[WXC/VFX] Xnet data usage incorrect, again.....

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [WXC/VFX] Xnet data usage incorrect, again.....

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WorldxChange

#514638 31-Aug-2011 18:42

We know ..... we haven't said it's resolved yet, as we have have said and keep saying, it will be corrected by the vendors asap and when it is we will tell you.

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

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jtbthatsme

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#514663 31-Aug-2011 19:52

Maverick is there any plans on the Horizon for Xnet and their pricing and or data. The new plans from Slingshot are looking pretty impressive and i wouldn't be surprised to see that other ISP's will start increasing data caps to remain competitve.

I was just wondering what Xnet has planned for their customers in the future???

Please note this is not a criticism or anything I'm on Fusion and the new pricing plans anywhere make no difference to me most ISP's still offer rubbish for NDSL customers.

thekiwi

295 posts

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#514667 31-Aug-2011 19:55

Thanks Maverick, but hopefully Xnet can also understand our trepidation ... as its us who are on the potential on the receiving end of bills which appear to be typically atleast double what we normally have.

RunningMan

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#514670 31-Aug-2011 19:59

jtbthatsme: Maverick is there any plans on the Horizon for Xnet and their pricing and or data..

Have a read of this thread.

Niel

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#514706 31-Aug-2011 21:00

thekiwi: its us who are on the potential on the receiving end of bills which appear to be typically atleast double what we normally have.

They know there is a problem, they know what it is, and it is a few more days (a week?) before they send out invoices. I'm sure Fair Go or someone will be on their case if they knowingly send out invoices that are over charging customers. And if not resolved by the time bills need to go out, there is always the option of charging only half the data and informing customers it will be corrected on the following invoice.

You can never have enough Volvos!

thekiwi

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Ultimate Geek

#514713 31-Aug-2011 21:12

Niel:
thekiwi: its us who are on the potential on the receiving end of bills which appear to be typically atleast double what we normally have.

They know there is a problem, they know what it is, and it is a few more days (a week?) before they send out invoices. I'm sure Fair Go or someone will be on their case if they knowingly send out invoices that are over charging customers. And if not resolved by the time bills need to go out, there is always the option of charging only half the data and informing customers it will be corrected on the following invoice.

Yup fundamentally agree.

BUT :)

When I first advised them it was "Yea numbers are off for individual days, but the totals are correct", to then being "Totals are off for local, but standard are OK".

Wasn't until I told him "You better check a few forums, cause people are starting to stir and they are all commenting that the totals are way out of whack", that all of a sudden we get postings in GPForums and Geekzone that "its being looked at and there is a problem". For quite a while there "wasnt a problem", they were merely catching up on missing days.

Officially we havent heard anything from XNet as a communication to their customer base, which ... if you were a cynic, looks a lot like "if we keep this quiet and no one notices we will be OK". There is nothing in their network status either (http://www.xnet.co.nz/network-status/) ... and the only coms are in some public forums.

As a long term XNet customer Im happy to trust they will look after us, but its a trust with a significant portion of faith mixed in. Xnet have a proven record, atleast for me, of always doing right by their customers.

Niel

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#514787 1-Sep-2011 06:05

It is not a network issue, so it does not go into the network issues page. No one has been invoiced wrong (yet), so there is no need to cause panic to all customers by sending them an e-mail about it. When the issue was first raised they did not know what the issue was and so they could not say there is an issue, but after pressure from a small percentage of customers who use the usage monitor or actually check their usage they posted as they progressed. The issue is not in the control of WxC, it is a bug in vendor software which is being worked on (by the vendor). After posting some feedback on the issue, WxC get stoned for not fixing it yesterday and because hypothetically we might get charged for the incorrect metering, which is why a couple of years ago WxC stopped posting on forums after years of very active involvement - we are the reasons why they post little these days.

You can never have enough Volvos!

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thekiwi

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Ultimate Geek

#514788 1-Sep-2011 06:13

Niel: It is not a network issue, so it does not go into the network issues page. No one has been invoiced wrong (yet), so there is no need to cause panic to all customers by sending them an e-mail about it. When the issue was first raised they did not know what the issue was and so they could not say there is an issue, but after pressure from a small percentage of customers who use the usage monitor or actually check their usage they posted as they progressed. The issue is not in the control of WxC, it is a bug in vendor software which is being worked on (by the vendor). After posting some feedback on the issue, WxC get stoned for not fixing it yesterday and because hypothetically we might get charged for the incorrect metering, which is why a couple of years ago WxC stopped posting on forums after years of very active involvement - we are the reasons why they post little these days.

