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andynz

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#138733 15-Jan-2014 08:40
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Lost wan connection at 2am this morning. DSL is locked with normalconnection speed on genius mmodem.

So I have DSL lock but no internet access.

Anyone else having the same problem?

Been waiting on CS to answer for 40 minutes since 8am this morning but still on hold.

PS have done 3 reboots of the modem with no change.

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michaelmurfy
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  #967310 15-Jan-2014 08:44
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Bazinga:



This should be closed and merged with This Thread




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andynz

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  #967315 15-Jan-2014 08:48
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Spoke to CS. Orcon system fault. 2000 customers without connection. Up to 2 days to restore service.

That's just fantastic.

FireEngine
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  #967322 15-Jan-2014 08:58
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andynz: Spoke to CS. Orcon system fault. 2000 customers without connection. Up to 2 days to restore service.

That's just fantastic.


Its restoring now, ETR 30-60mins at most. 2 days would be nonsense - did you by any chance get a name?




Regards FireEngine




andynz

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  #967324 15-Jan-2014 09:00
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Thanks for the update Simon.

No sorry no name. It was a guy. Does that narrow it down :)

FireEngine
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  #967326 15-Jan-2014 09:06
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andynz: Thanks for the update Simon.

No sorry no name. It was a guy. Does that narrow it down :)


Alas no, but if you pm me your account number that will....




Regards FireEngine


andynz

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  #967337 15-Jan-2014 09:12
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Auth restored without reboot at 0905. Thanks for your help Simon.

FireEngine
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  #967338 15-Jan-2014 09:14
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Ok so last night we saw approx 10,000 customers shift from one of our auth servers to another - the reason for that shift is still under investigation. Having such a large number move onto a server already carrying normal load caused it to run short of some resources which caused some customers to fail to get auth.

Our Engineers are rebalancing those subscribers back to the original server, once that happens (which is being done exchange by exchange so phased over the next 30mins), users should reboot and they should obtain auth. Users won't know this so our current advice on the website is to reboot every 10mins until service restored.

Apologies for this, the root cause is still under investigation.




Regards FireEngine




FireEngine
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  #967339 15-Jan-2014 09:14
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andynz: Auth restored without reboot at 0905. Thanks for your help Simon.


No worries, its my day job :-)




Regards FireEngine


FireEngine
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  #967368 15-Jan-2014 09:46
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>98% of affected services have now been restored.

Advice now is to reboot, if still offline please log a support call with us.




Regards FireEngine


Ramjet007
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  #967892 16-Jan-2014 05:55
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Just on the 2 day thing. I had a problem last year.
Rang CS and suggested that a port reset was required as i couldn't get a ppp connection. They agreed and said it would take up to 2 days.
Before the CS moved off shore, it would have been about 15 mins.

In the end it was only 20 mins, but being told 2 days was not good for customer relation.

andynz

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  #967894 16-Jan-2014 06:30
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Is all Orcon CS overseas. It would explain my experience with them.

FireEngine
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  #967910 16-Jan-2014 08:03
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andynz: Is all Orcon CS overseas. It would explain my experience with them.


Residential T1 - Manila
Residential T2 - Northcote
Premium/Business/Hosting all Tiers - Northcote




Regards FireEngine


andynz

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  #967911 16-Jan-2014 08:10
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Thanks Simon. That explains the feeling of disconnect between the back end and CS.

Is T2 domestic a fall over if T1 is busy? How do you get through to T2 if you need more techy help :)

FireEngine
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  #967913 16-Jan-2014 08:16
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andynz: Thanks Simon. That explains the feeling of disconnect between the back end and CS.

Is T2 domestic a fall over if T1 is busy? How do you get through to T2 if you need more techy help :)


T2 supports T1 in this model, that way T1 learns and improves.




Regards FireEngine


hyperman
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  #968407 16-Jan-2014 18:13
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FireEngine:
andynz: Thanks Simon. That explains the feeling of disconnect between the back end and CS.

Is T2 domestic a fall over if T1 is busy? How do you get through to T2 if you need more techy help :)


T2 supports T1 in this model, that way T1 learns and improves.


From my past experiences dealing with T1 I am not sure this is really happening...... especially when you request to talk to a TL etc and get refused 




 The views expressed by me are not necessarily those of my employer


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