[kall]

Are you with Xnet :: Your Homepage! ?

I am.

Last night, at about 8:05PM, my internet stopped working. The router error was to do with PAP Authentication Failed.

I called Telecom. No nation, or city-wide outages that would explain it.

I then tried to call Xnet for support. Their Technical Support hours are 8am to 8pm, with no option of afterhours support.

I then tried the main 0800 123 123 number. Same message, but had a 'press 2 for urgent support'. The person that answered told me they were 'a Toll Analyst' or something, and for technical support, I would have to call back after 8am the NEXT MORNING.

So, I tried resetting the router a few times, to no avail.

Upon waking this morning and finding it was still unavailable, I called xnet and left a message to call me.

I got into work about 8:15 and decided to call them, as I had not received a callback.

When I informed the person who answered of my login (*******@adsl.xnet.co.nz) she told me that it was 'just "@xnet.co.nz, no adsl in there"'.

To this, I responded: "I would strongly advise updating ALL of your documentation and website, because they all quite clearly state that it is 'username@ADSL.xnet.co.nz'.
They then told me they couldn't put me through to a technician, and would I like to be called back.

I said 'no, I prefer to hold. I have left a message and have not received a call'. They then said 'You have to understand, we only opened at 8, so if you have left a message, they will call you.'

I told her that a 12 hour downtime of my internet and a corresponding 12 hour lack of service coverage had left me very unhappy with the service, and that they had better call me back, as I was highly likely to take my business elsewhere.

It is now 9:27am and still nothing.

Tell everyone you can - xnet sucks. They might be a tad cheaper than the rest, but provide 50% (if that) of the Technical Support.

[Lina]

We were in the 'Winterless North' and my brother had problems too - the media said it was something to do with Telecom's fibre-optic cables being wet.

Perhaps in the alternative black hole that opened, you were affected because of the rain, too??
Aaargh!

[kall]

Mmm.. the Kerikeri area got a tad soaked as I heard.

As it turns out, the reason it went down was that I had been switched back to Xtra, at 8PM. Sadly, nobody bothered to call me to tell me this.