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286 posts

Ultimate Geek
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Topic # 162163 31-Jan-2015 00:00
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Not great. Signed up for transition of my fibre/voip services from orcon. 
After a couple weeks...asked about my switch over from orcon fibre, they advised a project plan will need to be done etc.
At which point I said hey it's just a switch over.
A few hours later my connection to orcon was cut. Rung up MYR a bit confused and was told my switch had happened..ok thanks.
However...no internet..this was Wednesday.  No internet since, phone calls are going out but none coming in.  
The help desk say either their noc guys are looking into it or it's with UFF.
I've been told I have to wait till Monday before I'll be updated sooo I'm not a happy camper. Internet heavy house with work and school starting, no real landline also starting to become an issue. Although on the plus side - I got a txt today saying my number will be ported over on Monday! 

I have an idea what might be going on but I'm guessing it isn't being escalated properly.


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22 posts

Geek
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  Reply # 1225754 31-Jan-2015 08:34
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My experience to date is they seem pretty clueless, no more than the others really. I'm almost a month and a half in, still no fibre with my Republic.



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Ultimate Geek
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  Reply # 1225792 31-Jan-2015 10:55
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scott0812: My experience to date is they seem pretty clueless, no more than the others really. I'm almost a month and a half in, still no fibre with my Republic.


As in you signed up for an install and nothing has happened yet?

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Master Geek
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  Reply # 1225795 31-Jan-2015 11:28
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scott0812: My experience to date is they seem pretty clueless, no more than the others really. I'm almost a month and a half in, still no fibre with my Republic.


Most likely your LFC's fault actually. My friends install has had no end of delays and is finally scheduled for an install 9/2, order placed early December. Another friend had an existing install, signed up with MR and the only delay was the courier company getting their router to them.



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Ultimate Geek
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  Reply # 1225819 31-Jan-2015 12:16
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Lol a UFF truck just turned up outside. Sadly just the neighbouts pre install.

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Geek
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  Reply # 1225831 31-Jan-2015 12:33
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Waited a month, install finally scheduled , day before they check and say it needs an mdu design, consent and approval from chorus or some such. Should have known that and been on top of it will before a day before imho. They already obtained landlord consent in that 1 month after much prodding along on my part. There seems to be no idea end to end what's needed or happening from the players, they work it out when each step in the process does his part. Need a project manager type function.

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Uber Geek
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  Reply # 1225856 31-Jan-2015 13:13
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Oh well, I guess like most ISP's, most of the time it goes fine and a few times it doesn't - you just have to hope you get to be in the former category.

For me, ordered off MR on 11th Jan, installed on 21st Jan. Very simple install though. Admittedly Chorus cut the copper next-door and not to us, but not MR's fault, and it got fixed after a few online chats.

Hope it works out for you soon..




rb99




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Ultimate Geek
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  Reply # 1227782 2-Feb-2015 15:18
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So the UFF tech came out.  Basically scratched his head and said why am I here?, yelled at the helpdesk for trying to take him through basic troubleshooting.  Replaced the ONT and said 'nothing more I can do' (quite rightly).  

What a clusterfudge...

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Ultimate Geek
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  Reply # 1228983 2-Feb-2015 20:40
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PottsyNZ: So the UFF tech came out.  Basically scratched his head and said why am I here?, yelled at the helpdesk for trying to take him through basic troubleshooting.  Replaced the ONT and said 'nothing more I can do' (quite rightly).  

What a clusterfudge...

Sounds like a very bad time indeed.
Not to slander or anything but what seems worse is that whoever was representing MYR hasn't appeared around here in a long time, so I'm assuming they forgot about the people who are on MYR and who are on Geekzone or they really dropped the ball on this. freitasm this seems increasingly shady in my honest opinion. 





You can also follow me on twitter here @kiwifortw I do twitch streams every now and then at twitch.tv/kiwiforthewin :)

HTTP 404 Sarcasm not found.

BDFL - Memuneh
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  Reply # 1228995 2-Feb-2015 20:58
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kiwikiwi: freitasm this seems increasingly shady in my honest opinion. 


Nothing much I can do, sadly. It reflects on the company if they start interacting and suddenly stop.







