slightly faster than dial up

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43 posts

Geek

#92783 28-Oct-2007 20:14

OK guys and girls,

All Woosh Orbit Unlimited customers hit the phones tomorrow at exactly 10am (Monday 29th October) and ask (1) what is the problem? and (2) when will it be fixed? Post both responses you get here - let's see if there is any consistency...

Yahn

57 posts

Master Geek

#92819 29-Oct-2007 01:09

It gets worse. I was getting dial up speed on Auckland test tonight. So if it is a fault, someone should be shot. Or maybe this is how they give a bit more bandwidth to the 2 new data increases on the lowest BB plans. The other thing to consider is this. Maybe Woosh are basically totally broke and cannot afford to give us any bandwidth. They did post a HUGE loss a couple of months back. Maybe they are going nearly bust and not wanting to make it public knowledge ? Or waiting for the new month to tick over so they get some bucks in to pay the man ?

a31cefiro

10 posts

Wannabe Geek

#92833 29-Oct-2007 08:06

I'm in the same boat too, woosh are driving me nuts!

Not only are my international speeds crawling, but I have also been banned from game servers on the PS3 network thanks to woosh making me lag. I spent all that money buying a gaming system to PLAY ONLINE and thanks to woosh I can't!

When I first joined woosh back in Jan, the speeds were terrific! Less than two months later it started to get slower...and slower...they blamed telecom. Said they'd sort it out for me. I waited another month or so, it seemed to even out at between 500-1000k instead of the normal 4MB or so I used to get. I got fed up, called telecom myself and at my own expense had a guy come out and check and test our phoneline. Everything was hunky dory. Called woosh and told them that, they then said it was our modem. Tried two other modems and no imporvment. Called woosh again, they insisted it WAS the modem still and said they'd send out a new one...still waiting for that replacement modem.

Then like the rest of you, our speeds suddenly got so much worse and chugged to a grinding halt.

Then, I got banned from some game servers on the PS3 network.

So I called woosh again and said I wish to leave them, and I do NOT want my final payments to be taken from my creditcard (was how I paid monthly) and the customer service person said that they can not gaurantee they wont charge my creditcard. What the hell/ If I say they don't have the authority to do that, they can't right?

a31cefiro

10 posts

Wannabe Geek

#92839 29-Oct-2007 08:52

I got their generic email just now, here is my hasty reply.

I have performed the tests as you requested, although I do not see why you have sent me a generic reply instead of addressing my issues.

1) Speed test via www.speedtest.net

Perform and record speed tests from Auckland to Sydney and Auckland to Los Angeles. Please conduct each speed test several times to accommodate for any variance.

RESULTS TO SYDNEY:
https://www.speedtest.net/result/195624519.png
https://www.speedtest.net/result/196842713.png

RESULTS TO LOS ANGELES:
https://www.speedtest.net/result/195421011.png
https://www.speedtest.net/result/195423558.png
https://www.speedtest.net/result/195624874.png

2) Perform a trace route to several International sites (e.g. novell.com) and include it within the ticket

RESULTS:

Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.

C:\Documents and Settings\Administrator>tracert no

Tracing route to novell.com [130.57.5.70]
over a maximum of 30 hops:

1     *        *        *     Request timed out.
2     *        *        *     Request timed out.
3     *        *        *     Request timed out.
4     *        *        *     Request timed out.
5     *        *        *     Request timed out.
6     *        *        *     Request timed out.
7     *        *        *     Request timed out.
8     *        *        *     Request timed out.
9     *        *        *     Request timed out.
10     *        *        *     Request timed out.
11     *        *        *     Request timed out.
12     *        *        *     Request timed out.
13     *        *        *     Request timed out.
14     *        *        *     Request timed out.
15     *        *        *     Request timed out.
16     *        *        *     Request timed out.
17     *        *        *     Request timed out.
18     *        *        *     Request timed out.
19     *        *        *     Request timed out.
20     *        *        *     Request timed out.
21     *        *        *     Request timed out.
22     *        *        *     Request timed out.
23     *        *        *     Request timed out.
24     *        *        *     Request timed out.
25    *        *        *     Request timed out.
26     *        *        *     Request timed out.
27     *        *        *     Request timed out.
28     *        *        *     Request timed out.
29     *        *        *     Request timed out.
30     *        *        *     Request timed out.

