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gehenna

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#116769 9-May-2013 13:00
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Here's a brief description of an issue my in-laws recently experienced.  I'm curious to hear what you think might be the issue here, and in a while I'll post what Orcon said was the issue and what they suggested to resolve it.

1. In-laws were with Telecom for phone and internet.  They decided to switch to Orcon.  They were given a date and provisioned on that date for both landline telephone and adsl internet.

2. The internet worked fine, if not a little slow from time to time (separate issue - I've been trying to convince them they need a master splitter for mooooonnnnttthhhsss.....).

3. They received voice calls no problem.  A few people rang them over the course of a few days.

4. When they tried to make a voice call to a landline they received a disconnected dialtone.  They were unable to call any landlines, and only discovered this a few days into the service given they hadn't made any outbound calls yet.

5. They tried calling a mobile phone and this worked fine.  For a time.  After a day or two this also failed to work and they got a disconnected tone when calling mobile and landlines.  Incoming calls still worked fine.

6. They logged a support ticket with Orcon.

The rest will come later.  Based on this information so far, any ideas what the issue might be or what the suggested course of action might be for troubleshooting?

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Sounddude
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  #814472 9-May-2013 13:06
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Hi

Can you PM me their username.


gehenna

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  #814476 9-May-2013 13:13
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I'm not sure what it is sorry, or was. After a week of dealing with the call centre (overseas I believe) they were so frustrated with being treated so poorly that they switched back to Telecom. After several days of poor service they requested to speak with a supervisor, and they were denied after the operator first checked with the supervisor about whether he would speak to them. They requested to speak to someone local or someone in customer relations, and they were refused.

They also received a number of emails asking them to CALL BACK to discuss the issues. How they were meant to do that on a line that could not make outgoing calls is a mystery. They responded via email to that effect and received more requests to call back.

Anyway I'm just curious about what the community think the issue was (technically) as I have my own strong suspicions - and they are so far off the mark of what the CSR's wanted to do it's not funny.

 
 
 
 


tkr001
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  #814480 9-May-2013 13:23
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Genius or POTS?

Sounddude
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  #814489 9-May-2013 13:30
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Going to be hard to tell since they have moved away (Sorry to hear that BTW!)

Couple of options

When someone has voice mail, there is a sound which is similar to a disconnected tone. This can confuse some people.

or they were provisioned into the wrong LICA. Because of this when they tried to do a local call it would give the disconnected tone as it would expect a 0x prefix. (ie 09).

At a loss to explain why cell calls would randomly stop working.



gehenna

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  #814495 9-May-2013 13:33
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tkr001: Genius or POTS?


Good question.  POTS.  Not a hint of VoIP anywhere.

gehenna

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  #814500 9-May-2013 13:41
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Sounddude:
When someone has voice mail, there is a sound which is similar to a disconnected tone. This can confuse some people.  or they were provisioned into the wrong LICA. Because of this when they tried to do a local call it would give the disconnected tone as it would expect a 0x prefix. (ie 09).


It's not the voicemail issue, but good thinking.  My thoughts definitely leaned towards a provisioning issue and that's what I suggested they broach with the CSR's....but they wouldn't have a bar of it.

In fact their solution was that they needed to spend about $100 to buy a Switch.  I asked them to check what kind of Switch they were suggesting they buy, as it sounded pretty bizarre to me.  After checking they wanted them to buy a regular Network Switch because there weren't "enough ports in the house".  Enough ports for what we all wondered?  Well enough ports to be able to make outbound calls of course!

It was at that point after a week of troubleshooting and run-arounds that they decided to switch back.  My father-in-law is a 30+ year IT veteran.  Not a technical guru type but definitely well enough educated to know when it is time to pull the pin.

This is all over as of last week, but I just wanted to bring it up given I wasn't really involved until the last minute and didn't get to help them much, otherwise I would have posted here while they were still going through the issues - I'm sure getting hold of someone local or via GZ would have gotten the issue sorted pretty quickly.  

One thing's for sure though - your CSR's are bona fide dumb :(  There needs to be a way for your customers to speak to someone local when they get no love from the CSR's after days and days of frustration.  Not every customer is the sort of person that would know to tweet you or come on GZ to post something.  They were just left stranded.

Sounddude
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  #814590 9-May-2013 15:40
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Thanks for the feedback. I am sorry this didn't work out for you.

I have passed this information onto the relevant people.


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