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167 posts

Master Geek
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Orcon

  Reply # 983527 10-Feb-2014 18:19 One person supports this post Send private message

We're all here to help. :-)

The contact center are strictly tier 1, but my not so evil overlord has gone to have a word with the head of said contact center to find out why you were turned away. As frankly that isn't really cricket. So that side is being handled internally.

Cheers for your PM, I have your ticket number and will look into this for you. :-)




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

2005 posts

Uber Geek
+1 received by user: 147

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  Reply # 983530 10-Feb-2014 18:25 Send private message

FlameBeard: We're all here to help. :-)

The contact center are strictly tier 1, but my not so evil overlord has gone to have a word with the head of said contact center to find out why you were turned away. As frankly that isn't really cricket. So that side is being handled internally.

Cheers for your PM, I have your ticket number and will look into this for you. :-)


seems to be the higher tier CSRs use a little more thinking about whats going on.. 


its unfortunate really, i wish there were some tier 1 CSRs with a bit more background knowledge, but its just how it works.

little outside of the topic though..

oOo



12 posts

Geek
+1 received by user: 2


  Reply # 983532 10-Feb-2014 18:30 One person supports this post Send private message

Its this kind of unofficial support and sort it out attitude that makes people stick with a company... thanks guys...



167 posts

Master Geek
+1 received by user: 30

Trusted
Orcon

  Reply # 983548 10-Feb-2014 18:37 One person supports this post Send private message

Have just sent you an email. Called Chorus faults again, they suspect the same thing - faulty or absent VDSL master filter. Have updated the provisioning ticket to reflect this and will give their provisioning team a call tomorrow to get it worked out.
More updates as they come.




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

2005 posts

Uber Geek
+1 received by user: 147

Subscriber

  Reply # 983550 10-Feb-2014 18:39 Send private message

Progress!

all the difference a photo can make!

167 posts

Master Geek
+1 received by user: 30

Trusted
Orcon

  Reply # 983551 10-Feb-2014 18:48 Send private message

hio77:
FlameBeard: We're all here to help. :-)

The contact center are strictly tier 1, but my not so evil overlord has gone to have a word with the head of said contact center to find out why you were turned away. As frankly that isn't really cricket. So that side is being handled internally.

Cheers for your PM, I have your ticket number and will look into this for you. :-)


seems to be the higher tier CSRs use a little more thinking about whats going on.. 


its unfortunate really, i wish there were some tier 1 CSRs with a bit more background knowledge, but its just how it works.

little outside of the topic though..


I believe all of the Orcon CSRs that roam these forums are at least tier 2, there are at least two (that I know of) tier 3 members (guys I ask for help) as well - one voice engineer and one senior network engineer.
FireEngine who frequents these forums more than me, and myself, sit in the corp support realm.
In fact, there is even one (again that I know of) senior management staff member that isn't "labeled" Orcon staff who sneakily lurks these forums too. So we do watch, try to help, and listen/make changes as customers bring these issues to our knowledge. Especially with "New" products that we launch to the general public like VDSL.

Edit: There are also some systems team guys whom I forgot to mention. They're expertise can only be described as tier 3 also




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

2005 posts

Uber Geek
+1 received by user: 147

Subscriber

  Reply # 983553 10-Feb-2014 18:55 Send private message

FlameBeard:
I believe all of the Orcon CSRs that roam these forums are at least tier 2, there are at least two (that I know of) tier 3 members (guys I ask for help) as well - one voice engineer and one senior network engineer.
FireEngine who frequents these forums more than me, and myself, sit in the corp support realm.
In fact, there is even one (again that I know of) senior management staff member that isn't "labeled" Orcon staff who sneakily lurks these forums too. So we do watch, try to help, and listen/make changes as customers bring these issues to our knowledge. Especially with "New" products that we launch to the general public like VDSL.




wasnt at all a knock at you guys at all :) quite a range of orcon staff that sniff around here then!

i must say, i was at the orcon head office last week, and was impressed. although it probably didnt go anywhere for me, I couldnt have asked to have a better experience. that staff member did very well in changing a few things in my mind.

oOo



12 posts

Geek
+1 received by user: 2


  Reply # 983571 10-Feb-2014 19:28 Send private message

This post has some interesting information regarding VDSL etc...

I specially found the internal wiring before and after bits interesting and potentially reflective of my problem (hopefully)

VDSL Performance & Tuning



2005 posts

Uber Geek
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  Reply # 983579 10-Feb-2014 19:40 Send private message

oOo: This post has some interesting information regarding VDSL etc...

I specially found the internal wiring before and after bits interesting and potentially reflective of my problem (hopefully)

VDSL Performance & Tuning




props to you if you make it through reading every post in there ;)

167 posts

Master Geek
+1 received by user: 30

Trusted
Orcon

  Reply # 983745 10-Feb-2014 22:23 Send private message

I will have a read of that tomorrow, all things that are handy to know no doubt.

o0o no doubt we'll talk tomorrow.




