[TelstraClear] TelstraClear Cable Issues - $10 credits being issued

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sbiddle

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#17675 6-Dec-2007 17:15

In the mail today I received a letter from TCL

Over the last twelve months there has been a huge increase in the number of customers subscribing to the TelstraClear InHome broadband service.

Unfortunatey this growth is currently resulting in speeds for some customers on our 10Mbps plans being less than expected, particularly at peak times.

We are working on installing new equipment to address the current situation but this will not be resolved in full until early next year.

To make up for this situation we have decided to automatically credit your account with $10 each month until the new equipment is installed. This credit will take place from your next billing cycle. Throughout this period you will to continute to get the same amount of usage included with your plan and your email will be unaffected.

We appreciate your patience and apologise for any inconvenience caused.

Kind regards

Steve Jackson
HEAD OF CUNSUMER MARKETS

I think TCL deserve some credit for this. It's been very obvious from the posts on here that they have had issues and are working on resolving them. To offer a credit is good but I would prefer to have my internet fixed however! :-)

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#98605 6-Dec-2007 18:05

Not bad I guess, hope we get something like that. But also, would really love the Internet to just work when you want it to!

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sbiddle

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#98630 6-Dec-2007 20:09

I'm personally not noticing huge speed issues in the evening performing speed tests (even in the evening). What I am noticing however is increased packet loss which is causing quality issues at times using my VoIP providers - VFX in NZ and Faktortel in Aussie. These issues didn't ever occur before so are obviously a result of their overloaded CMTS's.

googdot

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#98692 7-Dec-2007 08:09

Does anyone know if all 10Mbps customers will get the credit? Or do we have to call in to state we are experiencing problems?

I'm in Wgtn central - my cable modem has dropped off 4 times already this morning...

BarTender

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#98699 7-Dec-2007 09:10

googdot: Does anyone know if all 10Mbps customers will get the credit? Or do we have to call in to state we are experiencing problems?

I'm in Wgtn central - my cable modem has dropped off 4 times already this morning...

Not sure, I think the main aim is to continue to complain about the bad service, ring up during the day as calling the helpdesk in the evening is a waste of time, then ask to be put through to the complaints department, leave a message and wait a few days to get called back.

My internet has slightly improved over the last week, however if I have to reboot the Cable modem it still can take up to 3-4 hours to come back online.

sbiddle

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#98703 7-Dec-2007 09:43

The significant issues are only affecting some nodes. As CMTS's handle multiple nodes only some are being overloaded while others are coping fine. I'm not experiencing any issues at home other than at peak times in the evening, but if you're on an overloaded node or CMTS you're suffering from major issues and huge time frames for reconnection. If I was suffering those sorts of issues I'd be wanting more than $10 compensation..

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#98710 7-Dec-2007 10:02

I already got a credit on last months internet connection. And if I have more than 3 outages this month lasting longer than 10 mins for a cable modem reboot I will be ringing the person in Auckland I spoke with last time for another credit, only had one so far....

geekiegeek

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#98817 7-Dec-2007 20:18

I got my letter today and its for $20 per month untill the issue is resolved! Maybe its more because I am on the 40GB plan??

Anyway - Thanks TCL, great work! I think other telco's could learn from this example.

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gchiu

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#98826 7-Dec-2007 22:17

Mine is $20/month as well.

What's annoying me is the loss of internet about 3:45 pm over the last couple of days. Must be the schoolkids coming home and overloading the network ...

amanzi

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#98830 7-Dec-2007 23:22

Just got my letter too - $20 per month. I'm on the 40GB plan.

Nice one Telstra!

Matt1

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#98834 7-Dec-2007 23:46

sbiddle: ...but if you're on an overloaded node or CMTS you're suffering from major issues and huge time frames for reconnection. If I was suffering those sorts of issues I'd be wanting more than $10 compensation..

I have suffered such problems and now, two months later, they seem to be finally fixed. But because you're 10Mbps customers you get refunds - what about the rest of us on 4Mbit? Is the refund only a recognition that you guys can't achieve full speed, but that's worse than 'no speed' for large chunks of the day like me because you're disconnected? I sent TelstraClear a letter to complain over two weeks ago now and still have no reply, no response and certainly no refund! It's really very irritating.

gchiu

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#98851 8-Dec-2007 08:54

Keep complaining ...

sneeble

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#100803 19-Dec-2007 09:27

We have been having this problem for a good 2 years, 11 am every Monday without fail the modem loses connnection and every day between 3:30 and 4:00 pm we lose a significant amount of speed. Occasionally we both give up working for the day as the connection is intermittent and mediocre at best. Admittedly it has been better recently but it is still an ongoing issue. BTW we got a letter for $20 credit.

lizparker

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#100970 20-Dec-2007 08:28

My modem's been losing it's connection in the evenings for months now. Yesterday however, I couldn't get on at all. Looks like today is going to be another no internet day as well...

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#101002 20-Dec-2007 11:52

lizparker: My modem's been losing it's connection in the evenings for months now. Yesterday however, I couldn't get on at all. Looks like today is going to be another no internet day as well...

Have you removed the power from your cable modem, waited a bit, then re-applied the power?

There was work done yesterday (Wednesday) from 12am to 6am which may have affected your cable modem.
What area do you live in?

Cheers,
Grant

gchiu

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#101010 20-Dec-2007 12:16

I had to get up a couple of times this morning at 4 am to power cycle my cable modem so that I could regain connectivity.
This really sucks.

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