[WXC/VFX] What's a guy gotta do to get the 'net around here?

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [WXC/VFX] What's a guy gotta do to get the 'net around here?

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MikeGayner

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#82004 11-Aug-2007 14:07

I'm in central Tauranga, on one of the biggest exchanges in the city. It's certainly not an access issue. I couldn't speak to a manager because apparently none was one - I have subsequently had 2 conversations with a manager at XNet, and am still waiting on a solution. We're back at the default position of it being Telecom's fault - which again I'm not interested in, because I'm not a Telecom customer. At this stage, we're looking at Monday earliest before anyone knows anything else, and likely mid next week before any connection can be made.

I hope I have better news to report early next week, though my confidence is severely worn.

freitasm

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#82013 11-Aug-2007 16:30

While I agree with you about being frustrated while waiting for something, and I know the feeling when a service is not delivered, it's very unfair to blame Xnet on a matter that's clearly outside their control.

We all know that until companies have access to the cabinets and exchanges it is still up to Telecom to make their own processes work.

MikeGayner

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#82172 13-Aug-2007 12:37

I dont think it's unfair - I have no account with Telecom, I'm not a Telecom customer. I am, however, an XNet customer, and when a company I'm dealing with fails to deliver on promises, it's not relevant whether by their own actions or those of their suppliers/subcontractors. The point isn't the length of time it's taken as that's simply incidental - the issue is broken promises.

In any case, after a whole lot of being mucked around, it's finally been ascertained that the exchange has no spare ports. Personally I think this is a bit of a joke, as it's one of the largest and most utlized exchanges in the city. This is obviously an infrastructural limitation rather than anything XNet can do anything about, but it frustrates me that it's taken this long to reach the conclusion we have. In any case, I have no idea now how long it will take to get broadband, even given my central location.

As a side note, I had the understanding that as of last week, independant providers do in fact have access to Telecom hardware - is this not the case?

stevonz

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#82173 13-Aug-2007 12:40

MikeGayner:
As a side note, I had the understanding that as of last week, independant providers do in fact have access to Telecom hardware - is this not the case?

Only in a limited number of exchanges for test case purposes... the wait will have to continue.

Cheers, Stevo

aw

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#82316 14-Aug-2007 11:20

Mike, in all fairness I must comment that I believe your logic in WxC/Xnet having the onus on them to get things working because you are not a Telecom customer is flawed. I believe that you and the Xnet CSR who you vented your anger at and who subsequently blew up at you were both venting their anger in the wrong direction.

In a competitive environment, given a situation like this, I'm sure Xnet would dump their underperforming "subcontractor/supplier" and find another one. The subcontractor/supplier would know this and would try to keep their business with WxC.

Unfortunately in the case of Telecom as the supplier, this is still not possible, as there is simply no alternative supplier available to give you DSL. Telecom know this and are not overly interested in performing for their customers in cases where there is nowhere else for them to go. The reasons as to why this is the case reside in the realm of politics.

You have no fixed-line alternatives, although you could try wireless (do Wired Country, Compass or Kordia supply wireless services to your part of Tauranga?) If you get one of these plus an Xnet VFX (or in the case of Kordia, maybe Xnet Xtencity + VFX) line delivered over it, you could snip your landline entirely - this is about the only way to get the underperforming supplier, Telecom, out of the picture for you.

Andrew

Disclaimer: I am in no way associated with WxC/Xnet or anyone else mentioned in this post, other than being a (very happy!) Xnet broadband customer.

coffeebaron

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#82381 14-Aug-2007 18:45

aw:
You have no fixed-line alternatives, although you could try wireless (do Wired Country, Compass or Kordia supply wireless services to your part of Tauranga?) If you get one of these plus an Xnet VFX (or in the case of Kordia, maybe Xnet Xtencity + VFX) line delivered over it, you could snip your landline entirely - this is about the only way to get the underperforming supplier, Telecom, out of the picture for you.

As you are in Tauranga, you could sign up for TelstraClear's "un plugged".

Oh, that's right, it's been unplugged :(

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andrewcnz

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#82398 14-Aug-2007 20:35

There are two local wireless internet providers who would be happy to take on your business.
Try http://www.netsmart.co.nz/ or http://www.eol.co.nz/
I don’t belong to either of these outfits I am a happy xnet customer.

