[TelstraClear] Getting the 2mbps -> 4mbps upgrade

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [TelstraClear] Getting the 2mbps -> 4mbps upgrade

nic.wise

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#9191 28-Aug-2006 19:55

Hey folks

If, like me, you are an existing TCL cable customer, and you are still waiting for your upgrade, CALL THEM. I did this today, and I ended up on "tier 2 faults" before they could finally tell me that it hadn't been upgraded (despite the fact I've gone past _2_ billing dates since it was announced....) - and then upgraded it right then, on the spot. All I had to do was reboot the cable model (easy - hit http://192.168.100.1 and find the reset button :) )

So..... there ya go. I now get 430 K BYTES per second from Microsoft.com (during the day). Lovely.

I called the 0508 number on their recently sent out flyer, which is NOT the main number (0508 456789 I think), and I got a human in under 3 seconds. Off the phone in around 3 mins, total.

Seriously. I was shocked.

Anyway, aside from not doing it automatically, ups to telstraclear this time :)

Nic

Nic Wise - fastchicken.co.nz

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#44887 28-Aug-2006 21:43

Good call - I ran out of patience and rang them up today as well. I got pinged around a couple of people, but "Ian" the techie eventually sorted me out - I rebooted the modem and I've doubled my speed - yeah!!! I do like with TCL that you can speak to a techie and they can do things on the spot - much like when we wanted to upgrade to their sports TV package and we were watching it literally seconds after calling them.

Makes you wonder if it's a technical hitch, not identifying the right accounts and upgrading them, or they don't have the bandwidth downstream to suddenly upgrade all their customers like this. Maybe I'm just being paranoid - "Never ascribe to maliciousness what can be easily explained by incompetence" usually is true in the IT world.

lurker

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#44956 29-Aug-2006 21:53

I recommended Telstraclear to a friend who signed up for the Highspeed 10G plan, which was just after the 4Mbps change. So a few weeks later it got installed and I visited him recently to find his downloads were 1800Kbps or so. I phoned up (during the weekend) and said it was running at 2Mbps when it should have been 4Mbps and the helpdesk operator told me, after talking to their supervisor, that this plan had a 2Mbps download speed. After some further discussion and being put through to the Paradise helpdesk we eventually got this sorted out but I was a bit worried that several weeks on, the frontline team don't have all the facts in front of them... My friend wouldn't have realised unless I'd run a speed test.

nic.wise

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#44982 30-Aug-2006 09:00

yup - mine was the same. I went thru customer service ("nothing wrong") to faults ("nothing wrong - try customer service" - "no, they put me here") to advanced faults or something, THEN it got done on the spot.

Nic Wise - fastchicken.co.nz

Zach

167 posts

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#45243 3-Sep-2006 00:50

I'll have to call up to then. Is there a particular helpdesk that I should call to get it changed quickly?

Avenger

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#45248 3-Sep-2006 09:02

I can remember in the message I was sent that said there customer will be upgraded thoughout the MONTH of August, so stop whinging and read the damn message before ringing and complaining to them

freitasm

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#45249 3-Sep-2006 09:09

August was gone, by the time you posted your reply, so I assume Zach has got all the right to complain?

nic.wise

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#45257 3-Sep-2006 11:40

Avenger: I can remember in the message I was sent that said there customer will be upgraded thoughout the MONTH of August, so stop whinging and read the damn message before ringing and complaining to them

I received no message, no communication AT ALL from TCL about it - no a single WORD. Except bills. They get to me just fine.

I only found out about it 'cos workmates did.

And after the total screwup that was the install and also the removal of cable tv, I tend to be proactive with them.

Nic Wise - fastchicken.co.nz

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K123

44 posts

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#45824 11-Sep-2006 12:34

Five departments later... 4mbps! When you get to right place they do it instantly. For the benefit of everyone else I tried to find out what number should be called to get to the right people.

Supposedly 0800299300 for residential cable should get you to someone who can help. Otherwise you need to ask for faults from the standard numbers.

Matt1

27 posts

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#47116 28-Sep-2006 22:43

Same thing for me... I figured two months is too long to wait. Sure enough, the guy says "oh you've been missed" and changes it to 4Mbps in a couple of minutes. But no apology or anything! The problem I have with TelstraClear is that essentially they have great products, but they fail to back that up with customer service or punctuality. They have some serious problems with their systems. You can call one of their telephone minions, they'll lodge a request in the system, assure you all is fine and then nothing comes of it. A good example is trying to get them to cough up the Noel Leeming gift voucher that they promised to customers who stayed with TelstraClear when moving house. Must have called them at least four times to get my voucher sent, each time having no record of previous requests. Then they finally sent the voucher - but to the old address - a voucher being given for loyalty when moving house!! Ah the irony...

freitasm

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#47117 28-Sep-2006 22:51

Right, now my curiousity is up. Where is this offer of a "loyalty voucher"? We moved house a few months ago and didn't hear anything about this!

K123

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#47118 28-Sep-2006 22:53

I couldn't agree more. I'm graduating at the end of the year and am considering sending TCL my CV with a cover letter basically saying that their systems need all the help they can get! You certainly don't need a degree to see the problems with their current operations let alone need any experience.

NokiaRocks

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#47126 29-Sep-2006 07:48

TCL offer a "free" upgrade, something that even if they hadnt done you would still be a loyal/happy customer, and you get angry cause it wasnt done exactly when they said it would? pathetic really!

JonC

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#47128 29-Sep-2006 08:07

NokiaRocks: TCL offer a "free" upgrade, something that even if they hadnt done you would still be a loyal/happy customer, and you get angry cause it wasnt done exactly when they said it would? pathetic really!

You miss the point. They communicated that they would upgrade customers during August and when they didn't, people were justified in being annoyed that they have to jump through hoops to get what was promised. If a company promises something to their customers then fail to deliver, that's called bad customer service. It's a shame there are people like you out there, because if everyone did that then companies wouldn't know when they are providing bad service and it would stay that way.

K123

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#47130 29-Sep-2006 08:38

I agree that to problem is the follow through. A month late for an upgrade (that is actually essential for the continued competitiveness of the product) is not the problem. The problem is that past experience of others and myself suggests that the upgrade would have never been delivered if we did not push it. It is quite an effort to a so called happy loyal customer when at every single interation with TCL you have to brace yourself for disappointment. If you want I could go on forever justifying the importance of satisfactory customer service.

Customer service from an ISP should not be D.I.Y. problem solving over the phone!

NokiaRocks

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#47131 29-Sep-2006 08:46

I guess some people just like to have something to complain about.

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