freitasm: Can't you just ask them to escalate and be done with the joking?
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.
freitasm: Thanks Gary. That's a bit better than "you folks go and raise the issue with Google" that we got before.
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).
freitasm: Different companies, different policies.