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5 posts

Wannabe Geek


#60550 28-Apr-2010 00:29
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The reason I'm making this post is simply to let regular internet users like myself know how I was been treated by TelstraClear in the last 2 months and a half. I'm cool headed now but I think the least I can do is to share my personal experience to try and prevent this from happening to anybody in the future.

I asked to switch to TelstraClear over the phone from Orcon, my previous ISP sometimes during February this year. I was then told it would take 5~8 working days to have me switch over and get connected with them. I was also told by the person that I will be getting one month free broadband & local call and a free Wi-Fi Modem since they are running a special (old tricks I know), I happily agreed, this is when the nightmare started to happen.

2 weeks later I received a phone call from their representative telling me they require my authorization over the phone to allow Orcon switch my info to them, I listened to the lady to go through the authorization process over the phone and then being told it will now take another 5~7 working days to get me connected, I asked her why was that the case since I've already waited over 2 weeks but she explained to me they had something messed up during the process, I will just have to wait for them to schedule a technician for me, I unhappily accepted.

2 weeks later I'm still getting no signs of connecting notification from TelstraClear, I called them early that week fighting for my right to get an immediate connection because Orcon is about to charge me for another month of broadband & toll call fee. The first person I spoke to told me they had done something wrong "insert technical jargon" and they are now arranging a technician to do my connection, until they have a confirm date, I will just have to wait for that. I wasn't happy (shall I be?) and asked to speak to a superior person in-charge, I was refused. That's when I really start to get pissed off by them. I called back again, this time the person I spoke to put my request through to their team manager. I received a call from this guy Straton later that day, he apologized nicely and admitted that previous person should have put my request right through since it was nothing tricky to quickly rearrange a technician for a schedule date. He told me he will get into the issue and workout a schedule for me, while I very much appreciated his manner, I told him I want my connection activate by the end of that week during 22th~28th of March because I'm about to get charged by Orcon for another month. Then I received an email on the 24th saying: 

"We are pleased to confirm your request for new service is now underway..." Ok I get that, standard template, but now this is what flipped me out "You have requested the service be installed on Tuesday, 30 March 2010" I mean what the heck? I never did request to be installed on next Tueday after 1 month of waiting. They did further waive my connection fee of $99 to compensate the delay however.

I called TelstraClear immediately, waited over the phone for 30mins+ (because their Automated Phone Answering System never gets you to the right department) to ask to speak to someone directly in-charge of the situation since Straton was unreachable. I was told I would be connected before 7pm that day, it never happened. I called the next day, same luck, every time I put my requests through ask to speak to somebody about having a sooner schedule date, their standard procedure is to for you to wait for within 24 hours to be contacted and so this dragged into Friday. I was finally contacted and be told that there's nothing they can do to speed up the process, this is just the way it is, what else can I say except to accept that? On the following Tuesday on 30th of March, I got the technician to come to my apartment and have it connected, I thought this will be the end of story. I was terribly wrong.

Not a bit of surprise, I was charged by Orcon for another month of broadband and phone-line fee of $138.73 from 23rd of March, I wasn't happy but I doubt TelstraClear will compensate me for that and I was seriously tired of the waiting I have to put through with their awesome Automated Phone Answering System which never seems to put you directly to the right department you want it to go through (try speaking New Homeplan or New Homeplan Customer Service if you don't believe me). So I'm prepared to pay for this myself.

On a side note, I never received my free Wi-Fi modem after a week of connection so I called up and asked, their staff told me it was never mentioned in their order system, ok what now, this guy then put the order through which I finally received it 2 weeks after 30th of March.

