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2 posts

Wannabe Geek

#116826 11-May-2013 09:50
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I tried to report this yesterday morning , but with no luck. First through the support form on Orcon's page, then by calling the 0800131415(on a cellphone) then by another email through the support page again. All with no luck it seems.

It's unfortunate that I have no where to go to explain that there may be a wider fault here than just my phone line , which i tried to explain to Tech Support on 0800131415. I must have mentioned at least 3 times that it's not only my number but the same issue seems to be affecting all of your 0800 lines which i tried from the New Plymouth area.

And yes i did get through to the tech support on 0800131415 on a telecom cellphone.

What i can confirm

Yesterday morning ~ 830AM :

Personal Line Orcon Genius VOIP ; Internet working ; No Incoming or Outgoing calls

Tried to reach 0800131415 from a New Plymouth landline (from telephone exchange) ; dead ; silence ; until timeout after approx 30 sec. then disconnect/busy/unavailable tone.

Contact 0800131415 successful from telecom cellphone ; still unable to reach my personal/home VOIP Line from cell or landline

Yesterday afternoon:

Outgoing call working from home VOIP line ; possibly after modem reset / tech support 'looked' at my account and reset??

Incoming still same issue

which continues today ...

Now I know the tech help is just doing their job and that's fine , but i needed a little more support than just to reset my modem. I asked if I could talk to someone else / Level 2 tech support and was denied , which is unfortunate because all I was trying to do was to report a fault ... that seems to be wider than just my personal line ... but there is no where to do that.

And that is what i am trying to do now , I tried to explain yesterday that if i cannot call your 0800 number from a landline in New Plymouth (confirmed again this morning) , then i think the issue is a bit bigger than just my modem.

Don't know if there was a hardware/software/config  upgrade somewhere the other night ; what i can say is that there is a fault somewhere and if I can't contact your 0800 numbers from a landline in New Plymouth who knows how many customers are affected by this.

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1217 posts

Uber Geek


  #815654 11-May-2013 10:15
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Thanks for this, i will get the wider issue checked. Resetting cpe is a standard first step Im afraid, if you pm me your account number of username I will double check your connection too.

Regards FireEngine


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3594 posts

Uber Geek


  #815697 11-May-2013 11:40
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If you get no incoming or not able to make outgoing calls then in almost all cases it will be a registration issue i.e the device is not registered to the softswitch, basically the switch does not know the IP address details to send the call to as it has not been updated.

I assume you will have access to your router and it should be able to show you the status of the VoIP connection, that should be the first check. rebooting a router for a VoIP connection doesn't fix the issue just temporarily resolves it.

You should on the line when it occurs and talk to Orcon support when you are having the issue they should be able to see whats happening on the SIP side as this box is an integrated router so there will not be any NAT issues but has to be a local box or SBC (Session Border Controller ) or Softswitch problem, from there they should be able to diagnose a lot further when the issue is actually happening.

Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well Wink



2 posts

Wannabe Geek

  #815765 11-May-2013 14:31
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Incoming working again

So all good...

Thanks guys :)

1217 posts

Uber Geek


  #815783 11-May-2013 15:24
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You are welcome. I will follow up with your difficulties in bringing this to our attention through the BAU channels. There were two issues, one affecting your conbection and one affecting the wider New Plymouth calling area but bothe are now resolved.

Regards FireEngine

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