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186 posts

Master Geek


Topic # 17711 8-Dec-2007 09:43
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Hello!

I'm an Xnet customer in Glenfield. Yesterday my ADSL suddenly disappeared. The router said it was disconnected. Called Xnet and they told me that Telecom is changing the equipment in the Glenfield exchange, and that I should be up and running in a few hours.

24 hours later, and several calls to Xnet later, I'm still disconnected (I'm writing this from an overpriced WiFi connection in a cafe). Xnet says they logged a ticket with Telecom, but so far nothing. Xnet staff also doesn't seem to be too concerned anymore (we filed a ticket (shrug shoulders)). I'm currently out of business because of this... :-(

Am I the only one suffering from this, or have there been other problems for broadband customers in the Glenfield region?

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  Reply # 98855 8-Dec-2007 09:47
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I was without ADSL connection for 24 hrs up to 1130 yesterday.
Im with Ihug.
Still had connection
CSR got me to do a diagnostic test on 10.1.1.1 and found Segmented ping problem.
They had to log a fault and said it would be looked at within 24 hrs.
Fault was at exchange apparently
Location: Hamilton

I was backon within the time fram they said

Cheers




GZMCC. Nokia Lumia 1020,Microsoft Surface Pro 4 i5 4Gb Ram,128gb, Cam Am Spyder F3 LTD.  GoPro 5 Black, Samsung Gear 3, Huawei P30 Pro


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WorldxChange

  Reply # 98875 8-Dec-2007 10:28
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Do you have a fault ticket number or a user name I can reference ?, also are you in the CBD presently, we may be able to sort you out with something by giving you some access




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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Master Geek


  Reply # 98889 8-Dec-2007 13:01
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maverick: Do you have a fault ticket number or a user name I can reference ?, also are you in the CBD presently, we may be able to sort you out with something by giving you some access


Hello! Thank you for offering to help. I have sent you my username by private message (e-mail).

Thanks again...

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WorldxChange

  Reply # 98893 8-Dec-2007 13:49
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I have spoken to our fault desk, there is an issue obviously & the fault has been with Telecom since yesterday, they are following up with Telecom again now to get some more info, we are pretty reliant on Telecom when we log DSL Line faults, there does appear to be several Glenfield issues at moment possibly why the slow response from Telecom faults on this, we do apologise  for this but it is out of our direct  hands at present, you sould get a call form our support desk guys Nic who will give you an update once he hears back from Telecom faults




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 # 98896 8-Dec-2007 15:21
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Are these outages that are happening affecting any nearby areas? Have had no success in getting a response from my current ISP about the issues I have been having, ADSL dropping out / Slow connects etc. ISP laying fault at the exchange being overloaded etc etc :D

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WorldxChange

  Reply # 98899 8-Dec-2007 15:45
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Telecom has notified us of ongoing outages to exchanges for ADSL2 upgrades ASAM to ISAM and a number of exchanges are effected, I doubt this is your issue, drop outs and slow speeds could be a number of things sorry, line tests and other checks by your ISP should be able to isolate the issue for you, a list of ongoing upgrades being done by Telecom is listed here,  

http://www.xnet.co.nz/cgi-bin/status.cgi?id=349




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 # 98904 8-Dec-2007 15:58
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Thanks for the reply Maverick, all I can say is if only my ISP had an outage page :). From reading the posts here I have been very impressed with your prompt replies and help and overall impressed with Xnet.

If only my ISP would do the samething.






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  Reply # 99156 9-Dec-2007 23:46
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foobar, you're not they only one. I'm on the Glenfield exchange also, and was down on Tuesday for about 8hrs. It eventually came back on about 8:30 on Tues night. As you noted they seem to be doing some updates at the exchange.
It's a bit disappointing that Telecom were not able to inform people that they may loose their internet for a significant amount of time, for like you I rely on my internet connection for my business.








186 posts

Master Geek


  Reply # 99374 11-Dec-2007 06:55
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Just as an update: I'm still offline, entering day 5 of the outage now.

Over the weekend, absolutely nothing has happened. Xnet keeps saying that it's out of their hands, and Telecom cannot be bothered.

Xnet staff told me (on Saturday) that the Telecom support desk was not picking up calls. Either because they had too much to do, or because it was Saturday. What? I mean, Xnet should be a major customer, so I would assume that they have a more direct way of getting in contact with Telecom? What's going on?

On Sunday, nothing happend.

On Monday, nothing happend. Repeated calls to Xnet always resulted in the same: "Yeah, it's out of our hands, Telecom hasn't responded yet..."

