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237 posts

Master Geek
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Topic # 195070 4-Apr-2016 22:21
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Something seems wrong with what Orcon Tech Support is telling me....

Background:
I have an Orcon Genius modem complete with Genius telephone handset. I've not had any problems accessing the internet or telephone with the recent exception of calling my Mom in Bairnsdale, Victoria.

Friday evening (April 1, 2016) I call tech support regarding the problem I've experienced calling Bairnsdale.

Tech Support tell me they need to reset my connection and run some tests. The lights on the modem go off, then the modem reboots but I've lost ADSL sync.

Tech Support get me to unplug my modem and plug a phone into the jack point and he seems surprised that the phone doesn't work (of course it wouldn't work, Orcon Genius is naked broadband with voip telephone).

Long story short, Orcon claim Chorus have checked the connection this afternoon at my property (I did not see or hear them despite being home all day) and now Orcon claim the fault is with my wiring and will not take any further action until I pay for an independent tech to check my wiring.

What are odds of my wiring failing at the precise moment Orcon reset my connection???

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Webhead
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Uber Geek
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  Reply # 1526082 4-Apr-2016 23:33
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I am not surprised Orcon gives you the run around. Been there done that.

 

Almost anything is possible, but does sound like a very strange coincidence.





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Vocus

  Reply # 1526089 5-Apr-2016 00:21
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That does sound rather odd, would you care to PM me with your Orcon account number, and I will follow up for you in the morning?  Thanks.


 
 
 
 


xpd

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  Reply # 1526166 5-Apr-2016 08:42
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So because you could not call one number, they assumed it was your equipment/line ? That's screwed up....  I think that CSR needs some training in logical process. 

 

 





XPD / Gavin / DemiseNZ

 

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Geek


  Reply # 1526621 6-Apr-2016 00:16
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Is your "modem" still configured for ADSL as opposed to UFB (check setting on Wizard page)?

 

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Master Geek
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  Reply # 1527356 6-Apr-2016 22:11
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An update on my Orcon problem.

Carl, a very helpful tech from Chorus contacted me today and after several phone conversations with him and Carl talking with Orcon, it seems somehow Orcon's records had been incorrectly changed back in January and those records no longer reflected my equipment.

I hasten to add that at no time since I started using Orcon in August 2011did I request any changes or use anything other than my black Orcon Genius.

As of around 3.00pm today my phone/internet are fully operational.

A big thanks to Dan (ubergeek ?) for his assistance in getting this matter resolved..

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  Reply # 1527362 6-Apr-2016 22:32
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Glad that it got resolved, anyway.  Sorry for the trouble.

 

BTW now you're back online, is the original fault solved?  If not please do drop me another PM, and I will look into that fault personally.




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Master Geek
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  Reply # 1527864 7-Apr-2016 18:51
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Dan,
Whilst I was offline other people started reporting to my Mom that they were also having problems getting through to Mom.

The intermittent fault turned out to be caused by her bedroom phone which she rarely uses. The Telstra tech unscrewed the cover on the phone and discovered fried circuitry, presumably a lightning strike on the line (a common occurrence in Australia).

Because the fault was intermittent, it took the technician around 2.5 hours to locate the issue.

I'm quite relieved it's been sorted as my Mom is 93 and needs a reliable service for her Vital-Call system.

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