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24 posts

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#61051 7-May-2010 22:06

My daughter lives in Glen Eden. She has a longstanding landline service with Telstra Clear, and broadband with Xnet.
Last Wednesday 5th May her internet started playing up - went down with some DNS error. Not being IT savvy she starts asking around to help resolve the problem.

Back in late April she was advised by letter from TC that they were to undertake an upgrade of the services in her area that would affect her account / line etc., spouting about how it would be a huge improvement blah blah because they would not longer be using a Telecom tail to her house. During the upgrade they warned, services would be disrupted for 10-20 minutes, and any voicemail and other call type services would need to be set up all over again. No mention of internet services but.

Yep, they made the changes alright – you guessed it – on the day her internet fell over. And it is no coincidence.

After waiting 40 minutes to speak to someone she is advised that under their new direct connection regime she would not be able to receive her XNet services – TC would only support their own internet services over their own lines?  She would need to change to TC internet at a price that is nowhere near competitive. Hello?

TC just summarily cut her services without notice?  a service being provided by another party?

 

She is also advised that their brilliant new services were going to cost more.

To top it off her advice is that if she wishes to terminate with TC they require her to pay for 30 days notice so to do? So how the hell does she get internet meanwhile?

Has anyone else experienced this outrageous behaviour from TC?

 

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  #327848 7-May-2010 22:35
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Check contracts and see if this is allowed. If its not, and they don't play ball, i'd take this to the disputes tribunal.

Yes they are known to be really quite aggressive when trying to make people switch over.

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  #327853 7-May-2010 23:04
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Piri:

After waiting 40 minutes to speak to someone she is advised that under their new direct connection regime she would not be able to receive her XNet services – TC would only support their own internet services over their own lines?  She would need to change to TC internet at a price that is nowhere near competitive. Hello?
TC just summarily cut her services without notice?  a service being provided by another party?


The behaviour you describe is the norm for all the non-Telecom landline/homeline service providers as far as I knew.

This is why my landline remains with Telecom and my ISP is Orcon. If I took the landline to Orcon, I don't think they would let me use another ISP...like Maxnet - or whoever.

Using anyone but Telecom for the landline usually means they lock you into their bundle - including Internet. I was surprised to read your daughter was *ever* given a choice of ISP by TC. They usually insist on using their own ISP service and have done for many years in my experience (in Kapiti and Manawatu when I had something to do with them).    






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  #327858 7-May-2010 23:19

She was originally with TC dial-up - cancelled that and went to xnet for broadband because TC were nowhere near competitive back then - I understand xnet set everything up. She will probably dump TC - tonight when she threatened such they suggested she talk to their sales guys about a "deal". Their attitude has been appalling, and the level of service worse. So why stick with them. Compare their miserable service to that of Xnet - after she called them about the problem they called her back the next day to check if she was okay and if things had been sorted. That's service.

Ironically I have experienced very good service from TC in business - I guess it is the money the talks / squawks!

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  #327886 8-May-2010 07:46
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I'm guessing that she has now been moved over to a unbundled TCL circuit rather than a Telecom wholesale circuit, hence the reason that Xnet broadband is no longer available.

It does surprise me that she was on a TCL wholesale circuit and Xnet at the same time, my understanding was that this simply couldn't happen in the first place - if you go with another company who resell homeline services my understanding was your internet had to be with the same company.

If you're unhappy with TCL ditch them and move back to Telecom + Xnet or just move to a Xnet Naked ADSL plan and move to VoIP.



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  #327904 8-May-2010 09:34

Thank you Steve,
Yes, that's what it is - unbundling - we are learning a lot in a short timeframe! I have advised her to do that. Do I understand correctly that if she runs with say X-net Fusion plan they (X-net) manage the copper to her house?

I understand TC's position - it is their attitude that sucks. No "sorry about that - let's see what we can help you with" It was take it or leave it - so... "leave it" it is. It seems not to bother them that she was literally dumped from the internet without notice - boy do you suddenly learn the value of it when you lose it like that. It has screwed up her study schedules. And they insist on the 30 day termination fee?

I was skeptical at first with X-net but she has had a good deal out them.  When they set her up it was all plug'n'play installing the modem/router at the house and she was on line in a jiffy. She can manage her usage on-line (River plan?) and on the rare occasion she has needed to contact them they have been readily available and cheerful and helpful. The Fusion looks the way to go - the VOIP option looks very clever - plenty of features for an affordable rate. Starting to sound like an advert! I've been with Jetstream for years with mixed service - lousy where I am at peak times - but it does the job and I am a bit loathe to change.

She has tried to contact TC many times this week and had to give up waiting for the calls to be answered she finally got through after 40 minutes one time?

Thanks for your advice.

Piri

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  #328203 9-May-2010 15:48
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It's a weird situation.

