New connection - only some sites working & no phone at all

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › New connection - only some sites working & no phone at all - no response from Orcon

grayskull

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#33501 6-May-2009 22:55

I changed over from WXC on Tuesday around midday. I was home when it happened, so configured the router and away we went. kind of.

The Orcon website loaded fine, but many others such as gmail, google, etc just wouldnt load. Then some loaded, but very slowly. Google searches timed out, etc. And the phone was meant to be changed over, also from WXC (VOIP) but that still hasnt happened.

So - 3 or 4 calls to Orcon support yesterday, either not being able to get through, or being on hold for ages, then being given the option to leave a message, but then not being able to even do that. I sent an email yesterday, and 2 today, plus have been on hold 4 times today, my partner a similar amount of times, but to no avail. Not a single word in reponse other than a ticket number!!!! Disgusting

Oh yeah, AND the connection speeds are around 3mb for an Orcon+ line??!?!??!!?!??

Great service for a new customer, way to keep me!!!

Here's my email;

Thanks, but there seem to be a few issues.

(1) Only some pages load, Orcon loads very fast, but the likes of gmail, NZHerald, etc are either very slow to load or dont load at all. This was happening at around 3pm when the change over happened and is still occurring now.

(2) The phone line is not working, no dial tone, nothing?

(3) I am unable to logon to the Orcon site using ****@orcon.co.nz and the password I chose at sign up - presume its the same one as for the router/DSL?

mjb

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#212985 6-May-2009 23:15

grayskull:
(3) I am unable to logon to the Orcon site using?****@orcon.co.nz?and the password I chose at sign up - presume its the same one as for the router/DSL?

No, it's just your username. drop the @orcon.co.nz.

contentsofsignaturemaysettleduringshipping

Sounddude

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#212992 6-May-2009 23:32

3mb? What was your sync speed on WxC?

Sounds like a line fault. Whats your login name?

grayskull

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#213007 7-May-2009 06:52

MJB - cool thanks for that, but still doesnt work. am i right in the password is the same as the one I used at sign up?

Sounddude: 3mb? What was your sync speed on WxC?

Sounds like a line fault. Whats your login name?

Thanks for getting back to me - great to finally hear a voice from the Orcon end other than a salesman.

hmmmm, cant remember what it was on WxC, but it was definitely faster and didnt have the issues of some sites not loading at all.

login is grayskull

if its a line fault how do i get it sorted?

thanks

Sounddude

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#213028 7-May-2009 08:46

------------------------------------------------------------------------------------------------
Port Link IntSpeed FastSpeed Curr. SNR Attenuation TX Power Attainable Rate Linetype
ADM/OPR UP/DOWN UP/DOWN UP/DOWN UP/DOWN UP/DOWN UP/DOWN(kbps)
------------------------------------------------------------------------------------------------
1/43 UP/ UP 984/ 5991 0/ 0 8.9/ 5.6 11.0/28.0 12.6/19.5 980/ 5680 interleaved

Based on your line stats, you should be getting a lot better than 5Mbit. I would expect you to get about 15Mbit+.

What type of modem are you using?

I will try and dig out your ticket and get one of the Tier2 guys to have a look into it.

grayskull

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#213038 7-May-2009 08:59

Sounddude:
Based on your line stats, you should be getting a lot better than 5Mbit. I would expect you to get about 15Mbit+.

What type of modem are you using?

Thanks for looking into this.

I'm using a Linksys WRT160N

I look forward to hearing from someone shortly. Hopefully we can sort the internet AND the phone.

Cheers

Sounddude

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#213378 8-May-2009 08:14

Hi Grayskull

Did anyone get in contact with you?

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grayskull

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#213674 9-May-2009 15:14

Sounddude: Hi Grayskull

Did anyone get in contact with you?

Sorry I totally missed this reply.

We finally got hold of someone 6pm Friday night who was very good, went through a few things. In the end we did a factory reset on the modem and that sorted the internet. Still only getting 5mb speed. The tech said maybe, just maybe it will be better once the line noise issue is sorted out.

Phones still not working so the tech logged a call - hopefully get that sorted soon too.

Cheers.