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134 posts

Master Geek


# 40740 2-Sep-2009 17:25
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Hi All,

Thought I'd post my experience so far with moving house with xnet. I need venting.

I moved into our new home on the 21st of August. Two weeks prior to this date, I organised the move with xnet. They gave me a provisioning date of the 2nd of September, due to the strikes. I explicitly stated this was a new home, and would require a wire up. This being a cable wired to the one sitting next to it - on the outside of the house.

I was okay with this provisioning date - not their problem.

Today's the 2nd, I have no internet or phones. So, I called them;

Call #1 @ ~2:00pm on the 2nd.
I spoke to a lad on the helpdesk who told me Telecom had done their job. I told him they obviously hadn't, as they hadn't been to the premises - nor was I getting a DSL sync.

He then told me that they had provisioned it as a SELF install, which meant Telecom would'nt come around to the house. I explained the situation to him, he then said he'd email the appropriate people within XNET and also Telecom in order to sort the issue out - in a timely manner. He said he'd call me back by 5, and If I hadn't heard from him by then to call him back.

Call #2 @ 5:00pm on the 2nd.
I called the helpdesk, spoke to a different lad - who told me the first lad had gone home. He then told me that the work order had gone through to telecom and was organised for the 11th of this month.

I said this was unnacceptable - and to please escelate the call. He then told me the team leader and manager had already gone home too. Apparantly one will call me back tomorrow morning.

If we don't get our connection till the 11th, that would mean a total of 3 weeks with no internet or phones. (We're using VFX). Provided of course the connection is done properly on this date.

Am I wrong in thinking this is bung? Shouldn't xnet be trying a little harder to resolve this issue quicker considering they didn't provision the job properly with telecom? Shouldn't there be some kind of priority for people who rely on this service for their phones?

/VENT.

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8035 posts

Uber Geek

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  # 252686 2-Sep-2009 18:13
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Sounds pretty unfortunate, you got owned by the strike twice, the 2nd time because of human error, they should probably be compensating you in some way for the mistake on their part.



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  # 252715 2-Sep-2009 19:41
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Connect up the cable yourself??

BTW what area do you live?




Chorus has spent $1.4 billion on making their xDSL broadband network faster and even more now as they are upgrading their rural Conklins. If your still stuck on ADSL or VDSL, why not spend $195 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


 
 
 
 




134 posts

Master Geek


  # 252716 2-Sep-2009 19:47
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I'm in Auckland. If I could wire the cable myself, I would. I'd hazard a guess that this might break some kind of Telecom rule though?

929 posts

Ultimate Geek


  # 252738 2-Sep-2009 20:59
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Sounds pretty normal for them. Last 2 times I moved I was without service for weeks in both cases. There was no strike then.Moved to another NDSL provider but still have 2 Voip phone's lines with them.

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  # 252744 2-Sep-2009 21:12
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Cadriel: I'm in Auckland. If I could wire the cable myself, I would. I'd hazard a guess that this might break some kind of Telecom rule though?

You a westie? Send me a PM if you are and maybe I can help ya out.




Chorus has spent $1.4 billion on making their xDSL broadband network faster and even more now as they are upgrading their rural Conklins. If your still stuck on ADSL or VDSL, why not spend $195 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


cisconz
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  # 253107 4-Sep-2009 10:44
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Hey Craig, Nice place you have, As we found Line into the house was not connected to the house, nor to the pole on the street. And no active extra lines in the pole.
We linked it into the house and logged it as a failed self install (Not a full install which attracts a $150 fee).
I am also trying to upgrade your support ticket.
Let us know what happens.




Hmmmm


84 posts

Master Geek
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  # 253566 6-Sep-2009 16:56
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Your not the only one getting horrible service via this company.

 
 
 
 




134 posts

Master Geek


  # 253607 6-Sep-2009 19:32
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I don't really blame xnet for this. They could have handled it better, but not their fault.

Sorry for the lack of updates, out of mobile data so no more tethering for me :(

no correspondence from xnet as yet so suppose the 11th is still the day.



134 posts

Master Geek


  # 255092 11-Sep-2009 20:55
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Here's the 11th, and here's my internet connection.

According to the guy - I was lucky to even get him out today, as from Sunday evening he's officially redundant.

In any case, i'm sycning at ADSL 2+ speeds .. 18818 Kbps sync down, and 972 Kbps sync up. Woo.

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Geek


  # 255134 12-Sep-2009 08:30
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I moved last weekend and my line was meant to be provisioned yesterday. Still no sync this morning.
Last time I moved it took them a good 2 weeks I think.
The whole system is so frustrating.
Have to wait till 10am before the xnet call center opens. I have a strong suspicion they'll tell me nothing can be done till next week.

Getting pretty sick of xnets service to be honest, think I'll move to snap once this is all set up.

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  # 255159 12-Sep-2009 11:20
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halfbrick: I moved last weekend and my line was meant to be provisioned yesterday. Still no sync this morning.
Last time I moved it took them a good 2 weeks I think.
The whole system is so frustrating.
Have to wait till 10am before the xnet call center opens. I have a strong suspicion they'll tell me nothing can be done till next week.

Getting pretty sick of xnets service to be honest, think I'll move to snap once this is all set up.


I"m not saying you are wrong but I would have thought that provisioning was reliant entirely on Telecom and when they can get out to do it.  I was told by my ISP that provisioning can be chosen to be completed after a certain date.  What that means is even if you book 3 weeks in advance you can only pick the date you wish the provisioning to take place after - not a selection of an actual specific date..

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Geek


  # 255162 12-Sep-2009 11:30
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Yeah you're completely right, but it just sucks that the provisioning has to be done by someone other than your ISP. Meaning that if anything goes wrong with it they just blame Telecom and you just have to patiently wait for them to sort it out.

Turns out my xnet rage was premature anyway, my new house has been wired up so that the ADSL only goes to one of the wall jacks. After walking all around the house with my modem I finally got a sync and am now basking in my own internets rather than leeching from the neighbour.

I still don't rate xnet's service though. On the plus side, the call center seems to be in NZ; but on the other hand noone there is very friendly or helpful.

I'm still pretty morally opposed to Telecom, but damn - their call center is a pleasant and fast experience.

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