My Go Card trial

[ozbob]

Had another look at Central go gates this afternoon, 4.17pm, three red Xs Edward St array on, one red X front array on and one red X Creek St side on, none on the off side of all the go gates ...

[Mozz]

Central - Edward Street gates - 5.00pm - 3 red X's - 50% out of action for peak period going on Bob's earlier report

[ozbob]

Feedback to TransLink submitted 4.05am 12th November 2008:

Howdy,

The touch device on the western end of the Oxley platform near the lift, has a fading screen.  It is very difficult to read and see if one has correctly touched.

Thanks.

Regards
Robert

Footnote: Acknowledgement received from Translink 7.44am 13th Nov  TransLink feedback 149947.  Thanks.

[O_128]

Alot of screens are fading.Also when it rains or is humid water droplets build up under some of the screens! resulting in very poor quality!

[ozbob]

No red Xs noted at the Central go gates this morning, either off or on directions.

[ozbob]

No red Xs this afternoon at the go gates (both directions) around 4.25pm at Roma St either!

[ozbob]

No red Xs on the go gates at Roma St 6.23am 13th November.

[ozbob]

No problems on the GO on rail this week for me! 

I have continued monitoring the red Xs with Go gates at Central and Roma St.  I have come to the conclusion as the result of my observations that the red Xs are NOT being used for directional control, but simply are random and represent system issues with that piece of equipment at the time.  They may well be used for directional control as well, but I have seen no regular pattern to suggest that is the case.

[ozbob]

There were major issues this morning with some go card gates at Central.  Maybe the random red X's I have noted above was a harbinger of problems to come ...

[ozbob]

Called into Central on the way home.  All the go gates were going!   

Ended up catching the 4.09 Redbank service (actual 4.12), IMU 175!
Don't tell the north coasters ....

[ozbob]

No problems with the GO on rail for me this week. 
Wish I could say the same about the buses. 

Still much feedback of ongoing issues from bus GOers, real shame.

[ozbob]

No worries on the GO this week on rail for me.

Some feedback from users spending a lot of money on mobile phone calls to TransLink to sort out go card issues.
Surely TransLink can institute a call back service to people who only have a mobile?  See http://backontrack.org/mbs/index.php?topic=1491

How about a web based claim form?  This would reduce the administrative load significantly.

[dwb]

I've had no worries over the last month or so using it on average twice a day on buses except for the odd nonbeeping machine. Although I don't do all that many transfers.

I've noticed a fairly significant uptake on some of my usual routes... the other day I even had to run for the bus as the 12 people boarding (who I thought would give me heaps of time to walk to the bus) were all in fact boarding using Go and hopped on too quickly!!

[ozbob]

Glad to hear it Dwb!  No problems for me on rail other than X  on go gates particularly at Central.

[pangwen]

I had a funny experience with the Go Card yesterday - there was only one line in my Go Card history that I would have expected:

11-Dec-08 07:51:02 AM    Touch Off    Brunswick Street    -0.20    *
11-Dec-08 07:36:04 AM    SV Read Contents    Revenue Protection Roma St         
11-Dec-08 07:35:52 AM    Touch On Transfer    South Bank         
11-Dec-08 07:34:24 AM    Touch Off    'Mater Hill' Busway Station [BT010808]    -1.52    *
11-Dec-08 06:56:23 AM    Touch On    'Waterstone' Illaweena Street [BT010765]         

I didn't get on at Waterstone (got on several stops later at Algester), and I got off at South Bank, not Mater Hill (unless I can run the distance to the train station in a little over a minute...). Also, the Go Card readers still say "Brunswick Street" even though the station has been renamed to "Fortitude Valley".

The most interesting thing would be that the handheld readers now register on your Go Card history - I've had my card scanned several times before, but this is the first time it's actually shown up for me.

[ozbob]

Welcome Pangwen. 

Looks like the bus lost its location, a few stops out maybe a GPS error or something?  Interesting thing seems that the error was constant, when you touched on and then touched off.  Another interesting error!   

I would have thought that it would have easy to update the station name change, apparently not.

Thanks for sharing the information.

