VoIP - modems are an issue

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Posted Fri 27 February 2009 @ 2:07 p.m. by Ernie Newman

I've blogged very positively on here about the excellent, economical VoIP service I get at home from WorldXChange, based on naked DSL from Telecom. But this time I sound a small note of caution.

The WxC service is dependent on a special VoIP modem. Like any modem it sits quietly there, unnoticed, doing its job, month after month. But eventually it dies. Just like that.

My caution is that replacing it is not proving easy. It's not an every day, $29.95 purchase at Dick Smith.

Instead, supported by the friendly people at WXC whose help desk remains tops for service, the process has so far involved three days of no phone or Internet, several calls to San Francisco, three trips to Albany, and an outlay of NZ$310.00.

I've chatted to the very helpful Paul Clarkin who is here at the Commerce Commission "Broadband at a Crossroads" Conference today and suggested he needs to find a way for customers to avoid this hassle.

I can handle the issue, but Granny from Raglan just might find it a bit of a challenge. If VoIP vendors want to migrate beyond geeks and industry people with know-how into the mass market, problems in the supply line for the essential gear need to be fixed.

Categories: Fixed line carriers | Innovation | ISPs

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3 comments

• Ernie Newman says:

  Ok after an hour or so of tinkering and configuring, and aided by two excellent people from WorldXChange both called Carl (or maybe they call all their guys Carl like the Indian call centres are all Daniel) I'm back on line. Thanks guys
  
  But I stick to my constructive criticism - it's too complicated, the modems are too hard to come by, the print on everything is way too small, and a new modem is not cheap. Granny from Raglan would have had smoke coming out of her ears by now!!!

  Added: 27 February 2009, 8:19 p.m. Flag as Spam  |  Flag as Offensive

• Jonathan Mosen says:

  This is exactly why I will never use WXC for VOIP, as long as they choose to tell customers what equipment they can and can't use.
  
  I use 2Talk, and have a Nokia N82, a couple of PCs running softphones, and a Windows Mobile device, often all connected simultaneously.
  
  If one device fails, I can still go about my business. WXC have told me they don't allow customers to connect any device they want as a matter of quality control. Yet I have never had any quality issues with 2Talk. It's remarkably robust anywhere in the world I've used it.
  
  WXC's behaviour is reminiscent of the 1970s in New Zealand, where the Post office would give you a standard issue phone to connect to the network, and that was your lot.
  
  So my advice, go with a provider that respects your right to connect the equipment you need, not just the equipment imposed.

  Added: 5 March 2009, 4:56 p.m. Flag as Spam  |  Flag as Offensive

• Hesky says:

  How long did the first modem last before it died? I'm actually struggling on making a decision that should I switch from xnet normal adsl to the Fusion.

  Added: 15 October 2009, 3:56 p.m. Flag as Spam  |  Flag as Offensive

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