Telstraclear probably would not have known she had ASDL with Xnet, actually perhaps an ISP worker can clarify whether TC would have known this or been able to find out?  I think it's a reasonable expectation that Telstraclear should have anticipated there are people who have landline provided over Telecom wholesale gear from one ISP/provider and ADSL over Telecomwholesale gear with another provider.  This is a perfectly valid setup and was common in the past.

Also you/she wouldn't have known clearly that Telstraclear would be changing from providing the land line service via Telecom wholesale equipment to their own equipment in the exchange and this would preclude her from being able to use Xnet ADSL (which is provided over Telecom wholesale equipment).  I would check how clearly their letter from April covered this.

Personally I would go ahead and change over to Xnet for DSL + phone if that's what she prefers to have.

Then dispute the Telstra termination charge, first directly with Telstra if they refuse to waive it then I would look at the TDR or disputes tribunal.

http://tdr.org.nz/

http://www.consumer.org.nz/reports/making-a-complaint
http://www.consumer.org.nz/reports/consumer-guarantees-act/the-guarantees
http://www.consumer.org.nz/reports/disputes-tribunals



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  #328210 9-May-2010 16:09

She called TC again - a very very long wait to get answered (another 40 mins) and then xferred through three people (another 13 minutes) before a meaningful conversation took place. In that conversation she was advised that they sent out a letter in September last year - yep, over 6 months ago, advising of their plans. She denies getting that letter, and I know she would have filed it if she had. Anyway, the operator told her that letter had a "small" message on the reverse side that apparently warned that any internet being provided by other ISP's would be affected. But there was no mention of it in another letter dated April that actually advised of delays to their plans? All academic now of course.

She also finds that because she has been with TC for a long time she is “off contract”, contrary to what she was advised in a previous call. So no termination fees to worry about. She is going across to to X-net, who incidently emailed her again to follow up on her problem. Now that’s service.

Oh, TC's definition of "consumer choice". Change to TC internet or go away. Succinct one has to say. No real complaints about their wanting to be an exclusive provider – just the way they have gone about it.

Thanks for your input.

 
 
 
 


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  #328281 9-May-2010 20:22
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Just look at the size of these TCL threads and it isnt hard to see how much TCL appreciates and communicates with their customers.

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  #328286 9-May-2010 20:54
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Piri:
Oh, TC's definition of "consumer choice". Change to TC internet or go away. Succinct one has to say. No real complaints about their wanting to be an exclusive provider – just the way they have gone about it.

Thanks for your input.


In defence of Telstra once you move to a ULL provider your voice and internet have to be with the same provider. If you move to Vodafone's Red network or Orcon's Orcon+ network you will be in exactly the same situation.



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  #328307 9-May-2010 22:04

From where we sit you are defending the indefensible.
I understand what their business model is and agree with it. My grizzle is with their lack of customer service and the attitude - we get the impression the TC staff know that too - but what can they do? They have been civil enough, but come across as dogmatic script noddies. I guess it begs the question - why the hell would you want to work for a company like that? Wonder what their staff churn is.

So it makes sense to run with someone who is not only cheaper, but has given great service in the past and answers their phones promptly. X-net.

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  #328352 10-May-2010 08:13
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I too have suffered similar drop in service and not to mention that they billed me twice, i.e. on both new and old rates for four days.  I called them, and got through to a human being after 30 minutes on hold.  He reduced the charges.  My complaint is still not answered.  I emailed a complaint regarding this and they emailed back saying someone will contact.  As a telecommunication company TelstraClear does not know how to contact their customers!  Worse was the fact that they emailed in a single email all account names and the passwords that go with those email accounts in plain English.  They have no professional left in their company, I guess.

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  #328380 10-May-2010 09:04
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What TC have done, is swapped over her phoneline to their new LLU DSLAMS. The copper is actually now plugged into TC kit at the exchange.

There is no way under the existing LLU rules to allow copper to connect to 2 different providers.

Her only option would be to swap to an Xnet phoneline.


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  #329621 13-May-2010 07:42
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Piri: I guess it begs the question - why the hell would you want to work for a company like that? Wonder what their staff churn is.

I (unfortunately) used to work for them, in their Faults department. And to answer your question - I recall it being very high indeed.

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  #329633 13-May-2010 08:47
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nice t see that consumers are presented with the 'downside' of unbundelling, this knid of thing was bound to happen as outside companies belyache about not being allowed to use another companies infrastructure, but actively lock it down so they dont have to share thiers..

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  #329654 13-May-2010 09:49
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I thought that was the whole point of unbundling - other companies could install their own equipment in exchanges and cabinets and consumers are able to pick and choose their phone and internet packages without being locked into one company. Locking you in goes against the spirit of what was fought so long and hard for.

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