jcaballero

Please find below important information. Technical support hotline: back to normal load + extra staff Now that the major issues are under control or solved, we have less calls on our technical hotline, so if you still experienced problems, please contact directly our tech guys: > 0805 111 555 (toll free number) > 0811 43 72 14 (local cost call) if the first one doesn’t work > send en e-mail to [email protected] Opening hours are Monday-Thursday 10am to 6pm / Friday 10am to 5pm (except bank holidays)   Status on various issues 1/ No connection at all It is mainly because of the modem upgrade which has not or cannot be applied. Of course people in this case won’t be able to read this post. But if you know neighbours in this case, please let them know we are currently re-connecting 50+ people a day and everybody will be back on track before May, 7th.   2/ incoming calls (not) ringing Since the beginning of this week, incoming calls are supposed to be ringing again.   3/ hearing clicks/bad quality/frequent disconnections All these happen when you are located far away from the FT “commutateur” (the building where all telecoms servers are located).  You can check your line running an eligibility test on www.degrouptest.com or www.eligibilite-adsl.com for example. These sites are in French only, sorry. When you are located 3.5 miles or more away of the “commutateur” and/or the signal fading is 55dB or more, then your maximum upload debit is 160Kb/s which does not enable Internet surfing AND good quality VoIP calling at the same time. Sometimes a tuning of the modem could solve the problem. Please contact the technical support (n° at the end of this post). As we have fewer calls and more staff at the moment you’ll be able to reach them. Because the tuning does not work 100%, we are currently working on a solution called biVC (= two Virtual Circuit), which will enhances the upload debit by opening a dedicated circuit for VoIP and thus guarantees that all the 160Kb/s will be used for VoIP when a call is made/received. This is a pretty heavy work on our servers, and it won't be finalized until a few months. We will inform you at that time. In the meantime, first thing to do is call the technical support and ask for a tuning of your modem. And then, if the tuning does not improve things, the best thing you can do is to plug your phone on another wall socket and use the analogue line instead of the VoIP.   4/ Loss of ‘fine-tuned” modem configuration Before the upgrade, the technical support used to tune modems when quality problems happened. But all tuned modems have lost their tuning in the upgrade process. So if you know that your modem has been previously fine tuned, please contact the technical support and ask for a “re-tune”   5/ caller Id (not) display on the VoIP line Our VoIP provider Legos is working on it, but a quick solution is to use the analogue line instead of the VoIP one.   6/ tone while calling It seems to be a conflict between our VoIP system and France Telecom (FT) voicemail system when you’re using the ## solution in order to bypass the modem. We currently working on a solution (which could be dial ** instead of ##, not 100% sure).   7/ different tones when waiting to be connected (english/french) It can happen with VoIP networks and has no incidence on communications.     Prerequisite before calling the hotline for VoIP problems In order to save time, could you please check the following prior to your call and then tell our tech guys when asked: A) Where is your telephone plugged on: - the modem - a separate wall socket (in this case is it plugged on a ADL filter) After having dialled a n°, do you hear a waiting tone?   B) When in communication: - do you hear your correspondent? - does your correspondent hear you?   C) Are there any echoes, reverb and/or delay when talking? If so, is it on your side? Is it on your correspondent side? Is it on both sides?   D) Is the conversation “chopped” (words are cut)? If so, is it on your side? Is it on your correspondent side? Is it on both sides?   E) Please give 3 different examples of calls with the following details: - Date/hour - N° called (or incoming call) - Comment (if any)

Hi, I'm Jose Caballero, marketing VP with Teleconnect, I think you might already know me... well... First & foremost, I apologize for the inconvenience. I understand perfectly your irritation & anger. But be assured that we're working very hard in order to make everything work fine again, because we want it as much as you. Currently we have 3 different issues: 1/ the upgrade itself: 10% of customers still having problems on that one, because they couldn't manage or haven't had the time to complete the upgrade and that is a big problem because the old internet connexion was cut by our previous provider on April 10th. These 10% does not have any Internet access at that time. If you (or a friend of yours) cannot apply the broadband upgrade with the downloaded B10004_1 file or with the CD-ROM we provided, please pm me your coordinates (name, phone number, customer reference) and I will make you called back by one of our tech guys. Ultimately, when no modem upgrade solutions have proved successful, we can issue a modem exchange, sending you a new fully upgraded modem. 2/ erratic & random behaviour on calls made with the VoIP line (i.e., phone plugged on the modem). On that issue, there is nothing you, our customers, can do, except pm me precise symptoms such as exact date/time & message. We & Legos (our VoIP provider) are working hard to solve everything asap. IN THE MEANTIME IF YOU EXPERIENCE PROBLEMS, THE SOLUTION TO MAKE CALLS IS: - plug your phone on another wall socket (with the ADSL filter) or if you cannot use another wall socket : - dial ## before calling or - switch off the modem Doing one of these will result in all your calls go through your analogue line and not the modem VoIP line. Your analogue line is normally preselected with Teleconnect, which means you are charged by Teleconnect and not France Telecom for these calls. I confirm that all these calls will benefit from your VoIP line options (example: Unlimited UK, 2h of free calls, happy hour, etc.) Just to make sure there is no misunderstanding here: we will not refund calls, simply apply your current VoIP rates plan on both analogue & VoIP line. When you subscribe to our offers, your FT analogue line has been 'preselected' with Teleconnect that means that your calls are still routed by Teleconnect, except if you asked another phone service provider to take over your line. Example: you usually benefit from our Unlimited UK plan from your VoIP line; but as you did as asked, you'll have 35 calls to UK from your FT analogue line preselected with TC costing €13.45 on your next bill. These calls will have a little flag to identify them, and you'll have a -€13.45 credit appearing on the invoice in order to do as if they were in the Unlimited plan. For VoIP problems, a patch has been applied on 24/04/09 and this should solve some of the problems. We're still working on other problems. Do not hesitate to report problems by pm BUT please give the more details you can: mainly exact date & time, n° called, symptoms (busy tone, message, nothing, which led is lit on the modem, etc.). Whithout these information it's very hard for our tech guys to track down and solve the problems. 3/ the 2 issues above generate a lot of calls to our technical support, so if you call us please be patient: we have tripled our technical support staff but this is not enough right now to answer every call quickly. We are searching for more people but we cannot find English-speaking AND technical background guys in Montpellier anymore. If you know people who could be interested, please let me know. SITUATION OVERVIEW The whole problem came in the first place because of an automatic upgrade of all modems which hadn't been processed as planned by our previous network provider. So we had to build in a hurry a new & mostly manual process in order to upgrade your modems. As today (25/04/09) we still have 500 customers to upgrade in order they could access the Internet. As we upgrade about 50 people a day, this will be done before May 15th. The vast majority of our 7500 customers has been migrated OK and can access the Internet. When everything will be back to normal, the QoS of the whole system should be far better than it used to be. Once again please accept all our apologies.