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libbet

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#91378 12-Oct-2011 09:27
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I have been trying for two and a half months to get Orcon to come out and check the phone line at my property where i have had a monitored alarm installed (due to being burgled). Each time I or my flatmate contact them via their website we get no response, and over the phone, we get told the alarm company have installed the alarm incorrectly.
The alarm company is ADT - and I know that it has been installed correctly as the alarm tech has been back twice to check on the issue after the alarm stopped communicating with the monitoring centre. When the alarm stops communication it beeps till i reset and then it will happily monitor for a short period and then it beeps and on and on and on.
Since mid August i have been trying to get a technician from Orcon out to investigate and fix the issue with the phone line, however, they run diagnostic testing remotely and find that the phone is working perfectly fine and that is it, aside from telling me that I need to have a splitter installed.
Yell
Finally after getting yet another email telling me that i need a splitter installed and that the alarm is not installed correctly (which is a joke, as it does monitor each time i reset it after a communication failure) I finally have reached the end of my tether and sent a rather nasty email, left a nasty comment on their face book page and attempted to email the CEO (unfortunately he is not on my linkedin otherwise i would have contacted him to begin with).
This morning a technician arrived on my premises - (i was at work) and again said that the alarm company had not installed it correctly - WITHOUT even looking at the wiring in the roof!!

Orcon - YOU ARE SHOCKING!

has anyone else had an issue with their customer services? and how easy is it to break a contract with them, given that they have broken their contractual agreement??

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Beccara
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  #532217 12-Oct-2011 09:30
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So first question, Does the alarm have a filter installed where it connects to the phone line?




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freitasm
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  #532218 12-Oct-2011 09:31
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So, what's the problem that really needs solving at the moment?

The way I see it, the most pressing problem is the monitored alarm not working.

Perhaps instead of complaining about the customer service (this is another problem), the post should be about "what could possibly be causing my monitored alarm to fail when connected to Orcon?"

After this is established, then talk about the customer services.

So, anyone could throw some suggestions at what could be wrong with the alarm?







 

 

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libbet

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  #532219 12-Oct-2011 09:33
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the issue is not the alarm company it is the lack of customer service from orcon - two and a half months to respond?

libbet

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  #532220 12-Oct-2011 09:34
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Yes it does - first thing I checked with the alarm company was the filter installation

freitasm
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  #532221 12-Oct-2011 09:34
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So you are complaining about the customer service, not interested in finding out what could be causing the alarm to fail?




 

 

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libbet

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  #532226 12-Oct-2011 09:39
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both - I want to know why it has taken two and a half months for orcon to respond and how they can make a snap judgement that the alarm people have not put the alarm in correctly with out taking a look at the set up.
ADT - the alarm company have been fantastic and i have no issue with them. my issue is with the lack of customer service from orcon - and by customer service i am also including a resolution to the fault

coffeebaron
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  #532233 12-Oct-2011 09:47
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So you can confirm you have a master filter installed and a dedicated ADSL jack-point, and no filters on any phones / faxes etc plugged around the house?




Chorus has spent $1.4 billion on making their xDSL broadband network faster and even more now as they are upgrading their rural Conklins. If your still stuck on ADSL or VDSL, why not spend $195 on a master filter install to make sure you are getting the most out of your connection?
I install - Naked DSL, DSL Master Splitters, VoIP, data cabling and general computer support for home and small business.

 

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libbet

7 posts

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  #532238 12-Oct-2011 09:54
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there is one filter for the phone and broadband in the kitchen which the alarm tech knew about and the dedicated phone line for the alarm has a filter on it as per the alarm installation - the tech knew what he was doing and has been back twice to check on the system after the communication error and only thing they could suggest was the phone line up stairs which is what the system is connected to - he commented on it when he first put the alarm in, that the wiring did not look like it was very good.

sbiddle
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  #532241 12-Oct-2011 09:59
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No monitored alarm should ever be installed without a master DSL filter. If you don't have one you will run into problems affecting your DSL.
 
Just because an alarm company has been to visit gives me absolutely no confidence at all that they have disgnosed the fault correctly. Quite frankly the level of competence when it comes to phone/data wiring by most alarm installers is as poor as you can get. 
 
In regards to the issue there are a lot more things you should explain before jumping and attacking Orcon. It's safe to say the odds of a dodgy Telecom MPF between your port at the exchange and your home are pretty rare, particarly if Telecom's testing shows no faults. If the cable was at fault you'd probably have very poor DSL performance.

Right now I'd pick internal wiring in your home being the problem. Do you pay wiring maintenance on your phoneline? If not then it's up to you to have internal issues resolved, not Chorus (who will be sent out by Orcon).  

What are your DSL modem stats? How many dropouts are you experiencing?

      

sbiddle
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  #532242 12-Oct-2011 10:01
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libbet: there is one filter for the phone and broadband in the kitchen which the alarm tech knew about and the dedicated phone line for the alarm has a filter on it as per the alarm installation - the tech knew what he was doing and has been back twice to check on the system after the communication error and only thing they could suggest was the phone line up stairs which is what the system is connected to - he commented on it when he first put the alarm in, that the wiring did not look like it was very good.


Did you ask why they didn't do something about the wiring if it didn't look good? You own the wiring in your home, and if you pay a wiring fee to Telecom or your ISP/telco Chorus will come and repair things for free. They will however not rewire you home for free.

libbet

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  #532243 12-Oct-2011 10:02
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we do pay for wiring maintenance on the phone - and as for the internet it has been dropping out - not frequently but has done.
i am not a major geek in this field - all i know is that the alarm company have done what they should have done, namely installed the correct filter at the point where the alarm is connected

libbet

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  #532245 12-Oct-2011 10:03
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it was on the advise of the alarm tech that i contacted orcon re the wiring to get it fixed back in mid august.....

cyril7
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  #532249 12-Oct-2011 10:04
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Sounds to me like ADT are the ones that have failed you, not Orcon, they should have a central filter installed and a dedicated DSL socket, there should be no inline filters and that includes the daft idea of putting one on the input of the alarm. There is a correct central filter layout that should be used for alarms, not the layout ADT have implemented.

I have seen this type of erroneous layout used numerous times by alarm companies, when I have questioned them about it everyone just says thats what they have been advised to do, its wrong.

This is probably why you have 2months of no action, you keep looking at the wrong problem.

Cyril

quentinreade
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  #532254 12-Oct-2011 10:16
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Hi,
Monitored Alarm systems require a master filter. We have looked into this again, and are confident that the Orcon technician is 100% correct and it sounds like your alarm system is installed incorrectly.
When the alarm dials out you will get disconnected without a proper full installation.
Sorry, but you'll need to take this up again with the alarm company.
Cheers. 




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cyril7
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  #532257 12-Oct-2011 10:19
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If you get no sense from ADT then get a data cabler /comms tech to sort it for you, as Quentin and I have stated to not have a central/master filter with an monitored alarm is a failed result.

Cyril

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