Is Xtra in Control of its Technology?
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Posted Sun 16 December 2007 @ 4:58 a.m. by Ernie Newman
What on earth is going on at embattled Xtra? Imagine having 180 suburban customers off line for ten days and apparently having no notion what is wrong nor how to fix it!
A TUANZ staff member told me this ongoing saga about their home Xtra account:
"For the past ten days I have been unable to access the Internet from home, but have been able to access Xtra from external email so I've assumed the problem was a home hardware issue.
"To be on the safe side, I rang Xtra and was astounded by the answer. The call centre informed me that they are well aware of the problem (and have been for 4 or 5 days) and they even knew that it affected my particular address along with over 180 others. However, not only was I not informed via mail or phone, but they advised me that they had no idea when their engineers would have the problem fixed.
"Furthermore, IF I rang them when the problem was fixed, they would credit me the Xtra time wasted.
"I'm not following - they know it was my address with the problem, yet they didn't inform me there was an issue, and still I have to call them when fixed, to ask for the credit.
"I rang them again last night and after wading through 8 minutes of automated voices finally got through to an operator who said they would put him on hold for a further 3-4 minutes to find out what is going on - asked them to call back instead which they agreed to.... however we are still waiting for that return phonecall."
Can somebody from Xtra please explain?
Categories: Fixed line carriers | Innovation | ISPs