1800ms ping. First hop, no traffic on the wire.
AND!
As an added bonus, we got 2% packet loss as well!
30 June is fast approaching and my patience is wearing very thin.
We're paying $179.99 a month for a CLEARLY DEFECTIVE SERVICE.
Hurry up Telstra.
26 February 2010
10 February 2010
Twelve.
Twelve. 12k/second we're trying to download at. There is zero traffic on the wire.
Actually it's anywhere between 8-50k/second, but not a speck more.
Latency is 700ms first hop.
"By the end of this financial year" is what Telstra have told us is the timeframe for resolution.
That's 30 June people. Chop Chop.
Actually it's anywhere between 8-50k/second, but not a speck more.
Latency is 700ms first hop.
"By the end of this financial year" is what Telstra have told us is the timeframe for resolution.
That's 30 June people. Chop Chop.
20 January 2010
Progress? Surely not. But maybe!
Telstra contacted me a couple of days ago (I missed the call). My partner rang back and spoke at length to the CEO Customer Liaison person assigned to our escalation, who was very helpful.
The Telstra rep advised that they are still trying to figure something out and that we haven't been forgotten about (woot). They have a couple of irons in the fire and standing up another cabinet is an option. (woo-freaking-hoo). He also advised that "a lot of people are aware of your problem." Good, so being a squeaky wheel looks like it can pay off.
My partner asked about the timeframe for resolution? Were we going to be waiting until the NBN for any type of upgrade/resolution? Next week? Next decade? 7 weeks? - it seems to be a number they're comfortable with (sorry in-house work Telstra joke).
The Telstra representative promised to find out and call my partner the next day with some answers.
And guess what? He did.
And the answer was "in this financial year".
So our hopes are slightly buoyed by this latest information. Not getting too excited, but maybe... just maybe...
Of note since my last post:
- We cancelled our Internode service after 5 years and upgraded the Telstra service to one of the 200gb plans. Internode will be pleased they can now close the ticket that had been open since 18 January 2009. They did nothing to help us resolve this issue - Internode were the ones with the direct relationship with Telstra Wholesale, yet we had more action approaching Telstra ourselves. Internode were happy to throw their hands in the air and say "it's a Telstra problem", while still charging us full price for a known defective service.
The Telstra rep advised that they are still trying to figure something out and that we haven't been forgotten about (woot). They have a couple of irons in the fire and standing up another cabinet is an option. (woo-freaking-hoo). He also advised that "a lot of people are aware of your problem." Good, so being a squeaky wheel looks like it can pay off.
My partner asked about the timeframe for resolution? Were we going to be waiting until the NBN for any type of upgrade/resolution? Next week? Next decade? 7 weeks? - it seems to be a number they're comfortable with (sorry in-house work Telstra joke).
The Telstra representative promised to find out and call my partner the next day with some answers.
And guess what? He did.
And the answer was "in this financial year".
So our hopes are slightly buoyed by this latest information. Not getting too excited, but maybe... just maybe...
Of note since my last post:
- We cancelled our Internode service after 5 years and upgraded the Telstra service to one of the 200gb plans. Internode will be pleased they can now close the ticket that had been open since 18 January 2009. They did nothing to help us resolve this issue - Internode were the ones with the direct relationship with Telstra Wholesale, yet we had more action approaching Telstra ourselves. Internode were happy to throw their hands in the air and say "it's a Telstra problem", while still charging us full price for a known defective service.
07 January 2010
Happy New Year. Situation Normal.
So here we are. 2010.
Latency: Still craptastic
Word from Telstra: *crickets*
My partner spoke to a couple of Telstra contacts mid-December. One contact asked him if he had $160,000 to stand up a new cabinet (not realising that my partner was actually the paying customer - not another Telstra employee).
My partner quickly pointed out that he didn't care how much it cost and he would burn more than that easily in tying up Telstra time in investigating the congestion issue. We just want the problem resolved. Telstra made $4 BILLION profit last year. They can spot us $160K for a cabinet.
He was also informed that there was a letter on the way from Peter Dowling (CEO Customer Care) "explaining" something (we're not quite sure what).
We're yet to see this magical letter.
Latency issues continue unabated.
Welcome to 2010.
Latency: Still craptastic
Word from Telstra: *crickets*
My partner spoke to a couple of Telstra contacts mid-December. One contact asked him if he had $160,000 to stand up a new cabinet (not realising that my partner was actually the paying customer - not another Telstra employee).
My partner quickly pointed out that he didn't care how much it cost and he would burn more than that easily in tying up Telstra time in investigating the congestion issue. We just want the problem resolved. Telstra made $4 BILLION profit last year. They can spot us $160K for a cabinet.
He was also informed that there was a letter on the way from Peter Dowling (CEO Customer Care) "explaining" something (we're not quite sure what).
We're yet to see this magical letter.
Latency issues continue unabated.
Welcome to 2010.
10 December 2009
Hello TIO!
It's 9am. Latency is 500ms PLUS on both the Bigpond and Internode services. Neither my partner or I can connect to work via VPN. The link is running like a pig. VOIP is unusable.
