Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.



284 posts

Ultimate Geek
+1 received by user: 19


Topic # 138733 15-Jan-2014 08:40 Send private message

Lost wan connection at 2am this morning. DSL is locked with normalconnection speed on genius mmodem.

So I have DSL lock but no internet access.

Anyone else having the same problem?

Been waiting on CS to answer for 40 minutes since 8am this morning but still on hold.

PS have done 3 reboots of the modem with no change.

View this topic in a long page with up to 500 replies per page Create new topic
 1 | 2
The Game.
2901 posts

Uber Geek
+1 received by user: 469

Trusted
Think Concepts
Subscriber

  Reply # 967310 15-Jan-2014 08:44 Send private message

Bazinga:



This should be closed and merged with This Thread




Michael Murphy
[Twitter] [Last.fm] [IPv6 Sage]

Everything I say here is my own opinion and not that of my employer.



284 posts

Ultimate Geek
+1 received by user: 19


  Reply # 967315 15-Jan-2014 08:48 Send private message

Spoke to CS. Orcon system fault. 2000 customers without connection. Up to 2 days to restore service.

That's just fantastic.

870 posts

Ultimate Geek
+1 received by user: 145

Trusted
Orcon

  Reply # 967322 15-Jan-2014 08:58 Send private message

andynz: Spoke to CS. Orcon system fault. 2000 customers without connection. Up to 2 days to restore service.

That's just fantastic.


Its restoring now, ETR 30-60mins at most. 2 days would be nonsense - did you by any chance get a name?




Regards FireEngine

Try our Beta-test Self-Help Guide, nothing to lose, it will submit a Support Ticket for you if needed:

Orcon Broadband Self-Help



284 posts

Ultimate Geek
+1 received by user: 19


  Reply # 967324 15-Jan-2014 09:00 Send private message

Thanks for the update Simon.

No sorry no name. It was a guy. Does that narrow it down :)

870 posts

Ultimate Geek
+1 received by user: 145

Trusted
Orcon

  Reply # 967326 15-Jan-2014 09:06 Send private message

andynz: Thanks for the update Simon.

No sorry no name. It was a guy. Does that narrow it down :)


Alas no, but if you pm me your account number that will....




Regards FireEngine

Try our Beta-test Self-Help Guide, nothing to lose, it will submit a Support Ticket for you if needed:

Orcon Broadband Self-Help



284 posts

Ultimate Geek
+1 received by user: 19


  Reply # 967337 15-Jan-2014 09:12 Send private message

Auth restored without reboot at 0905. Thanks for your help Simon.

870 posts

Ultimate Geek
+1 received by user: 145

Trusted
Orcon

  Reply # 967338 15-Jan-2014 09:14 Send private message

Ok so last night we saw approx 10,000 customers shift from one of our auth servers to another - the reason for that shift is still under investigation. Having such a large number move onto a server already carrying normal load caused it to run short of some resources which caused some customers to fail to get auth.

Our Engineers are rebalancing those subscribers back to the original server, once that happens (which is being done exchange by exchange so phased over the next 30mins), users should reboot and they should obtain auth. Users won't know this so our current advice on the website is to reboot every 10mins until service restored.

Apologies for this, the root cause is still under investigation.




Regards FireEngine

Try our Beta-test Self-Help Guide, nothing to lose, it will submit a Support Ticket for you if needed:

Orcon Broadband Self-Help

870 posts

Ultimate Geek
+1 received by user: 145

Trusted
Orcon

  Reply # 967339 15-Jan-2014 09:14 Send private message

andynz: Auth restored without reboot at 0905. Thanks for your help Simon.


No worries, its my day job :-)




Regards FireEngine

Try our Beta-test Self-Help Guide, nothing to lose, it will submit a Support Ticket for you if needed:

Orcon Broadband Self-Help

870 posts

Ultimate Geek
+1 received by user: 145

Trusted
Orcon

  Reply # 967368 15-Jan-2014 09:46 Send private message

>98% of affected services have now been restored.

Advice now is to reboot, if still offline please log a support call with us.




