Spark ("Bubble" / XT / TELECOM) = FAIL!

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digidog
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Spark ("Bubble" / XT / TELECOM) = FAIL!

Post by digidog » Sun Aug 19, 2007 8:45 pm

Xtra emailers' weekend of misery
NZ Herald - 20 August 2007
Telecom internet customers are furious after being left without email over the weekend during a major upgrade of the service.

The company says it is enhancing the overall service to more than 500,000 Xtra customers and had tried to notify people of a 24-hour webmail outage.

But some customers said they knew nothing of the work and, when they rang to complain about loss of the email service, were unable to get through to the helpdesk.

There have also been other technical problems, which Telecom says could be expected with such a massive "technological migration" to the new
Yahoo!Xtra Bubble service.
Apparently Xtra customers are being forced to register for their new "Bubble" service - whatever that may be it's NOT optional.

Read the full story...

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Post by digidog » Mon Aug 20, 2007 9:02 pm

Telecom rules out compensation for email problems
NZ Herald - 21 August 2007
Telecom will not offer compensation to customers who were left stranded
without access to their email during a major system upgrade at the weekend.

Xtra webmail customers could not access their inboxes for 24 hours during
the upgrade to the new Yahoo!Xtra Bubble service, which is a partnership
between Yahoo! and Telecom.

Bubble is being touted as providing at no extra cost "an exciting range of new
services that will change the way you use the internet".

Here's the full story...
There are some user stories that reveal the extent of the problem.
Another disgruntled customer said yesterday she still couldn't send emails
through Outlook.

"It couldn't get worse ... I spent an hour on hold [on Sunday night] after
eight failed attempts to contact the helpdesk - after trawling through the
robot voice test, I was told 'that service is not available. Dial zero to talk
to Telecom'. I did. The call cut off, again and again. I finally got an email
from them saying I had to reconfigure my Outlook account myself. I did. I
re-booted. Three times. Still no change," she said.

"I called again [yesterday] - 45 minutes on hold, same issues, same
cut-off. I have a deadline that I can't meet now. The new interface is
appalling - I dare you to find your email among the horoscopes,
entertainment garbage and other dross. I just want my email."
"I am another irate Xtra customer. I have spent three days trying to get
back online. The 'help' centre - in Manila - told me variously that I had
been notified by email and post of the change (I hadn't); that no one else
was having problems and it must by my computer (they are, and it isn't);
and that 'we don't have a complaints department' I can complain to. I
resorted to a cup of tea and the paper, where I read there is indeed a
problem: Xtra's change to 'Bubble'.

On attempting to register to 'Bubble', and finding the terms and conditions
could take days to read, I tried again to phone for help. I got through to a
Telecom business adviser who told me not to bother to read the terms and
conditions, and offered to put me through to someone who could help -
another automated message, and hold music. For 30 minutes. I gave up.

I have now managed to register on to the web - but still cannot send
emails. Given I'm told by their man in Manila that there is no complaints
department at Xtra, or Telecom, I am complaining via this paper. I hope
I'm not the only disgruntled customer now signing up with an alternative
supplier."
On Stuff this morning there are more tales of woe.
Waikato Times Assistant Editor Susan Pepperell had her inbox cleaned out
during the upgrade and fears work emails she expected this morning have
been lost in cyberspace.

"I've got all this spam that means nothing to me and I've lost a whole lot
of important work emails," Ms Pepperell said.

"I've lost everything and I've got emails that were destined for someone
else."
Have Telecom been taking customer service lessons from TradeMe?

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Post by digidog » Tue Aug 21, 2007 9:10 pm

We'll burst Telecom's Bubble, say Xtra users
NZ Herald - 22 August 2007
nternet customers are threatening to ditch Telecom after losing access to
their email, but the company says the introduction of the enhanced new
service that led to the problems will be worth waiting for.

And late on Monday night, Telecom discovered a fault that was still
preventing some customers registering for the newly installed Yahoo!Xtra
Bubble system. Bubble is being touted as providing, at no extra cost, "an
exciting range of new services that will change the way you use the
internet".

Telecom said the majority of its customers had been unaffected, but some
disgruntled Xtra customers contacted the Herald saying they would leave
Telecom over it. "This fiasco has cost Telecom my confidence and all my
telecommunications business, internet, tolls, phone lines, the lot," said
customer John O'Hara.
Read the full story...

