TrustPower UFB 100mbs/20mbps Issues

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XinfinityoO

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#202053 15-Sep-2016 11:27

I am in Wellington Region (Taita/Lower Hutt). I am with TrustPower on the unlimited UFB 100/20 deal. The problem I am facing is that between 6pm - 11pm i get speeds between 10-30mbps. It starts of with 30 and as the night goes by it reduces to around 10-15mbps. I know it is peak time but getting that speed is absurd and unacceptable (well I feel that way). I have complained to TrustPower and they are sating they have issues with "crossover link" in Wellington. I have no idea what that is. It has been 17 days since i have reported the problem without any resolution.

I would like to know if anyone else with TrustPower in the same region faces the issue, what is this crossover link? and does all UFB/ISP providers uses the same network/UFB wholesaler or there are multiple networks they use. Would changing the ISP make a difference?

Thanks

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#1630795 15-Sep-2016 11:29

in a nut shell trust-power dont have enough bandwidth going outside of Wellington to trustpowers national network during peak time, until they add more or fix any issues with the current link nothing will change :)

changing UFB providers would make a difference as most ISP's now have their own links

ubergeeknz

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Vocus

#1630798 15-Sep-2016 11:30

I would assume they meant "handover link" in which case it's not something that can be increased overnight.

XinfinityoO

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#1630801 15-Sep-2016 11:38

could someone suggest an ISP which has their own link and provides better speed during those time. Really unhappy with TP

ubergeeknz

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Vocus

#1630810 15-Sep-2016 11:53

I'd suggest checking in with them to see if there is any update first. You might find that they are just about to resolve the issue and you would have changed for nothing.

XinfinityoO

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#1630811 15-Sep-2016 11:56

its been 17 days and i call them up daily, still no fix or solution. I would hate paying the termination fees but those are the time i use my internet when i get home from work. I will wait a week or so and then may probably change. So just looking around for better ISP with a good link

richms

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#1630819 15-Sep-2016 12:08

Tell them it is not fit for purpose and you will not be paying any termination fees, and you want a credit for the 2/3 of a month it has been underperforming.

Richard rich.ms

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Pumpedd

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#1630828 15-Sep-2016 12:17

You could also ask for a substantial discount on your monthly charge until its fixed.

Thats what Vodafone did with cable customers....but you did have to request the discount.

quickymart

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#1630958 15-Sep-2016 14:27

Why go with Trustpower, just out of interest?

XinfinityoO

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#1631331 15-Sep-2016 21:17

they had this deal going one..plus my power was with energry direct and it moved to TP ..regret it now

BarTender

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#1631356 15-Sep-2016 21:58

XinfinityoO:

its been 17 days and i call them up daily, still no fix or solution. I would hate paying the termination fees but those are the time i use my internet when i get home from work. I will wait a week or so and then may probably change. So just looking around for better ISP with a good link

3 week should be enough time to sort out a new handover as there would have been plenty of warnings prior to the link saturating that it was nearing capacity. But then again if they only provisioned a 1GB handover and need to move to a 10GB one then that is non-trivial activity for a non-trivial cost.

Don't have these sorts of issues on Spark. As Spark always try their very hardest to run as a un-congested network so typically when handover links get over 70% a new one is purchased from the LFC.

You may pay a bit more for the service, but that's what paying more gets you.

As always, you get what you pay for.

Linux

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#1631363 15-Sep-2016 22:01

Friends don't let friends join Trust power for a Internet connection

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richms

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#1631375 15-Sep-2016 22:21

Just because they offered a deal doesnt mean they should be allowed to get away with pedding a quarter-arsed service to people.

Richard rich.ms

XinfinityoO

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#1631541 16-Sep-2016 09:31

i am going to tell them i am leaving their service but not going to pay termination fees or i will make a complain as per this site

https://www.govt.nz/browse/consumer-rights-and-complaints/consumer-rights-and-complaints/complain-about-your-isp/

raytaylor

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#1632045 17-Sep-2016 10:30

Sounds like trustpower have been selling below cost.

Ray Taylor

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coffeebaron

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#1632138 17-Sep-2016 12:20

raytaylor:

Sounds like trustpower have been selling below cost.

Yep big time!

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