Senior Representative Demands Unrestricted Access

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Senior Representative Demands Unrestricted Access

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Mad Scientist
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#1986171 30-Mar-2018 19:19

chrispa6e: So I’m not sure if anyone else has run into this before but, I contacted MYR today because my Fibre 1G/500 download speed seems to be degrading further and further.

After several speedtest.net speed tests across two seperate machines with different OS from the router and directly plugged into the ONT using Chrome and for some reason the Windows app that was recommended, I was passed on to a “senior” help desk representative.

Said representative demamanded I download a RAT and give him unrestricted access to my personal computer and home network or else he wouldn’t help me.

Extortion aside, this is a blatant disregard for personal property and privacy. Needles to say the call ended abruptly.

Naturally I wanted to complain but looking at the Tdr website MYR doesn’t seem to be listed.

Has anyone else encountered this?

1. how old are your machines? some older network cards are not capable of 1Gbps

2. i presume you are testing using wired connection/ethernet to the MYR supplied router?

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mattwnz

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#1986174 30-Mar-2018 19:31

Linux: Oh you want the cheapest price and best performance.....that makes sense now lol

Like buying a 1980 Lada and complaining it does not goes as well as a 2018 Toyota Corolla

Linux

To fair, these days consumer ISPs are seen as more of a commodity service these days, where the main point of difference being customer service and where it is based. Also what addons get bundled, and what the enticement is to choose one provider over another. I think MR is more middle of the road in terms of price these days, so I would expect as good a performance as others.

blakamin

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#1986190 30-Mar-2018 20:52

I'm amazed at some of the regular members attitude to this.

Not to mention the arseholery and know-it-all attitude of some of those members.

There's no way in hell I'd let a random "tech" from my RSP to access any of my PCs. There's no "you need to let them to get help" at all.

Some GZrs seems to be getting really unfriendly towards new people lately, so no wonder they come back with an attitude. I'd be telling you to go eff yourselves.

CamH

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#1986215 30-Mar-2018 23:47

blakamin:

I'm amazed at some of the regular members attitude to this.

Not to mention the arseholery and know-it-all attitude of some of those members.

There's no way in hell I'd let a random "tech" from my RSP to access any of my PCs. There's no "you need to let them to get help" at all.

Some GZrs seems to be getting really unfriendly towards new people lately, so no wonder they come back with an attitude. I'd be telling you to go eff yourselves.

I think it's a lot to do with the attitude of the OP. Throwing around words like "extortion" and "demands" starts the thread in a real negative tone.

I'd have to agree with a lot of the posters though. As an IT Provider who is also an ISP, we see about 90% internal network issues and 10% Chorus/UFF issues. In the event that a client calls in and something doesn't work right, we run any tests to the router that we can (if they're using our equipment) and then the next thing we'd do is start testing the internal network, usually over ScreenConnect (like TeamViewer) after running through basic troubleshooting (rebooting, unplugging new devices etc).

I'm not at all a fan of MyRepublic personally, but I don't believe they had anything other than good intentions. No RSP wants to escalate to the LFC unless they're sure that's the issue due to the cost (and time!) involved in having them come out. If MyRepublic had suggested calling our an IT Provider or similar to troubleshoot, I'm sure the OP would be here complaining about that too.

Lias

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#1986218 31-Mar-2018 00:24

blakamin:

There's no way in hell I'd let a random "tech" from my RSP to access any of my PCs.

I second that. It would be a cold day in hell before that happened in my house.

I'm a geek, a gamer, a dad and an IT Professional. I have a full rack home lab, size 15 feet, an epic beard and Asperger's. I'm a bit of a Cypherpunk, who believes information wants to be free and the Net interprets censorship as damage and routes around it.

mattwnz

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#1986220 31-Mar-2018 01:48

blakamin:

There's no way in hell I'd let a random "tech" from my RSP to access any of my PCs. There's no "you need to let them to get help" at all.

Well said.

Funnily enough many people with broadband these days don't have a PC at all, and just have an ipad or other mobile device with a mobile OS. So how would they fix this sort of problem for those users? If people are happy with remote access to a PC that is fine, but it shouldn't be mandatory.

I recently had a problem with a companies website, where the security certificate wasn't working and I was getting errors. They wanted remote access to my PC so they could see the problem, rather than trying to replicate it at their end, which I didn't allow them , as it was their problem to fix, and they did eventually find the problem and fix it.

But I have helped family members out remotely using teamviewer myself, and I did feel a bit weird having the ability to access folders etc if I chose to.

chrispa6e

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#1986223 31-Mar-2018 06:16

1am

http://www.speedtest.net/result/7184710229.png

6am

http://www.speedtest.net/result/7185433489.png

and her is one from 9 months ago

https://photos.app.goo.gl/rhzWoxDQ6hMOEDa23

I'm still waiting for all that amazing knowledge you knowledgeable people were talking about giving this here jerk of a troll with a dangerous amount of little to no knowledge who is just acting silly and had nothing better to do on my friday off than flame this board and be insulted.

And for everyone that is butt hurt about the word extortion maybe go look up what it means.

Even with the proof from another poster that there is most likely an issue with the network you still find it more constructive to insult me and talk about how I'm the one with a bad attitude because I take protecting my right to privacy seriously.

Goosey

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#1986224 31-Mar-2018 07:09

Its a long weekend, this thread has kept me entertained for a second.

Life could be worse... thee could be next to zilch internet. (Wasnt there a fibre link to OZ cut last week)?

When do school hols start.....I'll start making popcorn now..............

