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8027 posts

Uber Geek
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  Reply # 185646 22-Dec-2008 11:03
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Comment Sense Summary

#1:  Don't rely an ISP provided email address, it restricts your ability to change provider and does not look professional.  A domain is like $30 per year and commodity webspace/hosting is as little as $10 per month.  Standard hosting usually includes email mailboxes, pop, smtp, imap, webmail, forwarding, auto responders, anti spam, mailing lists.

#2:  Don't stay with a provider that is not delivering a consistent and reliable service.  Xnet's record over the last 12 months is very poor, change now.  If they improve come back later.


1163 posts

Uber Geek


  Reply # 185665 22-Dec-2008 12:15

DrGr33n: 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  ;-)

 

Yes, and that is nothing new, and ALL ISPs have very similar terms.  Their terms still don't stop residential users getting compensation under the CGA, as ISPs can't contract out of the CGA. It also doesn't stop ISPs offering compensation, like Telecom have in the past, even though legally they didn't have to, as their terms would be very similar to Xnets. However telecom offered compensation for their email issues for cusomter goodwill. I haven't seen Xnet offering any goodwill or Xmas spirit to their cusomters, or much in the way of communication at all explaining WHY the issues are occuring. That is all I want to know, what are the issues and why have their ocurred, so I know if they are likely ro reoccur. It is really ther lack of communcation that is the problem. It woul only take 1/2 an hour for them to send out an email to all their clients apologising for the problems, and to reassure cusomters that they are on top of things.


49 posts

Geek


  Reply # 185669 22-Dec-2008 12:29
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all I want to know, what are the issues and why have their ocurred, so I know if they are likely ro reoccur


I'm pretty sure I already did this earlier in the thread. Did you read it? Sure, I don't work for xnet but I thought it prudent to give an answer that some people were looking for.

I'll repeat it huh? This is all I know about the recent outages that I'm pretty sure are what people are complaining about.

As you can see they are working on it and I'd imagine they'll have it resolved for good really soon. I'm happy with that - they've been the best ISP I've ever had - and I've been through many. Can't speak highly enough of their help too.

I'm often having to talk with ISP help desks often and I challenge anyone to get through to Telecom (yahoo) or TelstraClear's Unix guys and resolve their mail issues!!! - I got the best story to explain that, but that's not for here.

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.

 
So, Have a very merry Christmas everyone! Drive crefully and such.

57 posts

Master Geek


  Reply # 185687 22-Dec-2008 14:32

Firstly RobbyP. I would like to apologise. I actually intended to post the T&C blah blah in the "Xnet down" thread. But as I had so many pages opened at the time I inadvertently spammed your post. (it was around 4am and the force wasn't very strong). Secondly. Well there is no secondly. I apololgise. Hope things improve for you....


Cheers :-(



131 posts

Master Geek


Reply # 185691 22-Dec-2008 15:14
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DrGr33n: Firstly RobbyP. I would like to apologise. I actually intended to post the T&C blah blah in the "Xnet down" thread. But as I had so many pages opened at the time I inadvertently spammed your post. (it was around 4am and the force wasn't very strong). Secondly. Well there is no secondly. I apololgise. Hope things improve for you....


Cheers :-(

 

No problem. Have a great Xmas :)


258 posts

Ultimate Geek


  Reply # 185794 23-Dec-2008 11:47
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I have been a silent watcher on this issue for quite some time, but thought I'd now give my own 2c.

I am not writing this to get into an argument, or even get a response. Do, say and think what you like, I'm just noting down my own thoughts.

1. The 'local congestion' line is a complete fallacy, and I simply can not understand why some obviously knowledgable people continue to troll it out. From 5pm until I go to bed I can not stream music from an international site. Forget video. This is not a torrent issue. From 5pm until nigh nighs an international speed test will consistantly be less than 10% of a national one.....this physically can not be a local issue. Give it up.

