.

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#656898 17-Jul-2012 10:04

I used the internet at 6.45am this morning with no issues, JV TC cable.

freitasm

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#656911 17-Jul-2012 10:31

Also have to say the Help Desk was a lot better than I thought... My call was answered immediately at 7:55am, the help desk person started asking me which OS, etc so I explained I just needed to know what he wanted tested and he obviously jumped some of the items in the checklist straight to the point where I already have tested everything.

He asked me to test the connection with a second PC (already had done with my laptop directly to the modem) so we agreed I'd call later - since he insisted the records showed I was supposed to be using a different IP I knew it wasn't going to work because I didn't have the Motorola modem.

Got a phone call from TelstraClear once I contacted Gary - although I believe would get some results from help desk if I had asked to escalate too.

While waiting I had time to walk the dog, read a couple of chapters of a book, have an espresso and enjoy the nice weather in Wellington today...

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#656926 17-Jul-2012 11:15

freitasm: While waiting I had time to walk the dog, read a couple of chapters of a book, have an espresso and enjoy the nice weather in Wellington today...

How did you play your yoyo and read book and having espresso while on the phone all in the same moment?! Are you multi-limbed? *hehe*

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