[TelstraClear] Massive problems dealing with Telstraclear!

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ReaperZ

127 posts

Master Geek
Inactive user

#11048 28-Dec-2006 13:42

4 weeks ago the node in upper hutt went down from 11am - 8:30pm

ever since that day i have been getting 10-20 cable outages a DAY. the modem just powers itself off and back on again- clearly unacceptable

week one) technician came around and checked connectors .. didnt bother to look at modem log - left again, nothing changed

week two) had 2 technicians come out. first one replaced the modem as i suggested to them. second one changed the atteunator from 8db to 10db. all signal strengths are fine. problem still occurs

week three) tech changed atteunator from 10db to 6db . problem still occured
another tech came out. tested final reading and then said 'we will report it, it must be to do with the node' .. which i had been telling them since day1

NEVER ONCE DID THE TECHNICIAN LOOK AT THE MODEM LOG. EVEN THOUGH I HAD IT OPEN EVERY TIME AND I TOLD THEM TO LOOK AT ALL THE TIMEOUTS ETC - i can post the logs if anyone is interested

week four ) XMAS WEEK so am a bit more leniant .. havent heard anything however so i decided to give them a call today and see what was happening

the technician had no idea what was going on, after requesting civally to be put through to someone higher than him without sucess. i must have asked at least 10 times(he told me someone above him would just book a technician, i advised this was unlikely if they looked at the records and have decided there is nothing more then can do on site)he wanted to book another technician, i told him in the nicest way possible to get stuffed and that i wanted to speak to someone above him, in a more authouritve tone. again he refused. so i told him if he did not transfer me i would be reporting him to his superiors via email (thankyou for giving me your name at the start mr telstraclear worker)

he sent them an email asking them to call me and gave me a ticket number.

hope to hear back from them today.

its VERY unsatisfying being disconnected all the time,. i cant remember the last time i managed to stay online for 3 hours solid.
i might as well have ADSL

comments ? thoughts ?

(Moderator edit (BG) - Adjusted the all capital topic title )

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127 posts

Master Geek
Inactive user

#56479 28-Dec-2006 14:40

was quickly contacted by a member of GZ who also works for TCL - great responce by Brendan/Brendon !!!!!

i wish i could deal with you every time i called TCL, it would make life a million times easier

riahon

946 posts

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+1 received by user: 90

#56480 28-Dec-2006 14:51

We do seem privileged here on GZ. I have read many posts where problems are quickly resolved simply by posting here. I have had a technical mobile issue resolved by posting here a year or 2 ago. Although this is good for GZ's reputation hardly the correct process for these instances.

ReaperZ

127 posts

Master Geek
Inactive user

#56481 28-Dec-2006 15:01

riahon: We do seem privileged here on GZ. I have read many posts where problems are quickly resolved simply by posting here. I have had a technical mobile issue resolved by posting here a year or 2 ago. Although this is good for GZ's reputation hardly the correct process for these instances.

agreed :) brendan mentioned to me he'd just read my thread on here - its good to know stuff like that !

i instantly knew i wasnt dealing with one of the many clueless indians i seem to encounter more often than not calling TelstraClear, and that it was someone who actually had my best interests at heart

riahon

946 posts

Ultimate Geek
+1 received by user: 90

#56482 28-Dec-2006 15:09

Like any large company there is always a 'core' group of 'goto' guys that have all the answers. They are also the same guys that venture onto the net to further their knowledge by linking up with like minded people. Along the way their excellent customer focus is utilised in a manner such as you have experienced - the problem is, they are never rewarded for going the extra mile. When preformance review comes along how many 'helpers' here bother to add these instances to their review.

ReaperZ

127 posts

Master Geek
Inactive user

#56484 28-Dec-2006 15:31

i would be more than happy to write him a letter of reccomendation

antoniosk

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#56518 29-Dec-2006 07:07

Do it then.

Talking about it, and actually doing it are so very different things. I think you should write a letter, and send a copy to the boss.

________

Antoniosk

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ReaperZ

127 posts

Master Geek
Inactive user

#56533 29-Dec-2006 12:15

am getting more and more annoyed with TelstraClear's techo's

was booked for today's 9:30 - 12:30 slot ..

just contacted telstraclear to find out WHERE HE IS, with 15minutes to go.. was advised hes being held up at a job and will be an hour or so, and he will contact me if he is going to be more than that. - appaulling. you think a simple phonecall to advise me of this would be in order

last time he turned up at 9:30am, sat in his van for a few minutes and DROVE OFF AGAIN. telstra couldnt give me an explanation as to why this was .. when he turned up he told me he thought it was too early to be coming in so he left??!?!?!?!

