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| Thread ID: 102768 | 2009-08-31 21:20:00 | Broadband Complaints | a walker (15215) | Press F1 |
| Post ID | Timestamp | Content | User | ||
| 805816 | 2009-08-31 21:20:00 | What is the commission called where you can make broadband complaints. I remember reading in a magazine a while ago about there being a complaints board and not many people putting in complaints, I know I'm struggling to find it. | a walker (15215) | ||
| 805817 | 2009-08-31 21:24:00 | commerce? | Speedy Gonzales (78) | ||
| 805818 | 2009-08-31 21:50:00 | I thought there was an independent body set up to specifically deal with broadband complaints. | a walker (15215) | ||
| 805819 | 2009-08-31 21:54:00 | These people: http://www.tdr.org.nz/ | somebody (208) | ||
| 805820 | 2009-08-31 21:57:00 | IOG ? (www.nzherald.co.nz) as stated here? | Speedy Gonzales (78) | ||
| 805821 | 2009-08-31 22:12:00 | These people: http://www.tdr.org.nz/ That's the one. Cheers. |
a walker (15215) | ||
| 805822 | 2009-08-31 22:44:00 | IOG ? (www.nzherald.co.nz) as stated here? The IOG is for issues around operational separation - i.e. Telecom breaching its "Chinese walls" for example. |
somebody (208) | ||
| 805823 | 2009-08-31 23:49:00 | Why not post here about your issues you've been having, as they reckon that 90% of the issues submitted to TDR do not need to be and end up being sent straight back to the ISP for resolution anyway. We were able to contact them after weeks of debating with TelstraClear, and how the Exchange in the central Auckland CBD was overloaded and unfit for VoIP as had been promised, then they expected us to pay big $$$... However for most things you can simply ask to speak to the Team Leader of the helpdesk if things are not being resolved. That's what TDR do 90% of the time .. |
Chilling_Silence (9) | ||
| 805824 | 2009-08-31 23:50:00 | Why not post here about your issues you've been having, as they reckon that 90% of the issues submitted to TDR do not need to be and end up being sent straight back to the ISP for resolution anyway. We were able to contact them after weeks of debating with TelstraClear, and how the Exchange in the central Auckland CBD was overloaded and unfit for VoIP as had been promised, then they expected us to pay big $$$... However for most things you can simply ask to speak to the Team Leader of the helpdesk if things are not being resolved. That's what TDR do 90% of the time .. |
Chilling_Silence (9) | ||
| 805825 | 2009-09-01 00:16:00 | Here is a copy of the email I sent TDR: We've been having issues with our broadband ever since we had it connected, I'm pretty sure it was November 2007. For a while we were having issues and I wasn't recording the details because I didn't realise it was giong to become such a major issue. Generally the process is I talked to Level 1 support who try and make me go through a whole series of troubleshooting steps (you can understand my frustration after the amount of calls I've made), from there end it always looks like an authentication issue and they want to change my password, ensure I haven't changed it in the modem, do a hard reset on the modem, etc, etc. This never brings any success so it goes to Advanced Broadband, at times this departments seems to be able to have the issue resolved within the same day, other times they have to send Alcatel to the exchange to service the hardware. I have been told several times that our port has been changed, that the card has been replaced and one that did "major" repairs, yet I have the exact same issue still consistently happening. There was a period where Level 1 support could not see the notes on previous complaints (other support people say this can't happen, but it defiantly has) so I asked someone to collate all the issues into 1 case number, so there should be a case number which has quite extensive notes regarding these issues. Advanced Broadband have been sympathetic with my complaints but can offer no other support other than being a middle man between me the customer and the people doing the repairs. All I know is Telecom offer a service, and this service is constantly unreliable. All I want is a stable connection that doesn't require hours of phone calls and days of down time. It seems to me that extensive repairs on the hardware at the exchange need to happen and it's a shame that I have to go to an independent body to get some action. Details of each case and contact information are below: 05/02/08 - Case Number 156 840 40 - Internet dropped out - Authentication issue 06/02/08 - Case Number 156 840 40 - Advanced broadband brought in to fix issue 11/05/08 - Case Number 155 080 37 - Internet dropped out - Authentication issue 26/05/08 - Case Number 165 039 82 - Internet dropped out - Authentication issue 29/05/08 - Was told by the person who worked on the hardware at the exchange that they have now replaced the card at the exchange with a new one and the issue won't happen again 05/06/08 - Didn't get a case number, after complaint made internet just started working again 03/07/08 - Case Number 168 656 28 - Internet dropped out - Authentication issue 04/07/08 - Outage at the exchange 11/09/08 - Case Number 168 656 28 - Internet dropped out - Authentication issue 05/10/08 - Case Number 168 935 46 - Internet dropped out - Authentication issue 24/03/09 - Case Number 183 068 34 - Internet dropped out - Authentication issue 20/05/09 - Case Number 185 772 19 - Internet dropped out - Authentication issue 05/06/09 - Case Number 186 546 76 - Internet dropped out - Authentication issue 01/09/09 - Case Number 186 546 76 - Internet dropped out - Authentication issue Feel free to ask me any further questions. |
a walker (15215) | ||
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