3) Also if you can please log into your ADSL modem and find the Max Attainable and Current line speeds.

RESULTS:
http://s76.photobucket.com/albums/j10/a31cefiro/?action=view&current=NewBitmapImage-1.jpg

Recently I spent approx $1500 on a Sony PlayStation 3 gaming system to play online games with. I have now been banned for lagging due to the slow speeds you are providing. I feel that this is unacceptable and I'm now left with a gaming console I cannot use in the way I intended from purchase, due to no fault of my own.

I have called consumer afairs in regards to this and they have advised me to tell you that I feel you have breached your terms to provide a reasonable service to myself.

If these issues are not resolved, rest assured I will take my money to another company. I also from this point forth deny you any right to bill me from my credit card. I will only pay by other banking methods outlined on your website. If I find you do continue to charge my creditcard, I will be contacting my lawyer as I have clearly let you know that this is no longer an accepted means of extracting money from me.

In regards to your poor service I would be grateful if you would waive the $99 early disconnection fee, to make up for the constant bad service.

Regards,
Mathew Anderson

freitasm

BDFL - Memuneh
79309 posts

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Geekzone

Lifetime subscriber

#92852 29-Oct-2007 09:59

Folks

Today I received an invitation to attend a conference call with Woosh regarding the problems you are talking about here.

This is scheduled for 4pm, so I will post again after the call.

KnumbKnuts

43 posts

Geek

#92853 29-Oct-2007 10:06

Cheers Mauricio - hopefully we'll get some answers... look forward to your next post!

I just rang at 10am... "we are experiencing a high volume of calls... please hold". Nice one guys!

(1) Problem is "heavy users have used up all the bandwidth" We are implementing a "new system" to deal with the problem. (?)
(2) Hopefully resolved by the end of this week.

Anyone else?

Satyr

64 posts

Master Geek

#92856 29-Oct-2007 10:26

I dont like the sound of "we are implementing a new system"

Sounds like they will just cap everything thats useful, but I guess thats pretty much what its like at the moment anyway.

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a31cefiro

10 posts

Wannabe Geek

#92861 29-Oct-2007 11:10

Ok, now I can't upload at all! Nothing, not even change my display picture in instant message programs, or upload a tiny picture online anywhere. I can't attach anything to emails either and I need to send my CV off to someone.

I really hope you get some truth from those guys today in that phonecall.

Yahn

57 posts

Master Geek

#92865 29-Oct-2007 11:30

I called at 10am and a bloke on the Helpdesk called Paul told me that all Orbit customers will be recieving an email later this week. I told him that we could have done with that 10 days ago.He also told me that my contract finished on the 27th and I am now on a Legacy account, which sounds a little strange considering I was told when I signed up last year that if I wanted the "Free" modem and waived Setup costs and churn fee , I needed to agree to a 2 year contract .. Oh well, hopefully all will be revealed soon, . It is really "nice" of them to give more data to the new promotional low end plans though, those guys never get a fair deal.

exportgoldman

1202 posts

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#92877 29-Oct-2007 12:26

freitasm: Folks

Today I received an invitation to attend a conference call with Woosh regarding the problems you are talking about here.

This is scheduled for 4pm, so I will post again after the call.

How did the conference call go? Any news?

Tyler - Parnell Geek - iPhone 3G - Lenovo X301 - Kaseya - Great Western Steak House, these are some of my favourite things.

KnumbKnuts

43 posts

Geek

#92878 29-Oct-2007 12:33

It's at 4pm...

