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Topic # 12551 23-Mar-2007 12:40
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A couple of minor issues since porting my italk number to VFX.

1. I wasn't supplied the info needed to access the VFX web portal for the new line, so I logged a support request via email to: service at wxc co nz, ref: #37156. This was on 16/03 at 12:12PM. I did not receive any response including any automated reply until 19/03 9:27 AM. This included the weekend, so less than one business day, but was surprised I didn't get at least an automated response.
I replied to this at 10:43AM, but had not received any response by end of 21/03 so replied again at 6:23PM.
Issue was then resolved 22/03 at 9:08AM.

What went wrong here? Particularly the two days that lapsed with no response from xnet to my initial reply on 19/03?

Don't take this the wrong way, I'm more than happy with customer service from WxC, so this is in no way a complaint. So hope this will help you guys with your processes etc, so you can continue to maintain your great service!

2. The other minor issue, and I'll PM Phil on this one. I've had a slight drop in voice quality since the number porting. I think the voice codec's have been defaulted back to G729a when previously was G711u. When you are use too ISDN voice quality, dropping back to somewhere between land-line & cellular is noticeable.

Thanks




Chorus has spent $1.4 billion on making their xDSL broadband network faster. If your still stuck on ADSL or VDSL, why not spend from $150 on a master filter install to make sure you are getting the most out of your connection?
I install - Naked DSL, DSL Master Splitters, VoIP, data cabling and general computer support for home and small business.
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  Reply # 64842 23-Mar-2007 14:25
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Thanks for the Info, we asked the Trial Customers to fill in some survey sheets for us, so we can address any issues with the porting process, your comments are welcomed here as well and we will review to see how we can catch any issues.  

As to exactly what happened with delays in response not 100% sure but will look to see how and why any delays occured.




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  Reply # 64924 25-Mar-2007 10:02
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I have taken a look at the process and had feedback from our support people on what happened with the delay, We see why the delay occurred and it appears minor, the issue could have been dealt with by our support guys but the issue was not fully picked up then. which resulted in the issue being pushed up to the next level of support which was available on the Monday. Will also be taking a look at why no response was received by you by the ticketing system, believe at this stage your details was missed from the ticket. once again a minor process issue.

Generally most issues will be dealt with during the support hours (Mon - Sun) but occasionally more complex faults will be pushed up to a higher support level which will only be available during the working week (Mon - Fri)




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

             

https://www.facebook.com/wxccommunications

 
 
 
 




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  Reply # 64940 25-Mar-2007 14:23
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Thanks for looking into this, though I wasn't really concered about no action over the weekend. It was more the gap between Monday & me having to send a followup on Wednesday night that was my main issue.
Thanks




Chorus has spent $1.4 billion on making their xDSL broadband network faster. If your still stuck on ADSL or VDSL, why not spend from $150 on a master filter install to make sure you are getting the most out of your connection?
I install - Naked DSL, DSL Master Splitters, VoIP, data cabling and general computer support for home and small business.
Rural Broadband RBI installer for Ultimate Broadband and Full Flavour

 

Need help in Auckland, Waikato or BoP? Click my email button, or email me direct: [my user name] at geekzonemail dot com


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