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2 posts

Wannabe Geek

Topic # 57798 25-Feb-2010 08:32
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How many InHome customers are currently experiencing digital TV signal quality issues on the Kapiti Coast? Perhaps it is better to rephrase the question and widen the geographic scope to any area serviced by, and I use the term very loosely indeed, TelstraClear. Occurring on a daily basis, predominantly during the early morning and late evening, video and audio quality deteriorate with severe picture breakup, pauses in transmission and audio loss (crackling, squeaks, loud popping  and the like).

Ignoring the frustration of waiting for in excess of 35 minutes while reporting the fault I am starting to feel somewhat aggrieved after the recent technicians visit. The two week delay prior to the technician gracing the property with his presence was manageable. After testing all and sundry the transceiver was replaced.  The Technician (Downer EDI) was both accommodating and professional and departed requesting I ‘monitor’ the problem. With identical issues experienced the next day I once again plucked up the courage to contact Telstra. I was pleasantly surprised by an improvement in the call waiting time which decreased to only 24 minutes. On the downside I was told to contact Downer EDI directly. Downer advised that the problem was Network related and that they had reported/raised the issue with Telstra. I should apparently wait for a solution. The circle has been completed.

Call Telstra, wait 35 minutes, report fault, wait 2 weeks, call Telstra, wait 24 minutes report fault, call Downer to be told fault with Telstra.  Who is taking ownership? Like a Hamster in a treadmill I am contemplating doing another ‘service’ circuit.  I wonder what the outcome will be ......

So, who else in the Telstra badlands is experiencing the issues mentioned above?  Any suggestions to assist in finding a resolution?  

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  Reply # 302080 25-Feb-2010 13:42
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No such issues in Wainui...

Media centre PC - Case Silverstone LC16M with 2 X 80mm AcoustiFan DustPROOF, MOBO Gigabyte MA785GT-UD3H, CPU AMD X2 240 under volted, RAM 4 Gig DDR3 1033, HDD 120Gig System/512Gig data, Tuners 2 X Hauppauge HVR-3000, 1 X HVR-2200, Video Palit GT 220, Sound Realtek 886A HD (onboard), Optical LiteOn DH-401S Blue-ray using TotalMedia Theatre Power Corsair VX Series, 450W ATX PSU OS Windows 7 x64

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Wannabe Geek

  Reply # 302108 25-Feb-2010 14:33
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We experienced this problem last year.  The tech who came said it was a "network" problem, and that needed to be handled by some other group.  Of course he forgot to tell them, so we went round in circles for a few weeks with the customer support people.

Eventually a tech arrived who knew what he was doing, and diagnosed the fault as low singal strength.  The cable from the street to our house is very long apparently, which was a contributing factor.  He went up the pole at the street and did something (replaced some connectors I think), thus boosting our signal strength by and resolving the problem.  

The STB said the signal strength was 38%, and now it's 45%.  We haven't had that problem since.

(We are in Newlands, Wellington btw.)

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