When I first called Telecom to get information about the average speed of their broadband service during peak/busy
time (9am-2am) they point blank refused to tell me. I asked to be transferred to a supervisor and thus I was told by the
supervisor that in the busy time as described above, they implemented what they called "traffic management". This meant that the internet would have its speed cut to half or more than it's normal speed DURING PEAK TIMES. However, I was also informed by the supervisor that the highest speed for my line would be 8MB and as I was just a few meters from the cabinet I could expect good speed at most times.
I therefore made the mistake of signing for the telephone and broadband package called Huge Time! This plan "theoretically" allows me to have unlimited internet uploads and downloads. However what they didn't tell me was that they actually have an ongoing "TRAFFIC MANAGEMENT" applying to this plan which literally means that they set your internet speed as slow as they want WHENEVER they want to.
Here is a record og my disappointing encounter with Telecom:
First disappointment, the telephonist had great difficulties understanding me due to her limited English. I called them on 19/12/2009 at roughly 19:00 and completed the application over the phone. My application was accepted with not much hassle. Then I received a text informing me that my telephone and broadband would be running on the 21/12/2009. The call
had 70min of duration.
On the 22/12/2009, when I first moved to my flat, I decided to check the line and it was completey dead. Called Telecom and they told me the telephone and broadband was running absolutely fine. I had to have an argument with the line call agent until I realised that they are not very well trained and asked to be transferred to the supervisor. Talking to a superior made the difference. I was told that the telephone was connected in the wrong unit and the engineer would have to come to my flat and check the connections. I booked the engineer for the 24/12/2009 8-12am. The engineer came and did what he had to do. He told me that the line was ok and he just swapped the cables outside.
The internet and the telephone were running on the 24/12/2009. Then I asked him to wait for a moment because I wanted to run a test to make sure that the internet was ok. So I ran www.speedtest.net. The website told me that I had an download speed of 6.5MB and upload speed of 0.6MB. GREAT!!! NOT GOOD ENOUGH!!! So I decided to download the Windows Live Mail
and Messenger to check the download rate. It was downloading at 0.20kbps per second. Some times I would get 0.050kbps.
Slightly quicker than a dial-up.
Since Saturday 26/12/2009 I have been calling Telecom to get my broadband speed fixed. They refuse to acknowledge that my line has a problem. The keep saying non-stop that it is caused by the traffic management. I decided to install a software to check my connection on the 25/12/2009. I found that the internet speed would raise for 20min roughly between 2:00am and
6:00am. Apart from that I would get the best speed around 200kbps.Download stream of 0.20kbps. What really amazes me is that my upload speed is higher that my download.
I don't know what to do. I thought to disconnect my line however they will send me a bill roughly $250.00NDZ. Perhaps I could contact the Fair Trading Department and The Telecommunications Ombudsman to get my case investigated and my bill reviewed. I do not believe I should be obligated to pay this bill as the information they provided was vague at best and deliberately misleading at worst.
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