Anybody on the helpdesk today?

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Anybody on the helpdesk today?

whitek1004

18 posts

Geek

#157454 2-Dec-2014 09:23

Been on hold for over 15 mins.

VDSL has dropped out over 100 times in the last 2 days so can't call from home as line keeps dropping and my mobile reception is virtually non-existant

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#1186767 2-Dec-2014 09:23

Hello... Our robot found some keywords in your post, so here is an automated reply with some important things to note regarding broadband speeds.

If you are posting regarding DSL speeds please check that

- you have reset your modem and router

- your PC (or other PCs in your LAN) is not downloading large files when you are testing

- you are not being throttled by your ISP due to going over the monthly cap

- your tests are always done on an ethernet connection to the router - do not use wireless for testing

- you read this topic and follow the instructions there.

Make sure you provide information for other users to help you. If you have not already done it, please EDIT your post and add this now:

- Your ISP and plan

- Type of connection (ADSL, ADSL2, VDSL)

- Your modem DSL stats (do not worry about posting Speedtest, we need sync rate, attenuation and noise margin)

- Your general location (or street)

- If you are rural or urban

- If you know your connection is to an exchange, cabinet or conklin

- If your connection is to a ULL or wholesale service

- If you have done an isolation test as per the link above

Most of the problems with speed are likely to be related to internal wiring issues. Read this discussion to find out more about this. Your ISP is not intentionally slowing you down today (unless you are on a managed plan). Also if this is the school holidays it's likely you will notice slower than usual speed due to more users online.

A master splitter is required for VDSL2 and in most cases will improve speeds on DSL connections. Regular disconnections can be a monitored alarm or a set top box trying to connect. If there's an alarm connected to your line even if you don't have an alarm contract it may still try to connect so it's worth checking.

I recommend you read these two blog posts:

- Is your premises phone wiring impacting your broadband performance? (very technical)

- Are you receiving a substandard ULL ADSL2+ connection from your ISP?

I am the Geekzone Robot and I am here to help. I am from the Internet. I do not interact. Do not expect other replies from me.

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whitek1004

18 posts

Geek

#1186777 2-Dec-2014 09:29

23 minutes and the call is answered

whitek1004

18 posts

Geek

#1186793 2-Dec-2014 09:41

Put straight back on hold for another 12 mins. Assistant reset the router and apologised because they have no staff

Ramjet007

319 posts

Ultimate Geek

#1187601 3-Dec-2014 05:38

I have the same problem but with adsl. Rebooted 66 times
Call on a cell phone and they call you back.
Was put on hold for ages while they did "test".

sippingsoma

2 posts

Wannabe Geek

#1188624 4-Dec-2014 13:17

Problems with my VDSL too. It's been up and down all week but today has been unavailable with the exception of a few minutes around lunchtime.

After a long wait trying to get through to tech support I was told that everything appeared to be fine, clearly it wasn't (DSL not even syncing)! I was told it would take 2-3 days for a level two support person to be in touch.

Just a few years ago you could call Orcon and get through to someone who knew their stuff, nowadays it's just outsourced call centre drones.

Anyway, out of sheer frustration (I've had nothing but bad dealings with Orcon in the last two years) I cancelled my account with them. Totally sick of the bad customer service. Been a customer for over five years..

I'm in Pukekohe - maybe the outage is quite generalised?

hio77

'That VDSL Cat'
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#1188647 4-Dec-2014 14:01

over 100 times? i hope thats an exaggeration!

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

whitek1004

18 posts

Geek

#1188648 4-Dec-2014 14:06

Not an exaggeration

30/11/14 6 times
01/12/14 51 times
02/12/14 57 times
03/12/14 2 times

6 other reconnections in the current billing period and 4 reconnections in the prior month

FlameBeard

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#1188650 4-Dec-2014 14:10

Is there a support ticket open for this? If so can you post the ticket number

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No longer work for Orcon

hio77

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#1188653 4-Dec-2014 14:16

whitek1004: Not an exaggeration

30/11/14 6 times
01/12/14 51 times
02/12/14 57 times
03/12/14 2 times

6 other reconnections in the current billing period and 4 reconnections in the prior month

That sounds like a fault.

Was it wet on the 1st and 2nd by chance? Really windy? That many times sounds like somethings a little loose, and DLM wont appreciate it at all!

Follow through with FlameBeard, He will certainly look after you :)

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

FireEngine

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#1188654 4-Dec-2014 14:17

whitek1004: Not an exaggeration

30/11/14 6 times
01/12/14 51 times
02/12/14 57 times
03/12/14 2 times

6 other reconnections in the current billing period and 4 reconnections in the prior month

Looks like you had 2 days with a poor connection or water in the line possibly. Chorus' spec (industry-wide), is that up to 10 resents in a day is "acceptable" so won't accept a fault report for 4 connections in a billing period I'm afraid.

However it does look like you may have a corrosion or water ingress issue, if you don't want to wait on hold then you can log a support request via the Orcon website, you will get a reference number back to confirm the issue is logged.

Regards FireEngine

whitek1004

18 posts

Geek

#1188655 4-Dec-2014 14:19

No ticket number as far as I'm aware, I suspect the call was closed after the router was reset. It's only had the two disconnects since then but that isn't the point of the post. The point is it shouldn't take so long for a front-line support person to answer the call. The fact that she confirmed there was nobody around suggests it wasn't an unusually high call volume but a significant understaffing of the department.

hio77

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#1188657 4-Dec-2014 14:21

whitek1004: No ticket number as far as I'm aware, I suspect the call was closed after the router was reset. It's only had the two disconnects since then but that isn't the point of the post. The point is it shouldn't take so long for a front-line support person to answer the call. The fact that she confirmed there was nobody around suggests it wasn't an unusually high call volume but a significant understaffing of the department.

The fact that orcon posted up a new intake yesterday would infer to me that this has been noticed and something is being done to improve the situation already.

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

FlameBeard

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#1188662 4-Dec-2014 14:28

whitek1004: No ticket number as far as I'm aware, I suspect the call was closed after the router was reset. It's only had the two disconnects since then but that isn't the point of the post. The point is it shouldn't take so long for a front-line support person to answer the call. The fact that she confirmed there was nobody around suggests it wasn't an unusually high call volume but a significant understaffing of the department.

Get something in writing or in the system, that way you can follow up on it, with a reference number (no one wants to be the guy that says "I called up and spoke with someone the other day and...") also Orcon staff on here can grab it. Submit a ticket and it can be looked into it.

whitek1004

18 posts

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#1188669 4-Dec-2014 14:38

Sent Flamebeard a PM with support ticket info

FlameBeard

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#1189461 5-Dec-2014 16:09

The frequent disconnections appear to have stopped. I had this on an analyzer for the last 24 hours and that has come back really clean. So its a bit tough to say where the fault lies at this stage. I guess as soon as the issue presents itself again, bump the thread so we can get another analyzer going.

Cheers

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