On Wednesday the 23rd of September Internode contacted me to respond to the letter I sent Thursday 17th September.
The initial response was via a phone call from Emma Rocca, Internode’s Customer Relations representative. The phone call was then followed up by an email from Emma acknowledging our conversation in writing. Here it the email response.
To: rXXXXXX@internode.on.net
Subject: [ticket.internode.com.au #2179885] Attention: The Carrier Relations Manager
Hi Russell
As per our phone conversation you can reply to this email address with any information that you would see of benefit to Internode, regarding the congestion issues at the Crace exchange. Please note that this is not a guarantee that the information will be passed on to our wholesaler.
As discussed Internode is liaising with our wholesaler to try and get the congestion issues rectified and all customers affected are notified via SMS on a monthly basis with any updates that we receive. At this stage Internode has not received an ETA in regards to when this will be addressed but we will continue to apply pressure and escalate this matter where possible.
We appreciate you taking the time to write to us and thank you for your understanding.
–
Kind Regards
Emma Rocca
Internode
Customer Satisfaction Team Leader
Phone: 13 NODE (13 66 33)
Fax: (08) 8235 6999
150 Grenfell Street, Adelaide SA
www: http://www.internode.on.net
Emma took time to explain that John Lindsay had read the letter and tasked her as the Customer Relations Representative to contact me and explain what Internode have done to address the issue. She also explained that my letter has been forwarded to the Wholesale Provider through the escalation process.
Emma has assured me that Internode has escalated the issues concerning Crace exchange as far as their relationship with their Wholesale Provider allows. John Lindsay is aware of the issue and taking all the steps possible to find a resolution.
The issue has been openly acknowledged by Telstra Wholesale as a congestion issue with their infrastructure.
This is encouraging as Internode senior management are involved in resolving the issue and as much pressure as possible is being applied by my ISP.
Our conversation did raise some concerns that I believe need to be addressed.
Internode only receives updates on the Crace exchange issue once a month, around the 8th. This consists of an acknowledgement of the issue and the expected ETA for a resolution. It would appear that the Wholesale Provider is not interested in engaging with the ISP or communicating in any meaningful way. As much as it would appear my ISP is attempting to engage, the Wholesale Provider appears not to be interested.
The Wholesale Provieder is not admitting what the actual issue is related to. I asked Internode if they had been given details of what the issue was. Internode did not seem to actually know any details other than the issue relates to congestion. Part of understanding the magnitude of the issue is having details on where the issue lies. If the congestion is with insufficient switching infrastructure that gives me confidence that the Wholesaler actually looked at the issue at some point. No information is far from transparent to the users paying for the service.
The Wholesale Provider refuses to provide an ETA for the resolution of the issue. For at least 6 months there been no ETA provided to Internode and as of the 8th of September there is still no time frame for resolution. I can only assume the Wholesale Provider is not interested in addressing the issues at Crace exchange regardless of the pressure being exerted.
These issues are significant enough in my mind to escalate further. If the issue was with a new car there is no way a manufacturer could acknowledge a defect, keep the details of the defect to themselves and refuse to provide a time frame as to when the defect will be addressed.
Why is this any different?