$^*O(&*$(O&^%*(%((*%$_(*$ !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

getting SERIOUSLY PISSED OFF HERE TELSTRA!! - DO SOMETHING ABOUT IT

sbiddle

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#56538 29-Dec-2006 13:07

ReaperZ: am getting more and more annoyed with TelstraClear's techo's

was booked for today's 9:30 - 12:30 slot ..

just contacted telstraclear to find out WHERE HE IS, with 15minutes to go.. was advised hes being held up at a job and will be an hour or so, and he will contact me if he is going to be more than that. - appaulling. you think a simple phonecall to advise me of this would be in order

last time he turned up at 9:30am, sat in his van for a few minutes and DROVE OFF AGAIN. telstra couldnt give me an explanation as to why this was .. when he turned up he told me he thought it was too early to be coming in so he left??!?!?!?!

$^*O(&*$(O&^%*(%((*%$_(*$ !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

getting SERIOUSLY PISSED OFF HERE TELSTRA!! - DO SOMETHING ABOUT IT

TelstraClear don't handle installs they are all dealt with by their contractors who handle everything.

I couldn't have anything better to say about my recent move. I had a phonecall the day before confirming the booking, a phonecall the morning of the job confirming the 9:30-12:30 booking time and another phonecall 15mins before the tech arrived advising he was 15 mins away and confirming somebody was home.

You can't beat that for customer service.

I think complaining like you have done that they are going to be 45 mins late at this time of the year is pretty harsh considering 90% of the country is on holiday. Sometimes jobs can take longer than you think..

ReaperZ

127 posts

Master Geek
Inactive user

#56540 29-Dec-2006 13:21

sbiddle:
ReaperZ: am getting more and more annoyed with TelstraClear's techo's

was booked for today's 9:30 - 12:30 slot ..

just contacted telstraclear to find out WHERE HE IS, with 15minutes to go.. was advised hes being held up at a job and will be an hour or so, and he will contact me if he is going to be more than that. - appaulling. you think a simple phonecall to advise me of this would be in order

last time he turned up at 9:30am, sat in his van for a few minutes and DROVE OFF AGAIN. telstra couldnt give me an explanation as to why this was .. when he turned up he told me he thought it was too early to be coming in so he left??!?!?!?!

$^*O(&*$(O&^%*(%((*%$_(*$ !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

getting SERIOUSLY PISSED OFF HERE TELSTRA!! - DO SOMETHING ABOUT IT

TelstraClear don't handle installs they are all dealt with by their contractors who handle everything.

I couldn't have anything better to say about my recent move. I had a phonecall the day before confirming the booking, a phonecall the morning of the job confirming the 9:30-12:30 booking time and another phonecall 15mins before the tech arrived advising he was 15 mins away and confirming somebody was home.

You can't beat that for customer service.

I think complaining like you have done that they are going to be 45 mins late at this time of the year is pretty harsh considering 90% of the country is on holiday. Sometimes jobs can take longer than you think..

he has been late every time. except for the time he turned up ON TIME and then left because he thought it was too early

ReaperZ

127 posts

Master Geek
Inactive user

#56549 29-Dec-2006 15:10

the tech has just left ..

he checked the power pole (wonder why none of the others ever did this ..) , and found a connector on the pole to be corroded and contain water - which he replaced

lets see if i can maintain a connection for a few hours eh?

ReaperZ

127 posts

Master Geek
Inactive user

#56564 29-Dec-2006 18:06

dropped 10mins ago

i guess its not fixed

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ReaperZ

127 posts

Master Geek
Inactive user

#56565 29-Dec-2006 19:10

after recalling TelstraClear to ATTEMPT to clear this up here is a basic log of how the phonecall went

talked to a lady at paradise who said ALL 6 users in upper hutt node have been affected by this exact same problem.

she transferred me to telstraclear customer services

'telstra [name removed] speaking'

'hi [name removed] just wondering whats happening with the node, can i get some reimbursement since im getting disconnected up to 400times a month'

'please hold ****we're not sure whats going on with the node. I cant give you any reimbursement because we're not sure exactly what the fault is'

Me : I See .. can you transfer me through to your manager ? (thinking she may not have the power or want to issue anything)

******* PLEASE HOLD

"hi steven lee speaking'

Me : Hi Steven are you aware of the problems ive been having

Steven: yes i was filled in just now

Me : ah right ok, so what sort of reimbursement am i going to be getting . being disconnected 15 or so times a day is quite unacceptable

Steven : we cant reimburse you at all because we are unsure of what exactly the fault is.

