Whirlpool

In recent times ive noticed a large increase in the number of complaints about Netspace and in the past month netspace has slipped from 6/7 to 9 on the list of most popular ISps on whirlpool.

Im creating this thread to see what suggestions users may have at current to improve netspace and make it more desirable, (by that i dont mean suggestions like make all plans free)

here is my list (currently a 512/128 active customer with netspace home phone)

1) Introduce a 1500/256 plan with 15/15 gig limit for $60-$65 bundled

2) Introduce an automated opt in/opt out newsdesk notification emailer, to inform customers of planned outages, and possibly current ones

3) Increase total presence of whirlpool, by being proactive and more open, something which seems to have slipped over the past 2 years, (things like the begginings of the calling helpdesk sticky)

4) Enable the templestowe excahnge for ADSL2+ (personal request there)

5) Do something to improve the sign up process, to better please customers, (dont really know whats actually going wrong there, but lots of people seem to be complaining)

6) reduce helpdesk wait times (but i believe thats already happened)

Thats all i can think of atm, if more ideas come to me i shall add them later, what else can all you other users think of?
(edit: fixing formating, and adding more info)

The Kitchen Sink writes...

here is my list
currently on the 512/128 K plan unbundled

1) Keep using the help desk staff who have Aussie accents, no subcontinent staffers please, so far this has been maintained by netspace and this is a good thing, hope it doesn't change imho the staffers who are there that i have interacted with i can understand. my experience with other staffers from other isps annoy me with the usage of subcontinent staffers with thick accents and they talk so damn fast, a complete waste of time and shortage of patience from the callers point of view
%%

2) slight lengthening of off peak by 1 hour would be a good thing from midnight to 8 am - this is a reasonable request
%%

3) A netspace usage tool that also has news desk items (nothing over bloated with emails or other things just usage and outages planned details would be nice
%%

4) reduction of the conflicting discussions between netspace staffers and users as noted of late, while this has not happened to me personally, since it is reported here there may be some merit that netspace staff are not documenting discussions between staff and users with issues. so better documentation of disussions would be a good thing.
**

5) while one suggestion of mine is believed to considered by netspace and this is in relation to the upgrade pages of mynetspace to adsl2+ where by some exchanges require bundling that the return message should not be cryptic but in english to suggest that this exchange only can be upgraded if you bundle

further it would be great to reduce the need to bundle for more exchanges in future. people should bundle only if they find exceptional value in doing so, if not they should not be forced to do so
**

6) that netspace staffers have a good look at the complaints here in whirlpool to learn from them and avert future discontent, surely to god in some cases there could have been a better way to handle some of the cases written about here .. a good reputation is a long lengthy process it would be a shame that a few bad cases holds that reputation in contempt
**

7) call backs , now this seems to be a big issue, if call backs could be better managed then this would reduce the discontent, so many people report they have not been called back, i have no idea if the users are not giving their mobiles also in details perhaps netspace should have two phone numbers in their database home phone and mobile contact so if one can not be reached then the other is tried

And when you say you are going to call back in a certain time frame then please do so.
**

8) I look forward to the revision of netspace plans when they are released in September/October
some increase in total data traffic would be welcome
%%

** I have not personally found this to be an issue and is related only to what has been observed as issues in whilrpool

%% suggestions that relates to my self personally

One more idea of mine, introducing a section on the netspace homepage detailing future improvements to netspace services in rough terms, for example

Installing new core routers /upgrading them

Upgrading link capacity between x and y

Continuing ACCC access disputes x, y and z

Upgrading servers to Windows Me, to improve sysadmins capacity to deal with multiple server failures

btw good list you have there Kjaere

I'd like them either to:

a) extend off peak hours, as said above

or

b) Make it so that allowance is spread more like 60%/40% between peak/off peak.

My 2c worth

1/ Add B/pay as an option
2/ Get Naked :)
3/ Continue to reduce ph. waiting times
4/ New & More flexible plans
5/ Become Proactive rather than Reactive
6/ Honour commitments in the time frame specified
i.e. return calls, answer e-mails(not canned
replies)
7/ Refrain from using tickets as a placebo
8/ Billing Dept. requires a major overhaul (too many
mistakes)
Please Keep
Your Tech. help desk staff
The value for money plans
Company Reps on W.P. (IMHO Netspace reps. are a cut
above most other I.S.P'S)
Mike

I need to add another thing that netspace could do to improve things.

