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Thread ID: 66572	2006-02-27 21:20:00	Okay Telecom & Xtra haters, lissen up.....	Billy T (70)	PC World Chat

Post ID	Timestamp	Content	User
434351	2006-02-27 21:20:00	Nokia i500 adsl router on full speed Jetstream (up to 6mbps download and 600mbps upload, more or less and a 1GB cap). I have been having an intermittent DSL connection problem that occasionally saw me able to log on with Xtra but not receiving an IP address in return. Telneting the Nokia confirmed the successful logon handshake but showed "# DISABLED" in place of an allocated IP address. This would usually happen on the weekend for some reason and the delay in restoration of service was from 30 minutes up to 2-3 hours. Telecom didn't actually have to do anything, it would come back of its own accord. Sunday it took a turn for the worse, dropping the connection twice and taking extended boot times just to establish the adsl link, let alone complete the handshake routine. I called Xtra (answered within 2 minutes) and after looking into it on line they passed me on to a tech who suspected the Dslam card and gave me a number to call next time it dropped out. Last night it dropped out again and this time the Xtra helpline warned of a 15 minute wait. My call was answered in 3 minutes and after referencing my case number a prompt decision was made to get Telecom to check the exchange. I got a call from a Telecom Tech at the exchange at 9:00 this morning to advise that he was swapping out the card and to warn me that my service would be down. He had the new card pre-jumpered to save time, and 10 minutes later I was back on line. The old dslam card was a Nokia and the replacement is an Alacatel, so I now have the bonus of a much faster boot time for my connection. So, what's to complain about with Telecom/Xtra service? This is the standard I have always enjoyed, with knowledgeable and helpful people doing their best to sort any problems. On top of that, Xtra conceded that it was an obscure problem some time back, and gave me a new D-Link modem for the inconvenience. I didn't ask for it, much less demand compensation, they just offered so I accepted. If you are prepared with all the details when you make your call, have read the relevant on-line documentation, don't argue with them as they go through their prescribed checklist questions and keep it friendly, you get good service. I've never had anything else. Cheers Billy 8-{)	Billy T (70)
434352	2006-02-27 21:44:00	Ironic because there were massive, massive problems with the Nokia NI500 series routers when Telecom shifted to Alcatel gear at the DSLAM. They ended up replacing the majority of them with ex-rental M1122's. I think you'll find this is a corner case. This kind of service, particularly for customers of other ISP's, is mostly unheard of.	ninja (1671)
434353	2006-02-27 21:49:00	Nokia i500 adsl router on full speed Jetstream (up to 6mbps download and 600mbps upload, more or less and a 1GB cap) Lucky you :)	stu161204 (123)
434354	2006-02-27 21:51:00	But I do agree with you Billy telecom/ Xtra can have there Good days & bad days.	stu161204 (123)
434355	2006-02-27 22:27:00	I have no complaints with Xtra, either. I have a 10GB cap and i never go near it. However, I don't use peer-to-peer or any other filesharing. I simply download patches and mods for my games. Some are over 500MB	KiwiTT_NZ (233)
434356	2006-02-27 22:42:00	I'm glad you guys are getting good service from telecom, I wish I could say the same :( Service was so poor in one area after replaceing 3 DSL modems, and 2 routers, and months of giving telecom data showing the fault was somewhere in their network, telecom still assured us the fault was at our end. Amazingly we found a wireless provider, and are now getting faster cheaper service that is free from the intermitent faults DSL was giving us. I've found the Xtra helpdesk is they are usually fine, not too good, not too bad. But telecom... *sigh* -Qyiet	qyiet (6730)
434357	2006-02-27 23:20:00	Of course, we will just ignore the fact this has been an ongoing problem for many months.... Didn't you even replace your router at one stage? I wonder how many other customers were having teh same issue caused by that item of hardware and were just forced to live with it.....	Metla (12)
434358	2006-02-27 23:32:00	I don't have a problem with Telecom either.	pctek (84)
434359	2006-02-27 23:47:00	Of course, we will just ignore the fact this has been an ongoing problem for many months.... Didn't you even replace your router at one stage? Fair comment Metla, but I am on line from around 6:30am to 11:00pm weekdays and not much less on weekends, but for me it has not been an intrusive problem. Occasional nuisance, yes, but service was always restored before frustration set in. I only reactivated the issue when it became clear that there had been an escalation in the outages. As for the modem, as I said in my post, they gave it to me (via a credit on my phone account and I did the decent thing by actually going and buying it), but it has not been installed and probably won't be unless the Nokia fails. The point I was making was that they reponded well and competently when contacted, and accepted that there was a problem, though the initial techs had difficulties understanding how I could have two-way communication to log on, but still not get an IP address. To be frank, so did I. The latest approach was quickly diverted to a tech who know how to check a port at the exchange and when he found in down, then restored it with a reboot, it was plain sailing from there on. As I understand it, I share that card with several other users, so the fault was probably affecting only the port I was on. And ninja, you might care to enlighten me as to what a "corner case" is, I'm not familiar with that expression. Also, if you can, could you let us know how those massive problems were resolved. I am still using the NI 500 and now I am on an Alcatel dslam which is providing improved connection and service speed. Maybe they did some mods to hardware or software to sort it out, it would be interesting to know. Cheers Billy 8-{)	Billy T (70)
434360	2006-02-27 23:58:00	And ninja, you might care to enlighten me as to what a "corner case" is, I'm not familiar with that expression. en.wikipedia.org Also, if you can, could you let us know how those massive problems were resolved. I am still using the NI 500 and now I am on an Alcatel dslam which is providing improved connection and service speed. Maybe they did some mods to hardware or software to sort it out, it would be interesting to know.No idea. Back when we initially had the problem with customers Telecom had identified it as an issue, didn't have a resolution, and were shipping out M1122's to anyone affected by it. Never heard any more, didn't care enough to follow it up.	ninja (1671)
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