Telecom Static IP Drama

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MackinNZ

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#63278 23-Jun-2010 23:26

I have a customer who moved premises last weekend. Because they moved from Ponsonby to the Auckland CBD they had to change phone numbers. Telecom organised the reconnection of phone lines and ADSL but didn't do anything about the static IP, despite saying they would ensure it too would be transferred.

On Monday morning I called the helpdesk and was advised I needed to fill out the static IP request form online at https://www.telecom.co.nz/form/1,,5208,00.html which I duly did. Here we are now at Wednesday night and still the customer does not have a static IP. The e-mail confirmation from Telecom didn't arrive until Wednesday morning and despite repeated calls to the helpdesk, the very apologetic and friendly CSR's, although apparently sympathetic, have not been able to do anything, still no static IP. Apparently my request wasn’t received by the right department until this morning (Wednesday) even though I submitted the request online on Monday.

How difficult a job is this? The website advises that it can take up to 2 working days to assign the static IP but I’ve been waiting for 3 and tonight they told me it could take another 24 hours.

What particularly annoys me is that while I have been given a case number, no-one will take charge of the problem and work with me to fix it. None of the CSR’s will even tell me their last names or give me a DDI to them call back on.

In contrast, TestraClear, who I have to admit, I’ve been critical of in the past, in a similar situation recently were superb. Their BizAssist team called me personally, e-mailed me when tasks were completed, bent over backwards to help, were available to call if I had any problems and most importantly, did what they said they would when they said they would. Congratulations TelstraClear BizAssist, Telecom should learn from your impressive customer focused approach.

nate

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#344717 24-Jun-2010 00:32

In the past, when I've moved customers, they've kept their static IP at their new premises - as long as the username/password combination are the same, it usually sticks.

allan

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#344721 24-Jun-2010 00:52

+1 for username/password
That's been my experience too.

ResponseMediaNZ

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#344745 24-Jun-2010 08:18

Can you PM me the Incident Details as I will look into this for you.

MackinNZ

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#344746 24-Jun-2010 08:20

username/password are unchanged

minigopher17

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#344796 24-Jun-2010 10:24

I've had 1 good and 1 bad experience with Telecom's Static IP service.

First time I requested one, the site said 2 working days - got the response e-mail within hours of submitting the form and got my shiny new static ip the next day.

But when I moved house, that's when it all went downhill. Somehow my broadband order got lost and after pestering them I got it going but without a static ip because they said that would have held things up further. The CSR (who never give out their surnames or DDIs otherwise they would get more abuse than they already get by angry customers) told me my static ip would automatically be sorted out for me. After several days and several phone calls, I found out that it was never actioned and I would have to reapply online. Even then it took 4 days before it appeared. And then to top it off, when they applied my static ip to my account, a tech somehow corrupted my broadband profile and so I got cut off and had no net for 2 days.

Maybe it's the luck of the draw as to who you deal with at Telecom for great service.

ResponseMediaNZ

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#344800 24-Jun-2010 10:32

Remember if you have an problems with Static IPs for Telecom there is an email address that comes direct to the team that provisions them and that is staticip@telecom.co.nz this team will happily email you any updates you want.

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trig42

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#344854 24-Jun-2010 12:41

LOL - I feel your pain.

I had this exact experience at the start of the year.

My clients were assigned a Static IP shortly after applying - all good we thought, server installation on track.

It took over a week and a change of static IP (which also meant a change of SSL certs...) later it was finally up and running.
The level one CSRs were OK, but they could obviously not answer our questions, and we finally got though to someone back in NZ who we were able to get back to, but it still took ages. They partially blamed the Commerce Commission (seperation of Telecoms parts) which I understood, but there was still an issue with their system which assigns new Static IPs and no-one knew how to fix it.

They were good on the phone throughout, but for my client it was most frustrating - all his mail was down and he couldn't conduct business (we had moved his MX records to his new Static IP - so mail wasn't coming in until we configured a temporary POP host).

n00dy

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#344865 24-Jun-2010 13:14

allan: +1 for username/password
That's been my experience too.

+2 user name /password

Although we had a little trouble it was my own doing, tried to set the ip but then found out leave that blank and use user name etc

nitrotech

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#345054 24-Jun-2010 22:44

MackinNZ: I have a customer who moved premises last weekend. Because they moved from Ponsonby to the Auckland CBD they had to change phone numbers. Telecom organised the reconnection of phone lines and ADSL but didn't do anything about the static IP, despite saying they would ensure it too would be transferred.

I agree with everyone else that you need to double check your username and password in the router - remember that you need NAME.XADSL@xtra.co.nz if you just put in NAME@xtra.co.nz it will not work.

Remember too that you have 2 passwords one for each of the user names above, why not try changing the password here

http://selfservice.xtra.co.nz/live/selfservice/ChgPwd/

That fixed my problems a few months ago

MackinNZ

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#345060 24-Jun-2010 23:26

Thanks to the help from underwatervrg the problem has been resolved. It was a Telecom issue.

F.Y.I. the static IP is not set by the username/password. I believe it used to be that way but no longer. The static IP address is tied to the line, not the modem credentials.

insane

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#345073 25-Jun-2010 01:53

underwatervrg: Remember if you have an problems with Static IPs for Telecom there is an email address that comes direct to the team that provisions them and that is staticip@telecom.co.nz this team will happily email you any updates you want.

Why would anyone need a team of people to assign static IPs? I believe Telecom front line CSR's can already setup PTR records so I would think they would just need another 'assign static' button on their interface... like pretty much every other ISP out there.

MackinNZ: Thanks to the help from underwatervrg the problem has been resolved. It was a Telecom issue.

F.Y.I. the static IP is not set by the username/password. I believe it used to be that way but no longer. The static IP address is tied to the line, not the modem credentials.

Interesting, I wonder what the reason for doing it this way is, certainly makes the IP less portable.

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cbrpilot

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#345313 25-Jun-2010 17:59

F.Y.I. the static IP is not set by the username/password. I believe it used to be that way but no longer. The static IP address is tied to the line, not the modem credentials.

This statement is correct to a certain extent. Telecom currently runs two Retail Broadband networks. It depends which one you are on as to whether your Static IP is attached to your username or line. It sounds as if in your case as a by-product of you moved premesis, you have been moved between networks. Hence the username not giving you a Static IP on your new line.

All lines will be progressively moved over to the new network in the coming future, and all Static IPs will be line-based.

insane: Interesting, I wonder what the reason for doing it this way is, certainly makes the IP less portable.

Yes, it certainly does make the address less portable. But that is the point. It's a Static IP, not a "Roaming IP". No more getting your username/password wrong and losing your static IP. The main reason is to remove this hybrid line/username personality that Telecom currently has in terms of Broadband access. All attributes (speed, access, usage, static IP, port 25) will now be based upon the line.

My views are my own, and may not necessarily represent those of my employer.