Slingshot connectivity issues

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freitasm

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#93956 6-Nov-2007 16:18

hellonearthisman: I withdraw and apoligies Mr freitasm for my random assoication regarding ms and the geekzone. I'll go want in the car now.

No worries. I didn't take it at all. I do have a relationship with Microsoft - I am a Microsoft MVP, I know a few people at Microsoft here and overseas and I participate in events they organise. No questions about that. It's just that when things are bad I will say they are. There's nothing else...

euanandrews

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#93964 6-Nov-2007 16:47

Cokemaster

You must be quite amused by what has transpired here!

Just a question though...

Have you contacted, or been contacted by, Bites?

If so, has this issue been satisfactorily resolved?

bites

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#93965 6-Nov-2007 16:49

TheBartender: Cokemaster

You must be quite amused by what has transpired here!

Just a question though...

Have you contacted, or been contacted by, Bites?

If so, has this issue been satisfactorily resolved?

And if not feel free to contact me.

Cheers,
B

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#93969 6-Nov-2007 17:09

bites:
TheBartender: Cokemaster

You must be quite amused by what has transpired here!

Just a question though...

Have you contacted, or been contacted by, Bites?

If so, has this issue been satisfactorily resolved?

And if not feel free to contact me.

Cheers,
B

Ok, so from that statement we can guess you have not contacted Cokemaster yourself...

If he was to contact you though, do you have the official capacity to resolve this issue?

Or are you just a mouthpiece for your employers?

paradoxsm

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#93990 6-Nov-2007 18:24

Note to self.... Never go with Slingshot, oh wait, I have already written that note before!!!...

Friend just got letter in post from slingshot saying "we are going to put up your internet price next week as you are not direct dialling with slingshot as per the agreement".
Nice of them to just assume this and send out a nasty letter.

She's actually still direct dialling with slinghot but uses mobile for her calls so has no calls billing.

And of course she gets quite a number of telemarketing calls from them trying to sell extra stuff.

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#93998 6-Nov-2007 18:53

bites:
Wow .. this is grossly incorrect... the person you were speaking to is completely incorrect, I'd like to get your account details and contact that rep directly to "correct" that grossly incorrect information.

At no point do we "block or limit" traffic at all beyond the clearly stated 64k when you reach your bandwidth limit.

If you would like to discuss the issue cokemaster .. as you've stated .. there is a forum where we can investigate your issue with the appropriate details... or alternatively email me the details:

Gamesmaster@slingshot.co.nz

Cheers,
B
Callplus/Slingshot Operations

Do you have a staff only domain like team.slingshot.co.nz (that is used by slingshots contact centres?) address that I can email to (you can PM it to me)? I'm just a little cautious about emailing account details to what could be a domain used by Slingshot customers or staff.

I would ideally like to get this issue resolved as soon as possible so that it doesn't happen in the future. The representative that I spoke to last time applied a data block to the account which placed it back onto a FS-128kbps profile, which doesn't seem to be affected, unlike when it is capped at 64kbps/'dial up speeds', however as documented in my blog - has also stated that it isn't an issue and is covered under the slingshots terms and conditions amoung other things.

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Se7ensyns

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#94006 6-Nov-2007 21:19

Okay I have read this topic from start to finish and had to have a quiet laugh. Man what some people get worked up about. Well I HAD to post this from the consumer magazine report that was released to subscribers....

"Slingshot: "I'm happy with the price and plan. But, ye gods, trying to speak to a customer service person ... you might as well try for the moon. The shortest wait I've experienced was 12 minutes, the longest (which is the more typical) 40 minutes."

now this is one persons view but then we look at the some further results from over 10000 readers.

Overall Rating ISP's
11th out of 15 (510 respondents with slingshot Probably sitting around the high 60% to low 70% mark averrage - 61%)

Broadband ISP's overall rating
Slingshot 9th out of 14 (403 respondents once again around the high 60% - low 70% where average - 60%)

Dial up ISP's overall rating
9th out of 10 (107 respondents sitting around low 60% average 66%)

Service and Performance.
Slingshot Service and Support
Customer service = Average

Helpdesk = Average

Online help-page = above average (this must be the forums bites was talking about so well done)

Slingshot Problems
Slow connection speeds = Average
Disconnections and drop outs = Average
Failed dialup connection attempts = average.

