Geekzone: technology news, blogs, forums
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.

62 posts

Master Geek

# 205479 15-Nov-2016 10:58
Send private message

Has anyone used TDR - Telecommunications Disputes Resolutions, feedback and advice from other clients.




Helping consumers resolve complaints with their telecommunications company


TDR offers a free independent service to residential and small business customers of telecommunications companies.




I currently have a complaint logged against my old ISP provider with TDR. During that time, I was dealing with 3 different people over a period of 6 months plus.




One thing was obvious to me.




Just want to fast forward to yesterday/today. I was in adjudication .... over the phone yesterday. TDR just getting my side of my complaint and was going back to get my old ISP side who were responding to my complaints.




So now thats 4 people which includes the adjudicator I have been involved with. My problem is.... none of them is tech savvy. I'm not an expert either. But  found myself having to explain to the adjudicator what hybrid wiring was, difference between naked and bundled package, ont, sips passwords, access.....etc.... which I got some of my information from GEEKZONE.




Adjudicator was having trouble taking this all in. Seems I spent a lot of time explaining how and what these technical issues do and what cause it has, but seems to have been lost in translation.




All of the 4 people I have spoken to at TDR having issues understanding the technical side of my complaint I have presented to them, and that.... the technical advice they were going off, was....... the very ISP company I was complaining about. 




They don't know what technical questions to ask my old ISP and or how to respond if they give  a technical answer. They don't understand the complexities of this case. 




Not sure how you have a company called Telecommunications ... when staff aren't technically trained. Just a resolution team.




Anyone else have dealings with them Great team, but technically challenged.

















Create new topic
298 posts

Ultimate Geek


  # 1671274 15-Nov-2016 13:07
One person supports this post
Send private message

It's difficult to give advice because you haven't gone in to too much detail about what the original problem is and how technical it goes. The adjudicators and staff are part of a wider organisation called Fairway Resolution who deal with conflict resolution across telco, ACC, finance and others, so it would be a bit unfair to expect them to have a deep understanding of networking practices given they also span across so many other industries.

I've dealt with TDR myself from a consumer perspective, albeit a very long time ago, and from an RSP perspective (not for my current employer).

From both sides everyone I dealt with were polite and level headed; they may not necessarily have understood some of the more complex telco-related complaints I sat across but when you spent time explaining it to them in an ELI5 way they did appreciate it.

Lannah - find me on twitter.

62 posts

Master Geek

  # 1671374 15-Nov-2016 14:27
Send private message

Thank you for your response.  I'm not technically trained either. I probably know as much as Joe Public. The answers I gave to TDR were those from here (Geekzone). It seems that I need to ask TDR what technical questions they may have and that I need to post it on here to find the answers.


TDR is in a business of resolving issues between customer and ISP. A lot of mine is technical. My view is that they need someone who is at least familiar with the telecommunications sector and offer their opinion/advice as to the complex issues I have regarding technical matters that is both beyond myself and TDR, that if you don't understand the issues being raised, how can you ask the right questions to the isp in question. If you don't understand hybrid wiring, naked plan, remote access, have to question the skills of the adjudicator. Not seek advice from the very people your complaining about.




Food for thought

Create new topic

Twitter and LinkedIn »

Follow us to receive Twitter updates when new discussions are posted in our forums:

Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:

Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:

News »

Chorus to launch Hyperfibre service
Posted 18-Nov-2019 15:00

Microsoft launches first Experience Center worldwide for Asia Pacific in Singapore
Posted 13-Nov-2019 13:08

Disney+ comes to LG Smart TVs
Posted 13-Nov-2019 12:55

Spark launches new wireless broadband "Unplan Metro"
Posted 11-Nov-2019 08:19

Malwarebytes overhauls flagship product with new UI, faster engine and lighter footprint
Posted 6-Nov-2019 11:48

CarbonClick launches into Digital Marketplaces
Posted 6-Nov-2019 11:42

Kordia offers Microsoft Azure Peering Service
Posted 6-Nov-2019 11:41

Spark 5G live on Auckland Harbour for Emirates Team New Zealand
Posted 4-Nov-2019 17:30

BNZ and Vodafone partner to boost NZ Tech for SME
Posted 31-Oct-2019 17:14

Nokia 7.2 available in New Zealand
Posted 31-Oct-2019 16:24

2talk launches Microsoft Teams Direct Routing product
Posted 29-Oct-2019 10:35

New Breast Cancer Foundation app puts power in Kiwi women's hands
Posted 25-Oct-2019 16:13

OPPO Reno2 Series lands, alongside hybrid noise-cancelling Wireless Headphones
Posted 24-Oct-2019 15:32

Waikato Data Scientists awarded $13 million from the Government
Posted 24-Oct-2019 15:27

D-Link launches Wave 2 Unified Access Points
Posted 24-Oct-2019 15:07

Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.

Support Geekzone »

Our community of supporters help make Geekzone possible. Click the button below to join them.

Support Geezone on PressPatron

Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.