Well, here's my rant.
ADSL2+ Modem with Wireless G-Router modem from Belkin (model F5D7633au4a) stopped connecting to internet around 9pm on Oct 5th 2008 (Sunday). Restarted it and nothing. Restarted the next day after work and nothing (restarted both from the modem admin pages and by removing it's power supply for 30 seconds and replugging it).
Called Orcon tech support, 15 mins waiting for support to answer first time. They said they were going to reset ADSL port on exchange at 6:15pm and to wait 10 mins to then restart modem. Waited 10 minutes, restarted modem, now adsl light won't turn on either.
Called again. Waited 20 mins before someone answered. Brent answered. Asked to restart modem. Restarted and nothing different. Asked to shut modem down, he reset the port on exchange again and asked to restart modem at 7:30pm (it's now 7:12pm) and to call and ask for him if it's still not working then.
Restarted modem at 7:30pm. Now adsl light turns on, but internet light still doesn't (no internet connection). Called again at 7:37. Waited 10 mins. Brent not available, asked whoever answered to ask Brent to call me back (7:47pm). She said he'd call as soon as he got out of the current phone call.
Brent never called back, what a freaking surprise. Called them at 8:50pm and got someone else. Waited 7mins. Bastards asked me to do an "isolation test" to see if nothing else was interfearing. I said the only thing connected to the phone line is a filter with the modem and the phone connected to it, nothing else. She said that if it still doesn't work after plugging just the modem to the line I have to take it to a store and get the modem tested to make sure it's not the modem. If it isn't I have to call them to ask them to open a ticket.
Next day: Went to JB Hi-Fi to see if they would test the modem I bought there. They asked me to call Belkin. I called Belkin the next day from work. They asked me to call from home (of course), so they can walk me through some diagnostics. Called Belkin and they asked me to go to the 192.168.2.1 page, asked me what the internet status said, and I said "No Connection", so they asked me to click on Restart Factory Default and enter my username and password again and still nothing. We checked the security log under firewall and it said:
08/01/2003 00:01:11 If(ATM1) PPP fail : Timeout in LCP negotiation
08/01/2003 00:00:21 ATM1 start PPP
08/01/2003 00:00:21 ADSL Media Up !
So he asked me to change my username from [email protected] to just myusername and restart the modem. That didn't change anything and the security log still shows "Timeout in LCP negotiation" and so he told me to call Orcon to get my username reset or changed because he thinks it's not correctly synched with the ISP and that there's nothing wrong with the modem. He said that after that if it's still not working to call them back...
Called Orcon, they said settings I have and that my account are correct on the modem so they're creating a ticket for their technicians to look at it from Orcon and maybe come to my exchange then call me back if they think they have to come over to my house.
I upgraded the firmware to the "6.01.11 (Beta) for TPG" version I found on Belkin's website to see if that did anything but still no dice.
A few days go by. A guy called Rolando calls me back on Friday (5+ days without internet) at around lunch time saying they've reset the adapter (or something else I can't remember at the moment) and that I should restart my modem when I got home to see if it does connect. If it doesn't I'd have to try a different modem to see if it's not my modem that's broken.
Got home and surprise surprise, the modem is already connected to the internet. Called Orcon support again to let them know that it was now working and that I wanted compensation for the days I was without internet. To my surprise the girl that answered said I'd have to either talk to Rolando who wasn't there at the moment or to their accounts team on Monday, but said that either way they don't usually give compensation if there's a fault for only a couple of days. Now I have to call Orcon on Monday and maybe have to yell at them to get compensated. I mean, if it was something that was done from Orcon, why didn't it get fixed in the first day... And it is only fair that if the fault is at Orcon I should get compensated for at least 3 of the 5 days.
Does anybody share the pain? Am I asking for too much? Are other ISPs the same?