[TelstraClear] Telstraclear migrating accounts and terminating DSL for 5 days?

Forums › One NZ (including Farmside) › [TelstraClear] Telstraclear migrating accounts and terminating DSL for 5 days?

spacedog

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#62687 12-Jun-2010 14:41

So as of this morning our DSL with Telstraclear is not working. We have a DSL link on our modem, but we can't get PPP authentication.

We called Telstraclear to report the fault and were told that the account is being migrated from a legacy plan to a new plan and they had to turn off our DSL service and we won't have internet again for another 5 days.

Does this sound right? We received no warning or notification about our service being disconnected.

Since we work from home and rely on email/internet access to do our business this is unbelievably crippling.

We're back on hold with Telstra as I type this email because we just can't believe that what the phone rep told is true.

Shutting us down for 5 days? With no warning? That's insane!!!

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#340951 12-Jun-2010 14:42

If this is really what is happening, it's an insane thing for an ISP to do.

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spacedog

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#340954 12-Jun-2010 14:46

No warning. No letter...we can't believe this is correct. Even if there was a warning, shutting down DSL for 5 days is ridiculous.

I'm wondering if this is happening to other people right now, but if they don't have any internet, I suppose they can't post (I'm using the internet at another house that does have DSL and is using Telstra, but their internet is working).

SCM

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#340963 12-Jun-2010 15:13

Thats dam rude if they have.
Should at least give some warning rather than simply cutting it off :/

spacedog

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#340971 12-Jun-2010 16:08

Frankly, even sending a letter is not acceptable. I don't really care if they sent a letter or not.

Shutting down someones internet for 5 days is totally unacceptable under any conditions. One day...maybe 2 at most...yeah I guess....frankly, in today's age and technology they really should be able to do a migration with virtually no downtime or only 6-12 hours worst case.

Having spoken with Telstraclear again for the last hour this is apparently really happening and will take 5 days.

The rep at Telstraclear said he would be just as mad as we were if we went to his house and turned off his DSL for 5 days. He also said they are getting lots and lots of calls from customers today.

sarg

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#340976 12-Jun-2010 16:43

A simply appalling way to treat a customer

that would be an ecumenical matter

quickymart

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#340995 12-Jun-2010 18:17

Sounds like pretty typical of Telstra Clear to me, unfortunately - poorly planned and executed.

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Zigg

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#341330 13-Jun-2010 22:17

Very poor. When we changed to HomePlan I had to ring up because the connection went down without warning. They then informed me of the new username & password (Paradise -> TC) to enter into the router. But yeah, no advance warning at all. Luckily we were up & running after getting the new logon details. 12 hours was better than 5 days.

keewee01

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#341452 14-Jun-2010 11:41

Is there an update on how you got on/are getting on?

Odd. I suspect it is a matter of them migrating you onto their equipment in the exchange, in which case it will be a 5 hour outage, not 5 days.

When they did us a couple of months ago we were told it was happening at 12 noon on X day... When I got up that morning (~7.30am) and checked we'd already been done! Was a bit of a bugger as there were some messages in our Telecom voice mailbox that I'd wanted to get some details from before they forever disappeared. Must say that internet speeds were far superior after wards, but the voice mail is a bit suckier than Telecoms. Need to press more buttons to get into it, and the voice prompts and messages are so quiet that if there is any background noise you can't hear it. On the plus side it auto-saves messages, and it leaves an indicator on the screen of our phone that there is a voice message.

keewee01

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#341454 14-Jun-2010 11:42

Oh - and really TelstraClear should call customers they are upgrading to ensure they've received their letters advising of upcoming upgrades - just in case people haven't got them.

spacedog

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#341475 14-Jun-2010 12:16

Still no service.....on hold AGAIN with Telstraclear while they try to figure out what is going on...

astra

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#341528 14-Jun-2010 14:31

I think it's time to move from TelstraClear. They aren't doing themselves many favours are they? Customer Service is everything in their business.. if you don't have it.. that's how you lose customers.

Can't believe you lose your connection for 5 days! What if you were running a small business from home and required the internet to do your work? Is Telstra interested in paying the loss of income?

That's nuts man! I believe in giving companies a second chance, but that's terrible!

Keep us posted, hope you get it sorted! :(

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spacedog

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#341551 14-Jun-2010 15:14

We spend about $8,000- $10,000/year with Telstraclear for phone lines in my home, family members homes and our business. We are small business owners and someone is always working from their home office. Our business cannot function without email and internet access....just as much as most businesses struggle to function without phones or electricity.

Still waiting for an update...and a call back from a manager to explain how this has happened and convince me why I shouldn't terminate 3 ADSL accounts and 6 phone lines....all with Telstraclear.

I'll post here once I hear more. I guess I might be hitting up the rest of the forums soon to find out who's got the lowest international latency on NZ broadband other than Telstraclear.

astra

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#341552 14-Jun-2010 15:19

Well I could imagine trying to run a business without Internet.
These days it's almost impossible. I would be asking TelstraClear to explain themselves and I would debate taking this to the press.

It's crazy to think that they are going to do this to a person let alone someone who runs a business. Not really good enough.

I would start shopping around now. I'm sure quite a few ISP's/Telco's would be interested in your business.

Keep us notified..

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Zeon

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#341588 14-Jun-2010 16:34

spacedog: We spend about $8,000- $10,000/year with Telstraclear for phone lines in my home, family members homes and our business. We are small business owners and someone is always working from their home office. Our business cannot function without email and internet access....just as much as most businesses struggle to function without phones or electricity.

Still waiting for an update...and a call back from a manager to explain how this has happened and convince me why I shouldn't terminate 3 ADSL accounts and 6 phone lines....all with Telstraclear.

I'll post here once I hear more. I guess I might be hitting up the rest of the forums soon to find out who's got the lowest international latency on NZ broadband other than Telstraclear.

What exactly are you needing the internet and low international latency for? If your using a lot of international then moving to business connections (e.g. HSNS/Fibre/Wireless) will be really expensive but you won't get this kind of crap.

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spacedog

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#341593 14-Jun-2010 17:02

Business internet connections are too expensive and are overkill. Good ol' residential grade DSL is plenty fine (as long as it doesn't get shut down for 5 days!). One of the reasons I moved everyone to Telstraclear was that a few years I had personally hopped from xtra, to ihug, to iconz and found that international ping times from about 5pm - 11pm were getting really bad due to congested traffic in the evenings (I was seeing sites that would ping at 180ms-280ms shooting up to 900ms-1100ms). It was always centered around the high domestic traffic generated in the evenings....domestic ping times at the exact same time were fine (42ms).

I probably don't need to go into details about why 900ms ping times to the USA or the EU were horrific...but for those not familiar I can tell you that it was making Skype fail miserably (something we rely on heavily).

Anyways, I switched to Telstraclear and ping times were not fluctuating by time of day and proved to me be much more stable.

Granted this was about 3 years ago, so perhaps things have improved on iHug/Vodafone, Iconz, Xtra etc...but at the time that I made the move it was a pretty serious problem for us.

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