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3 posts

Wannabe Geek


# 41278 13-Sep-2009 16:11
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Hello, I hooked my phone into Itunes the other day, and it came up with an upgrade for the iphone - now worries I thought - upgraded and all seemed fine. I could make calls, send and receive texts etc. No problem, until I tried to go on the internet.


I brought into the big TELECOM BLURB - about come to us with your iphone and all will be rosy!!!! Yeah right - should have been a Tui's Ad!!!  


When I found I couldn't connect to the internet, I Phoned TELECOM who informed me - they couldnt help. Weren't able to give me any information about how to fix the problem - suggested I contact Apple. Given it is the weekend - Apple wasnt available!!  


By this stage I was getting really hacked off !!! - found out - through searching on google I needed to reset the APN settings on my iphone for telecom - Phoned telecom back again, and would you believe it ....  


"NO WE CANNOT GIVE YOU THAT INFORMATION" - you will need to contact Apple or perhaps Vodafone!!!! - SUck!!!! As if Vodafone would help!!! Yeah Right - Tui's Advert No. 2 I was really hacked off now!!!  


Did more research and found out all I needed to do was go to Settings on my Iphone - general - network - cellular data network - and where it has APN type : internet.telecom.co.nz Leave the username and password blank. This will make your phone work fine!!! Just like before!!!!  


No thanks to TELECOM, VODAFONE, OR APPLE!!!!!

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  # 255372 13-Sep-2009 16:25
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You found out the info all by yourself in the end. It's not hard is it? So why waste CSR's precious time?

fyi - Telecom does not officially supports the iPhone.




Do whatever you want to do man.

  



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Wannabe Geek


  # 255373 13-Sep-2009 16:32
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Well sorry to waste anyones time - it took me alot of time to find the information I needed! And excuse me, but TELECOM did do a big blurb about bring your IPHONE over to us bla bla bla .... so yeah I was hacked off, and yeah thank you for your absolutely useless comment about wasting CSRs precious time, excuse me, but my time is precious too!

 
 
 
 


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  # 255374 13-Sep-2009 16:36
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Well Telecom don't officially support the iPhone so they don't have to help,
Vodafone won't help as your using Telecom XT not Vodafone
Apple won't help as they have nothing to do with the network it self.

Baby Get Shaky!
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  # 255382 13-Sep-2009 16:56
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lorenah, your new here so you may not have read the FUG (Forum Usage Guidelines), one rule in particular relates to abusing other members, "the post contains abuse of other users". billgates was offering an opinion which is what forums such as this are built on. If you want to be nasty do it elsewhere. I agree with billgates, you found the information and Telecom have never said they would support the iPhone, only it would work on their network. If you had done a quick search on this forum you'd have found threads relating to settings required for iPhone's on the Telecom network.

Ham

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Ultimate Geek
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  # 255398 13-Sep-2009 17:45
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boby55: Well Telecom don't officially support the iPhone so they don't have to help,
Vodafone won't help as your using Telecom XT not Vodafone
Apple won't help as they have nothing to do with the network it self.



Telecom should help because you are trying to use their network (providing internet settings isn't that bigger deal?)


Vodafone should help if the phone was purchased from them (people forget they are a store not just a network)


Apple should help because they built the thing.




It's good you got it all sorted... Hopefully you don't require tethering!

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  # 255484 13-Sep-2009 23:32
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stop saying Hacked off

Hawkes Bay
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  # 255499 14-Sep-2009 07:38
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Welcome to Geekzone.



I suspect that you may have asked the CSR to help you reset your APN settings on your iPhone.

The average CSR would not ever have had to deal with this, and would have assumed you wanted to reset factory Apple settings - therefore wouldn't/couldn't help you.

Had you asked for the "APN settings for XT", I dare say you would have got some joy.

Telecom are happy for you to use your iPhone on the network - but please remember, they have zero control over updates Apple chooses to make... including changes that prevent your handset from working normally on the network.


Cheers,

Tony Hughes

Multi Award-Winning King Of Everything







 
 
 
 


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  # 255504 14-Sep-2009 07:46
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I thought there was a guide on the telecom website showing what APN to change and how

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Wannabe Geek


  # 255564 14-Sep-2009 12:34
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Thank you to everyone that did help me. I apologise if I came across rude.

It is very frustrating when you have a problem and don't have a clue what anyone is talking about, or how to fix it.

In my defence, I did look at the Apple website before phoning Telecom, and I never asked to speak to a CSR (Having absolutely no idea what one is anyway). I did advise Telecom that the apple website said I needed the Telecom APN setting - now knowing what this is, I do think it is silly that they could not have provided that information. Having spent a good few hours googling, reading posts, getting confused, and finally figuring it out, I now know I will just look for stuff myself instead of wasting anyones time and going through this again.

