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  Reply # 185470 21-Dec-2008 12:44
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The PPP is terminated at the ISP, there is no easy way for telecom to selectivly slow down international data and not local stuff because of backhaul conjestion. That excuse holds no weight.




Richard rich.ms

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  Reply # 185471 21-Dec-2008 12:56
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richms: People on the same exchange with other ISPs are not having the same problems?

Just for the record: the same exchange does not mean the same DSLAM.  An exchange can have a large number of DSLAMs (depending on the type of DSLAM, between 60 and 2000 subscribers per), each of which will have a discrete backhaul bandwidth.  It is very easy to be connected to "the same exchange" but have completely different performance characteristics, even with the same ISP, as a result of this.

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  Reply # 185474 21-Dec-2008 13:18
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LordBoBCUP: .... seriously who uses ISP email addresses O_O gmail / hotmail are free, offer you god only knows how much space compared to xnets what 10 or is it 100mb .... gmail/hotmail have better UI's and also the ability to link into many other features all with your email account etc and they are not likely to go down due to the huge server farms they sit behind where as xnet are only able to offer 1 or maybe 2 servers for mail - thus you should expect outages as they dont have the infrastructure to support major issues where gmail / hotmail would just remove the server and it would put 0.01 more load on the rest of them .... seriously .... you'd have to be stupid to use an ISP email these days with such better options out there that are dare I say it free.




Sorry, this is hilarious. If your enterprise can't justify an in-house mail server (as many SMEs cannot) then a third party needs to host it for you; that's either going to be an organisation you already have business with (i.e. your ISP) or a third party.
When your ISP sells services (DNS, webhosting, email on custom domain names) and probably hosts those same services on the same box as @xnet.co.nz addresses sit on, it's _not_ unreasonable to expect a 'fair' level of service from your ISP.

I've worked for several ISPs and I for one understand why Xnet customers would be exasperated with current service levels, I too am finding it frustrating. The people complaining have every right to complain, have Xnet offered any compensation yet?

I've been with XNet for a while now and initially, service was excellent. I don't know why it's gone downhill so rapidly over recent months.

Customers have the option of 1) engaging Xnet directly for an official response / compensation, or 2) voting with their feet.

Or possibly 3) Waiting for them to sort out their stuff.




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  Reply # 185488 21-Dec-2008 14:35
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It's not always xnet's fault for some of the outages.  Here's something that I just read about the outages.

At 12.35pm Telecom had a fault in their Mayoral Drive Datacenter in Auckland that affected our Internet service. The problem was resolved at 12.45pm, and the cause is currently being investigated by Telecom.  
__________________________________

Unfortunately at 12.45pm, we lost our Core Switching Fabric - this required a full restart of both core switches. Outage duration was approximately 30mins, and service was restored at around 1.15pm.
__________________________________

Finally, at approximately 4.15pm we lost the core switching fabric once again, Operations worked quickly to restore services within 15 minutes. 

 

We suspect that the Switch outages were caused by environmental factors (temperature) and have some extra cooling resources being installed today.  We have ordered some replacement hardware that is currently en-route from the USA - we expect this to arrive on Friday.



Regarding the speed that people are complaining about (I'm still getting over 7Mbs internationally), I still stand behind my original comment that it's not affecting everyone. Just some people possibly in over subscribed areas. I don't know and don't really care (I'm selfish like that) 
So there's a reason for the thread opener (at least about the recent outages)
It would be good that the reason was put on the xnet page to keep the customers that actually want to know the reason for the problem. Some people don't care about the cause/reason, they just want it to be fixed.

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  Reply # 185518 21-Dec-2008 18:23
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What, Telecom the wholesaler suspects not enough cooling in their equipment?  Unbelievable that they do not even know if it is a cooling issue.  It is really not hard to check that!  Would not be surprised if (some people's) slow international speed has something to do with under rated Telecom equipment.  As someone said, being in the same exchange with another ISP can mean you are plugged into different (quality) equipment in that exchange.

