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Topic # 86432 6-Jul-2011 19:51
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Didn't catch the whole article, but find it very interesting that people just assume that Telecom has to provide every home service and there was such a stupid article on FG.

Telecom don't provide service 6.5k from their exchange... so... 

We've had two decades of a deregulated market where we want more than o9ne provider... so go look for a different provider.

These home owners should be told to get over it and just look for someone else to provide service.

...or am I just missing the point?!

 




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  Reply # 490230 6-Jul-2011 19:54
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Saw most of the segment, and the big issue was that they appear to have purchased the house on the verbal confirmation from Telecom that broadband was available.

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  Reply # 490240 6-Jul-2011 20:10
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... and surely Telecom should be aware of their own limitations (6km) and how to check a map to find distances out...??

If it was going to be borderline it should've been stated as such.

PS: Can't stand how the neighbour decided that 240kbit/sec was 'slower than dialup'. These people don't remember dialup. Arrrrrrgh!




 
 
 
 


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  Reply # 490242 6-Jul-2011 20:13
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BlakJak:
PS: Can't stand how the neighbour decided that 240kbit/sec was 'slower than dialup'. These people don't remember dialup. Arrrrrrgh!


ya, that comment did amuse me too.




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  Reply # 490245 6-Jul-2011 20:18
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quite funny to see Retail and Chorus arguing about who's fault it is that the online checker doesn't work properly.  A sign of things to come with structural separation.....

I do feel for the couple though.  obviously very upsetting for them.

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  Reply # 490251 6-Jul-2011 20:38
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NonprayingMantis:
quite funny to see Retail and Chorus arguing about who's fault it is that the online checker doesn't work properly.  A sign of things to come with structural separation.....

I do feel for the couple though.  obviously very upsetting for them.



 

Yes I thought that was interesting too. Currently I believe retail and network are still the same company, so it looks like they were blaming different departments in the same company. I didn't think fair go did a particularly good job of that story, and they should have picked that up.

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  Reply # 490263 6-Jul-2011 21:09
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I still don't understand how they get Wireless out if it?

I know people who are well within limits but still can't get broadband because of certain equipment still in use ( Line Concentrator ) oh the horror... 

And this couple get a years wireless out of it?? Foot in mouth 

Story wasn't that good to be honest ( People still going to bash telecom for this )  

SCM

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  Reply # 490334 6-Jul-2011 22:53
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wireless? I thought it was discounted satellite lol.

Sure will be interesting to see what happens when Chorus and Telecom separate though.




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  Reply # 490348 6-Jul-2011 23:17
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Reminds me of a time when I had some issue with dialup. I rang Xtra who told me to ring Telecom, who told me to ring Telecom Faults, who told me to ring Xtra, at which point I said 'actually...'

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  Reply # 490371 6-Jul-2011 23:59
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When I moved back to NZ, a must have was a broadband connection so I could operate my business.

Telecom were obstructive to say the least. Having chosen a possible house, I contacted telecom to determine internet connectivity.

Despite my explanation that I could not move into the house unless it could receive broadband, telecom said that it should be possible but it was still at my own risk.

I've moved several times, and it was the same each time.

Telecom need to provide better assurance.

Felt sorry for these people on fair go, they were shafted. Telecom / chorus should have known that they were out of range.

I wonder, if they can get wireless 3g until their house is cabinetised (this was mentioned at the end of the story). Satellite is no good.



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  Reply # 490374 7-Jul-2011 00:07
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wreck90: When I moved back to NZ, a must have was a broadband connection so I could operate my business.

Telecom were obstructive to say the least. Having chosen a possible house, I contacted telecom to determine internet connectivity.

Despite my explanation that I could not move into the house unless it could receive broadband, telecom said that it should be possible but it was still at my own risk.


there really is no way to know at the time. There might be a free port when you phone up to check, but it could be filled by another person (and another ISP) by the time you actually order the connection.
They can't reserve ports weeks ahead of time without a service order or else the first ISP in would just reserve all the available ports and nobody else could sign up a customer.

The couple in fair go were complaining that Telecom assured them BB would be available. Had Telecom said it 'might' be available it would have been a different story (could also have been an issue of language barrier) - but your problem was exactly the opposite - Telecom didn't provide the guarantee to you, and that annoyed you. IMO they did the right thing for you by not making any promises they couldn't keep, but I guess you can't please everyone. 

