A service pause with Telecom Broadband

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Posted Wed 11 February 2009 @ 1:20 p.m. by Megan Lacy

I was already on edge last Wednesday, with getting my work completed effectively and efficiently without procrastinating, when the wheels fell off and my service pause with Telecom Boradband began.

Keeping in mind I’m an ex-Telecom employee my loyalty runs deep and I have always remained a firm customer, with landline, mobile, broadband to name a few services. It takes a lot to rattle my loyalty.

Then it happened, one minute I had a broadband connection and then the next, nothing…. No big deal, I went to lunch, thinking perfect timing. Back again, still nothing, no worries I can work without it for a period of time, these things happen. Another 1 ½ hour went by, by now I’m starting to need my email, and internet connection to send work out.  No problem, I started to use the old fashion way of communicating and call people to advise them of my short term predicament.

3 hours after the event, I called Telecom, went through to the talking robot lady, ‘I said nothing’ she got the hint and I went to the soft key function. Then the nice chap answered obviously not from New Zealand, kindly gave me worst case scenario of Thursday morning for the ‘small fault’ to be fixed.

My working day was suddenly in tatters…and I wasn't the cause.

After sulking for few more hours, I went back to the computer at 8.30pm, crossed my fingers and ‘hey presto’ I was back in the land of the communicating via my laptop.  Only ½ day of frustration, in the old days I would have been incredible grateful, but in 2009 I have higher expectations.

I did not enjoy my time out, I did not enjoy my call to Telecom, I did not like the time frame given to fix it.  I did like however, how they under promised and over delivered in the fixing of the fault. 
And I am amused that I could have checked the availability of the Broadband Service on the Telecom website with 5 easy clicks to the Service Outage page... I was only missing the connection to check the outage.

I’m now waiting for an apology for the inconvenience it caused, since I am the customer and paying for a service that was unavailable during my working day, it is the least they can do.  Or am I a high maintenance customer with far too high expectations?

Either way, I really missed my internet connection; luckily it’s not a breathing apparatus for my long term survival.

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  • ratonlaveur says:

    Being myself a Telecom broadband customer, I happened to have read top to bottom the ... that small booklet that was given to me when I signed up and in which are detailled to "thing" I was signing-up for. ( I think it is called a service). It was very interesting. I got out of it that 1) regardless of the service availablility, I must pay for that service 2) there is absolutely no requirement from Telecom to provide the service ... but they would try to provide it. So I guess, even in your case, Telecom is still delivering way within what you pay for. Now, I would agree with you: is this good enough for 2009? But I would also ask: is this fair to customers? Dear Commerce Commission ...

    Added: 16 February 2009, 2:12 p.m. Flag as Spam  |  Flag as Offensive
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