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Niel

3267 posts

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#19188 8-Feb-2008 19:56
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I was on River and VFX for some time and wanted to go to Fusion.  Last week I've sent WxC Sales an e-mail with all my details including number port.  I got het reply early the next morning with a form I had to fill in, sign and e-mail/fax back.  I left it for the weekend to complete, as I did not want to send an application just before a weekend and have potential connection issues during the weekend (scared of my wife...).  So Sunday evening I've e-mailed the signed form back to WxC.

There was only an automated e-mail and never any human response.  I think there could have been an e-mail saying it is being processed and an indication of how long it would take.  If it was not for GeekZone, then I would not have known what to expect.

Tuesday I've noticed my data cap was changed as requested on the form, so that is how I knew it is being processed.  Wednesday was a holiday and it could be expected nothing would happen.

Thursday I was not able to connect from work to my home stuff, so I thought I probably got naked.  This was confirmed when I got home.  The down side was that my modem did not automatically connect.  Perhaps it had a time out on not being able to find the server.  DSL was on buy no PPP.  I also could not log into the modem, but possible due to being in half bridge mode and not setup 100%.  A reboot sorted it out.

Logging into the modem showed that my download sync was about the same (almost 9Mbps) but my upload indeed went to FS.  But a speed test showed my connection was still limited by the WxC server.  Rebooting the modem had no effect, so it was not due to the recent server issue they've had.  My land line was disconnected but my number not yet customer linked to my VFX number.  No worries, I simply sent an e-mail to a few people I'd expect to phone me.  When dialling my land line number you got a message that it is not currently connected or out of service.  The speed test also showed my download speed improved from 3.6Mbps to 7.2Mbps even though the download sync stayed the same, probably due to being able to respond faster with acknowledge packets.

Friday during the morning I've phone my land line number from work and it was ringing, so I know it was customer linked and my wife will not kill me.  That will be reserved for another day.  When I got home a speed test also showed that my upload was not limited any more and my download increased a little bit more to 7.5Mbps.  My wife will love that!

So, it took 3 business days to get naked and the 4th day the speed was sorted and the number customer linked.  Now just waiting for the port to be completed.  I will post and update when that happens, but expect it to be Monday.  On my application I requested the port to be done at their leisure after nDSL is activated (or rather POTS deactivated), which is probably simpler than having to work out a date/time you want it done and means they can do it whenever there is a free time.

Overall a happy experience, it is just the communication that could have been better.  I see someone phoned me today on the customer linked number, and suspect that might have been WxC checking to see if the number was actually linked, but I don't know.

Next I will remove our central splitter, anyone want to buy one that was used for only a few months?  I'm not going to rewire the old house apart from a new cable from the demarcation point to the modem, as we use 3x DECT phones anyway (DECT rocks).

Thanks WxC, the only comment is you can give more feedback to the customer.  Perhaps an e-mail after every task is completed.




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hpj2007
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  #109330 8-Feb-2008 20:00
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Whats this form you had to complete by snail mail?  Can they not do it over the phone?

Niel

3267 posts

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  #109346 8-Feb-2008 20:38
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You have to sign the form and either snail-mail it back, fax it back, or scan and e-mail it back.  If you are an existing customer then there is no callback as they already have your agreement to pay your bills and only needs a signature so they can tell Telecom what to do.  I don't think Sales work on Saturdays, but if you send them an e-mail requesting the Fusion signup form and saying you are an existing customer then you will have a reply the quickest.




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coffeebaron
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  #109493 9-Feb-2008 14:32
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Thought I may as well hijack your post & do a hows it gone for one of my customers. This was a new sign up - i.e. a non broadband & non Xnet customer:

1. emailed Xnet sometime last week saying want to sign up for Fusion
2. got an email back saying "here's the form, fill out & email/fax back.
3. emailed form back last Friday
4. Tuesday got a call from my customer - Telecom are about to come round & put broadband on my line
5. I talked to the Telecom guy, was going to either put on existing line = loose phone service, or on a second pair. Told him to put on 2nd pair and leave tagged at demarc
6. Wednesday, holiday so I decided not to work
7. Thursday, hooked up the broadband (NB: had pre-wired a week ago), run temp phone on old line, phone Xnet & found out number port was due Friday 8AM
8. Friday morn, got call from customer, ummm - name & number ID, so I new he was all switched over
9. Went round, did some training & finished things off.

All up very smooth and no issues process, and a very happy & excited customer.

Good on ya Xnet !





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