If there is anyone who isn't technological, or computer minded, I hope this helps a little, and you now know what a APN is, and how to reset your IPHone.

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  # 255570 14-Sep-2009 12:50
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lorenah: Thank you to everyone that did help me. I apologise if I came across rude.

It is very frustrating when you have a problem and don't have a clue what anyone is talking about, or how to fix it.

In my defence, I did look at the Apple website before phoning Telecom, and I never asked to speak to a CSR (Having absolutely no idea what one is anyway). I did advise Telecom that the apple website said I needed the Telecom APN setting - now knowing what this is, I do think it is silly that they could not have provided that information. Having spent a good few hours googling, reading posts, getting confused, and finally figuring it out, I now know I will just look for stuff myself instead of wasting anyones time and going through this again.

If there is anyone who isn't technological, or computer minded, I hope this helps a little, and you now know what a APN is, and how to reset your IPHone.

Glad you are sorted.

Asking for APN settings should have got you the info you wanted, a shame for Telecom that staff still are not educated on basic customer needs like that.

I definitely think mentioning the iPhone during any kind of support call to Telecom staff will just place an artificial barrier up, as all know that Telecom doesn't 'have' the iPhone, so many CSRs will just want to pawn you off to Apple as soon as possible.

CSR = customer services representative.

Pretty much all front line staff when you ring Telecom will be "CSRs".

It's a pretty generic termin any industry for people who answer phones, take queries, and try to help you.







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  # 255571 14-Sep-2009 13:03
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I've got to say I'm with lorenah on this one - poor, poor customer service from Telecom.

Regardless of whether or not Telecom officially supports the iPhone (as many of you are stating), they made a big push to get iPhone users over to their XT network. Sure any changes that Apple makes are out of their control, but there should surely be a couple of simple steps that the CSRs should be able to walk the user through to troubleshoot the problem.

A simple "we cannot help" and "we cannot give that information" is useless and a poor reflection on the standards of customer service from Telecom.

Comments that CSRs time is precious and should not be wasted are ridiculous. It's their job and their main focus should be to make the XT users' experience on the network as good as it can possibly be.
To be fair, I'd be fairly "hacked off" too and don't understand the issue with using that turn of phrase...

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Master Geek
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  # 255808 15-Sep-2009 09:29
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bcourtney: I've got to say I'm with lorenah on this one - poor, poor customer service from Telecom.

Regardless of whether or not Telecom officially supports the iPhone (as many of you are stating), they made a big push to get iPhone users over to their XT network. Sure any changes that Apple makes are out of their control, but there should surely be a couple of simple steps that the CSRs should be able to walk the user through to troubleshoot the problem.

A simple "we cannot help" and "we cannot give that information" is useless and a poor reflection on the standards of customer service from Telecom.

Comments that CSRs time is precious and should not be wasted are ridiculous. It's their job and their main focus should be to make the XT users' experience on the network as good as it can possibly be.
To be fair, I'd be fairly "hacked off" too and don't understand the issue with using that turn of phrase...


Could not have said it better myself!

Well said

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Wannabe Geek


  # 259744 30-Sep-2009 14:44
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kingjj: lorenah, your new here so you may not have read the FUG (Forum Usage Guidelines), one rule in particular relates to abusing other members, "the post contains abuse of other users". billgates was offering an opinion which is what forums such as this are built on. If you want to be nasty do it elsewhere. I agree with billgates, you found the information and Telecom have never said they would support the iPhone, only it would work on their network. If you had done a quick search on this forum you'd have found threads relating to settings required for iPhone's on the Telecom network.



Wow... rude? Billgates was just offering an opinion?


FYI:
billgates: You found out the info all by yourself in the end. It's not hard is it?



...if that line wasn't absolutely dripping with underlying rudeness and condescension I don't know what is...


 
billgates: So why waste CSR's precious time



... Again, basically saying that lorenah's time is worthless in comparison to a CSR's.... That is just downright rude. Someone with an honest problem comes here for a bit of help, is slammed by a member, and then berated because they took offence at being covertly put down... Nice one Geekzone.... Great way to keep membership down...


Lorenah was just offering an opinion too. That billgates reply was absolutely useless - That is just stating an opinion, an accurate opinion that I completely agree with.

By the way, thanks lorenah for finding that out, much appreciated...

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  # 259746 30-Sep-2009 15:01
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Fraser098: Nice one Geekzone.... Great way to keep membership down...

Geekzone is a seperate entity to its members. Members are individuals who do not work for & do not represent Geekzone.

You seem to be implying that Geekzone is working to prevent people from coming/returning to this site, and that is a wholesale truckload of incorrect.

I find it odd that you joined Geekzone just to reply to this two week old resolved thread?

But anyway, welcome to the Geekzone forums.







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