Genius Install - weird dial tone and no email/txt to say its ready to switch over, any ideas

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Genius Install - weird dial tone and no email/txt to say its ready to switch over, any ideas

Morgenmuffel

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#115741 4-Apr-2013 23:23

Okay, I signed up for the Genius plan

Got a txt at the time saying

"Your order is set to be completed on 04/04/13. If this changes we will let you know. Thanks again for choosing Orcon.
"

And haven't heard any more, went to check the phone before bed tonight and there is a rapid beeping on it, not a normal dial tone, infact I haven't heard it before, .

I realise for Orcon Genius that one of the signs it has been switched over is a complate lack of dialtone on your old phone (if there is no genius modem plugged in), but i am just thinking it is a bit weird i should get this weird dial tone on the day i am supposed to be switching over.

And it does specifically say "do not plug in your modem till you have heard from us"

'We love to buy books because we believe we’re buying the time to read them.' WARREN ZEVON

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#793617 4-Apr-2013 23:36

Probably a Dumb Question but will I need to know my Broadband password? as the help desk told me I wouldn't need any of that, but just want to double check.

Mind you by the time I wake up tomorrow i probably won't have broadband either

'We love to buy books because we believe we’re buying the time to read them.' WARREN ZEVON

Batwing

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#793618 4-Apr-2013 23:40

I'd take what you were told with a grain of salt.

I called the day my connection was due and asked if I was to be notified when it was active. They said no, just periodically attempt to connect but don't keep the modem running because it would interfere with their attempts to activate the connection. In other words I was told to turn it on for bursts of five minutes throughout the day but I definitely was not to expect a text or phone call.

Later that day I got a phone call saying it was active (the one I was told I wouldn't get), so I turned the modem on and it didn't work. Spent an hour with tech support who said I had to move my PC closer, got me to factory reset the modem then said they couldn't tell me the default wifi password. So I ended the call, set up wifi myself and lodged a support request in which I was told they would work on the fault overnight and if my connection wasn't live in another 24 hours to call back and a technician would be sent to the property.

I called back 24 hours later and was told no work had been done because there was a 3 day cool-down period (???). I was then told a technician would not be sent for at least another three days.

The next day (day 3 now), I got a call to my cellphone from a Chorus tech asking if I was home because they would be there in 15 minutes. I rushed home, waited half an hour and they turned up, the connection was finally working. Their answer was that they had had to turn it on at the exchange.

This was all after giving a months notice of moving house + an extra week day to make sure the line was clear .

So ahh, good luck!

Edit: No the setup should be completely automated - when it works.

LennonNZ

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#793619 4-Apr-2013 23:43

This sounds like a "Fast Busy". I presume your phone number has been ported over to Orcon and Telecom have disabled your Phone Service and all that is left is that tone which means the phone has been disconnected (on the Telecom Service)

It seems something has gone wrong with their provisioning process . I would contact them.

Err how are you connected to the Net? Still using Telecom ADSL? Is your ip address (http://www.whatismyip.com) Still Telecoms??

Indio

153 posts

Master Geek

#793621 4-Apr-2013 23:48

Heck, I hope I don't get the hassles you've had when my connection is due to be activated on the 5th like they advised. I received the following email from them:

"Thanks again for choosing Orcon. Before you know it, you'll be up and running. The planned connection date for your broadband is 05/04/13. (If this date changes for any reason, we'll let you know.)

We’ll send you another note once your order has been completed. Please don't plug in your new Orcon Genius before then as the modem starts talking to our systems - which means you may need to call in to get things reset. "

Orcon can expect a cancellation if I strike the same problems.

Morgenmuffel

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#793622 4-Apr-2013 23:51

I have been an orcon user for years, was on a plan that had internet and calling something like Purple?

and saw that Genius offered exactly the same as we were getting for about $30 less a month.

So our phone has been an Orcon one for ever as we were with orcon when we moved to this house from down south.

Our broadband is working fine through the old modem which is throwing me a bit

As for the IP address, I paid the extra $10 a month for a fixed ip when i signed up for Genius and my current ip matches the one they set for me then

And I really don't want to spend hours on a help line as i am on prepay mobile

'We love to buy books because we believe we’re buying the time to read them.' WARREN ZEVON

Jarno

270 posts

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#793629 5-Apr-2013 00:06

When I had Genius installed I never got a message to say that it was ready. I waited a day and then just tried it. It worked. Apparently Orcon waits to get the paperwork from Chorus before notifying you, and sometimes that paperwork gets held up or lost or something.

