Xtra ---> Xnet: I wish I hadn't!

Forums › New Zealand Broadband › Xtra ---> Xnet: I wish I hadn't!

manta

249 posts

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#21781 6-May-2008 19:12

I swithced from Xtra to Xnet (after reading good things of Xnet on the Consumer website) and I really wish I hadn't.

The customer service at Xnet has been OK whilst making the switch, but the 'service' is dreadfully slow; I download podcasts from the BBC but it is now taking about 15 minutes to download a 12Mb file, which is pathetic. Even local traffic has slowed down appreciably in the last few weeks.

So I'm going to either switch back to Xtra, or research faster ISPs. Anyone like to recommend theirs for speed for international traffic in the evenings (NZ time)?

Cheers

Gerard

MikeGayner

183 posts

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#128954 6-May-2008 21:43

I changed from xnet to slingshot due to apallingly slow international speeds. Sure, you can barely understand their staff through the thick accents, and there's a 12 month contract. On the other hand, I can actually use my connection.

manta

249 posts

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Inactive user

#128971 6-May-2008 22:22

Thanks for that, I'll have a look. I can't believe how Xnet can be SO SLOW and yet continue to charge. Clearly the problem is with them if you are getting fast speeds, and I was with Xtra!

Ragnor

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#128979 6-May-2008 22:34

They have a reasonably well acknowledged problem right now with international bandwidth, 6months ago the service was perfect currently it's horrible. Just read some of the other threads here in this section.

The short story is:
- Too many customers too soon
- Problems sourcing more international bandwidth quickly
- Lack of traffic management/engineering to stop the few monopolizing the bandwidth

Fortunately they have no 12 month contract $99 disconnection fee like the other ISPs so basically yes you can just change to someone else straight away right now, probably within 5 days.

However I personally am giving them another month of waiting it out to see if they can fix it because I really like their philosophy of:
- No 12 month $99 disconnection fee
- If you only use 7gb you don't get charged for 10gb/20gb/etc unlike most of the other ISPs
- Competitive pricing
- Call centre/support isn't outsourced to India
- Staff that post on forums like geekzone and gpforums

If you can't live with it change immediately, if you can live with it for a month wait and see if they come up with a decent solution to the current problems, if not change.

grant_k

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#128981 6-May-2008 22:43

Ragnor: ...I personally am giving them another month of waiting it out to see if they can fix it because I really like their philosophy...

If you can't live with it change immediately, if you can live with it for a month wait and see if they come up with a decent solution to the current problems, if not change.

I agree with all the points you mentioned Ragnor, but just have one question for you:

==> Given the complete lack of any stated timeframe for resolution of this problem, on what basis do you believe that anything will change within the next month?

After all, this situation has been getting steadily worse since early February and no committment has been made by anyone from Xnet as to when it will be resolved. I really would like to believe it will be resolved within the next month, but so far, I don't see any facts emerging on which to base this belief, more is the pity...

eXDee

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#128987 6-May-2008 23:08

I can't understand why they havent made this No.1 priority, and fix asap, as in emergency.
If they didnt have this problem i would be with Xnet and not Telstraclear.
They are loosing a lot of customers over it.

Ragnor

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#129000 7-May-2008 00:15

Grant, I haven't left sooner simply because I largely use the net at home after 10pm when the effect isn't as pronounced. If I started work earlier/got home earlier and was using the net earlier I'd probably be long gone.

However, I think they (xnet) have completely shot themselves in the foot with the radio silence on this issue, I'll strongly considering leaving at the end of the month if nothing has been announced with a decent eta.

manta

249 posts

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Inactive user

#129032 7-May-2008 08:58

I'm frustrated with the lack of performance but I do agree that their pricing structure is the most reasonable and I suspect that I will stay with them for a while yet, at least until I have some time and energy to go through the whole research / switching process again. But Xnet ought to acknowledge the situation, if only to say 'Hang on in there!'

On the consumer.org.nz website it is Xtra who get slammed for poor customer service etc, but I was always happy with the speed of their broadband (slowed down a little at peak times but was still very useable) and all my dealings with Xtra customer service were very good; I was only unhappy with their pricing. As is usually the case, you get what you pay for I suppose!

Gerard

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sbiddle

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#129040 7-May-2008 09:29

eXDee: They are loosing a lot of customers over it.

I'm not trying to either defend or attack WxC with this comment but maybe that's what would actually want. If some of the people supposedly causing the problem left then it may be a good thing!

What is happening to WxC at present seems to be part of a vicious cycle that many ISP's have suffered from. Everybody says company X is better so everybody moves. Company X then suffers problems and everybody says company Y is great so everybody moves. Company Y then suffers problem..

Batman

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#129054 7-May-2008 10:10

on the brighter side ... you are now eligible for 6 months of discounted internet another free modem if you go back to xtra!

i have contemplated slingshot, orcon, woosh, xnet and NOW SNAP night owl (as i live in christchurch), but my guts told me to stick with xtra and i've never been disappointed. my only disappointment is if i quit and rejoin i get discounts! hmmm now that sounds mouthwatering?

manta

249 posts

Master Geek
Inactive user

#129115 7-May-2008 13:16

Asking around my workplace, it would appear that most (if not all) ISP's slow down to a greater or lesser extent at peak times. But With a download speed of 300ish kbps for the last few nights Xnet seems to be suffering more than any.

Perhaps Xnet should have declared themselves unavailable for new business until their issues are sorted rather than taking new business (who then become unhappy) and diluting the service yet further for their loyal and long term customers.

Anyway, thanks for the comments so far.

Gerard