Outages continue despite Telecom's claims

Telecom may have announced that it has solved its DSL micro-outages problem, but someone seems to have forgotten to pass that information on to the end users.

Telecom may have announced that it has solved its DSL micro-outages problem (see Micro-outages fixed: Telecom), but someone seems to have forgotten to pass that information on to the end users.

Micro-outages, a problem that has plagued Telecom's broadband JetStream service for months, are brief episodes that knock users off the network, often interrupting downloads or causing virtual private networking (VPN) applications to fail. The problem had reached such levels that Telecom directed JetStream users not to use the product for VPN solutions and to instead use the more costly IP.Networking suite of products that also use DSL but in a more managed way.

Alan Saks, a partner at Auckland optometrist Barry and Beale says micro-outages to both his home and work DSL connections are continuing.

"The release came out on Wednesday I think and on Thursday morning my connection went down from 8.40am to 8.50am. The same thing happened on Friday." At home Saks says his JetStart connection spends most of the day dropping out.

"I've checked to make sure it's not my ISP and it's definitely the DSL connection that's dropping out."

In Devonport the problem is similar, although speech writer David Slack wonders if these outages aren't more than the micro-outages Telecom claims to have fixed.

"I've always wondered if it didn't go beyond their claims and the last few days have been just awful." Slack says his connection doesn't always get dropped but does slow right down to a crawl and he's not very happy about it.

"I called the helpdesk and said I wanted a refund for the weekend and they said they'd give me 10% on the ISP side of the deal, which I claim as a small moral victory."

Slack says he believes Telecom is using the division between itself and Xtra as a convenient way of avoiding any problems.

"They blame each other. Honestly, it's cheaper than sending some guy round to punch you on the nose and steal your wallet, but the end result is the same."

Telecom was contacted by IDGNet for a story about JetStream nearly a month ago. General marketing manager Kevin Kenrick has not returned IDGNet's calls in that time. Telecom spokeswoman Mary Parker declined to comment in his place.

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