Regards
Bob

[ozbob]

On the go this week, heading off to Cleveland this afternoon.  Will touch off when I get there if I leave the platform, and touch on when I get back on the platform.  But if you just stay on the platform then ...

if you are transferring between QR services and you don?t leave the station or platform between transfers
you only need to touch on at the start of your journey and touch off to end your journey ? you don?t need to
touch off between QR services unless you leave the station or platform for any reason.

Source: TransLink Go Card User Guide

[Mozz]

When catching the BBL bus from corinda to oxley on Friday night I recall the message over the PA system on the train reminding passengers using gocards to remember to touch off when they reach their destination. As the BBL buses don't have go card readers it seems that the expectation is that passengers will use the BBL buses (which run when tracks are closed for maintenance/upgrades) will travel from the point of departure back onto or up to the nearest gocard reader at the station they finish their journey.

[ozbob]

Bit hard to do when they fence off the station as was the case at Oxley.  I think it is reasonable for people to touch off when they leave the station as stated in the user guide to transfer to a bus. The fact that BBL buses don't have readers is not the users problem I would suggest 

[dwb]

Absolutely, and this is the practice.

I was on the Ferny Grove line and had to deboard the train at Bowen Hills, and there were staff everywhere. Both my friend and I were travelling with Go card. We enquired and were told to tag off exiting the deboarding station.  The bus component was essentially free. We did not board the train.

IF you do re-board, chances are you won't have exceeded your number of interchanges, so this will be an extension of journey.

[ozbob]

Just a  reminder of how useful the go card can be.

On Saturday I travelled from Oxley to Indooroopilly, stopped at Indooroopilly, touched off went to a shop for  half an hour or so, touched back oncontinued on to Central.  Touched off, went to a shop, came back, touched on within the one hour limit, continuation of travel and back to Oxley.  The fare charged is a zone 1 -3 go card single for the whole journey.  The trip back from Central to Oxley is no charge.  The trip in from Oxley to Indooroopilly is a zone 2 go card single, continuation of travel from Indro to Central is just continuation (difference between a zone 1-3 and zone 1-2 go card single).  If I had already completed 10 journeys it would have been even cheaper. 

Not everyone can do this sort of journey, but when you can use the Go card.

[Derwan]

On the go this week, heading off to Cleveland this afternoon.  Will touch off when I get there if I leave the platform, and touch on when I get back on the platform.  But if you just stay on the platform then ...

if you are transferring between QR services and you don?t leave the station or platform between transfers
you only need to touch on at the start of your journey and touch off to end your journey ? you don?t need to
touch off between QR services unless you leave the station or platform for any reason.

Source: TransLink Go Card User Guide

Sounds good - but apparently it doesn't work like that - at least not if you touch off at your originating station.  My partner travelled from Northgate to Central yesterday to meet a friend and bring her back to Northgate.  My partner didn't exit Central, so didn't touch off.  Here is the result:

26-Dec-08 11:10:15 AM  Touch Off   Northgate     -5.00     *
26-Dec-08 10:06:10 AM  Touch On   Northgate         

Instead of charging a single zone ticket, the system charged the fixed amount.

[ozbob]

Yes, despite the user guide, it seems the system can't handle a touch on and touch off at the same station without an intermediate touch.
If you go Northgate Central Touch off fare as appropriate, then touch back on within an hour, continuation of travel and will be a zero fare back to Northgate.

[ozbob]

Another real example.

On the 28th Dec I went for journey out to Ferny Grove.

Touch on at Oxley, touch off Central - debit go card 3-1 zone fare

touch back on (continuation of travel) out to Ferny Grove, touch off - no charge,

touch back on (continuation of travel)  touch of at Grovely - no charge,

touch back on (continuation of travel)  touch off at Oxley - no charge. 

You can transfer up to three times in one journey.

Your go card will automatically calculate one overall fare for your whole journey, as long as you follow the transfer rules.

    * Touch on at the start of each new leg of your journey.
    * Touch off to finish each leg of your journey. You must touch on to start the next leg within the 60 minute transfer window.
    * You must touch on to start the final trip of your journey within the three and a half hour maximum transfer time.
    * You must touch off at the end of the last leg of your journey within five hours from the time you started your journey.

http://www.translink.com.au/qt/transLin.nsf/Index/go_faq

The go card was designed for enthusiasts no doubt ... 

