As reported earlier in the week, many Raglan broadband users were left without service on Monday when Chorus “upgraded” the Raglan exchange for Telecom Wholesale. Users who have complained enough have been sent complimentary replacement modems by Telecom. Local recording business received its new modem today (Friday) after being without service for five days. If you are still having broadband problems please contact the Raglan Website and we will take this up on your behalf with Telecom.
The Raglan Old School Arts Centre is still without service but the following emails to and from Telecom seem to indicate that service will be restored for them on Saturday:
Hi Rodger Nick is currently unable to respond to your email and has asked me to get back to you on his behalf. I can confirm that we have a technician at the exchange and he has put the Arts Centre back to the ASAM port. A port change is currently being processed and service should be up and running within the hour. This is an interim solution to provide broadband over the weekend, next week we will issue a replacement modem free of charge. Regards
Emma Blackmore
From: Rodger Gallagher [rodger@raglanartscentre.co.nz]
Sent: Friday, December 17, 2010 5:56 PM
To: Nick Clarke
Subject: RE: Disruption to broadband service – Raglan
Hi Nick
A man from Chorus has now visited the Raglan Old School Arts Centre. I was contacted and after I arrived I watched him check the Broadband connection.
It worked OK with a DSE modem with good speeds.
He said I should phone Xnet as the ISP and tell them that the modem needed reprogramming.
I phoned Xnet and went through several iterations of changing settings on the DSL 504 and rebooting it each time.
It failed to synchronise. Xnet then said I could upgrade the firmware if an upgrade was available. Or if none was available to buy a new modem.
I have checked and no further firmware upgrade is available for the DSL 504.
That leaves the option of buying a new modem.
Mark Ratcliffe said that there would be a “satisfactory operational response.”
I find the situation totally unsatisfactory.
A modem that worked until Sunday stopped operating on Monday when your new broadband equipment was installed in the Raglan exchange.
Because of your company’s actions the Arts Centre will have to buy a new modem to restore service.
A non-profit community organisation is being forced to spend its scarce cash as your equipment is not backward compatible.
Our administrator has been unable to communicate by email since Monday. Enquiries and responses have backed up. Our wages bill will go up to cover the backlog. I have wasted hours checking the modem throughout the week and talking to service staff.
You need to do much better.
0/10 to Telecom Wholesale.
Regards,
Rodger Gallagher
I have been having untold problems with my ISP Slingshot being unable to access Broadband si nce Sunday 12 December. I have rung Slingshot at least 12 times over this past week and they said it was the modem and sent one out to me on Wednesday. Since then have had to reset it at least 5 times per day and go through the rigmarole of rebooting, setup etc on line. To say I am peed off is an understatement. Slingshot service is very poor, long waits to get someone to answer and then no solution to problem in the long term. It is only through Fred Seabright that I have been able to learn about postings on Raglan Net to which I am adding mine. We pay the earth for a Broadband service which does not come up to scratch.
Linda Alker
Hi Linda
I’ve raised your problems with the head of Telecom Wholesale. If enough people keep complaining then they will fix it. Regards, Rodger