[TelstraClear] Management of Broadband Quotas

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WellingtonBoy

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Topic # 84522 1-Jun-2011 17:57

When a broadband customer uses up their monthly quota, TelstraClear should allow the account holder to choose how this is handled. The current approach works strongly in TCL's favor.

TCL customers are automatically charged for "additional blocks" of broadband usage. However, I want the option to pre-approve my additional blocks BEFORE they're used. ie: I want the right to use up every single bit of the broadband usage I paid for, without any risk of additional charges. I paid for it, so let me have what I paid for.

Problem: The TCL usage meters are not accurate enough (or sufficiently real time) for customers to use their full entitlement without exceeding it. This forces customers to stop their broadband usage earlier, to safely avoid hitting their quota, if they wish to remain within their plan.

If most TCL customers doesn't use part of their entitlement each month, to stay within their plans, over time that ends up being a huge traffic and financial saving for TCL. No wonder they like the currently automatic "additional block" charges.

Furthermore, once you start using "additional blocks", the TCL metering tools are not accurate or timely enough to prevent you moving into the next block, so customers watching their usage can't use the additional block(s) freely either.

Does anyone else feel frustrated by their inability to fully use their broadband quota without exceeding it?

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Biddle Corp

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Reply # 476812 1-Jun-2011 19:30

It can be annoying, but there isn't really a simple way to force "pre approval" of extra data.

At least TelstraClear aren't as brain dead as Telstra who throttle all users to 64kbps once they reach their cap - you don't have a choice and there is no option to purchase additional data. Must make the drop from 100Mbps DOCSIS3 to 64kbps a painful experience!

WellingtonBoy

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Reply # 476820 1-Jun-2011 19:43

Why can't TCL just throttle (or stop) access once you've used 100% of your quota...and allow the customer to order X number of additional blocks, if they choose, possibly via an unmetered site? (then repeat this process once the X additional blocks are fully used).

eXDee

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Reply # 476893 2-Jun-2011 00:03

Throtttling requires use of additional equipment i believe. Additionally i know plenty of people on telstraclear who accidentally go over at the end of the month, it probably gives a decent chunk of revenue otherwise they would offer throttling as you desribe.

People paying $30 for a 25gb block where only a few hundred MB gets used is easy money.

Theres no advantage for telstraclear offering this, and it costs them money to implement. When i was with telstraclear i really wanted this too, but I can't see them implementing it.

zaptor

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Reply # 476949 2-Jun-2011 09:42

Personally, I like TCLs pay for what you eat model.

What annoys me is the metering accuracy or seeming lack of (which I am addressing).

Bandwidth is like RAM. You may not need the extra, but once you get used to it, it doesn't seem like it's enough. Take that as a loose analogy, but the idea is the same.

eXDee

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Reply # 477165 2-Jun-2011 17:55

zaptor: Personally, I like TCLs pay for what you eat model.

Xnets is the best i've seen, you pick your cap and pay for exactly the amount you use.

Ragnor

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Reply # 477268 3-Jun-2011 01:56

Telstraclear's data pack system is annoying, with 10GB or 25GB packs if you go 1 GB over you end up paying for 9GB or 24GB you didn't get to use.

That combined with their periodic routing issues for gaming to AU and US servers were the two reasons I changed away from them.

Even Telecom offer overage at $2/GB now.

Telstraclear need to get with the times.

Ragnor

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Reply # 477269 3-Jun-2011 02:03

sbiddle: It can be annoying, but there isn't really a simple way to force "pre approval" of extra data.

Captive Portal

Basically redirect the http requests to a payment/top up page unless until the user tops up or hits the I want to continue at shaped speed option..

Not difficult, several ISP's in Australia do this.. off the top of my head Exetel was one.

sbiddle

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Reply # 477275 3-Jun-2011 06:16

Ragnor:
sbiddle: It can be annoying, but there isn't really a simple way to force "pre approval" of extra data.

Captive Portal

Basically redirect the http requests to a payment/top up page unless until the user tops up or hits the I want to continue at shaped speed option..

Not difficult, several ISP's in Australia do this.. off the top of my head Exetel was one.

That's all fine if you're dealing realtime data. The OP's original post actually answers his own questions - if a usage system isn't displaying realtime data (which it doesn't) then introducing a captive portal for payment isn't going to work.

Ragnor

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Reply # 477343 3-Jun-2011 11:02

NZ ISP's could definitely be doing better in this area imo. Near real time is achievable.

NzKaizer

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Reply # 479122 8-Jun-2011 21:45

I agree that TCL's handling of said bandwidth monitoring and pricing is out of date and out of touch.

timmmay

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Reply # 479130 8-Jun-2011 22:14

People paying $30 for a 25gb block where only a few hundred MB gets used is easy money.

I pay $2.95 for 2GB once I go over my plan, not $30.

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jtbthatsme

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Reply # 479159 9-Jun-2011 03:07

What TC knows is that TC imo have a good product (cable experience only) which has good reliable speeds often with not much fault. The downside is the supply and demand model good product = more money that can be charged add that to the rubbish usage stats and not much will change.

TC charge a premium price for their internet in fact it wouldn't surprise me if TC were one of the most expensive isp's in NZ. It is easy money for TC. You either spend a few gig less than your cap or pretty much go over it's win / win and it doesn't take a rocket scientist to realise that's not good news for the end user.

I have about 5 years of use with TC and had that problem the whole time (which ended August last year).

I personally have used Xnet as my ISP for the last few years (there were 2 net connections into the house 1 TC and the other Xnet). I pay for the naked DSL service and what data I use and that's all. Their usage stats are very good and very close to real time as mentioned above by eXDEE.

As a provider as a whole I really can't say anything other than good things about them. Like i said i pay for what I use, basically never have to call them (last time i did it was a mistake on my side when I accidently paid the rent money to them it took 1 phone call and that was resolved the next day with the rent money showing up back in my bank).

They also have 3 options for data all you can eat (you pay for what you use), Throttling (which means no surprise bills) and if you need to if on a throttled account you can just change the amount you want to use yourself and go back to normal speeds.

riftah

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Reply # 479502 9-Jun-2011 21:40

-Does anyone else feel frustrated by their inability to fully use their broadband quota without exceeding it.

Yes. I wish they could put a stop to your connection once you have reached your quota and if you would like to purchase a pack you could. 5/10/20GB packs

-What can I do about it.

Change ISP and thats about it.

-Will I change.

Probably not.

Ragnor

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Reply # 479531 9-Jun-2011 22:45

If you're not willing to change ISP to one that has more flexible options that says it all, why would they be willing to offer more flexibility which will cost them money/profit.

Personally in the last 6 years I changed ISP 4 times whenever I wasn't happy with performance, reliability or what they were offering at the time.

If people don't change there it no competitive pressure on the ISP's.

lchiu7

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Reply # 479540 9-Jun-2011 23:02

I am now looking at moving from TCL after 7 years. Does anybody have any knowledge of a decent naked DSL provider in the Wellington/Khandallah area?

I have two phone lines coming into the house, both from TCL but I could ditch the second line and put DSL on that one. Then if I liked it, I would ditch the TCL cable.

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