Batman

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#1986229 31-Mar-2018 07:49

Lias:

blakamin:

There's no way in hell I'd let a random "tech" from my RSP to access any of my PCs.

I second that. It would be a cold day in hell before that happened in my house.

Yes but one does not have to foul mouth the poor CSR on the telephone. Just politely decline and explore other options.

chrispa6e

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#1986230 31-Mar-2018 07:51

Batman:
Lias:

blakamin:

There's no way in hell I'd let a random "tech" from my RSP to access any of my PCs.

I second that. It would be a cold day in hell before that happened in my house.

Yes but one does not have to foul mouth the poor CSR on the telephone. Just politely decline and explore other options.

I’m sorry, could you please point out where I foul mouthed the CSR?

michaelmurfy

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#1986234 31-Mar-2018 08:30

@chrispa6e There are many people in this community who do know what they're talking about, and who are trying to help. I see during this entire thread you're trying to "fight" with everyone here. If you post, then be prepared to be asked questions. I honestly think this thread is going nowhere and you're soapboxing but this is also something you've got to actually allow somebody to help if you want to be helped. Honestly, stop being that guy and take a step back.

Problems happen - this doesn't mean you should be released from your contract. If you read Geekzone then you'll note that MR have had problems in the past. You can't expect to pay bottom dollar and not have problems. If you want fast internet then you're best to actually pay for it instead of going with the cheapest provider (look at my blog post in my signature).

But, the thing is you've signed a contract - and that contract lists speeds as being best effort. The speeds you're getting are in-fact totally fine but I do agree there is a fault here.

Honestly, stop being difficult and even think of a way around this. I see you're running Linux in one case - what is stopping you from setting up a VM in Virtualbox for them to have remote access to? What is stopping them from having access to a limited user account?

I think you're just soapboxing and this isn't allowed here. Listen to people on here and at MR and stop being difficult. Also, list your router model, what you're testing off, if you've tested off another OS / Router etc. You have not been clear in any one of your posts.

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sbiddle

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#1986235 31-Mar-2018 08:34

chrispa6e:

1am

http://www.speedtest.net/result/7184710229.png

6am

http://www.speedtest.net/result/7185433489.png

and her is one from 9 months ago

https://photos.app.goo.gl/rhzWoxDQ6hMOEDa23

I'm still waiting for all that amazing knowledge you knowledgeable people were talking about giving this here jerk of a troll with a dangerous amount of little to no knowledge who is just acting silly and had nothing better to do on my friday off than flame this board and be insulted.

I assume that once again the above 2 tests overnight are from a web browser and not the speedtest.net Windows app? If so they still provide no evidence that there is actually an issue.

As explained above multiple times (and demonstrated in probably 30+ very similar threads on here) browser based testing can deliver highly inaccurate results. Until you can provide what is required to actually determine whether you have a fault, I'm still not convinced there is anything wrong with MR or your LFC at all especially with perfect latency and similar results at multiple times of the day.

I'm not aware of a single Gigabit thread on here were the issue wasn't a PC or router issue with the person complaining about poor speeds. Numerous RSP staff (particularly Spark staffers) who investigate have also pointed out that on literally 99% of occasions the issue is always with the PC, router or testing methodology.

RunningMan

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#1986238 31-Mar-2018 08:45

@chrispa6e I've posted this previously, but perhaps you missed it.

It is quite reasonable for @MyRepublic to ask for remote access - it's clearly a common troubleshooting tool that they use and refer to on their website.

It is also quite reasonable for you to refuse that request, based on the reasons you (and others) have given.

If the CSR you spoke with is not prepared to troubleshoot using any other method, then simply contact MyRepublic using a different method yourself. They have options on the website, use them.

I'd also suggest running a series of continuous pings to each hop along the way to the speedtest server, while the speedtest is in progress - that may help isolate the problem area.

EDIT: Did fix the bad spulling

chrispa6e

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#1986259 31-Mar-2018 08:53

RunningMan:
@chrispa6e I've posted this previously, but perhaps you missed it.

It is quite reasonable for @MyRepublic to ask for remote access - it's clearly a common troubleshooting tool that they use and refer to on their website.

It is also quite reasonable for you to refuse that request, based on the reasons you (and others) have given.

If the CSR you spoke with is not prepared to troubleshoot using any other method, then simply contact MyRepublic using a different method yourself. They have options on the website, use them.

I'd also suggest running a series of continuous pings to each hop long the way to the speedtest server, while the speedtest is in progress - that may help isolate the problem area.

I used them, I spent a 1/2 hour using the web chat and doing every dam test they requested I did post this previously and perhaps you missed it.

Tested using your precious windows app that does exactly the same thing as a chrome or edge window from a different computer directly from the ONT no router with exactly the same results.

I was then passed to a senior rep who refused to help because I wouldn’t give him access to my private computer.

You all act as though I have no idea what I’m talking about but who do you think these Layer 3 reps call when they don’t no what else to do?

RunningMan

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#1986260 31-Mar-2018 09:03

chrispa6e: I used them, I spent a 1/2 hour using the web chat and doing every dam test they requested I did post this previously and perhaps you missed it.

Just re-read the thread, and I can't see where you contacted them via web chat.

chrispa6e: Tested using your precious windows app that does exactly the same thing as a chrome or edge window from a different computer directly from the ONT no router with exactly the same results.

I didn't mention a windows app, precious or otherwise.

chrispa6e: I was then passed to a senior rep who refused to help because I wouldn’t give him access to my private computer.

You all act as though I have no idea what I’m talking about but who do you think these Layer 3 reps call when they don’t no what else to do?

Ghostbusters?

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