Well the obviously cover themselves in the Terms & Conditions regarding variation of speed due to circumstances beyond their control, however - they are still bound by the Consumer Guarantees Act which says that services must be "fit for the purpose" be of "acceptable quality" and "match the description".
Now, Woosh advertise "super-speedy broadband, delivered on your existing Telecom phone line" and go on to say "download movies, music and games, or for work, Woosh Quickfire Wired Broadband just lets you do it all faster." Additionally "Broadband up to 150 times faster than dialup." (This is all quoted on the wired broadband page)
Clearly, they are taking money gladly and not delivering what is paid for. They quite simply have to refund all affected customers for every day that the problem exists.
I would suggest everyone affected start calling Woosh and asking for a credit and enquiring about cancelling their accounts (if only to wake them up a bit)
Update for what it's worth. After 5 emails with no response & a Network Status page that still tells me there's no problem, I rang & just spoke to a nice man who told me that network services are working on it & will have an update tomorrow. No they won't email the people affected with that update or update the Network Status page with it. So if I want to know the problem, I have to ring them back. Great - a communications company who can't communicate.
Also they would not currently consider credit refunds because my internet is still functional, just at a much much slower speed. Terms & Conditions were discussed but he didn't seem too interested. I pointed out that for a third of this month I've had dial-up x3, not x100 as advertised. Again, thanks for letting us know but not really interested. Hey, he's just the guy who answers the phone. I told him if it wasn't fixed by the end of the month I was jumping ISP; like he cares.
So I shall ring them back tomorrow & try again.
Anyone else having any better luck? I liked the unlimited bandwidth explanation but I can't help but feel no-one really know what's going on here.
Just spoke with "customer service" who couldn't tell me when the problem would be resolved. Again claimed that it only affects flatrate users, that all the bandwidth is "used up"... I tried to bring up compensation for subpar service, which seemed to fall on deaf ears. See ya, Woosh.
STOP PRESS just talked to team leader at Woosh. Was told definitely NOT unlimited accounts being throttled. They had a technical meeting about the issue today. And are working on resolving the problem.
Between midnight and 7 a.m. everything is fine, you'll get great international speeds and no problems. Then from 7 a.m. to midnight you can't get more than about 15kbs international. Before Tuesday 16th there was no throttling of international traffic except P2P which was limited to 60kbs between midnight and 7 a.m. , 40kbs between 7 a.m. and 4 p.m. , and 25kbs between 4 p.m. and midnight.
So you can see the throttling rules have changed; there is no fault as such just someone messing with the rules. Can't understand all this contradictory information coming from Woosh. This appears to be a very simple thing which could be fixed in 5 minutes.
Just called Woosh. The guy, Mark, 'advised me sincerely' to switch to a different plan. "The issue is only with the flat rate customers. All the bandwidth is taken by a small number of customers. We are investigating the issue and are in no position to give a specific timeframe for resolution of this issue" and blah blah blah ....
I am sure they are doing it on purpose because, as I have been told by Mark, no one else is offering flat rate packages anymore. I do not see them doing anything to fix this. It does not affect them. Does it?
Would be nice if their staff had a SINGLE correct answer to give us. What's going on shouldn't depend on which call center staffer you happen to get. :( See now if this were Xnet, they'd have two people on here from their staff answering this question a few posts back!
This evening is extremly bad, even with nz traffic, i'm on the phone to the chimp's tommrow. It's costing me a stack for this connection, which an't doing the trick.
You think Woosh is concerned with all this negative publicity? They don't seem to give a s**t? That is so weird for a ISP to blatantly fob off so many complaints and issue no statement or explanation. Someone in the communication dept needs their butts kicked. These comments stay around forever on forums and would surely do some longterm reputation damage - not the way I would run a company....
BTW... don't tell me you are not throttling your users Woosh....
Speeds just BEFORE 7am.....
Speeds just AFTER 7am.....
I would threaten to cancel my account again but you've made it clear that you don't care already....
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