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dan

dan

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#18028 23-Dec-2007 10:46
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Hi all, just throught id write up my experience so far with XNET, i own a IT company and setup DSL connections
often and look after about 50 dsl lines. However this is the first time ive tried XNET.

Ordered DSL for my Mum and Partner online, XNET were in contact within 2 days

Got a message on cellphone on Friday, saying the ADSL was "activated and all ready to go" you just need
to enter the login password on the router and to call the helpdesk if you need assistance

Helped them to plug the router all in and config it up over the phone on Saturday , wasting an hour,
DSL wasnt up, PPP wasnt up. Tried diff filters, cables, jackpoints etc. Unfortunatly helpdesk closes 4pm on Saturday

Call them up on Sunday. tech tells me infact its NOT active and they are on a port waiting list, and the message
xnet left on friday on the cellphone was wrong *not impresssed*

What annoys me, is not that im on the port waiting list, as i know this is out of XNETs control,
is the tech obviously didnt bother to check on Friday the real staus of the connection, wasting my time trying to trouble shoot the issue

On a side note, they did offer a free dialup account until its working


Merry XMAS




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maverick
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  #101501 23-Dec-2007 10:51
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Hi Dan

If you PM your details I will see what went wrong (if you pm your cellphone number I can track who actually called) and why the wrong information was passed onto you. This dosn't help your port waiting status but I do apolagize for the wrong info being passed to you.




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dan

dan

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  #101515 23-Dec-2007 12:06
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Done, thanks

maverick
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  #101624 24-Dec-2007 09:56
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Thanks Dan,

We are taking a look this morning and in fact the Tech Support manager has already had a look before I got to him Laughing, so you should get a call from him with an explanation.




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

             

https://www.facebook.com/wxccommunications



dan

dan

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  #101676 24-Dec-2007 15:31
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Cheers, he called my mum's partner, nice service, unusual for a ISP :P

Niel
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  #101700 24-Dec-2007 19:00
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Bad experiences happen, but I agree with you Dan that XNet staff are friendly and helpful.  Once I only mentioned on this forum that I get frequent line disconnection, then one of the XNet staff figured out which of their customers I am and called me on my mobile phone talking through it for 40 minutes.  I did not complain about it, but yet they took the time and effort to look my number up and phone me on a Friday afternoon.  Turned out that Telecom was commissioning the ADSL2+ upgraded exchange and after the commissioning phase the disconnections stopped.  It was no fault of XNet at all.

So yes, bad things happen, but with XNet good things happen too which is unusual in the ISP industry whith small markups/margins.  Has anyone done a test to see what is the human response time of all ISPs?  It would be interesting (or predictable?) to see how long each ISP takes to answer a call (in human, not automated).




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