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269 posts

Ultimate Geek


# 113429 16-Jan-2013 18:52
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So sometime during the night of the 14th-15th my Genius lost internet connectivity. ADSL Sync is on and the statistics on it are fine, no different from what they were previously. The modem log shows it not getting beyond trying "PPP: Start to connect..." every so many seconds.

I contact support who suggest I do a factory reset by holding the button on the side. Done that, with no change. I email support back with this yesterday. I get the automatic "we have received your message" reply, but no further follow-up.

I emailed again today, 24 hours later, asking what's up. So far I haven't gotten any reply back. Is anyone there? Is my problem being worked on? Have I disappeared like my internet and phone?

I appreciate that some problems can take a while to resolve, but I'm sure customers would appreciate some sort of timely feedback that the problem is being worked on.

(It's ticket #11104746 if someone wants to have a look)

---JvdL---

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  # 745882 16-Jan-2013 19:24
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Why not call them back?



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Ultimate Geek


  # 745886 16-Jan-2013 19:31
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I can't call them back right now because my phone isn't working, on account of my Genius internet not working.

---JvdL---

 
 
 
 


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  # 745893 16-Jan-2013 19:54
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Don't you have a mobile?

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  # 745898 16-Jan-2013 19:58
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If you have a mobile and call them their system will record your number and they'll call you back so you don't have to pay for the call.




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Ultimate Geek


  # 745912 16-Jan-2013 20:16
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That's nice. I'd have to buy a working mobile first though.

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  # 745915 16-Jan-2013 20:19
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Well without the means to communicate you'll be stuck waiting for them to return your email, which means the entire process will take a lot longer than usual given you'll have to do a lot of back and forth via email to achieve the same as a single phone call. Perhaps buy a phone card and use a pay phone if you want to expedite that.

Actually, do pay phone's still exist?!

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  # 745924 16-Jan-2013 20:28
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In your circumstances - phone Orcon.  That's what works - but posting on Geekzone is a good secondary option.

Genius users really need to think about the fact that if the 'internet' is down - so is their phone service.  The old non-internet (ie PSTN) worked unless the telephone line was dead - even if a power outage occurred - but the Genius service is nowhere near as resilient.  Having a mobile phone is a backup that Genius users should consider a must-have.

A few days ago I discovered that Norton Internet Security was not recognised by Windows 7 as active Virus detection and up-to-date.  I went through all the NIS settings and everything was turned on.  Through the product's support tab I was able to open a browser-based chat session to their support personnel.  He asked if he could access my PC remotely.  I said yes and watched.  He looked around then ran several DOS commands, rebooted twice, and the problem was fixed.  Each time the PC rebooted the remote access client restarted and re-established itself.  When he had finished he asked me to recheck.  I went through control panel/action centre and all was fixed (with him watching) then the remote connection was ended by me.

Considering the alternative of emailing support etc. this experience was stunningly fast and effective.  Yes there was a risk in letting an unknown person take control of my PC but IMHO the substantially raises the bar on product support performance.

Anyone from Orcon watching?

 
 
 
 


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  # 745933 16-Jan-2013 20:39
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OldGeek:
Genius users really need to think about the fact that if the 'internet' is down - so is their phone service.  


I would say that's something anyone with a VoIP connection needs to think about, regardless of provider.

xpd

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  # 746128 17-Jan-2013 09:08
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Jarno: That's nice. I'd have to buy a working mobile first though.


No internet. No mobile. Yet you are on Geekzone asking for help.....





XPD / Gavin / DemiseNZ

 

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  # 746145 17-Jan-2013 09:30
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OP; are you in Christchurch by any chance?

I suggest you try restarting your Genius again - unplug the power for a minute then plug it back in.  See what happens.  If you have no joy then post back and I'll chase your ticket.

Cheers



Dan



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Ultimate Geek


  # 746334 17-Jan-2013 13:26
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I'm in Nelson.
Powercycled it again, with the same result. ADSL up, internet down.

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  # 746350 17-Jan-2013 14:14
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Looking into it... if I can't get anywhere I'll push it to someone who can help.  Can you PM me some contact details or is it email only at the moment?

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  # 746353 17-Jan-2013 14:19
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Hi, I can't see what the issue is, you have a DSL connection but it seems like the modem isn't attempting to authenticate.  It may need a replacement.  I've pushed to the appropriate team to investigate so, they should be in touch.  Thanks!



269 posts

Ultimate Geek


  # 746387 17-Jan-2013 15:17
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Thanks for looking.
I dug out the username and password from the settings backup file and tried that with my old modem, but that didn't want to authenticate either.

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  # 746391 17-Jan-2013 15:21
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As you're on LLU, the auth is by port anyway (eg. the un/pw is ignored) so it's a strange one and not likely to be a configuration issue.  

Sorry for the trouble, and we'll try get it sorted as soon as we can.

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