澳洲DODO internet service slowdown上千人遭遇p2p封杀, dodo面临ACCC调查

dustonly

ISP's speeds almost dead as dodo, customers sayAsher Moses
July 10, 2009
Dodo's broadband network performance and customer service woes have plumbed new lows, with the ISP's customers reporting cripplingly slow browsing speeds for the past two weeks.

Scores of Dodo customers have reported serious, sustained connection issues but, in a phone interview, Dodo's managing director Larry Kestelman denied there was a serious issue and said only a small percentage of customers were experiencing problems.


This conflicts with a 27-page thread on the Whirlpool broadband web forum, where a significant number of Dodo customers have reported being unable to access most international websites and some Australian websites.

The Whirlpool complaints are so widespread that the Australian Competition and Consumer Commission (ACCC) has said it is investigating the matter.

"All I can tell you is that we have over 150,000 broadband users and our call centre has not seen any abnormal number of calls indicating there's a mass issue," Kestelman said.

"We've looked into particular people who have complained of speed issues ... and the only pattern currently is that they're all comfortably downloading 100GB or more of data [a month]."

Andrew Corke, 27, from Victoria, said in a phone interview he had been experiencing the issue for several weeks and his internet was virtually unusable, with a one-minute YouTube clip taking 25 minutes to load.

"One half of the internet does not work, the other half does," Corke said.

He said he had been through three levels of Dodo customer-support technicians and had been unable to resolve the issue, with staff insisting it was his equipment that was faulty.

Dodo has been directing customers to Speedtest.net to prove to customers its network is performing well. However, Whirlpool users, including Corke, are suspicious that the site might be connected in some way to Dodo as, while its results showed a perfectly healthy 15Mb/second download speed, 10 other speed testing websites showed a meagre 25Kb/second speed.

Dodo said in a statement that its tech support average call wait time was less than four minutes, but it took Corke 50 minutes of waiting to speak to a level-one Dodo technician, and two additional days before a level-two support worker called him back.

"The third-level technician called me yesterday after I made the call last Friday," he said.

The technician finally admitted to Corke that there was a "network upgrade problem", and other Whirlpool users have reported being told the same thing.

But Kestelman denied there was a major issue with Dodo's network, saying "they can't say they're not getting delivered a good service if they're downloading that [100GB of data a month] and more".

Kestelman said he believed the reason some users were experiencing issues was that they were "very high level peer-to-peer users", which was "flooding their own personal link and overtaking their browsing experience".

But Corke said he did not use peer-to-peer file sharing programs at all and the most he would download at a time would be music from iTunes.

Dodo, a small ISP, notched up a staggering 6683 complaints in 2007-08 with the Telecommunications Industry Ombudsman. That compares with 9063 for the far larger Optus and 19,364 for the telco giant Telstra.

In the latest TIO complaint figures covering the period January until the end of March, Dodo had 1060 complaints compared to 1626 and 6835 for Optus and Telstra.


The ACCC's chairman, Graeme Samuel, has put telcos on notice and in March said he was waiting for amendments to the Trade Practices Act that would allow him to issue significant fines to telcos that do not clean up their act.

Today, Bob Weymouth, the regional director for the ACCC in Victoria who has taken up the telco issue, said the new fining powers were not expected to come into force until January 1 next year.

He said the ACCC had not received complaints about the latest Dodo speed issues but he would now investigate the matter after seeing the large number of complaints on Whirlpool.

"We're having a look at the content of Whirlpool and we'll take that into account as we consider what we will and can do," said Weymouth, who encouraged affected customers to report the problem to the ACCC on 1300 302 502.


for more information, please refer to:

http://forums.whirlpool.net.au/forum/31?g=65
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dustonly

This is ADSL 2+ plan, the speed should near 1-2MB/S, 20Mb/s

gqmxiao

cheaper for a reason  [s:4]

oostartit

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