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Thread ID: 62955	2005-10-24 22:08:00	Xtra Jetstream Speed Problems	Blort (9130)	Press F1

Post ID	Timestamp	Content	User
398960	2005-11-06 19:35:00	OK, time for an update; Due to getting "there is no timeframe for resolution of your problem" comments in writing from Telecom I decided to write a letter of complaint which I sent last Friday. Extracts from the letter here: • I paid for high a high speed plan (and continue to do so) yet have not received the service I paid for. Last month I paid $69.95. I do not wish to pay for a service not received and request compensation until such time as the problem is resolved. • Yesterday I rang Xtra again and requested compensation and someone to take responsibility for resolving the problem. I have yet to hear back from anyone to-date about that matter. • I have been advised in both writing and verbally that there is no timeframe for resolution of the problem. When a customer is not receiving the service paid for that is an unacceptable response. At the least I would expect that I am updated on a regular basis. • My name is xxxxxx and I do not appreciate being confused for someone else in correspondence. • You most recent advertising highlights the ability to watch streaming video and play games using Xtra. For me this can be interpreted to be misleading advertising and of interest to the Advertising Standards Authority. • The nature of the problem visible to me leads me to conclude that the product you provide me is currently not ‘fit for purpose’. I know that it was OK before early October and simply wish to have it resumed. • There are quite a number of people in the same geographical area having similar problems to me. This is becoming general knowledge on ADSL and other technical forums. It may only be a matter of time before these problems (and lack of progress fixing them) become public knowledge. I certainly won’t be hesitating talking to the media if I am approached, especially after the lack of service I am receiving. • I have received problem free broadband until the beginning of October 2005. I am not interested to hear excuses that my location, distance from the exchange etc. are not suitable. It was suitable until early October and I wish to have my normal service resumed. Surely part of your diagnostics is to examine what changes to your network was made in early October? I am certain the problem is not my fault however I am comfortable for a technician to visit my premises free-of-charge to check. ================================================== ========= Now I have yet to hear back from Telecom, the problems continue (less than dial-up speeds in the evenings) and I am no better off. What to do next? Send a letter to Theresa Gattung?	Blort (9130)
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