New Orcon Client - switched over but Genius not here

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Splatty

94 posts

Master Geek

#87871 9-Aug-2011 13:14

Gidday

Long term lurker and recently decided to change ISP to Orcon. Ordered a Genius and my switch over date was yesterday, but the Genius isn't here yet so currently have no net or phone (wife and kids are extremely unhappy). I spent three hours on the phone yesterday trying to get through (line busy due to "demand") and when I did get through I was told that it's on its way but without any due date given.

I have tried to get someone to tell me if I can configure my ADSL2 router to connect but so far no one can assist. It seems that specific staff are taught specific details and when they try to transfer me to someone who may be able to help I go back in the loop of waiting for someone to answer the phone :(

So, can someone maybe give me some pointers as to what settings (PPPoA / LLC/ static or non static IP) etc I should be using? My router says I am connected to DSL at 17000/1000 by authentication is failing. This is if in fact it is possible. I've tried all combinations, logged into my user account at Orcon.net.nz and there's an IP address showing there so it should be up hopefully.

My only net at the moment is outside McDonalds so I hope to check back on here later this afternoon.

Cheers

Matt

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#503857 9-Aug-2011 13:55

You should be able to get a PPP connection with the username etc they gave you.
If youve used that router with another ISP on DSL previously then only the name/password should need to be changed.

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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ajobbins

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#503862 9-Aug-2011 14:04

You won't be able to connect without the Genius because of the provisioning model they use. We switched over as an existing Orcon customer and the existing modem wasn't able to authenticate.

Our modem didn't arrive until late in the day of switch over, which happened in the early hours of the morning. I rang Orcon and they gave me the Courier Post Track and Trace details and I was able to follow up with the courier directly. Might be a good idea to call back and get that info. At the very least, you can track courier progress online.

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Splatty

94 posts

Master Geek

#503863 9-Aug-2011 14:04

Just at work and have net access for a few mins....

On My Account page on Orcon it does say:

UBS Settings

Use these settings to configure your ADSL modem or router to connect to the internet.

Usernamewithheld@orcon.net.nz(this is not your email address)
IP Address    60.x.xxx.xx
Protocol   PPPoA
VPI0  VCI100
Framing   VCMUX
Operating Mode    G.992.1 G.DMT or ANSI T1.413 iss 2

I've removed my IP and username for this post, but wonder why it says "this is not your email address" as it is my email address....

Anyhow, I've tried those above settings, with and without using a static IP address without success. Now, when I look further into my account I can bring up this under recent failed log in attempts:

#nct-ras2#AK EUBA Handover#19xxInvalid Password

This indicates that I am using the wrong password?

The question is then, is the password I have to access my account page and Orcon email address different from what I use to log in on the router? If so, how do I find out what it should be?

Cheers!

Matt

ajobbins

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#503866 9-Aug-2011 14:09

I think the Genius uses a generic password. I looked at it with a mask remover at home but can't recall what it is. Trying to get the Genius there would be the easiest option. As it's signature required you may not have been home and it might be at the depot. Get that tracking number and you should be able to find out what has happened tot he device.

Where abouts are you located?

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Splatty

94 posts

Master Geek

#503872 9-Aug-2011 14:16

Thanks for the responses. I live in Papamoa, Tauranga. Work in the Tauranga CBD.

I will try and get through again to find out if I can get the Courier details.

ajobbins

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#503874 9-Aug-2011 14:20

If you do get through, use their call back system if it offers it to you. I tried to ages and got the congestion message, but eventually got through and requested a call back - Got the call within about 30 minutes, and didn't have to spend time sitting on hold.

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Splatty

94 posts

Master Geek

#503878 9-Aug-2011 14:27

Thanks, haven't got through yet, redialling for last 15 mins. Tried the callback yesterday and got a missed call 4.5 hours later... grrr

Quic Broadband

Move to New Zealand's best fibre broadband service (affiliate link). Free setup code: R587125ERQ6VE. Note that to use Quic Broadband you must be comfortable with configuring your own router.

xpd

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#503886 9-Aug-2011 14:36

ajobbins: You won't be able to connect without the Genius because of the provisioning model they use. We switched over as an existing Orcon customer and the existing modem wasn't able to authenticate.

Couldve sworn my old router was still connecting...... hmm oh well.

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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Splatty

94 posts

Master Geek

#503898 9-Aug-2011 14:46

Update: Got through and then selected the option for new customer that meant I got through to a person rather than being on hold.

To give a bit more background - I originally ordered the Lite in error and immediately re-requested a full instead. They sent the Lite, with a pre-paid courier bag that arrived at the same time to send it back. Two weeks ago I sent back the Lite, and have been chasing up the replacement handset Genius.

It transpires from talking to the cust service guy that the replacement Genius wasn't ordered at all. This information differs from the guy I spoke to last night. Today's rep assures me that he will put in a new order for it and said it could be a week or more till I get it. He couldn't prioritise the order at all unfortunately.

So, my original question remains - can I set up my Netgear router to connect. I know that I will have to do without a phone for now. It doesn't look promising though :(

I have a very unhappy wife and kids lol. Anyone have a spare bed for a week?

ajobbins

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#503900 9-Aug-2011 14:48

That is a question or Orcon really. If it is possible, they should be able to give you the details you need.

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softswitch

18 posts

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#504132 10-Aug-2011 00:35

Splatty: Update: Got through and then selected the option for new customer that meant I got through to a person rather than being on hold.

To give a bit more background - I originally ordered the Lite in error and immediately re-requested a full instead. They sent the Lite, with a pre-paid courier bag that arrived at the same time to send it back. Two weeks ago I sent back the Lite, and have been chasing up the replacement handset Genius.

It transpires from talking to the cust service guy that the replacement Genius wasn't ordered at all. This information differs from the guy I spoke to last night. Today's rep assures me that he will put in a new order for it and said it could be a week or more till I get it. He couldn't prioritise the order at all unfortunately.

So, my original question remains - can I set up my Netgear router to connect. I know that I will have to do without a phone for now. It doesn't look promising though :(

I have a very unhappy wife and kids lol. Anyone have a spare bed for a week?

My wife and kids would kill me If I took the internet away for more then a few days.... Could you PM your username and we will see about getting the modem sent out asap and get you online with your netgear while waiting.

Wolvo

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#504135 10-Aug-2011 01:39

I'm also having problems signed up on day it launched but some reason got rejected so called support and re ordered landline got disconnected on 1st august connected new modem and internet light would not come on and adsl sync is good seems like an authentication problem......very strange no problem s before
So far talked to support and no one has sorted the problem still without phone or internet.... Also having problem s getting to speak to support as when I finaly get threw they want me to change a setting on modem but I'm at work

And I was already with orcon on a different plan with perfectly good working internet and phone

Wish I never changed now getting grief from wife and kids aswell

any advice would be appreciated

Splatty

94 posts

Master Geek

#504162 10-Aug-2011 09:00

PM Sent. Having no internet is a bummer but we are learning the art of conversation and early nights lol. he thing that is giving me the most grief especially from the missus is no phone - if only I could change the answerphone message to say that they have actually got the right number and leave a message (the email to me when I test things by talking when I call my number works) or ring my cell.

Anyway, fingers crossed !!

ajobbins

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#504211 10-Aug-2011 09:55

Looks like we have issues with our number port. Works from everywhere except the Telecom network

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Splatty

94 posts

Master Geek

#504218 10-Aug-2011 10:01

Just found online information on how to access voicemail from elsewhere (have to phone an Auckland number though?!) It asks for pin. Tried 0000, 1234 and last four digits of phone but didn't work. Anyone know the default PIN?

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