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Kandar90

24 posts

Geek


  #1708310 23-Jan-2017 20:54
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Just about to call Orcon as experiencing fault within call centre window. Just ran a linetest and getting 5mb/s down and 8mb/s up. Could barely even get this page to show!

 

Here's the DSL stats as of now. Will post whatever the outcome of the call is but im not expecting much.  

 

 

 

 

 

 

 

 

Synchronized Time:

 

0:22:23:30 

 

 

 

Number of Synchronizations:

 

 

 

 

 

 

 

 

Mode:

 

VDSL2 Annex B

 

 

 

Traffic Type:

 

PTM

 

 

 

Status:

 

Up

 

 

 

Link Power State:

 

L0

 

 

 

Copper Loop(kft):

 

0.0

 

 

 

 

 

 

 

 

 

Downstream

 

Upstream

 

 

 

Line Coding(Trellis):

 

On

 

On

 

 

 

SNR Margin (0.1 dB):

 

91

 

86

 

 

 

Attenuation (0.1 dB):

 

123

 

0

 

 

 

Output Power (0.1 dBm):

 

148

 

-139

 

 

 

Attainable Rate (Kbps):

 

63347

 

9928

 

 

 

 

 

 

 

 

 

Path 0

 

 

 

Path 1

 

 

 

 

 

 

 

Downstream

 

Upstream

 

Downstream

 

Upstream

 

 

 

Rate (Kbps):

 

54764

 

9883

 

0

 

0

 

 

 

 

 

 

 

B (# of bytes in Mux Data Frame):

 

75

 

107

 

0

 

0

 

 

 

M (# of Mux Data Frames in an RS codeword):

 

1

 

1

 

0

 

0

 

 

 

T (# of Mux Data Frames in an OH sub-frame):

 

62

 

34

 

0

 

0

 

 

 

R (# of redundancy bytes in the RS codeword):

 

14

 

16

 

0

 

0

 

 

 

S (# of data symbols over which the RS code word spans):

 

0.0442

 

0.3454

 

0.0000

 

0.0000

 

 

 

L (# of bits transmitted in each data symbol):

 

16304

 

2872

 

0

 

0

 

 

 

D (interleaver depth):

 

613

 

359

 

0

 

0

 

 

 

I (interleaver block size in bytes):

 

90

 

31

 

0

 

0

 

 

 

N (RS codeword size):

 

90

 

124

 

0

 

0

 

 

 

Delay (msec):

 

7

 

8

 

0

 

0

 

 

 

INP (DMT symbol):

 

2.00

 

2.00

 

0.00

 

0.00

 

 

 

 

 

 

 

OH Frames:

 

39083574

 

6767964

 

0

 

0

 

 

 

OH Frame Errors:

 

0

 

9

 

0

 

0

 

 

 

RS Words:

 

2974487945

 

1009962

 

0

 

0

 

 

 

RS Correctable Errors:

 

671322

 

16483

 

0

 

0

 

 

 

RS Uncorrectable Errors:

 

0

 

0

 

0

 

0

 

 

 

 

 

 

 

HEC Errors:

 

0

 

0

 

0

 

0

 

 

 

OCD Errors:

 

0

 

0

 

0

 

0

 

 

 

LCD Errors:

 

0

 

0

 

0

 

0

 

 

 

Total Cells:

 

4190376349

 

0

 

0

 

0

 

 

 

Data Cells:

 

19574244

 

0

 

0

 

0

 

 

 

Bit Errors:

 

0

 

0

 

0

 

0

 

 

 

 

 

 

 

Total ES:

 

0

 

6

 

 

 

Total SES:

 

0

 

0

 

 

 

Total UAS:

 

19

 

19

 

 

 




Kandar90

24 posts

Geek


  #1708552 24-Jan-2017 11:24
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Just received an update from Orcon. 

 

Last night's call went a lot better than previous ones have.

 

This was the email I received today:

 

"Our sincerest apologies for the issues that you have been experiencing both with the internet and the customer experience.
There is an open investigation with our Tier 2 technical team that has been active since the 23rd. Once your case is with our Tier 2 team their time frame for a resolution stands at max 5 working days. We will be monitoring this issue for you to insure that it is resolved by/on the 30th of January at the very latest."

 

At this stage I'm mostly just posting now for information if others are curious/experiencing the same issue as me in the future. I've spend a lot of time looking for answers to my situation with no luck so hopefully this helps someone else too. 


Stiffler
3 posts

Wannabe Geek


  #1710363 26-Jan-2017 23:28
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Hi there,

 

A friend linked me to this website as it appears you are having the exact same issues I am having with about the exact same results with customer service as I am. Although I did get a call today telling me the reason why my internet is slow is due to network congestion around peak hours. I understand that is a possibility but as I am on a Gigabit connection I wouldn't really expect it to slow to a crawl. 

 

I will also point out I've only been a customer with Orcon for almost a week now but since the ISP change its just been terrible. We were getting 'slow' speeds (300down) on the old ISP for a higher price which is why we changed. In hindsight 300 down isn't really slow compared to what we're dealing with now. 