Then here comes Orcon yesterday emailing me a new bill $155.01 from 23rd of April for their broadband and land-line fee. What...the...heck? I ranged TelstraClear and after - 30mins of waiting and transferring to the RIGHT department - person from New Homeplan Customer Service told me they had notified Orcon sometimes before the connection got switched over to TelstraClear, I need to sort it out with Orcon. I then called Orcon, their staff told me there was NEVER any notification came from TelstraClear telling about my switch of service and close of account, hence the bills was charged. I need to pay the bills and ask TelstraClear to have the amount credit to me since it's not their fault they weren't notified. I'm about to cry now, I called TelstraClear and after - 30mins of waiting and transferring to the RIGHT department - I got to speak to someone only to be told they would have notified Orcon on the 25th of March before my connection scheduled to be activated, I need to sort my bills with Orcon myself and that is it. I called again and this time spoke to someone with nice manner from their team, whom explained patiently to me how she will forward my concern to their leader if I fax my Orcon bill statement to them and try her best to sort the problem out while I was semi-flipping out, I calmed down a bit and agreed.

The next day, which was today, I received a call from their duty manager Sharlene, she initially told me they will pay for my $50 something bill and that's it. I wasn't happy and asked what about the April bill which was $155.01? She rechecked the bill and said they will only pay for the April broadband fee which I have been charged by Orcon but not the land-line fee during 23rd of March~22th of April, I said to her by looking at the bill, there's no way for me to spent 130mins of talking on land-line if it was charged only from 23rd of March to 30th of March, which was when I got officially connected to TelstraClear. Hence this bill is also consisting period of land-line fee from 30th of March onwards, which I shouldn't be held eligible for paying that as well. She refused and say that's not something they can negotiate with Orcon into, I have to sort it out myself and find out whether those bills were before or after 30th of March. I understand that but I thought they should at least do the talking directly to Orcon instead of me calling back and forth between 2 companies each blaming each other. While I explained to her how I wait over 1 month to be finally connected to TelstraClear on the 30th of March because of they screwed me up with my schedule and because of this I want them to sort it out with Orcon, she told me it was never mentioned about this wrong doing of theirs in their system, she told me it showed in the system that "I requested to be connected on the 30th of March" and they received the request on the 25th of March, but they are willing to pay for my April broadband cost from Orcon only. I asked her how can they miss something that clearly happened to me from their record, she told me there's nothing she can do because there's nothing in their system record and it will still be this way if I speak to other people because their NOTHING showing in their system, she's just looking at what's in their record. I totally flipped out, how can they say that after I have been putting through all this time of waiting and still being treated like this? Something like "I'm sorry but it's nothing showing in our system so this is all I can do" doesn't automatically erased all the things that went terribly wrong for their customer. Ask a while of flipping out, I asked her to write me an official email stating what was being discussed today over the phone because I no longer hold any trust in their record system, she initially refused, but finally agreed after I insisted, this is what she sent me:


HI Jeremy

As requested here is confirmation of what we have discussed

- you joined up with us as per our notes on the 5th March 
- you were eventually connected with us as of the 30th March 
- I will give you a $106.62 credit for the period where ORCON charged you for services in April, but not for the Toll calls you made with them

I apologise for the delay in getting services over to us - but as I explained you will need to contact ORCON for any further billing issued with them as we cannot do this for you.


I guess this is it, I'm looking into other ISP options as of speaking, as I recalled my memory, I also remember that I once asked Straton, another manager of theirs, was it my fault that I had to go through all these extended waiting? He replied, "No, absolutely not and I apologize for all the waiting you have to put throgh...". This might not be the exact words about what he said to me, but "No, absolutely" was definitely what he told me.

Shall I be treated this way, I don't know, maybe IT IS my fault after all and I'm just being psycho, but I seriously hope this personal experience of mine will prevent it from happening to anybody in the future. So at the end of day, I will be paying my ~$200 bills from Orcon stating from 23rd of March onwards after I initially asked to sign up with TelstraClear during mid/late February, let that be a reminder.  






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80 posts

Master Geek


  #323955 28-Apr-2010 00:50
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ahh ..... I feel your frustration....it is like a table tennis game......

I guess that you didn't watch the latest news......TelstraClear is shredding 120 jobs.......so it will take some time and mistake like that will happen very often.....




5 posts

Wannabe Geek


  #323962 28-Apr-2010 01:09
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Ah, I wish I can edit this post now, so many typos... -.

