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freitasm
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#90554 10-Oct-2007 21:30
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Fraktul: I think the point is that Mav and his team have chosen to utilize this forum to respond to user queries in the past and for whatever reason on this issue have not chosen to respond at all. To some extent this is a problem of their own making since they have set user expectations accordingly.

While responding on these forums might not be a typical support channel for most ISPs WxC have chosen to take this approach, and kudos to them for doing so. By the same token you can hardly criticizes people for now wanting responses to issues via this channel now however :)

Also to be fair Xnet do a we bit of plugging of their service on here so again their should be a bit of quid pro quo :)

In their defense Xnet have been pretty prompt in responding to users in the past on these forums. Maybe Mav is still over at Bathurst? Wink


Although this is a fair comment, people should not consider this the first point of support. The reason for this is because there are no processes in place to follow up on faults, measure quality, communicate directly, etc.

This is one of the reasons I think the bigger players such as Vodafone and Telecom are afraid of getting into a more official position in the forums.





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exportgoldman
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#90570 11-Oct-2007 00:43
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Well it looks like things have improved. My work connection in Ponsonby was steady at 4.5MBits all of today which was a relief because I had a few GB of ISO setup CD's to download from IBM and my work connection is sitting at 2.5MBits tonight when I finally got home from the pub (It's always been a problem connection...)

Much improved results from only 24 hours ago as I was getting 1/10 of these speeds on both connections yesterday.





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  #90575 11-Oct-2007 06:33
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Mine was worse last night than the night before.



Fraktul
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  #90617 11-Oct-2007 11:10
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freitasm:
Fraktul: I think the point is that Mav and his team have chosen to utilize this forum to respond to user queries in the past and for whatever reason on this issue have not chosen to respond at all. To some extent this is a problem of their own making since they have set user expectations accordingly.

While responding on these forums might not be a typical support channel for most ISPs WxC have chosen to take this approach, and kudos to them for doing so. By the same token you can hardly criticizes people for now wanting responses to issues via this channel now however :)

Also to be fair Xnet do a we bit of plugging of their service on here so again their should be a bit of quid pro quo :)

In their defense Xnet have been pretty prompt in responding to users in the past on these forums. Maybe Mav is still over at Bathurst? Wink


Although this is a fair comment, people should not consider this the first point of support. The reason for this is because there are no processes in place to follow up on faults, measure quality, communicate directly, etc.

This is one of the reasons I think the bigger players such as Vodafone and Telecom are afraid of getting into a more official position in the forums.



Definitely, you should always log your faults, get a fault number and name of the person you spoke with to ensure your fault is on record and can be dealt with in the most effective manner.

I should have perhaps used the term "information distribution" instead of "support".

chris021
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  #91405 17-Oct-2007 19:24
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anyone else still affected??

Detruire
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  #91407 17-Oct-2007 19:34
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Yes




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coffeebaron
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  #91411 17-Oct-2007 19:48
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Week 8, and yes still having problems. WxC have said by end of this week though, so here is hoping!


Speed test statistics
---------------------
Download speed: 484032 bps
Upload speed: 557696 bps
Quality of service: 35 %
Download test type: socket
Upload test type: socket
Maximum download pause: 573 ms
Average download pause: 27 ms
Minimum round trip time to server: 75 ms
Average round trip time to server: 186 ms





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Detruire
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  #91413 17-Oct-2007 19:51
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It's definitely been better this week (up to 300kBps internationally!)
But it's still poor compared to national though.




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MikeGayner
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  #91417 17-Oct-2007 20:43
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Also still having problems.

Week 8, and yes still having problems. WxC have said by end of this week though


Well it was going to be by the end of last week too, so I dont know what to do.



It's actually slightly better this week - although still totally unacceptable.

cokemaster
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  #91420 17-Oct-2007 20:49
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What I find strange is how quiet this is compared to other ISP's issues.....




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MikeGayner
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  #91424 17-Oct-2007 22:26
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I think people are generally patient with XNet because XNet has treated customers so well in the past. However, if XNet dont fix this issue in a timely fashion, they will lose their excellent reputation. I dont want to see that happen, and I doubt any XNet ISP's really want to change ISP, so I hope XNet can solve this issue sooner rather than later.

wmoore
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  #91444 18-Oct-2007 00:24
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This was mine at 12.25am


This is the best it has been.




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Detruire
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  #91538 18-Oct-2007 16:14
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Full speed late at night? Normal!
It's peak times that are the problem.


As for patient? I'm only patient because the CSR I got either denies there is a problem, doesn't reply to my emails, and I wasn't home when they were called.




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chris021
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  #91539 18-Oct-2007 16:20
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Mines fine at 4:21pm domestically


And ok over the ditch 4:23pm

Lets see how it fairs later in the evening. Maybe its been fixed?

chris021
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  #91540 18-Oct-2007 16:26
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even to the USA is ok


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