[ozbob]

Travelled from Oxley to Landsborough yesterday.

Caught the rail bus from Beerburrum to Landsborough, and rail elsewhere.

No problems with the go card yesterday, worked well correct fares. No problem on the rail bus although only the driver's dcu to touch (no rear doors).

31-Dec-08 07:27:02 PM     Touch Off     Oxley     
31-Dec-08 06:58:06 PM    Touch On    Roma Street         
31-Dec-08 04:10:55 PM    Touch Off    Roma Street    
31-Dec-08 01:58:15 PM    Touch On    Landsborough         
31-Dec-08 11:58:38 AM    Touch Off    Landsborough Station [15536]
31-Dec-08 11:33:49 AM    Touch On    Anzac Ave* [19080]         
31-Dec-08 10:20:57 AM    Touch Off    Beerburrum    
31-Dec-08 09:48:55 AM    Touch On    Elimbah         
31-Dec-08 09:14:16 AM    Touch Off    Elimbah    
31-Dec-08 07:23:17 AM    Touch On   Transfer    Central         
31-Dec-08 07:14:29 AM    Touch Off    Central         
31-Dec-08 07:05:28 AM    Touch On   Transfer    Roma Street         
31-Dec-08 06:37:45 AM    Touch Off    Roma Street    
31-Dec-08 06:04:02 AM    Touch On    Oxley

TTO checked tickets between Oxley and Roma St.  No record of the check on history, some people have previously reported that it shows up.  It is possible that the system has not yet been updated from the mobile reader used by the TTOs yesterday.

[ozbob]

Back on the Go!  No problems on rail of late for me.

BUT many reports of ongoing issues on buses, eg. folks touching on but due to beep failures drivers requesting them to touch on again which of course then causes problems if users are not alert to what is happening.  Often when they retouch they actually touch off or cancel and then are prime candidates for a fare evasion. And then when they touch off, whammo fixed fare.

Also when there is a change of a bus driver during a run, all users who are touched on must touch off prior to the driver logging out and then retouch on when new driver opens up the console.  There is a lot of confusion on this point and needs to be sorted asap, preferably a system change.  But it seems any changes on the Cubic system are difficult and/or costly for TTA.  Boy, would I like to see the contract but I guess we never will ...

What compounds the issues of course is if the punters try to seek a credit adjustment they are often treated as though it is user problem ...

Ed. To further clarify,  change of bus and driver seems to be the issue.  If you go from one bus to another you should touch off before the driver logs out and then touch on again on the new bus.

[Derwan]

Also when there is a change of a bus driver during a run, all users who are touched on must touch off prior to the driver logging out and then retouch on when new driver opens up the console.

That's ridiculous!

Just a note on online top-ups - they are no longer happening instantly for QR.  It's taking up to several hours.  (E.g. top-up online before leaving for work in the morning.  Top-up isn't applied until the trip home.)

[ozbob]

It seems that each bus has it's own id on the system.  So if you touch on a bus with a certain number, and then touch off on a different bus this is interpreted as a failure to touch off on the first bus and a failure to touch on the second bus.  This happens when buses are changed during a run eg. fuel problem or mechanical issue for example.

Sometimes passengers are not given the opportunity to touch off before the driver closes the console.  This will then result in issues on the next bus.

[ozbob]

No problems the past couple of weeks on the GO on rail for me! 

Looking forward to new fare options ... ever optimistic!   

A few reports of free rides on buses.  A few Oxley rail commuters had a free ride on Monday morning too when Go card equipment was not operational for the opening of platform 3 at Oxley.

Just a note:  Fare evasion is now $200.  Make sure you touch on and off!

[ozbob]

GOing along fine for me on rail.  The touch device near the lift at Oxley platforms 1/2 was non functional yesterday afternoon.  Most of the punters realised and moved to the other one near the stairs.  Some didn't 

GO!

[ozbob]

The touch device near the lift at Oxley is still not working 24 hours later ....

Hope this is not a harbinger for our Go card system ...