 
 
 
 


8035 posts

Uber Geek

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  #323972 28-Apr-2010 02:56
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Sounds like the first extra bill (March) is basically a result of Telstra's mistake and/or provisioning delays. Was it definitely an error on Telstra's part rather than just a delay in provisioning (no tech's available etc)?

The second extra bill (April) is probably partially your fault, you should really have rung up to fully close your account as soon you'd switched over then that bill wouldn't have been raised..

While there is a supposed to be a notification between ISP's when you change providers, it's complicated.  Experience has shown they don't arrive, don't get processed or aren't accepted as a legitimate way to close and account by all providers (apparently).

Should your current ISP cancel your account without your direct authorisation based on a notification from another ISP?  You can imagine some problems there, also I believe Orcon's terms and conditions specify a minimum notificaiton period of cancellation don't they?

Sadly this is a more-common-than-it-should-be frustrating and annoying experience when changing providers, you might want to look at the TDR as I see Telstra and Kordia (Orcon's owner) are both members:

http://www.tdr.org.nz/

Getting some advice from consumer.org.nz about whether disputes tribunal is an option for you to recover some costs, might be worth considering (long shot):

http://www.consumer.org.nz/category/legal-rights/buying-goods-services

My advice for future ISP changes is:

- Allow plenty of days for provisioning, some ISP's refund (pro rata) the cost of the unused part of the month when you cancel.

- Read the terms of your service for notification periods etc

- Always ring to cancel your account with your previous provider as soon as you're switched




5 posts

Wannabe Geek


  #323974 28-Apr-2010 03:29
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Yes I'm filing a TDR complaint form basing on this experience but what really got me into writing this is the unimaginable bad services I've received particularly from this last manager I've spoken to.

Yes I definitely should have called my previous ISP right after the connection date was assigned by TelstraClear as I was told by Orcon rep yesterday that it takes 30days to terminate my account. In this case, if I did ask Orcon to terminate my account straightaway I signed up with TelstraClear, which was during February, I would turn up without internet & land-line services during March because my connection date was delayed a month time. Also, I was never once told by TelstraClear rep that I had to call Orcon myself to have my account terminated. But you are right, it's partially my fault I didn't double checked with Orcon.

I was contacted and asked to give authorization by a TelstraClear rep over the phone using voice recorder during early/mid of March though, 2 weeks after I initially signed myself up to switch to TelstraClear over the phone. Apparently Orcon didn't have any record according to them that I would ceased using their services -.

361 posts

Ultimate Geek


  #323977 28-Apr-2010 06:46
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All these complaints about TelstraClears fluctuating download speed, horrid customer service line, YouTube caching etc only make me feel better about leaving them last week.

Keep it up!

780 posts

Ultimate Geek
Inactive user


  #323978 28-Apr-2010 07:12
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You need to get these clowns into a 3 way conference call.

Then, let telstra/orcon fight it out with you as the mediator. Otherwise, you are just a gopher getting squashed by both companies.

Or, phone the CEO.



5 posts

Wannabe Geek


  #324061 28-Apr-2010 10:12
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I was clearly rejected by their manage to do anything further about this matter with Orcon on my behalf as she probably already thinks they did me a great favor for paying my April broadband fee coming from Orcon.

I doubt they will even consider putting me to their CEO via their only customer services line, I will just be get ignored by them, as I already have.

Hey buttonsmash, just wondering which ISP did you end up with now? How are they so far?

 
 
 
 


361 posts

Ultimate Geek


  #324080 28-Apr-2010 10:53
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I switched to Slingshot Just Broadband from an 80GB a month Cable plan.

My bill dropped from $150 a month to $80 a month, my download speeds have increased, benchmarking around 14.3Mb/s any time of day I test it up from 8Mb/s or so on Cable. Ping times are virtually the same, YouTube plays nicely.

All in all I'm absolutely stoked. I only get 25GB a month but the 6 hour uncapped download means with some clever scheduling of downloads I'm $70 a month better off, and even if I chose to download 80GB a month entirely on peak I'm still better off with $50 for 50GB data chunks.