Hear what you are saying, but when my line gets throttled by Xnet and Ive got to constantly increase the cap ... I have automatically put myself into a place where in theory Im liable cause I have willingly increased my cap.

maverick

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#514790 1-Sep-2011 06:32

Gents all I can say is that there is no way that we want incorrect data being billed and it needs to be accurate when it is and it will be hopefully very very shortly, we all know the damage this does to our customers faith , our reputation if we had a system where is was not accurate billing we have seen that with others, we are however telling you yes we know and all I can say is trust us to work this out with the Vendor who are well aware of the ramifications, we should be pretty close now and we are working on what will occur for the billing period,

We know in some cases it looks wrong on your usage meters so people will want to put what they see here, frustrating for you yes as it is for us but we have to wait until it's fully fixed before we can fully resolve the issues for you.

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

https://www.facebook.com/wxccommunications

xlinknz

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#514803 1-Sep-2011 08:22

The irony is that the use of the Xnet cap prompted me to start looking at why I was hitting it often, initially I couldn't account for the data usage shown on the WxC site, then I saw people [in here] saying there were accounting problems with the Torrent plans yet I was on River. I then downloaded a tool and after a few days knew that there was definately a problem at WxC.

I am concerned at the change process at WxC, any changes should be thoroughly tested whether they are new accounting system [especially anything that impacts on customer billing] or otherwise. This issue comes immediately after more email issues which WxC have a poor record on over the years. The varying reliability of email has prompted me to have yahoo/google free mail accounts as backup but still are of no use when I am expecting important email

All this at a time when their competitors as mentioned [SNAP, Orcon] are being aggressive...

Clearly not a good look and I am sure they know it

RunningMan

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#514855 1-Sep-2011 09:35

xlinknz: I am concerned at the change process at WxC, any changes should be thoroughly tested whether they are new accounting system [especially anything that impacts on customer billing] or otherwise

.

Agreed, however it is not uncommon for issues to pop up post-deployment on systems that have been tested - testing can very rarely cover every single eventuality prior to deployment. If everything was perfect, we wouldn't see the likes of Microsoft, Apple etc. releasing patches and security updates shortly after releasing major OS releases. Even Mauricio had some hicups with Geekzone recently if my memory is correct. IMHO in this case, a new system has been installed, problems have been highlighted and acknowledged (very important!) and an assurance made that it will be addressed - well done WxC.

As far as how quickly the issue is addressed, I'd suggest it's better to take longer, and get it corrected the first time, than rush to meet end-of-month and end up with a half-baked resolution.

In my mind, this is a better approach than when a similar issue arose with a different ISP not too long ago.

xlinknz: This issue comes immediately after more email issues which WxC have a poor record on over the years. The varying reliability of email has prompted me to have yahoo/google free mail accounts as backup but still are of no use when I am expecting important email

A fair point, but to put it in context, most (if not all?) ISPs (and companies in other sectors) have had things go wrong from time to time - everyone's human after all, and things don't always go to plan even with the best of intentions.

Regardless of what ISP you connect with, a good number of people run a second web based email account - it's good redundancy (not having all your eggs in one basket etc.).

Cameronn

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#515140 1-Sep-2011 15:48

Update.

The data usage has been corrected and the total GB used should be visible in the Viewbill portal. Standard Data usage during the affected period (22nd until the end of the month) has been cut in half.

The hardware vendors believe they have identified and resolved the issue. We'll be monitoring usage closely this month and hope no further problems are seen. We apologise for the inconvenience and frustration caused.

Thanks
Cameron

xlinknz

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#515166 1-Sep-2011 16:35

Cameron

It appears the portal does not allow me to see the daily usage for the previous month[s] ?

My total for August is unchanged

Are you sure this problem does not go back before the 22 August ?

Lorenceo

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#515169 1-Sep-2011 16:44

If the issue has been resolved, but the changes are yet to appear then excellent. However going by what I currently see on viewbill I'm still not at all convinced this is resolved. It's still showing around double the on peak data used as it should.
As of right now, usage for September seems ok.

Router Total:
http://iforce.co.nz/i/ofdfnvtm.yp2.png
Xnet Total:
http://iforce.co.nz/i/s2c4a1ee.ym2.png

Router daily:
http://iforce.co.nz/i/mav142sm.knd.png
Xnet daily:
http://iforce.co.nz/i/xy0f3oz0.let.png

Edit: Problems started occurring on the 11th of August for me. Off peak data started showing up as on peak then. Later on in the month things went haywire and started counting heaps more than they should have.

maverick

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#515174 1-Sep-2011 16:50

Yes correct you will see it is now correct as of today, basically at this stage you will not see corrected data usage in viewbill but the billing will be getting adjusted for this

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

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