The TelstraClear website has a "Service Status" page. It reports some issues (eg: there's a usage meter issue reported currently) - but too often, it shows a status of GREEN when there's obviously problems within the TCL network, affecting multiple users.
If TCL announce call centre delays due to "high call volumes" and customers such as ourselves all experience internet performance issues on the same day, then it's pretty clear there's a problem. TCL should not misrepresent the network status as GREEN when the environment has problems. It's either misrepresentation or poor communication.
Yep there customer support is very lacking always has been always will be. Its either wait over an hour and then speak to someone that cant understand english and that "might" be able to fix the problem(only 1 guy has ever fixed the problem we get regulary) or sit it out and hope that the network fixes itself.
I started this thread in March 2008, after noticing that known TCL problems or outages were consistently not being listed on the TCL service status page, even when many customers were affected. As a result, customers would all ring the TCL call centers for updates and then complain about lengthy delays and bad service.
Today on STUFF, there's an article about a TCL email outage this morning, which was known, but not reported to customers via the Service Status page. The response from TCL was:
"Mr Bowering acknowledged then that it had not notified customers through its online service status page and apologised, saying it was reviewing its internal systems for notifying customers of faults."
WellingtonBoy: I started this thread in March 2008, after noticing that known TCL problems or outages were consistently not being listed on the TCL service status page, even when many customers were affected. As a result, customers would all ring the TCL call centers for updates and then complain about lengthy delays and bad service.
Today on STUFF, there's an article about a TCL email outage this morning, which was known, but not reported to customers via the Service Status page. The response from TCL was:
"Mr Bowering acknowledged then that it had not notified customers through its online service status page and apologised, saying it was reviewing its internal systems for notifying customers of faults."
This sounds promising.
There is no real excuse for not updating your status page if you use one. It takes one person 5 minutes to do, and can possibly save hundreds of dollars in 0800 support incoming phone calls
That quote was from an issue we had over Easter and there was a delay in updating the service status pages. There are new systems in place. The story on Stuff isn't accurate.
This is what we sent to the DomPost:
The problem occurred at 8:45am and full service was restored at 9:38am, after each of the servers was re-booted and tested. No customers lost any emails (either sent or received) and the delay in sending emails was short. Not all customers would have experienced the issue, nor all the time, depending on what server they were connected to at the time of their email send/receive.
We had messaging about this issue on our customer service phone lines soon after it occurred (this is generally the first place our customers go for information). Our service status pages (both Paradise and Clearnet email pages) were updated at 9.15am and again at 10.15am. The message has now been removed as it has been resolved.
We consider that 30 minutes to identify the problem, make technical confirmation of customer impact, record and update customer service phone lines, access and edit the web status pages, confirm content and publish to the active server is reasonable. However, we are always investigating systems improvements to reduce times and provide our customers with accurate, rapid, reliable and useful information.
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