Problems with Orcon Internet connection - second-level help requested.

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Problems with Orcon Internet connection - second-level help requested.

OldGeek

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#211694 7-Apr-2017 10:19

I am using an Orcon-branded Genius router with an ADSL connection. This morning that connection dropped out, with only the ADSL sync light showing (orange probably - cant be sure now). I rebooted using the Routers web page. All services restored (including VOIP) but reported connection speeds are down - download is 3717Kbps (normally over 12000) and upload is 728 Kbps (normally over 1000). Rebooted again but no change.

My experience with the help line in issues such as this is very negative - they cannot spell Chorus and it would seem to me this is most likely something that Chorus have done. Can anyone at Orcon look into this? I am in Tawa.

Thanks in anticipation.

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Vocus

#1758012 7-Apr-2017 10:29

Please post your modem stats (sync rate)

Have you had any rain lately? That's the most likely factor at play if this is a case of a lower ADSL sync rate.

Your best bet in that case is to get a ticket logged via the helpdesk. Once you have that if it's going nowhere, drop me a PM with the ticket number and I will follow up for you.

Thanks

Dan

OldGeek

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#1758020 7-Apr-2017 10:44

ubergeeknz:

Please post your modem stats (sync rate)

Have you had any rain lately? That's the most likely factor at play if this is a case of a lower ADSL sync rate.

Your best bet in that case is to get a ticket logged via the helpdesk. Once you have that if it's going nowhere, drop me a PM with the ticket number and I will follow up for you.

I am not sure what the 'sync rate' is. I have had trouble uploading the correct image for the Router's status page.

richms

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#1758022 7-Apr-2017 10:46

OldGeek:

I am not sure what the 'sync rate' is. I have uploaded the Router 'Status' page.

That's google.

This is a bog standard fault, no need to get second level involved unless first level will not escalate it to chorus.

Richard rich.ms

ubergeeknz

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Vocus

#1758027 7-Apr-2017 10:52

http://192.168.20.1/

Depending on type of modem you might need to go to "Status" page. Then put up a screenshot.

But yes, this sounds like a common ADSL low sync fault. There's a reasonable chance that when the line/joints dry up it will come back to normal, but no harm getting a job logged as wait times for a Chorus tech will be a while (due to recent weather around the place).

HTH

RunningMan

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#1758028 7-Apr-2017 10:54

If you are on a Chorus connection, it could be related to this. Appears Chorus made some changes over night.

OldGeek

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#1758033 7-Apr-2017 11:08

ubergeeknz:

http://192.168.20.1/

Depending on type of modem you might need to go to "Status" page. Then put up a screenshot.

But yes, this sounds like a common ADSL low sync fault. There's a reasonable chance that when the line/joints dry up it will come back to normal, but no harm getting a job logged as wait times for a Chorus tech will be a while (due to recent weather around the place).

HTH

The router address is 10.1.1.1. I have captured the status page image but cannot get geekzone to upload it correctly. The router is a standard Orcon black Genius router. The status page shows nothing recognisable as 'sync rate'.

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michaelmurfy

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#1758050 7-Apr-2017 11:53

If you're in Tawa you should have UFB available.

Could you please go to https://chorus.co.nz/maps to check? If you do have UFB then get Orcon or whatever provider you pick to connect you.

Michael Murphy | https://murfy.nz
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linw

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#1758052 7-Apr-2017 11:55

This is what I got by email a few days ago:-

BROADBAND NETWORK UPGRADE

Hi there,

On Friday 7 April, between 1am and 6am, Chorus (the company that owns and maintains the broadband network you are connected to) is undertaking a large network upgrade.

As part of this work, your broadband may be disconnected for around 20 minutes. After the work, your service should back online automatically. If it isn’t, please first turn off the ONT (that’s the fibre box on the wall), then turn the modem off. Once both devices are switched off, wait 5-10 minutes, then first turn the ONT back on, followed by the modem.

If you are still having trouble getting online, or are experiencing issues unrelated to the upgrade, please let us know and we’ll get you sorted.

We may have longer than normal waits on these days, so if it isn't urgent, flick us an email here and we will get back to you ASAP.

Thanks, and apologies for any inconvenience this may cause,

The team @ Orcon

-------------------

My router needed restarting this morning.

ubergeeknz

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Vocus

#1758114 7-Apr-2017 13:05

@linw: OP is on ADSL not UFB, so probably not related to the outage at all. Far more likely to be weather related.

Here's where you need to look for the sync rate. Sorry for the wrong IP, I misremembered the IP addressing scheme on the older Genius routers:

linw

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#1758135 7-Apr-2017 13:48

Oh, sorry about that. The date coincidence got me!

hio77

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#1758151 7-Apr-2017 14:35

RunningMan:

If you are on a Chorus connection, it could be related to this. Appears Chorus made some changes over night.

still not 100% sure this has happened yet tbh.

I'm yet to see a proven example on the DSLAM side of things

@oldgeek if you know, can you confirm your cabinet/exchange area for me?

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OldGeek

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#1759235 7-Apr-2017 18:50

ubergeeknz:

Here's where you need to look for the sync rate. Sorry for the wrong IP, I misremembered the IP addressing scheme on the older Genius routers:

This reads 10679/1048 kbps. However the download/upload speeds are as per my original post.

OldGeek

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#1759237 7-Apr-2017 18:51

hio77:

@oldgeek if you know, can you confirm your cabinet/exchange area for me?

I am in Tawa. As far as I know I am directly-connected to the exchange - no cabinets.

Linux

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#1759239 7-Apr-2017 18:55

With all this rain / water about at the moment it can impact xDSL speed, No idea why second level help was requested as it's not needed at this point

Linux

michaelmurfy

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#1759246 7-Apr-2017 19:49

@OldGeek You still haven't come back if UFB is available for you. Most of Tawa has it available (I too live in Tawa).

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