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nzbnw

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#82411 14-Aug-2007 21:53

freitasm: While I agree with you about being frustrated while waiting for something, and I know the feeling when a service is not delivered, it's very unfair to blame Xnet on a matter that's clearly outside their control.

We all know that until companies have access to the cabinets and exchanges it is still up to Telecom to make their own processes work.

Without knowing all the facts to the case at hand, I can almost certainly say that any service orders against the PSTN line requested by ihug should have well and truly posted, meaning Xnet or who ever should be free to submit their request to Telecom Wholesale to switch Mike's Broadband to his ISP of choice.

As for process, this seems to have taken along time, but not uncomplicated by a number of factors. How ever I resent others on this forum launching into Telecom bashing.

To sort these things should be very simple, and you are right Mike, passing the buck, however true it may be, it is simply not a good look for anyone involved.

nzbnw

freitasm

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#82428 14-Aug-2007 23:51

nzbnw:
freitasm: While I agree with you about being frustrated while waiting for something, and I know the feeling when a service is not delivered, it's very unfair to blame Xnet on a matter that's clearly outside their control.

We all know that until companies have access to the cabinets and exchanges it is still up to Telecom to make their own processes work.

How ever I resent others on this forum launching into Telecom bashing.

To sort these things should be very simple, and you are right Mike, passing the buck, however true it may be, it is simply not a good look for anyone involved.

First I don't think you could use my post as an example of bashing. You have been here long enough to know that the "crew" here, and most of them all myself, tries to maintain balance between opinions, information delivery, etc.

If "sort these things should be very simple" then things are wrong and not working because they are not sorted. But saying that Telecom does not have an involvement, is a stretch, because we know well that Telecom is the only one with the keys to access the premises.

In summary, I resent your comment.

Wendy

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#82443 15-Aug-2007 08:16

Without knowing all the facts to the case at hand, I can almost certainly say that any service orders against the PSTN line requested by ihug should have well and truly posted, meaning Xnet or who ever should be free to submit their request to Telecom Wholesale to switch Mike's Broadband to his ISP of choice.

Ordinarily that would be the case, and we very rarely have issues with moving customers/getting customers connected. Unfortunately sometimes there are things that happen not always in our control that prevent this from happening and this was one of those situations.

I don't think it's a fob off or laying blame to be honest with the customer and give them a rundown on exactly what happened (and we also have the order details which we can always supply if the customer wants a closer look) I can honestly say in 2 years of UBS provisioning this was a first, without going into detail and is currently under investigation by Telecom.

nzbnw

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#82482 15-Aug-2007 12:20

freitasm:

First I don't think you could use my post as an example of bashing. You have been here long enough to know that the "crew" here, and most of them all myself, tries to maintain balance between opinions, information delivery, etc.

If "sort these things should be very simple" then things are wrong and not working because they are not sorted. But saying that Telecom does not have an involvement, is a stretch, because we know well that Telecom is the only one with the keys to access the premises.

In summary, I resent your comment.

No, I don’t but that comment was directed at others, I just posted everything in one go, so please do not take any offence.

Yes I agree something is not right, it's just a matter at whose end, Telecom, ihug or Xnet. If ihug have decided to submit other request through after the connection of the landline, and if that is what is holding everything up, then Telecom can hardly be blamed, they will most likely action request in the order the receive them.

Once again, apologies to you freitasm, my Telecom bashing comment was not directed at you, nor would I accuse you of such a thing.

nzbnw

[edit] notice my choice of word, 'others', in my post above, I was trying to exclude yourself from such comments, again I offer my apologies.

MikeGayner

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#82483 15-Aug-2007 12:23

I'm at home in my lunch break and, as promised yesterday, my internet is connected - and I'm definitely satisfied with the performance. Thumbs up to all the XNet staff who helped - it wasn't a smooth process, but I can say XNet were quick to get management staff involved, and I've been in contact with said staff at least once every day since Thursday.

Niel

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#82500 15-Aug-2007 14:08

Glad it got sorted. Those are very reasonable numbers (better than most, probably top 80%).

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Cameronn

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#82524 15-Aug-2007 16:37

Hi Chris,

Haven't managed to call you today however all looks good, I'll give you a call tomorrow sometime to confirm all is well (looks like it from the above but you can never be to careful).

Thanks
Cameron

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