Orcon UFB not connecting at all

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Orcon UFB not connecting at all

rhysheavensmith

1 post

Wannabe Geek

#198128 27-Jun-2016 18:37

Hi all,

First time post with regards to Orcon UFB...

I have had Orcon UFB installed at home and the technicians from Chorus have been and gone stating that its all done but it isnt.

The ONT has a green light for power, a green flashing light for Optical and a orange light for LAN1.

The White Orcon modem is green for power, flashing green for DSL, no light for internet, a green light for WAN and a solid green light for wifi.

I have contacted Orcon and they have said that i should have recieved an email stating that my new UFB connection is ready for use. I told them that i have not and they have said that they apologize and that it is ready to use. I tell them that it isnt and explain what happens so they tell me to reset the modem and still the same thing.

The modem is connected via the WAN plug at the back to the LAN1 plug on the ONT.

Please help!!

ubergeeknz

3344 posts

Uber Geek

Trusted

Vocus

#1581442 27-Jun-2016 20:02

Sorry to hear you're still not online. If you want to send me a PM with your account number I would be happy to check into it tomorrow and find out what's happening.

Lenovo

Shop now for Lenovo laptops and other devices (affiliate link).

edwinov

50 posts

Geek
Inactive user

#1582392 29-Jun-2016 00:09

I have the EXACT same problem. I don't know what's going on with Orcon but there seem to be MANY people that have this very problem. I have been on the phone with Orcon numerous times today and every time it's another story, the only thing that they all have in common is what's on top of their script : 'Can you reset the modem?'. Aaaaaargh!

Last I heard from Orcon today was it could take 48-72 hours for them to 'investigate' the problem.

Absolutely terrible service!

edwinov

50 posts

Geek
Inactive user

#1582530 29-Jun-2016 11:39

As of this morning I suddenly have fiber going (the internet light is flashing) and the speed is 100/20. Happy with that.

BUT... phone (VOIP) still not working so yet another call to Orcon where they seem to select their employees on their ability to NOT speak English. It turns out my VOIP is not yet working because those services 'have not been added yet'. WHY, Orcon!? WHY!?

They KNOW what date I'm moving from ADSL to UFB and yet they are NOT prepared AT ALL. It's ME that has to call them and tell them that the internet isn't working, which is the moment they start doing some stuff on their side. Then it's ME who has to tell them that VOIP isn't working and only then they start doing their work on their end.

What AMATEURS!

If Orcon was an airline you would book a flight for a certain date and time and when you go to the check in it turns out they're still putting seats in the plane and training the pilots.

ubergeeknz

3344 posts

Uber Geek

Trusted

Vocus

#1582632 29-Jun-2016 13:10

@edwinov sorry to hear your experience to date has been less than ideal, if you'd like me to follow up please send me a PM with your orcon account number, and I'll see what I can do. Thanks!

thewanderingv

185 posts

Master Geek

#1582706 29-Jun-2016 14:55

edwinov:

As of this morning I suddenly have fiber going (the internet light is flashing) and the speed is 100/20. Happy with that.

BUT... phone (VOIP) still not working so yet another call to Orcon where they seem to select their employees on their ability to NOT speak English. It turns out my VOIP is not yet working because those services 'have not been added yet'. WHY, Orcon!? WHY!?

They KNOW what date I'm moving from ADSL to UFB and yet they are NOT prepared AT ALL. It's ME that has to call them and tell them that the internet isn't working, which is the moment they start doing some stuff on their side. Then it's ME who has to tell them that VOIP isn't working and only then they start doing their work on their end.

What AMATEURS!

If Orcon was an airline you would book a flight for a certain date and time and when you go to the check in it turns out they're still putting seats in the plane and training the pilots.

I had a similar experience with things not being ready even after the Chorus side of things went live - while in my case there were additional complexities involving the Chorus side of things, there was a lot of personal chasing up with Orcon to get things in order. This shouldn't have to be the case, and I really hope that Orcon is listening - their customer-"non"centric service approach is what's holding them back from being a great ISP. You shouldn't have to publish a Facebook rant or appeal on Geekzone to have a problem sorted in an efficient way!

edwinov

50 posts

Geek
Inactive user

#1582715 29-Jun-2016 15:16

You are absolutely right.

I have just been on the phone with them AGAIN. I had received a text message saying that my fault ticket had been resolved. Strange. I've had internet since this morning but NO VoiP. Nothing changed around the time I got the text and VoiP certainly was still not working. After 30 minutes on the phone they now told me that they first wanted 'the line to be stable' before they would transfer my ADSL phone connection to the VoiP part of UFB. That is scheduled for tomorrow.

They say.

Had they told me in advance how things would be going (first blabla, then blabla, phone after 2 days, etc.) I could have lived with this mess but not knowing what's going on, that's the most frustrating part.

edwinov

50 posts

Geek
Inactive user

#1583503 30-Jun-2016 17:47

Two days later, STILL no VoiP. I've called Orcon so many times, every time it's a different story, every time something is scheduled so I just have to wait. And nothing happens. What a disappointing experience.

nscneo

6 posts

Wannabe Geek

#1596637 22-Jul-2016 08:32

Same thing happen to me,even when I just switch to ufb 200 from 100 , no internet and VoIP at all while they told me its all done....

edwinov

50 posts

Geek
Inactive user

#1596712 22-Jul-2016 10:45

Ah, but switching from 100 to 200 is EXTREMELY difficult! If only you knew about all the paperwork, the new contracts and the thousands of switches and parameters that need to be changed, the number of levers pulled and machines (including steam engines!) started just to increase the speed of your connection! ;-)