[WXC/VFX] VoIP setup support (or lack thereof)

Forums › Vodafone New Zealand › [WXC/VFX] VoIP setup support (or lack thereof) - help please!

asni

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Wannabe Geek

Topic # 27373 23-Oct-2008 17:01

have recently signed up for a new VoIP and broadbanc accoun t at WxC, and since the switchover my phone has not been working at all - I have not been able to make or receive calls for nearly two weeks now, the documentation I received to set up my phone is confusing and contradictory (eg I got an email from the company to enter a link somewhere but have not been able a place in the setup menu that looks remotely like what they say) and of course, since my phone doesn't work, I haven't been able to call their "customer support" if such a thing indeed exists (I get the feeling it doesn't).

I have sent them an email on Monday asking for detailed instructions about setting up my phoneline, and have had no reply yet. This was after being without phone for a week, and I have an important job application pending and am generally in the process of setting myself up in business.

Needless to say, I think this is completely unacceptable and wish I had stayed with Telecom. I would definitely NOT recommend that "service" to anyone!!

Can anyone here help and point me to a place where I can find detailed and comprehendable set-up instructions? I have been searching both on the Linksys site (my router is an AG310) and on the WxC site and have found nothing of the sort yet.

The device is not listed on the WxC website where there are the instructional videos for setup, although it has been explicitly recommended by the Xnet representative I signed up with. I tried to talk ot the computer at Linksys last night but it did not even have an option for setp problems apparently.

Any help is much appreciated.

PS if this service can only be used by full time geeks it should come with a full time geek warning. I don't have TIME for this.
:fuming:

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Reply # 173125 23-Oct-2008 17:56

I don't have an AG310 however on under the main setup tab for the device there is a Voice sub-section. Once in that voice section, click on admin login and switch to advanced mode. Then have a look around, the setting will be there somewhere...

On the plus side, once you enter the registration link everything else will be done automagically for you. after a reboot (or two) you will be able to start using your VFX service.

coffeebaron

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Reply # 173139 23-Oct-2008 18:34

Hi there,

I can help you out here. Will post some screen shots for you tomorrow morning (I'm out this evening).
Where abouts are you based?

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catdog

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Reply # 173200 23-Oct-2008 21:45

I had exactly the same problem as you with the AG310, and this post is the one which fixed it for me:
http://www.geekzone.co.nz/forums.asp?ForumId=65&TopicId=24443&page_no=1#155119

Basically you need to find the "resync on reset" option and turn it on. Roughly from memory, underneath the setup tab choose voice, then under that to the right is "Admin login" in blue. Once you have logged in as admin there are extra settings that show up to configure the VFX connection, including the resync option.

Goodluck.

asni

8 posts

Wannabe Geek

Reply # 173233 24-Oct-2008 00:56

Hi, thanks for the relplies glad to hear others had that problem too... I've always considered myself a reasonably tech-savvy person, this makes me feel less stupid.

Screenshots would be good. I'm based in Welly.

Actually, I cannot access the Voice menu because it keeps prompting me to enter the password for one "spa user" - I have no idea where that comes from, what that password would be or how to get back into the admin account, I was in there once I think and clicked a wrong button apparently. I have tried re-setting it to factory default but that did not fix the problem.

This is all so unbelievably BAD I cannot believe how bad that is.

And I still have no phone connection. And am supposed to meet a new customer about a website tomorrow... and can't even call the guy.

Can I sue these people if I loose a customer because of this sh*t?

Niel

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Reply # 173250 24-Oct-2008 07:08

Did the cardboard box say XNet VFX on it? If so, then the provisioning link is already entered. If it asks for a password then most likely the provisioning link is already entered and it connected to the server and now you are locked out from the voice settings (the way it is supposed to be).

Try "admin" and "admin" for the user name and password, or just leaving it blank (probably tried that already).

Phone or e-mail XNet and make sure they have the MAC address correct on their system and the correct model. The MAC is on the box, on the unit, and also in the voice status page. In my case the MAC was wrong.

You can never have enough Volvos!

sbiddle

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Reply # 173253 24-Oct-2008 07:50

Do you not have a mobile that you can ring them on? This issue is something that would be probably be solved in under 5 mins if you rang them. Emailing people isn't necessarily the best option.

Have you actually provided WxC with the MAC address of your router? If the device was purchased and has a VFX sticker on the box it will auto provision itself once WxC have this, if you have not provided it to them then it can't provisin itself which will explain why it's not working.

coffeebaron

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Reply # 173267 24-Oct-2008 08:52

As Catdog says: login to AG310, go to voice section, click admin, click advanced, then go to provisioning. Check settings below.

