TelstraClear Plan Usage Meter Woes

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tieke

617 posts

Ultimate Geek

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#1175122 13-Nov-2014 12:27

Here's the image of my usage meter for the affected time

As you can see, there is no usage shown in the previous days to the spike (in fact the previous weeks in my case), before the data is added on at 3am. From the comments in this thread it sounds like 3am is when the usage meter resets, which is why you are showing usage then even though your laptop is off - it's just catching up on all the previous data usage.

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Stix

81 posts

Master Geek

#1175143 13-Nov-2014 12:50

I sympathise Kngsje - There is a certainly a real issue here with the VF metering as I said in my previous post. I raised it again when speaking to VF Tech Support on Monday. The guy was helpful but said they do not know of any problems with metering. I advised it was an ongoing problem for some users, and suspected must be a problem with their SUN Java server that manages this for VF, with delayed data dumping in on random days etc. I also have doubts re the metering accuracy at times here as well, not confidence inspiring! VF has so many inherited disparate fixed services Telco/ISP platforms that have not been integrated into one customer management solution; from TCL, IHUG, Paradise etc.

I am wondering if the metering issue is mainly effecting those on the old TCL cable network like myself??

VF need to throw some $$ at it to sort it. I recommended the Tech raise this issue with his Team leader/Mgr as it needs some real focus, not holding my breath for a quick fix here though.

I guess the options here are to change ISP as some people have, or go to unlimited with VF.

Also agree the wait times and service support is now woeful with VF call centres, again disparate IT plaforms and not enough staff, they know it from what i can see.

Another 5 cents from me - Best of luck with your overage issue....

StimpsonJCat

17 posts

Geek

#1175516 13-Nov-2014 22:40

Given how many other telcos just get it right and up to the minute, you'd think they'd sort this out. I've never had any lag for example on my mobile plan meterage. AND it is updated almost instantly

I think it is a total rort that they aggregate and apply lump sums to catch up days later. After a certain time if they haven't logged it then it should disappear. Not because I don't want to pay for it, but rather that certain decisions over usage are made relying on the the meter. And the sting is fairly large usually.

And of course the customer support is fairly useless. Does anyone really have time to suit around in a queue for ages and then have to try very hard to explain the problem to first level?

I'd also have to say I never heard anything back after my initial query...

Switching isn't a realistic option, as the alternates in my area are worse performing as far as I can see from truenet reports...

Sideface

8436 posts

Uber Geek

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Lifetime subscriber

#1175524 13-Nov-2014 22:58

Stix: ... I am wondering if the metering issue is mainly effecting those on the old TCL cable network like myself?? ....

I have been on the old TCL (now Vodafone) HSC cable network (in Wellington) for 2 years, and have never experienced any of the metering issues that are being discussed.
I'm on 50/2Mbps unlimited, but I still like to know what my usage is.
On review of my stats over the past 6 months, I have had no "zero usage" days or "catch up spikes".

Sideface

kngjse

18 posts

Geek
Inactive user

#1175632 14-Nov-2014 09:02

@Stix

Thanks. I think if they didn't have such a long wait time for people to get through, there would probably be more people complaining and the issue would be more well known. As someone who has experience working as a manager within a call centre, I'd be interested to know what it's actually like there (e.g. waiting times, staff call stats, etc).

In regards to my post about the overage issue, I had the technical support guy call me back yesterday and leave a message. He said that his manager has agreed to transferring me over to an unlimited plan for the past 2 months and paying that price instead of all the additional data packs which is great. So I called back (waited 2 hours!) and opted for this. Apparently we were on an old 80gb plan anyway and were being charged $94 per month and our new unlimited plan is only $95 per month so no real difference for us in terms of cost. I guess I'll have to wait and see what the speed, latency, etc, is like when we are switched over.

I'm glad everything is finally sorted and the majority of Vodafone staff are really quite helpful once you get through to someone but it just takes so damn long to get through and annoys me when they always have to transfer the call.

Stix

81 posts

Master Geek

#1175674 14-Nov-2014 10:25

Kngjse
Good stuff that they put you on backdated unlimited plan, I fully agree that most of the staff a good and try to help.
I think VF is really under the pump from the fixed ISP and mobile competition from 2D and Spark/Skinny, add the integration of TCL, their overstretched backbone and international data network/s, meaning the old VF company culture and staff satisfaction will be suffering. The pressure on the NZ business to perform, from their UK masters will be also be high; major resource challenges for them with redundancies and platform issues, seperate mobile and fixed teams etc = recipe for big probs?!

There is no effective online self service for ex TCL/Legacy fixed services, so I think we all groan when we have an issue that needs a call into customer services or tech support, and many of us give up, or put up with the problems rather than email or sit in the very long phone queue. I sympathise with the front line staff, some investment in staff and systems really needs to occur soon. The only way this will get "fast fix" is if churn numbers escalate and the bad service and other issues gets out into the market!

StimpsonJCat

17 posts

Geek

#1176671 16-Nov-2014 10:53

I have been on the old TCL (now Vodafone) HSC cable network (in Wellington) for 2 years, and have never experienced any of the metering issues that are being discussed.
I'm on 50/2Mbps unlimited, but I still like to know what my usage is.
On review of my stats over the past 6 months, I have had no "zero usage" days or "catch up spikes".

Which in a way is more worrying, as it seems only certain people have the problem. I can't say I've noticed before either way over the past 6-8 years being a TCL/VF cable customer, as it's only now that my usage pattern is changing. That's why I'd like a more robust, accurate system, that I can trust.

tegraman

10 posts

Wannabe Geek

#1176810 16-Nov-2014 16:03

I had a very similar situation - zero usage on the meter for 10 days, then 9.8GB on the very first day of the next billing cycle - on a 10GB plan!

I spent a very frustrating half hour on the phone with them trying to get them to understand that there was a problem, which they kept on trying to deny.
With the VF person saying this was an "isolated problem" earlier in this thread, It looks like VF are in denial about this.

Ironclad

28 posts

Geek

#1176910 16-Nov-2014 17:41

This is not an isolated thing, i had a days worth of data be applied a day late and that was on a new billing cycle, after eventually getting thought to someone i was offered an extra Gb on that billing cycle, i said no put the data in the correct billing cycle.
I was told it could not be done and all they could do is offer me some data for that month, no mention of fixing the problem and the hassle of telling them it is a problem makes this very annoying and the service seems to be getting worse.

Stix

81 posts

Master Geek

#1177119 17-Nov-2014 08:23

With the feedback going on here, data metering inaccuracy can surely be seen to not be an isolated problem , and we are just a tiny sample of customers. I am sure many folk will not even check metering, just trust and pay the monthly bill.

The "trust factor" in the Sun Java metering system is the key to all this, without reliability data overage charging and ability to plan use is impacted here. Accuracy of billing is paramount and a consumer legislation issue I think.

Come on VF wake up and sort your TCL systems!!

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