Regards FireEngine

Try our Beta-test Self-Help Guide, nothing to lose, it will submit a Support Ticket for you if needed:

Orcon Broadband Self-Help

202 posts

Master Geek
+1 received by user: 4


  Reply # 967892 16-Jan-2014 05:55 Send private message

Just on the 2 day thing. I had a problem last year.
Rang CS and suggested that a port reset was required as i couldn't get a ppp connection. They agreed and said it would take up to 2 days.
Before the CS moved off shore, it would have been about 15 mins.

In the end it was only 20 mins, but being told 2 days was not good for customer relation.



284 posts

Ultimate Geek
+1 received by user: 19


  Reply # 967894 16-Jan-2014 06:30 Send private message

Is all Orcon CS overseas. It would explain my experience with them.

870 posts

Ultimate Geek
+1 received by user: 145

Trusted
Orcon

  Reply # 967910 16-Jan-2014 08:03 Send private message

andynz: Is all Orcon CS overseas. It would explain my experience with them.


Residential T1 - Manila
Residential T2 - Northcote
Premium/Business/Hosting all Tiers - Northcote




Regards FireEngine

Try our Beta-test Self-Help Guide, nothing to lose, it will submit a Support Ticket for you if needed:

Orcon Broadband Self-Help



284 posts

Ultimate Geek
+1 received by user: 19


  Reply # 967911 16-Jan-2014 08:10 Send private message

Thanks Simon. That explains the feeling of disconnect between the back end and CS.

Is T2 domestic a fall over if T1 is busy? How do you get through to T2 if you need more techy help :)

870 posts

Ultimate Geek
+1 received by user: 145

Trusted
Orcon

  Reply # 967913 16-Jan-2014 08:16 Send private message

andynz: Thanks Simon. That explains the feeling of disconnect between the back end and CS.

Is T2 domestic a fall over if T1 is busy? How do you get through to T2 if you need more techy help :)


T2 supports T1 in this model, that way T1 learns and improves.




Regards FireEngine

Try our Beta-test Self-Help Guide, nothing to lose, it will submit a Support Ticket for you if needed:

Orcon Broadband Self-Help

88 posts

Master Geek
+1 received by user: 15


  Reply # 968407 16-Jan-2014 18:13 Send private message

FireEngine:
andynz: Thanks Simon. That explains the feeling of disconnect between the back end and CS.

Is T2 domestic a fall over if T1 is busy? How do you get through to T2 if you need more techy help :)


T2 supports T1 in this model, that way T1 learns and improves.


From my past experiences dealing with T1 I am not sure this is really happening...... especially when you request to talk to a TL etc and get refused 

 1 | 2
View this topic in a long page with up to 500 replies per page Create new topic




Twitter »
Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:




News »

Trending now »
Hot discussions in our forums right now:

Warning: Rage Ahead - Campbell Live and childhood poverty
Created by kawaii, last reply by KiwiNZ on 3-Sep-2014 06:33 (132 replies)
Pages... 7 8 9


Does NZ need better gun laws?
Created by mattwnz, last reply by kawaii on 3-Sep-2014 05:40 (105 replies)
Pages... 5 6 7


What tyre brand/model to look at ?
Created by Mark, last reply by Oblivian on 2-Sep-2014 21:36 (35 replies)
Pages... 2 3


VideoEZY OnDemand
Created by Andib, last reply by davidcole on 2-Sep-2014 20:10 (63 replies)
Pages... 3 4 5


Judith Collins: I am resigning
Created by Presso, last reply by gzt on 2-Sep-2014 11:42 (109 replies)
Pages... 6 7 8


Cirque du Soleil Cellphone Hijack
Created by myopinion, last reply by PhantomNVD on 1-Sep-2014 18:01 (21 replies)
Pages... 2


Orcon Global Mode launched
Created by freitasm, last reply by shk292 on 1-Sep-2014 11:32 (132 replies)
Pages... 7 8 9


Lightbox press event release
Created by freitasm, last reply by IcI on 30-Aug-2014 17:54 (562 replies)
Pages... 36 37 38



Geekzone Live »
Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.

Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.