Hi Guys, How not to operate, Thanks Tim :D Nah - all jokes aside, I think the consumer in NZ needs somewhere where the ISP's can see where they are going wrong and some place for us to vent (Proven by my original post, this one and the one from Glen). I am happy to create such a place, but what would the buy in be from the ISP's ? Other than hoping they would come to defend their name. I think the lack of reply to some messages already prove that, but then again, the people on this list is more tech. Does said people have the power to get the right Sales/Marketing/Management people on a place where this can be spoken about ? If such a place is already up and running, please point us in the direction ? (And not geekzone...I don't think it's the right place for this) Cheers, Pieter On 8/05/2011 23:35, Tim Price wrote:

Not operational content, take it on twitter where it can be ignored.

*From:*nznog-bounces(a)list.waikato.ac.nz [mailto:nznog-bounces(a)list.waikato.ac.nz] *On Behalf Of *Kyle Carter *Sent:* Sunday, 8 May 2011 10:25 p.m. *To:* 'NZNOG Mailing-List' *Subject:* Re: [nznog] Slightly OT: ISP Recommendations

Sorry to those that dont think this is NZNOG content, but I think it is. One isp is obviously becoming subpar for customers.

My mother had the exact same experience with the purple helpdesk.. and she is completely non technical.. took 2 days to get through to support.. and had to call the sales team and get tranferred from there in the end.. surprising that sales answered immediately and support doesnt work at all. And they claim no problems on their end. (they have no broadband for weeks now)

So its not just technical people that are hating on team purple. I know of at least 3 people all moving away due to extremely shitty service.

I have heard of good things from vodafone support (although I seem to have seen more outages on vodafone broadband than other ISPs over my customer base) but all in all they seem to be the most competent support.

Kyle

*From:*nznog-bounces(a)list.waikato.ac.nz [mailto:nznog-bounces(a)list.waikato.ac.nz] *On Behalf Of *Cameron Bradley *Sent:* Sunday, 8 May 2011 8:41 p.m. *To:* NZNOG Mailing-List *Subject:* [nznog] Slightly OT: ISP Recommendations

So a few months ago there were a few discussions about a certain large purple dinosaur and their issues.

At the time I was a vehement supporter of said company and defended them quite heavily.

A few weeks of unsatisfactorily-resolved helpdesk calls with regards to non-destructive porting (looking to move my main landline number to 2talk, easy task with Telecom or Vodafone). Followed by a "sorry, while theoretically possible, we just don't offer that level of customisation" from the head of CS. I can clearly see that the previously amazing level of customer service (there certainly seems to be some of that left with a few of the remaining CSRs) has slipped to the point of futility. A point further proven tonight when I called to try and get a call routing issue between my landline and 2talk resolved (getting the "sorry your call could not proceed at this time" in two different voices) where the person who answered the phone barely seemed to understand a word I was saying.

As such, I'm now in the market for a new ISP. Ideally I'm looking for one with unbundled ADSL2+ service on the SHB exchange, that respects the QoS priorities on my SIP traffic (low quantity) and has native IPv6 available. I do have a second PSTN available for a 'seamless switchover' to go ahead.

If anyone has any recommendations it would be much appreciated, I would love to avoid going grey quite this early in my life.

Regards,

Cameron Bradley

_______________________________________________ NZNOG mailing list NZNOG(a)list.waikato.ac.nz http://list.waikato.ac.nz/mailman/listinfo/nznog

