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

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

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961 posts

Ultimate Geek

#593926 12-Mar-2012 10:10

No joy. Looks like reset needed. Customer has been taking notes on how to reset etc . May try otherwise a call past again tonight!

maverick

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WorldxChange

#594129 12-Mar-2012 13:49

Yes we didn't see it phone home after a power cycle which were were hoping for , we were hoping the config profile details were okay and a power cycle would force it to update, but the corrupted profile downloaded looks to have stopped that so only a factory default should address this, Again Andy our apologies to you as well as the custy for this but hopefully this should work for you now.

We have had a couple of these today and both are working correctly.

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andrewcnz

961 posts

Ultimate Geek

#594233 12-Mar-2012 16:46

maverick: Yes we didn't see it phone home after a power cycle which were were hoping for , we were hoping the config profile details were okay and a power cycle would force it to update, but the corrupted profile downloaded looks to have stopped that so only a factory default should address this, Again Andy our apologies to you as well as the custy for this but hopefully this should work for you now.

We have had a couple of these today and both are working correctly.

Ok talked to customer they have reset and redone all settings. And still no go. When she looked at the provisioning string(before she did the reset) and it was not there.This was submitted and saved every time we did the re install of settings. So why is this provisioning string gone??
Kind of at the end of it now. Maybe we have faulty box? We need to get this sorted before the number port happens.
WXC will have to provide more support for there customer now to solve this issue. The average(used to telecom"it just works")punter would be starting to lose it by now so plan B is now required.

maverick

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WorldxChange

#594244 12-Mar-2012 17:02

andrewcnz:
maverick: Yes we didn't see it phone home after a power cycle which were were hoping for , we were hoping the config profile details were okay and a power cycle would force it to update, but the corrupted profile downloaded looks to have stopped that so only a factory default should address this, Again Andy our apologies to you as well as the custy for this but hopefully this should work for you now.

We have had a couple of these today and both are working correctly.

Ok talked to customer they have reset and redone all settings. And still no go. When she looked at the provisioning string(before she did the reset) and it was not there.This was submitted and saved every time we did the re install of settings. So why is this provisioning string gone??
Kind of at the end of it now. Maybe we have faulty box? We need to get this sorted before the number port happens.
WXC will have to provide more support for there customer now to solve this issue. The average(used to telecom"it just works")punter would be starting to lose it by now so plan B is now required.

We will look at this directly with the customer, generally this just works but as said unfortunately Cisco elected to put new hardware in the market before we even had the boxes to run through our interop testing so we are playing catchup especially sine this has a totally new firmware and configuration requirements.

In saying that we will do our best to resolve the issue asap.

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andrewcnz

961 posts

Ultimate Geek

#594246 12-Mar-2012 17:05

So someone will call them ? Tonight ?

grudge

266 posts

Ultimate Geek

#594289 12-Mar-2012 18:36

Just spoke to them and it seems to be up and running now, hopefully will stay that way :)

andrewcnz

961 posts

Ultimate Geek

#594292 12-Mar-2012 18:41

andrewcnz: So someone will call them ? Tonight ?

Looks like WXC have rung them and solved issue,good work.

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maverick

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WorldxChange

#594294 12-Mar-2012 18:43

grudge: Just spoke to them and it seems to be up and running now, hopefully will stay that way :)

Nice work Andrei

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andrewcnz

961 posts

Ultimate Geek

#594296 12-Mar-2012 18:43

grudge: Just spoke to them and it seems to be up and running now, hopefully will stay that way :)

Thanks. What did we do wrong if anything?

maverick

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WorldxChange

#594299 12-Mar-2012 19:14

Nothing too much Andrew, would love to say it was something really technical but according to Andrei from our tech support team , just another factory default getting ready to setup remote access appears to have fixed the issue, the device phoned home and all good once it did.

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andrewcnz

961 posts

Ultimate Geek

#598048 21-Mar-2012 08:55

Now customer is waiting for number port to happen. Was ment to be last week more delays.

andrewcnz

961 posts

Ultimate Geek

#600670 27-Mar-2012 12:46

Numbers ported now no phones at all. Wow what a joke. A problem at every step. Very bad.

Niel

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#600792 27-Mar-2012 15:49

Tried a reboot so the box will pick up the new number? Just asking.

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joshp

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WorldxChange

#600889 27-Mar-2012 18:36

Hi Andrew,

Firstly apologies for the issues today, as you are aware this is a completely new hardware set from Cisco and caught us off guard a little, in saying that we have since knowing about the hardware had numerous discussions with Ciso about the changes involved and what was causing your customers issues, we have since implemented new provisioning systems to cater for the device but because this device was a custom build when our automated system kicked off the number port all of the changes were lost.

As far as I am aware the customer is now working correctly and is set in our provisioning system so any further changes should not result in the same fault occuring. Feel free to PM me if this is not the case.

Regards

Josh

http://wxc.co.nz

maverick

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#600900 27-Mar-2012 18:43

andrewcnz: Numbers ported now no phones at all. Wow what a joke. A problem at every step. Very bad.

No not a joke at all and as I explained previously this unit was a completely different model with firmware and hardware that hit the stores and into customers premises without our knowledge the normal provisioning process did not work at all and caused the issues described here, in this customers case we had to get them provisioned on the fly as they were the first one we had seen which we did.

We also had to then run every thing through our normal testing procedures and provisioning process as the provisioning model changed completly with this new unit, we have done that but unfortunatly as this was the very first one it was missing a part of the config regeneration when it comes to porting as it was done as a manual process to get them working, now you may wish to call it a joke but a huge amount of time and effort goes into making this pretty much seamless for most users which you will never see and mostly this occurs , unfortunately as I said this customer was the first one and had / has some complications because of it and we will fix their issues as soon as we can with our apologies, but rest assured no one at WxC thinks this is joke and generally if things don't work there are mitigation factors which I think you should take into account.

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