It has come to my attention that any one can sign some one else up to a plan bundled or unbundled whether the person that is being signed up knows about it or not whether the person being signed up has given permission or not.

what steps will netspace take to block this from happening

one suggestion i have is that netspace contact the primary adsl number and ask to speak to the person registered on the online form and have some confirmation process

one case of this has already happened as illustrated in thread /forum-replies.cfm?t=972700

while the person doing this had apparently has authorization whats to stop any one doing this

a additional field of information should be added so that people signing up should be given an option to having a second person as a authorized agent/representative of the primary person signing up to the internet/bundled accounts so should the phone or internet or both go off line then a second person can make inquiries on that persons behalf to resolve the issue

1) Get the wait times under control. In ten years I have only managed to get through in under 30 minutes once out of about 40 odd calls.

2) If support staff say they are going to call back do so. Only happened once out of about 10 times they said they would, I assume because the problem had escalated to the point where I said I would contact the TIO if they didn't get their act together and fix it.

3) More informed help desk staff, or admit there is a problem if there is. Not sure which but on several occasions Netspace have had a problem and in the end I had to contact the owner to get them fixed. One was a simple reboot of a proxy that the help desk refused to accept had a problem even when I gave them it's IP address and told them what was wrong. The other was back in the days before broadband when they denied they had changed anything to do with the modems or that anyone else was having the same disconnection problems, even though I had 6 friends with Netspace all calling the helpdesk with the same problem, all being told no one else was experiencing it. Once again Stuart, one of the owners confirmed the modems had a firmware upgrade at the time the problem started and reverted them to the old firmware, problem fixed.

4) Stop lying to customers/stop pretending you have a computerised support system/get your system fixed. I don't know what is causing the problem. Quite often someone on help desk says they have logged a problem with accounts or tech and when you ring back when nothing happens there is not record of it. Often that person assures you over and over they have rectified it and placed the request. A week later nothing happens and you go through the motions again. No record of the request. They assure me if it had been done it would appear on my account. This held up a refund on an incorrect charge for about 5 months. They did refund once during that period but then immediately charged the amount again (back dated)

5) Get some extra capacity as you sign extra people.

6) Get the requests for connection to Telstra and others out in a timely manner and stop lying and saying they have been sent. When you talk to different help desk people you can get caught out in your lies. One will tell you it had been sent weeks before. Talk to another and he will let you know that it had just been requested when you were on the phone to the last help desk guy. Once again, stop lying.

Make DSL2 cheaper like TPG :)

get rid of peak and off peak and just make it one

I hardly ever use my off peak so would be better for me and I bet alot of other people

Kjaere writes...

a additional field of information should be added so that people signing up should be given an option to having a second person as a authorized agent/representative of the primary person signing up to the internet/bundled accounts so should the phone or internet or both go off line then a second person can make inquiries on that persons behalf to resolve the issue

They can, I have myself and my father on my account :)

ICEcold writes...

They can, I have myself and my father on my account :)

i didnt see such when i assisted signing some one up to netspace recently, i know there is a method, but never seen addiional fields of information to add another person as authorised on sign up am i missing something ?

however on the actual sign up pages would be more useful

Itchybiscuit writes...

Make DSL2 cheaper like TPG :)

In TPG's case it truly is Quantity not Quality. You get the beefy data plans, but you get none of the service, support or reliability that you get with Netspace, Internode or iiNet to name a few.

I think other ISPs over more value for money at this point of time. I'm on the 1.5 20/20 plan, and easily with the price I'm paying at the moment I could get better value elsewhere. I'm reasonably happy with Netspace, and I hate changing ISPs. I'd like to see netspace abolish the whole peak / off peak thing, or maybe even increase their off peak limits? I think for the same price Westnet has a 20/40 limit.

I hate bundling, unless it's worth the hassle (free calls etc. like with iprimus).

Kjaere writes...

i didnt see such when i assisted signing some one up to netspace recently, i know there is a method, but never seen addiional fields of information to add another person as authorised on sign up am i missing something ?

I don't think you can do it online, I think it is only possible through manual sign up or when using the faxed form to add someone.

ICEcold writes...

I don't think you can do it online, I think it is only possible through manual sign up or when using the faxed form to add someone.

thats why i made the suggestion that it be added as an option on the sign up pages

or that netspace clearly give details on signup that if this option is required or wanted to then follow an alternative method or phoning up etc

1) Abandon the idea of caps, even if we get slightly less bandwidth. $60 gets me 512k/s with 25gb/25gb, I'd gladly pay the same for a 40GB bandwidth allocation with no caps. A friend of mine was a few minutes away from signing up for netspace but then noticed the split plan & that was a deal breaker for him, I'm sure he's not alone.

2) Abandon bundling (its apparently compulsory for regional places like wagga), I can't bundle & therefore netspace is losing the extra money they would get if I was able to upgrade to ADSL2.

Aliasalpha writes...

Abandon bundling (its apparently compulsory for regional places like wagga), I can't bundle

It's actually Optus who force bundling, so blame them

die optus!

I was kind of hooping that a rep would comment in here, at some stage to give some feedback about what netspace thought of this thread, but i guess that was hoping too much, hopefully the powers that be are reading this.

