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291 posts

Ultimate Geek

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  Reply # 202088 19-Mar-2009 08:35
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anatoki: 
...There's a couple of options with disconnections. 1) Meet a tech on-site. 2) Return the equipment to our retail store or offices. 3) Have a courier bag sent to your address. Options 2 & 3 mean you don't need to be home which definitely suits most people as Saturday times are usually always booked. Regardless of your choice, a technician is still sent out (disconnect at NTE/TAP).... .

Interesting that TC did not offer me the the option of a courier bag to return the kit. That ended up costing me an extra two weeks or so rental - as that was how long before a mutually suitable Saturday time slot was available. The tech did not disconnect anything outside my house - just unplugged the digital set top box & modem & took them away. Which I would have been happy to do and put in a courier bag.Sounds like a rort.




kind regards Andrew TD

85 posts

Master Geek

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  Reply # 202091 19-Mar-2009 08:59
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AndrewTD:
anatoki: 
...There's a couple of options with disconnections. 1) Meet a tech on-site. 2) Return the equipment to our retail store or offices. 3) Have a courier bag sent to your address. Options 2 & 3 mean you don't need to be home which definitely suits most people as Saturday times are usually always booked. Regardless of your choice, a technician is still sent out (disconnect at NTE/TAP).... .

Interesting that TC did not offer me the the option of a courier bag to return the kit. That ended up costing me an extra two weeks or so rental - as that was how long before a mutually suitable Saturday time slot was available. The tech did not disconnect anything outside my house - just unplugged the digital set top box & modem & took them away. Which I would have been happy to do and put in a courier bag.Sounds like a rort.


We prefer to disconnect services when a customer is on-site. The NTE (grey box attached to your house) doesn't have markings on the cables so there's always a slight possibility that we disconnect the wrong service (scroll back a few posts and you'll see someone mentioned we disconnected their internet by accident..).

291 posts

Ultimate Geek

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  Reply # 202095 19-Mar-2009 09:08
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anatoki: 

We prefer to disconnect services when a customer is on-site. The NTE (grey box attached to your house) doesn't have markings on the cables so there's always a slight possibility that we disconnect the wrong service (scroll back a few posts and you'll see someone mentioned we disconnected their internet by accident..).

The technicican didn't touch either of the two NTEs I have at my house. I was watching. He simply disconnected the equipment from the inside wall plate.
[I never did figure out why the installed two NTEs to start with! One for the internet, and one some time later for the digital TV.]

Scroll back a few posts and you will see that, to top it all off, TC did disconnect my internet connection within an hour of the technician taking away the TV gear! Even after I had asked them explicitly to be carefull to keep the internet connection going. Turned out to be something they did wrong on the account settings - not a physical (dis)connection issue.


It seems to me that your view of how service is provided by TC varies somewhat from the reality of the delivery I (and others) have received.




kind regards Andrew TD

85 posts

Master Geek
+1 received by user: 8


  Reply # 202097 19-Mar-2009 09:26
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Here's a strange TCL experience. A while ago I had a knock on the door from TCL saying that they would like to relocate the coax cable to a higher point on the gable of the house, as this would provide more clearance for traffic on my street (the coax comes from a pole across the road). I said no problem and they relocated the cable, checked everything still worked and away they went.

A few weeks went by and I returned home from work one day where my neighbour informed me some "jokers" were outside my house with a ladder during the day. I looked around and discovered my coax cable had been moved from the apex of the gable back to where it was originally - I have no idea why this happened and couldn't be bothered calling up to find out why. Really weird.

291 posts

Ultimate Geek

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  Reply # 202099 19-Mar-2009 09:28
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.. to add some balance to this (I don't want to sound like I am completely bagging TC here).As I stated earlier in this thread, TC were quick and pleasant to deal with when I rang to get them to re-enable the internet connection.And I think the cable internet connection is a good service at an OK price.And I don't expect perfection from any service provider. Taking two weeks or so to have an available time slot is OK in the scheme of things. 
[and to get back on topic for just a minute :) ] .. We are disappointed by TC's delays in bringing an HD service /  set top box to market, and by their poor communicaton in this regard. But - at least they have an integrated service offerring. Telecom NZ don't.
I'm still a happy TC cable modem customer. So long as their service remains reliable and reasonably priced, I don't see myself changing from them.
I remember how pleased I was when I found I could get a 10Mb connection at an affordable price (back before ADSL+ was available). And I like the fixed IP address I get with the TCL connection - at no extra cost.
No service provider is perfect; I'm very pleased we have effective competition in the NZ market now re telco services. and I'm lucky I live in an area that has TC's cable network.





