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33 posts

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# 18892 28-Jan-2008 16:40
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Thought I'd create a new thread to make the message as clear as possible!

I upgraded from the 4Mbps to the 10Mbps plan a couple of weeks ago. Since then, I'd never had a speed test report more than 3.5Mbps. After reading this thread about torrents I figured I'd ring TCL and get them to check; sure enough, things were still set to 4Mbps. They fixed it there and then, and now I get over 9Mbps.

Great, but I shouldn't have to ring up again to get this done. As sbiddle observed, how many people are being ripped off because of incorrectly provisioned modems? We're used to the idea that consumer internet speeds aren't guaranteed to be what's advertised 100% of the time (thanks Xtra) - which is why it took me two weeks to ring up - but I wonder how many people just figure "that's what you get"?

Anyway, in short - it's worth the call.

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Amanzi
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  # 107218 28-Jan-2008 18:02
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I had the same issue a while back when I upgraded to the 10mbps plan. I waited a week or two before finally calling support and as the previous poster found, my modem had not been upgraded properly either.

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  # 107219 28-Jan-2008 18:16
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lyall:
We're used to the idea that consumer internet speeds aren't guaranteed to be what's advertised 100% of the time (thanks Xtra) - which is why it took me two weeks to ring up - but I wonder how many people just figure "that's what you get"?


Why bring Xtra into this other than for the purposes of distracting us from the real message? Telstraclear are just as guilty by your logic as they've had issues as well.




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  # 107224 28-Jan-2008 18:27
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cokemaster:
Why bring Xtra into this other than for the purposes of distracting us from the real message? Telstraclear are just as guilty by your logic as they've had issues as well.

Hell, I ain't trying to distract nobody from nothin. It was a parenthetical comment, hence the parentheses :-)

My point was that NZers are conditioned to expect slower speeds than it says on the box. It'd be hard to argue that Xtra aren't the country's biggest purveyors of slower-than-advertised internet connections.

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  # 107226 28-Jan-2008 18:40
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Again, this is not about Xtra but rather TCL's potential provisioning issues.

In regard to the comments about potential false advertising, by that standard all internet providers (even TCL *gasp*) are guilty of this. Some  Xtra connections can actually be quite fast, which leads to more 'as fast as your line can allow' situation. Hardly misleading. But, this is best discussed in another thread.




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  # 107228 28-Jan-2008 18:44
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Hey Cokemaster - let's keep this on-topic. I'm interested to hear if anyone else has experienced the same fault. 

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# 107230 28-Jan-2008 18:47
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Thats why I asked for the Xtra bashing to be moved to another thread....




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  # 107231 28-Jan-2008 18:51
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I have also changed from 4Mbps/10Gb to 10Mbps/20Gb and my download speeds have not changed, Im on the phone now in the waiting line. tick. tick.. tick...

 
 
 
 


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  # 107287 28-Jan-2008 22:33
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Turns out they forgot to change my settings to 10Mbps aswell



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  # 107289 28-Jan-2008 22:36
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Sheesh. Hopefully a few more people will see this thread and do the same. Good on you for calling.

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  # 107319 29-Jan-2008 01:55
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'incorrectly provisioned' should be their new catch phrase.

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  # 107424 29-Jan-2008 16:47
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I had the same issue when I went from the 1GB to the 10GB $49.95 plan when I got an Xnet/Vfx Voip phone line and dumped my TelstraClear land line. My download speed was still throttled at 2 Mbps instead of being upgraded to 4 Mbps. After a phone call the Help Desk cheerfully sorted it out - by unticking the throttle option which had been forgotten at the time I upgraded.

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  # 107439 29-Jan-2008 20:03
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This sounds like an identity management issue :P





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  # 107757 31-Jan-2008 12:13
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This has happened to me twice, when going from 2Mbps to 4Mbps and also when going from 4Mbps to 10Mpbs.  Had to ring up both times to get it sorted.

Shame beacause over the years TCL have been good otherwise, but this kind of thing really makes me wonder if they have some unwritten policies going on.

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  # 109759 10-Feb-2008 21:44
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Have they ever done it correctly?

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  # 110013 11-Feb-2008 23:57
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Interesting. I've always been on 10mbs. Do you think it might be worth my while calling to get them to double check that I've been correctly provisioned?

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