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13 posts

Geek


Topic # 90747 28-Sep-2011 20:40

Hi all,

I joined Orcon Genius Lite on the 20th of September and have been unable to receive calls on my home line from ANY Telecom phone.

I installed the hardware as instructed and everything worked fine, so I thought I will give my "new" VOIP phone a call using my Telecom mobile. All I got was the engaged tone, so I called my mobile from my landline and that worked just fine.

Hhmmm maybe it's my mobile, so I asked a friend to give my home number a call ... Same story. He tells me the line is engaged. So I call him and it works just fine.

At first I thought the problem was restricted to Telecom mobile phones only so I called them on the 20th and told them there was a problem. I was assured by the call centre that the problem was escalated and I will get a call back within 48 hours.

On the 21 I tried to call my home from work only to hear the engaged tone again ... So I discovered that my home VOIP can receive calls from any network except Telecom.

I called Orcon on the 21 to inform them (again) and I also sent them an email with the issue to make sure they have all the facts. I am assured that the matter has been passed on to the "technical" department and that they are working on it. All I have to do is relax they will call me on the next day (22nd)

Well today is the 28th of September and I have called Orcon every day to get an update. I get the assurance everyday that they are working on it and will call me back ... they NEVER do.

So while I was chewing the fat with the Call Centre person today (again) s/he lets it slip that Orcon has had a problem with that very same issue since testing. S/he also let it slip that they have been working on a fix for it and will put me through to the "technical" department.

On hold for an hour I finally hang up ... life goes on.

So please give me advice on how to proceed and what to do.

I don't think I will EVER get a call from them because they know there is a problem and they don't have a fix for it.

They neglected to inform me when I called them to sign up. Admittedly I did not ask "will I be able to receive calls from Telecom customers", but I did ask if there would be any issues in making and receiving calls since it will be VOIP and I was assured that all will be fine.

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13 posts

Geek


  Reply # 532189 12-Oct-2011 07:34

Hello all.

I got the problem fixed by sending them a message in twitter. It seems like Telecom never ported my calls.

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Uber Geek
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  Reply # 533973 16-Oct-2011 16:33 Send private message

ockron: Hello all.

I got the problem fixed by sending them a message in twitter. It seems like Telecom never ported my calls.
That sounds like a logical explanation.

Do you have a number ported from Telecom? Ask Orcon whether they can see a call coming into their network at the precise time you made the call (and recorded the time...), and whether there is any issue you need to call Telecom about yourself. Perhaps there was an open service-order that blocked them porting your number properly, or some error with the old telecom account.




Qualified in business, certified in fibre, stuck in copper, have to keep going  ^_^

4 posts

Wannabe Geek


  Reply # 541062 4-Nov-2011 09:46 Send private message

Sorry to drag this up but I'm hoping to get some Orcon attention.

My issue is worse than the above - I have been connected to Broadband at a new premises and there is dial tone on the phone but I can't call anyone except 0800131415! I also can't receive calls.

I understand the problem may be with the number porting from Telecom. But it's a bit disconcerting that when I called Orcon early yesterday afternoon I was told it should resolve itself by CoB yesterday, but when I called again at about 6pm, the tech told me it does not appear the port order has been placed so put in another order that would "have things fixed first thing in the morning".

When I call my old number it just rings and rings but not through the Genius. I'm guessing its ringing at our old premises.

Help? Who should I talk to to get this expedited? I thought number porting was a quick process...

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Subscriber

  Reply # 541063 4-Nov-2011 09:48 Send private message

madpig83: Sorry to drag this up but I'm hoping to get some Orcon attention.

My issue is worse than the above - I have been connected to Broadband at a new premises and there is dial tone on the phone but I can't call anyone except 0800131415! I also can't receive calls.

I understand the problem may be with the number porting from Telecom. But it's a bit disconcerting that when I called Orcon early yesterday afternoon I was told it should resolve itself by CoB yesterday, but when I called again at about 6pm, the tech told me it does not appear the port order has been placed so put in another order that would "have things fixed first thing in the morning".

When I call my old number it just rings and rings but not through the Genius. I'm guessing its ringing at our old premises.

Help? Who should I talk to to get this expedited? I thought number porting was a quick process...


Unfortunately Telecom's network is quite antiquated (ie 1980s technology) so number porting on that kind of platform doesn't work too well. Orcon should be following this up with you as its them who are porting the number at the end of the day.





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Wannabe Geek


  Reply # 541065 4-Nov-2011 10:03 Send private message

Thanks - it's just very disconcerting that I get different answers from them so I don't really know if anything is being done about it...

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WorldxChange

  Reply # 541084 4-Nov-2011 10:53 Send private message

Zeon:
madpig83: Sorry to drag this up but I'm hoping to get some Orcon attention.

My issue is worse than the above - I have been connected to Broadband at a new premises and there is dial tone on the phone but I can't call anyone except 0800131415! I also can't receive calls.

I understand the problem may be with the number porting from Telecom. But it's a bit disconcerting that when I called Orcon early yesterday afternoon I was told it should resolve itself by CoB yesterday, but when I called again at about 6pm, the tech told me it does not appear the port order has been placed so put in another order that would "have things fixed first thing in the morning".

When I call my old number it just rings and rings but not through the Genius. I'm guessing its ringing at our old premises.

Help? Who should I talk to to get this expedited? I thought number porting was a quick process...


Unfortunately Telecom's network is quite antiquated (ie 1980s technology) so number porting on that kind of platform doesn't work too well. Orcon should be following this up with you as its them who are porting the number at the end of the day.


Sorry I beg to differ a bit here, yes they do have older switches but generally the Telecom porting process is pretty good, there is the odd one where switch data is not correct but having done thousands of these Telecom are pretty good.

Also he is saying he cant rx calls that would be any calls , Vodafone TCL ourselves etc if it was just Telecom then only Telecom numbers would not be able to call him, so along with not being able to dial out would look likely to be a local Orcon account issue, Telecom doesn't stop him making outbound calls.




Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well Wink

             

https://www.facebook.com/wxccommunications

4 posts

Wannabe Geek


  Reply # 541252 4-Nov-2011 17:07 Send private message

Managed to get my issue resolved - got some attention via Twitter!

They advised the issue had been escalated, and within 2 hours, all was good with the world.



13 posts

Geek


  Reply # 550809 28-Nov-2011 10:08

madpig83: Managed to get my issue resolved - got some attention via Twitter!

They advised the issue had been escalated, and within 2 hours, all was good with the world.


It seems the answer in dealing with Orcon is to contact them via Twitter. They ignored all me calls and requests until it was in twitter and the same with you madpig.

4 posts

Wannabe Geek


  Reply # 551249 29-Nov-2011 02:32 Send private message

Yep - and a couple of the Orcon people who visit these forums are also very helpful.

I've just put in an email to [email protected] about overcharge on our account - let's see how long that takes to resolve.

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