Trustpower VOIP settings

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marmel

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#210352 23-Mar-2017 21:02

We have just changed our connection to Trustpower, switched over this afternoon.

I have kept the Fritzbox we already had and put VDSL settings in without any issue. Problem is our VOIP line which was also transferred doesn't work, it still has the old providers connection details in the settings and I can't find any VOIP settings on the Trustpower site.

Anyone know where I might find the settings, other than waiting till the help desk opens again?

yitz

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#1746676 23-Mar-2017 21:12

According to this thread - http://www.geekzone.co.nz/forums.asp?forumid=49&topicid=174969

Voice is provisioned on the ONT and not the RGW, so you will need to plug your phone into the voice port of the ONT.

marmel

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#1746677 23-Mar-2017 21:16

yitz: According to this thread - http://www.geekzone.co.nz/forums.asp?forumid=49&topicid=174969 Voice is provisioned on the ONT and not the RGW, so you will need to plug your phone into the voice port of the ONT.

I have VDSL, not fibre. Isn't ONT related to fibre boxes?

yitz

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#1746686 23-Mar-2017 21:25

Must've missed that part.... you sure they do RGW voice for VDSL? I would try plugging your phone into the wall jack, perhaps it is just over POTS. It sounds like they resell Spark homeline with their own toll calling.

marmel

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#1746687 23-Mar-2017 21:27

yitz: Must've missed that part.... you sure they do RGW voice for VDSL? I would try plugging your phone into the wall jack.

Yes they do now offer RGW over VDSL although it isn't advertised yet, they have only just started doing it apparently.

yitz

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#1746688 23-Mar-2017 21:32

Will link in the Trustpower rep on these forums.

@taneb1

taneb1

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Mercury

#1746690 23-Mar-2017 21:46

Hi All, (Thanks @yitz for tagging me in this thread and bringing it to my attention)

For customers on Copper Broadband, we don't offer a VoIP service at this stage but deliver the Phone over the Copper Network.

Once it is all up and running you should just be able to plug your phone into the Jackpoints and use them as normal.

@marmel Unfortunately our provisioning team has gone home for the evening, but I will take a look into your account now and PM you regarding your connection.

Thanks

Tane

Any comments made are my personal views and does not represent those of my employer

marmel

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#1746693 23-Mar-2017 21:49

taneb1:

Hi All, (Thanks @yitz for tagging me in this thread and bringing it to my attention)

For customers on Copper Broadband, we don't offer a VoIP service at this stage but deliver the Phone over the Copper Network.

Once it is all up and running you should just be able to plug your phone into the Jackpoints and use them as normal.

@marmel Unfortunately our provisioning team has gone home for the evening, but I will take a look into your account now and PM you regarding your connection.

Thanks

Tane

I specifically queried this and was told there was no problem keeping the VOIP service as it was the only way we could keep our number which was important. The CSR even went and checked that it could be done and we talked through the phone pricing being the same as a POTS service etc.

If this is incorrect I am going to be extremely upset as this phone number is used by my wife as a contact point for clients she deals with as well, over 300.

Quic Broadband

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marmel

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#1746697 23-Mar-2017 22:02

Right so a further check with the old cordless phone shows that Trustpower has connected us back to a POTS line.

This is not acceptable and I will be dealing with them tomorrow.

However, for now I can dial out and my cellphone caller ID comes up with Home so I am assuming the same number is being used. However trying to dial in I just get an answer service which was used on our old connection with the previous provider?

sbiddle

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#1746775 24-Mar-2017 07:17

If Trustpower were to supply VoIP it would no doubt be over their own managed RGW. If you bring a 3rd party router you can't expect another ISP to support something that's non standard. The only way to deliver reliable mass market PSTN replacement services is with a fully managed device.

chevrolux

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#1746815 24-Mar-2017 08:29

What's the issue with a POTS service if they have let you keep your old number?

It just sounds like there may be a porting issue somewhere if inbound calls are going to your old provider still.

But also... lol.... Trustpower. why people are still moving to them defies belief.

marmel

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#1746855 24-Mar-2017 10:07

sbiddle:

If Trustpower were to supply VoIP it would no doubt be over their own managed RGW. If you bring a 3rd party router you can't expect another ISP to support something that's non standard. The only way to deliver reliable mass market PSTN replacement services is with a fully managed device.

This isn't the issue. The issue was/is I was told by the CSR that they would provide a VOIP service via VDSL which was clearly incorrect.

marmel

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#1746862 24-Mar-2017 10:13

A big thanks to Tane who had someone from the call centre contact me this morning. It appears the CSR I spoke to was mistaken about the VOIP service, even though she went to discuss it with the provisioning team?

Anyway, as Tane had outlined above they do not offer VOIP via copper. The good news is I can keep my existing number albeit via a POTS connection. This isn't ideal as some of the services via POTS like caller ID are not available at my exchange.

I am willing to live with it for now and Trustpower have also offered to subsidize a new POTS cordless handset as the only one we had is an old Uniden about 10 years old.

I suspect the CSR I spoke to got confused between ultra fast broadband (fibre) and VDSL and VOIP. They are going to review the call and do a bit of remedial training around it.

Overall whilst I am disappointed with the initial information and mistake I am happy with the CS response from Tane and the CS manager who contacted me this morning.

WolfmanNZ

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#1774303 2-May-2017 15:08

Very happy to see this thread, have an offer from TP and the VoIP was one of the things was told was 'fine' - but looks like they really need to work on the product knowledge training. Also now beginning to suspect the comparison deals for gas and power I got from them. I am still in within my 10 day opt out period and I am definitely thinking I will opt out now, esp after reading the info on the Flick power thread.

taneb1

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#1774317 2-May-2017 15:30

WolfmanNZ:

Very happy to see this thread, have an offer from TP and the VoIP was one of the things was told was 'fine' - but looks like they really need to work on the product knowledge training. Also now beginning to suspect the comparison deals for gas and power I got from them. I am still in within my 10 day opt out period and I am definitely thinking I will opt out now, esp after reading the info on the Flick power thread.

Hi Miles

While I cannot comment on what the sales agent has advised, I can confirm we do not currently offer a Standalone VoIP product.

As mentioned earlier in the thread, For customers on Copper Services, we deliver the Phone using a standard POTS line.

For customers on Fibre Services, we do use a VoIP service but this is delivered via the ONT
In most cases on Fibre we will also complete wiring integration so you can use a phone as normal via the jack-points.

If you have a VoIP service with another provider (Via a SIP Phone connected to the router or other such setup) this should continue to work should your provider support it (I have a similar setup myself at home).

If you would like to PM me your details I'd be more then happy to organize a Team Leader to contact you to discuss any concerns you may have.

Thanks

Tane

Any comments made are my personal views and does not represent those of my employer