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441 posts

Ultimate Geek
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Topic # 24424 23-Jul-2008 19:59
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I just thought I'd relate my experience in transferring my Telecom number to VFX.

I had trialed the VFX service on my existing Xnet Stream plan, and was more than happy with the call quality, so I signed up for Fusion.

I phoned Xnet on 7th July and signed up to switch to Fusion from my existing plan and temporary VFX number. I was told that there was a sequence that had to be followed with Telecom, and that the number would be transferred on the 18th July. I was also told that there could be up to 8 hours where my "telecom" number would not work, and that my temporary VFX number would work during this time. I was told that I would get a call on my mobile when the number porting was to occur.

Heres what actually happened.

9th July, got a letter saying that my application for Fusion was approved and that my high speed service would start on 10th July. No mention in this letter of the date for VFX.

10th July, Got home from work, and find that my telecom phone service has been stopped. When called, my old telecom number comes up "no such number". Internet speed has not increased. By this time the Xnet helpdesk is shut. On a hunch, I reset my router, and the connection is now running at the expected speeds. The letter of the 9th should have advised to reset your connection to pick up the new speeds.

15th July, My sister calls and gets through to my VFX service on my old telecom number, No email or phonecall from Xnet to say that this has occurred. I sent an email to Xnet explaining that I was misinformed about the number porting process.

16th July Got phonecall from Xnet responding to email. Caller explains that the number has been "customer linked", and that the transfer will complete on 18th July.

17th July I called for a taxi, and my number wasn't recognised by the automated system. Because the operator didn't recognise my VFX number, she tried phoning back. I was outside waiting for the taxi, and didn't hear the call so my taxi was never dispatched. I phoned back and found out that outgoing calls were still using the temporary number.

18th July, I have been advised that my porting issues were being escalated to a manager, I have yet to get any explaination.

18th July, Got email that my updated VFX account had been created. Get home to find that I have no dialtone on VFX. Try resetting router, and get dialtone back. My VFX profile had been reset including mailbox greetings etc. Also, my VFX and voicemail passwords are not as requested (existing passwords) Email did not suggest that I may have to reset my router.


Don't get me wrong, I like the VFX service, it's the process of transferring the number that sucks.

Xnet need to better explain the stages involved, and communicate to the customer at each stage. I understand that Telecom probably have a big part to play in the complexity of the process, but a better explaination up front would have helped. Xnet should have a step by step explanation on the VFX FAQ page.

In an ideal world, the phone number would transfer at midnight on the nominated date.

Regards,

Allen.





---------------------------------------------------------
Welcome my Son, Welcome to the machine...
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Yamaha z7, Boston VR2 (LR), Boston VRC (C), Energy RCR (SL & SR), Boston HD5 (SBL & R)   Velodyn SPL1200 ultra. Phillips CD650, Sony DVP S735D, TViX M6500A, Oppo BDP83, Panasonic PT-AE700, 120" Fixed screen.

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441 posts

Ultimate Geek
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  Reply # 150778 23-Jul-2008 21:51
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Did anyone have a better (or worse) experience?

Allen.





---------------------------------------------------------
Welcome my Son, Welcome to the machine...
---------------------------------------------------------

Yamaha z7, Boston VR2 (LR), Boston VRC (C), Energy RCR (SL & SR), Boston HD5 (SBL & R)   Velodyn SPL1200 ultra. Phillips CD650, Sony DVP S735D, TViX M6500A, Oppo BDP83, Panasonic PT-AE700, 120" Fixed screen.

334 posts

Ultimate Geek
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  Reply # 150784 23-Jul-2008 22:13
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I've started the process myself, will see how it goes the next few days..
I noticed that earlier this afternoon my account was switched to the fusion pricing/plan (I am an existing xnet customer).
Will see how it goes.

 
 
 
 




441 posts

Ultimate Geek
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  Reply # 150787 23-Jul-2008 22:34
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Hi shermanp, What were you told would happen? were you told about the 4 stages with several days in between, or given the "Could take up to 8 hours" message that I got?

