New Genius user, on 2nd modem, no connection since Wed last week. Probably an Alarm issue

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jph300

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Geek

#126909 23-Jul-2013 16:29

Hi there,

I signed up to Orcon Genius a few weeks ago as our exchange was upgraded to RFB (not UFB) in June - off Scenic Drive in Auckland, and I wanted the $99 Unlimited plan. I have not had phone or interned since the service was 'activated' on Wed 17th July. I have spent time with support on Thurs and Fri testing different jackpoints. I let them know we had an alarm with telephone connection in the house, but we did not use the monitoring feature. When nothing had changed by yesterday, I called again and was informed Faults decided I had a faulty modem. A replacement modem turned up today. Still no connection.

We have an alarm that is wired to our phone line, though it was installed by previous house owners and we've never had a monitoring service. For a week or so now, about 3 times a day, the alarm (An EDM Solution 8) makes 4 loud beeps from the outside speaker box, and this may be coinciding with the dial tone being dropped due to the naked broadband activation and is some sort of error signal (can't find anything in the Alarm manuals about this though).

Having read this thread (link may be being dropped as this is my first post: geekzone.co.nz/forums.asp?forumid=82&topicid=88698) I saw:

A chorus tech turned up, checked our line and decided it was because the ph line was wired to go via the alarm first (we've had broadband on the same line for years), so he fixed that and whammo, the lights lit up and we were away.

I have no doubt that this is also the issue here, so how do I go about getting a Chorus tech out to do the above - can I get them out myself, or does Orcon have to set it up? How much is it likely to cost? Or does Orcon subsidise these callouts?

Regards,
JP

PeterReader

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#864426 23-Jul-2013 16:29

Hello... Our robot found some keywords in your post, so here is an automated reply with some important things to note regarding broadband speeds.

If you are posting regarding DSL speeds please check that

- you have reset your modem and router

- your PC (or other PCs in your LAN) is not downloading large files when you are testing

- you are not being throttled by your ISP due to going over the monthly cap

- your tests are always done on an ethernet connection to the router - do not use wireless for testing

- you read this topic and follow the instructions there.

Make sure you provide information for other users to help you. If you have not already done it, please EDIT your post and add this now:

- Your ISP and plan

- Type of connection (ADSL, ADSL2, VDSL)

- Your modem DSL stats (do not worry about posting Speedtest, we need sync rate, attenuation and noise margin)

- Your general location (or street)

- If you are rural or urban

- If you know your connection is to an exchange, cabinet or conklin

- If your connection is to a ULL or wholesale service

- If you have done an isolation test as per the link above

Most of the problems with speed are likely to be related to internal wiring issues. Read this discussion to find out more about this. Your ISP is not intentionally slowing you down today (unless you are on a managed plan). Also if this is the school holidays it's likely you will notice slower than usual speed due to more users online.

A master splitter is required for VDSL2 and in most cases will improve speeds on DSL connections. Regular disconnections can be a monitored alarm or a set top box trying to connect. If there's an alarm connected to your line even if you don't have an alarm contract it may still try to connect so it's worth checking.

I recommend you read these two blog posts:

- Is your premises phone wiring impacting your broadband performance? (very technical)

- Are you receiving a substandard ULL ADSL2+ connection from your ISP?

I am the Geekzone Robot and I am here to help. I am from the Internet. I do not interact. Do not expect other replies from me.

These links are referral codes: Sharesies | Mighty Ape

lucky015

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#864444 23-Jul-2013 16:38

Simple answer is to get an alarm tech in to look at it, Any decent alarm tech these days should be familiar with how things need to be with broadband on the line and what to do for it, Ensure all monitored features are disabled.

Chorus need to be booked through the ISP and is a chargeable and expensive call-out for most things, Also very rarely subsidised by ISP's except in specific circumstances.

jph300

11 posts

Geek

#864451 23-Jul-2013 16:39

But if a Chorus tech will do it for free on Orcon's recommendation, I'd rather go that route. Though yes, I'll also get in touch with an alarm company for a quote.

lucky015

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#864460 23-Jul-2013 16:53

jph300: But if a Chorus tech will do it for free on Orcon's recommendation, I'd rather go that route. Though yes, I'll also get in touch with an alarm company for a quote.

From what you have said it appears there is a physical issue, This leaves 2 possibilities:

1. Wiring issue outside the property - Chorus - Free
2. Wiring issue inside the property - Chorus or private electrician/alarm technician - Chorus probably twice what it'd cost privately.

If you are correct in assuming it is the alarm it is likely a simple matter but something Chorus will charge quite a bit to fix, Determining you are correct can not be done without someone assessing the lines.

jph300

11 posts

Geek

#864463 23-Jul-2013 16:54

OK, thanks, I'm writing an email to an alarm company currently...

FireEngine

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#864483 23-Jul-2013 17:15

Try powering down the alarm (remove both mains and the backup battery) to start with, it is usually switching breaks as it dials or tests the line that is the issue. This can occur whether monitored or not.

No, we wont knowingly pay Chorus to fix a customer alarm issue.

Having Orcon staff on here is swings and roundabouts eh? ;-)

Regards FireEngine

jph300

11 posts

Geek

#864484 23-Jul-2013 17:17

Ha, yes. Thanks for the advice - will try that tomorrow (once i determine if that will erase the entry codes etc!).

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FireEngine

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#864522 23-Jul-2013 18:12

I would think it may well erase the codes so at your own risk....

Regards FireEngine

jph300

11 posts

Geek

#866702 26-Jul-2013 16:30

OK, I got an alarm tech out, the intermittent beeping likely an old battery in the outside speaker box. He has bypassed the alarm with the phone line, but still no ADSL synch. I've factory reset the modem just
in case, and still nothing.

~~How do I go about organising a Chorus tech to come out and fix this?~~

Edit: Never mind, according to Orcon customer support a line tech has already been booked.

jph300

11 posts

Geek

#868513 30-Jul-2013 13:46

Well, after 2 weeks a tech was sent to the exchange and fixed whatever the problem was. Didn't need to come to my house. I wish the Orcon helpdesk had listened to me when I told them that I thought something was not done properly at the exchange, rather than faff about sending me replacement routers.

So, 2 weeks into the billing cycle with no phone and no internet, and I should finally have a connection (in about 4 hours, apparently, when the ppp info propagates or something).

FireEngine, Can I talk to someone about a price break or a waver of the setup fee or something? I've probably spent $100+ on mobile broadband top-ups with vodafone, and a $100 alarm tech callout fee... :(

FireEngine

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#868530 30-Jul-2013 14:05

jph300: Well, after 2 weeks a tech was sent to the exchange and fixed whatever the problem was. Didn't need to come to my house. I wish the Orcon helpdesk had listened to me when I told them that I thought something was not done properly at the exchange, rather than faff about sending me replacement routers.

So, 2 weeks into the billing cycle with no phone and no internet, and I should finally have a connection (in about 4 hours, apparently, when the ppp info propagates or something).

FireEngine, Can I talk to someone about a price break or a waver of the setup fee or something? I've probably spent $100+ on mobile broadband top-ups with vodafone, and a $100 alarm tech callout fee... :(

PM me your account details please.

Regards FireEngine