2. xnet themselves have said the speed issues are an international bandwidth problem, so why do people on this site (and others) continue to try and blame shift when xnet themselves don't even try to??   They didn't buy enough, end of story. SO why people continue to bleat on about infrastructure, T&C's etc etc is beyond me. They know the problem, they choose not to fix it (or can not afford to), so it's over to the users as to what they do about it.

3. The recent exchange problems are symptomatic of the entire business model. This ISP has obviously been running on a bare minimum investment policy, and it's now catching up with them. Overheating equipment? Unacceptable in a business selling a service. Overheating is not 'beyond their control', it is a predictable, preventable event. It occurs when somebody says "we'll probably be ok".

When I tried to raise these concerns with xnet the response was "go find another ISP", so I am doing just that. I will not push the matter, my time is more valuable than that. I suspect more and more will walk, and while this may even help alleviate some of the problems in the short term, it does not correct an inherantly bad business model.

Good luck all, and have a great holiday (if you get one).

49 posts

Geek


  Reply # 185797 23-Dec-2008 11:55
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From 5pm until nigh nighs an international speed test will consistantly be less than 10% of a national one.....this physically can not be a local issue. Give it up.

So if it's international, can you please explain for me (because I'd love to know why) how is it that I get consistently >7Mpbs internationally at any time of the day? From work or from home? 
Am I doing something wrong? If so what because it's obviously working.

49 posts

Geek


  Reply # 185798 23-Dec-2008 11:57
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2. xnet themselves have said the speed issues are an international bandwidth problem, so why do people on this site (and others) continue to try and blame shift when xnet themselves don't even try to??   They didn't buy enough, end of story. SO why people continue to bleat on about infrastructure, T&C's etc etc is beyond me. They know the problem, they choose not to fix it (or can not afford to), so it's over to the users as to what they do about it.

3. The recent exchange problems are symptomatic of the entire business model. This ISP has obviously been running on a bare minimum investment policy, and it's now catching up with them. Overheating equipment? Unacceptable in a business selling a service. Overheating is not 'beyond their control', it is a predictable, preventable event. It occurs when somebody says "we'll probably be ok".

When I tried to raise these concerns with xnet the response was "go find another ISP", so I am doing just that. I will not push the matter, my time is more valuable than that. I suspect more and more will walk, and while this may even help alleviate some of the problems in the short term, it does not correct an inherantly bad business model.

Great post by the way - it's always the silent listeners that respond the best.
Merry Christmas.

8 posts

Wannabe Geek


  Reply # 185800 23-Dec-2008 12:10
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Seeing as xnet have > 1 upstream provider - they may well be routing users etc through different upstream providers where 1 is less congested as the others thus giving faster speeds to some people and not so fast to others as the upstream is more congested. clearly not ideal but seeing as tehy already have a rather dodgy business model this may well be the case.

Note: This may or may not be the case, i'm sure xnet wont say it is or it isn't as ISPs tend to be secretative on how they route packets just an idea to explain why perhaps some people dont have issues where others are unable to stream data.

I notice in mtr that I only ever go via 1 upstream provider internationally to a vast host of sites (including youtube, online radio streaming, intl news websites for online tv streaming of stories etc) so that is what has bought me to such a conclusion. - to make things easier for themselves (doing it individually would be near impossible) they may just route ip address pools via different upstream links thus is you are in a congested pool, or  there are more pools on 1 provider than another (maybe because they are leaving the empty one for new users or somesuch) then you will have a degraded service.

Basically what it boils down to (this ofcourse should be done on routing metrics whcih include cost, latency, jitter, etc not randomly assigning ip address pools to routes) is that xnet needs more intl bw. or they need to adjust the contention ratio as clearly they have more leechers than old people to offset the high use with low use so perhaps they should allocate slightly more to each user and then purchase bw based on that.

85 posts

Master Geek


  Reply # 185803 23-Dec-2008 12:44
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I think xnet's problem is they let the magic smoke out of their internet box.