[Mozz]

Wasn't working at around 1745hrs this afternoon, I suggest some of the punters don't realise it didn't work because the writing, if you can see it says "seek assistance" which is a bit cryptic maybe it should be changed to "machine broken use another"

[Mozz]

Still broken at 1600hrs Friday 30.01.09 - I thought that the readers were on a network of some sort, which should mean they are monitored for faults?? I mean even if they aren't monitored then after 24 hours of no successful go card transactions on a fully functioning rail platform, a phone call to the station or the despatch of a technician to fix the fault should be a standard operating procedure.

[ozbob]

Yes, when I came on this afternoon still not on.  I haven't filled out a feedback form deliberately, just wanted to see if it would be fixed.  Seems not.  I will put in a form now.

[dwb]

The following notification is on the TL website:
Oxley station go card reader - effective 21 January 2009

Date   Wednesday 21 January to approximately February 2009
Time of route diversion   24 hours
Operator   QR
Regions   Western Region
Routes and descriptions   Ipswich/Rosewood line
Reason for service change   Oxley station upgrades
Stops not serviced   n/a
Alternative stops   n/a
Temporary route description   n/a
Notes   
go card passengers should use the card reader on platform 3, located at the Ipswich end of the station.

[ozbob]

Thanks Dwb, been 72 hours or so with this one.

Goodness knows what that is about, Jan 21?  The one near the stairs platform 1/2 is fine.  The one near the lift platform 1/2 went on the blink January 27.  It is ridiculous if they expect the punters to run from platform to platform trying to find a reader that works.

I think that TL notice of 21 Jan might be referring to the platform 3 eastern end where a reader will be placed.

If the reader on platform 1/2 near the lift it is out of service a sign should be placed on it advising users.  The poor punters just stand then touching and touching as if waiting for a GO miracle ....  LOL

In fact tonight I watched a punter X on the one near the stairs, realised then moved to the lift reader, again X  so basically gave up. 

I have put in a notification.

Cheers
Bob

Footnote:

I have put in a notification.

Generic response to form received 8.58am Feb 4  viz. : TransLink feedback 173009

[ozbob]

Someone, who will remain nameless, contacted me and said that her go card was not working at Oxley.  In fact all the touch devices were not working.  I politely enquired as to the nature of the problem.  The response was "When I touch the card nothing happens."  I asked where are you touching.  "I am touching on the little screen where it says 'TOUCH CARD'".

Of course the card needs to be touched on the 'touch circle'.  Most of us assume that is obvious but to some people it is not!!  There are aspects about the user interface for the go card system that are poor.  The message on the little screen could be improved by incorporating an arrow, thus ..

"TOUCH --->"

The arrow points to the touch circle which is to the right of the little screen.  Also stickers could be placed on the touch circles with the message 'TOUCH GO CARD HERE!" or similar.

[ozbob]

No response to the notification re the go card reader near the lift, so I have forwarded the following enquiry direct:

There is a notice on the TransLink web site at http://servicechanges.translink.com.au/db/servicechange.php?id=261  which is very confusing.  It makes little sense.

There are presently three go card readers at Oxley.  Two on platform one and two, one on platform 3.  The one next to the lift at Oxley has not been operating since about the 27th January.  There is no sign placed on it indicating it is out of order (if that is the subject of the above notice), and is confusing many go card users.

Why would the notice on the web advise people to go to platform 3 when there is a functioning go card reader next to the stairs at Oxley platform one and two?

Why should users have to run from platform to platform to find a functioning go card reader in any case?

Passengers at Oxley have had to put up with much inconvenience of late.  This confusion with go card readers is not helping.

Could someone please sort out what is going on there please?

[ozbob]

No response from TTA as yet.  The reader near the lift is still just a X

I caught a 66 bus from KGSQ to Roma St today using the go card and then transferred to rail.  No beeps on the bus but other than that all worked.

[ozbob]

Re go card device near lifts Oxley platforms 1/2. A standard generic response to the form submission of the 30th Jan was received at 8.58am 4 Feb 2009.

No other action, the reader is still not functioning (5pm 4th Feb) and nothing to advise the punters.

The notice at http://servicechanges.translink.com.au/db/servicechange.php?id=261  still has the same  very confusing message.

Again an excellent demonstration of mediocrity in customer service which we have all become accustomed too.