Orcon low sync rates, two weeks still no follow-up

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Orcon low sync rates, two weeks still no follow-up - Looking for advice

Lurch

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#18020 22-Dec-2007 19:47

Looking for advice on resolving my issue with Orcon, I have called, sent mulitple emails and still no reply. I have been promised it would get escalated to a second level tech and no follow-up call.

I've done all the tests requested, provided all the information they have asked yet still the low sync rates and now noise on the line.

Downside is our phone line is also with Orcon so I have no option but to keep dealing with Orcon, I knew I should of stayed with Telecom but when someone offers a free phone line for a year hard to say no :)

Would calling Telecom help, or would that be wasting my time as more than likely they'll see it flagged as being looked after by Orcon?

I know it's a fault with the line as I have bought a new router and connected it to the master jack and have no other devices connected and have run out of things I can try myself.

Now it's the silly season so I guess no joy for a little while longer and of course Orcon will take out their monthly bill and continue on ignoring my emails/calls.

Might just have to cut my losses and hang on a little while yet for Xnet to roll out there naked DSL and do the big switch (again) and hope for the best.

Any advice would be appreciated.

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#101432 22-Dec-2007 20:24

I wouldn't call Telecom, as you now don't have any relation to them as a customer; Orcon should be the one to process your problem.

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cokemaster

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#101433 22-Dec-2007 20:30

manhinli: I wouldn't call Telecom, as you now don't have any relation to them as a customer; Orcon should be the one to process your problem.

Thats correct. Telecom would be unable to provide support as you are not a customer of Telecom but rather Orcon.
Unless you wish to move your ladnline back...

Ring Orcon, ask for a team leader and make a formal complaint. If they don't action it, time to put that complaints code to the test?

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Lurch

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#101434 22-Dec-2007 20:43

To be honest the way I feel about Orcon right now I rather just disconnect and not deal with it at all. One get's tired chasing companies for something they should be doing anyway.

Thanks for the replies, does anyone have a link to the complaints site?

manhinli

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#101435 22-Dec-2007 20:44

The Commerce Commission:

http://www.comcom.govt.nz/

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manhinli

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#101437 22-Dec-2007 20:50

I'm glad I was on a no-contract offer when I signed up. If I was in a situation like yours, I wouldn't want to pay the hefty disconnection fees.

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Lurch

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#101438 22-Dec-2007 20:52

manhinli: I'm glad I was on a no-contract offer when I signed up. If I was in a situation like yours, I wouldn't want to pay the hefty disconnection fees.

Dont have a contract with them, so no disconnect fee here :) Checked that before signing over.. so as soon as xnet bring on Fusion I'm switching :)

manhinli

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#101440 22-Dec-2007 20:53

You're lucky... most people are drawn to promotions, most of which have a 12 (18 or sometimes 24 - gasp!) month contract.

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Lurch

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#101441 22-Dec-2007 20:56

Like some wireless providers.... 12 months... $200+ upfront and if you disconnect early you have to pay the remainder of your contract... **cough compass net** **cough** :)

Ah well going away for 3 days so going to forget about it for now and see how things pan out. Thanks for the help, much appreciated :)

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#101442 22-Dec-2007 20:57

Lurch:
Thanks for the replies, does anyone have a link to the complaints site?

http://www.tdr.org.nz/

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manhinli

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#101445 22-Dec-2007 21:00

Whoops! The ComCom is for the consumers guarantee act...

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#101460 22-Dec-2007 22:13

Lurch:
manhinli: I'm glad I was on a no-contract offer when I signed up. If I was in a situation like yours, I wouldn't want to pay the hefty disconnection fees.

Dont have a contract with them, so no disconnect fee here :) Checked that before signing over.. so as soon as xnet bring on Fusion I'm switching :)

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geewhizz

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#101472 23-Dec-2007 00:30

Lurch, when you say you are connected to the Master jack and have no other devices connected, does that mean you have no phone connected and that there is no other cabling connected inside your place either? i.e everything stops at the master jack which is just connectd to your DSL modem?

If you do have a phone on the same master jack, I'm presuming you will have used a filter to isolate it, and also that you have tried running your DSL without the phone connected to prove that the noise isn't coming from the phone. (excuse me if I'm stating the obvious, but sometimes these things get overlooked. I've done it myself). It can pay to try a different filter sometimes too, just to eliminate it as a possible cause.

If still no luck, your problem probably is the exchange line or beyond, but could still conceivably be inside the house wiring. I recently had an issue that was traced to internal wiring in the house we moved into. The problem basically came down to 'star' connected extension wiring beyond the master jack. Once I isolated that, it fixed my problem (tho admittedly the problem wasn't quite the same as yours).

All I'm saying is, you might want to make sure its definitely not your wiring. (Did it work before? Can you pinpoint anything that changed recently that might give more clues as to the cause? Or has it been bad service ever since you switched providers?)

willnz

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#101475 23-Dec-2007 05:48

Hey Lurch,

I no longer work for Orcon but PM me your Orcon username and I'll get someone to find out what's going on and give you a call to get everything fixed up. When you say low sync rates, what sort of sync rates are you getting?

The tier-2 support guys are generally very good so it's strange they haven't even contacted you

Will

Lurch

1061 posts

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#101481 23-Dec-2007 07:27

@geewhizz

I've removed all the phones and then moved the router to the master jack so the only thing connected is the router but still get very random connect speeds.

I've removed the router and connected the phone using a new filter to the master jack and there is noise on the line so I'm guessing it is the line/exhange or something a long those lines.

I even purchased a new router and thought that it had fixed the issue as we had one day with the new router at 8000-10000 kbps but over the week has gone back to as low as 64 and sits usually around 300kbps. Up has no issue always at 164 kbps.

Some examples below :

----

Data Rate(Kbps)          96                    164

Noise margin (dB)          13.8                    19.3

Output power (dBm)          9.3                    12.2

Attenuation (dB)          37.5                    18.9

----

Data Rate(Kbps)          436                    164

Noise margin (dB)          11.8                    19.7

Output power (dBm)          16.1                    12.2

Attenuation (dB)          35.0                    18.7

----

Data Rate(Kbps)          264                    164

Noise margin (dB)          12.6                    21.1

Output power (dBm)          14.3                    12.3

Attenuation (dB)          31.5                    18.6

@Willnz

Will send you a PM, thanks :)

willnz

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#101488 23-Dec-2007 08:25

Hi Lurch,

Someone's going to give you a call today - the tier 2 guys aren't in over the weekend but someone will give you a call just to update you on everything, and they'll get the t2 guys on to it as soon as they are in tomorrow. Apparently they tried to email you to get some more information but they misspelt the address, eeek

!

Cheers
Will

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