Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.




268 posts

Ultimate Geek
+1 received by user: 49


Topic # 113429 16-Jan-2013 18:52
Send private message

So sometime during the night of the 14th-15th my Genius lost internet connectivity. ADSL Sync is on and the statistics on it are fine, no different from what they were previously. The modem log shows it not getting beyond trying "PPP: Start to connect..." every so many seconds.

I contact support who suggest I do a factory reset by holding the button on the side. Done that, with no change. I email support back with this yesterday. I get the automatic "we have received your message" reply, but no further follow-up.

I emailed again today, 24 hours later, asking what's up. So far I haven't gotten any reply back. Is anyone there? Is my problem being worked on? Have I disappeared like my internet and phone?

I appreciate that some problems can take a while to resolve, but I'm sure customers would appreciate some sort of timely feedback that the problem is being worked on.

(It's ticket #11104746 if someone wants to have a look)

---JvdL---

View this topic in a long page with up to 500 replies per page Create new topic
 1 | 2
19282 posts

Uber Geek
+1 received by user: 2600
Inactive user


  Reply # 745882 16-Jan-2013 19:24
Send private message

Why not call them back?



268 posts

Ultimate Geek
+1 received by user: 49


  Reply # 745886 16-Jan-2013 19:31
Send private message

I can't call them back right now because my phone isn't working, on account of my Genius internet not working.

---JvdL---

 
 
 
 


19282 posts

Uber Geek
+1 received by user: 2600
Inactive user


  Reply # 745893 16-Jan-2013 19:54
Send private message

Don't you have a mobile?

4182 posts

Uber Geek
+1 received by user: 664

Moderator
Trusted
Lifetime subscriber

  Reply # 745898 16-Jan-2013 19:58
Send private message

If you have a mobile and call them their system will record your number and they'll call you back so you don't have to pay for the call.




268 posts

Ultimate Geek
+1 received by user: 49


  Reply # 745912 16-Jan-2013 20:16
Send private message

That's nice. I'd have to buy a working mobile first though.

4182 posts

Uber Geek
+1 received by user: 664

Moderator
Trusted
Lifetime subscriber

  Reply # 745915 16-Jan-2013 20:19
Send private message

Well without the means to communicate you'll be stuck waiting for them to return your email, which means the entire process will take a lot longer than usual given you'll have to do a lot of back and forth via email to achieve the same as a single phone call. Perhaps buy a phone card and use a pay phone if you want to expedite that.

Actually, do pay phone's still exist?!

286 posts

Ultimate Geek
+1 received by user: 23

Subscriber

  Reply # 745924 16-Jan-2013 20:28
Send private message

In your circumstances - phone Orcon.  That's what works - but posting on Geekzone is a good secondary option.

Genius users really need to think about the fact that if the 'internet' is down - so is their phone service.  The old non-internet (ie PSTN) worked unless the telephone line was dead - even if a power outage occurred - but the Genius service is nowhere near as resilient.  Having a mobile phone is a backup that Genius users should consider a must-have.

A few days ago I discovered that Norton Internet Security was not recognised by Windows 7 as active Virus detection and up-to-date.  I went through all the NIS settings and everything was turned on.  Through the product's support tab I was able to open a browser-based chat session to their support personnel.  He asked if he could access my PC remotely.  I said yes and watched.  He looked around then ran several DOS commands, rebooted twice, and the problem was fixed.  Each time the PC rebooted the remote access client restarted and re-established itself.  When he had finished he asked me to recheck.  I went through control panel/action centre and all was fixed (with him watching) then the remote connection was ended by me.

Considering the alternative of emailing support etc. this experience was stunningly fast and effective.  Yes there was a risk in letting an unknown person take control of my PC but IMHO the substantially raises the bar on product support performance.

Anyone from Orcon watching?

4182 posts

Uber Geek
+1 received by user: 664

Moderator
Trusted
Lifetime subscriber

  Reply # 745933 16-Jan-2013 20:39
Send private message

OldGeek:
Genius users really need to think about the fact that if the 'internet' is down - so is their phone service.  