1. upgrade of broadband speed

2. disconnection of telecom number
3. customer linking of number to VFX
4. transfer of number to VFX

Regards,

Allen






---------------------------------------------------------
Welcome my Son, Welcome to the machine...
---------------------------------------------------------

Yamaha z7, Boston VR2 (LR), Boston VRC (C), Energy RCR (SL & SR), Boston HD5 (SBL & R)   Velodyn SPL1200 ultra. Phillips CD650, Sony DVP S735D, TViX M6500A, Oppo BDP83, Panasonic PT-AE700, 120" Fixed screen.

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Ultimate Geek
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  Reply # 150808 23-Jul-2008 23:38
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Can't really remember, think it was what you got, will just have to wait and see. I'm not too worried about it. I'm just interested in stopping the $50/month telecom bill - where I never make any toll calls on it...

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Master Geek


  Reply # 150933 24-Jul-2008 13:06
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When I was waiting for the Telecom number to be ported to VFX my line was broken down,A Telecom man came to fix my line and I told him that  I am changing to the VFXCoolHe asked me why did I change to Xnet?why don't stay with Telecom.....hahaha...I told him...just to save money!!!


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Ultimate Geek
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  Reply # 150963 24-Jul-2008 14:33
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Well guys to put this in perspective I've been porting numbers (an entire DID range) from Telstra in aussie to another provider a month and counting :)  the redirect all goes to one number (so a 100 number indial range all go to the one main number one of those is a fax number!) feel sorry for the receptionist I do!

They mucked up the porting process once already never call me back when I query them even though they say they will call me that day probably spoke to someone about 15 times already about this so not from a lack of trying and I still dont have a date the port will finally happen.

Id rather deal with Telecom and Xnet to port a number anyday of the week.



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  Reply # 150980 24-Jul-2008 15:25
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Generally these go smoothly, but if you're not aware of the process it can be confusing. Actually, if you do know the process, you can get confused too (trying to explain to customersUndecided).
My only concern with the process, is the time it takes to put the customer link in place. This should really be a simple 2-3 hour job for Telecom Wholesale; 6-48 hours for a small business to have no incoming phone number = not good Frown




Chorus has spent $1.4 billion on making their xDSL broadband network faster. If your still stuck on ADSL or VDSL, why not spend from $150 on a master filter install to make sure you are getting the most out of your connection?
I install - Naked DSL, DSL Master Splitters, VoIP, data cabling and general computer support for home and small business.
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Wannabe Geek


Reply # 150990 24-Jul-2008 15:38
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What New Zealand needs is an independent telephone number administration authority (with no business bias). ACMA in Australia overseas number porting between TSPs. Some VOIP TSPs (FaktorTel, Iinet etc) have their own ranges as WxC does but they have to offer the ACMA facility too.

105 posts

Master Geek
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  Reply # 151010 24-Jul-2008 16:20
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My experience tops that.  Telecom really sucked.

I had my tolls with Telstra Clear.  World xChange explained that I would need to transfer it too telecom, even for a single day as they could only transfer from Telecom directly. Fair enough but a little sad as Telecom make you go through the whole rigmarole of getting a line from them, i.e. credit check, background check, plus told it would take a week to 10 days.  " definitely by next Tuesday"
Got to Tuesday, no word from Telecom, rang home and number is working, great, but hold on its still Telstra Clear.
Called Telecom, "no we didn't do anything, must have lost your request so will now book you in, that will be 10 days thanks"
Called XNET, helpful but nothing they could do but would ring Telecom on my behalf.
XNET made something happen and Telecom call back, we will do it within 5 days, definitely by the weekend.

Monday, still on Telstra, getting close to leaving for an overseas trip for 3 weeks, leaving wife with problem is not an option.
Called Telecom "Sorry we must have lost your request, 10 day clock starts from now"
$%^%&*%^%$!!!!

Called XNET, they again got Telecom to respond.  I spoke to a Telecom manager.  By now I had run over the next month of my Telstra contract ($70) and my Woosh contract ($50) and had a bill from Telecom for connection which hadn't been done.
Telecom manager says, sorry, we will pay you Woosh bill and try and get you online by weekend.
Thursday I called just in case, and you guessed it "What connection, oh we can book you in 10 days"
Back to manager, "leave it with me"
Friday, “yes it’s on for Saturday morning”.
Saturday, transfer made and XNET were brilliant, got me up and running after a single reboot of router.
Sunday flew out of country leaving happy wife.

Follow up, Telecom did not pay my Woosh bill, "we have no record of promising this"Made me pay the connection charge and one months line rental when it took only an hour or so from the time Telecom took over until XNET took over.