 

So you are not alone in this issue with good speed-tests but bad internet during peak times from about 7pm onwards. 




Sounddude
I fix stuff!
1928 posts

Uber Geek

Trusted
2degrees
Lifetime subscriber

  #1710471 27-Jan-2017 09:45
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Stiffler:

 

Hi there,

 

A friend linked me to this website as it appears you are having the exact same issues I am having with about the exact same results with customer service as I am. Although I did get a call today telling me the reason why my internet is slow is due to network congestion around peak hours. I understand that is a possibility but as I am on a Gigabit connection I wouldn't really expect it to slow to a crawl. 

 

I will also point out I've only been a customer with Orcon for almost a week now but since the ISP change its just been terrible. We were getting 'slow' speeds (300down) on the old ISP for a higher price which is why we changed. In hindsight 300 down isn't really slow compared to what we're dealing with now. 

 

So you are not alone in this issue with good speed-tests but bad internet during peak times from about 7pm onwards. 

 

 

Hi

 

Have you had discussions with our callcenter? Do you have a fault ticket open which I could look at?


Kandar90

24 posts

Geek


  #1713203 31-Jan-2017 11:15
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Stiffler:

 

Hi there,

 

A friend linked me to this website as it appears you are having the exact same issues I am having with about the exact same results with customer service as I am. Although I did get a call today telling me the reason why my internet is slow is due to network congestion around peak hours. I understand that is a possibility but as I am on a Gigabit connection I wouldn't really expect it to slow to a crawl. 

 

I will also point out I've only been a customer with Orcon for almost a week now but since the ISP change its just been terrible. We were getting 'slow' speeds (300down) on the old ISP for a higher price which is why we changed. In hindsight 300 down isn't really slow compared to what we're dealing with now. 

 

So you are not alone in this issue with good speed-tests but bad internet during peak times from about 7pm onwards. 

 

 

 

 

Hey @stiffler (nice name btw) 

 

So I've gone about things a little different since dealing with the call centre is wasting my time. One of my mates knows a guy who works at Orcon in NZ in Tier 2 Tech so I got him to look at my fault case. 

 

This is the answer I got from him:

 

"Seeing this issue more and more. Tier 3 won't look into it"
"Already submitted 5 cases myself to them but got denied everytime"
"Honestly he should switch to My Republic as they do VDSL too"
"Get him to escalate this issue with us and throw the words TDR (Telecommunications dispute resolution) to help opt out of his contract"

 

He also mentioned something along the lines of the issue being an uplink at Los Angeles, high latency caused by an upstream provider outside the network.

 

Needless to say I'll be calling Call Centre tonight and will ask to be escalated until someone understands that the reason I'm leaving is because the people who can investigate and possibly solve the issue don't want to. They might realise that it's worth actually looking into. If not there's always the facebook page to publicly claim their tech support isn't willing to look into the issue. 

 

 

 

@Sounddude - not sure at what level of the company you work at but may be interesting information for you. 


Kandar90

24 posts

Geek


  #1713447 31-Jan-2017 17:38
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Kandar90:

 

Stiffler:

 

Hi there,

 

A friend linked me to this website as it appears you are having the exact same issues I am having with about the exact same results with customer service as I am. Although I did get a call today telling me the reason why my internet is slow is due to network congestion around peak hours. I understand that is a possibility but as I am on a Gigabit connection I wouldn't really expect it to slow to a crawl. 

 

I will also point out I've only been a customer with Orcon for almost a week now but since the ISP change its just been terrible. We were getting 'slow' speeds (300down) on the old ISP for a higher price which is why we changed. In hindsight 300 down isn't really slow compared to what we're dealing with now. 

 

So you are not alone in this issue with good speed-tests but bad internet during peak times from about 7pm onwards. 

 

 

 

 

Hey @stiffler (nice name btw) 

 

So I've gone about things a little different since dealing with the call centre is wasting my time. One of my mates knows a guy who works at Orcon in NZ in Tier 2 Tech so I got him to look at my fault case. 

 

This is the answer I got from him:

 

"Seeing this issue more and more. Tier 3 won't look into it"
"Already submitted 5 cases myself to them but got denied everytime"
"Honestly he should switch to My Republic as they do VDSL too"
"Get him to escalate this issue with us and throw the words TDR (Telecommunications dispute resolution) to help opt out of his contract"

 

He also mentioned something along the lines of the issue being an uplink at Los Angeles, high latency caused by an upstream provider outside the network.

 

Needless to say I'll be calling Call Centre tonight and will ask to be escalated until someone understands that the reason I'm leaving is because the people who can investigate and possibly solve the issue don't want to. They might realise that it's worth actually looking into. If not there's always the facebook page to publicly claim their tech support isn't willing to look into the issue. 

 

 

 

@Sounddude - not sure at what level of the company you work at but may be interesting information for you. 

 

 

 

 

So Just called Orcon and it looks like I will be leaving Orcon as they are unable to fix this issue.