This is completely ridiculous and we have had enough.
Hello TIO.
This is completely ridiculous and we have had enough.
Hello TIO.
06 December 2009
Third time's a charm! (Well, kinda)
This morning we got out of bed far earlier than a sane human ever would on a Sunday, and prepared to battle Telstra for the third time in as many days in an attempt to upgrade our iPhones.
Off we trotted to Fountain Gate Westfield to face The Clipboard Mafia. On our way to the T-life store we decided to see if the little old neglected Telstra kiosk in the same centre was in operation. To our delight it was! I recognised the salesperson there from previous interactions and knew that he actually had a clue about the products he was peddling.
Much to our amazement, he had 2 x 32gb iPhones in stock and could attend to us without a clipboard in sight. Praise the -whatever deity you normally praise in times of joy- here.
Within 30 minutes he had arranged the transfer, arranged to have the early termination fees for our current plans (we had one month left) waived and it was all going wonderfully.
Until.
The Nice Man told us that he could not activate our phones at the kiosk. He advised that because people (read: staff) keep fiddling with the settings on their activation system, it doesn't work any more.
We would have to go back to the T-life store with our new toys, WAIT IN THE CLIPBOARD QUEUE (*cry*) and they would have to activate our phones there.
LE SIGH.
So we thanked him and headed off to Clipboard Hell.
Sure enough, no sooner had we walked in, Mr Clippy (sorry Microsoft) had accosted us. His officiousness was palpable.
Resigned to the fact we would have to join the queue, we reluctantly provided our details and he took our precious new babies out the back to be activated (it was all very secretive - as he disappeared through the heavily coded door, I'm sure I saw a couple of witches and an eye of newt just behind a boiling cauldron).
We had some time to pass while the magic happened, so I did what any person with a longstanding history of negative customer interactions with Telstra would do: I worked my way around the store, carefully opened the Bigpond branded browser (Ugh IE - I felt so dirty) and loaded this blog on every one. Childish? Absolutely! Strangely satisfying? Hell yes.
I had just long enough to "enhance" the customer experience for anyone checking out their laptops, and our phones were done and we were on our way.
Anyone like to place a bet on whether or not they get the first bill right?
Off we trotted to Fountain Gate Westfield to face The Clipboard Mafia. On our way to the T-life store we decided to see if the little old neglected Telstra kiosk in the same centre was in operation. To our delight it was! I recognised the salesperson there from previous interactions and knew that he actually had a clue about the products he was peddling.
Much to our amazement, he had 2 x 32gb iPhones in stock and could attend to us without a clipboard in sight. Praise the -whatever deity you normally praise in times of joy- here.
Within 30 minutes he had arranged the transfer, arranged to have the early termination fees for our current plans (we had one month left) waived and it was all going wonderfully.
Until.
The Nice Man told us that he could not activate our phones at the kiosk. He advised that because people (read: staff) keep fiddling with the settings on their activation system, it doesn't work any more.
We would have to go back to the T-life store with our new toys, WAIT IN THE CLIPBOARD QUEUE (*cry*) and they would have to activate our phones there.
LE SIGH.
So we thanked him and headed off to Clipboard Hell.
Sure enough, no sooner had we walked in, Mr Clippy (sorry Microsoft) had accosted us. His officiousness was palpable.
Resigned to the fact we would have to join the queue, we reluctantly provided our details and he took our precious new babies out the back to be activated (it was all very secretive - as he disappeared through the heavily coded door, I'm sure I saw a couple of witches and an eye of newt just behind a boiling cauldron).
We had some time to pass while the magic happened, so I did what any person with a longstanding history of negative customer interactions with Telstra would do: I worked my way around the store, carefully opened the Bigpond branded browser (Ugh IE - I felt so dirty) and loaded this blog on every one. Childish? Absolutely! Strangely satisfying? Hell yes.
I had just long enough to "enhance" the customer experience for anyone checking out their laptops, and our phones were done and we were on our way.
Anyone like to place a bet on whether or not they get the first bill right?
05 December 2009
Hello? Is there anybody in there?
It's Saturday afternoon and we have been trying unsuccessfully since lunchtime to have anyone pick up the phone for either the T-life store at Fountain Gate, or the Telstra kiosk elsewhere in the same centre.
I rang Westfield Concierge in sheer desperation to see if someone was actually at the Telstra kiosk and they confirmed that there was indeed someone manning (womaning) the store today.
Is it so hard for either of these stores to even pick up the damn phone when a customer rings. I'd be happy if they took my number and details and got back to me (although I highly doubt I'd ever get a return phone call).
See? All too hard.
I rang Westfield Concierge in sheer desperation to see if someone was actually at the Telstra kiosk and they confirmed that there was indeed someone manning (womaning) the store today.
Is it so hard for either of these stores to even pick up the damn phone when a customer rings. I'd be happy if they took my number and details and got back to me (although I highly doubt I'd ever get a return phone call).
See? All too hard.
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