Yesterday, we spoke to Xnet a few more times. Apparently, finally someone got through to Telecom and they said that they would send a technician to the exchange ... tomorrow. So, today. Maybe. At 3 pm. Maybe. Interestingly, our trouble ticket was raised to 'urgent' in the system (with Telecom) on Saturday already, but it seems Telecom couldn't be bothered about it.

I'm sorry, but I have to say: WTF?

What bothers me is that Xnet only called Telecom again (yesterday) AFTER we had spoken to them again in the early afternoon. They had our trouble ticket marked 'urgent' in their system. I would have hoped that Xnet could have been proactive and had called Telecom on our behalf first thing in the morning. It took our continued complaining to get them to call Telecom again. That's a bit disappointing, I think.

On the other hand, Telecom absolutely sucks beyond believe. No helpdesk for ISP customers?

So, yes, day 5, with a faint glimmer of hope that something may happen this afternoon? Unreal, and very, very disappointing.

Well, Cafenet is earning another $10 from me today...

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WorldxChange

  Reply # 99375 11-Dec-2007 07:04
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I will raise this with our customer care manager first thing today, not good enough for 5 days I understand, I know that we tried to contact you on saturday as I did raise this with the support person yesterday morning that I had looking at it on Saturday, I don't have any info on where Telecom are with this at present, but we do take responsibilty for this as you are our customer not theres, we are depentant on them obviously but this is not an excuse.....more to follow 




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

             

https://www.facebook.com/wxccommunications



186 posts

Master Geek


  Reply # 99376 11-Dec-2007 07:21
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Maverick, thank you for the reply and follow-up. Yes, you had asked your colleague to call me on Saturday, and that was much appreciated. At that time, though, he was only able to give me a status update on the situation we knew already: It's in Telecom's hands, nothing we can do. But it certainly was appreciated that you tried to follow up.

The CSR we spoke to yesterday also mentioned that he might see if we could get some sort of refund for the outage from Telecom. That's also appreciated, but honestly, I'd much rather not have this outage happen in the first place. I'd gladly go without the refund, if instead:
  • We could get advanced warnings of outages, such as those caused by work on equipment (I understand that Telecom isn't in the business of giving advanced noticed, even to their ISP customers?  Another confirmation that they suck...)
  • It would be nice if one could sign up for e-mail notifications about those scheduled outages, or service updates, since I haven't developed the habit of checking my ISP's status page every day. Maybe this is possible already? Just don't know...
  • If a dial-in number could be provided to every one of your broadband customers, so that this could be used as an emergency alternative in times like this. You had suggested that I could come by (your offices?) if I would be in the CBD to see if other means of access could be provided for me, but I didn't have the chance to take you up on your offer. I don't know if this is what you had in mind then.
  • If trouble tickets that are raised to 'urgent' and that are Telecom's fault would result in an automatic 'paster Telecom mode' on your side. which would result in you calling Telecom first thing in the morning, with at least two follow ups during the day, and (can I dream?) a status update call to your customer in the middle and end of the day. Your customers would absolutely love you for it. They'd feel like you are fighting 'the big guys' for them ('the little guys') and would really feel well taken care of.
  • Telecom wouldn't suck... oh, wait...
Anyway, I appreciate that customer care is a focus for you, that you are monitoring this forum, and that you can be reached like this in the first place.

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WorldxChange

  Reply # 99378 11-Dec-2007 07:42
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foobar: Maverick, thank you for the reply and follow-up. Yes, you had asked your colleague to call me on Saturday, and that was much appreciated. At that time, though, he was only able to give me a status update on the situation we knew already: It's in Telecom's hands, nothing we can do. But it certainly was appreciated that you tried to follow up.

The CSR we spoke to yesterday also mentioned that he might see if we could get some sort of refund for the outage from Telecom. That's also appreciated, but honestly, I'd much rather not have this outage happen in the first place. I'd gladly go without the refund, if instead:
  • We could get advanced warnings of outages, such as those caused by work on equipment (I understand that Telecom isn't in the business of giving advanced noticed, even to their ISP customers? Another confirmation that they suck...)
  • It would be nice if one could sign up for e-mail notifications about those scheduled outages, or service updates, since I haven't developed the habit of checking my ISP's status page every day. Maybe this is possible already? Just don't know...
  • If a dial-in number could be provided to every one of your broadband customers, so that this could be used as an emergency alternative in times like this. You had suggested that I could come by (your offices?) if I would be in the CBD to see if other means of access could be provided for me, but I didn't have the chance to take you up on your offer. I don't know if this is what you had in mind then.
  • If trouble tickets that are raised to 'urgent' and that are Telecom's fault would result in an automatic 'paster Telecom mode' on your side. which would result in you calling Telecom first thing in the morning, with at least two follow ups during the day, and (can I dream?) a status update call to your customer in the middle and end of the day. Your customers would absolutely love you for it. They'd feel like you are fighting 'the big guys' for them ('the little guys') and would really feel well taken care of.
  • Telecom wouldn't suck... oh, wait...
Anyway, I appreciate that customer care is a focus for you, that you are monitoring this forum, and that you can be reached like this in the first place.


