[WXC/VFX] VoIP setup support (or lack thereof)

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [WXC/VFX] VoIP setup support (or lack thereof) - help please!

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asni

8 posts

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#173368 24-Oct-2008 15:12

As I have already pointed out several times, the device was explicitly recommended by the customer rep I spoke to. If there was a problem with setting it up/ lack of documentation he should have pointed it out.

As I have also already mentioned several times, I could not *RING* customer support because my phone wasn't working and I DO NOT OWN A CELL PHONE.

If owning a cell phone is required to operate the service, that should also have been pointed out to me. TO EXPECT IT AS MATTER OF COURSE IS NOT ACCEPTABLE IN MY BOOK.

I think the whole issue and especially the non-existing customer support online/via email help desk is most definitely worth mentioning to consumer.org.

I'm glad others had better experiences. I personally would strongly advise anyone against going with this service provider.

Most of all, apart from being cut off from phone communications, I have lso wasted numerous working hours sorting something out that could have been EASILY avoided by making the appropriate information available to new customers right away. Why Xnet seems to find that too hard to do, is beyond me.

freitasm

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#173369 24-Oct-2008 15:15

asni: As I have already pointed out several times, the device was explicitly recommended by the customer rep I spoke to. If there was a problem with setting it up/ lack of documentation he should have pointed it out.

Ok, so the model was recommended. But was this specific device you bought branded VFX or a parallel device?

asni

8 posts

Wannabe Geek

#173371 24-Oct-2008 15:17

That question does not make any sense to me.

freitasm

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#173372 24-Oct-2008 15:18

There are Linksys devices and there are VFX-branded Linksys devices which should work just out of the box, providing the MAC address is passed on to WorldxChange. Those VFX-branded devices have a sticker on them and you wouldn't have to enter anything.

rscole86

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#173375 24-Oct-2008 15:22

Have a look here, in the top right there is an example of the sticker that should have been on the packaging. If that sticker was not there, then it will have been harder for you to set up the unit.

catdog

107 posts

Master Geek

#173377 24-Oct-2008 15:34

freitasm: There are Linksys devices and there are VFX-branded Linksys devices which should work just out of the box, providing the MAC address is passed on to WorldxChange. Those VFX-branded devices have a sticker on them and you wouldn't have to enter anything.

Not quite true, at least for me. I purchased the AG310 in VFX packaging and all the provisioning was already setup (config url etc) EXCEPT the "resync on reset" option. So it simply did not work out of the box. I guess this is just a setting they missed in the default setup of these devices, and like asni I found it frustrating when I couldn't find any info.

Once that option was set everything worked fine and I have had no problems with it since then.

tamulmol

23 posts

Geek

#173379 24-Oct-2008 15:42

Hey asni, I can see your frustration but I think you need to give it a try again to ring their Help desk. At the end of the day you will be the looser if you dont give it a try (unless you quit their service).

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Niel

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#173382 24-Oct-2008 15:56

tamulmol: I think you need to give it a try again to ring their Help desk

He can not phone, he has no phone and no mobile. But do send then an e-mail to their help desk, I have always found that to be fast (unless you complain about speed). Or possibly one of the XNet staff will contact you after seeing these posts (but don't count on it, this is not an official support forum).

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rscole86

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#173386 24-Oct-2008 16:03

Not wanting to be a troll here, but surely it is not that difficult to get someone who has a phone and use theirs to call xnet? It is an 0800 number so its not going to cost anyone but xnet for the call.

IMO the excuse of not having a phone/mobile especially if you plan to run a business, even if it is from home, is not good enough.

But it is good to hear you have got half way to a fully working service.

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