If not Geekzone, then it would be hard to get traction. I'm saying that because we already have a good number of New Zealand visitors to the site - 40% of our 600,000 unique visitors are from New Zealand, and even this volume is not enough to get some sense into a few ISPS. We do have a few ISPs participating, but some are quite hard to get to admit problems - Orcon and Slingshot being the main culprits. Telecom, Vodafone WorldxChange have always been exceptional in their relationship with customers in the forums, many times working towards satisfactory resolution. Cheers Mauricio Freitas www.geekzone.co.nzhttp://www.geekzone.co.nz www.geekzone.co.nz/freitasmhttp://www.geekzone.co.nz/freitasm www.twitter.com/freitasmhttp://www.twitter.com/freitasm From: nznog-bounces(a)list.waikato.ac.nz [mailto:nznog-bounces(a)list.waikato.ac.nz] On Behalf Of Pieter De Wit Sent: Monday, 9 May 2011 7:38 a.m. To: nznog(a)list.waikato.ac.nz Subject: Re: [nznog] Slightly OT: ISP Recommendations Hi Guys, How not to operate, Thanks Tim :D Nah - all jokes aside, I think the consumer in NZ needs somewhere where the ISP's can see where they are going wrong and some place for us to vent (Proven by my original post, this one and the one from Glen). I am happy to create such a place, but what would the buy in be from the ISP's ? Other than hoping they would come to defend their name. I think the lack of reply to some messages already prove that, but then again, the people on this list is more tech. Does said people have the power to get the right Sales/Marketing/Management people on a place where this can be spoken about ? If such a place is already up and running, please point us in the direction ? (And not geekzone...I don't think it's the right place for this) Cheers, Pieter On 8/05/2011 23:35, Tim Price wrote: Not operational content, take it on twitter where it can be ignored. From: nznog-bounces(a)list.waikato.ac.nzmailto:nznog-bounces(a)list.waikato.ac.nz [mailto:nznog-bounces(a)list.waikato.ac.nz] On Behalf Of Kyle Carter Sent: Sunday, 8 May 2011 10:25 p.m. To: 'NZNOG Mailing-List' Subject: Re: [nznog] Slightly OT: ISP Recommendations Sorry to those that dont think this is NZNOG content, but I think it is. One isp is obviously becoming subpar for customers. My mother had the exact same experience with the purple helpdesk.. and she is completely non technical.. took 2 days to get through to support.. and had to call the sales team and get tranferred from there in the end.. surprising that sales answered immediately and support doesnt work at all. And they claim no problems on their end. (they have no broadband for weeks now) So its not just technical people that are hating on team purple. I know of at least 3 people all moving away due to extremely shitty service. I have heard of good things from vodafone support (although I seem to have seen more outages on vodafone broadband than other ISPs over my customer base) but all in all they seem to be the most competent support. Kyle From: nznog-bounces(a)list.waikato.ac.nzmailto:nznog-bounces(a)list.waikato.ac.nz [mailto:nznog-bounces(a)list.waikato.ac.nz] On Behalf Of Cameron Bradley Sent: Sunday, 8 May 2011 8:41 p.m. To: NZNOG Mailing-List Subject: [nznog] Slightly OT: ISP Recommendations So a few months ago there were a few discussions about a certain large purple dinosaur and their issues. At the time I was a vehement supporter of said company and defended them quite heavily. A few weeks of unsatisfactorily-resolved helpdesk calls with regards to non-destructive porting (looking to move my main landline number to 2talk, easy task with Telecom or Vodafone). Followed by a "sorry, while theoretically possible, we just don't offer that level of customisation" from the head of CS. I can clearly see that the previously amazing level of customer service (there certainly seems to be some of that left with a few of the remaining CSRs) has slipped to the point of futility. A point further proven tonight when I called to try and get a call routing issue between my landline and 2talk resolved (getting the "sorry your call could not proceed at this time" in two different voices) where the person who answered the phone barely seemed to understand a word I was saying. As such, I'm now in the market for a new ISP. Ideally I'm looking for one with unbundled ADSL2+ service on the SHB exchange, that respects the QoS priorities on my SIP traffic (low quantity) and has native IPv6 available. I do have a second PSTN available for a 'seamless switchover' to go ahead. If anyone has any recommendations it would be much appreciated, I would love to avoid going grey quite this early in my life. Regards, Cameron Bradley _______________________________________________ NZNOG mailing list NZNOG(a)list.waikato.ac.nzmailto:NZNOG(a)list.waikato.ac.nz http://list.waikato.ac.nz/mailman/listinfo/nznog