It will take 5 days to get the equipment, unacceptable.  They must have backup equipment ready in every service vehicle for quick repairs.  (Being sarcastic, referring to recent e-mail outage, not intended to get personal but rather to point out how silly we all can get about things that actually does not matter.)




You can never have enough Volvos!


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  Reply # 185521 21-Dec-2008 18:43
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Niel: What, Telecom the wholesaler suspects not enough cooling in their equipment?  Unbelievable that they do not even know if it is a cooling issue.  It is really not hard to check that!  Would not be surprised if (some people's) slow international speed has something to do with under rated Telecom equipment.  As someone said, being in the same exchange with another ISP can mean you are plugged into different (quality) equipment in that exchange.

It will take 5 days to get the equipment, unacceptable.  They must have backup equipment ready in every service vehicle for quick repairs.  (Being sarcastic, referring to recent e-mail outage, not intended to get personal but rather to point out how silly we all can get about things that actually does not matter.)

 

Since you appear to be the worlds leading expert on how to run a Telco, I'll expect you'll be on the phone to HR at Telecom tomorrow morning asking them for a job so you can show them how to do right?


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  Reply # 185525 21-Dec-2008 19:22
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lonney:
Niel: What, Telecom the wholesaler suspects not enough cooling in their equipment?  Unbelievable that they do not even know if it is a cooling issue.  It is really not hard to check that!  Would not be surprised if (some people's) slow international speed has something to do with under rated Telecom equipment.  As someone said, being in the same exchange with another ISP can mean you are plugged into different (quality) equipment in that exchange.

It will take 5 days to get the equipment, unacceptable.  They must have backup equipment ready in every service vehicle for quick repairs.  (Being sarcastic, referring to recent e-mail outage, not intended to get personal but rather to point out how silly we all can get about things that actually does not matter.)

 

Since you appear to be the worlds leading expert on how to run a Telco, I'll expect you'll be on the phone to HR at Telecom tomorrow morning asking them for a job so you can show them how to do right?



As stated, I was being sarcastic to show how silly people can get over internet "issues".  It happens to small ISPs like XNet as well as big guys like Telecom Wholesale.




You can never have enough Volvos!


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  Reply # 185530 21-Dec-2008 20:05
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Niel: What, Telecom the wholesaler suspects not enough cooling in their equipment?  Unbelievable that they do not even know if it is a cooling issue.  It is really not hard to check that!  Would not be surprised if (some people's) slow international speed has something to do with under rated Telecom equipment.  As someone said, being in the same exchange with another ISP can mean you are plugged into different (quality) equipment in that exchange.

Those are not Telecom outage comments - I assume they refer to another organisation (presumably Xnet) and their cooling/equipment issues.

Congestion in the Telecom network would result in all traffic being slow for a given DSLAM, not just international.

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Master Geek


  Reply # 185590 22-Dec-2008 04:04

For all those with complaints of outages, disurupted email, slow peak time speeds etc etc.

Refer to Terms  4,6 & 21

"From Xnets T&C....

Our Commitment of Service to You

4. Once you are connected to our Network we aim to provide you with consistently reliable and
good quality service. We do not guarantee that the service we provide will be perfect. When
your connection is disrupted we will do our best to reinstate our service to you as soon as we
can.
 6. We will supply the service to you in whatever way we think is appropriate. We can choose the

carriers and suppliers used to provide our services and we can change the carriers or suppliers

at our discretion.              
 21. Subject as above we make no representation and give no assurance, condition or warranty
of any kind to you in relation to the goods or services that we provide to you and we accept no
liability for any direct or
indirect or consequential loss or damage of any kind arising out of or attributable to any breach by
us of any warranties, conditions or obligations under this contract or negligence or otherwise.

