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929 posts

Ultimate Geek


# 20675 2-Apr-2008 20:03
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I have had a bad time trying to get my fusion service back on after moving house. I emailed wXc on the 6th of March requesting service to be on at my new location on the 22nd. I received a reply from Wendy F on the 7th saying that the request would be put though to telecom. Was told it’s a new system and may not happen.

I moved on the 22nd and indeed nothing did happen. As it was a long weekend I could only get through to the help desk on the Tuesday after a few calls to them got told connection would be done on Thursday 27th .
 
On Thursday nothing happened. Rang another two times. Was told that installer was told to go away by house holder. What? My partner was home all day, nobody called nobody came! More calls to wXc. Telecom was given the wrong details. So when are you going to connect me? Will be Wednesday the 2nd now. WTF! I need my phone on now!!

So Wednesday rolls along my partner rings me. Telecom man is here. GREAT! But has wrong name on work order and wrong contact info. Also work order requests a second line to be installed (have not even got a first line!). He does not want to connect me at all now. Bugger me what a joke! After talking to the man he realized what was needed and sorted it (Big thank you telecom contractor)!
 I am on now.But I am not at all happy with the service from wXc. Must have spent 4 hours plus on hold tying to get this sorted! And they want $80 odd to move services. Also I have to pay for the forwarded land line calls to a cell phone (plus all the outgoing cell phone calls made in the last 10 days). Never ever had this kind grief moving with telecom.  Disappointed.   Andrew C

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cisconz
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  # 120657 3-Apr-2008 07:30
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andrewcnz: I have had a bad time trying to get my fusion service back on after moving house. I emailed wXc on the 6th of March requesting service to be on at my new location on the 22nd. I received a reply from Wendy F on the 7th saying that the request would be put though to telecom. Was told it’s a new system and may not happen.

I moved on the 22nd and indeed nothing did happen. As it was a long weekend I could only get through to the help desk on the Tuesday after a few calls to them got told connection would be done on Thursday 27th .
 
On Thursday nothing happened. Rang another two times. Was told that installer was told to go away by house holder. What? My partner was home all day, nobody called nobody came! More calls to wXc. Telecom was given the wrong details. So when are you going to connect me? Will be Wednesday the 2nd now. WTF! I need my phone on now!!

So Wednesday rolls along my partner rings me. Telecom man is here. GREAT! But has wrong name on work order and wrong contact info. Also work order requests a second line to be installed (have not even got a first line!). He does not want to connect me at all now. Bugger me what a joke! After talking to the man he realized what was needed and sorted it (Big thank you telecom contractor)!
 I am on now.But I am not at all happy with the service from wXc. Must have spent 4 hours plus on hold tying to get this sorted! And they want $80 odd to move services. Also I have to pay for the forwarded land line calls to a cell phone (plus all the outgoing cell phone calls made in the last 10 days). Never ever had this kind grief moving with telecom.  Disappointed.   Andrew C


How do you think NDSL works?

Unless your line is unbundled, which it isn’t, Telecom still provide the wiring from your house to their interconnect with WxC. Because of this WxC have to pass all requests to Telecom. Do you really think they get preferential treatment from Telecom?

I also understand that there is a new system. When you started your job and didn’t know how to do it were you slow? The WxC and Telecom staff are still learning how to process these requests.

 

As for your cell phone calls WxC or Telecom should reimburse you for this if a date was confirmed and it didn’t happen. If I’m reading your post correctly that is the calls from the 27th till when you get connected.





Hmmmm


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  # 120745 3-Apr-2008 15:24
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Hi Andrew,

Thanks for posting all this, I will definitely be taking this back to Telecom to ask for further explanation.

We prebooked you for a move address (I have no idea why the work order was for a second line, we can't even order the product like that, especially a move address and the correct contact details were given, I even went back to Telecom and reconfirmed them so I can only assume the technician called the wrong number and that's where the initial confusion came about.

Do you know at all what name and phone number were on the work order? I'm more than happy to provide you with the details of the order we sent to Telecom. If you do have them can you please PM them to me as this will help.

I will definitely be following up on this further and will be back in touch with you when I get to the bottom of it.

Thanks,

Wendy

 
 
 
 




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Ultimate Geek


# 120903 3-Apr-2008 22:17
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Sure I had a bit of a rant here. But simple facts are...


I contacted wxc with a moving date well in advance, a fair and resonable request.
I was not connected on the day i asked it to be(March22nd).
I was unable to get a stright answer from the customer service staff(after many many calls).
I dont expect to be given the run around.I pay my bill on time.
It took to long to sort out the problem(Finally connected April 2nd).


I should not need to know how the system works at wxc.


It took time to learn my job,but nobody expects me to know everyone elses! 



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  # 120935 3-Apr-2008 23:44
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Lack of communcation is a common theme in most of these "poor service" type of posts. Hopefully wXc will get things sorted as more staff are trained/procedures become more common place. I think in some situations though there are problems with third parties that they have no control over.

I've had a couple of faults with my answer service lately, one were it took 6 days to receive a voice message! I reported both faults, never heard back about either. In fact when I reported the second fault I was told the tech I had spoken to the previous week hadn't bothered to record anything?

I'm going to stick it out for a while longer, my wife would kill me if I changed ISP again. Hopefully things will come right.

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  # 120958 4-Apr-2008 06:14
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andrewcnz:



It took time to learn my job,but nobody expects me to know everyone elses! 



But what happens when someone dosn't do there job ? and the original task comes back to you since you where the first person they asked to do it ? ,so in this case we did our Job and expecting us to know what the Telecom Contractor and his order , job process is, we try but we don't have the level of visability so generally support staff will not be able to see what a Telecom Contcator is doing at and what his tasks are for the day.

Wendy is explaining that everything was booked and confirmed correctly on our side, orders dates details etc all looks fine....why the installer contracted to do the Job (vis Telecom since they own the copper) had the wrong details we don't know,  So you are thanking the Telecom contractor who sorted it out as he had the wrong details don't you think it may be that he recieved the wrong information from their side of the house ? , When provisioning issues go wrong we generally try to find any issues with what went wrong and was it a process that we can fix here so they don't get repeated, in this case everything appeared fine the issue "may" have just been how the job was handed to the Contractor by Telecom or the Contractor himself got the wrong order pehaps. 




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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