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  Reply # 490387 7-Jul-2011 07:31
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NonprayingMantis:
wreck90: When I moved back to NZ, a must have was a broadband connection so I could operate my business.

Telecom were obstructive to say the least. Having chosen a possible house, I contacted telecom to determine internet connectivity.

Despite my explanation that I could not move into the house unless it could receive broadband, telecom said that it should be possible but it was still at my own risk.


there really is no way to know at the time. There might be a free port when you phone up to check, but it could be filled by another person (and another ISP) by the time you actually order the connection.
They can't reserve ports weeks ahead of time without a service order or else the first ISP in would just reserve all the available ports and nobody else could sign up a customer.

The couple in fair go were complaining that Telecom assured them BB would be available. Had Telecom said it 'might' be available it would have been a different story (could also have been an issue of language barrier) - but your problem was exactly the opposite - Telecom didn't provide the guarantee to you, and that annoyed you. IMO they did the right thing for you by not making any promises they couldn't keep, but I guess you can't please everyone. 


Given broadband is so important for some customers, this is exactly why telecom must improve this process.  People might spend hundreds of thousands on a house, then find out they cannot live there because broadband is unavailable.

I don't see why they cannot 'reserve' and pretest these ports for certain addresses.  They could even charge a fee for doing so.   If a hotel can make reservations, why not telecom?  

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  Reply # 490390 7-Jul-2011 07:55
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wreck90: When I moved back to NZ, a must have was a broadband connection so I could operate my business.

Telecom were obstructive to say the least. Having chosen a possible house, I contacted telecom to determine internet connectivity.

Despite my explanation that I could not move into the house unless it could receive broadband, telecom said that it should be possible but it was still at my own risk.

I've moved several times, and it was the same each time.

Telecom need to provide better assurance.

Felt sorry for these people on fair go, they were shafted. Telecom / chorus should have known that they were out of range.

I wonder, if they can get wireless 3g until their house is cabinetised (this was mentioned at the end of the story). Satellite is no good.




To be honest I never understood this demand for certainty, there are so many factors that would potentially stop this from happening. Imagine what would happen if the condition of sale/purchase of a house could legally be made Telecoms responsibility. If I needed it this badly, I would have paid to have an onsite inspection by telecom of the building in question.  If you are buying a house a $150 call out fee for something so critical to you doesn't seem unreasonable.

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  Reply # 490397 7-Jul-2011 08:31
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networkn: 

To be honest I never understood this demand for certainty, there are so many factors that would potentially stop this from happening. Imagine what would happen if the condition of sale/purchase of a house could legally be made Telecoms responsibility. If I needed it this badly, I would have paid to have an onsite inspection by telecom of the building in question.  If you are buying a house a $150 call out fee for something so critical to you doesn't seem unreasonable.


It doesn't sound like they were made aware that an inspection was an option. They rang up, asked if they could get broadband and were told they could.

If I rang up and asked if I could get a service at an address and was told I could then I would presume that the  service provider had systems in place that told them whether or not they could provide a service. It's not up to consumers to be experts on this stuff, it's up to the providers.

Most consumers have no idea about how ADSL works and don't understand how distances to the exchange works. They just presume it will unless told otherwise. This couple didn't presume - they actually rang up and checked. Telecom didn't give them informed advice and that was the issue.

As another post said - if they had been told the area was marginal or that the exchange was full and there may or may not be service available then it's a totally different story.

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  Reply # 490413 7-Jul-2011 09:05
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I for one dislike the use of the word 'broadband' where they actually mean 'ADSL'.

Yes, availability of ADSL is important for a residential address.

But there are other (business grade) Broadband options:

- Wireless
- Satellite
- Fibre

All of which provide options where ADSL may not be availble.

I agree it'd be nice if the process were a little more consumer-friendly however. It's actually ridiculous for ADSL to be the only form of consumer broadband to be readily available, but there being no options for consumers to be able to push the process along when there's capacity issues. Heck, what happens when the area has fibre in the loop...?




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  Reply # 490417 7-Jul-2011 09:12
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Didn't see it but I can sympathise a little with that during moves having been told by telecom adsl is available then afterwards getting a letter which says actually adsl is not available in your area and we'll let you know.

I was not surprised at all the second time but the first was irritating to say the least.

I think fundamentally the problem is they cannot be 100% sure but they neglect to say this sometimes especially if other factors have made them overconfident like all the surrounding locations have adsl for example.

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