One more idea from me though, although its more a feature i dont want, or rather lobbying i want netspace to do.

We do not want mandetory ISP level filtering for net access, it wont work properly and will make everything harder and more expensive, so if Netspace could continue its lobbying to stop this bad idea, that would be very good indeed, (i am aware netspace is already against this policy, as outlined here www.netspace.net.au/pdfs...ess-20080214.pdf )

Is there any chance of netspace entering the telephony market again?

Other than a rebill scenario with Telstra, what about a full Local Number Portability process with all of the major players, AAPT, Optus, Telstra etc and new naked plans which include voip via a complimentary partnership with MNF or Worddialpoint...other compentnet player (or acquisition!)

Netspace as the ISP control the number, MNF et al provide the telephony service and share the profit.

Bundling ADSL2+ and voip but as a true differentiator in today's market.

Something that could save $100's if priced correctly.

My question to Netspace - What do they want to be when they grow up?

A leader, a fast follower? or a volume(price sensitive) seller?
Full service, deep skill in targetted areas, or minimal service (less cost)

All of these will shape our ISP and meet either a larger or shrinking market and will not be judged just on product set.

Surprised that nobody has mentioned a Premium Usenet service similar to Internode which has usenet feed from Giganews and Astraweb.

Just my 2c worth

Decent Gamespace file selection.
For example most of the major ISP's host WoW client updates and more recently the 13GB Conan client.
They say Gamespace is "Australia's best online gaming" yet they have pitiful support for mainstream gamers.

≤ Matt ≥ writes...

In TPG's case it truly is Quantity not Quality. You get the beefy data plans, but you get none of the service, support or reliability that you get with Netspace, Internode or iiNet to name a few.

ahh thanks for that explains it, i am happy with netspace have been for 2yrs must admit hardly any drop outs.

I think netspace need a more detailed usage meter. The BigPond one gives you your monthly history, amount used today, yesterday and tips for managing usage. I'd like to see this in the Netspace usage meter.

Matt,

Have you looked at Numnut as your usuage meter? I have been using it since joining Netspace and can't fault it. (XP Home)

/forum-replies.cfm?t=762207

I have been a Netspace Customer for 5 Years and would have to say overall I am happy with there service. I am on the 512K/128k 25GB/25GB plan for 60$.

I would like to see the 1.5MB plans drop to around the same price even if I had to drop to 20GB/20GB.

Tommyboy42 writes...

am on the 512K/128k 25GB/25GB

There is no 512k 25GB/25gb

The highest 512k plan is 15GB/15GB

≤ Matt ≥ writes...

There is no 512k 25GB/25gb

The highest 512k plan is 15GB/15GB

The 512k 25g/25g plan is a old plan that is no longer available.

It was available at various prices.

You are correct, at present it is no longer available, however those that opted for it at the time it was available can remain on it until they change to another plan, but will be unable to return to it. This is a netspace policy on plans

Kjaere writes...

however those that opted for it at the time it was available can remain on it until they change to another plan,

Damn... I wish I had upgraded to 512k earlier than 2006

So it was like the old FG Special/Unlimited* plans?

≤ Matt ≥ writes...

So it was like the old FG Special/Unlimited* plans?

correct it was offered around the same time and earlier. I upgraded to it and remained on it since. It was one of the better plans that netspace made available at the time although recently I have found the need to obtain additional 12 GB datablocks during peak.

so i am hoping for additional traffic volume plans to become available in the 512k or 1500k range , if none forthcoming then ill just stay where i am as it serves me well

I dont think there will be any new plans to become available much before the end of footy season leading up to xmas, traditionally this has been done in the past, although netspace have snuck in new plans around june also

I only have one request...

Remote disconnect from Mynetspace

If there's one thing I miss since leaving iiNet, it's the remote disconnect feature as I'm currently overseas and have no idea what has happened to the internet connection to my PC. Suffice to say, I have called into my MyNetfone account and it isn't getting through either so it's safe to say the connection has dropped out from my Billion modem. The ability to check on the website and perform a remote disconnect would resolve this while I'm in China.

What gives, Netspace?

more suggestions:

opt in or an opt out email of planned outages

consider a trial of a after hours help desk with a couple of staffers or extend the help desk operating hours to up to midnight

An optional news-desk email notification service to let us know of upcoming outages. From memory, i'm pretty sure iiNet did that over 4 years ago. I have many more requests but they've been pretty much covered already.

Have gamespace host something useful!

Jikx writes...

Have gamespace host something useful!

you suggestion has merit, but it would be more helpful to give some kind of list as to what you define as useful , dont leave it up to them to decide what is useful after all thats what they are doing at present and clearly this isnt working

It seems there are a fair few more suggestions for an email notification of outages in /forum-replies.cfm?t=977075

Another idea which would be of some but not a huge lot of beenfit to me, would be 1 - 3 hours of dial up a month which could be used concurrently to the adsl link, but i dont consider it to be a major piority personally.

