Hi Geekzoners, please help me with Orcon.

My poor old mum has had the misfortune of joining Orcon's Genius (a misnomer if ever I heard one) and for the last four days her phone and internet keeps dropping out. She can't get through a single phone call without getting disconnected.

When the VoIP phone or the internet disconnects it just simply stops and the "ADSL" and "Phone" light on the modem go out then red. The Wifi one stays on though. The Wifi seems to be working fine in fact. At least that's what my laptop says. My laptop says that the problem is between the modem and the ISP. This lasts between a few minutes and a few seconds.

When I go to the modem settings page (10.1.1.1) it agrees that the problem is between modem and ISP. It also says that the IP Address is 0.0.0.0.

There is only one phone jack in the house being used and it never had a problem before. The phone is plugged into the modem. I have reset the modem a dozen times, both hard and soft resets, but it doesn't help. The firmware is 1202.

I have contacted Orcon by phone but they have no idea what to do and at one point I couldn't even phone them (from my cell phone, not my mum's broken VoIP) because their lines were garbled. What kind of telecommunications company fails to telecommunicate?! I tried to use their website to email them but that doesn't work either, it keeps asking me to authenticate myself. I've spoken to more than five people there and they say the Tier 2 will call me but I guess they are using Orcon because they haven't called.

If this is a problem with Orcon then can someone from Orcon please help? If this is not Orcon's fault then does anyone know what it could be?

Thanks in advance.