Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.




8 posts

Wannabe Geek


Topic # 27373 23-Oct-2008 17:01
Send private message

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:

View this topic in a long page with up to 500 replies per page Create new topic
 1 | 2
339 posts

Ultimate Geek
+1 received by user: 25

Trusted

  Reply # 173125 23-Oct-2008 17:56
Send private message

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.

5288 posts

Uber Geek
+1 received by user: 2314

Trusted
Lifetime subscriber

  Reply # 173139 23-Oct-2008 18:34
Send private message

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?




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.
Rural Broadband RBI installer for Ultimate Broadband and Full Flavour

 

Need help in Auckland, Waikato or BoP? Click my email button, or email me direct: [my user name] at geekzonemail dot com


 
 
 
 


57 posts

Master Geek
+1 received by user: 1


  Reply # 173200 23-Oct-2008 21:45
Send private message

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.



8 posts

Wannabe Geek


Reply # 173233 24-Oct-2008 00:56
Send private message

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?

3267 posts

Uber Geek
+1 received by user: 77

Trusted

  Reply # 173250 24-Oct-2008 07:08
Send private message

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!


27249 posts

Uber Geek
+1 received by user: 6683

Moderator
Trusted
Biddle Corp
Lifetime subscriber

  Reply # 173253 24-Oct-2008 07:50
Send private message

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.


5288 posts

Uber Geek
+1 received by user: 2314

Trusted
Lifetime subscriber

  Reply # 173267 24-Oct-2008 08:52
Send private message

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




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.
Rural Broadband RBI installer for Ultimate Broadband and Full Flavour

 

Need help in Auckland, Waikato or BoP? Click my email button, or email me direct: [my user name] at geekzonemail dot com


23 posts

Geek


  Reply # 173275 24-Oct-2008 09:15
Send private message

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...Money mouth 

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


27249 posts

Uber Geek
+1 received by user: 6683

Moderator
Trusted
Biddle Corp
Lifetime subscriber

  Reply # 173287 24-Oct-2008 09:53
Send private message

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...Money mouth 

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



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.



8 posts

Wannabe Geek


  Reply # 173341 24-Oct-2008 13:12
Send private message

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.

27249 posts

Uber Geek
+1 received by user: 6683

Moderator
Trusted
Biddle Corp
Lifetime subscriber

  Reply # 173343 24-Oct-2008 13:41
Send private message

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.

30 posts

Geek


  Reply # 173350 24-Oct-2008 14:20
Send private message

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.



8 posts

Wannabe Geek


  Reply # 173356 24-Oct-2008 14:38
Send private message

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).

BDFL - Memuneh
61712 posts

Uber Geek
+1 received by user: 12383

Administrator
Trusted
Geekzone
Lifetime subscriber

266 posts

Ultimate Geek
+1 received by user: 26


  Reply # 173366 24-Oct-2008 14:56
Send private message

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?

 1 | 2
View this topic in a long page with up to 500 replies per page Create new topic



Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.