AG310 Voice

If this does not work, verify with Xnet you have correct MAC address loaded. If you can't get to this page, you may need to factory reset the voice section. To do this:
1. plug a handset into "phone" port
2. lift handset and dial: **** 73738#
3. 1 (to confirm)
4. Hang up and wait 1min
5. log back in & reenter all above
6. power off/on & leave it for 5min

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tamulmol

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Reply # 173275 24-Oct-2008 09:15

Hey asni, thats sad to hear, having no phone for more than 2 weeks now....Thanks to this kind of forum, I've been planning to try VFX of wxc, and although I'm not hearing much problem about it, but my bad experience as a torrent plan user in broadband made me think a million times whether wxc would be a good choice...

Hmmm...probably I would wait for the telecom to launch their VoIP or might consider telstraclear......

sbiddle

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Reply # 173287 24-Oct-2008 09:53

tamulmol:
Hey asni, thats sad to hear, having no phone for more than 2 weeks now....Thanks to this kind of forum, I've been planning to try VFX of wxc, and although I'm not hearing much problem about it, but my bad experience as a torrent plan user in broadband made me think a million times whether wxc would be a good choice...

Hmmm...probably I would wait for the telecom to launch their VoIP or might consider telstraclear......

Neither TelstraClear or Telecom have a residential VoIP offering or have any plans for one in the immediate future. You could be waiting for some time.

The VFX service itself is pretty solid and I don't think you can blame a two week delay entirely on WxC. This issue would potentially be solved in a few minutes if their helpdesk was rung to check whether the MAC address was linked to the account and provisioned properly.

asni

8 posts

Wannabe Geek

Reply # 173341 24-Oct-2008 13:12

I have been living happily without a cell phone for the last four years. I do not think it's kosher to offer a service that requires a person to have a cell phone to make use of their support.

Getting no reply from their customer representative for three days is not acceptable. Not finding proper documentation either with the device or on the net is not acceptable. Getting a message from their help desk - finally - telling me to ring their help line on a cell phone is ABSOLUTELY NOT ACCEPTABLE.

They gotta figure out something better.

I have tried the factory reset, it did not get rid of the password prompt (yes, I tried filling in admin-admin). I'll try again.

I'll also have a chat with consumer.org as soon as I get that phone to work.

Sorry, pals.

sbiddle

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Reply # 173343 24-Oct-2008 13:41

asni:
Getting no reply from their customer representative for three days is not acceptable. Not finding proper documentation either with the device or on the net is not acceptable. Getting a message from their help desk - finally - telling me to ring their help line on a cell phone is ABSOLUTELY NOT ACCEPTABLE.

I have to say that I completely disagree. Speaking through the issues with a support person on the phone is the easiest and simplest way of solving your problem. It you had done this you would have potentially had the issue solved within a matter of minutes two weeks ago. You can't lay the blame fully on WxC. They are telling you the easiest way to get the problem fixed.

Have you ever registed the MAC address of your device with them? If not then this is the first thing you need to do.

blaXoid

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Reply # 173350 24-Oct-2008 14:20

I thought all the instructions were pretty straight forward and that Xnets tech support is top notch! I mean you can even ring them from a cellphone which other companies don't let you do. I signed up last Thursday on a whole new connection and it went like this:

Thu: Received my VoIP router (Linksys W54GP2), told Xnet the Mac Address
Fri: Broadband/VoIP connected at house. Followed instructions on router CD to get into setup, configured Broadband. Went online and watched setup vid for VoIP(its basically just enabling that url to the config). Plugged in phone to router and power cycled.

Everything worked immediately and took like 10 mins tops.

asni

8 posts

Wannabe Geek

Reply # 173356 24-Oct-2008 14:38

Lucky you then.

There was no instruction video online for my device. How am I to guess which if any of the other devices is similar enough?

I had to come to this forum to get the info that I should have gotten from their customer representative at least a week ago.

You're right, it's not that complicated. ALL it would have taken is a screenshot and path to the appropriate voice setup tab, like coffeeebaron kindly posted.

I finally managed to get rid of the spa user prompt and found the mysterious "provisioning tab" - which is tucked away tiny in a corner two layers down.

HOW IS ANYONE WHO DOES NOT SPEAK GEEKESE AS A FIRST LANGUAGE SUPPOSED TO GUESS/FIND THAT?????????????

Is it really too hard to send out the content of Coffeebaron's post as a standard email for setup, or AT LEAST make the appropriate info available online for *ALL* devices that support the service? (the AG310 came explicitly recommended by the customer rep I signed up with).

Maybe these people need to hire a human to human communications specialist.

I'm available and looking for work.

(see if the phone works now).

freitasm

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Reply # 173365 24-Oct-2008 14:55

One question: did you buy a WorldxChange/VFX branded device or a third party device?

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grudge

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Reply # 173366 24-Oct-2008 14:56

So you think consumer.org will find the fact that you didn't even bother making an effort to ring the customer helpdesk which would have solved your problem in 5 min, a statement on WxC's technical support service?

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