Thanks for the comment on my blog. I've also emailed this directly to you.

My main problem has been continuing aggravation to do with getting the internet (1 month wait, $200 bill for modem, + extra delay due to screw up when I ordered the plan originally), and when I finally go the modem and plugged it in, the wireless connection didn't work automatically. Furthermore, I found the instructions with the modem to be completely unsatisfactory. There was very poor guidance as to what needed to be plugged in there. Thank goodness I had an adaptor for the prongs/v. plug for the wall socket, or nothing would have worked.

Anyway, I had hoped that I would just be able to plug it in and start surfing wirelessly. Instead, I had to spend 2 hours with my laptop attached via ethernet cable, logging into the modem configuration thingo, and changing settings to get the wireless to work. It didn't even connect to the internet straight away – it took about 40 mins to connect. I also had added annoyance with spending a long time on hold for support (I ended up hanging up after 15 mins, since my mobile phone battery was running out). The icing on the cake was that instructions to configure the wireless modem were only available online. This really beggared belief – since it must stand to reason that most people won't be able to access this information if they can't access the modem wirelessly). Why this information wouldn't be printed out and included with the modem is beyond me.

Ultimately, my problems have been:
1. Being screwed around with ordering the internet and modem (been dealing with Daniel from the TIO resolution area)
2. The wireless modem not working straight away when I plugged it in – took ages to connect to internet,
3. Had to set up wireless config while connected via ethernet. Why didn't it “just work”?
4. Spent ages on hold waiting for tech support.
5. Instructions with modem were woefully inadequate. They should be written for a 13 year old who has no tech background, rather than for a 30 year old technician.

Again, I appreciate the comment on the blog, and Daniel from Internode resolution has been helpful. What I've learned is that to get good service, you need to complain.

Cheers
Alex

Sorry to hear of your negative experience on this. We definitely do pre-configure routers when they're ordered as part of the ADSL signup – it isn't just a marketing term – I know because I have a hand in organising it!

The router should arrive with your ADSL username & password; plug it in & it works. This happens many thousands of times a year, no probs.

Based on your feedback, it's clear “something broke” & I'd like to find out exactly what. If you would like to email me your client number, I'll look into it.

I hope that your future experiences with Internode change your current perception!

Regards, Jim Kellett, Internode Product Manager