Huawei sending Telecom customers to Vodafone

Forums › Spark New Zealand (including Skinny and BigPipe) › Huawei sending Telecom customers to Vodafone

1 | 2

nunz

1421 posts

Uber Geek
Inactive user

#1253016 7-Mar-2015 21:26

michaelmurfy: 2nd post on the first thread you linked to - you need to specify the interface (ADSL, VDSL or Fibre) to forward the ports from. I've done it in the past and it has worked fine.

Also it has almost been a year since the Spark name change. Can we please stop referring Spark as Telecom? We all know who Spark is now so there is no need to even mention Telecom anymore. I also believe if you upgrade the firmware from their website here then you get the full blown Spark branding (and also fixes bugs).

Personally I think these routers are great and work well, they're not as broken as you say.

Spark even provide a port forwarding tutorial here so I honestly have no idea why you called up Huawei, Spark always have and always will support the routers they provide to their customers even right down to port forwarding if you get the right person but they've actually got extensive help guides on their website relating to the routers they've either once provided or provide now.

We did check - ADSL all the way. Firmware upgraded. There have been more than a few flaws in the firmware provided by Tcom nad other ISPs, especially their inability to save data from the front end to the back end of the system.

We use Draytek, microtik and a few other brands when we supply. all of them together have never caused as many problems as the TCom branded routers we have run into. Thier special setup routine breaks more thna it fixes and their routers are notoriously underwhelming.
Can anyone say Thompson?

I also got the Huawei port forwarding manual sent to me - highly deficient in detail and process. - It didn't work either.

The reason we went to Huawei is because the Telecom -- err spark support people forwarded our call there as they dont support those routers and that is Huaweis job. Trust me, i no more wnat to talk to router 'helpdesk' than I do spark help desks.

nunz

1421 posts

Uber Geek
Inactive user

#1253018 7-Mar-2015 21:27

KiwiNZ: @nunz with your permission I can have a Huawei Executive look at this.

Yup - the major reason for putting apost here is hoping someonme with connections in the right places might be lurking. like I said, not a good look for Spark (see I do stand corrected :) )

nunz

1421 posts

Uber Geek
Inactive user

#1253022 7-Mar-2015 21:31

HuaweiNZ: Hi nunz, Nick here from Huawei NZ.

You probably don't need me confirm for you that it's not company policy to direct Spark customers to Vodafone support and the router you've listed is most certainly a Spark unit. Apologies for the mistake there.
The likely explanation is what we call a "training error" at the helpdesk. On the flipside, it is nice to note that it seems the routers have proven so reliable the helpdesk hasn't really been tested until now...

However, that does need sorting so our NZ support manager is looking into it and we should be able to make sure this is a one-off. I'll also check to make sure new employees in off-shore helpdesks are aware that Spark may still be referenced as Telecom on some calls. That might cause some confusion otherwise.

Regarding your inquiry, the helpdesk people should have the call logged and be able to get back in touch to assist you once we've spoken to them. I'll also keep tabs on it, as will our local support manager, and I can PM you for contact details if they've not got your number.

Cheers
Nick

PS - thanks to Mauricio for the heads-up on this thread.

Thanks - I appreciate you reaching out.

I tried calling the ISP Telecom, xtra, and Spark at various times to see if I could get past the - please talk to Vodafone piece. I also asked to have the call escalated to a supervisor as often the first echelon of answerers can be less than helpful / knowledgeable and even the supervisor seemed to not know who the ISP was.

nunz

1421 posts

Uber Geek
Inactive user

#1253051 7-Mar-2015 22:07

sbiddle: Never, ever set a port forward on an IP camera. It's just an open invite for trouble.

Just to clear the air. After being told three or four times not to open ports to IP cameras.

Not once in my post did I say was connecting to an IP camera. I said open a port so they can see their cameras.

They use a Pc with specialist software to stand in front of their ANALOGUE cameras.

And just in case you think I'm being harsh re TCom routers - Here is just one sample of the issues we have faced over the years. http://www.geekzone.co.nz/forums.asp?topicid=115480&page_no=4

I've lost track of the hours I have spent on phones to ISPs being told the most dumb things and getting nowhere - other than to throw the router in the bin and supply our own. It is accelerating me down the path to grumpy old maness.

1 | 2