Now I am not slingshot bashing as I cant talk as I belong to xtra and have done so for over over 12 years (since the day the started or therabouts) but I happened to change providers last night while reading variours forums (including this one) and checking out consumer reports etc. I organised my change yesterday and was up and running with them by 8:30pm that night WOW is all I can say. Now this new provider is not in the top 3 in the latest survey so I guess I will have to see how it goes but so far so good and the VOIP service could be useful btw I did not realise the survey was out until I changed but seeing some threads in here helped my make my decision and customer service goes a long way with me.

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antoniosk

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#94008 6-Nov-2007 21:24

Well, at least people have stopped assuming Mauricio has his own personal CMTS for cable access on TelstraClear (!).

I've been flat out for the last few months and not really paying attention to whats on the site, but I really had to read and re-read the cause of emotion in this chain.

Seems to me it's to do with the danger of email and not reading what's written down. A sideways reference to an independant survey, combined with users legitimately complaining of poor service - wherever the fault may lie - and you have great flame war to read.

Nice to see MF's south american blood hasn't cooled too much for living in NZ.....

This is a really simple object lesson to me:
1. Are you speaking on behalf of your employer? then be really clear, and be really prepared for what it means!
2. Get that if someone is complaining it's because their experience doesn't work, regardless of where the fault is. I have yet to come across anyone so pathetic they bleat because they can - it's taken me 10 mins of my life just to write this...

3. Do your best to help.

My internet connection at home has gone faulty - I use TelstraClear and I work for TelstraClear - and I got support like any other customer. I called the public number, got through within 2 minutes, spent 15 minutes with Complex Faults, and discovered there is massive signal loss in my area (15dB). Tech booked, he didn't come today but I got called tonite and he is rebooked on Thursday.

Shift happens. Sometimes you get a great experience, and sometimes you don't. But acknowledge, do your best to fix, ignore surveys and get on with it.

WXC is great today? fantastic. So was Slingshot once upon a time. When WXC gets many thousands of customers they will face the service conundrum everyone else does. Round and round it goes.....

By the way Maurico, the gold-plated ducting for your personal fibre has been ordered, and a 1gbps port reserved on the ERX.....

________

Antoniosk

Se7ensyns

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#94010 6-Nov-2007 21:35

antoniosk:

This is a really simple object lesson to me:
1. Are you speaking on behalf of your employer? then be really clear, and be really prepared for what it means!
2. Get that if someone is complaining it's because their experience doesn't work, regardless of where the fault is. I have yet to come across anyone so pathetic they bleat because they can - it's taken me 10 mins of my life just to write this...

3. Do your best to help.

My internet connection at home has gone faulty - I use TelstraClear and I work for TelstraClear - and I got support like any other customer. I called the public number, got through within 2 minutes, spent 15 minutes with Complex Faults, and discovered there is massive signal loss in my area (15dB). Tech booked, he didn't come today but I got called tonite and he is rebooked on Thursday.

Shift happens. Sometimes you get a great experience, and sometimes you don't. But acknowledge, do your best to fix, ignore surveys and get on with it.

WXC is great today? fantastic. So was Slingshot once upon a time. When WXC gets many thousands of customers they will face the service conundrum everyone else does. Round and round it goes.....

I agree brown sticky stuff happens and I have swtiched providers on more than one occasion due to continuing issues and it is around customer service. One reason I keep going back to Telecom is their voice and mobile customer service and billing system its not their pricing or necessarily products as if I wanted a cool mobile I would go to vodafone but I hav ebeen down that road as well for reasons already mentioned.. The thing you have to ask yourself is how long do you put up with it? and how do you deal with it and the criticism in an appropriate and open minded way?

bites

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#94013 6-Nov-2007 21:48

cokemaster:
Do you have a staff only domain like team.slingshot.co.nz (that is used by slingshots contact centres?) address that I can email to (you can PM it to me)? I'm just a little cautious about emailing account details to what could be a domain used by Slingshot customers or staff.

