[TelstraClear] YouTube poor performance on TelstraClear

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [TelstraClear] YouTube poor performance on TelstraClear

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6176 posts

Uber Geek

Trusted

#299673 17-Feb-2010 08:45

Ragnor:
BlakJak:

I like having a decent upload speed, and I like the reduced latency. That all said, at this point I have no loyalty to Cable and will probably go back to DSL should opportunity present.

It's true the max upload speed of ADSL2+ is 1Mbit (128 KB/s) where as the cable plans are 2Mbit (256 KB/s) upload. If you aren't close to an exchange or cabinet then you would probably notice the difference otherwise I don't think it's a significant since usually people aren't uploading much at all.

Well I have just signed up for an online backup service and upload speed is pretty important to me. So TCL is still the best option for me in that respect.

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BlakJak

1092 posts

Uber Geek

Trusted

#299727 17-Feb-2010 11:50

Screeb & Ragnor: ADSL2+ and Interleaving Off, yeah, perhaps there's a closeness. I semi regularly push large image files up to my colocated server, so decent upload speed is key... esp if the choking of your upload pipe starts hindering downloads (TCP ACK still has to get through).
For the first month or so post Cable install I was very impressed with it, insofar as I shouldn't have to think about it! It should be there - performing on the basis of the advertising and at the rate for which i'm paying >$100/month including phone.

Having gone to the trouble of arranging Cable and paying for its install, i'd like to see some ROI. My DSL router is still there, no dramas in going back to it if it works out the better option, but as usual, i'd prefer not to have to spend more time, energy and money to get a service which meets my (I think quite reasonable) expectations.

No signature to see here, move along...

ohpersven

27 posts

Geek

#299736 17-Feb-2010 12:26

Screeb:
ohpersven: The helpdesk rep said they are collecting examples of customers who have problems with youtube....

So everyone on TelstraClear then? Because that's the case according to YouTube's speed graphs. Do they seriously not realise this isn't an isolated thing affecting only a few people? The average speed for TCL is 2/3 of the Wellington speed, and about half the NZ speed (I'm guessing the discrepancy between Wellington and NZ is the fact that TCL makes up a large number of connections in Wellington).

It's silly to assume they wouldn't know about this issue, considering their presence on these very forums.

I think what they are doing is gauging how large the situation really is, by recording how many people are bothered with it and actually call up etc.

Posting on a forum about the situation isn't really going to do anything, either call them up and voice your concerns or move along to another provider.
Sitting around 'putting up' with well below par service is simply stupid imo.

jmacg

45 posts

Geek

#299747 17-Feb-2010 13:09

Great if you have time to wait on the end of the phone...

ohpersven

27 posts

Geek

#299756 17-Feb-2010 13:34

jmacg: Great if you have time to wait on the end of the phone...

Yeah, most people can't multi-task and do things like wait on a phone on speaker and watch TV etc.

If waiting in a phone queue is too difficult, send them an email, I'm pretty sure most ISP's have this service.

Stix

81 posts

Master Geek

#299759 17-Feb-2010 13:43

Hi All,
Suggest we can log this fault/issue via the TCL online help section - contact TCL. Log a Highspeed internet fault. I have TCL web site link below. This avoids siiting in the lenghty help desk telephone queue...a case number is emailed back from memory. TCL should be able to monitor/log these complaints.
Cheers

https://telstraclear.custhelp.com/cgi-bin/telstraclear.cfg/php/enduser/ask.php?p_sid=G-zrWJUj&p_acce...**

JonC

425 posts

Ultimate Geek

#299761 17-Feb-2010 13:47

Stix: Hi All,
Suggest we can log this fault/issue via the TCL online help section - contact TCL. Log a Highspeed internet fault. I have TCL web site link below. This avoids siiting in the lenghty help desk telephone queue...a case number is emailed back from memory. TCL should be able to monitor/log these complaints.
Cheers

https://telstraclear.custhelp.com/cgi-bin/telstraclear.cfg/php/enduser/ask.php?p_sid=G-zrWJUj&p_acce...**

Unfortunately, you'll probably get this stock answer back like I did:

Due to the complexity of diagnosing faults, we are unable to assist via email. Please contact our fault specialists on tollfree 0508 888 800. I do apologise that we are unable to assist you further on this occasion.

peroski

37 posts

Geek

#299767 17-Feb-2010 14:00

JonC:
Stix: Hi All,
Suggest we can log this fault/issue via the TCL online help section - contact TCL. Log a Highspeed internet fault. I have TCL web site link below. This avoids siiting in the lenghty help desk telephone queue...a case number is emailed back from memory. TCL should be able to monitor/log these complaints.
Cheers

https://telstraclear.custhelp.com/cgi-bin/telstraclear.cfg/php/enduser/ask.php?p_sid=G-zrWJUj&p_acce...**

Unfortunately, you'll probably get this stock answer back like I did:

Due to the complexity of diagnosing faults, we are unable to assist via email. Please contact our fault specialists on tollfree 0508 888 800. I do apologise that we are unable to assist you further on this occasion.

