[TelstraClear] 3 days waiting - still no internet connection after ISP change over

Forums › Vodafone New Zealand › [TelstraClear] 3 days waiting - still no internet connection after ISP change over

Nettie3216

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Geek

Topic # 98659 3-Mar-2012 13:19

I'm a new to TelstraClear and so far it's ALL been BAD.

Change over date was 3 days ago and still no broadband - TelstraClear admit the problem is at their end (duplicate profiles for my phone number), but won't give me a time/date when it will be sorted. Have just found out that the people tasked to sort the problem don't work weekends so earliest I can get this sorted is now Monday.

Previous ISP connection never had problems like this... Is anyone else having problems like this? Seriously considering trying to change back to previous ISP.

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Reply # 589854 3-Mar-2012 14:33

Welcome to Geekzone. In the past I have found that they could provide you a few months of free Internet if you ask them nicely explaining how you have been inconvenienced by their duplicate profile problem.

Always a chance of turning a problem into a benefit if you play your cards right.

Salami

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Reply # 589938 3-Mar-2012 17:33

Did you speak to helpdesk by any chance?

Nettie3216

17 posts

Geek

Reply # 589946 3-Mar-2012 17:59

I've spoken to the help desk several times...

....and I've gone from being told that my problem would be fixed within 2 hours to now knowing that it'll be Monday at the very best before I *might* get my connection problem sorted.

To go with speaking to the help desk also is the very long periods of time (30 minutes, 50 minutes, longer and longer) of being put on hold....

V.v frustrating....

Nettie3216

17 posts

Geek

Reply # 590931 5-Mar-2012 22:16

5 days now... ...still the same problem... ...still no end in sight...

Salami

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Reply # 590949 5-Mar-2012 22:41

I would urge you to make a complaint since no action has been done.

Nettie3216

17 posts

Geek

Reply # 590958 5-Mar-2012 23:00

Hmmm complaint... ...well I'd like to but the experience this evening...
I rang to find out about cancellation options - no way I want to pay the early termination charge, when they can't even connect me in the first place... ...well I was told by an overseas call centre operator that no one was available to discuss this with (I rang well within the designated service desk hours) and that some one would get back to me within 5 to 8 DAYS!!!

WTF do TC think they are doing????

The only small mercy in all of this is that I can use my iPhone as a wireless hotspot, but I'm not the only Internet user in the household and I'm almost out of my contract data allowance now....

johnr

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Reply # 590961 5-Mar-2012 23:03

http://tdr.org.nz/

Nettie3216

17 posts

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Reply # 590963 5-Mar-2012 23:10

Thanks for the link...

DoomlordVekk

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Reply # 590965 5-Mar-2012 23:23

Lyn, you might drop Gary from telstraClear an email via GZ, link is

TelstraClear

He might be able to bring some geographically sensible resources to bear on your problem and get things sorted faster.
(/me whispers conspiritorially..."He's probably in bed by now, think he'll see it tomorrow morning")

"Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong." Donald Porter – British Airways

The views expressed here are my own and are not reflective of other organisms or organisations.

Nettie3216

17 posts

Geek

Reply # 590989 6-Mar-2012 04:16

Thanks but honestly tonight's conversation was the last straw.
Sure it's a great offer price wise but if this is the Internet service that's being provided I then I'm far better off with a different ISP.
I simply can't believe that a problem as simple as deleting incorrect profiles and creating a single new one correct one can take so many days to action. Surely this is more or less the same as is completed everytime a new customer joins or a customer leaves?
Ok they might be busy due to their current marketing drive, but the willingness to leave a brand new customer without Internet service especially after the fault has been identified has left me dumbfounded.

I'm an engineer in the electricity industry. This fault feels like I'm being told that 'yes we can see that our circuit breaker on the line suppying you is open - oh that was because someone wrote the wrong CB number on the operating order, so yes its our fault, but we can't reset it for you yet and even though we have a remote reset ability on our system you need to be without electricity for a few more days yet before we'll close the CB for you!'

