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227 posts

Master Geek
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Topic # 24066 14-Jul-2008 14:10
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Hi all,
I had the frustrating issue of the Telecom hardware at my local exchange "having an issue" over the weekend which resulted in almost a days worth of outage.  It's not XNet's fault but it was frustrating trying to get any information on the issue.
Telecom wouldn't talk to me (because I am a VFX user and don't have a landline with them), and XNet couldn't talk to me because no one was there (I called at ~6 pm on Sunday Smile).
The issue is resolved now - Telecom "fixed something"!  XNet cant tell me what it was because Telecom don't give out that sort of information apparently!

So I came to the realisation that if my internet goes down, everything goes down - phone included.  Which results in long cell phone calls (costing me money).

Is there a need for some form of 24x7 support from XNet?
How many of you sat there wishing you could call XNet because you knew there was a problem or information that only XNet could give you?
Can anyone (important) from XNet even comment?

Just to clarify, I've had nothing but great support from XNet when they were available, there's only been about three times over the past week that I've needed to contact them out out their working hours.


BTW: I've only been with XNet a week so I put all the issues I've been having down to teething problems and most likely wont resurface.  The last one wasn't even XNet's problem!

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xpd

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  Reply # 147786 14-Jul-2008 14:39
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Yeah I was offline over the weekend (certain account issue) but couldnt reach anyone for almost 12hrs. Maybe Xnet need to consider what Quicksilver used to do....   8.30am-10pm helpdesk hours. On weekends, one staff member had a cellphone that the helpdesk calls were directed to after office hours. (Turned off at 10pm)

Just an idea... I dont have to call often thankfully :)




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174 posts

Master Geek

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  Reply # 147983 15-Jul-2008 08:22
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Hi guys,

As I'm the unfortunate one on the after hours mobile you should have been able to reach me with the "2" option from the tech queue menu. This option is available 8pm-10pm weekdays and 4-10pm on Saturday, Sunday and public holidays. I can generally take care of most VFX/DSL enquiries/faults as have a link to work systems. If already on an incoming call you can leave message and the call will be returned.




Nicholas Cuc

Network Support
WorldxChange Communications
www.xnet.co.nz





227 posts

Master Geek
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  Reply # 148011 15-Jul-2008 09:44
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Hi Nicholas,
That's interesting - I dont recall that IVR option being available to me when I called.  It only allowed me to leave a message.
I'll make sure I listen carefully next time - maybe I just missed it Smile

Thanks for your reply.

191 posts

Master Geek
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  Reply # 148101 15-Jul-2008 14:42
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Hi:

Yeah I too had similar experiences as well, iei had a fault with my Fusion connection on a weekend after hours, worst one I had an issue after 10pm on a Saturday and could not reach anyone.

And I don't recall the IVR option either - just a not to leave a message which I never received a call back.

At other times I must say the tech support is great, it is only when issues arise after hours that it can get frustrating (and expensive)..

Perhaps Xnet should really consider doing a 24x7 service, especially given you're trying to position VFX as a residentail PSTN replacement.

Just my 2 cents..

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Ultimate Geek
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  Reply # 148195 15-Jul-2008 17:07
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i thought i add my comment to as i am vfx customer .i agree there should b a 24/7 service ....or at least have a  service  for the vfx customers as everyone can live with  the net being down, but when the phone goes dead the miss gets pissed of big time lol.....


they also should consider a vfx help line  option when we  call the help desk , instead of waiting 20m ,as calling from cell phone is just not great when your receptions not great (loses the signal back to beginging of the que  not fun ) 


xnet really needs to look at this...   




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227 posts

Master Geek
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  Reply # 148212 15-Jul-2008 18:06
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I agree that there needs to be *some* form of (priority?) communication available to vfx customers but only for voice problems.
Otherwise it would be open to abuse to non vfx customers and vfx customers just wanting to skip the queue (which would be bad form).

Maybe have an IVR system whereby you would have to enter your customer number with a pin to verify you were an authorized vfx customer or something like that?

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