So sick of this (no support)

Forums › Vocus (including Slingshot, Orcon, Flip, Stuff Fibre and CallPlus) › So sick of this (no support)

tchart

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#112938 28-Dec-2012 12:05

Right, since the 23rd we've had intermittent connectivity issues. The internet will go down and we will have to reset the Genius a few times before it comes back up. Sometimes its 5 or 6 times before it works. Then itll work for 20 minutes or so and then go down again.

I rung on the 24th and they said someone would call me back. No call.

Then no support over xmas/boxing day. Fair enough.

Ring back 27th. Guy does some diagnosis, decides to escalate call. Promises someone will call and a Chorus tech will come and look that day. Stayed at home all day. Nothing.

Ring back today. No update on the ticket. Lady asks me to reset the Genius. Comes back up with no internet and now no phone. Then proceeds to tell me that i may have to wait 10 working days. Also said the call on the 24th was NOT logged as a ticket.

So really so sick of this. UFB is meant to be bullet proof. At this point im willing to pay the early termination fee and go back to Telecom.

Rant over...

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#738492 30-Dec-2012 09:13

Still not having any joy. Internet drops out frequently.

Interestingly when it works Speedtest.net reports 10-17mbps but the upload hangs/doesnt work. If the upload completes it says something ridiculous like 90kbps.

Anybody ever seen this behaviour?

NonprayingMantis

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#738493 30-Dec-2012 09:14

Where do you get the idea that ufb is supposed to be bullet proof?

tchart

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#738499 30-Dec-2012 09:34

NonprayingMantis: Where do you get the idea that ufb is supposed to be bullet proof?

True, maybe not bullet proof but less to go wrong and more consistent? My point is that its erratic. International speeds aside our experience has been very poor. Not sure if this is due to the fibre install, Genius hardware or both. Its just frustrating which is compounded by poor support.

linw

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#738530 30-Dec-2012 11:06

You've been dead unlucky to have this happen right on holiday season.

Does your ONT look normal? For reference, mine flashes the 'Optical' LED at around two times a sec for about 15 sec then it goes solid for 15-20 sec or so, then repeats the flashing sequence ad infinitum. The 'LAN1' LED flashes with data.

Is your Genius on v1423 firmware?

At least ORCON/Chorus have the international speeds sorted, now!

All the best and hope this gets sorted asap.

tchart

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#738623 30-Dec-2012 17:37

Linw, Genius is on 1400. Yesterday Orcon rung me while I was driving (so spoke to the wife) and mentioned a firmware update. They said they would push it straight away but 24 hours later nothing.

They did mention that it could be a firmware issue.

Lets hope it fixes the issue.

AKLWestie

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#738630 30-Dec-2012 17:40

Try tweet / twitter them, you might get support faster thru that.

tchart

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#738641 30-Dec-2012 17:52

Linw, our ONT is behind the TV so cant easily see the labels.

From left;

Light 1 = constant
Light 2 = constant/blinking, constant for around 5-6 seconds then blinks for around 90 seconds
Light 4 = almost always blinking (is this the data one?)

cws82us

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#738757 31-Dec-2012 01:18

i got so mad i changed to snap.

bameron

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#738797 31-Dec-2012 10:00

Hi there,

Sorry to hear about the issues you've had - PM me with your username or account number and I can see where the team are at with this.

Cheers,

Cam

tchart

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#738833 31-Dec-2012 11:30

Cam, thanks I'll PM you. Firmware was updated this morning (got a call from Brad). Just testing it out now. Speedtest is still spluttering during upload. Will see how I go.

tchart

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#738834 31-Dec-2012 11:39

Cam, restarted modem and now speedtest is no longer choking. Download is around 20mbps and upload is around 10mbps. Seems to have fixed the upload issue. Lets hope its nice and stable too :-)

linw

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#738841 31-Dec-2012 12:00

Fingers crossed for you!

I had problems on v 1400 and since 1423 went on (8 weeks ago). I have had zero problems. Mind you, my problems were nowhere near as severe as yours. I just got lockups at varying intervals from a day to a week or so.

PS the ONT behaviour sounds the same as mine. The first LED is Power, the 2nd is Optical and the fourth is LAN1 to your Genius.

tchart

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#739221 1-Jan-2013 20:47

Firmware 1423 is definitely more stable. Haven't had any dropped connections since the upgrade. The upload speed is still a bit erratic. I used to get 10mbps constantly but now its mostly around 5mbps if I'm lucky. A couple of tests today have been below 1mbps and as a result phone conversations splutter. Will keep an eye out if it improves.

What's interesting is that you've had the upgrade for 8 weeks! Surely they would push this to all UFB customers?

linw

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#739293 2-Jan-2013 08:08

Yes, I thought they would have pushed v1423 to all UFB users, as well.

Good to hear that you are getting better results but the upload speed variations are clearly not right. It sounds like you were beset with two problems with only the stability one being fixed (v1423).

And since you were getting the right speed earlier, something has changed.

Ask Cam to look at the upload problem, specifically. There must be a fix for that.

Good luck.

kingdragonfly

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#739694 3-Jan-2013 12:51

You're not alone. First it was flaky, even with wireless and VOIP turned off.

Now it's down 10 days and counting...

I'm on the Johnsonville / Churton Park Wellington fiber loop.

I've been down since 24 Dec till now 3 January. (I'm still down)

I've spent about an hour on the phone, over several days, and all I get is empty promises.

Esclating a call is good start, but how about fixing getting a level 2 tech to fix it?

Apparently all Orcon's level 2 support has taken an extended vacation.

I've been using the Internet on my 3G phone. I'm sure I'll have a huge bill from Vodafone, because of Orcon.

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