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Post by digidog » Wed Aug 22, 2007 9:01 pm

Compo on cards for Telecom customers
left without e-mail

NZPA - 23 August 2007
Telecom is considering compensating customers who lost access to their
e-mail during the weekend.

http://www.stuff.co.nz/4175292a11.html

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Post by digidog » Wed Aug 22, 2007 9:11 pm

The venerable ComputerWorld journalist Juha Saarinen is now writing a blog
for Stuff. Here's a good piece about Telecom routing it's customer's email
via Sydney. He asks...
How committed is Telecom New Zealand to its country of origin?
With your Xtra email down, what if you call the help desk about the
problem? Umm… it seems you get routed to a Help Desk in the Philippines
and not New Zealand.
Here's the story...
User comments on that page are damning. Here's one...
My experience was enough to get me looking for a new ISP. On using
webmail, which was perfectly adequate for my needs before thank you
very much Xtra, it became an exercise in frustration.

1. I did not want to have to agree to Yahoo’s terms of use; as far as I’m
concerned I’m an Xtra customer, not a Yahoo. Out of luck, I had to to get
webmail.

2. The process was diabolically slow.

3. Once I had completed the process and clicked the final continue it
connected me to Yahoo India complete with an obviously Indian Yahoo
login.

3a. I refused to install the accompanying Yahoo software as they don’t
have a spotless record with security exploits in their software. Luckily it
wasn’t essential yet it gives the impression it is required.

4. On re-opening the NZ site it totally ignored my first few attemps at
logging in.

5. Once in I was greeted with a non-dismissable in-page “pop-up” about
Yahoo chat where I had to click Continue to get rid of it.

6. Once at the user interface I kept getting little “helpful” pop-ups pointing
out features.

7. The spam filter had falsely identified email from Xtra as spam. One was
informing me about Bubble so perhaps it really was… The other was a
usage warning for my broadband plan - deffinitely not spam.

8. My last few days of email have been duplicated.

The whole process took around an hour and a half.

Combine this with the poor latency that I have been experiencing and I’m
now in the market for a new ISP despite the pain of having to change
email addresses…
For those of us fortunate enough to be with another ISP here's what the
"Bubble" service offers: http://yourbubble.co.nz/

There's nothing there that appeals to me at all. Give your users a choice
surely Telecom? I'm glad that I ditched Telecom a while back.

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Post by scott_evil » Wed Aug 22, 2007 9:15 pm

So am I.

Not only do they have the worst customer service and most unreliable connection of any ISP, they charge far too much compared to what their competitors charge.

If you're with Xtra, now is a good time to change.
______

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Post by chinaqt » Wed Aug 22, 2007 9:31 pm

I have a friend who works as a trainer for these types of call centre, she was responsible for the training in the Phillipines of the telecom workers. She also travels to other countries to do the same for other clients. Apparently the worst to train are Indian because of the accents, there are numerous accounts of what can go wrong because neither caller or taker can understand most of what each other is saying.

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A False Sense Of Security

Post by Foggyone » Wed Aug 22, 2007 10:13 pm

This in Under The Security Tab
Coming soon...

Yahoo!Xtra Online Protection helps guard you and your computer against spyware, hackers, viruses and more.
I would ask the question, how many of xtra users (and visitors here) use Windows XP and run their computers as an "Administrator"? The protection afforded by the above is largely negated if you do the foregoing. It's a real fag to run a computer without administrator rights in the home or small (non LAN) office, and my bet is 99% of users in this situation run as administrator. This enables the easy installation of a host of nasties, many of which won't be picked up by virus checkers, firewalls etc.

There is an easy way to fix this, and still have access to administrator rights if required.

If this is of interest, ask!

Don't know if you are running as an administrator. Try saving this page to

C:\Windows . If it saves, you are running as an administrator.
Google, the answer to so many questions!
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Post by digidog » Sun Aug 26, 2007 8:42 pm

Check out Mike Moreu's cartoon in Stuff.

Image

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Post by digidog » Tue Aug 28, 2007 9:21 pm

Sorry Telecom gives Xtra users free internet
Stuff - 29 August 2007
Xtra customers are being given one week's free internet as an apology for
recent email problems - at a cost of up to $6 million to Telecom.