Bar$%^&ds 

BDFL - Memuneh
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Reply # 151025 24-Jul-2008 16:58
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I am sued to say that I don't have problems with companies, in principle they all work.

But the people working for these companies... If there was only a way to filter those idiots out of the system.




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Uber Geek
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  Reply # 151494 26-Jul-2008 00:45
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Since you're talking about number porting I have a few questions. Tongue out

We currently work from home with one phone line with faxability - so one number for phone and another number for fax but on the same line.  The phone line is with TelstraClear.

We are setting up a shop in town and I want to move the phone and fax numbers to the shop.

I want to have VFX with two lines, one having the current home phone number.  The main line to the shop will have the fax, EFTPOS and monitored alarm on it and obviously want this to take the existing home fax nnumber.

So, can I make the faxability number the main number on the shop phone line?
Can I move the phone number to VFX?
Does having VFX with two lines mean that if the first line is busy when someone calls it automatically tries the second line even though it will have a different number?

Mods please move this to a new thread if you think it needs to be.






441 posts

Ultimate Geek
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  Reply # 151700 27-Jul-2008 00:21
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Hi CYaBro,

Probably good questions for Xnet sales 0800 123456

I believe that there are issues porting numbers from anyone but telecom. I think at present the only way it can be done is to transfer both numbers to telecom, and then to Xnet. I believe that this would require a connection fee, a months rental, and a Customer Linking fee be paid to telecom for both numbers. Bummer! This is only my opinion on what I have read on Xnet and this forum.

As for the Divert on Busy, this is a standard feature of VFX.

have you read the VFX info pages on Xnet?

Regards

Allen.





---------------------------------------------------------
Welcome my Son, Welcome to the machine...
---------------------------------------------------------

Yamaha z7, Boston VR2 (LR), Boston VRC (C), Energy RCR (SL & SR), Boston HD5 (SBL & R)   Velodyn SPL1200 ultra. Phillips CD650, Sony DVP S735D, TViX M6500A, Oppo BDP83, Panasonic PT-AE700, 120" Fixed screen.

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Uber Geek
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  Reply # 151712 27-Jul-2008 07:45
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freitasm: But the people working for these companies... If there was only a way to filter those idiots out of the system.


People get paid just enough so they do not leave, and work just enough so they do not get fired.

And it is easy to get a degree, but few people have a passion for what they do.  In the old days (before my time) it was so hard to find the money to study that you worked really hard and only the rich idiots did not get filtered out (and usually they move on to management anyway).

Porting your number relies on a lot of processes which is still not perfect, but I believe it is already a lot better than what it was.  It did not take long for Telecom to stop charging the customer link fee.  But obviously sorting these processes would not be Telecom's first priority.




You can never have enough Volvos!




441 posts

Ultimate Geek
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  Reply # 151744 27-Jul-2008 11:02
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Hi Neil,

I havn't got my final telecom bill yet. Are you saying, (contrary to Xnet info?), that Telecom no longer charges the linking fee?

Also for interest, Telecoms residential terms and conditions say that they will charge for a full months service charges after discontinuing their service. Are they doing this when transferring to Naked DSL? If so, then they are charging twice for the "Line charges" part. once on your telecom bill, and a second time as part of the naked DSL charges that are passed on through the ISP? Has anyone struck this and challenged it?

Regards,

Allen





---------------------------------------------------------
Welcome my Son, Welcome to the machine...
---------------------------------------------------------

Yamaha z7, Boston VR2 (LR), Boston VRC (C), Energy RCR (SL & SR), Boston HD5 (SBL & R)   Velodyn SPL1200 ultra. Phillips CD650, Sony DVP S735D, TViX M6500A, Oppo BDP83, Panasonic PT-AE700, 120" Fixed screen.

3267 posts

Uber Geek
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  Reply # 151831 27-Jul-2008 16:16
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I've switched to Fusion around February/March.  I was not charge for "customer link" nor was I charged after the day my Telecom POTS went dead (or rather "beep, beep, beep").  The switching dated happened to coincide with my Telecom billing cycle.  The only thing I've paid for was the $20 number porting fee.

When Fusion was launched you had to pay for customer link.  But I do recall shortly after the launch XNet arranged with Telecom that they will not charge for it.




You can never have enough Volvos!


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