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123 posts

Master Geek

Topic # 12431 16-Mar-2007 20:39
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A client (a charity in Hamilton) has been having massive problems with TelstraClear. They recently moved premises and their ADSL should have been up and running over a week ago.

Firstly, it was provisioned on the wrong line. That has taken a week to sort out, but the authentication problem was happening on that line too.

There is a strong ADSL signal but the PPP connection fails because of 'incorrect username/password'.

Today, I spent 3 hours on the phone to TelstraClear, being bounced from person to person. All in all, I was given 5 different username/password combinations, none of which worked. Each person told me that the previous person had given me the wrong username. At least they all agreed on the password!

One of the TC people told me that it must be the modem, and to ring the DSE helpdesk!

I asked one of the people I spoke to to send round a line technician with a modem, to prove that the problem wasn't with my modem. He came round within 30 mins, and indeed, proved that the problem was not with my modem. He also left the modem with me for further testing.

Another person said that there were national problems with the TelstraClear service and it was probably that. However, the modem the technician left connected with no problems with his test username/password.

Each person I spoke to said that *their* username/password combo worked when they tested on their desk.

The problem is clearly with authentication at their end, and I have proved this. However, I can't get anyone to do anything about it!

This is so frustrating.

Does anyone have any advice on how to get TC to (a) understand a problem and (b) do something about it?



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176 posts

Master Geek
+1 received by user: 11

  Reply # 64003 17-Mar-2007 09:28
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As useless as this may sound, I have found that in situations where Telstra representatives refuse to listen to you, just ask to speak to their manager. If they refuse, politely threaten to write a letter of complaint. If they call your bluff, prove that it was never a bluff in the first place.

The best place to send your letter of complaint is to

Alan Freeth
TelstraClear Limited
Private Bag 92143

That dude is the CEO, and he reads letters of complaint personally. He also actually appears to care. A letter in his name comes back to you, and he instructs his cronies to fix the problem. If you have suggested a reasonable solution, thats probably what you will get.

It may take a while longer than yelling at someone on the phone, but it is more effective.

836 posts

Ultimate Geek


  Reply # 64127 18-Mar-2007 02:03
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Ask them to check their radius logs for your authentication attempts. If they are not seeing any ask them to call tcnz wholesale faults and check your connection is being correctly tunneled to their LACs.

123 posts

Master Geek

  Reply # 64306 19-Mar-2007 15:44
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Thanks for the advice. I will try both avenues!



123 posts

Master Geek

  Reply # 64750 22-Mar-2007 20:47
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Well, we finally got it solved, although it took a lot of mystified Telstra and Telecom tech guys to work it out.

Eventually, some Telecom engineers came to the premises and spent hours on the phone to some high level techies at Telstra and Telecom.

Guess what ... it turns out that Telecom was using a new authentication protocol but hadn't informed Telstra of the correct details. I was told that to resolve the issue, Telstra had to call in a programmer to change the code to deal with the new protocol.

Arghhhhhh ...

836 posts

Ultimate Geek


  Reply # 64767 22-Mar-2007 21:32
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Interesting, they they mention what protocols or any other details?

123 posts

Master Geek

  Reply # 64790 23-Mar-2007 06:25
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No, but they said it was related to a new wholesale brand, and that we were the first customer that Telecom had used the new brand for ...

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Uber Geek
+1 received by user: 347


  Reply # 64800 23-Mar-2007 08:22
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robscovell: No, but they said it was related to a new wholesale brand, and that we were the first customer that Telecom had used the new brand for ...

Pioneers are the one's with the arrows up the backside.... although not knowing you're a pioneer is a bit off...







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