Jump to content
‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎ ‎Website Upgrade - Have a Subscription? READ THIS

Telstra's Confession!!!!

Nathan105
Nathan105
in Media Room

Featured Replies

  • Replies 36
  • Views 4.2k
  • Created
  • Last Reply

Top Posters In This Topic

Popular Days

Interesting, is it an overseas call center?
There comes a time in every musician's life when they must decide what instrument they should master. Few. If any are ever worthy enough to master. The cowbell.
Nope Queensland Call Center

. . . riiiiiiiiggghhht . . .

There comes a time in every musician's life when they must decide what instrument they should master. Few. If any are ever worthy enough to master. The cowbell.

Haters gonna hate

 

http://bowlphilosophy.files.wordpress.com/2011/06/haters_gonna_hate3.jpg

http://i574.photobucket.com/albums/ss187/Chanvlan/new_kit.jpg

yeah but this is the internet' date=' you have to expect the unexpected or else you'll get caught out by things you should've expected but didn't. Its exactly like knowing about the stuff you dont know about, that way you know theres stuff you dont know so when you know what you dont know you can say "ah i knew that!"[/quote']
Funny how the caller's being a dick to the tech support guy... he should be complaining to management, not wasting the time of the poor (untrained) bloke. 'haha I know networks, you don't, how cool am i, derp'.
http://i4.photobucket.com/albums/y122/sabretron/auxbkt.png

    •
    • Like 1
    DID YOU READ BKT he was a Supervisor so he was management I KNOW MORE LOL!!!
    Lol obviously he didn't go high enough up the chain :p That's pretty bad.
    http://i4.photobucket.com/albums/y122/sabretron/auxbkt.png

    LOLOLOLOL my friend wrote the program all the call center people follow as a step by step guide to network problemshooting. So i guess if its not in the guide then they're bamboozled but yeah clearly was a bit of a waste of time talking to that dude.

    I'm not a sir I work for a living.

    =]UG[=Darksealicous

    • Author

    LMFAO they wont let you go any higher up the chain Other than Telstra+

    And as Proof my good friend Nighthawke listend in so verify with him Telstra+ a premium Support Servive $94 OVER THE PHONE / $129 SERVICE TO YOUR DOOR Didnt even Know y he couldnt change the settings so the fee got waved and i got BRAND NEW MODEM!!!!!

    http://img109.imageshack.us/img109/7504/nathanualnoalan91.png

    I don't understand the problem?

     

    Any telecommunications company will NEVER help you setting up ANY of those features. Telecommunications companies will help you set up the connectivity aspects of the modem and that is it. Anything above and beyond that is outside the scope of your service and will incur further charges.

     

    It's not cost effective to bog down your call centre with calls in regards to functionality of hardware that isn't relevant to the service that you're providing. You don't pay for NAT/PAT, DHCP or anything else as apart of your service to that telecommunications company - what gives you the right to lecture someone trying to do their job over something that is of absolutely no relevance to them?

     

    Anything on top of the basic connectivity to the service, which is what they have to provide in the contract that you signed, is the responsibility of the manufacturer, the owner of the hardare (ie, YOU) or a third party professional that you will pay to set it up for you.

     

    Arm chair warrior is a dick, IMO.

     

    Plain and simple: You aren't paying for that support. Get over it.

    Edited by efgh146

    • Like 5
    • Author
    I don't understand the problem?

     

    Any telecommunications company will NEVER help you setting up ANY of those features. Telecommunications companies will help you set up the connectivity aspects of the modem and that is it. Anything above and beyond that is outside the scope of your service and will incur further charges.

     

    It's not cost effective to bog down your call centre with calls in regards to functionality of hardware that isn't relevant to the service that you're providing. You don't pay for NAT/PAT, DHCP or anything else as apart of your service to that telecommunications company - what gives you the right to lecture someone trying to do their job over something that is of absolutely no relevance to them?

     

    Anything on top of the basic connectivity to the service, which is what they have to provide in the contract that you signed, is the responsibility of the manufacturer, the owner of the hardare (ie, YOU) or a third party professional that you will pay to set it up for you.

     

    Arm chair warrior is a dick, IMO.

     

    Plain and simple: You aren't paying for that support. Get over it.

     

    It States in the Contract that i signed and even the Judge Read it out that if there is a problem with The Modems Hardware/Firmware it is then required by Telstra Coustomer Support to fix the issue not a 3rd party if telstra support canot resolve the issue then it is forwarded to the relevent Party ie: Telstra Plus.