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

167 posts

Master Geek
+1 received by user: 30

Trusted
Orcon

  Reply # 983896 11-Feb-2014 10:16 One person supports this post Send private message

Just to let anyone know who is following this, we're getting the tech back out to install a master VDSL filter. Technician has confirmed that he did not install a new one to both Chorus dispatch and customer, so that should be where the issue lies.




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

2005 posts

Uber Geek
+1 received by user: 147

Subscriber

  Reply # 984064 11-Feb-2014 13:27 Send private message

FlameBeard: Just to let anyone know who is following this, we're getting the tech back out to install a master VDSL filter. Technician has confirmed that he did not install a new one to both Chorus dispatch and customer, so that should be where the issue lies.


impressive, when i had a tech that refused to replace the cable to the jackpoint from the ETP (it wasnt the correct sort of cable at all.) it took weeks, to get anyone from chorus to admit fault..

worst thing IMO, is that the same tech is sent out.. firstly, you have to wait for them to be available, secondly if they screwed the install once, whats to make sure they do it correctly the second time? this is simply chorus's procedure however, as "the tech knows what they did wrong"....


@OP looks like things are swinging in your favour!

167 posts

Master Geek
+1 received by user: 30

Trusted
Orcon

  Reply # 984081 11-Feb-2014 13:33 Send private message

hio77:
FlameBeard: Just to let anyone know who is following this, we're getting the tech back out to install a master VDSL filter. Technician has confirmed that he did not install a new one to both Chorus dispatch and customer, so that should be where the issue lies.


impressive, when i had a tech that refused to replace the cable to the jackpoint from the ETP (it wasnt the correct sort of cable at all.) it took weeks, to get anyone from chorus to admit fault..

worst thing IMO, is that the same tech is sent out.. firstly, you have to wait for them to be available, secondly if they screwed the install once, whats to make sure they do it correctly the second time? this is simply chorus's procedure however, as "the tech knows what they did wrong"....


@OP looks like things are swinging in your favour!


Yeah feels on that one. I specifically requested a different technician in the prov order but it seems that didn't filter through as they insist that the original technician goes back. From my own experience (just from provisioning circuits) they generally take it personally and get rather shirty about having to go back.




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

2005 posts

Uber Geek
+1 received by user: 147

Subscriber

  Reply # 984095 11-Feb-2014 13:42 Send private message

FlameBeard: 
Yeah feels on that one. I specifically requested a different technician in the prov order but it seems that didn't filter through as they insist that the original technician goes back. From my own experience (just from provisioning circuits) they generally take it personally and get rather shirty about having to go back.


my personal experience, was an adsl tech doing a vdsl install and did not know what he was doing.

i ended up arguing my case with 6 different techs, including his supervisor. none of them wanted to listen to an argument based off clearly stating impedance of cables and why it was not good enough.

in the end i somehow ended up with my case number with visionstream (chorus) and dealt with a CSR directly (which i understand to be something that almost never should happen..) things got sorted from that point, and the original tech finally came out and installed the cable - on his day off.


the bit that got me most riled up, was firstly the supervisor trying to claim distance and secondly the original tech who called "base" and confirmed, he was not required to install a cat5 run.



ultimately, i learnt, always be home to keep an eye on techs, geekzone will fill in any gaps you are unsure of, and lastly, the poor ISP csrs didnt exactly deserve the earful they got (about 3 or so times per day, for 4 weeks solid). 


i really just wish chorus had more quality control in place, when a job is messed up, they should really be looking at why. it is far too common, that a mess up has happened unfortunately.  

oOo



12 posts

Geek
+1 received by user: 2


  Reply # 984102 11-Feb-2014 13:49 Send private message

Well first thanks to FlameBeard for helping move this along I must say I am very happy with the response...

Unfortunately the tech came back today and we tried a couple of things to see what yielded the best result, but didn't get the massive improvement I was hoping for (DOWN: 19081 UP: 10616), attenuation is still around 21Db :(

Basically the tech informed me the area is configured to something called MultipleCity which inadvertently doubles my distance to the exchange as the connection now runs away from the exchange before coming back towards it.... GRRRRRRRR so the attenuation numbers are probably right... so doesn't look like I'm going to win, and fibre dates haven't even been announced for our area.... 

So not sure what to do... continue to pay for better upload speeds and similar download speeds (as ADSL) or go back to ADSL.... Don't think I can convince Chorus or whoever to change the street wiring so I get better distance to the exchange...

Besides the above we did get some improvement trying the following (so if you do have issues they maybe worth a try):

1. Replace existing splitter which was older ADSL one, with proper spillter and test (was okay)
2. Removed all other jack connections and splitter e.g. naked vdsl type setup (as using Orcon Genius) and result was marginally better than with new splitter

P.S. In both cases we replaced wiring between the ETP and the Jack with proper CAT5/6 cabling as well....



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