Unfortunately I personally dont have one of those email addresses, my address pre-dates that naming convention :)

However if you would like to email me at brianw@callplus.co.nz or alternatively you can pm ops via slingshots forums, contact details there are identical :)

cokemaster:
I would ideally like to get this issue resolved as soon as possible so that it doesn't happen in the future. The representative that I spoke to last time applied a data block to the account which placed it back onto a FS-128kbps profile, which doesn't seem to be affected, unlike when it is capped at 64kbps/'dial up speeds', however as documented in my blog - has also stated that it isn't an issue and is covered under the slingshots terms and conditions amoung other things.

Ideally thats my overall goal, and nature. At no point should ANYTHING be limited in my opinion however, the plan your in probably has a cap (guessing as most do ... remembering I dont have any details at this point)... and once this cap as stated your limited to 64K ... which is fairly standard ... again guessing.

Now if there is any problem getting to 64K in said cap, then thats the first I've heard, and I'm definately able to get this resolved immediately.

As well as the immediate issue .... internet need to be fixed, then the next issue is the flow of information and why there was such a delay. Thats something I'm aware they have been working on .. but I'm not directly in contact with very often :)

Cheers,

bites

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#94437 9-Nov-2007 11:52

bites:
cokemaster:
Do you have a staff only domain like team.slingshot.co.nz (that is used by slingshots contact centres?) address that I can email to (you can PM it to me)? I'm just a little cautious about emailing account details to what could be a domain used by Slingshot customers or staff.

Unfortunately I personally dont have one of those email addresses, my address pre-dates that naming convention :)

However if you would like to email me at brianw@callplus.co.nz or alternatively you can pm ops via slingshots forums, contact details there are identical :)

cokemaster:
I would ideally like to get this issue resolved as soon as possible so that it doesn't happen in the future. The representative that I spoke to last time applied a data block to the account which placed it back onto a FS-128kbps profile, which doesn't seem to be affected, unlike when it is capped at 64kbps/'dial up speeds', however as documented in my blog - has also stated that it isn't an issue and is covered under the slingshots terms and conditions amoung other things.

Ideally thats my overall goal, and nature. At no point should ANYTHING be limited in my opinion however, the plan your in probably has a cap (guessing as most do ... remembering I dont have any details at this point)... and once this cap as stated your limited to 64K ... which is fairly standard ... again guessing.

Now if there is any problem getting to 64K in said cap, then thats the first I've heard, and I'm definately able to get this resolved immediately.

As well as the immediate issue .... internet need to be fixed, then the next issue is the flow of information and why there was such a delay. Thats something I'm aware they have been working on .. but I'm not directly in contact with very often :)

Cheers,

Still havent heard from you cokemaster ... I see the blogs been updated ... but no mention of the issues?

Hows it going? ... ?

cokemaster

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#94499 9-Nov-2007 18:08

Thats strange because I did email you. I'll resend it again.

The issue is no longer an issue for the time being as they've temporarily added on another block of data, returning the connection to full speed. As the issues seem to really only appear at the throttled rates, they've gone away for now.

However there are times where we are going to get throttled and there shouldn't be a need for secondary connections.

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#94583 10-Nov-2007 18:30

Did you receive that second email?

I've confirmed that its not an Yahoo!Xtra email issue as mail is defintely being delivered to other email accounts both XTRA and ones on my own mail server.

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bites

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#94781 12-Nov-2007 10:50

cokemaster: Did you receive that second email?

I've confirmed that its not an Yahoo!Xtra email issue as mail is defintely being delivered to other email accounts both XTRA and ones on my own mail server.

Got the email cheers,

As per the email, I'm currently abroad on training, however I'm continuing to investigate ..

Cheers Cokemaster,
B

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