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gb5757870

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#15059 1-Aug-2007 23:10
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I just started using VFX today and thought I would share my experience as perhaps my setup was slightly different. I'm sure there are others who will join with a similar setup and may benefit from my experience.

Prior to recently purchasing a WRTP54G a few weeks ago I had been using a Grandstream 286 adapter and a SIP provider called InPhonex (USA) for the past few years. After I setup the WRTP54G, I simply re-configured it to continue using InPhonex.

So, it was a bit of an ominous start as my "welcome email" was sent to the wrong email address 2 days ago. This I only found out after contacting the dealer yesterday to ask if perhaps they been contacted. Leaving me wondering when or if someone was planning on contacting me at any stage, given that today is a week since I faxed the form in.

I found the instructions slightly lacking as it just said to add the link in the Profile Rule under Provisioning. What? Given that VFX appears to be  supported only on a handful of devices, perhaps a quick doco on where to find this (I had to google to find out) should be offered for noobs?? Anyways, so I found the required field, copied the link in, saved the config and rebooted the router by pulling the plug out, then back in.

What ensued was a lot of complaining by my wife as the router rebooted itself randomly without warning about 5 times in the space of about 15 minutes. I found myself panicking slightly too (visions of a hard reset were swirling in my head) and was about to restore the config I backed up the next time the router had an "up time" when it settled down.

After the first reboot I did manage to access the "Voice" menu on the router and noticed that the SIP settings for InPhonex were still there. Presuming that this what was causing the fault, I removed these settings, albeit over the space of a few reboots. Were the previous SIP settings the cause? Were the several reboots were normal? Was it just bad luck or bad karma? Who knows.

I made a call to Auckland this evening and the call quality was good. This could have been a momentary thing but despite my 2MB cable connection, I did find  that when I went to look up something on the internet while on the phone, internet browsing was unavailable but then returned when I hung up.

I'm planning on testing the call quality for a few weeks and if it's as good as everyone says it is (which I'm sure it is), I will port my number over from Telstra.

Here's hoping that goes a bit more smoothly.

GB

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maverick
3594 posts

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WorldxChange

  #80835 2-Aug-2007 06:36
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Hi Gil,

Thanks for the feedback, we appreciate it all from a customers perspective.

Firstly apologies for the EMail, most probably a typo this does happen occasionally, no excuses but it does happen. what should have happened as well is our Tech support team should have given a follow up call as well to let you know that the service was ready and to assist if you required info on setting up your device , this would have saved you some time and worry I would assume, as well as easing the WAF (Wife Acceptance Factor).

I take on Board the your comments about instructions for putting in the setup link, initially we didn't want to bog the user down with to much detail so we have this in the Welcome letter, as well the device should come with the quick setup guide which does explain how to get on the router itself along with the follow up phone call (you didn't get) has generally been working well, however I take on board your points and will see if we can improve this.

"To setup your Residential Linksys Device please enter the following Link in the Profile Rule under the provisioning Section of your Linksys Device setup, save the configuration and then power cycle the device. If you have any problems with this please contact our Support team who will be happy to assist you with any issues.

http://58.28.20.69/configs/default/default$MA.cfg     

If you have any problems, please phone our Customer Care Team on
0800 149 638 (14xnet)"


As for the rebooting, a couple of things with this and probably a call from our support team would have helped here as well, with the provisioning link in the device picks up a config form us that provisions the VFX line on Line 1 , it will also do a firmware upgrade if required and this is most probably what you were seeing, you would be able to provision your other provider on line 2 after the device has been provisioned but we will generally provision the VFX line on line 1.

I may add something into the welcome letter explaining that the device may upgrade and reboot a few times during this process


" I did find  that when I went to look up something on the internet while on the phone, internet browsing was unavailable but then returned when I hung up."

This concerns me this should not happen no way should internet browsing be offline when your on a call and return only after you have hung up, I will make sure someone from my technical support group rings you today to look at this with you.

and lastly

"I will port my number over from Telstra. Here's hoping that goes a bit more smoothly."

I hope so too Laughing so we will see what we can do to improve your opinion of us.

Regards
Phillip Moore
Operations Manager
WorldxChange Communications
 




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

             

https://www.facebook.com/wxccommunications



maverick
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  #80838 2-Aug-2007 08:04
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I have taken a look at why you didn't get a follow up call once your device was provisioned , the issue is our problem as it was not put into our Workflow system due to a hole caused by a staff member being on Jury Duty and a process being missed , totally our fault and we are now looking to rectify this hole.




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

             

https://www.facebook.com/wxccommunications

benkepes
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  #80857 2-Aug-2007 11:51
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Now that's customer service!

Maverick I've sent a web enquiry to you to ask about some VOIP provisioning - I'll post on my experience. Hopefully we get all the good answers and can go VOIP as well!





Ben Kepes
Diversity Limited

E ben@diversity.net.nz
P +64 3 3146006
M 021 2384136
skype ben_kepes
blog diversity.net.nz



maverick
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  #80882 2-Aug-2007 15:29
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We have now added a segment into the Welcome EMail on the Rebooting when then device automatically configures itself Gil.
Thanks for the constructive feedback




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

             

https://www.facebook.com/wxccommunications

benkepes
77 posts

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  #80886 2-Aug-2007 15:47
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Just letting you all know I sent a web enquiry to vfx this morning and received a comprehensive reply within 4 hours.

Well done all!




Ben Kepes
Diversity Limited

E ben@diversity.net.nz
P +64 3 3146006
M 021 2384136
skype ben_kepes
blog diversity.net.nz

gb5757870

119 posts

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#80896 2-Aug-2007 17:08
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Thanks for your very-early-in-the-morning reply Phil.

It was unfortunately a series of small incidents that made the leap a slight anti-climax but the customer support for Xnet has legendary status so has not marred my opinion of Xnet/VFX. Smile
I'm sure the lack of Internet was just a "linksys thing" at that time. If it happens again, I'll be sure to contact support.

Benkepes
I'm quite jealous of your 4 hour response. The 2 queries I have made to date both took at least 24-hours to be replied too which wasn't a major, I just presumed that was normal.

cheers
GB

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