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7 posts

Wannabe Geek

Topic # 22142 18-May-2008 01:23
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Hello all, new here...

I've just signed up for TelstraClear's phone, broadband, and TV package.  After 3 attempts at getting them to install the service...this time they finally got it right..well almost, the tech arrived today.  After plugging everything in, we couldn't get the computer to connect to the net.  The guy realized that Telstra hadn't actually activated it.  Oh well a small matter, easily fixed after spending an hour on the phone...
So I've been having fun with TelstraClear so far, or at least I've spent a lot of time on the phone to them.  That said...

The Installation:
I noticed the tech guy only install one main feed into the house...which now has two duel splitters.  Something I've never seen a installation guy do (I've been living in Canada, and the Sates for the last few years).  I've always been told that every time you split the cable, you loose signal strength.  In fact all my installations in North America (I lived in a few places while I was there), I had 1 feed for the internet...and another for the TV.  No splitters involved.
Also I was trying to get the guy to route a cable upstairs, as I want to put a TV up there.  However he just suggested that I run a cable up there...I can't find anywhere in the paperwork if they are required to route the cable to different rooms if you want it?  I just know in the states you get 4-7 during in an installation.  I didn't push it, as really I probably won't end up with a TV up there.  The option is always nice though.

My signal strength to the Cable box (I'm not a tech guy, so I'm just going from what the box says) is at about 41-48%, from my experiance in NA most of the time they are not happy unless it's at 80++  Does anyone know if this is normal as well?  The picture seems fine, a bit choppy at times...but alright.

Finally the internet itself is way slower than I was expecting.  I decided to run a few speedtests (yes I know, it's not the most accurate way to do things...)  however I'm getting an average of 700kbs.  I've signed up for the 10G 4mbps/2mbps service...i know I won't get that sort of speed...but I have to admit I was expecting it to be a bit faster.

I thought I would ask here before calling TelstraClear, because I'm fed up with talking to them.  I do feel better after having a bit of a moan about it, so thank you!

Does any/all of that sound normal?  I could just be expecting too much, as I say I'm just going off what I'm use to in North America.

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Uber Geek
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  Reply # 131545 18-May-2008 02:44
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The install sounds pretty normal, they only run a single coax and two pair of copper to the POP box on the side of your house, then run as many feeds as necessary from a splitter from that point.

What I suggest to most people is if they want to have more than one outlet for TV they order a second/third/etc decoder which means that the installer needs to install as many outlets for TV in the places where you want it.  This assumes that you are not being locked into a 24 month term, so just after the install you then go and cancel the decoders you don't want and then move the decoder as required.  Unfourtunatly TCL don't offer a "second outlet" style install without getting another decoder which is a HUGE pain imho.

The picture quality on TCL is just as poor as it is on Sky (however could be better on 1/2/3 if they gave you a better box that had component out!!!) due to Sky compressing the .... out of their picture TCL take their Sky feeds straight off the satellite so there isn't much that can be done on the poor PQ side I have to say (apart from swaping out the box for a better one ;).

The internet sounds very slow to me, most probably the have incorrectly provisioned you on the network, this will mean another 30-60 min wait on the phone to get through to a tech if you want to ring them on sunday, the earlier the better I say, where you query if your modem has been provisioned correctly (sounds like you are still have a 1mb speed cap).  It's quite common to have this as there billing system is in no way connected with their DOCSIS cable modem provisioning system.  There is a topic in this forum where at least 7 or 8 people posted that they had upgraded their plans but the speed had not been upgraded.  Can't find it atm, but be assured you will have this problem as well.

Asides from that I find TCL great, as long as you don't need to ring up the tech support, the internet is fast and low latency which is perfect for VoIP, the TV allows me to run a non-TCL supplied STB which works as a PVR which the wife loves, using non-TCL supplied equipment against the TCL network is against their T&C's, but as long as you don't do anything to affect their network they don't come and hunt you down.  If you do need support I suggest earlier in the morning during week days is the best time to get straight through to someone that can help.

7 posts

Wannabe Geek

  Reply # 131567 18-May-2008 10:43
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Thanks for the reply, I think I've just gotten use to the American style of customer cable service. 
I'll get on to them about the internet, I'm surpprised they haven't gotten in trouble for that!  Sounds like they have a fair few flaws in their CS system.

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