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Topic # 13278 1-May-2007 19:55
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Hello Everyone,

Thought I would share our businesses experience with moving from Telecom to World Exchange.

We first changed our internet connection across, choosing the River Plan with a 150GB Cap at a very reasonable price of $203.55 inc GST. The same plan on Xtra would cost us $2,198

Telecom charged us $210 for a connection and 23GB traffic.

Our connection on would always cap out at approx 1.5-2MBits (DSL sync at 7.6) on Xtra. We can now sustain around 721kB/Second with torrents or around the physical line speed. This I found a little weird, but a nice suprise none the less as I assumed our exchange back haul was the bottle neck (we are in Grey Lynn, Richmond Road, Auckland)

It's refreshing how XNet does their broadband pricing, we have always said we are willing to pay a reasonable cost ($1/GB) for a unshaped connection. XNet seems to get it - There are customers out there which are willing to pay for traffic, instead of crippling it.

Always - A week later we purchased Linksys SPA942 VOIP phones, which can do power over ethernet, and can stack 4 phone lines on each phone.

We moved our Telecom customer linked publically listed phone/fax numbers to VFX about a week after number portability came into operation. I was suprised how smooth this whole process was, and how good the technical support staff are - they were chasing me up to confirm my phones were working, and I was happy.

We are now paying half the cost of just the customer link for a whole phone line + all the smart phone services. We paired back the Telecom phone line to the minimum Telecom insisted on charging us, and unplugged the phone from it.

We have had a very smooth experience, and love the new features of the phones.

Our Telco spend is down from around $500-$600 a month to $203.55, and that includes two more phone lines and 10 times more data.

The only gripe is that the support hours are weird, they have no sales staff on the weekend (I'm still stuck with Ihug and their customer hating torrent throttling ways - I'm paying $78 for 60GB of traffic and struggle to use it because of their traffic shaping, I'd rather get a XNet connection and pay per GB. Why does IHug not want my money? We started off with a 50GB cap with XNet and put it up to 150GB a week later - XNet makes more money, sells more product, customer is happy and doesn't feel punished.

So all in all, Well done XNet. We are very happy.

Tyler - Parnell Geek - iPhone 3G - Lenovo X301 - Kaseya - Great Western Steak House, these are some of my favourite things.

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  Reply # 69135 1-May-2007 20:54
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Thanks for posting such a detailed report Tyler.

I'm glad to hear that your experience has mirrored mine.  I know you were a bit sceptical at first, and rightly so, years of bad ISP experiences and broken promises / being let down tends to do that to people.

We have made much the same changes in our business as you have made, including moving our ISP from TelstraClear to Xnet, removal of as many physical Telecom lines as possible (just kept one for ADSL and fax), replacement of physical Telecom lines with VFX connections and finally -- porting our published Telecom number to VFX.

And our savings are similar on a percentage basis to yours, not quite as much because you have such a large data requirement.

You are getting an incredibly good deal for 150GB of data, and -- before everyone on Go Large type plans rushes in to say they only pay $50 for the same or a greater amount of data -- you are getting it delivered at blistering speed.  5768kbps is a pretty astonishing rate to get such a large quantity of data delivered.  If my calculations are correct, you could exhaust your data cap in just 57.8 hours if you let it run unchecked at full speed.

Apart from TCL Cable, or Vector Fibre, you won't get a better pipe to the internet until ADSL2+ is rolled out.

TelstraClear sent me a newsletter today, saying:  "...don't wait until you're surveyed to give us your feedback.  We want it now!".

Well I couldn't resist that invitation, and let them have it with both barrels, reciting the episode where our TCL Broadband was disconnected 2 months early and left us without any internet connection at our office for 9 business days (13 days total).  I also took the liberty of e-mailing links to the more flagrant examples of bad customer service as posted on Geekzone (I hope that's OK with you Mauricio).

These were some of the threads I e-mailed links to:

Multitude of Customer Service and Technical Issues
TelstraClear really needs to fix their processes
TelstraClear really needs to fix their processes 2
Petition for TelstraClear to change its process
Another TelstraClear Billing Problem
Massive problems dealing with Telstraclear!
Being charged for a returned modem

I followed it up with this suggestion:

...there is a large Technologically-savvy group of users who hang out on a forum called Geekzone.  Some of their comments would make worthwhile reading for your team at TelstraClear.

After all, TCL's April newsletter says:

"Listen.  Improve.  Listen some more - our mantra".

Let's hope they are sincere when they recite cheesy little sayings like that.  On the surface of it, they are soliciting open/frank feedback from users and I sure as hell gave them some today...

So, only time will tell whether anything results from this, but it's worth a shot and let's hope that some of the movers / shakers at TCL (if there are any left), actually get to read some of the postings from concerned people at GZ.

Meanwhile, it's great to hear success stories with happy outcomes like the one Exportgoldman has posted.

Thanks for that! Smile



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Reply # 70397 11-May-2007 17:27
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Exportgoldman, We are in the same situation as you. New Xnet broadband/VFX customers and very happy so far. We were previously with Telstra and have an ongoing problem with them continuing to charge us for a returned modem, so have little time for them. We also had a 6 month wait for service here at our new home, rather than the 3 days we were promised by Telecom, so have little time for them. I know there is the beginning of a recurring theme here, lol, but sheesh, dont ya just get sick and tired of having broken promises and disinterested call centre staff taking your calls from those two.

Our experience with Xnet staff so far, limited I know, has been a blessed relief. What a novel idea it is to employ people with some clues, AND an interest in customer satisfaction. We are up and running and I had my first VoIP call to my daughter in the Nth Island last night - free from worry about the cost!

Thank you for giving Telstra the feedback you gave them Grant.  We are still having no joy with getting them to reverse the modem charge so it appears we will have to unpack everything to hunt for a little piece of paper. They have yet to reply to  our last letter, and a communication via a submitted form at their site, but have managed to send us yet ANOTHER account plus a robot 'courtesy' call to remind us that we owe them bucks. Poor robot will be off work with inflamed ears for a day or two I suspect! lol Bad bad PR skills.

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  Reply # 70450 11-May-2007 22:14
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I am also a very satisfied customer, switchover from dialup to ADSL happened in less than 2 days!

Have you ever tried to find national calling rates on the TNZ web site for a normal land line?  You can get it for the "package" deals, but not for a normal line.  I spent over and hour trying to find it and gave up.  Apparently there is a number you can dial to get the rates, but surely it must be published as well?

XNet and VFX is just great, they even upgrade my modem firmware in the background.  And now I can call my family in South Africa in crystal clear clarity for 10c per minute instead of TNZ's 16c per minute low quality 0161 "service".  Thanks WXC for the great job you do.

You can never have enough Volvos!

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Reply # 70459 12-May-2007 00:18
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Yes Neil, I did a similar search and still couldnt find a table of charges. It was hopeless and frustrating. After a 6 month wait for service from Telecom, I called my daughter for a long awaited catch up the next day and within two days we had our first account with an $11.95 toll charge for the call. Salt in the wound , I can tell ya. All in the past now though, fortunately.

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  Reply # 71078 17-May-2007 21:58
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I've had fantastic service from XNet even though I'm a residential customer.

Just tried downloading patches for BF2 from Recoil got 512KB/sec.

Imagine getting MS updates locally.

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Reply # 71109 18-May-2007 08:31
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VERY happy with Xnet service too - residential customer.

Cheers, Stevo

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