[WXC/VFX] Lost Connection, Support no help.

Forums › Vodafone New Zealand › [WXC/VFX] Lost Connection, Support no help.

Ashbook

10 posts

Wannabe Geek

Topic # 22657 4-Jun-2008 13:00

Hey guys!

Been with XNET a month now and all WAS great, until the weekend. Around lunchtime on Sunday I lost internet and phone.

A quick look at the router (WAG54GP2) showed DSL light is on but internet light is off. I reboot lots of times and triple check settings but no help, so I ring helpdesk. The first guy said it could be a telecom problem so he logged it with them and said he would get back to me, but he didn’t so I rang back. The second guy said telecom was being slack and they didn’t do much at all so he logged it with telecom again, he also said he would ring me back but no one did. So I ring again, this time the 3rd guy was border line incompetent. He never said anything about what the last guys said, just went through his check list of settings (which I had been over twice before) and that was it, he basically said he didn’t know what was wrong and offered no help.

Now I am stuck with this problem, so I turned here. What could cause the internet light to be off and DSL light to be on? As I understand it the exchange is hook up fine as DSL is working, but I am not connected to XNET for some reason?-Shane

Cameronn

334 posts

Ultimate Geek
+1 received by user: 3

Trusted

WorldxChange

Reply # 135440 4-Jun-2008 13:40

Just looking at the details, I can see we have logged 3 faults with Telecom Wholesale to try and resolve this issue.

I beleive the fault is due to the port locking on the new alcatel 7302's - http://www.xnet.co.nz/cgi-bin/status.cgi?id=368

Looking at your port DSL is up and you are connected to Model: ALCATEL 7302, what Telecom Wholesale have done previously should have fixed this issue. Could you please confirm your username is still in the WAG54GP2? If it's still setup correctly and you haven't tried to modify the settings I'll escalate this directly to Telecom Wholesale Fault Management immeadiately.

Thanks
Cameron

Griven

174 posts

Master Geek

Trusted

Reply # 135441 4-Jun-2008 13:41

cam beat me !

Nicholas Cuc

Network Support
WorldxChange Communications
www.xnet.co.nz

Ashbook

10 posts

Wannabe Geek

Reply # 135623 5-Jun-2008 10:05

Thanks Cameronn! After you told me that my Router wasn’t sending my username and password I started to search for what could be wrong. Incredibly I stumbled across this post http://www.geekzone.co.nz/forums.asp?ForumId=65&TopicId=20339

Exact same problem as I was having! I ticked the box and all is perfect again. There must be some issue that causes the router to change that setting, because I never even logged into the router settings.

So im back up and running now and after talking to Cameronn my faith in XNET support is restored. However this should have never got to a point where I needed to post here, as Cameronn said - resetting my factory settings would have put things back.

Thanks for the help; maybe someone could offer an explanation to the setting change.

-Shane