     

     

    Also on that note The Thompson TG782T Firmware Locks out 3rd Party Changes and as i quote again

    Telstra Plus could not even do it
    that means the Modem is faulty tell you what you get telstra to agree to replace all modems to the upgraded modem free as charged i bet 87% of those modems will be returned

     

     

    O and just to let you know The ACCC and the TCO helped me with the case so dont go ranting on about they dont need to know those aspects of the trade gee's

    http://img109.imageshack.us/img109/7504/nathanualnoalan91.png

    No, it's not faulty, it's got custom firmware. That's what you've paid for.

     

    If you want to make changes to a ROUTER - a modem wouldn't be doing NAT/DHCP - then you need to buy your own.

    No, actually, custom firmware shouldn't. Unless it's specified in your contract that those features will be available from that modem, then you can't expect the company to support you for them.

     

    The whole reason that telecommunications companies lock down their modems by using custom firmware is to stop customers from screwing around with the configuration by going in and playing with things that they have absolutely no idea of how to configure - such as DHCP, NAT and port forwarding. It's a common practise and EVERY telecommunications company that offers a "free" modem does it.

     

    They INTENTIONALLY lock out those features. It's not a fault. It's not a problem. It's a safety mechanism to protect the telecommunications companies call centres from user stupidity.

     

    If you want to screw around with those sorts of features, then go out and buy your own router and learn what the features actually do.

     

    Now if you PAID full retail price for that modem/router, then yes, I would agree with you, but if it's free, then no. Get over it.

    Dont you get it The coustom Firmware should allow you to change those settings DERP!!!! if it dose not then well i dunno is it faulty or is it normal last time i checked lots of people can do it untill the Latest Firmware update for that modem happend you couldnt after that?

     

    So cause you got a FREE object that didn't have an obligation to provide ANY such services bar provide a constant internet connection, it's the companies fault? Riiiiiggghhttt. Could go on a rant, rather just read what Stabby said again:

     

    No, actually, custom firmware shouldn't. Unless it's specified in your contract that those features will be available from that modem, then you can't expect the company to support you for them.

     

    The whole reason that telecommunications companies lock down their modems by using custom firmware is to stop customers from screwing around with the configuration by going in and playing with things that they have absolutely no idea of how to configure - such as DHCP, NAT and port forwarding. It's a common practise and EVERY telecommunications company that offers a "free" modem does it.

     

    They INTENTIONALLY lock out those features. It's not a fault. It's not a problem. It's a safety mechanism to protect the telecommunications companies call centres from user stupidity.

     

    If you want to screw around with those sorts of features, then go out and buy your own router and learn what the features actually do.

     

    Now if you PAID full retail price for that modem/router, then yes, I would agree with you, but if it's free, then no. Get over it.

    http://i574.photobucket.com/albums/ss187/Chanvlan/new_kit.jpg

    yeah but this is the internet' date=' you have to expect the unexpected or else you'll get caught out by things you should've expected but didn't. Its exactly like knowing about the stuff you dont know about, that way you know theres stuff you dont know so when you know what you dont know you can say "ah i knew that!"[/quote']

    I don't currently work for a telecommunications company - I worked for one for 3 years in a Network Operations Centre and subsequently an engineering team. I am currently a Network Engineer supporting domestic and international sites. I liaise very closely with telecommunications providers on faults and new services. It's my job to know the ins and outs of these contracts and how they work.

     

    Ofcourse they wouldn't have brought it up in court - the representative there would have been a lawyer, not a subject matter expert.

     

    It wasnt free i had to pay for my modem allong with a connection fee?

     

    If you had to pay for it, then you're perfectly entitled to those features and they ballsed it up completely.

     

    HOWEVER, the support of those features is not the responsibility of the telecommunications provider. It's the responsibility of the hardware provider - being the router manufacturer.

     

    Bahlete please - merged with post above.

    It wasnt free i had to pay for my modem allong with a connection fee?

     

    So then you didn't research the capabilities of the modem before purchase, and who's fault is that?

    http://i574.photobucket.com/albums/ss187/Chanvlan/new_kit.jpg

    yeah but this is the internet' date=' you have to expect the unexpected or else you'll get caught out by things you should've expected but didn't. Its exactly like knowing about the stuff you dont know about, that way you know theres stuff you dont know so when you know what you dont know you can say "ah i knew that!"[/quote']
    Guest
    This topic is now closed to further replies.
    Go to topic listing

    Important Information

    By clicking 'I accept' you agree to our community Guidelines + Terms of Use + Privacy Policy

    I accept