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5 posts

Wannabe Geek


Topic # 138735 15-Jan-2014 09:06 Send private message

Morning all,

Long time lurker first time poster :) .

I am having ongoing issues with my Orcon connection and am giving it one last try before I go elsewhere. Any help/advice would be greatly appreciated.

THE ISSUES:
The Genius modem randomly disconnects and does not reconnect/reconnect properly (no Internet access or phone even though one or the other light is blue). This seems to happen much more often when it rains or is hot. I tried testing with a Netgear DGN1000 modem and this did not disconnect at all but the (un)helpful support desk said that I cannot use my own modem despite this being stated on the website. I have also had Chorus out to the exchange/cabinet/house on 3+ separate occasions and they have not been able to find anything wrong. (The cabinet is about 30 meters across the road from my house)
The modem firmware level is 1201 and the modem is the Genius Lite version and is the third one I have received from Orcon.

After numerous calls to the helpdesk over a year long period the issue is still not resolved and I experience the same issues that others in the forum have with no one calling you back and the support desk trying to go through their standard fault resolution process almost every time I call.

My ideal result would be (if I have to use a Genius modem) a modem that actually works properly and with a stable connection. I am also happy to use the Netgear modem but according to Orcon this is not an option.

Thank you for looking and as I said before any help/suggestions are greatly appreciated

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249 posts

Master Geek
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  Reply # 967344 15-Jan-2014 09:22 Send private message

Can you please PM your account details?




I work for Orcon, however posts reflect my own opinion, and should be treated as such.

4th gen i7 Haswell 4770k, G.SKILL RipjawsX 16GB (4x4 Gb) DDR3 2400MHz, x1 GTX 450's, Intel 180Gb 530 Series, x1 Seagate 1Tb Barracuda 7200, Modular 850w PSU
1st Gen iPad mini 64Gb
Samsung Galaxy Note 3 32Gb

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

Orcon Broadband Self-Help

\m/
249 posts

Master Geek
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  Reply # 967367 15-Jan-2014 09:45 Send private message

Ok, a couple of things off the bat, I see you're running an older firmware version for the modem so that may be contributing to the problem, I will perform the upgrade remotely for you which will cause the modem to power cycle. If you're happy with that of course.

Another thing, could be a faulty line but I doubt it is, for two reasons, as you mentioned the Net Gear worked fine, also doing some checking on the Chorus tools your line looks to be very stable. I have however started a 24 hour analyzer to capture any of that data so please if you could, leave the Genius connected to the ADSL at least until this time tomorrow.

I am unsure who told you that you cannot use the Net gear modem, you can fill your boots with that, (here comes the catch) the only thing is, if you have any issues with the ADSL line, we will need you to plug in the Genius otherwise its not supported.

As you can imagine for obvious reasons we need a baseline, or common variable for testing, and with ADSL modems becoming dime a dozen, keeping up with, let alone being able to support them all just isn't viable.




I work for Orcon, however posts reflect my own opinion, and should be treated as such.

4th gen i7 Haswell 4770k, G.SKILL RipjawsX 16GB (4x4 Gb) DDR3 2400MHz, x1 GTX 450's, Intel 180Gb 530 Series, x1 Seagate 1Tb Barracuda 7200, Modular 850w PSU
1st Gen iPad mini 64Gb
Samsung Galaxy Note 3 32Gb

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

Orcon Broadband Self-Help



5 posts

Wannabe Geek


  Reply # 967377 15-Jan-2014 09:58 Send private message

An firmware upgrade will be welcome. Currently the modem has dropped off and I will not be able to reset it till this evening. Will do as soon as I get home (unless you can still access it at the moment)

The house was all re-wired by Telecom (pre-chorus) for ADSL when I bought it and pretty much everything has been replaced from my house to the termination point

Thanks for the reply and it will be interesting to see what the trace brings back. I believe the only issue with using my own modem was that every so often it failed to start authentication (PPP failed) and I though that was down to the way that Orcon authenticate the modem (username/password + MAC address)

\m/
249 posts

Master Geek
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  Reply # 967651 15-Jan-2014 16:21 Send private message

Ok well unfortunately not ideal news, we seem to be unable to reach your modem remotely via our server so I will talk with the technician tomorrow regarding that in our systems team. By which time also the analyzer should have finished so we'll be able to correlate your RADIUS re-registrations with actual sync drops as supposed to the PPP drops. My apologies for the delay. I'll post back here tomorrow morning after we've got some more information :-)




I work for Orcon, however posts reflect my own opinion, and should be treated as such.