The company also said it would also be donating $1 million to charity.
http://www.stuff.co.nz/4181456a11.html

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More Bad News For Xtra

Post by Foggyone » Thu Sep 13, 2007 8:34 pm

Broadband service survey bursts the Xtra bubble
TelstraClear's performance was well ahead of the four other internet service providers measured.
Will more users migrate?
Google, the answer to so many questions!
-----------------------------------------------------

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Post by digidog » Tue Sep 18, 2007 8:21 pm

Telecom's burst Bubble woes continue...
Users fume over spam overload
Independent Financial Review - 19 September 2007
Telecom customers are fuming over a massive jump in spam on their new
email service, a few weeks after they were shut out from their email.

Telecom upgraded it customers to the new email service, Yahoo! Xtra
Bubble, at the end of August.

It was forced to make a $7 million apology after thousands of customers
were unable to receive or send email on the new service.

The escalating spam problem is another blow for the company which is
fighting to keep customers after its botched attempt to transfer 800,000
customers to the new system.

Xtra customers say genuine contacts are being falsely identified as spam,
including contacts with an Xtra email address. It seems the new service
has not carried over the history of regular email subscriptions, recognising
many of them as spam instead.

Telecom Xtra customer Katrina Wright told The Independent Financial
Review she has received 500 to 600 emails marked as spam since the
email upgrade. "Before that I was getting hardly any at all."

She has found her regular group emails from Ezibuy, Air New Zealand and
Ticketek are being marked as spam, as are some emails from personal
contacts.

"I am stunned. It's stuff that we regularly get, including New Zealand
companies."

Every few days, Wright has to scour through the spam folder and retrieve
genuine emails.

A user from the internet forum Geekzone, who runs his business via Xtra
email, said his spam messages have jumped from 10 a day to around 100
since the upgrade.

"A fair chunk of them are my customers? emails that have been falsely
identified as spam and require that I basically check every email that
doesn't contain the word viagra in the subject line."

He chose to redirect all his Xtra email to Google's Gmail to strip the spam
and avoid his customers' email being identified as spam.

Another user on the PC World internet forum said emails from Trade Me,
work and his email address were being blocked.

"I can't accept that Trade Me is still being flagged as spam. It's the most
popular site in NZ. Excellent planning there guys."

Telecom's chief consumer operating officer Kevin Kenrick, who was in
charge of the firm's upgrade, was not available to comment.

Kenrick has resigned and will leave in mid-December.

Telecom's Adrian Littlewood said Yahoo has the world's "best practice" in
the management of spam.

"People need to learn how to actively manage the spam in their email
system," he said.

People can highlight emails from their spam folder as genuine contacts, he
said.

Customers can also create alternative email addresses to use as a point of
contact when signing up for groups such as Ezibuy, he said.

The new service can store 500 alternative email addresses. Spam has
risen 350% in the past year.

"It's a significant issue for us," said Littlewood.

He pointed to the findings of anti-spam provider SMX, who have found
spam traffic rose 100% between May and August.

It attributed the sudden spike in spam volumes to spammers in the
northern hemisphere returning from their summer holidays.

http://www.stuff.co.nz/4206325a23399.html
I must say that spam on iHug accounts hasn't increased at all over that
period. I think Mr Telecom may be telling porkies.

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Post by bumbleguts » Wed Sep 19, 2007 5:31 am

Kenrick has resigned and will leave in mid-December.
LMAO I wonder why hahaha
No one can make you feel inferior without your permission.

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Doh

Post by bumbleguts » Wed Sep 19, 2007 5:36 am

I just thought I would check my webmail to see if I had any emails in my spam folder and what do I get.
The page isn't redirecting properly




Firefox has detected that the server is redirecting the request for this address in a way that will never complete.




Nice one xtra
No one can make you feel inferior without your permission.

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Post by EzyAuctioNZ » Thu Sep 20, 2007 1:10 am

Anyone would think that the systems were being run by amateurs, or maybe even cowboys... certainly not professionals.

My father runs a business which relies on attachments (pictures) being sent via e-mail, this has caused him no end of headaches, and he isn't even an xtra customer !

He has even had to resort to driving a 3 hour round trip to go and pick up photos as the sender was not able to send them to him !
Cheers

Scott
http://www.ezyauctionz.co.nz

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