Also, the dialtone on the analogue phone never went away. It switched permanently to the "Fasy Busy" that LennonNZ mentioned. So maybe they don't completely disconnect the line from the analogue circuits so that they can switch it back remotely?

Morgenmuffel

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#793696 5-Apr-2013 09:23

So should my internet still work? if it has been switched over?

Damn it all I'm out all day till almost 9pm tonight

'We love to buy books because we believe we’re buying the time to read them.' WARREN ZEVON

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ubergeeknz

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Vocus

#793701 5-Apr-2013 09:39

Jarno: When I had Genius installed I never got a message to say that it was ready. I waited a day and then just tried it. It worked. Apparently Orcon waits to get the paperwork from Chorus before notifying you, and sometimes that paperwork gets held up or lost or something.

Also, the dialtone on the analogue phone never went away. It switched permanently to the "Fasy Busy" that LennonNZ mentioned. So maybe they don't completely disconnect the line from the analogue circuits so that they can switch it back remotely?

Apparently you can still make emergency calls on it, but that's about it.

To the OP : I'd suggest hooking up your Genius and see what happens. If you get no joy then you'll probably need to give us a call.

Indio

153 posts

Master Geek

#794143 5-Apr-2013 23:10

Well, my connection went live at 6:00pm tonight, but not without some drama and a couple of calls to their support people. At 4pm, nothing was happening so I cancelled the order after the first call to Orcon support was answered by some "technician" who tried to fob me off. I received a call from a second support person who was much more helpful, so I agreed to give it 'til 6pm before cancelling.

Up side is I'm happy with the connection: so far it is stable and download speeds are consistently higher than my previous Telecom service. VoIP works fine. Next to try is a SIP service.

Curious thing though: do all Orcon support people have Yank accents? If so, why?? The two I spoke to certainly did...sounded too affected.

Morgenmuffel

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#794233 6-Apr-2013 11:55

An American accent is seen as desirable, apparently, I remember reading something about it especially since 90% of call center operators probably work for the American businesses.

Still don't have phone!!!

Rang them yesterday and they suggested i try plugging the genius modem in, well that was a flop, rebooted it etc blah blah bla

the phone light never came on, the Internet light was on but I couldn't access the net at all.

So i am back on my old modem again

Really starting to get a bit tetchy

'We love to buy books because we believe we’re buying the time to read them.' WARREN ZEVON

Morgenmuffel

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#794259 6-Apr-2013 12:24

and my IP seems to be changing everytime, instead of being fixed

'We love to buy books because we believe we’re buying the time to read them.' WARREN ZEVON

Indio

153 posts

Master Geek

#794290 6-Apr-2013 13:42

Morgenmuffel: An American accent is seen as desirable, apparently, I remember reading something about it especially since 90% of call center operators probably work for the American businesses.

I prefer to hear a Kiwi accent when I call any support service...or any business for that matter.

Still don't have phone!!!

Rang them yesterday and they suggested i try plugging the genius modem in, well that was a flop, rebooted it etc blah blah bla

the phone light never came on, the Internet light was on but I couldn't access the net at all.

So i am back on my old modem again

Really starting to get a bit tetchy

It's getting beyond a joke for you. I'd email them and advise them that you'll stop paying the bills immediately until your service is operating reliably, and give them a deadline before cancelling your account.

Morgenmuffel

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#794347 6-Apr-2013 16:20

Hmmm, some of those ads running around the sides of this page are looking mighty tempting, mind you better the devil you know.

All I really want is

1) To know what the frig is actually happening with my account, has it been switched, has it not
2) To have a working phone, as it hasn't been working since some time on Thursday.

'We love to buy books because we believe we’re buying the time to read them.' WARREN ZEVON

ubergeeknz

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Vocus

#794853 8-Apr-2013 09:39

Morgenmuffel: Hmmm, some of those ads running around the sides of this page are looking mighty tempting, mind you better the devil you know.

All I really want is

1) To know what the frig is actually happening with my account, has it been switched, has it not
2) To have a working phone, as it hasn't been working since some time on Thursday.

Sorry to hear you're having so much trouble.

Flick me a private message with your username (and mobile number, just to be sure we can get a hold of you) and I'll follow up for you.

Regards

Dan

ubergeeknz

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#795448 9-Apr-2013 10:44

Thanks, You have a (few) PM from me. Should be all sorted, sorry for the inconvenience and thanks for your patience.

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