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Thread ID: 74237	2006-11-15 20:40:00	Another Telescum incident...	CYaBro (73)	PC World Chat

Post ID	Timestamp	Content	User
499459	2006-11-15 20:40:00	<rant> Been helping one of my customers who has been having problems connecting to the internet. The story: On Tuesday afternoon the customer lost their internet connection. After speaking to them over the phone and getting them to reboot router etc they still had no connection. I went on site and found that the router was getting no ADSL signal on the line at all. So they called their cable guy to come and check phone lines etc. They said they are all OK and so is the in-line ADSL filter and to contact their internet provider. Now, my customer has their phone lines with Telstra but their ISP is Xtra. It has been this way for a long time. They called Xtra and explained the problem. Xtra say the problem is Telstra's because they look after the customers phone lines. They also said that because the customer has their lines with Telstra that they have to have their internet with Telstra as well. ???? Never heard that before. So customer rings Telstra and explains the problem to them. Telstra say the same thing, that customer should have their internet connection with Telstra because their phones are with them. Now here's the kicker... It turns out that Telecom / Xtra, since about October 2004, have been disconnecting businesses who have their phones with Telstra but their internet connection with Xtra. No warnings, no letter explaining etc, they just disconnect them. And not only disabling the login with Xtra but actually sending out a tech and removing the ADSL from the line! My customer relies on their internet connection for pretty much everything they do. They log into an ASP for all their applications and they also host their own software on a server that has remote users. They had a static IP address with Xtra which they have now lost so all remote users will need to reprogram VPNs etc with whatever static IP they get from Telstra. What a nightmare! </rant>	CYaBro (73)
499460	2006-11-15 21:47:00	That does seem to be the way they work, a similar thing happened to me over a year ago, when I had to move from Paradise with Telecom Jetstream because Telecom said I was in a TCL cable area, despite the nearest cable terminations being 500 metres away. After 3 months of battling, much too detailed and involved to explain, I eventually got hooked up to Telstra Clear for ADSL, and they had my tolls. Then I was being doubled billed, Telstra and Telecom for IP services. When I asked Telecom for a revised bill because I was not getting ADSL from them, they switched off ADSL at the exchange with no warning. I could not get back onto Telstra because "you are in a Telstra cable area" rigmarole started up all over again.	Terry Porritt (14)
499461	2006-11-15 23:34:00	Well seems to me its not a "Telescum" incident. Its a Telstra scum incident too.	pctek (84)
499462	2006-11-15 23:48:00	Well seems to me its not a "Telescum" incident. Its a Telstra scum incident too. No Telstra have got the connection up and running no problems. Telecom / Xtra are the ones that caused the problem by disconnecting the ADSL without any warning or notice and then wouldn't reconnect it.	CYaBro (73)
499463	2006-11-15 23:52:00	Well seems to me its not a "Telescum" incident. Its a Telstra scum incident too. It actually sounds more of a Telstra problem, as they should have contacted the customer to inform them that they had to also have their internet with them. Telecom would have been wholsaling the connection to Telstra who would have been reselling it. There isn't enough detail from the poster regarding contracts to comment further	rogerp (6864)
499464	2006-11-16 00:38:00	The question is why do they have to have their internet with their phone provider? I thought the whole business of Telecom supplying wholesale DSL etc was so that the customer had more choice as to who they want to use as ISP. Why are they forced to use Telecom for both or Telstra for both? Also, they had the original setup for about 2 years, why suddenly is it a problem?	CYaBro (73)
499465	2006-11-16 01:23:00	On the Telstra site you find "If you are a residential or Home Business, please refer to the TelstraClear Residential Broadband packages for pricing options." and there you find "If you already have Telecom Jetstream™ or Xtra Broadband™ you will need to select a PDQ Broadband plan in order to have HomePlan. If you do not select a PDQ Broadband plan, or you fail to advise us that you have these services with Telecom, we will transfer these services to an equivalent TelstraClear HighSpeed Internet Plan (ADSL) (prices and specifications of service will differ to what you currently have with Telecom). You are obliged to pay TelstraClear for these services in this instance." Maybe the paperwork was lying on someone's desk at Telstra :-)	PaulD (232)
499466	2006-11-16 01:25:00	A lot of it is to do with the TelstraClear versus Telecom versus TelstraClear saga, starting with Telecom versus Saturn. However if you read up on the latest TelstraClear PDQ offerings you have to have your phone lines through Telstra too. This does not necessarily apply to other ISPs, just TCL AFAIK. www.telstraclear.co.nz The old plans are no longer available, so it seems they are coming to an end for those who are on them, and being moved across to PDQ? The lack of communication from both ISPs is not good, but to blame each other for any cock-up seems par for the course in the ISP/Telecom world.	Terry Porritt (14)
499467	2006-11-16 02:49:00	And not only disabling the login with Xtra but actually sending out a tech and removing the ADSL from the line! O_o I didn't know a tech needed to come out and remove the internets from your phoneline? I thought they just turn it off at their end..	roddy_boy (4115)
499468	2006-11-16 05:37:00	O_o I didn't know a tech needed to come out and remove the internets from your phoneline? I thought they just turn it off at their end.. The wiring from the cable pair to your house to the telephone switching equipment needs to be physically diverted through the ADSL gear. It isn't something that is done for all connections on the off-chance that they might want broadband. A change from 1 isp to another should only take a configuration change that can be done remotely	PaulD (232)
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