49 posts

Geek


  Reply # 185805 23-Dec-2008 12:48
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lonney: I think xnet's problem is they let the magic smoke out of their internet box.


Thank you!!! Someone with a good sense of humor. Forget this - I'm getting all my internette* on CD-ROM from now on:

http://vids.myspace.com/index.cfm?fuseaction=vids.individual&videoid=26282491

1163 posts

Uber Geek


  Reply # 185806 23-Dec-2008 12:49

smac: I have been a silent watcher on this issue for quite some time, but thought I'd now give my own 2c.

I am not writing this to get into an argument, or even get a response. Do, say and think what you like, I'm just noting down my own thoughts.

1. The 'local congestion' line is a complete fallacy, and I simply can not understand why some obviously knowledgable people continue to troll it out. From 5pm until I go to bed I can not stream music from an international site. Forget video. This is not a torrent issue. From 5pm until nigh nighs an international speed test will consistantly be less than 10% of a national one.....this physically can not be a local issue. Give it up.

2. xnet themselves have said the speed issues are an international bandwidth problem, so why do people on this site (and others) continue to try and blame shift when xnet themselves don't even try to??   They didn't buy enough, end of story. SO why people continue to bleat on about infrastructure, T&C's etc etc is beyond me. They know the problem, they choose not to fix it (or can not afford to), so it's over to the users as to what they do about it.

3. The recent exchange problems are symptomatic of the entire business model. This ISP has obviously been running on a bare minimum investment policy, and it's now catching up with them. Overheating equipment? Unacceptable in a business selling a service. Overheating is not 'beyond their control', it is a predictable, preventable event. It occurs when somebody says "we'll probably be ok".

When I tried to raise these concerns with xnet the response was "go find another ISP", so I am doing just that. I will not push the matter, my time is more valuable than that. I suspect more and more will walk, and while this may even help alleviate some of the problems in the short term, it does not correct an inherantly bad business model.

Good luck all, and have a great holiday (if you get one).

 

Good post. If Xnet are admitting to the problems (silently) and are not providing the level of service that they are advertising, that other providers can provide, then perhaps all Xnet customers should complain to the commerce commission. However it is very difficult to prove that they are not providing the standard level of connectivity and bandwidth of other providers. It sounds like  the whole problem is that Xnet are 'Overselling' their services, so if you shift to another ISP, then you are actually helping Xnet, by freeing up their bandwidth. eg more people leaving will mean less customers for the pool of bandwidth they have. It also means that they will get rid of the 'whining' high usage customers who are more demanding, and will be left with the easy to service low use cusomters, who are cheaper to service, as they don't have as many support calls. Therefore they win both ways.


8 posts

Wannabe Geek


  Reply # 185838 23-Dec-2008 16:42
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mwalford:
lonney: I think xnet's problem is they let the magic smoke out of their internet box.


Thank you!!! Someone with a good sense of humor. Forget this - I'm getting all my internette* on CD-ROM from now on:

http://vids.myspace.com/index.cfm?fuseaction=vids.individual&videoid=26282491


Any partictular reason why you are posting links to online videos that no one is going to be able to get because they are here complaining about the speed of the connections and not being able to watch such things?

49 posts

Geek


  Reply # 185840 23-Dec-2008 16:59
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LordBoBCUP:Any partictular reason why you are posting links to online videos that no one is going to be able to get because they are here complaining about the speed of the connections and not being able to watch such things?


Yes. Because it's funny. And are you serious? Did you even try? That had finished loading the entire movie for me before the video had finished playing the first 3 minutes so don't tell me "nobody is going to be able to..." Clearly if I can then others can too.

Relax and start wishing people a bit more good tidings.

8 posts

Wannabe Geek


  Reply # 185841 23-Dec-2008 17:19
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rofl, as i said before i have no issues i get full speed day/night so no i had no issues with it what so ever. But the point of this thread was speed.... not being able to watch youtube and the like, so posting a link to such a movie is somewhat stupid.

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