Good on ya TCL , you suck as bad as Telecom!

I had PDQ Max (clearnet) and enjoyed the service, but when I saw the new Homeplan scheme come through I applied and was promised a connection date of December 2nd.

I too received the gracious latter stating that due to popular demand they could not convert on that date and that it would be done late January and when done, I'd be notified by mail.

Yesterday at 1pm my internet connection died. After visiting TCL's service page via my Mobile Phone it showed there were issues in Christchurch so presumed it was applicable.

At about 3.30pm I called TCL and was advised that my new Homeplan was being migrated and accordingly it would be up and running sometime in the next few hours.

Incredibly frustrating given the time of year and the lack of any warning.

Come 5pm, nothing, and called back and spoke with a tech who advised me that the migration was progressing and it could take between 24 and 48 hours to complete. After letting him know of my frustrations I was put through, at my request, to a team leader of customer services, who also advised me there was nothing that could be done, I'd just have to wait.

The only person who seemed to know what he was talking about was the original person who I spoke to as around 6.30pm last night I got back my internet, after changing my log in details which needed to be done once you connect over. I didn't get much of a chance last night to test things but this morning I noticed that things were pretty slow, so off to speedtest.net to confirm what I suspected:

.29MB/s down .08Mb/s up - simply superb speeds - NOT

So after a phone call I find they set me up on 'Launch' not what I signed up for. https://cdn.geekzone.co.nz/imagessubs/blog0c45ae19c267be3c1e82a6bda4c6fdb6.jpg

I haven't contacted TCL as yet this morning; their website reports that there are no known issues so therefore can only presume that my migration to a 'better' product has been the cause of my reduction in speed. (will re-test later on)

My gripes with this are as follows:

Your staff are not informed!
Your web site has no information on setting up the New Home service (which is different from your PDQ)


You set me up on the wrong package

At no point in any of the communications from Telstra was there:

an indication that internet services would be lost during migration
a suggestion that a change in the login procedure would need to be done i the ADSL router to access the new service
a suggestion that a reduction in speed may occur
a suggestion that the migration date had been brought forward

From all accounts they advised me in the postponement letter that they would advise me by mail when the migration had occured. This means that the average Joe Blogs would have to wait the designated time for the migration to occur, wait for the letter to arrive to hopefully be told that they need to change their login details in their ADSL router.

Your communication skills are second to none Telstra, and your migration of me from your PDQ Max to your new Home Service is nothing short of substandard! If any of my employees were as incompetent as the person who designed this whole migration thing they'd be looking for a new job!