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.