Yeah good idea, will log a ticket.

Dial 0508 888 800, "Hello, IT. Have you tried turning it off and on again"

ohpersven

27 posts

Geek

#299770 17-Feb-2010 14:13

All hope is gone then, might as well change providers.

Stix

81 posts

Master Geek

#299772 17-Feb-2010 14:16

I have had online support/debates with TCL previously, I don't really expect a suitable online answer right now. But think the key thing is to log dissatisfaction as a customer, TCL will then be able to see a wave of complaints on their system if we all do the same. Fyi I logged my customer complaint as below.
~~~~~~~~~~~~~~~~~~~~

Attention TCL InterNet Faults Team Management:

I am writing to register my dissatisfaction with the TCL broadband services performance on the Youtube website via the Inhome high speed cable internet service. Basically ?Youtube.com? is not useable on TCL, it buffers/times out constantly and has been getting worse for over 5 months now. As a customer of your 10G plan I am not at all happy with this level of performance that is contrary to the claimed grade of internet service in your recent TV Advertising. I understand that the nub of the issue is TCL not co-locating/peering with service providers such as the important Youtube site? All TCL?s Youtube Traffic streams from the USA and this compounding this problem with significant congestion/traffic priority delays on your International internet links. I do not want to be forced to switch to ADSL2+ services from Xtra. Like many other of your customers I would like to see this situation remedied with some urgency please.

Sincerely

Screeb

688 posts

Ultimate Geek

#299921 17-Feb-2010 20:09

ohpersven:
It's silly to assume they wouldn't know about this issue, considering their presence on these very forums.

I didn't say that, I said it seems like they don't realise it's affecting ALL customers, not just some. I was also refering to the customer-facing side, not the occasional tech who pops in here. There is often a huge difference between what the helpdesk knows and what the techs know.

Posting on a forum about the situation isn't really going to do anything, either call them up and voice your concerns or move along to another provider.

Sitting around 'putting up' with well below par service is simply stupid imo.

I've already explained to someone else in this thread that I (and presumably others) can't move, for various reasons. Also, you might have noticed (but it seems not) that I actually started this thread. Throughout it I have posted about my experience with contacting TelstraClear about the problem. We even had a technician come and replace the modem (their idea). I'm not just complaining on a forum.

ohpersven

27 posts

Geek

#299926 17-Feb-2010 20:24

Screeb:
ohpersven:
It's silly to assume they wouldn't know about this issue, considering their presence on these very forums.

I didn't say that, I said it seems like they don't realise it's affecting ALL customers, not just some. I was also refering to the customer-facing side, not the occasional tech who pops in here. There is often a huge difference between what the helpdesk knows and what the techs know.

Posting on a forum about the situation isn't really going to do anything, either call them up and voice your concerns or move along to another provider.

Sitting around 'putting up' with well below par service is simply stupid imo.

I've already explained to someone else in this thread that I (and presumably others) can't move, for various reasons. Also, you might have noticed (but it seems not) that I actually started this thread. Throughout it I have posted about my experience with contacting TelstraClear about the problem. We even had a technician come and replace the modem (their idea). I'm not just complaining on a forum.

It's not really a case of what the helpdesk knows, it's what they're allowed to say.
I apologize for not realizing you were the creator of the thread and are actually trying to get things fixed up.

jmacg

45 posts

Geek

#299930 17-Feb-2010 20:41

I sent a whinge to their online helpdesk this afternoon and have just got this response, in which they at least admit that a "large number" of people have the problem:

"Thank you for contacting us.

"I've created a case number on your account (T4186806) and have passed this onto our Network team, as they are currently investigating this issue.

"Unfortunately I can't give you an estimate on when we expect this issue to be resolved, however please be advised that we are working to get it resolved as soon as possible, as it does affect a large number of our users."

Stix

81 posts

Master Geek

#300017 18-Feb-2010 08:19

I had the similiar response yesterday to my complaint. At least TCL are acknowledging this is impacting a large number of customers etc....

twisted

46 posts

Geek

#301371 23-Feb-2010 09:26

I've Sent in a complaint about this too. It really is absolutely ridiculous that i can download @ 1.2mbps, yet can't watch a 30 sec youtube clip without constant buffering, or loading up clips and hitting pause, then coming back to them later.

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