28/6/09 Signed up via internet

• Strangely they want Orcon's address from the orcon bill, but they don't want my address.
• Orcon account number only has 8 digits, webpage requires 9 from the telecom bill(!) so added a leading 0

29/6/09 10:41 They can't call me?

From:  	"Hilda Dias" <hdias@wxc.co.nz>
Subject:  	Sales -Your Application for Xnet Reference ( 38395 )
Date:  	Mon, June 29, 2009 10:41 am
To:  	tom@carrott.org

Hi, 

 

We have so far been unsuccessful at contacting you via phone and do need
to verify your details before processing this application.   

 

Please contact our Sales Team on 0800 123 456 between 8.00am & 8.00pm
Monday to Friday or 10.00am to 4.00pm Saturday to verify your
application so we can get things under way for your connection.

   

Kind regards,

 

 

The Sales Team 

WorldxChange Communications

  www.xnet.co.nz 

TF:     0800 123 456

29/6/09 11:00 Informed that I cannot switch from orcon unbundled

Called again

• Talked to Ray
• Apparently Naked DSL isn't what I signed up for, their website is very confusing and I thought I was signing up for naked dsl
• Cannot switch from orcon unbundled directly
• Cannot switch indirectly either??
• Options
  • Move plan to telecom wholesale provided by orcon, then move to xnet
  • Cancel everything at orcon, wait a few days, then start again
• Xnet are apparently unable to handle all this
• Reference number 38395

29/6/09 12:55 Called Orcon, Orcon were confused

• Spent a long time on hold
• Talked to Dale
• He suggested I would have to obtain service from Telecom.
• He was puzzled that I didn't want service from Telecom, I explained that I wanted service from xnet
• He put me on hold for a long time to talk to someone else
• Said that they would have to cancel their service and the next day xnet would be able to connect me and I would be down for a day or two
• I suggested that the same guy would be doing both operations - unplug the patch between my line and orcon's gear and plug it into telecom's gear and he could surely do them at the same time. Dale wasn't sure.
• He said he would talk to provisioning and call me back before 4:30pm today

29/6/09 13:25 I have to follow Xnet's proceedure

• Dale from Orcon called me back
• He said that I would have to follow whatever Xnet's procedure was
• I said that Xnet's proceedure was for Orcon to move me to telecom's wholesale service, dale said they couldn't do that
• I asked if they could move me from the Orcon Silver+ (their unbundled service) to the Silver plan (their Telecom wholesale service)
• Dale will talk to his team leader and call me back

29/6/09 13:39 It's all Xnet's fault

• Dale from Orcon called me back
• Dale blames Xnet, and says that this is Xnet's responsibility and that Xnet are trying to ask Orcon to spend lots of money to move me back to Telecom for them
• Orcon are not allowed to put me back onto UBA (wholesale Telecom network), but don't know who makes that rule
• Orcon said I could get a second line, set up Xnet on that, then cancel my first line
• Dale says Xnet should talk to orcon provisioning

29/6/09 13:44 Xnet cannot do anything, blame Orcon

• Called Xnet, talked to Ray again
• Ray says they are unable to transfer directly
• I must have a Telecom line rental before Xnet can switch me over to naked dsl
• Xnet do not want to call Orcon to work out how to move me
• Xnet say that it is their responsibility if I'm on the correct type of plan, but I'm on an incorrect type of plan
• Xnet suggest I move everything to Telecom and then move to Xnet. But were unable to do anything about telecom's 1 year contract
• I gave up and canceled my application to join Xnet

29/6/09 18:29 Vodafone can do it

• Called vodafone sales, spent 15 minutes on hold
• Spoke with Kelsey who say that Vodafone would be able to transfer the services over from an Orcon unbundled account with no problems and at most a 10 minute interruption of service

21/07/09 15:41 Xnet sales say they cancan't do it

• Talked to Lila
• At first she thought I had a telecom number so would be able to move over to xnet without any problems.
• I queried this since the last time I called, Ray said this wasn't possible
• A long time on hold
• Backtracks, she has to talk to the actual provisioning lady. Apparently if I'm on Orcon's equipment (I am) then they cannot churn me because Xnet doesn't have an agreement with Orcon.
• Lila will call me back