ORCON - cancelling a plan change I didn't ask for resulting no internet for the weekend

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › ORCON - cancelling a plan change I didn't ask for resulting no internet for the weekend

terencet84

13 posts

Geek

#225729 2-Dec-2017 21:42

Hi guys,

I've read some threads from previous years mentioning the same experience I am going through right now, but the story goes....

I got Orcon to cancel an upgrade from my current Fibre100/20 to Gigantic Fibre, and the processing went through on Friday (1st Dec). Have had uninterrupted fibre for the last 2 weeks (only got it installed!).

Got home from work on Friday and found no internet, and I thought to myself, weird. Did the normal on/off modem and ONT, diagnostics. But nothing worked.

What I am getting on my Netcomm modem is a flickering DSL light, and fully lit (green) WAN light.

The ONT is green on both power and optical, but flickering yellow on LAN 1.

I have been calling Orcon helpdesk up (a lot), 4 times on Friday, and 2 times on Saturday. Apparently, according to on of their reps a whole page of a ufb configuration on their end was left blank during this whole process, presumably when they cancelled the change of plan.

Anyhows, I have been following up like mad with Orcon help desk, they even had the cheek to open a fault, and then close it saying everything has been fixed. Called them back saying nothings cahnged and the rep said, true, can't the modem connecting to the network.

Any of you guys know what to do in this case? Is there something I can do on my end to make this a less painful process?

Cheers,
T.

bameron

305 posts

Ultimate Geek

Trusted

2degrees

#1912481 4-Dec-2017 08:54

Hi there,

I'm sorry to hear about the problems with your connection over the weekend. If it's still down, please PM me with your account details and I'll make sure the team are across this.

Cheers,

Cam

terencet84

13 posts

Geek

#1912639 4-Dec-2017 13:05

So apparently this was caused by Orcon not having the same plan on their systems as Chorus.

Orcon cancelled the upgrade to Gigafibre, but not on the Chorus end. So there was an authentication problem.

Today I have a Orcon Giga fibre plan, so at least the internet is working. I am quite afraid of changing my plan again now....

To those out there, never put through 2 orders at a time with Orcon. I requested a cancel of an upgrade (from bundled fibre 100 to giga fibre), and also a change from bundled fibre 100 to naked fibre 100. Everything went to hell.

Coil

6614 posts

Uber Geek
Inactive user

#1912641 4-Dec-2017 13:08

terencet84:

To those out there, never put through 2 orders at a time with Orcon. I requested a cancel of an upgrade (from bundled fibre 100 to giga fibre), and also a change from bundled fibre 100 to naked fibre 100. Everything went to hell.

This would apply for any circumstance with Chorus and ISP, They only allow one open service order at once for this reason.
The fault was due to orcon not cancelling the open service order with chorus for a plan change or they got to it too late and they never processed their end.

terencet84

13 posts

Geek

#1912642 4-Dec-2017 13:11

Didn't quite realize going from a Fibre 100 plan (with voicemail) to a Fibre 100 plan Naked was a (one) change. I had assumed it was a flick of a switch.

Wish me luck in getting my plan downgraded.