[WXC/VFX] Xnet email helpdesk. Is there anyone home? ticket #304886

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [WXC/VFX] Xnet email helpdesk. Is there anyone home? ticket #304886 - 6 days and counting....

AllenG

441 posts

Ultimate Geek

#81800 18-Apr-2011 22:14

I have posted a support request 6 days ago with two subsequent update emails. I have had no response from anyone other than the automated reply.

Xnet if you are reading this the ticket is 304886. Still waiting ........

In the past I had had good support by email.

Allen

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#460360 19-Apr-2011 06:52

Dosn't appear as though anyone has picked this ticket up, I will have a word to the Tech Response manager, I took a quick myself at this ticket, thank you for the detailed info btw, rather helpful as it does point to large latency and packet loss pure and simple.

This is why you would have a bad quality call, as your already aware if there is any conjestion issues on any part of the network then this is going to cause problems for VoIP , yours looks to be pretty bad but I would say that it is looking like a local conjestion issue at this stage from looking at our network stats, the amount of loss and latency certainaly adds weight to that as if this was a network issue at our end then we would be getting swamped with issues, I will have the Tech response team chase this up as we should have picked this up a lot earlier and I'm supprissed they haven't , if you can do another couple of calls so they can also pick up the Voice call stats that would be helpful as well, you haven't made a call since the 11th.

Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well

https://www.facebook.com/wxccommunications

Niel

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#460363 19-Apr-2011 07:13

I've always had good experience from the XNet help desk, until recently. December I raised a ticket to get the spam filter disabled on my e-mail accounts (there used to be an option in the account portal), and it was handled promptly. A week later I found there are still e-mails delivered to the web mail junk folder, so I replied to the tech that handled the ticket but I got no response.

Now after 4 months there are 30 e-mails in my junk folder and only 1 is spam. Most e-mails are from Sky and other local companies. One was from my in-laws who are with Xtra. Raised a new ticket Sunday evening, no response after 1 1/2 days. First ticket number is 289764, second ticket number is 305400. Frustrating, I do not use web mail other than for checking the junk mailbox...

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maverick

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#460364 19-Apr-2011 07:16

Hmm not good, I will see what is happeninging with the Tech Response guys Niel,

Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well

https://www.facebook.com/wxccommunications

Niel

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#460617 19-Apr-2011 19:23

Got an e-mail response today, thanks Maverick.

Just wondering what system you use for the help desk. At work we use Redmine.

You can never have enough Volvos!

AllenG

441 posts

Ultimate Geek

#460644 19-Apr-2011 20:33

Thanks Maverick,

Got a response from helpdesk today. As this has been an ongoing issue they are escalating it to
Senior Technical Support & the Service Delivery Manager.

BTW, I did make a call to voicemail at 17:54 yesterday, and did send those in my last email to the helpdesk. I also included call stats in my second email to the helpdesk from calls to voicemail on 13/5 at 20:38 and 14/5 at 6:26 .

Call stats from voicemail call yesterday below.

Thanks for nudging the helpdesk ;)

Regards, Allen.

Product Name:   WAG54G-P2        Serial Number:   CIX11H501567

                              Software Version:            2.01.06 Hardware Version:           0

                              MAC Address:     00212908A3FB   Client Certificate:             Installed

System Status

                              Current Time:     4/18/2011 17:56:33         Elapsed Time:     4 days and 21:33:58

                              RTP Packets Sent:             109357 RTP Bytes Sent: 3497564

                              RTP Packets Recv:            103683 RTP Bytes Recv: 3317856

                              SIP Messages Sent:          2640      SIP Bytes Sent:   1951982

                              SIP Messages Recv:          2636      SIP Bytes Recv:   1018545

                              External IP:

Line 1 Status

                              Hook State:         Off         Registration State:           Registered

                              Last Registration At:        4/18/2011 17:54:15         Next Registration In:       39 s

                              Message Waiting:            No          Call Back Active:               No

                              Last Called Number:        *62        Last Caller Number:

                              Mapped SIP Port:

                              Call 1 State:        Connected          Call 2 State:        Idle

                              Call 1 Tone:         None     Call 2 Tone:         None

                              Call 1 Encoder:   G729a   Call 2 Encoder:

                              Call 1 Decoder: G729a   Call 2 Decoder:

                              Call 1 FAX:           No          Call 2 FAX:

                              Call 1 Type:         Outbound            Call 2 Type:

                              Call 1 Remote Hold:         No          Call 2 Remote Hold:

                              Call 1 Callback:   No          Call 2 Callback:

                              Call 1 Peer Name:                            Call 2 Peer Name:

                              Call 1 Peer Phone:            *62        Call 2 Peer Phone:

                              Call 1 Duration: 00:02:02              Call 2 Duration:

                              Call 1 Packets Sent:          6082      Call 2 Packets Sent:

                              Call 1 Packets Recv:         4968      Call 2 Packets Recv:

                              Call 1 Bytes Sent:              194176 Call 2 Bytes Sent:

                              Call 1 Bytes Recv:             158976 Call 2 Bytes Recv:

                              Call 1 Decode Latency:    0 ms       Call 2 Decode Latency:

                              Call 1 Jitter:         4 ms       Call 2 Jitter:

                              Call 1 Round Trip Delay: 0 ms       Call 2 Round Trip Delay:

                              Call 1 Packets Lost:          94           Call 2 Packets Lost:

                              Call 1 Packet Error:          0             Call 2 Packet Error:

