Western Australia Vivid Wireless Home Gateway LTE

General LTE Talk Western Australia ONLY

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#1

Pixel wrote 1 year ago

Due to the closure of WIMAX, I'm about to lose my VoIP phone connection when I change to the new LTE gateway. Therefore, I have just signed up with engin as my new VoIP provider. Engin sent me a temporary phone number and 6 pages of paperwork relating to the number transfer from vivid-engin to engin-engin.

Question: Is there a shortcut to get the current phone number speedily ported across to engin, who, I believe, provided the service all along?

#2

Wayne wrote 1 year ago

mm from my understanding voip isn't available by vividwireless on the LTE service at present you may have to ask frosty who's the mod of the viv forums for info since he is an it guy pm him he maky help you

#3

ozzcaddy-MODERATOR wrote 1 year ago

@Pixel, As VOIP won't be available on the Vividwireless LTE network, I don't believe Vividwireless will get involved with a third party - Engin for the LTE Network.

I believe you are correct that Engin is the current VOIP provider on the Wimax network. I would suggest that your question(s) would need to be directed to Engin.

But also, I suggest that you contact Tech Support for their view of what you want to do.

1300 327 837

Adelaide, Brisbane, Melbourne and Sydney Customers (local time):
Monday to Friday 9am-10pm. Saturdays, Sundays and Public holidays from 9am-9pm.

Perth Customers (local time):
Monday to Friday 8am to 9pm. Saturdays, Sundays and Public Holidays from 8am to 8pm.

Please post back on what Tech Support have told you.

#4

Frosty-MODERATOR wrote 1 year ago

Hi Pixel,
Best thing I can recommend is to go with the process they've given you. Shortcuts probably = trouble. I know some years back I tried to port a number between two telcos, both of whom were on Optus, and the process failed. The number was temporarily "lost" and it took a couple of days to sort it out. They have detailed paperwork so that they can verify that it truly is the owner of the number who is doing the porting. It's for your own protection.
Frosty

#5

Pixel wrote 34 weeks ago

Thanks, Frosty :)
follow-up almost a year on:
I checked with vivid help at the time and they suggested engin as first choice. Which I did and happily had my service ported. Some small hiccups aside, it's been a pleasant experience. ... UNTIL ... last week
I had to reboot the LTE Gateway, which took a while - I suppose there was a software upgrade. After that, the engin voice box 302 quit working. I could call out - sometimes - but incoming calls failed to be connected.
A call to engin helpdesk resulted in the voice box being factory-reset because, so the explanation: "Optus implemented a new 4G protocol that is incompatible with engin's VoIP. You'll have to subscribe to another phone provider."

Has anybody had a similar experience? Any advice whether there are other providers that operate on Vividwireless Gateways?
Or is it Optus telling us in subtle terms to get off the low-margin Vividwireless and connect to one of the upmarket NBN Plans?

#6

Frosty-MODERATOR wrote 33 weeks ago

Saw your post in the other thread. I've not heard any talk about this at all, so you're the first. Can you get any information about this mysterious "new 4G protocol" that is incompatible, and about Why it is incompatible. Sounds very odd.

BTW, there has not been any firmware upgrade to the modems in the past few months.

#7

Pixel wrote 33 weeks ago

Thanks for the info, Frosty :)
I went back to engin, this time via online chat, and got hold of lovely Andrea. She conceded there were a few hiccups between Optus 4G and engin VoIP, she knew what to do and it took her all of 2 minutes to get me reconnected.

Why do they allow dummies on help desks that leave a job unfinished, then knock off for the weekend with the customer worse off than before???

#8

Frosty-MODERATOR wrote 33 weeks ago

Sometimes it is a case of just finding the right person with the "inside knowledge" who knows how to work around the system. e.g. there are sometimes non-approved workarounds, things which do work, but which aren't necessarily fully supported. Or maybe in this case you just got a new person in the first instance, and a more experienced operator with Andrea.

Anyway, am glad that you have your system working. I did make enquiries at the vividwireless end of things, but their response was that they didn't know of any changes that would block incoming calls via Optus.

#9

Pixel wrote 33 weeks ago

Thanks, Frosty.
Your help is very much appreciated. (as is Andrea's, but it's been your initial information that caused me to start an online chat :) )
Not having your home phone available is bad enough at the best of times. But when you're waiting for a call from the hospital about a 24x7 life support, nerves can become a little frayed and forget the obvious when you find out by accident only that nobody has been able to call you.
Phone providers would do well to make their help desk staff aware of what a functioning communications line means to their clients. It is easy to write a disclaimer in the small print, rejecting any fitness for purpose. But telling them to find someone else, and then leaving them disconnected for the weekend is something else altogether.

{end of rant}

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