DonGould

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Reply # 591029 6-Mar-2012 08:37

Nettie3216: Thanks but honestly tonight's conversation was the last straw.
Sure it's a great offer price wise but if this is the Internet service that's being provided I then I'm far better off with a different ISP.
I simply can't believe that a problem as simple as deleting incorrect profiles and creating a single new one correct one can take so many days to action. Surely this is more or less the same as is completed everytime a new customer joins or a customer leaves?
Ok they might be busy due to their current marketing drive, but the willingness to leave a brand new customer without Internet service especially after the fault has been identified has left me dumbfounded.

I'm an engineer in the electricity industry. This fault feels like I'm being told that 'yes we can see that our circuit breaker on the line suppying you is open - oh that was because someone wrote the wrong CB number on the operating order, so yes its our fault, but we can't reset it for you yet and even though we have a remote reset ability on our system you need to be without electricity for a few more days yet before we'll close the CB for you!'

With all due respect, you have no idea how bad and silly the whole space is....

I totally agree with what you're saying!!! :)

I was trying to get a service on for a customer last week who was moving into a new home, all that was required was to disco the existing services and connect the new one.

With power, the service would have been left live and I would have been just told to ring in with the customers new details and a current meter reading. The site would never have lost power for a second.

I phoned Chorus about it and got all bs about level playing fields and having to send site techs and competition and other rubbish.

You power guys seem to have got the competition space and change over stuff right, but here in telco land we've just gone stupid.

People often wander why the net is just so expensive in this country, it can be summed up in one word - 'Process'.

Promote New Zealand - Get yourself a .kiwi.nz domain name!!!

Check out mine - i.am.a.can.do.kiwi.nz - don@i.am.a.can.do.kiwi.nz

TelstraClear

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Reply # 591124 6-Mar-2012 11:18

Hi Nettie, I have sent you a PM here on Geekzone and included my direct email contact. Please contact me any time. This issue has been escalated to our top connection person and is being treated as urgent. Someone will call you today with an update.

Apologies for the experience that you've had. We'll be looking into what went wrong and how we can prevent this occurring again.

Again, our apologies.

Gary

Nettie3216

17 posts

Geek

Reply # 591395 6-Mar-2012 19:21

Well it's been an interesting day. Thanks to Gary and Olivia for getting my connection sorted.

It would have been really nice to not have had to resort to using this forum for complaint resolution - I really had been at my wits end with no perceived commitment to my connection problem sorted

Don - it's an interesting conversation about electricity distribution vs telco's. I can certainly say that distribution and switching retailers hasn't always been plain sailing and it's taken a fair few inititatives (eg 'What's my number?') and regulatory action to get us to this stage.

Hopefully the telco's will understand that yes, you can compete for space in the sandpit and play nicely, without having the stick taken out to enforce fair play! Good luck!

DonGould

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Reply # 591451 6-Mar-2012 22:26

Nettie3216:
Don - it's an interesting conversation about electricity distribution vs telco's. I can certainly say that distribution and switching retailers hasn't always been plain sailing and it's taken a fair few inititatives (eg 'What's my number?') and regulatory action to get us to this stage.

Uncle worked in that space for a while, he was marketing manager for the futures exchange and moved on to set up the electricity futures/market exchange thingo... dont' recall exactly what, but ya.

The whole market was set up with some very different dynamics than the telco space.

I had a good yack with someone with some clue at Chorus the other day and got quite a good picture of the issues. Processes seem to have just tied in knots.

Seems to me that they've totally lost focus of who the real customer is and got side tracked into seeing internal customers as being more important than the actual end users who pay the bills.

Seemed more concerned about different providers accusing them of bias towards one or other provider over actually keeping the end user happy.

Thing about power is that while everyone does need it, if you piss the customer off all the time then they'll put in gas, a wood fire, etc if you push to hard. The power guys know and breath that these days I think.

An issue in telco land is the perception that we have no wood, coal and gas.

Promote New Zealand - Get yourself a .kiwi.nz domain name!!!

Check out mine - i.am.a.can.do.kiwi.nz - don@i.am.a.can.do.kiwi.nz

antoniosk

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Reply # 592108 8-Mar-2012 08:03

Is everything working now lyn?

________

Antonios K

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