 

So apparently there is actually an ongoing investigation into the matter
It's just they didn't feel like telling me that.
The Aus NZ link is maxed out for international bandwidth"
tl;dr: it's gonna suck until they buy more bandwidth, no ETA currently on that

 

 

 

Off to myrepublic for me and I suggest the same for anyone out there having the same issues as me. 

 

Thanks for all the help to those that took the time to help me through the steps to this stage!:)

 

 


  #1713450 31-Jan-2017 17:39
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honestly why my republic?


 
 
 

Trade NZ and US shares and funds with Sharesies (affiliate link).
richms
28189 posts

Uber Geek

Trusted
Lifetime subscriber

  #1713453 31-Jan-2017 17:45
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Anyone but my republic!





Richard rich.ms

Kandar90

24 posts

Geek


  #1713458 31-Jan-2017 17:51
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Jase2985:

 

honestly why my republic?

 

 

 

 

Who would you suggest then? I've been told by a few neighbors and work colleagues they are good (maybe im being misled?)


  #1713460 31-Jan-2017 17:52
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Kandar90:

 

Jase2985:

 

honestly why my republic?

 

 

 

 

Who would you suggest then? I've been told by a few neighbors and work colleagues they are good (maybe im being misled?)

 

 

what research have you done?

 

look at the many threads on here about them. that should be enough to change your mind


Kandar90

24 posts

Geek


  #1713461 31-Jan-2017 17:59
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Jase2985:

 

Kandar90:

 

Jase2985:

 

honestly why my republic?

 

 

 

 

Who would you suggest then? I've been told by a few neighbors and work colleagues they are good (maybe im being misled?)

 

 

what research have you done?

 

look at the many threads on here about them. that should be enough to change your mind

 

 

 

 

Honestly mate - everywhere I look there is bad reviews about every ISP in NZ but my big issue is I need to access large image files from companies that love to send uncompressed image files that are GBs in size. 

 

I guess looking at it now considering my issue with Orcon is a lack of Bandwidth, this appeals to me from myrepublic:

 

"Protection from Peak Time Frustration

 

We buy more bandwidth per user than any other national ISP. This means all your streaming and gaming never gets compromised during peak hours."

 

 

 

I have the standard month before my connection with Orcon ends and will take your advise and spend a but of time here looking at the rest of the ISPs. 


TheKitchen
10 posts

Wannabe Geek
Inactive user


  #1713463 31-Jan-2017 18:08
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I strongly suggest forwarding your ticket number to @Sounddude :)


richms
28189 posts

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Trusted
Lifetime subscriber

  #1713486 31-Jan-2017 19:25
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They had all that stuff bragging about more bandwidth and left people with severe slowdowns for months all the while doing the helpdesk dodging the issue problem you are having at the moment. Perhaps go to an ISP without a history of slowdowns? Bigpipe, 2degrees?





Richard rich.ms

  #1713489 31-Jan-2017 19:32
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Kandar90:

 

 

 

I guess looking at it now considering my issue with Orcon is a lack of Bandwidth, this appeals to me from myrepublic:

 

"Protection from Peak Time Frustration

 

We buy more bandwidth per user than any other national ISP. This means all your streaming and gaming never gets compromised during peak hours."

 

 

 

I have the standard month before my connection with Orcon ends and will take your advise and spend a but of time here looking at the rest of the ISPs. 

 

 

Ask them to prove those claims, there is no way they can prove them as that information is confidential between the ISP and the provider.

 

If they dont respond or dont provide the answer do you really want to be with an ISP who misleads you?

 

As for bad stories with every ISP, yes thats true, but look at threads on here from Geeks, proportionally speaking there are a higher % of therads abour a few ISPs compared to others.

 

they are also not a member of the TDR (google it) that has to say something.


hio77
12999 posts

Uber Geek

ID Verified
Trusted
Lizard Networks

  #1713490 31-Jan-2017 19:34
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Kandar90:

 

 

 

Hey @stiffler (nice name btw) 

 

So I've gone about things a little different since dealing with the call centre is wasting my time. One of my mates knows a guy who works at Orcon in NZ in Tier 2 Tech so I got him to look at my fault case. 

 

This is the answer I got from him:

 

"Seeing this issue more and more. Tier 3 won't look into it"
"Already submitted 5 cases myself to them but got denied everytime"
"Honestly he should switch to My Republic as they do VDSL too"
"Get him to escalate this issue with us and throw the words TDR (Telecommunications dispute resolution) to help opt out of his contract"

 

He also mentioned something along the lines of the issue being an uplink at Los Angeles, high latency caused by an upstream provider outside the network.

 

Needless to say I'll be calling Call Centre tonight and will ask to be escalated until someone understands that the reason I'm leaving is because the people who can investigate and possibly solve the issue don't want to. They might realise that it's worth actually looking into. If not there's always the facebook page to publicly claim their tech support isn't willing to look into the issue. 

 

 

 

@Sounddude - not sure at what level of the company you work at but may be interesting information for you. 

 

 

@quentinreade may want to look here too.

 

 

 

I suspect your mate may be a little in the firing line for making a statement like that which has been attributed to being said by a rep...





#include <std_disclaimer>

 

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

 

 


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