Pilfer writes...

In ten years I have only managed to get through in under 30 minutes once out of about 40 odd calls.

Wow, in around 7 years with Netspace I've called them maybe 5 times in total.

Hoo Roo

Another suggestion, which has just shown up in a random trace route i did

free data to the www.theage.com.au and whatever else my be hosted on the akamai server which is now on the netspace network.

tracert www.theage.com.au

Tracing route to a946.g.akamai.net [210.15.241.7]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms gateway.homelink [192.168.1.254]
2 23 ms 19 ms 23 ms lns3-loopback0.Melbourne.netspace.­ net.au [203.17.101.67]
3 18 ms 19 ms 19 ms core2-cr-gigether-5-2-11.Melbourne­ .netspace.net.au [203.10.110.196]
4 22 ms 19 ms 20 ms a210-15-241-7.deploy.akamaitechnol­ ogies.com [210.15.241.7]

Trace complete.

edit:fixing the formatting errors created by notepad

The Kitchen Sink writes...

free data to the www.theage.com.au and whatever else my be hosted on the akamai server which is now on the netspace network.

Yeah. I'd like more free data. For a period my PIPE was free, but that's been fixed now :(

another suggestion:

might be a good idea as a suggestion that the on-line form gives a reference and a confirmation of what you have chosen is what you wanted during change of plans, churning etc

rather then leaving people guessing or hoping

another suggestion that has come to light is to make available on mynetspace previous months usage going back since connected.

Edit: I have called Netspace on this issue (call wait time was 2 mins), have made a suggestion that this be implemented which was noted and also followed up on my previous suggestion of emails being sent when planned outages are known, this too remains on the list. No indication implemention ETA nor of their priority. The call was pleasent and informative. thumbs up!

In passing while we may well make suggestions here, there is merit in each of you phoning in your suggestions to customer services. the prior months usage stats suggestion for example the rep i spoke to had indicated many had suggested the same thing, hopefully this will encourage netspace to action this suggestion. The Only way to get things moving is up to each one of you who feel strongly to also play your part. While we all want these things now, we should understand rome was not built in a day. be patient but keep focussed and keep phoning netspace and discussing here

Good Luck ..

also another suggestion is for netspace reps to confirm in here the issues raised that have been rectified corrected or implemented so we all know, saves for creating of additional threads

Kjaere writes...

might be a good idea as a suggestion...

Hi Kjaere,

Thanks for your feedback, I've forwarded this on to the relevant department.

Also keep in mind that Whirlpool is not an official means of support (whirlpool.net.au/wiki/?t...P_SupportChannel) and feedback should be sent to survey@netspace.net.au.

Regards,

Tom
Netspace Online Systems

Tom (NS Support) writes...

Thanks for your feedback, I've forwarded this on to the relevant department.

thank you Tom (NS Support)

Also keep in mind that Whirlpool is not an official means of support

Yes while I am aware others may or may not realise this so this reminder is a timely one so thank you.

However in saying that, i do believe that utilizing whirlpool while not for official support but as an annex to disseminate information from netspace to those that are savvy (and vice versa) and this forum is an efficient method in addition to the official netspace website, and current reaches more people who are discussing these issues since netspace does not have its own forum.

Interactivity is a important component of what whirlpool provides.

This is acknowledged exemplified by the fact myself, you and others are here discussing these issues and interacting. This is a good thing

i think we are all agree that this place helps in getting issues resolved and to keep the finger on the pulse.

Keep up your presence in here and I encourage other netspace reps to continue to assist where possible, it is appreciated.

Cheers.

How about this as a suggestion.

When you signup you provide them with a mobile phone number. When you wish to cancel your account you do it online. They then send you a password to your mobile by sms which you can enter into your netspace page to cancel the account.

They already send you an sms to tell you the account is active so this technology is already available.

If you dont provide them with a mobile phone number then you have to cancel the account the old way via written means.

Tom (NS Support) writes...

Also keep in mind that Whirlpool is not an official means of support (http://whirlpool.net.au/wiki/?tag=WP_SupportChannel) and feedback should be sent to survey@netspace.net.au.

Hi Tom

Thanks for your input to this thread and your reminder, out of curiosity, since i just had a brief look where can you find on the netspace website instructions for where to send suggestions, i just did a search on the FAQ and turned a blank.

It may be an idea to add that to the support FAQ , and possibly to place a clear set of instruction to send in suggestions in a more prominant location on the netspace website, and perhaps creating a more logical email address to send suggestions, such as suggestions@netspace.net.au as opposed to survey

Thank you for your input once again, and its pleasing to see that netspace staff are watching this thread.