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BDFL - Memuneh
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  #720074 20-Nov-2012 13:49
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Can't you just ask them to escalate and be done with the joking?




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  #720079 20-Nov-2012 13:52
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freitasm: Can't you just ask them to escalate and be done with the joking?


I tried explaining that I just wanted to be added to the open ticket....  that's when I ended up on hold for 10 minutes and then got told to put in 8.8.8.8 as the NS.

So no, it's doesn't appear that you can just quickly ask for it to be escalated and get a ticket number quickly and be off the phone.






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  #720134 20-Nov-2012 15:12
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Guys - as mentioned, the problem is outside our network, so there is no ticket as there is no issue that we can resolve. As we do in these cases, we will continue to raise it with Google/YouTube on behalf of our customers. You should contact Google/YouTube them if you wish to log the fault. We are doing what we can to alert them that they have an issue that is impacting their users.

Cheers, Gary

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  #720182 20-Nov-2012 16:02
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Sorry, Gary but this doesn't pan out.

There's a Google box inside TelstraClear. Customers by default will get results from that box. The box is managed by Google but TelstraClear customers don't know this. The provider, knowing there's something not kosher should really get to Google and say "folks, your box here is not working as it should".

I'm thinking that TelstraClear is going back to three years ago - denial, denial, denial. This can't go on in cycles, just doesn't work well.




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  #720190 20-Nov-2012 16:10
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When "YouTube's problem" is only impacting TelstraClear customers, I would hope Telstra are able to do more than just pass on the message.

You shouldn't be passing it on "on behalf of the customers", if there is a problem with your service you are providing to customers, its your problem to get it resolved, regardless of where the fault physically lies, its impacting the service that you sell to your customers.

Currently the only "fix" appears to be changing ISP, something I would rather not do if I can help it.

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  #720308 20-Nov-2012 19:44
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I can't access TCL's website at the moment (20/11 @ 7:44pm) - http://www.telstraclear.co.nz/ - is there a DNS issue?

BDFL - Memuneh
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  #720594 21-Nov-2012 09:58
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freitasm: Sorry, Gary but this doesn't pan out.

There's a Google box inside TelstraClear. Customers by default will get results from that box. The box is managed by Google but TelstraClear customers don't know this. The provider, knowing there's something not kosher should really get to Google and say "folks, your box here is not working as it should".

I'm thinking that TelstraClear is going back to three years ago - denial, denial, denial. This can't go on in cycles, just doesn't work well.


Hi Mauricio: Whatever the problem is, it's not in our network so we can't fix it. We've raised it with Google for them to investigate and will work with them if needed to help them resolve it, just as we have with other companies who have issues that impact our customers.

Gary

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  #720601 21-Nov-2012 10:01
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Thanks Gary. That's a bit better than "you folks go and raise the issue with Google" that we got before.




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  #720616 21-Nov-2012 10:21
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freitasm: Thanks Gary. That's a bit better than "you folks go and raise the issue with Google" that we got before.


Sorry - didn't mean it that way, more that we understand the frustration and are trying to help despite it not being in our control, and also addressing Don's experience when he tried to log the issue with us - our faults people were correct in saying that there was no TelstraClear fault, and therfore tried to assist him with what he was personally experiencing by working through the fault isolation procedures.

It's not always easy for customers to understand what their ISP is responsible for and what issues sit with external websites etc. Either way, we take the customer experience seriously and try and assist (as we did recently when Telecom's email service was experiencing issues and emails from their servers wasn't reaching our customers).

Cheers, Gary

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  #720641 21-Nov-2012 10:55
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TelstraClear:
freitasm: Thanks Gary. That's a bit better than "you folks go and raise the issue with Google" that we got before.


Sorry - didn't mean it that way, more that we understand the frustration and are trying to help despite it not being in our control, and also addressing Don's experience when he tried to log the issue with us - our faults people were correct in saying that there was no TelstraClear fault, and therfore tried to assist him with what he was personally experiencing by working through the fault isolation procedures.

It's not always easy for customers to understand what their ISP is responsible for and what issues sit with external websites etc. Either way, we take the customer experience seriously and try and assist (as we did recently when Telecom's email service was experiencing issues and emails from their servers wasn't reaching our customers).

Cheers, Gary


Sorry.. But I personally don't accept that there was "no reason to log a fault since it's outside of your network/control".  When there was an issue with the Telecom Google cache earlier this year the team who manage the relationship internally between Telecom and Google was the team assigned all the cases in regards to the issues with YouTube.

Not logging a case and linking it to the existing primary case number or giving the customer the existing central case number so they can ring up and find out the status I think is just unacceptable... But that's just my personal view.

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  #720644 21-Nov-2012 10:58
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freitasm: Different companies, different policies.


So thus differing levels of "customer service"... Get what you pay for including when things go wrong at the end of the day.

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  #720645 21-Nov-2012 10:59
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I just don't think it's appropriate for one telco to comment on other telco's procedures, that's all.





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  #720661 21-Nov-2012 11:24
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freitasm: I just don't think it's appropriate for one telco to comment on other telco's procedures, that's all.



Agree - especially when what is said is inaccurate :-) Please allow me to make it clear:

  • if there's a fault, please log it - we can't investigate it if you don't
  • if the fault's on our network we will fix it - customer service is our highest priority
  • if the fault's outside our network we will do what we reasonably can to help get it resolved for customers - customer service is our highest priority!
  • if you know that we know there's a fault, and you know that we're working on it, you don't have to log it again unless you think you have information that may help - we will fix it. Please expect that if you do log it, our faults team will step you through the faults diagnosis process anyway as they'd be remiss in making assumptions: we need good information to make sound decisions
  • if you're not sure it's the same fault, please log it - it's quite possible that it's unrelated and we need to determine this.

Isolating and resolving faults can range from the simple and obvious to the complex and multi-threaded, sometines involving multiple other organisations. We're proud of our network and we are dedicated to ensuring that it works as it should for the benefit of our customers, and we appreciate the input and assistance that we get from customers when we have issues and are working to resolve them. That's why we ask you to log faults and to provide as much info as you can to assist diagnosis.

'nuff said!

Cheers, Gary



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