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Topic # 71709 15-Nov-2010 20:55 Send private message

I have a bunch of Motel/Hotel type Tomizone installations, and normally they run with no issues. In the last hour I have had five of them ring and complain that for the last day or two they have been impossible to connect to the internet and rebooting the router brings them back online only to go off a short while latter.

In all cases the Internet feeds to the Tomizones all work fine.

Naturally their help line is not working as its after 5pm.

Anyone else had this issue.

Cyril

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  Reply # 405083 15-Nov-2010 21:09

cyril7: I have a bunch of Motel/Hotel type Tomizone installations, and normally they run with no issues. In the last hour I have had five of them ring and complain that for the last day or two they have been impossible to connect to the internet and rebooting the router brings them back online only to go off a short while latter.

In all cases the Internet feeds to the Tomizones all work fine.

Naturally their help line is not working as its after 5pm.

Anyone else had this issue.


Cyril


 

Never heard of tomizone before. Have you tried emailing them, as they should reply via email after hours.



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  Reply # 405085 15-Nov-2010 21:11 Send private message

Yep, tried emailing them, called their office in Auckland and Oz, no one home, all at the pub.

Cyril

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  Reply # 405096 15-Nov-2010 21:45 Send private message

Hi - Steve Simms (CEO - Tomizone) here...thanks for the post on Geekzone. I'm surprised by the difficulties and also the response from the help line. Needless to say, I need more information - what locations?

I've also looked at our core and all is well. Is there an Internet outage at the sites? have they all got supply from the same ISP? Have they paid their bill? 

Can you please contact support AT tomizone.com on email with more detail and we'll have someone onto this right away.

We're also undergoing an upgrade of our support services right now too so the phone support should be rectified soon.

I look forward to checking into the support queue with the team.

Steve 



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  Reply # 405166 16-Nov-2010 07:57 Send private message

Hi Steve, all the locations are in the same area, and two are on one ISP (Telstra) the others on Telecom. The owners have working internet service, and as mentioned when I log into their Tomizone via your portal the portal shows the sites to be active.

It could simply be a coincidence that they are all just having finger trouble, this seems very common, but with no feedback from support I had to ask the question.

I have received a ticket back from support, so expect to hear from Ricardo later this morning.

Cheers
Cyril

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  Reply # 408419 23-Nov-2010 17:29 Send private message

Cyril, I understand the team have been helpful. Also pleased to advise our 24/7 helpline has been bedded in. Thanks for the support!Laughing 



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  Reply # 408691 24-Nov-2010 08:20 Send private message

Hi, yes Steve the team (Brent and Ricardo) were most helpful. 24/7 help is good, saves me being rung to help folk read whats plainly written on the screen in front of them :)

Cyril

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