Orcon Genius phone service working ... sometimes ... again

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Orcon Genius phone service working ... sometimes ... again

xurizaemon

153 posts

Master Geek

#152240 21-Sep-2014 09:04

So I reported this issue over a year ago. And the phone service on our Orcon Genius is flaky again in the last few weeks.

I've spoken to Orcon support (confirmed the symptoms, promised to call back "in an hour when our support system is back online"). No follow up from phone support team.

I've filed issues via Orcon's online "support" system (5th September, ticket #11905688). Their response in the support queue to date has been pretty much "plz reboot router".

Hey Orcon! Help us out here. We pay your bills, can you please make our phone work like it ought?

FireEngine

1223 posts

Uber Geek

Trusted

#1133082 21-Sep-2014 11:49

Ive pushed to the Tier2 team to look at today, tbh two faults a year apart are likely unrelated.

Regards FireEngine

xurizaemon

153 posts

Master Geek

#1133209 21-Sep-2014 18:51

Thanks FireEngine. Didn't hear from Tier 2 today ... perhaps tomorrow?

Support ticket lodged with Gill last week has a mobile contact number since calling the landline is not going to work.

I'm not fussed if it's the same issue from a year ago or not, but it is the same symptoms!

xurizaemon

153 posts

Master Geek

#1144081 30-Sep-2014 11:04

FireEngine - thanks for getting some action on that - was having very little response from support team until you gave them a boot.

Someone on the support team said via phone that they thought it looked pretty dicey since my upload speeds were consistently low, and they hoped a new modem would fix it.

Ran some speedtests with the new modem in place - do you think this is good / bad / average / what you'd hope for? This connection is on Princes Street, a block from central city Dunedin, so you'd hope the lines were OK ...

Looking at these results, is there still an issue to address, or is that acceptable performance do you think?

Thanks again

xurizaemon

153 posts

Master Geek

#1144089 30-Sep-2014 11:12

btw - using speedtest.orcon.net.nz - hung at "upload" section for about two minutes before commencing upload ...

couteau

24 posts

Geek

#1144117 30-Sep-2014 11:47

I am having similar issue since 2 weeks ago. My modem would disconnect (phone line icon blinking) at least once per day and usually when I am downloading big files. Rebooting the modem fixes it but this is very annoying. I am still using the black genius modem since a few years ago. The funny thing is I noticed the download speed for my big files seems faster (when it was working) ... maybe it choked the line?

Would a new modem fixes this or this is at Orcon's end?

ubergeeknz

3344 posts

Uber Geek

Trusted

Vocus

#1144121 30-Sep-2014 11:54

couteau: I am having similar issue since 2 weeks ago. My modem would disconnect (phone line icon blinking) at least once per day and usually when I am downloading big files. Rebooting the modem fixes it but this is very annoying. I am still using the black genius modem since a few years ago. The funny thing is I noticed the download speed for my big files seems faster (when it was working) ... maybe it choked the line?

Would a new modem fixes this or this is at Orcon's end?

If these hit over 250 connections or so, they tend to stop routing traffic, so if you're using something like bittorrent protocol, dial back max connections/peers to something like 200.

If not then maybe it has a fault, log it with the service desk and you should be able to have it replaced.

FireEngine

1223 posts

Uber Geek

Trusted

#1144123 30-Sep-2014 11:55

couteau: I am having similar issue since 2 weeks ago. My modem would disconnect (phone line icon blinking) at least once per day and usually when I am downloading big files. Rebooting the modem fixes it but this is very annoying. I am still using the black genius modem since a few years ago. The funny thing is I noticed the download speed for my big files seems faster (when it was working) ... maybe it choked the line?

Would a new modem fixes this or this is at Orcon's end?

OP's issue is a phone issue.

What are you using to download the files? We have had some reports which look like possibly the modems max connection limit is being hit.

Regards FireEngine

Quic Broadband

Move to New Zealand's best fibre broadband service (affiliate link). Free setup code: R587125ERQ6VE. Note that to use Quic Broadband you must be comfortable with configuring your own router.

couteau

24 posts

Geek

#1144142 30-Sep-2014 12:39

Downloading torrents and file stores. The torrent and programs' settings did not changed so I am surprised that it was not a problem before and only recently (since past 2 weeks). However, I'll try to configure the max connections later on tonight when I get home and see if it helps.

I did log a ticket with orcon helpdesk this morning.

ubergeeknz

3344 posts

Uber Geek

Trusted

Vocus

#1144158 30-Sep-2014 13:14

couteau: Downloading torrents and file stores. The torrent and programs' settings did not changed so I am surprised that it was not a problem before and only recently (since past 2 weeks). However, I'll try to configure the max connections later on tonight when I get home and see if it helps.

It will depend on the torrents themselves of course, but it is an issue I have observed. Generally once the connections fall back below the limit the modem will recover on its own, so you may not have noticed it happening.

couteau

24 posts

Geek

#1144179 30-Sep-2014 13:40

ubergeeknz:
It will depend on the torrents themselves of course, but it is an issue I have observed. Generally once the connections fall back below the limit the modem will recover on its own, so you may not have noticed it happening.

True for torrent clients but downloading from file stores that usually only allow a single connection does not make sense.
(I set it to only download a single file at a time and on a single connection) - Using jDownloader
It also choked on that. The disconnection is very apparent and yes it does recover by its own but it'll take a long time. I usually just reboot the modem and it's back. I still think something is changed at Orcon's end. Or my modem is showing its age?