I also get a free VOIP landline which makes it easier for family to call, or those times I want to call Kiwibank or the IRD's 0800 numbers and don't want to use my cell.

In fact the most painful part of the whole switching process was the 30 minute wait time to TelstraClear to cancel my account. Telecom (for connecting the landline) and Slingshot both answered within a minute.

835 posts

Ultimate Geek

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  #324119 28-Apr-2010 11:58
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Well in contrast, the other day one of my Telstra TV Decoders died, and I rang the 0508 number.  I put the phone on speaker and prepared to wander around listening to the hold music for 30 minutes.  However almost immediately I got a real human voice.

He booked a technician for the time I wanted.  It was all over and done with in 5 minutes.

Then the day before the technician was coming I got a call from the Service Provider saying they had someone available and did I want them to come now (which i didn't).

On the day of the appointment the technician turned up at the start of the time frame they'd booked him for - not two hours in - tested the signal strength and swapped out my decoder for a new one.

I do agree though, you can get really awful things happening when TCL billing is involved.  When I moved house my first bill post the move was for more that $1000 as every single option on my plan was being billed as a new individual option.

5332 posts

Uber Geek

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  #324170 28-Apr-2010 13:32
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Buttonmash: I switched to Slingshot Just Broadband from an 80GB a month Cable plan.

My bill dropped from $150 a month to $80 a month, my download speeds have increased, benchmarking around 14.3Mb/s any time of day I test it up from 8Mb/s or so on Cable. Ping times are virtually the same, YouTube plays nicely.

All in all I'm absolutely stoked. I only get 25GB a month but the 6 hour uncapped download means with some clever scheduling of downloads I'm $70 a month better off, and even if I chose to download 80GB a month entirely on peak I'm still better off with $50 for 50GB data chunks.

I also get a free VOIP landline which makes it easier for family to call, or those times I want to call Kiwibank or the IRD's 0800 numbers and don't want to use my cell.

In fact the most painful part of the whole switching process was the 30 minute wait time to TelstraClear to cancel my account. Telecom (for connecting the landline) and Slingshot both answered within a minute.


Without going a bit OT I am interested in what you did to make this occur?

Since you presumably had a TCL phone line into the house did Telecom have to provision their line into your home from the poles/cabinets or did you already have existing but unused Telecom wirin?  This my situation - I bought my house with Telecom phone wiring to the home but TCL ran another set of pairs of UTP to the house.

Since you say you are using a VoIP service I presume you didn't need to get a phone line. Is your home near a cabinet where Slingshot have their own equipment or are they just reselling Telecom services (this is what Orcon told me - we have no gear in your cabinet so we resell Telecom service).

What are your upload speeds like?  I often serve up files via FTP so a good upload speed is very desirable.

Thanks




Staying in Wellington. Check out my AirBnB in the Wellington CBD.  https://www.airbnb.co.nz/rooms/32019730  Mention GZ to get a 10% discount

 

System One: Popcorn Hour A200,  PS3 SuperSlim, NPVR and Plex Server running on Gigabyte Brix (Windows 10 Pro), Sony BDP-S390 BD player, Pioneer AVR, Raspberry Pi running Kodi and Plex, Panasonic 60" 3D plasma, Google Chromecast

System Two: Popcorn Hour A200 ,  Oppo BDP-80 BluRay Player with hardware mode to be region free, Vivitek HD1080P 1080P DLP projector with 100" screen, Denon AVRS730H 7.2 Channel Dolby Atmos/DTS-X AV Receiver, Samsung 4K player, Google Chromecast, Odroid C2 running Kodi and Plex

 

 


361 posts

Ultimate Geek


  #324243 28-Apr-2010 15:02
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I didn't have a landline as it's another $38 (from memory) on Telstra so relied on my cellphone and Skype to make phone calls.

The previous owners had a Telstra supplied landline so the steps I had to follow were:

Call Telecom and have a landline connected. A guy from Chorus had to come to my house and switch it (externally) from Telstra to Telecom after he livened it at the exchange.