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Ultimate Geek
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  Reply # 1229011 2-Feb-2015 21:17
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Yeah I reached out to him before I posted. I do feel for the help desk guys who hear from me daily, I get the idea the they just don't have the resources human or otherwise to deal with tricky probs.

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  Reply # 1229036 2-Feb-2015 21:54
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Not that they were seriously on my list of potential ISP's but they are gone from any possible install I'd be involved in.

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Ultimate Geek
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  Reply # 1230212 3-Feb-2015 09:38
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What seems funny to me about this whole situation is that I did the same move and from what I understood nothing happened at either end until all the relevant boxes had been ticked.

Before I signed up to MyR, I called Orcon to say I was leaving what could they do. Nothing ok,

1. Sign up to MyR, wait for Router (Mid October 2014)
2. Call Orcon again and say leaving, 30 days notice etc, but Orcon say wait till you are cut over.
2. Provide MyR connection Orcon details, so they could provide UFF my Orcon connection ID. (Mid November 2014)
3. UFF visit premise, even though I already have everything setup. UFF call UFF to say all good and stop wasting my/UFF time. (End November 2014)
4. MyR send router and schedule time to change over (Mid December).
5. Router arrives, change over happens a day after scheduled, after I chase MyR who chase UFF
6. I call Orcon to cancel services and account, again told to wait till VOIP completely migrated. Ok fine with that even though the phone didn't work at all at that stage.
7. Chase MyR for next week trying to get UFF to sort the phone migration. Some issue with the ONT Tel1 port not setup correctly by UFF.
8. All changed over, call Orcon on the 23rd or 24th Dec to cancel, they back date to 14th Dec as that's when Fibre cut over.
9 All working ok.


Yes a lot of chasing involved but it was simple to chat on the MyR website with Kim an Caleb. They went straight off to UFF every time to try different things etc.

I guess my point is that all the ISP's have to deal with customers and Chorus or UFF. The situation at this stage how many years into UFB rollout is not smooth and seems to be getting worse with more people signing up to UFB.



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Ultimate Geek
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  Reply # 1230381 3-Feb-2015 11:42
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Txt this morning:

"please make sure your router is plugged into lan1 on the ONT

Sigh.

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Ultimate Geek
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  Reply # 1230382 3-Feb-2015 11:44
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Oh, ONT TEL1 ports on UFF.  I had that issue.  It got fixed eventually - very glad I got a Port 2 install so my existing Orcon service was unaffected.

I've just got my number ported over ... and incoming calls aren't working.  Time for more tickets.

Having said this, I will stay with them.  Most of my problems appear to be due to my LFC (UFF).  And they will give me things that I want, but Orcon won't offer: a static IP on an unlimited plan, voice via the ONT, and the ability to use my own router without going into customer service hell when something breaks.  As far as I can tell, no one else with a handover in Whanganui offer these features.

(Hilarious Orcon retention story: they told me they could sell me something comparable, and then had to keep calling back after I said "OK I'll sign up for another 12 months yet" with "oh, no, we can't do that sorry, we can do this instead."  Eventually I told them that I was definitely cancelling.)



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Ultimate Geek
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  Reply # 1230397 3-Feb-2015 11:53
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deadlyllama: Oh, ONT TEL1 ports on UFF.  I had that issue.  It got fixed eventually - very glad I got a Port 2 install so my existing Orcon service was unaffected.

I've just got my number ported over ... and incoming calls aren't working.  Time for more tickets.

Having said this, I will stay with them.  Most of my problems appear to be due to my LFC (UFF).  And they will give me things that I want, but Orcon won't offer: a static IP on an unlimited plan, voice via the ONT, and the ability to use my own router without going into customer service hell when something breaks.  As far as I can tell, no one else with a handover in Whanganui offer these features.

(Hilarious Orcon retention story: they told me they could sell me something comparable, and then had to keep calling back after I said "OK I'll sign up for another 12 months yet" with "oh, no, we can't do that sorry, we can do this instead."  Eventually I told them that I was definitely cancelling.)


Yeah for all the problems I'm going to hang in there.  Given they supply static (cheaply) on unlimited...are fine with servers being run...give you a good router and don't care if you flash it to dd-wrt..it's a sweet deal..when it works!

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