I would say that's something anyone with a VoIP connection needs to think about, regardless of provider.

xpd

The Overrated Raccoons
8457 posts

Uber Geek
+1 received by user: 1149

Mod Emeritus
Trusted
Lifetime subscriber

  Reply # 746128 17-Jan-2013 09:08
Send private message

Jarno: That's nice. I'd have to buy a working mobile first though.


No internet. No mobile. Yet you are on Geekzone asking for help.....





XPD / Gavin / DemiseNZ

 

For Free Games, Geekiness and Reviews, visit :

 

Home Of The Overrated Raccoons

 

 


Fully Operational
3343 posts

Uber Geek
+1 received by user: 1088

Trusted
Vocus
Subscriber

  Reply # 746145 17-Jan-2013 09:30
Send private message

OP; are you in Christchurch by any chance?

I suggest you try restarting your Genius again - unplug the power for a minute then plug it back in.  See what happens.  If you have no joy then post back and I'll chase your ticket.

Cheers



Dan



268 posts

Ultimate Geek
+1 received by user: 49


  Reply # 746334 17-Jan-2013 13:26
Send private message

I'm in Nelson.
Powercycled it again, with the same result. ADSL up, internet down.

Fully Operational
3343 posts

Uber Geek
+1 received by user: 1088

Trusted
Vocus
Subscriber

  Reply # 746350 17-Jan-2013 14:14
Send private message

Looking into it... if I can't get anywhere I'll push it to someone who can help.  Can you PM me some contact details or is it email only at the moment?

Fully Operational
3343 posts

Uber Geek
+1 received by user: 1088

Trusted
Vocus
Subscriber

  Reply # 746353 17-Jan-2013 14:19
Send private message

Hi, I can't see what the issue is, you have a DSL connection but it seems like the modem isn't attempting to authenticate.  It may need a replacement.  I've pushed to the appropriate team to investigate so, they should be in touch.  Thanks!



268 posts

Ultimate Geek
+1 received by user: 49


  Reply # 746387 17-Jan-2013 15:17
Send private message

Thanks for looking.
I dug out the username and password from the settings backup file and tried that with my old modem, but that didn't want to authenticate either.

Fully Operational
3343 posts

Uber Geek
+1 received by user: 1088

Trusted
Vocus
Subscriber

  Reply # 746391 17-Jan-2013 15:21
Send private message

As you're on LLU, the auth is by port anyway (eg. the un/pw is ignored) so it's a strange one and not likely to be a configuration issue.  

Sorry for the trouble, and we'll try get it sorted as soon as we can.

 1 | 2
View this topic in a long page with up to 500 replies per page Create new topic



Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

New Zealand's IT industry in 2018 and beyond
Posted 22-Jan-2018 12:50


Introducing your new workplace headache: Gen Z
Posted 22-Jan-2018 12:45


Jucy set to introduce electric campervan fleet
Posted 22-Jan-2018 12:41


Hawaiki cable system will be ready for service in June 2018
Posted 22-Jan-2018 12:32


New Zealand hits peak broadband data
Posted 18-Jan-2018 12:21


Amazon Echo devices coming to New Zealand early February 2018
Posted 18-Jan-2018 10:53


$3.74 million for new electric vehicles in New Zealand
Posted 17-Jan-2018 11:27


Nova 2i: Value, not excitement from Huawei
Posted 17-Jan-2018 09:02


Less news in Facebook News Feed revamp
Posted 15-Jan-2018 13:15


Australian Government contract awarded to Datacom Connect
Posted 11-Jan-2018 08:37


Why New Zealand needs a chief technology officer
Posted 6-Jan-2018 13:59


Amazon release Silk Browser and Firefox for Fire TV
Posted 21-Dec-2017 13:42


New Chief Technology Officer role created
Posted 19-Dec-2017 22:18


All I want for Christmas is a new EV
Posted 19-Dec-2017 19:54


How clever is this: AI will create 2.3 million jobs by 2020
Posted 19-Dec-2017 19:52



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.