I am hoping that one of the NZ based Orcon guys here are able to help me please.  I had a incredibly frustrating 35 mins on the phone this morning to Orcon customer services based in the Philippines or wherever trying to sort this issue out.

I noticed three calls to UK Mobiles on my bill this morning.  After validating my girlfriend hadn't made them, I checked my statement online and discovered that there were a bunch of calls to places like Tunisia, Ghana, UK, Burundi, Spain, Ireland, Albania, Cyprus, Belarus, San Marino, and Ukraine.  All on 8 May between the hours of 1:38am and 2:17am.  It appears as if all the call charges were reversed except for the three to the UK which were all mobile calls.  If someone at Orcon manually did this then I understand as we do pay for unlimited UK calling as my girlfriend's company is based there and she calls often - but never to mobiles.

So I decided to call Orcon to achieve two things.  1) to have the UK mobile calls reversed, and 2) to work out why this has happened again.  Last time it happened (Dec 2014), Orcon picked it up before I noticed and let me know.  They mentioned something about a port being open on my router and closed it remotely for me.

The first guy I talked to at Orcon this morning didn't really understand what I was trying to tell him.  We went around in circles for some time including having to give him my account number four times as he kept missing digits or transposing them, and putting me on hold several times.  Finally he said he found the three calls on my statement (which totalled $1.72) but said he was going to reverse them and credit my account for $4.50.  I tried again and again to point out that he might be looking at the wrong calls but in the end I just accepted the $4.50 credit knowing that whoever investigates further will probably reduce the credit to $1.72.  But before we were finished, he said he had to transfer me to technical support (also a Filipino voice).

After about 20mins on the phone with the first guy, the second person I talked to wanted to know the story from the start again.  I told her the story and mentioned someone must have hacked into my router again to make the calls.  She insisted that no one could hack into my router to make calls even though I tried to tell her several times that Orcon had picked this up themselves late last year.  35 mins later and I was given a case number and told I would find out the outcome of the investigation in due course.  I didn't bother at this stage to raise the question on how to prevent it happening again as I didn't have any further time to burn.

What I would like to know is why did this happen a second time, and what I can do to avoid it happening a third time?  The only things I have ever changed on my Orcon Genius (white Netcomm) is the router login and password, the wifi password, and the IP range I use at home (192.168.100.x).

Some sensible help from one of the Orcon guys would be appreciated please.