kind regards Andrew TD

478 posts

Ultimate Geek
+1 received by user: 50

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  Reply # 202102 19-Mar-2009 09:35
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AndrewTD: ..
[and to get back on topic for just a minute :) ] .. We are disappointed by TC's delays in bringing an HD service /  set top box to market, and by their poor communicaton in this regard. But - at least they have an integrated service offerring. Telecom NZ don't.
I'm still a happy TC cable modem customer. So long as their service remains reliable and reasonably priced, I don't see myself changing from them.
I remember how pleased I was when I found I could get a 10Mb connection at an affordable price (back before ADSL+ was available). And I like the fixed IP address I get with the TCL connection - at no extra cost.
No service provider is perfect; I'm very pleased we have effective competition in the NZ market now re telco services. and I'm lucky I live in an area that has TC's cable network.

Could not say better myself. While I understand commercial delays can happen in any rollout I am tired of any communication coming from marketing only and being full of hot air.

Be upfront, tell me the truth and guess what, I'll wait for all the reasons noted above. 

 


85 posts

Master Geek

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  Reply # 202105 19-Mar-2009 09:48
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Guys, I am sorry to hear about the (lack of) service you may have received from some of our contractors.

Feedback is definitely welcome as it helps us improve the service that we provide. See our website for contact details.

291 posts

Ultimate Geek

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  Reply # 202107 19-Mar-2009 10:00
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Anatoki - what happened to your comment "re the HD service: It's not happening in the near future" (or words to that effect) ???
You appear to have edited it out of your post.
I was about to comment that that was a refreshingly honest and useful bit of information for all of us.
But alas, we are back in the dark again. :(




kind regards Andrew TD



859 posts

Ultimate Geek
+1 received by user: 118


  Reply # 202114 19-Mar-2009 10:19
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Interesting that TC did not offer me the the option of a courier bag to return the kit. That ended up costing me an extra two weeks or so rental - as that was how long before a mutually suitable Saturday time slot was available. The tech did not disconnect anything outside my house - just unplugged the digital set top box & modem & took them away. Which I would have been happy to do and put in a courier bag.Sounds like a rort.


Same with me, no other options and no physical work done he just collected the gear and I was charged for two weeks of non use. 

232 posts

Master Geek
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  Reply # 203549 26-Mar-2009 16:03
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Maybe this will speed things long - At least on the communication front.

http://www.geekzone.co.nz/forums.asp?forumid=114&topicid=31679

10 posts

Wannabe Geek


  Reply # 208012 19-Apr-2009 20:47
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Well I got tired of waiting, last update from Telstra is... well... no change.
So I've signed up for MySky HDi installation & will soon have my movies & rugby in crisp sweet HD.

*sigh*



859 posts

Ultimate Geek
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  Reply # 208055 20-Apr-2009 06:49
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ninja911: Well I got tired of waiting, last update from Telstra is... well... no change.
So I've signed up for MySky HDi installation & will soon have my movies & rugby in crisp sweet HD.

*sigh*


Good on you.  I did the same and am loving it.  The picture quality on the HD sport is superb.  The only downside is the sh*tty interface that MySky has which pales compared to TiVo.  Still, it's worth it for the gorgeous HD signal :-)

79 posts

Master Geek


  Reply # 209605 27-Apr-2009 01:57
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Well it looks like TelstraClear are getting ahead of themselves releasing the remote before we get a new HD set top box.

Does anyone know if we can swap our old remote for a new one? They look much nicer...

Link

106 posts

Master Geek


  Reply # 209823 27-Apr-2009 16:57
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...oh, good. The remote's out in 2Q 2009. Maybe that's what they were talking about in terms of the best HD solution in NZ.

Time for a new ad!

******************************************************
NEW! High Definition TCL STB remote! So real, you can reach out and touch it in 3 dimensions! Check out the 9.1 surround sound it makes as you bounce it off the coffee table! Admire it up close, or from a distance! Unprecedented detailing on the keys, with soft bounce back pressing function!* Lovely coloured logo, unlike the old crappy remote!

* Warning: ffd, rwd, play, stop keys don't quite work yet, check out our 2011 STB for this obviously non-essential functionality
******************************************************

10 posts

Wannabe Geek


  Reply # 213866 10-May-2009 14:48
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Update- yesterday the Sky contractor connected up our tasty gorgeous HD... and the poor Telstra tech came to take away the old stuff.

TC man- "Couldn't you have waited a few months?"
Me- "Yes, I waited over 6 months and you still don't have a release date."
TC man- "Yeah ok then."

Everything looks better in HD.

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