Degradation of Orcon systems & customer support?

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Degradation of Orcon systems & customer support?

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4 posts

Wannabe Geek

#100023 1-Apr-2012 19:15

We have been using Orcon for a number of years, and seem to have noticed that recently standards have dropped, a lot.

For the past 4 - 5 months I have been trying to resolve an ongoing speed / data transfer fault to no avail.

Sync rates on our Orcon 'Genius' are at 9Mbit. This is okay, but a few years ago we were sitting pretty at 18Mbit. I assumed this could possibly be due to orcon's UCLL network not running of new fibre cabinets in the area, but there are various other customers on our street, with TelstraClear, getting in excess of 20Mbit.

After the usual nonsense phone calls, being told to isolate (it's naked DSL, no other devices), we were told the house alarm could be interfering.. fair enough. It was removed. No difference.. called back. Asked to do another Orcon diagnostic.. (come on, sync rates.. you can check these on your end). A month after submitting these results, no response.. so I reply to the ticket email. "sorry this ticket has been resolved and closed"..

Start another ticket. 3 weeks later.. "sorry, you have not provided enough information for us to bring up the account". So apparently the account holders name, phone number, and username aren't parameters which can be searched for in the Orcon system. Nice.

So yet again, I'm on hold desperately trying to get a Chorus linesman out to investigate the line / swap the port etc..

Is 4 months a reasonable amount of time to wait to have a simple chorus fault booked? Would it be advisable to go to TDR?

Also, is anybody else having intermittent data issues through to orcon?

Pinging 60.234.8.201 with 32 bytes of data:
Reply from 60.234.8.201: bytes=32 time=20ms TTL=126
Reply from 60.234.8.201: bytes=32 time=21ms TTL=126
Reply from 60.234.8.201: bytes=32 time=242ms TTL=126
Reply from 60.234.8.201: bytes=32 time=135ms TTL=126
Reply from 60.234.8.201: bytes=32 time=21ms TTL=126
Reply from 60.234.8.201: bytes=32 time=21ms TTL=126

This morning I was getting between 20ms & 1000ms just to Orcon.

tldr; countless attempts to follow procedure to sort out a degraded connection, and getting the run around for 4 months. next step? terminate services and move on or TDR?

sbiddle

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#603434 1-Apr-2012 19:38

First off their is a process that needs to be followed before you can complain to the TDR. You've made no mention of lodging a format complaint with Orcon so you're not going to be able to lodge a complaint with the TDR.

My suggestion would be to read my blog post from last year on this very issue http://www.geekzone.co.nz/sbiddle/7872

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4 posts

Wannabe Geek

#603471 1-Apr-2012 20:45

Hey Steve, thanks for the info. I didn't realise the complaint had to be a formal one to go through TDR, next time I have an hour or two to spare I'll call Orcon I suppose. I guess you can't formally complain via email? I did consider the fact that me being on ucll could have slowed the sync rates, but that wouldn't really stack up if a neighbour was also on ucll, getting double the sync. as well as the fact that since being on UCLL, the sync rates have dropped at a rate of mayb 3Mbit per year.

Either way, I think a formal complaint is all I can really do now! thanks for the input

sbiddle

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#603485 1-Apr-2012 21:08

The TDR website details the exact process which I'm assuming you haven't read. The TDR website clearly needs to be your first point of call if you want to actually use their fault resolution process.

There are many reasons why your speed could have dropped, but nobody is going to be able to offer you any advice without knowing if your MPF comes from a cabinet or an exchange and you haven't made that clear. My blog post details exactly how to tell if you're on a wholesale or ULL connection, and are on a MPF pair that originates on a cabinet or exchange. You also haven't explained your home wiring. Unless your modem is connected directly to the demarc point with NO additional jackpoints anywhere in the house connected this will also be impacting your maximum speeds.

Simple reality is if you're on a ULL connection and your MPF originates at a cabinet then statistically speaking you will be receiving a substandard DSL sync rate vs a wholesale connection from the cabinet ISAM.

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4 posts

Wannabe Geek

#603507 1-Apr-2012 22:04

I'm running direct to exchange, on UCLL. Being Naked DSL, there is one jack point in the house in use, by the modem, all other points are part of the internal wiring but not in use by any other cpe. As noted, the alarm system has been removed from the wiring. All JP's test within 10% of each other.

In terms of a direct connection from the modem to the demarcation point, this has not been done. I have wiring maintenance, but as mentioned I have not yet been able to convince Orcon to get a technician to attend.

Thanks

sbiddle

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#603539 2-Apr-2012 06:18

The first thing you need to do is either install a master filter or remove all the other jackpoints to eliminate your wiring. It doesn't matter whether you have naked DSL - these other jackpoints are still causing reflections on the line that have the ability to mess with DSL signals. Wiring maintenance doesn't cover installation of a master filter.

You still haven't mentioned whether your MPF comes from a cabinet or exchange. if it is from a cabinet moving to a wholesale connection will improve your sync.

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Wannabe Geek

#603561 2-Apr-2012 08:05

The first line says that I am running direct to the exchange.. Not the cabinet. I don't believe it's a troubleshooting step for the end user to have a private technician attend to install hardware that isn't necessarily causing the fault. This should be something done on advise from a Chorus technician if the sync tests significantly higher from outside than inside.