[WXC/VFX] Customer Service let down.

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#132988 24-May-2008 12:34

xpd: How long does an online signup generally take ? (Just for Internet, not Phone at this point)
Signed up online last night and Im keen to get onto Xnet before my current ISP bills me again :-p

I signed up for HSI in April last year, never had ADSL at my home ever. Was phoned the next business day and told 3 to 5 work days. Two days later I was connected.

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JUPITER2K

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#133009 24-May-2008 14:11

Same here
switch from IHUG then, Salesperson said that will get it within 3 to 5 days and get connected in 2 days!.

Great service Xnet.

boby55

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#133013 24-May-2008 14:21

I swtiched from xtra to xnet and the sales person said this should take 3 -5 working day ( This was 4pm thursday night ) and I get up on friday morning 10am and my internet isn't working so I ring xtra they say Im no longer connected to them so I ring xnet and Ive been conencted just have to change my router settings :D

Great work xnet keep it up

xpd

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#133025 24-May-2008 15:30

Fingers crossed Im on Xnet by Monday then.... jsut before bill time with old ISP :)

XPD / Gavin

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#133043 24-May-2008 18:01

Thanks for sorting all this out Maverick. My customer is happy.

Thanks Xnet!

insane

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#133060 24-May-2008 21:26

Telecom provisioning has been getting alot better and faster these days. I've seens transitions (Xtra to -> ISP) going though in under a day.

And new sign up are taking around 1 to 1.5 days(sign up in the morning and be online next day evening).

All this is providing all info supplied is correct and the customers hasnt been calling telecom trying to do stuff themselves :)

Back a few years ago when I signed up with xnet the process was painless and was organised during my 15 minute break at work (simon took my call back then). Next day my old ISP had been given the 'FLICK' ;)

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9unk

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#133095 25-May-2008 11:42

Has anyone recently bought WAG54GP2v2 and recieved it in full shrink wrapping as you may be about to experience a small issue.

I signed up over the phone on Thursday and well i got a letter in the mail on Saturday saying it would all be setup on Monday I just need to call up to configure my router. Where's the issue you might ask? I found out on Friday that they needed to actually be configured for the NZ market before they get sent out. Does anyone know what needs to be done to the WAG54GP2v2 before they work in NZ as I would rather not send back my router as I start getting billed from the 26th and have been waiting on the internet since Easter weekend.

Prime

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#133106 25-May-2008 12:52

well ummm im using a linksys, but when I moved from Aus back to NZ, I didnt have to change anything except for the settings in the router, I would have thought that would be similar to your issue....

I know when you get a modem form an ISP they normally come pre loaded with the settings and maybe in your case it hasnt, but thats normally just a case of going into your modem settings and changing it yourself, not a very hard job to do.

maverick

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#133110 25-May-2008 13:26

9unk:
Has anyone recently bought WAG54GP2v2 and recieved it in full shrink wrapping as you may be about to experience a small issue.

I signed up over the phone on Thursday and well i got a letter in the mail on Saturday saying it would all be setup on Monday I just need to call up to configure my router. Where's the issue you might ask? I found out on Friday that they needed to actually be configured for the NZ market before they get sent out. Does anyone know what needs to be done to the WAG54GP2v2 before they work in NZ as I would rather not send back my router as I start getting billed from the 26th and have been waiting on the internet since Easter weekend.

Most likely because of the delay in the product getting to NZ they may not have put the provisioning link onto the devices, which is not to much of a problem as we send the details out in the welcome email and a link to a video on how and where to put it.

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

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9unk

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#133117 25-May-2008 14:49

oh ok awesome thanks! I was hoping i was just over reacting... might delete my other post as it seems stupid now... doh'

petes117

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#133344 26-May-2008 18:20

I tried signing up to the Xnet Naked DSL plan today.
After waiting half an hour on hold I got through only to find out that if your homeline is with anyone other than telecom you're out of luck.
What the hell?! Its NAKED DSL! What has the homeline got to do with it? I would have thought they just cancel whatever you currently have and start the new service, how hard is that?
I asked if I could get Naked DSL without the VFX line as I had read this on another forum, but no dice. The rep on the other end was very rude as he tried (and failed) to explain this ("try to understand...try to understand..."). Just say "sorry, no" and offer an alternative.
I went back to thier website to see if I'd mised anything and found this under the very confusing "need to know" section:

"At this stage we cannot churn directly from another ISP DSL directly to Fusion. This is a limitation of the TCNZ Wholesale system. This should be resolved in March 2008."

Last I checked, today is 26th May. Update your website Xnet!

I'm thoroughly unhappy with the service from Xnet, they should be begging to get a new customer signed up.

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xpd

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#133368 26-May-2008 19:48

Pretty much if anyone but Telecom holds your line, then yeah, you are stuck if you want to remvoe Telecom from the system. There is suppose to be a process in place to allow this to happen but from what Ive read/heard/been told, Telecom keep stuffing it up and dragging things out even longer.

XPD / Gavin

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petes117

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#133400 26-May-2008 20:34

As much as I like to blame Telecom for anything ;), it seems silly that Xnet can't arrange my line to be disconnected from another provider, then connected to Xnet.
They made it seem like it was my fault for not being with Telecom (as if I would want to be! haha)

insane

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#133460 26-May-2008 23:46

gurthang117: As much as I like to blame Telecom for anything ;), it seems silly that Xnet can't arrange my line to be disconnected from another provider, then connected to Xnet.
They made it seem like it was my fault for not being with Telecom (as if I would want to be! haha)

nothing is stopping you from taking your line and tolls back to Telecom for a month like I did. I just signed up for TC tolls and also got a $50 discount at the time :)

then cancelled the tolls the next month :) , then to the switch to nude ADSL.

xpd

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#133507 27-May-2008 09:25

Hmm... signed up for Xnet HSI on Friday night.... didnt hear anything by Monday night to even acknowledge I had signed up so I called - yup, they had my request and then got me to accept all T and C etc over the phone so they could record it. Then they asked me for all my details again...... then today I get a call to ask me what my Telecom account number is even though I have told them 2x I am not with Telecom for my line.

Why bother having the online signup if you still have to call to do everything - I was advised by the 1st CSR I spoke to on Friday that its faster to signup online because then you dont have to go through and give all the information over the phone.... right.....

ANyway, hopefully will be sorted soon and I can give my old ISP the flick....

XPD / Gavin

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