                              Call 1 Mapped RTP Port: 35428 >> 0          Call 2 Mapped RTP Port:

|------------------------------------------------------------------------------------------|

|                                      WinMTR statistics                                   |

|                       Host              -   % | Sent | Recv | Best | Avrg | Wrst | Last |

|------------------------------------------------|------|------|------|------|------|------|

|                             192.168.1.1 -    0 | 137 | 137 |    0 |    0 |    2 |    0 |

|                             58.28.15.31 -   97 |   29 |    1 | 810 | 810 | 810 | 810 |

|                             58.28.13.83 -   97 |   29 |    1 | 809 | 809 | 809 | 809 |

|                              58.28.16.1 -   97 |   29 |    1 |    0 | 1023 | 1023 | 1023 |

|                              58.28.96.1 -   97 |   29 |    1 |    0 | 1025 | 1025 | 1025 |

|                              58.28.96.5 -   97 |   29 |    1 |   0 | 1021 | 1021 | 1021 |

|________________________________________________|______|______|______|______|______|______|

   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

Speedtest: 530ms, 3322k down, 348k up.

nate

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#460656 19-Apr-2011 21:04

Niel: Got an e-mail response today, thanks Maverick.

Check the headers of any responses you've received. They often contain tell tale signs of what is generating them

... or maverick could just tell you

Niel

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#460694 19-Apr-2011 22:19

nate: Check the headers of any responses you've received.

Ah, yes... www.bestpractical.com

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AllenG

441 posts

Ultimate Geek

#465445 4-May-2011 21:03

Got a callback email yesterday saying that my issue has been closed by Telecom and should be resolved.
Yea right!

Waiting on a response from Xnet.

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 192.168.1.1 - 0 | 28 | 28 | 0 | 0 | 1 | 1 |
| ip-58-28-15-31.wxnz.net - 93 | 28 | 2 | 982 | 1135 | 1288 | 982 |
| ip-58-28-13-131.wxnz.net - 90 | 28 | 3 | 1009 | 1119 | 1288 | 1009 |
| ip-58-28-16-1.wxnz.net - 90 | 28 | 3 | 1009 | 1118 | 1289 | 1009 |
| ge-0-0-2-232.akl-ip04.wxnz.net - 93 | 28 | 2 | 0 | 1013 | 1039 | 988 |
| northnet.net.nz - 90 | 28 | 3 | 1011 | 1121 | 1291 | 1011 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

maverick

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#465545 5-May-2011 06:27

will have the teams take a look at it Alan, the info we would have passed on would have come back from Telecom as they look to have closed the fault, they had advised that it looked to be the backhaul to this site, but obviously looking at what you have here it is still not good at all.

Actually see that the guys have passed it up already to the Tech response manager for follow up

Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well

https://www.facebook.com/wxccommunications

AllenG

441 posts

Ultimate Geek

#465554 5-May-2011 07:41

maverick: ...Telecom look to have closed the fault, they had advised that it looked to be the backhaul to this site, but obviously looking at what you have here it is still not good at all....

Thanks Maverick. It would be useful for the technically minded customer if the callback detailed what was found?

Who controls the capacity of the backhaul from the exchange? Do Xnet pick up my traffic from telecom at the exchange or a peering point? If it's at the exchange then Telecom Wholesale only supply the bandwidth that Xnet are paying for?

There is a planned ADSL2+ upgrade at my exchange Spotswood (SPO) in the next month or so. Will the backhaul be upgraded at this time?

Regards Allen.

Cameronn

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#465574 5-May-2011 08:25

Hi Allen,

We pickup your traffic at a peering link - Telecom Wholesale handle the backhaul from your exchange to that peering/handover link.

Usually when an ADSL2+ upgrade is planned, work will be done on the backhaul from the exchange. Hopefully this upgrade will make a world of difference to the internet service at your location.

I've re-escalated the prior fault logged looking for an ETR regarding the backhaul services.

Thanks
Cameron

AllenG

441 posts

Ultimate Geek

#465707 5-May-2011 13:10

Cameronn: Hi Allen,

Hopefully this upgrade will make a world of difference to the internet service at your location.

I've re-escalated the prior fault logged looking for an ETR regarding the backhaul services.

Thanks Cameronn. I appreciate your responses here.

I would hope Telecom have quality obligations in the backhaul service provided to Xnet? Are you monitoring backhaul quality? What leverage do you have to get it up to standard? This has been an ongoing problem for me for aprox 2 years.

Regards Allen.

Cameronn

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#465806 5-May-2011 15:41

Hi Allen,

That's part of the issue, Telecom Wholesale have some very relaxed quality obligations which were approved by the Commerce Commission. Making it extremely difficult for us to force them to resolve local backhaul issues.

We usually escalate any backhaul congestion seen, Telecom Wholesale are usually fairly reasonable and will upgrade the service to stop packetloss and high latency from occurring.

I can see (via fault notes) they previously upgraded it when when we harassed them last time. Hopefully I'll have some more information shortly.

Thanks,
Cameron

AllenG

441 posts

Ultimate Geek

#466565 7-May-2011 20:55

Cameronn: Hi Allen,

Usually when an ADSL2+ upgrade is planned, work will be done on the backhaul from the exchange.

Hi Cameron,

I've been doing a bit of searching, and have some questions about the Fusion plan and ADSL2+

I believe that with the ADSL2+ upgrade comes a change from BUBA PPP to EUBA IPoE with a priority VOIP channel. Can you confirm that Xnet will use EUBA with the priority VOIP channel and not EUBA 0 kbps when my exchange is upgraded? Is my Linksys WAG54GP2 compatable with EUBA?

Regards Allen.

AllenG

441 posts

Ultimate Geek

#466574 7-May-2011 21:35

Timed out on me while editing.

Cameron,
What size EUBA realtime channel do Xnet provision for their ADSL2+ Fusion customers? 50k, 100k?

Regards Allen.

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