Telecome apologise to me … and everyone else: XT Update from Telecom Business


———- Forwarded message ———-
From: Telecom Business <[email protected]>
Date: 2010/1/28
Subject: XT Update from Telecom Business
To: [email protected]

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XT UPDATE

As you may be aware, many of our customers south of Taupo have been impacted by issues with the XT network yesterday and today. Our Telecom CEO, Paul Reynolds, has apologised to customers for the issues, and has stated clearly that this is simply not good enough for our customers.  Hence he has called for an independent review of the XT network's performance. 
 
I would like to reassure you that Telecom engineers and our network partner Alcatel-Lucent are continuing to work with urgency on a solution and test the XT mobile network.  This is of the utmost importance within our organisation and the only priority for our executive team right now.
 
A number of cell sites in areas in the lower South Island, including Dunedin, Invercargill, Timaru and Queenstown, are still affected, resulting in a loss of XT service in those areas. XT customers in other areas are still experiencing intermittent service issues.
 
Until service is fully restored, Telecom recommends that any XT customer experiencing issues and attempting to contact emergency services on their mobile should immediately use a landline instead.  Please pass this message on to anyone you know who may be affected.

 
If you don't have service;

  • To check your mobile voicemail messages you can do so using a landline. Here are the steps to do this;
  1. call your XT mobile number from a landline
  2. while listening to your voicemail greeting, press *
  3. enter your PIN to access the voice mailbox. Please note, from here you're also able to change your greeting to let callers know of an alternative number.
  • We can also divert all calls currently going to your mobile to a preferred landline or NZ mobile.  To arrange this please call 126.  We understand the inconvenience this causes and will cover the cost of those diverted calls for the period of the current XT problems.

We appreciate the severe impact this is having on some of our customers. Our priority at present is to resolve the issues and once fixed we will then, as Paul Reynolds has stated, look closely at compensation.
 
If you do need further information on the XT issue, you can access the latest information on our website.

I will also be posting updates to the XT Network facebook page during this evening and throughout the next few days.  This is in addition to the information you'll find at www.telecom.co.nz  So if you have questions you'd like to pose, feel free to post them here and I'll do my best to answer them.
 
If you would like to discuss your specific business issues with me personally, don't hesitate to call me on 09 359 2182 or email me at [email protected].

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Victoria Crone
GM – Telecom Business

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