we as well would rather have your connection on line

1. Yes we do it's on the Status Page http://www.xnet.co.nz/cgi-bin/status.cgi?id=329  it has been up for a while , these are always ongoing and if we sent every one a email then I pretty sure we would get accussed of spamming Laughing
 
2. You actually will have a dial account by default as well I believe for exactly that, I will have our support guys touch base with you on it. I was actually going to offer you the use of our Board Room adsl connection for the day on Saturday if you where in town.

3. We do try and keep customers in the loop as this was marked urgent it should have been followed up as it does seem to be an issue by Telecom doing the work on your connection and it not coming back on line.

4. Telecom may have caused the issue but we own it, this is not Telecoms responsibilty to fix it is ours and our responsibility to chase them on it so we can't blame Telecom for the follow up process, causing the problem maybe but not the follow up.


Will have someone on this first thing and will follow up with a phone call.




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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WorldxChange

  Reply # 99381 11-Dec-2007 08:16
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Well had some feedback on this

  • If trouble tickets that are raised to 'urgent' and that are Telecom's fault would result in an automatic 'paster Telecom mode' on your side. which would result in you calling Telecom first thing in the morning, with at least two follow ups during the day, and (can I dream?) a status update call to your customer in the middle and end of the day. Your customers would absolutely love you for it. They'd feel like you are fighting 'the big guys' for them ('the little guys') and would really feel well taken care of.


  • Actually the support guys had 3 calls with Telecom on this yesterady so were chasing pretty hard , they also did contact you yesterday and I belive your wife took the Call with the update on the fault and when a telecom person was going to be onsite to look at the problem, one of the support guys or our Customer Care manager will post the exact details on this but I think we are doing what you requested here, it is obviously taking a while to get your connection back online but we are working hard on this for you.





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

                 

    https://www.facebook.com/wxccommunications

    174 posts

    Master Geek

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      Reply # 99382 11-Dec-2007 08:20
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    Hello Foobar,

    I've brought Phil upto date with this one this morning. The new fault that was raised on monday was requested updated 3 times from our end. It wasnt until late afternoon that we got any response which was when your partner called in and was given the contractor commit time of 3pm on 11th. As i personally spoke with her and had some prior knowledge of the situation i have advised her to contact me if she has heard nothing by lunchtime today so i can followup with Telecom faults (3pm is usually a ballpark time and contractor normally onsite sooner).

    This is definately not the norm for migrations from dslam to isam, usually the process is completed inside 3-7 hours but clearly something has gone wrong with this one. This case has also been hindered with an overload at telecom faults resulting in significant delays in telecoms response times with thier fault ticket system.




    Nicholas Cuc

    Network Support
    WorldxChange Communications
    www.xnet.co.nz





    186 posts

    Master Geek


      Reply # 99383 11-Dec-2007 08:23
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    maverick:

    1. Yes we do it's on the Status Page http://www.xnet.co.nz/cgi-bin/status.cgi?id=329 it has been up for a while , these are always ongoing and if we sent every one a email then I pretty sure we would get accussed of spamming Laughing


    Yes, I guess the sweet spot is if you could only subscribe to those announcements that relate to me! :-)  Never mind, I understand...


    2. You actually will have a dial account by default as well I believe for exactly that, I will have our support guys touch base with you on it. I was actually going to offer you the use of our Board Room adsl connection for the day on Saturday if you where in town.


    Wow! That's very nice of you. I take it you guys need the boardroom today, right?


    3. We do try and keep customers in the loop as this was marked urgent it should have been followed up as it does seem to be an issue by Telecom doing the work on your connection and it not coming back on line.

    4. Telecom may have caused the issue but we own it, this is not Telecoms responsibilty to fix it is ours and our responsibility to chase them on it so we can't blame Telecom for the follow up process, causing the problem maybe but not the follow up.

    Will have someone on this first thing and will follow up with a phone call.


    Very much appreciated. Thank you...

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