Once the Telecom landline was live I put a work order through with Slingshot for Naked ADSL.

So in effect I've got a $60 connection fee and one months line rental ($38) to pay to Telecom to get Slingshot connected, but the ADSL modem is free so it mostly balances out, especially with the saving.

The upload is ~800Kb/s. Certainly not as fast as the 2Mb/s I got on Telstra cable but this is the ONLY disadvantage I've found so far.

My house is 750M from the Cabinet accord to Google Maps. 19Mb/s maximum attainable rate, 16Mb/s connection.


*Edit*  I should say there's a small grey box beside our house with both Telstra and Telecom wires lurking inside.  He just had to switch one with t'other.

5332 posts

Uber Geek

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  #324300 28-Apr-2010 16:30
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Thanks. I already have Telecom wiring to the home and two pairs going into the house and connected to outlets. So I guess I could ask Telecom to connect their wiring to one of the pairs that terminate where I want DSL and they would also have to connect my line back at the Exchange and cabinet. I must look around to see I can spot the cabinet.




Staying in Wellington. Check out my AirBnB in the Wellington CBD.  https://www.airbnb.co.nz/rooms/32019730  Mention GZ to get a 10% discount

 

System One: Popcorn Hour A200,  PS3 SuperSlim, NPVR and Plex Server running on Gigabyte Brix (Windows 10 Pro), Sony BDP-S390 BD player, Pioneer AVR, Raspberry Pi running Kodi and Plex, Panasonic 60" 3D plasma, Google Chromecast

System Two: Popcorn Hour A200 ,  Oppo BDP-80 BluRay Player with hardware mode to be region free, Vivitek HD1080P 1080P DLP projector with 100" screen, Denon AVRS730H 7.2 Channel Dolby Atmos/DTS-X AV Receiver, Samsung 4K player, Google Chromecast, Odroid C2 running Kodi and Plex

 

 


5332 posts

Uber Geek

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  #324364 28-Apr-2010 18:55
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Yes I've met Steve though he might not recall now.I just discovered I can't get Slingshot but Orcon is possible. Having spent over $10000 with them over the past 5 years I must be classified a good customer so I wish I had better service.




Staying in Wellington. Check out my AirBnB in the Wellington CBD.  https://www.airbnb.co.nz/rooms/32019730  Mention GZ to get a 10% discount

 

System One: Popcorn Hour A200,  PS3 SuperSlim, NPVR and Plex Server running on Gigabyte Brix (Windows 10 Pro), Sony BDP-S390 BD player, Pioneer AVR, Raspberry Pi running Kodi and Plex, Panasonic 60" 3D plasma, Google Chromecast

System Two: Popcorn Hour A200 ,  Oppo BDP-80 BluRay Player with hardware mode to be region free, Vivitek HD1080P 1080P DLP projector with 100" screen, Denon AVRS730H 7.2 Channel Dolby Atmos/DTS-X AV Receiver, Samsung 4K player, Google Chromecast, Odroid C2 running Kodi and Plex

 

 


68 posts

Master Geek

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  #324780 29-Apr-2010 15:27
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ilumy, FYI the TDR won't accept any complaint until you've gone through the disputes process with your provider and have come to deadlock.

From what I gathered from your post, it doesn't seem you've actually lodged a formal complaint but that the  manager has simply offered their best hand in compensation to appease you.

Sorry if I'm wrong and you have the reference to prove so, just want to make sure you avoid wasting any more of your time (with the TDR)



5 posts

Wannabe Geek


  #324846 29-Apr-2010 17:20
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simcore: ilumy, FYI the TDR won't accept any complaint until you've gone through the disputes process with your provider and have come to deadlock.

From what I gathered from your post, it doesn't seem you've actually lodged a formal complaint but that the  manager has simply offered their best hand in compensation to appease you.

Sorry if I'm wrong and you have the reference to prove so, just want to make sure you avoid wasting any more of your time (with the TDR)


Yea thanks for the info, I just come to realise that now since yesterday. I'll see how many days it will take for them to sort my complaint out, which was filed again sometimes yesterday...

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