4th gen i7 Haswell 4770k, G.SKILL RipjawsX 16GB (4x4 Gb) DDR3 2400MHz, x1 GTX 450's, Intel 180Gb 530 Series, x1 Seagate 1Tb Barracuda 7200, Modular 850w PSU
1st Gen iPad mini 64Gb
Samsung Galaxy Note 3 32Gb

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

Orcon Broadband Self-Help



5 posts

Wannabe Geek


  Reply # 968230 16-Jan-2014 15:15 Send private message

Hey Flamebeard, is there any update on this?

6 posts

Wannabe Geek
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Orcon

  Reply # 968402 16-Jan-2014 18:05 Send private message

Hi,

Just sent you a PM.

\m/
249 posts

Master Geek
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  Reply # 969867 20-Jan-2014 09:38 Send private message

Hi there,

I have just been speaking with our systems engineer around the remote management side, it appears the CPE isn't responding to our attempts to connect with it.
Has a factory reset been done recently? If not, can that be done? If that isn't yielding any joy, we may need to send you another CPE.

Cheers




I work for Orcon, however posts reflect my own opinion, and should be treated as such.

4th gen i7 Haswell 4770k, G.SKILL RipjawsX 16GB (4x4 Gb) DDR3 2400MHz, x1 GTX 450's, Intel 180Gb 530 Series, x1 Seagate 1Tb Barracuda 7200, Modular 850w PSU
1st Gen iPad mini 64Gb
Samsung Galaxy Note 3 32Gb

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

Orcon Broadband Self-Help



5 posts

Wannabe Geek


  Reply # 969941 20-Jan-2014 11:35 Send private message

TheKitchen is sending out another modem. I have the modem setup to forward all traffic to a firewall appliance

174 posts

Master Geek
+1 received by user: 9


  Reply # 969982 20-Jan-2014 13:00 Send private message

@FlameBeard Hi, do the firmware updates to the Genius modem need to be done by you guys, or can I do it on my end? I've been having the same issue for about a year now. Happens maybe a couple times a month. Need to unplug/plug back in to get internet up again. 

Have never called helpdesk about it. Hasn't really bothered me too much. But if the update fixes it, I'll give Orcon a call.

Network Engineer @ Orcon
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Uber Geek
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  Reply # 970014 20-Jan-2014 14:23 Send private message

  I have the modem setup to forward all traffic to a firewall appliance


That probably explains why its not working, you are probably forwarding the ACS (Modem config tool) packets to your firewall rather than letting the modem receive them.



\m/
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Master Geek
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  Reply # 970528 21-Jan-2014 11:49 Send private message

JayTaicho: @FlameBeard Hi, do the firmware updates to the Genius modem need to be done by you guys, or can I do it on my end? I've been having the same issue for about a year now. Happens maybe a couple times a month. Need to unplug/plug back in to get internet up again. 

Have never called helpdesk about it. Hasn't really bothered me too much. But if the update fixes it, I'll give Orcon a call.


Nope you can do this yourself, login to your GUI then under option six - handy tools there is the option to upgrade to the latest version. It also will tell you what version you're currently running.




I work for Orcon, however posts reflect my own opinion, and should be treated as such.

4th gen i7 Haswell 4770k, G.SKILL RipjawsX 16GB (4x4 Gb) DDR3 2400MHz, x1 GTX 450's, Intel 180Gb 530 Series, x1 Seagate 1Tb Barracuda 7200, Modular 850w PSU
1st Gen iPad mini 64Gb
Samsung Galaxy Note 3 32Gb

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

Orcon Broadband Self-Help

1 post

Wannabe Geek


  Reply # 971838 21-Jan-2014 19:53 Send private message

Hi I am also on genius and am wanting to use my own modem router, where can I find the username and password to set this up?

I understand what you were saying earlier in regards to having to plug in the genius if there is a fault to get support..

Thanks in advance

BDFL
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Uber Geek
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  Reply # 971843 21-Jan-2014 20:04 Send private message

scarfacenz: Hi I am also on genius and am wanting to use my own modem router, where can I find the username and password to set this up?


This is off topic and would be better to create your own new thread so this one can continue for nicten.






300 posts

Ultimate Geek
+1 received by user: 12


  Reply # 972353 22-Jan-2014 16:26 Send private message

Look at the sticky at the top of the page!



5 posts

Wannabe Geek


  Reply # 972669 23-Jan-2014 10:34 Send private message

Update: TheKitchen sent out a new modem which I got yesterday. Setup last night, it does seem better than the last (possibly faulty) one but time will tell.

Either way a big thank you to Flamebeard and TheKitchen. It is a shame the other people I talked to at Orcon could not be as helpful/give me correct information.

On a related note I was told the Orcon use PPP authentication and the MAC address of the Genius modem to allow connections. Is this correct?

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