Customer Service #11 – TelstraClear – broadband

Adam uses the TelstraClear broadband service, such as it is. This afternoon he found himself unable to access the internet. Not for the first time either.

So Adam phones the euphemistically named helpline. A recorded message says thay have a heavy call load, cannot take calls, so go to their website and send them an email. The call is then disconnected.

Now paying an excessive amount for so called high-speed broadband, which it is not in reality, is bad enough. This high handed and negative customer attitude is worse.

Fortunately, Adam has a Vodem back-up, though that can be problematic, rebooting and logging back on, Adam found this message at the TelstraClear website:-

Some Customers on Telstra Clear’s InHome Broadband Service in Wellington, Kapiti and Christchurch, may be experiencing an intermittent loss of High Speed Internet (No Data Transfer).
This means they will will be unable to browse the Internet or send and receive emails.

Technicians are working with our vendor to resolve this issue as soon as possible. We will post regular updates here on our progress towards a solution. Our next update will be will be before 12 noon Friday the 30th of July.

Meanwhile, if you are experiencing difficulties please call us on 0508 888 800.

The message was dated 2 August and if you call the number you get recycled back to the website as noted above.

As usual in NZ Customer Service is something you read about and which occurs in other countries.

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