JayADee

2148 posts

Uber Geek

#92884 29-Oct-2007 12:58

Mmm , I work during the day, I'm just eating lunch now and didn't know about the ten am thing until just now.
Let me know what they tell you at four, I'll be working until five at least.

At least they've finally got a story straight. An email even. How communicative of them. Sounds like they're going to go Xtra's route and lump everyone together under a certain cap which we then have to fight over. Or perhaps change the full steam hours to midnight to seven, given a lot of people seem to get decent speeds then...which could just be the affect of the first scheme, I suppose. Though I don't think so, given it seems so tightly timed as to be "switched" on and off at those times.

Sooo, any more details on this legacy account, how much it's going to cost and what you get for it?
I still think I hear xnet calling, or maybe orcon.

Edit: And way to go, Matthew! They better let you off that horrid account, though it annoys me that that's probably exaclty what they want!

kobiak

1615 posts

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Trusted

#92888 29-Oct-2007 13:26

Just finished the conversation with one of the customer support guy who gave me a "clear" answer what is goin on.

- Telecom have limited data on all "unlimited" plans for woosh. It was initially designed to split 20-40 Gb per unlimited user :D (nice unlimited plan with limited data :D);
- news letter for all customers should be send by wendsday;
- he checked if they could cancel the cancelation fee if user signed off before contract ends - they can't do it because I dled ~90Gb per month which is excess data :D

I've claimed that in contract there was not any limitation for data besides no dling between 5pm-12am (no more then 700mb). I've asked if i can talk to anyone who is in charge of contracts and so on... the guy refused to refer me.

That's it... would be looking forward for an explanation reply after 4pm.

P.S. Any one could advise me, what should i do if i could apply for "not acceptable standard of service" that woosh provide in order to waive cancelation fee?

Cheers. Evgeny.

helping others at evgenyk.nz

alexps

40 posts

Geek

#92891 29-Oct-2007 13:52

Mauricio - thanks. But am I the only one who finds it very odd that a business chooses to talk to it's customers via the Site Admin of a forum on a website that has nothing to do with them? Is this the only way communication companies can communicate? I'm sure I gave them an email address when I signed up. Hang on... they gave me one. They must have forgotten it.

Anyway, Mauricio your efforts will be _very_ much appreciated. Shouldn't you be charging them an arbitration fee?

alexps

40 posts

Geek

#92900 29-Oct-2007 14:21

Since last post....

Just rang Woosh again. The _nicest_ possible person has explained everything that they know to date.
It would appear:
- As of 3 weeks ago, Telecom started limiting the bandwidth they were giving Woosh as they are the only ISP running a truly unlimited plan (about 800 customers remain) & there were a significant number of people using >250Gb per month (!)
- This has been compounded by people moving house & taking their flat-rate unlimited plans with them (when they should have been switched to capped plans)
- Telecom didn't tell Woosh they were doing this (!)
- Telecom are now traffic-shaping all the bandwidth they sell 24 hours round-the-clock rather than 5pm to midnight like they used to; this has an impact on Woosh too
- Woosh only found out Friday afternoon & confirmed it this morning (!) hence the reason we have all been told explanations that have conflicted (& conspiracy theories have abounded)
- They genuinely didn't know why we were having these problems until Telecom told them (late last week)
- They have 'senior managers' negotiating with Telecom to resolve this & hope to have more information by the 1st Nov
- They will email everyone affected when they have this information
- They are very sorry at how annoyed everyone is
- When the plans were set-up & launched, they did not anticipate the uptake & excess traffic use of certain customers & the plan is not financially viable. In some cases, they are running at a loss. They are only resellers.

So, to the tune of the South Park movie song... Blame Telecom, Blame Telecom...

Hope some of this helps anyway. The guy could not have been more helpful & apologetic. He also promised to email me personally with news. At last it feels like getting somewhere. It's amazing how an explanation helps customer relations.

I hope Mauricio can add more....

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