Has anyone used TDR - feedback and advice

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8002F994

62 posts

Master Geek
+1 received by user: 3

Topic # 205479 15-Nov-2016 10:58

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.

Flickky

298 posts

Ultimate Geek
+1 received by user: 161

Trusted

Reply # 1671274 15-Nov-2016 13:07

One person supports this post

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.

8002F994

62 posts

Master Geek
+1 received by user: 3

Reply # 1671374 15-Nov-2016 14:27

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