Page 1 of 1

Fax Inbound Upgrades

Posted: Mon Feb 22, 2010 5:59 pm
by William M
Hi All,

Exetel has completed the first part of its planned upgrades regarding Exetel Fax.

The purpose of the initial upgrade was intended to increase the quality and reduce the amount of failed inbound faxes, especially in regards to faxes greater than 5 pages.

From the sub-sample we've collected over the past few days and rigorous testing we've recorded a significant improvement in the received rate.

For those who have initially advised Exetel of issues in using their Fax to Email service, could you please advise whether you have noticed any significant improvement or monitor your inbound faxes over the coming days and advise.

Cheers Will

Re: Fax Inbound Upgrades

Posted: Thu Mar 04, 2010 11:32 pm
by taphan
Hi,

The previous service was simply un-usable as I would continually receive half pages, only a few pages of a long fax. The sender's fax machine would always display a failed send message. This would happen irrespective of whatever fax machine the sender used.

Today, I received an 11 page fax via my Fax 2 Email service - and for the first time ever since a year and a half of having an inbound Exetel fax number, it WORKED!! The sender didn't seem to have a problem sending the fax to me.

Not having received many faxes so far, this is definitely a positive step, and I will be certainly more confident in giving my Exetel fax number out to continue testing.

Great work Exetel on upgrading!!!

Cheers,
Tai

Re: Fax Inbound Upgrades

Posted: Fri Mar 05, 2010 9:49 am
by sable
I have had 12+ pages faxes received ok, wheras prior to the upgrade I had advised those few people still using fax to break the faxes into max 4 pages per fax.

Re: Fax Inbound Upgrades

Posted: Mon Mar 15, 2010 10:07 pm
by gntaylor
Unfortunately mine is still not working. Sent myself an 11 page fax and it failed 3 times then gave up. On each attempt I received (a) 3 pages, then (b) 5 pages, then (c) 2 pages before failing.

I have been having problems with this service for a very long time, and I hope that you can get it sorted asap. I forwarded details of the failure reports to Theje but have not received any response from him.

Where to from here?

Re: Fax Inbound Upgrades

Posted: Tue Mar 16, 2010 10:37 am
by William M
Since you've already logged a ticket, it would be better to stick to one method rather than duplicate the same information.

I'll speak with Theje to obtain information on your fax number.

Cheers Will

Re: Fax Inbound Upgrades

Posted: Fri Mar 26, 2010 7:23 pm
by gntaylor
William

Any progress or update? I've heard nothing more and would like to get this sorted.

Geoff

Re: Fax Inbound Upgrades

Posted: Mon Mar 29, 2010 8:43 am
by William M
Hi Geoff,

Apologies, we've identified interstate numbers still experiencing issues.
At this stage we're speaking with our supplier on re-routing calls differently to increase the quality as configurations are required on both ends.

Cheers Will

Re: Fax Inbound Upgrades

Posted: Fri Apr 23, 2010 4:16 pm
by gntaylor
Will

Any more news on this? Are we making progress?

Geoff

Re: Fax Inbound Upgrades

Posted: Fri Apr 23, 2010 5:28 pm
by William M
Hi Geoff,

Unfortunately at this stage I can advise that while the technical issues have been address, there are other issues (red tape) that need to be overcome prior to them taking place.
I should have further information about this next week.

Cheers Will

Re: Fax Inbound Upgrades

Posted: Fri Apr 23, 2010 6:52 pm
by gntaylor
Will

Hmmm. Now I'm really confused. There are red tape issues that prevent you from supplying me with the service that I'm paying for ...? I don't mean to put you in a difficult position, but will the "more information next week" be something that will resolve the issue or improve the situation, or should I prepare myself for disappointment?

Geoff

Re: Fax Inbound Upgrades

Posted: Tue Apr 27, 2010 9:02 am
by William M
Hi Geoff,

There is red tape that is required to be addressed for upgrades, as this forum is titled, to be implemented.
I'm not going to comment or speculate on the issue at this stage as there's no point in trying to comment about something that hasn't happened yet, so please be a little more patient.

Cheers Will

Re: Fax Inbound Upgrades

Posted: Wed Apr 28, 2010 7:34 pm
by gntaylor
Will

Apologies for my impatience - I first reported this issue to Exetel possibly 4 or 5 months ago. Follow-up has generally been non-existent and apart from this forum I have heard absolutely nothing from Exetel for over two months. I was forced to escalate the problem to Theje in order to get someone to take this seriously, and yet the problem still isn't fixed.

I'm paying for a service that you are unable to provide effectively and clearly impacts people other than myself. Unfortunately I have made the mistake of advertising my "virtual fax number" and now I am committed to keeping it even though no-one seems to be able to send me a fax greater than a couple of pages in length.

I would have thought that "please be a little more patient" is not really the most appropriate response given the situation. Forgive me for having the perception that nothing is actually being done.

I appreciate that you are trying to resolve the situation, but I have been putting up with Exetel's inability to resolve this matter (or red tape?) for a very long time.

How much longer do I need to be patient ... days, weeks, months ... ?

Geoff

Re: Fax Inbound Upgrades

Posted: Thu Apr 29, 2010 9:23 am
by William M
Hi Geoff,

I can provide you with assurances prior to the problem being resolved. While they mean very little, its the only thing in my power to offer you. I cannot control what you perceive, whether right or wrong, as you'll only know something is being 'done' when the problem is resolved. I can give you the exact details of what actions have been taken but the underlying fact that they haven't resolved the issue still exists.

If you've had enough, which is the impression you give off and are rightly entitled too, and wish to explore compensation for you situation I can only direct you to complaints@exetel.com.au as I don't have the authority to offer you anything in regards to that. Feel free to mention myself and I'll support your claim in whatever manner I can.

I previously advised that I'd have further information this week, which I'm am still awaiting so that further action can be taken. From there we can move forward but until then I legitimately have no more information and cannot do or say anything more.

Cheers Will