8.c) Notify us immediately if you dispute any charges, give us full details of the reason you are
disputing the charges and evidence of the grounds for your dispute. We will not recognize
any claim if you do not notify us of any disputed charges within 60 days of the date on which
the account in dispute was sent to you. We will look into any claim which is made within the
appropriate timeframe and you will comply with our good faith decision on the claim. You must
pay the undisputed charges by the due date for payment"

All 'Xnetters' have signed it, and therefore, accepted those terms. All service related complaints
are otherwise arbitrary. Xnet have agreed to provide a less than perfect service, and we have
agreed to pay what some have said "peanuts" for said service, (I dont know what 'cuzzie bro' prices
the peanut sayers are paying, but I pay $69.95 before a single Kb crosses my ethernet.
To me, that's alot of peanuts for a "We'll try our best but no guarantee's" agreement.).

As annoying and inconvenient the outages maybe. I'm sure Xnet aren't doing it just to make the
Geekzone most whined about ISP title.
Whether we like it or not. Xnet are holding up their end of the agreement. If, however, you
have any disputes with the service you receive, refer to 8.c
 

Cheers  ;-)

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  Reply # 185591 22-Dec-2008 05:17
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Finally someone with common sense!

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  Reply # 185602 22-Dec-2008 07:55
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$70 is peanuts if you consider if you are not on nDSL you would pay around $45 for the line and $30 for a slow ADSL plan.  Instead you are paying $70 for a phone with lots of add-on features plus FS/FS ADSL.

Thanks for posting the T&C, hope that ends these threads.




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  Reply # 185603 22-Dec-2008 08:02
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lonney: Finally someone with common sense!


yes and hopefully WxC will use some comon sense too and

a] learn some lessions from these issues which are clearly a management responsibility

b] at a minimum send something via email to their customers assuring us they still value us as customers

WxC have the opertunity like many do on fairgo to turn a bad PR situation into a good one

 



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  Reply # 185626 22-Dec-2008 09:34
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xlinknz:
lonney: Finally someone with common sense!


yes and hopefully WxC will use some comon sense too and

a] learn some lessions from these issues which are clearly a management responsibility

b] at a minimum send something via email to their customers assuring us they still value us as customers

WxC have the opertunity like many do on fairgo to turn a bad PR situation into a good one

?




What he said.
You can quote T&C until you're blue in the face but it doesn't remove the moral responsibility XNet have to their customers, nor the PR aspects of being communicative and reasonable in their handling of obvious customer dissatisfaction.
Everyone knows that ISPs aren't perfect and that things go wrong from time to time. What makes a customer loyal to an ISP is the way that the ISP handles those imperfections.




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  Reply # 185628 22-Dec-2008 09:44
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Niel: $70 is peanuts if you consider if you are not on nDSL you would pay around $45 for the line and $30 for a slow ADSL plan. Instead you are paying $70 for a phone with lots of add-on features plus FS/FS ADSL.

Thanks for posting the T&C, hope that ends these threads.


Actually, it's not really Peanuts now....  There are other very comparable plans out there, with Vodafone ($90 for 20Gb),  Slingshot's "Next Big Thing", etc....

I think people are whingeing, because really, if you compare price you pay and "value you get", Xnet has gone from top of the pile to near the bottom of the heap.... In terms of performance, customer service, data......    Not surprising people are complaining then....

Saying that then....  Just CHANGE, why not???

57 posts

Master Geek


  Reply # 185636 22-Dec-2008 10:27

Niel: $70 is peanuts if you consider if you are not on nDSL you would pay around $45 for the line and $30 for a slow ADSL plan.  Instead you are paying $70 for a phone with lots of add-on features plus FS/FS ADSL.

Thanks for posting the T&C, hope that ends these threads.


I am quite prepared to pay $70.00 for FS/FS. However. Xnet's failure to deliver a consistent FS/FS leaves a taste of sour peanuts in my mouth. I would think the outlay of $70 would go some ways to ensuring I get FS/FS. I also think there is a general consensus that FS/FS is more of a marketing gimmic rather
than a reflection of real world performance at the moment.

That said. I am generally happy with my time at Xnet and will stick with. Hopefully Xnet justifies my decision to stay.


Cheers ;-)

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