[WXC/VFX] Xnet Con-fusion - 3 weeks and no internet / phone!!

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [WXC/VFX] Xnet Con-fusion - 3 weeks and no internet / phone!!

pulsta

164 posts

Master Geek

#19731 28-Feb-2008 12:32

Hi guys,

Thought I would post my recent happenings in regards to getting fusion on at my apartment as I was a customer at a previous address and thought that it would be a great idea to drop TC once and for all...If only I knew what I know now!

Provisioning was to start on the 7th Feb. and take the recommended 6-10 days to get it all sorted. Numerous 20min waits to tech. support, a couple of visits to the exchange by TC saying the problem was with Xnet, and of course the Xnet saying it was TC etc etc.

Meanwhile...3 weeks later I have no phone, and no internet...and the funny thing is even though I am an internet addict with this 'down-time' I have come to realise that I don't even care how long it takes now...sort of given up due to the sheer amount of effort required to do something that should 'just happen'.

I am thinking about quiting Fusion (hell it's not working anyway), and go the TC (landline) and Xnet (internet) as before...the $5 difference at this stage is not a concern.

So...obviously the next question is: When will this be resolved?? if not by this w/e (where I will be forced to use an internet cafe again!), then flag it, its just not worth the hassle!

Kerry (Acc# $@#$@#%#$%@)

(Moderator edit (Brian) - Removed account number)

Cameronn

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WorldxChange

#113530 28-Feb-2008 13:02

Chasing this one, will update you shortly.

nate

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#113590 28-Feb-2008 17:14

You may want to remove your WxC account number from your post, just in case.

pulsta

164 posts

Master Geek

#113776 29-Feb-2008 13:46

Thanks for removing my acc# :)

So with the w/e looming are there any updates with this? as I have not heard back.

Also, I did not get round to plugging in the modem into the different wall sockets in the house...will endeavour to tonight.

Cheers

Kerry.

nate

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#113780 29-Feb-2008 13:51

Have you got a support ticket number? If so, please PM it to me and I'll see what I can hunt down for you.

Cameronn

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WorldxChange

#113812 29-Feb-2008 16:29

pulsta: Thanks for removing my acc# :)

So with the w/e looming are there any updates with this? as I have not heard back.

Also, I did not get round to plugging in the modem into the different wall sockets in the house...will endeavour to tonight.

Cheers

Kerry.

After much confusion with Telecom Wholesale Provisioning we should have a tech onsite @4.30pm this afternoon. I'll PM you an 0800 which will come directly to me, just in case the tech walks out without sorting out the issue.

Thanks
Cameron

pulsta

164 posts

Master Geek

#113824 29-Feb-2008 17:28

Well I can say with much adulation that I am now connected to the WWW...and even the phone works!

TC just had to send out the right guy it would seem.

Thanks to Cameron and all the team at WorldxChange for sorting this out

Kerry.

Dratsab

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#113851 29-Feb-2008 21:23

I had to wait a week after WXC said I was connected until I could actually do any surfing. During that time I rang a few times and was very impressed with the lengths they went to to try and get the problem resolved - including one person calling the provisioning team leader at home (it was about 8pm).

When a tech was dispatched via TC (edit: I'm indicating Telecom here, not TelstraClear) to visit my home, I was at work (and had no prior notice) so I rescheduled the visit for another day. When that day arrived - and the tech didn't - I rang to find out where he was, only to be told my call number hadn't been assigned to anyone. "I'll put you on hold for a minute and find out what's going on" I was told.

The next minute I was being told "sorry, but the tech that needs to visit your house is away today". I was told I would need to reschedule (more time off work) which didn't go down well, so I said I'd call back. Instead I sent a grumpy email (via my cellphone) to WXC and hey-presto - half-an-hour later a tech was knocking at my door.

It turns out that TC seemed to think I needed a second line installed for Fusion so that I could retain my existing TC phone number and keep paying them a monthly rental. BUZZZZZ - wrong.

When I explained to the tech I was going for NDSL, had a WXC number and didn't want my TC number anymore he had me flicked over within a matter of minutes. I must have been fortunate that day because my call to WXC helpdesk to set up my modem/router resulted in only a 3 or 4 minute wait and then it was all on.

I'd have to say that from my experience the issue seemed to stem at the TC end: and reading about other problems on this site, that seems to be a common theme. Now it's all done I couldn't be happier. I've played with down loading large amounts of data, streaming video and making a toll call all at the same time and the voice clarity was excellent - no jitter or anything.

So, I'd say to anyone experiencing frustrations about getting connected to Fusion or contemplating getting connected but perhaps a little put off - do it. From my perspective it's well worth it. The main thing I would advise is to ensure that what you want is correctly understood by all parties.

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Dratsab

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#113852 29-Feb-2008 21:28

Another issue apartment dwellers need to be aware of, before trying to switch providers, is to ensure that the Body Corporate has not locked the complex into a contract with a specific provider...

cokemaster

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#113856 29-Feb-2008 22:32

Dratsab:
It turns out that TC seemed to think I needed a second line installed for Fusion so that I could retain my existing TC phone number and keep paying them a monthly rental. BUZZZZZ - wrong.

When I explained to the tech I was going for NDSL, had a WXC number and didn't want my TC number anymore he had me flicked over within a matter of minutes. I must have been fortunate that day because my call to WXC helpdesk to set up my modem/router resulted in only a 3 or 4 minute wait and then it was all on.

I think you'll find that the ticket filed was probably not clear rather than any malicious act.

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