[AusNOG] Cessnock Exchange
pbrooks-ausnog at layer10.com.au
Wed Nov 16 09:36:31 EST 2011
On 16/11/2011 8:32 AM, Jeremy Visser wrote:
> On 15/11/2011, at 14:33, Keith Anderson wrote:
>> One customer went to the local member and to cut a long story short -
>> ended up with the Telstra Retail lady suggesting a migration to ADSL2+
>> with BigPond to overcome the problem.
> As a tech support guy at an ISP that sells TW-based DSL services (i.e. in the same boat as most ISPs out there), this is what always leaves me speechless.
> Literally speechless. I'll be dealing either with a congestion problem or a no ports issue (often a customer wants to upgrade from ADSL1 to ADSL2+ but are knocked back due to "lack of ports"), and inevitably I get asked the question "this wouldn't be happening if I were with BigPond, would it?"
> In some cases I have contacted customers after they have jumped ship to BigPond, and indeed they had their problem solved that I found impossible to fix via the TW channels (either provisioning or faults).
> This is why I get left speechless -- it's a moral dilemma. On the one hand, you have Telstra doing something quite likely illegal and morally reprehensible. On the other hand I must accept the status quo (evil telco is evil), and because I can't lie to my customers, I can't exactly disagree with them.
> I'm such a little fish in a big sea, I don't feel like I have the power to be the change I want to see in the world.
Call your friendly local ACCC manager for an informal chat. They can't do anything to
help until someone actually contacts them, but if you have the communication with the
customer documented, then they can act on your evidence just as much as they can act
on documented occurances from a bigger fish. Their processes can seem slow at times,
but its worth persevering.
Paul Brooks | Mob +61 414 366 605
Layer 10 Advisory | Ph +61 2 9402 7355
Layer 10 - telecommunications strategy & network design
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