Me : i see, when do you expect it to be fixed ?

Steven : im not sure, it may take a few weeks

Me : so you expect me to be paying the FULL amount for the service in the meantime ? when im being disconnected up to 400 times a month, correct ?

Steven : yes, theres nothing i can do for you

me : i see .. what would you do if you were in my position Steven ?

Steven : nothing, wait until it is resolved then we can look at reimbursement

Me : Steven can you tell me why your technicians referred the node fault to Telstra, and telstra REJECTED the fault claim ? after at least 3 visits from the technicians and replacing everything at my site ?. then me having to wait for another technician to come around so they can log ANOTHER network fault ?

Steven : no i cant.

Me : Thats unacceptable .. surely after 3 tech's have been to the site and replaced everything its a network fault right ? im a qualified network technician as well.

after that i was transferred back to [name removed], who said she cannot issue a ticket number for the job, but is instead emailing it around . i asked her to copy me in on the email however she said she cant due to security reasons .. fair enough , she will try however to send it from another department - [name removed] seemed helpful but limited in what she could do. this is understandable

------------

TelstraClear WTF are you trying to do here ? get with the times.

maybe its time for FAIR GO

[Moderator edit (MF): actual names removed for privacy]

Fossie

1240 posts

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#56569 29-Dec-2006 20:16

Give them a call and say that you want to be disconnected. Then they will be jumping through hoops to help you. So even after having the repair people lodge a fault, they are rejecting it?!...Its the TelstraClear Conspiracy...

ReaperZ

127 posts

Master Geek
Inactive user

#56570 29-Dec-2006 20:20

Fossie: Give them a call and say that you want to be disconnected. Then they will be jumping through hoops to help you. So even after having the repair people lodge a fault, they are rejecting it?!...Its the TelstraClear Conspiracy...

correct. they rejected it. so i had to have a few more tech's come out again .. then their techs requested AGAIN they look at the node

ReaperZ

127 posts

Master Geek
Inactive user

#56848 4-Jan-2007 13:00

TELSTRACLEAR !!!!!!!!!!!!!!!!!

i had two guys come over yesterday ..

they setup a ping -t to their DNS server .. because they told me T3 errors and all of my other errors in the cable modem log meant nothing and they had no proof any of this was happening !!!!!!

so i let them have their way with that .. they left at about 11am i think ? arrived at 10 or something, im not too sure i wasnt home

however was disconnected at 11:30 and also again just after 12:00pm

they returned about 1pm to check their ping status .. noticed the dropped packets which i screenshotted and went away after sitting there watching it waiting for it to disconnect while they watched it .. we already know that wont happen.

so they put a second attuenator onto the line .. so the modem talks back louder .. therefor ignoring line noise more (trying to cover a crap quality line to my house - although i know this isnt the problem) and said they would be monitoring it .

i asked Steven (one of the techos) who was on site at my place if it had anything to do with the other users that were being dropped on my node - surely that could tell them something as TCL made me aware of this problem when i contacted them several weeks ago - Steven assured me this WASN'T happening.. and that he would know because he services the area or something to that extent.

anyway they left about 1 or 1:30pm. the modem dropped at 2:18pm. i received a phonecall from Steven at 2:30 saying i noticed your connection dropped 15mins ago, and oddly so did 4 other modems on your node *GASP SUPRISE* .. so i guess you were wrong steven.

Steven then told me that the fault WAS WITH THE NETWORK and that it was an AMP causing the problem. which they would replace tomorrow and contact me tomorrow as well. - sounded promising !!

was phoned this morning (being the next day) by steven saying 'we are no longer going to replace the AMP, we noticed the modems that dropped were all sb5200 modems, but the older sb5100 series stayed online, so we're going to come over and replace your modem with the older one' - reason being 'software on the port is causing this' .. i found this a little odd but what the hell, im open for suggestions and im not getting anywhere anyway.

he left this morning a few hours ago, maybe 2, i forget.. i really dont care anymore what they say to me, im taking it higher.

DISCONNECTED WITHIN 2 HOURS AGAIN

TELSTRACLEAR WHY CANT U REALISE ITS A DAMN NETWORK FAULT LIKE IVE BEEN TELLING YOU, AND ABOUT FOUR OF YOUR TECHNICIANS HAVE TOLD YOU SO FAR AND FIX THE NETWORK INSTEAD OF TRYING TO FIND FAULTS WHICH DONT EXIST AT MY SITE

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