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150 posts

Master Geek


  # 837498 16-Jun-2013 09:10
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Thanks @kamrind. I actually did the same thing on both modems myself. It fixed the issue at one address and temporarily fixed it on the other.

When I spoke to them, Orcon scheduled a time to re-flash the modem that night and since then the phone line has been dead.

Even if I can temporarily fix it with a reflash, I'd rather have phones which don't need a daily maintenance task to function.

That doesn't feel like progress to me.

70 posts

Master Geek


  # 837578 16-Jun-2013 12:44
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OK, worth a shot.... The 1 that they reflashed.... is there a number configured for it? And check the server sip settings.... It may not actually be configured properly... Is the light just flashing orange? If it is that means it cannot get a connection to orcons sip servers or an incorrect phone number and password is entered

 
 
 
 




150 posts

Master Geek


  # 838926 18-Jun-2013 21:09
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Hey @Orcon. Any chance you can throw a competent support team member onto this issue?

The first tech I spoke to was pretty good - identified the separate issues at different addresses, told me there was a very high level of dropped connections on one address - but the next couple of techs haven't managed to get past "reset your router LOL".

Strong impression that the ticket system you use is not making it easy for your techs to follow the story. Enquiries mixed up, techs repeating the same basic questions and instructions ... really doesn't give an impression of competence from you as an organisation.

Seems like we're still getting lots of disconnects at the home address.

Please help!

(Posting here because I'm convinced feeding more info into the support system is just making the responses worse.)

1217 posts

Uber Geek

Trusted

  # 838934 18-Jun-2013 21:23
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xurizaemon: Hey @Orcon. Any chance you can throw a competent support team member onto this issue?

The first tech I spoke to was pretty good - identified the separate issues at different addresses, told me there was a very high level of dropped connections on one address - but the next couple of techs haven't managed to get past "reset your router LOL".

Strong impression that the ticket system you use is not making it easy for your techs to follow the story. Enquiries mixed up, techs repeating the same basic questions and instructions ... really doesn't give an impression of competence from you as an organisation.

Seems like we're still getting lots of disconnects at the home address.

Please help!

(Posting here because I'm convinced feeding more info into the support system is just making the responses worse.)


One of my team will call you by 10am.




Regards FireEngine




150 posts

Master Geek


  # 840130 20-Jun-2013 10:36
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Thanks, got a call by Dion who adjusted the lines, that worked yesterday, but today the line is on and off again it seems. Ay caramba!

When the phone is working, I can't even phone Orcon Voicemail - it either is engaged (I understand, my voicemail is too busy to talk to me) or it's a dead line. Same deal trying to call Orcon Support.

Remember when phones had copper wires joining them up, and you could talk in one end and out the other? I want that back. Even if I have to hand-wind the damn thing :)

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