Another TelstraClear cable outage hits Christchurch

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[UPDATE TelstraClear said at 12.30pm that all customers had been reconnected.]

Hard on the heels of Monday's* outage, which took out service to 13,000 or half of TelstraClear's 26,000 cable customers in Christchurch, the company has been hit by fresh problems in the city.

Around 3000 TelstraClear cable customers are without broadband access and some are without pay-per-view or electronic programming guide (EPG) services for the company's cable TV service.

There is currently no estimated time to fix the problem.

"Our technicians are doing all they can to restore the service ASAP," a spokeswoman told NBR.

The past half year has been a rough time for TelstraClear on the service front, marked by a months-long spat with Geekzone's Mauricio Freitas over the ISP's apparent inability to serve YouTube content to its customers.

TelstraClear eventually admitted it has a problem with its caching set-up, or the way that international content is stored locally for faster access.

* A number of subscribers contacted NBR to say they were without service from Sunday.

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5 Comments & Questions

Commenter icon key: Subscriber Verified

The problem is not resolved....I haven't had broadband since Sunday 1st Aug....and still don't have it now at 4.45pm Friday 6th Aug....Also I received a phone call from Telstra saying the fault has not yet been fixed and have offered me a month free boardband.......

Telstra are telling the media porkies!

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I think there is only one human being at Telstra Clear. We had the same problem - for seven days - I phoned numerous times and had to endure huge waits (listening to Kenny G - euurgh) to finally get through to a technician who didn't know what was going on. One time I phoned a number listed as "reception" in the phone book and, gasp, got a "person" on the phone, who said she would put me through to the such-and-such manager. Guess what - it was straight through to the 0508 queue again. Three times I phoned "reception" to try to get a real person - each time I was "put through" to someone - which was, in reality, the 0508 queue again. Eventually I gave up and sent an email. Five days later I got a reply: "Due to the complexity of diagnosing faults, we are unable to assist via email. Please contact our fault specialists on tollfree 0508 888 800." - prefaced by this:" Thank you for contacting TelstraClear, we do hope that this addresses your query."
Yeah right!
Well, eventually we were back online - no communication about how or when. The robots organised it in a parallel universe. I've given up caring.

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I live in central Wellington and have been without internet access for nine days now (2nd - 11th August). After 3 attempts and 75 minutes of listening to piped music, I finally got through to TelstraClear to be told that the problem is still affecting some 200-400 customers and they cannot tell me when it will be fixed. Worse than the outage (and that's bad enough) is the appalling communication. It is an exercise in endurance to get through to TelstraClear, yet that is the only way I can find out what's happening. They should be contacting affected customers proactively.

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I have noticed that they have now been very quiet about the compensation part the said they would look into. It has now been 3 weeks and we have heard nothing.

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nearly six weeks now without internet on my laptop on xp will work but windows 7 impossible

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