[WXC/VFX] WXC New Staff on training on VFX working configurations?

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [WXC/VFX] WXC New Staff on training on VFX working configurations?

Shash

157 posts

Master Geek

#19872 4-Mar-2008 12:12

I do not want to bring this here but the reply from the helpdesk made me to write this here.

One of my VFX line went down yesterday, this one line configured on my SPA2102 with dual line, the second line registered and working well where as the other line failing to register.

I have also paid my first month WXC bill yesterday.

Logged a help desk call, got a reply asking me to do the usual things, restart, setup static IP, (these are the things you do before calling helpdesk) and unusually to forward ports as below.

Ports to forward are:
UDP ports 8060 - 8062 - signaling
UDP ports 5060 - 5062 - signaling
UDP ports 35384 - 37384 - RTP and media

I have other VFX accounts on SPA3102 ( which is working with TCNZ ADSL- fingers crossed) not needing port forwarding.

I know the help desk is taking the steps to resolve this issue, my question is this was a working line, just went down, nothing changed on my side, help desk is adamant that I try the port forwarding.. here I'm no phone and WXC wanting to do some experiments at my expense.

To be honest I have better thing to do. I want a phone line so that I can get on with my business.

Finally the Help desk staff should also be trained to write professional replies to keep WXC reputation - well this is an issue with ''Generation Y''

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220 posts

Master Geek

#114545 4-Mar-2008 12:55

Sounds like a router problem.

What router are you using?

You don't need to forward any ports.

Does the router have a firewall feature? If so, turn it off.

Shash

157 posts

Master Geek

#114562 4-Mar-2008 13:27

Thanks, Router is Lynksys AG300,

All ports open - out, web port and few other standard ports are open - in
Turning off the F/W I do not want to go there, I'm in communication with help desk, is anyone having 2 or 3 vfx lines on same ADSL having to open up these ports?

bender

220 posts

Master Geek

#114565 4-Mar-2008 13:31

You need to turn the firewall off. Your router will be running NAT anyway which in an unintended manner, will protect your network.

adventdesigns

115 posts

Master Geek

#114600 4-Mar-2008 16:30

I had similar problems, was my router and something to do with the new firmware I put on, dropped back to the old firmware and it worked fine.

Shash

157 posts

Master Geek

#114607 4-Mar-2008 16:43

UPDATE - Line1 registered online working, WXC change the config from their end and I have to restart my SPA and router. I'm still not sure what made this to happen in the first place.

Shash

157 posts

Master Geek

#114635 4-Mar-2008 18:33

UPDATE - I have my other line gone belly up, this is totally a separate line with different account number, once again on to help desk.... I had some custom config dome by Phil Moore to use #0 and #1 all of them gone out of the window, #0 I always use to dial out through TCNZ.

I going what the #$%^&^&***(^$## that also means incompetent help desk staff.

This brings back memories of TCNZ they work on one line and mess up other.
If it’s not broken don't fix it.

One more ticket for the help desk team ... another dollar tomorrow

Niel

3267 posts

Uber Geek

Trusted

#114648 4-Mar-2008 19:13

Send them an e-mail outlining all the phone numbers and how they need to be setup, making it clear what is customised by Phil. The e-mail will look too technical and will be passed on to a (more) technical person. This is better than phoning and just getting the next available person. I have always had my problems sorted within 24h after sending an e-mail.

You can never have enough Volvos!

Equinox IT

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maverick

3594 posts

Uber Geek

Trusted

WorldxChange

#114649 4-Mar-2008 19:13

I see 3 lines registered,

2 on a spa2102
xxxx652
xxxx653

1 on a 3102
xxxx234

if the config has been overwritten then we will have to see what has happened and why was it changed at all, but all 3 lines are on line at present

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

https://www.facebook.com/wxccommunications

Shash

157 posts

Master Geek

#114673 4-Mar-2008 20:30

maverick: I see 3 lines registered,

2 on a spa2102
xxxx652
xxxx653

1 on a 3102
xxxx234

if the config has been overwritten then we will have to see what has happened and why was it changed at all, but all 3 lines are on line at present

Thanks Phil Yes, all 3 lines are registered, but the SPA3102 config you did in Dec were all gone also I'm getting a crackling noise with the dial tone, tbh I do not want anything changing on the SPA3102 as I have enjoyed the freedom to switching between WXC and TCNZ by dial plans. ie - #0 and #1 to the SIP provider.

Niel: Send them an e-mail outlining all the phone numbers and how they need to be setup, making it clear what is customised by Phil. The e-mail will look too technical and will be passed on to a (more) technical person. This is better than phoning and just getting the next available person. I have always had my problems sorted within 24h after sending an e-mail.

I was clear on all my communications with the helpdesk staff, but I shoud say I was bit rude as I was absolutely annoyed with the whole thing, I never change anything on my side that will have disrupt my VFX lines, all my SPA's are using WXC DNS and connected directly to the ADSL router. I’ve spent some money and energy to lay some CAT6 external cabling between my blokes shed and the house to achieve this. Hope I will be a happy tomorrow.

Cheers

maverick

3594 posts

Uber Geek

Trusted

WorldxChange

#114748 5-Mar-2008 06:34

The issue will be the config has been overwritten, now this will not be the helpdesks fault at all, they will be following some procdures depending on symptons, and since your device was not online they may have pushed the config back up to make sure that it was working correctly,

however it appears that the basic config has been pushed up, and not the custom one, now this is not the helpdesk faults it is purely an operational issue and rests with me (buck has to stop somewhere) I need to find why and how this occurred, I don't have any answers as yet and we will need to look at your config again, my apologies for this and the inconvenience this will incur.

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

https://www.facebook.com/wxccommunications

Niel

3267 posts

Uber Geek

Trusted

#114754 5-Mar-2008 07:30

Shash, I'm sure you were clear with your communications but my point is put it in an e-mail not verbal. That way they have everything correctly stated in front of them.

You can never have enough Volvos!

Shash

157 posts

Master Geek

#114768 5-Mar-2008 09:13

Niel: Shash, I'm sure you were clear with your communications but my point is put it in an e-mail not verbal. That way they have everything correctly stated in front of them.

Niel, I did do a email communication with the helpdesk, Phil is also got my details, things will be weeet from here. Cheers.

maverick

3594 posts

Uber Geek

Trusted

WorldxChange

#114783 5-Mar-2008 09:43

If you restart your device now and give it a bit of time to pick up it's config, see how you go, we have identified what was wrong and hopefully closed this hole.

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

https://www.facebook.com/wxccommunications

Shash

157 posts

Master Geek

#114785 5-Mar-2008 09:47

Thanks Phil, can restart the SPA but testing the #0 #1 will be in the evening, cheers

Shash

157 posts

Master Geek

#114879 5-Mar-2008 17:36

restarted the device, device went through the powercycle and picked up the config but 0# and 1# are giving ''Number not in service.....'' message, also there are no dial tones on these gateways.

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