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Unbelievable TelstraClear...

By Mauricio Freitas, in , posted: 2-Dec-2011 19:41

A couple of weeks ago I was battling with some small outages on my Telstraclear cable service. The connection would drop for 20 to 30 minutes and come back, once every evening. Then one evening it was down and I decided to "rest". Next morning, almost 12 hours later, the connection was still down.

I tried swapping the router, direct connection from a PC to the modem, etc. Called their help desk and had someone reset my connection on the cable node. Note my connection is one of the very few 100 Mbps service in Wellington, so I thought it could be some configuration on the node, or the Cisco modem being one of the old DOCSIS3 version.

Fast forward to this weekend. TelstraClear made a big noise about their "unmetered broadband" weekend and I thought I'd take advantage of that - first to push my connection to the max, while the entire network is being used at its max.

Thirty minutes into a 60GB download (I'm copying a couple of virtual machines down as a backup) and an extra 10 GB upload to my Crashplan online backup, the connection died.

Again, before calling TesltraClear I tried all we know they were going to ask: swap router, plug a PC directly to the cable modem, etc. The modem won't come online.

Then I decided to call TelstraClear. Unbelievable. Their customer services is closed, and won't open until 9am, about 14 hours away. On the weekend they announced to everyone to push their network to the limits. For me, it's a fiasco.

All the good will they brought in when they announced a good reduction in broadband prices for this month is gone now. I can't work, cant do the things I wanted to do, and the LEDs in their frigging modem are blinking, without being able to connect.

UPDATE: We have now at least three people looking into this. After many remote resets and all, still no traffic. Everyone around seems happy, so it could be the hardware. If nothing works it looks like I will have to get a modem replacement.

Many thanks to those people working late at night trying to figure out what's going on.

UPDATE: It is now decided this is a hardware fault. So now we wait for a new box to arrive.

Again, thanks to those who joined a call late at night to figure this out, including those working from home.


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Mauricio Freitas
Wellington
New Zealand


I live in New Zealand and my interests include mobile devices, good books, movies and food of course! 

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