[WXC/VFX] New SRP 527W won't provision

Forums › One NZ (including Farmside) › [WXC/VFX] New SRP 527W won't provision - no phone

andrewcnz

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#99019 11-Mar-2012 09:47

I recommended xnet fusion to a friends parents who already were a customer of WXC. As they wanted to save money on phone services.

They have 2 lines currently voice and fax. They are getting one line and the the $5.00 fax to email service.And there existing numbers are getting ported across.

I told them to get the 527W for the best possible service(non technical people who just want stuff to work).

They still have not got the voip line working. I went around yesterday and set up there networking at home and talked to support at WXC but still no phone. They say there is an issue with the new (grey face) 527W.

Checked this morning and still no go, am worried that port will happen and they will get hit with expensive mobile bills (line forwarding to mobile if offline)

Anyone had this issue with new hardware?

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#593444 11-Mar-2012 10:01

Pm me the details, there is an issue with the new hardware if it gets loaded with the older firmware, send me the details and we can get it sorted, no issue once new firmware loaded.

We only became of the new hardware being shipped on Wednesday and are working to sort out the 2 models for auto provisioning

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andrewcnz

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#593448 11-Mar-2012 10:10

maverick: Pm me the details, there is an issue with the new hardware if it gets loaded with the older firmware, send me the details and we can get it sorted, no issue once new firmware loaded.

We only became of the new hardware being shipped on Wednesday and are working to sort out the 2 models for auto provisioning

PM sent

maverick

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#593490 11-Mar-2012 12:29

Thanks Andrew ,

I took a look the correct firmware is there, can you check the provisioning link on the router as the box is not "phoning home" to set itself up, possibly if you do have it there already you may have to do a factory default, we are still working through the issues with the two versions.

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

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andrewcnz

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#593507 11-Mar-2012 13:03

Went through the provisioning link with customer service yesterday. And it was not "phoning home" then.
So at this stage none of these new models have worked or is this the only one?
My problem is the site is at the other side of town it's an issue for me to keep going over there,doing this as a favor not expecting to have to make multiple trips.
Can these be manually provisioned?
I think the admin part of the 527 is locked out now(by xnet?)

freitasm

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#593508 11-Mar-2012 13:08

Hard reset it and then enter the provisioning link again. Yes, you will have to configure the network again.

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andrewcnz

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#593510 11-Mar-2012 13:14

Yeah, will head out that way this afternoon see what happens.

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maverick

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#593610 11-Mar-2012 16:46

been checking this arvo, haven't seen any attempts so far.

Will keep checking

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

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andrewcnz

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#593653 11-Mar-2012 17:59

No joy so far. Reset.put in profile.no phone

maverick

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#593655 11-Mar-2012 18:02

Okay saw that .... can you factory default and set up the remote access, pm the details if you can

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freitasm

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#593660 11-Mar-2012 18:11

It's Sunday. Give the man a beer when this is done and dusted!

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#593677 11-Mar-2012 18:41

When i get online i get locked out of the admin area. I give up tonight got lots of other things to do. Customer is not happy now. That cisco 527 is just about out the window.

Dyson

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maverick

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#593680 11-Mar-2012 18:52

Understand that and apologise for the issues, we will get this sorted as it appears we haven't identified all the issue's with the config and the firmware on this new hardware.

We will be testing their config in our environment tomorrow first thing and will advise from there, at this stage all we can do is apologise, If needed I will get a pre configured deviced couriered down,

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andrewcnz

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#593691 11-Mar-2012 19:09

Thanks. Your help is welcome. The customer was going to ring blast someone. Will tell them not to,it makes people feel better but don't help much. Please keep me updated so i can tell the customer. Andrew

maverick

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#593877 12-Mar-2012 09:02

Hi Andy,

Fair enough and we put our hands up here, unfortunately we just didn't know about the new hardware until Wednesday.

Been working on this this morning, can i ask you to get them to try first restarting the router in the first instance, hopefully it will fix the issue with just a power cycle.

If that doesn't work and I know this will be a pain but you will have to factory default,

The reason the issue is occurring is that the box is rejecting a the config profile as it thinks it is corrupted, we are working on this now but have a work around for this in place at the moment, have run it through a few times here first and it looks okay.

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

https://www.facebook.com/wxccommunications

andrewcnz

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#593922 12-Mar-2012 09:51

Text customer the power cycle request.Awaiting reply.

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