[WXC/VFX] Fax to Email Service

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sampler

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#30922 25-Feb-2009 21:44

Hey Everyone,

As it had been available for a while, I decided it was time to try out the fax to email service that Xnet/WxC have. After two days of trying (dealing directly with the help desk staff via calling them) to get the service enabled/setup, I am yet to have anything working.

I am interested to know if anyone else here is using the service had any problems getting it provisioned or once operational, anything happen that was unexpected.

As friendly as the help desk staff are, If the service is unable to be provision in a reasonable time frame I might just flag it and stick with my current fax to email supplier (MBox).

Cheers

Sampler

Cameronn

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#198144 26-Feb-2009 08:28

Hi Sampler,

There was an issue where the fax to email product could not be setup over the last two working days. This however is fixed so you should be able to call and setup the product. Alternatively you could PM me your details and I'll add it to the account for you.

Thanks
Cameron

P.S - this product is usually provisioned on the spot, with around 10-15 minutes of setup time (allowing the backend to provision/update).

RedJungle

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#198163 26-Feb-2009 10:00

Slightly O/T sorry:

To XNET staff: I really miss you guys making announcements / keeping us up to date via the forums here.

For example, I've been hanging out for a fax to e-mail service for some time, and had no idea one was now available for my VFX service until this thread was posted.

I recall many months ago Maverick mentioning it was coming soon - but obviously as we're not kept 'in the loop' any longer I had no idea I could sign up for it now. And having just looked on your website for details I would also say it was really hard to find (ended up finding a link to it via the VFX FAQ page!).

If you guys aren't going to update us via this medium - could you at least look at creating an RSS feed of announcements via your site or something?

Quick question: When you sign-up for this service are we assigned a new number for the fax line? or does it 'piggy-back' on an existing line (a bit like faxability)?

Cameronn

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#198171 26-Feb-2009 10:25

RedJungle:
I recall many months ago Maverick mentioning it was coming soon - but obviously as we're not kept 'in the loop' any longer I had no idea I could sign up for it now. And having just looked on your website for details I would also say it was really hard to find (ended up finding a link to it via the VFX FAQ page!).

If you guys aren't going to update us via this medium - could you at least look at creating an RSS feed of announcements via your site or something?

Quick question: When you sign-up for this service are we assigned a new number for the fax line? or does it 'piggy-back' on an existing line (a bit like faxability)?

Web page is in the process of being re-designed due to things being hard to find - we are working on it :)

Good point I'll mention an RSS feed to the web team for service announcements/changes.

When you sign up for the Fax to Email service you are given a new number which piggy-backs off your main/chosen VFX number. It's also possible to port your existing fax number to us, then have it used as your fax to email number.

Thanks
Cameron

sampler

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#198173 26-Feb-2009 10:27

Hi Cameronn,

thanks for the offer, the service was setup this morning with what i guess was the standing order I had left to have it connected. I had no issue waiting at all. Just nice to know if there is any issue which would slow down the provisioning of any service longer than the "expected".

Cameronn: Hi Sampler,

There was an issue where the fax to email product could not be setup over the last two working days. This however is fixed so you should be able to call and setup the product. Alternatively you could PM me your details and I'll add it to the account for you.

Thanks
Cameron

P.S - this product is usually provisioned on the spot, with around 10-15 minutes of setup time (allowing the backend to provision/update).

Hey Redjungle,

The $5+GST? price I was aware of includes a new number in addition to my VFX number for inbound faxes only. I have no idea if it could be put into the top of an exisiting VFX line, but for the price, why bother

Quick question: When you sign-up for this service are we assigned a new number for the fax line? or does it 'piggy-back' on an existing line (a bit like faxability)?

Cheers

Sampler

RedJungle

Phil Gale
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#198175 26-Feb-2009 10:28

Thanks guys - off to sign up.

RedJungle

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#198345 27-Feb-2009 09:42

Okay some more feedback for Xnet.. if you're going to allow self-service you guys really need to work on your user experience.

So I go into the 'ViewBill' portal.. find the option buried in the small print under the 'Digital Voice' tab.. go through the activation process.. select a number.. hit submit - dumped back at the 'ViewBill' homepage. No 'Success' message, no e-mail, or any kind of confirmation of what will happen next.

The new fax number has appeared under my list of local numbers straight away.. but it's been almost 24 hours and calling it still results in 'the number you called in not active'.

So: was there a problem somewhere? or does it just take time to provision? in which case why don't you send out an e-mail or display a message at the time of sign-up explaining all this?

Your services are great, and I love them - but your website and support portals are terrible. If you could only get the user experience component on your website right it really would be huge! (Maybe it's time to hire a consultant to get this right?)

2c

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Shop on-line at New World now for your groceries (affiliate link).

Cameronn

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#198348 27-Feb-2009 09:46

RedJungle: Okay some more feedback for Xnet.. if you're going to allow self-service you guys really need to work on your user experience.

So I go into the 'ViewBill' portal.. find the option buried in the small print under the 'Digital Voice' tab.. go through the activation process.. select a number.. hit submit - dumped back at the 'ViewBill' homepage. No 'Success' message, no e-mail, or any kind of confirmation of what will happen next.

The new fax number has appeared under my list of local numbers straight away.. but it's been almost 24 hours and calling it still results in 'the number you called in not active'.

So: was there a problem somewhere? or does it just take time to provision? in which case why don't you send out an e-mail or display a message at the time of sign-up explaining all this?

Your services are great, and I love them - but your website and support portals are terrible. If you could only get the user experience component on your website right it really would be huge! (Maybe it's time to hire a consultant to get this right?)

2c

I'll report this to the Web Admin team. I agree it should pop up with a success/information on how to use the service.

The number itself will have been provisioned, it will only accept calls via the t38 protocol - hence it ringing no such number if you call it directly from a voice line.

If you provide me the number via PM I'll send a test fax to it this morning.

RedJungle

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#198349 27-Feb-2009 09:51

Thanks Cameronn,

I did try sending a fax yesterday, and again just now with no luck. I'll PM you now.

sampler

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#198351 27-Feb-2009 09:58

Cameronn:

The number itself will have been provisioned, it will only accept calls via the t38 protocol - hence it ringing no such number if you call it directly from a voice line.

Hey Cameronn,

Yes I noticed that effectively the only "phone" I am unable to ring my VFX fax number from is my VFX line. However when testing, I blindly sent a fax anyway to make sure it was working. Setting the line for exclusive use via protocol is a dam good idea.

Might be an idea to explain this little point in an associated FAQ somewhere if possible. I'm sure it would help reduce a few calls to the help desk.

Cheers

Sampler

Niel

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#198354 27-Feb-2009 10:29

Great products for the average user, but I "second" that the feedback on status of a new service request and on using services is lacking. Same goes for network status, and is something I suggest WxC focus on improving (in addition to speed and everything else people complain about ;-).

You can never have enough Volvos!