Orcon Senior Tech Support Please Help

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Orcon Senior Tech Support Please Help

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variable

124 posts

Master Geek

#1734022 9-Mar-2017 21:44

coffeebaron: Do you have a master filter installed?

I assume so, the technician came and installed the little white box above the phone jack for the VDSL.

Satch

1985 posts

Uber Geek

#1734347 10-Mar-2017 12:52

Jase2985:

just because you have done troubleshooting yourself, doesnt really mean you can skip that that the help desk. just play the game with the help desk staff and you might get somewhere.

I guess you've never had the pleasure of dealing with the Orcon helpdesk in Malaysia or wherever it is... I feel the OP's pain.

Jase2985

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#1734352 10-Mar-2017 12:59

ive had the pleasure of dealing with sparks in the philippines? though

Satch

1985 posts

Uber Geek

#1734367 10-Mar-2017 13:19

My point is that they only ever offer the very helpful suggestions of either rebooting your modem or resetting it to factory. Anyone with an interest in tech or a few clues about these things tend to do this before they call. I'm happy with them offering this as a possible solution until you tell them that you tried their suggestions prior to calling but they insist this is all you can do to fix the issue.

Jase2985

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#1734408 10-Mar-2017 14:46

and thats well and good but they have a process they have to go through too, if you dont want to do that, thats your choice, but i wouldn't expect you would get to far with tech support.

Satch

1985 posts

Uber Geek

#1734414 10-Mar-2017 14:53

Jase2985:

and thats well and good but they have a process they have to go through too, if you dont want to do that, thats your choice, but i wouldn't expect you would get to far with tech support.

I'm not sure if you are reading my posts correctly but where did I say I didn't want to follow their processes? When I ring them after I've already tried rebooting and factory resetting and all they tell me is to do the very same things (after I've told them I've tried this already), but they insist that is the resolution, the help becomes useless.

variable

124 posts

Master Geek

#1734438 10-Mar-2017 15:53

I appreciate the help I received here.

I think I am done with the Orcon helpdesk and everything else, I will just sit on my sh*t connection until I move my house in a few months, then I will cancel my 2 existing Orcon accounts. I bet they don't care anyway.

recalling when I had issues with my fibre connection on my previous house:

http://www.geekzone.co.nz/forums.asp?forumid=82&topicid=114232&page_no=45

If I remember correctly, I was the one who complained again about the connection issue and it turned out that Orcon didn't have enough international traffic capability and ultimately they fixed it by purchasing more traffic.

Just imagine if I were going through the help(less)desk to troubleshoot, I remember one person on the phone told me:

"Your slow speed[worse than ADSL2], is because it's peak hours, there is nothing we can do."

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variable

124 posts

Master Geek

#1735066 11-Mar-2017 22:20

Have a look at the graph from linetest, the connection drops every 2 seconds during the test, this is the lag I am talking about.

https://goo.gl/photos/8mQbdzfe2qhqcTFY9

If the problem were due to upload traffic saturated, I would have gotten very slow download speed.

ubergeeknz

3344 posts

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Vocus

#1735328 12-Mar-2017 15:47

variable:

Have a look at the graph from linetest, the connection drops every 2 seconds during the test, this is the lag I am talking about.

https://goo.gl/photos/8mQbdzfe2qhqcTFY9

If the problem were due to upload traffic saturated, I would have gotten very slow download speed.

Based on your line stats from earlier in the thread, this looks like a fairly normal speedtest. If your line stats have dropped significantly since you had the service, maybe you have a line fault?

---

This information reflects the current status of your WAN connection.

B0 Traffic Type:	PTM

B0 Line Rate - Upstream (Kbps):	793

B0 Line Rate - Downstream (Kbps):	17583

hio77

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Lizard Networks

#1735428 12-Mar-2017 21:01

That does look like an odd drop only affecting DS1 by the looks of it.

What i would recommend here is asking Orcon to run a 24 LQD and have it submitted to chorus assure to analyse the results and see if they can't see it.

Very likely could be a line fault (or even filter/cable) but obviously you need someone who can read the LQD's indepth to look for the telltail signs there. Simply pushing for a tech out will end up charging you if the tech can see the sync speed and say NFF.

as Dan points out though the upload speed atleast does seem within spec for your line.

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

hio77

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Lizard Networks

#1735431 12-Mar-2017 21:03

Satch:

Jase2985:

just because you have done troubleshooting yourself, doesnt really mean you can skip that that the help desk. just play the game with the help desk staff and you might get somewhere.

I guess you've never had the pleasure of dealing with the Orcon helpdesk in Malaysia or wherever it is... I feel the OP's pain.

as someone who deals with the business side of things for another RSP and picks up a few offshore cases that don't go as planned, i can understand the pain.

However it is actually more of a rare case where things do not go well there and often are the same rep (which is fed directly back to relevant staff to resolve the issue) - I have personally seen a general improvement here which is certainly positive for customer experience.

i expect the same process would be present for orcons offshore helpdesk, Keep at it don't just give up and stamp you feed on a box :)

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

variable

124 posts

Master Geek

#1735540 13-Mar-2017 09:12

So... I mentioned I have 2 orcon accounts, I went to my parent's place (the other account with fibre connection), and also experienced suboptimal result, international traffic was slow, eg. youtube vids were very slow to load. My brother-in-law took out his laptop and tried battlefield 1 and couldn't even connect to the server... coincidence?

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