[WXC/VFX] Dear Xnet, thank you for showing me how bad a help desk can be

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [WXC/VFX] Dear Xnet, thank you for showing me how bad a help desk can be

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manta

249 posts

Master Geek
Inactive user

#252671 2-Sep-2009 17:14

sbiddle: Without trying to defend Xnet have either of you performed basic tests such as isolating your modems or looking at ADSL stats?

Probably 75% of people's ADSL problems are *nothing* to do with the ISP. They are wiring related issues primarily related to poor household wiring.

Dropped ADSL connections are almost certainly nothing to do with the ISP involved, they're almost certainly a wiring issue.

Sorry, don't agree. I was having dropped ADSL connections, absolutely rubbish d/l speeds etc with Xnet but when I switched to Telecom all that was sorted - no change in hardware, wiring etc.

Face it, Xnet's broadband product is at best poor.

rphenix

985 posts

Ultimate Geek

Lifetime subscriber

#252780 2-Sep-2009 22:46

I don't get dropped connections with Xnet. I'll happily agree youtube etc... blows on xnet peak or non peak! but that has nothing to do with connectivity issues.

Dropped connections nearly always comes back to the choice of hardware, wiring or line conditions. Maybe when you changed you got put onto a different port (in-fact id say its likely). After some line maintenance down the road I had quite a few problems at one point quick call to xnet, they had my port changed and it was all sorted.

pedrogarcia

250 posts

Master Geek

Trusted

#252837 3-Sep-2009 09:01

I get dropped connections occasionally, often the VFX line goes down, but I accept that it's a hardware issue.
What I don't understand is why I can get torrent d/l speeds of up to 1 Mb with Xnet, but can't stream a basic video clip. A whole movie in 10 mins, yet a 5 minute clip takes twice as long.

Noodles

487 posts

Ultimate Geek

#252862 3-Sep-2009 10:24

I also had massive problems with Xnet, streaming Youtube, loading some websites at peak times. I moved to Orcon and never looked back. I stuck with Xnet for 2 years waiting for things to get better, but I couldn't wait around forever. It looks like things still haven't changed.

Krisando

84 posts

Master Geek
Inactive user

#253568 6-Sep-2009 17:03

When I sent them a speed test of my internet, they asked whether I used their NZ speed test to gain the results. Funny thing is they denied anything was wrong with my connection since my NZ speed was 1mbits until I mentioned running a speed test to any other country gave me 123kbits per sec then they mentioned they have capped everyone on the isp since they had run out of monthly bandwidth..

I want to get off this awful company, and i'm taking you along with me. ;P

dakiwikid

15 posts

Geek

#253765 7-Sep-2009 14:26

I was with xnet for 5 years.Spent the last 2 years waiting for improvement in Broadband preformance.
My suggestion is don't waste your time with speedtest and your settings.Just get as far away from Xnet as you can.If you aren't with Xnet, stay away.

manta

249 posts

Master Geek
Inactive user

#253815 7-Sep-2009 18:33

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sbiddle

30853 posts

Uber Geek

Retired Mod

Trusted

Biddle Corp

Lifetime subscriber

#253880 7-Sep-2009 21:52

manta:
sbiddle: Without trying to defend Xnet have either of you performed basic tests such as isolating your modems or looking at ADSL stats?

Probably 75% of people's ADSL problems are *nothing* to do with the ISP. They are wiring related issues primarily related to poor household wiring.

Dropped ADSL connections are almost certainly nothing to do with the ISP involved, they're almost certainly a wiring issue.

Sorry, don't agree. I was having dropped ADSL connections, absolutely rubbish d/l speeds etc with Xnet but when I switched to Telecom all that was sorted - no change in hardware, wiring etc.

Face it, Xnet's broadband product is at best poor.

My comment has nothing to do with any issues WxC may or may not have.

While you might disagree with the comment I stand by it totally. You only have to deal with people who are suffering from poor ADSL caused by dodgy wiring or even look at the number of posts on here where people get significant increases in stability or speed to realise not everything is the fault of the ISP.

b0rg

94 posts

Master Geek

#254169 8-Sep-2009 20:56

manta:
sbiddle: Without trying to defend Xnet have either of you performed basic tests such as isolating your modems or looking at ADSL stats?

Probably 75% of people's ADSL problems are *nothing* to do with the ISP. They are wiring related issues primarily related to poor household wiring.

Dropped ADSL connections are almost certainly nothing to do with the ISP involved, they're almost certainly a wiring issue.

Sorry, don't agree. I was having dropped ADSL connections, absolutely rubbish d/l speeds etc with Xnet but when I switched to Telecom all that was sorted - no change in hardware, wiring etc.

Face it, Xnet's broadband product is at best poor.

Sorry to break it to you mate, but Xnet provide the service that runs on your line.

Your ADSL signal runs from YOUR modem, through YOUR cable to YOUR filter, through YOUR household wiring, up the the junction on the street (Managed by Chorus).

From there is runs through Chorus's llines to the telephone exchange- still unsure whether that falls under Telecom or Chorus's or the Government's posession.

Had you been with Orcon or Vodafone, or with Actrix in Wellington, you might have been on their own equipment at the exchange. But you aren't. Xnet know that Telecom's gear is reliable, and that's what they use as their network provider.

If your ADSL signal sucks, it ain't Xnet's fault, and anyone in the industry knows that. Stating otherwise is silly.

What they CAN do is arrange repairs or investigation of your line, but with the industrial strikes going on in Auckland and further North, be prepared for a long wait.

Good luck, hope it all works out for you.

manta

249 posts

Master Geek
Inactive user

#254170 8-Sep-2009 21:04

You miss the point entirely. Xnet are not capable of providing the service that I receive from telecom; I know, because I was with Xnet for 18 months. I don't care who owns what or where, broadband with Telecom is faster and more reliable with Telecom than it was with Xnet. Fact.

b0rg

94 posts

Master Geek

#254197 8-Sep-2009 22:13

I was simply pointing out that the ADSL signal quality is not Xnet's fault. They can book a technician to fix faults in the lines for you, but they aren't Xnet lines or techs. If you have a poor ADSL signal, it has nothing to do with the service Xnet is trying to put through that line. That's just how ADSL works.

If you have a poor ADSL signal with Telecom however, it's partially their network (up to your premises) so that would be a different story.

Hope that clears up any misunderstandings.

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