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23 posts

Geek
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Topic # 113595 21-Jan-2013 20:30
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I hope someone might be able to help or advise on how to handle this best:

17/12: Advised Orcon that I would be moving to a new provider, agreed that I would pay for service through to 29th January and that the new provider would hook up before then.

18/1: Early in the morning the phone and internet went dead - no dial tone, no adsl/ppp lights on the modem at all. Phoned Orcon, did the usual troubleshooting, then was told I just had to wait for L2 techs to sort it out

(several more phone calls, no new information as it was over the weekend)

20/1: Heard from someone that if you call my number someone answers the phone.  I called and spoke to the person and confirmed.  Checked online and my data usage is continuing to grow (is now over the limit) and toll calls logged to my account.

21/1: Called twice today and explained the situation, they confirmed that someone else is connected to my phone.  This afternoon I heard that a tech had visited the exchange in the morning and basically they found a line with active sync, no further action as far as I know...  No news on what will happen next, two people said they would call me back and didn't...

My concerns:
a) as the switchover date gets closer, Orcon are less and less interested in fixing what is really a serious failure, and all the while I am paying through the nose for mobile data

b) that Telecom are going to have problems effecting the switchover because of whatever the problem is

c) that I have to go through all this again with billing

Any help or suggestions appreciated

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380 posts

Ultimate Geek
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  Reply # 748471 21-Jan-2013 21:00
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who did you talk to on yr number?

BDFL - Memuneh
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  Reply # 748493 21-Jan-2013 21:46
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  Reply # 748508 21-Jan-2013 22:16
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I've seen this time and time again in my helpdesk days.... Crossed line someone else usually in your area has your line.
A tech to the exchange usually fixes this.... and Orcon should be able to block your internet and Toll calling so that this other person cant use the internet.

The problem you got is you have possibly called this person and said "Hay you have my number.... Grrr" how that person knows their toll calling is not theirs and racking it all up on your account.




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  Reply # 748565 22-Jan-2013 04:02
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They did this too me too, good luck getting your number back never tell them your disconnecting until your lines connected to your new ISP. I'm not trying to be racist saying this but the help desk reps in the Philippines are a bunch of idiots if you want them to understand you then speak very slowly and repeat your self 2 times in English on the important parts.



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Geek
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  Reply # 748570 22-Jan-2013 06:19
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Thanks for the replies.  

I don't know who I spoke with, but they are an Orcon customer and live in the same suburb as me.  I don't think they have got it as a 'new number' - I mentioned my number and asked if they thought it was theirs - thankfully they said no.  So presumably it's just a connection issue, but on the surface it looks like a simple one and not a fault - why does it take so long to sort out?

Nobody from Orcon mentioned the possibility of blocking the number in the meantime, it's a bit late now but I will keep that in mind when I talk with them next.  Not sure whether they are racking things up, just one toll call and one mobile call last time I looked...

The helpdesk have been pleasant to speak with but really haven't been any help beyond actually logging the call...it's so frustrating.  You get the feeling that nothing will happen unless you phone twice a day to chase things up, 30+ minutes on the phone each time...


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  Reply # 748587 22-Jan-2013 07:27
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The copper cabling system in this country is a bit of a mess with poor management and wrong connections being made all the time. One of the advantages of VOIP is that people can't rack up massive bills if the Chorus tech connects it to the wrong address. It's also pretty easy to tap into anyone's line on your street too.





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  Reply # 748599 22-Jan-2013 08:24
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From reading post here about Orcon recently it looks like you sort it with your new ISP before you even talk to Orcon if you want any sort of service the next day..




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Old3eyes


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  Reply # 748789 22-Jan-2013 13:46
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Zeon: The copper cabling system in this country is a bit of a mess with poor management and wrong connections being made all the time. One of the advantages of VOIP is that people can't rack up massive bills if the Chorus tech connects it to the wrong address. It's also pretty easy to tap into anyone's line on your street too.


Ture...

However a disadvantage of VoIP if you have low security and easy crackable passwords you can rackup a even larger bill when your account or poorly configured PBX is hacked... (happened to me.... my bad and totally accepted it was my bad)

To the OP: Pressure Orcon and your issue will be fixed.... they also should refund any toll calls made and data costs after the first point of contact you made with them.




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  Reply # 748974 22-Jan-2013 16:38
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Thanks for the further replies and advice!

Old3eyes: I had heard about this, and I did get things arranged with Telecom first, but the problem with Orcon is that you have to give 30 days notice, therefore you tell them in advance or else pay 30 days more than you need to.

As it happens I got a call back today and was told that an engineer was going to look at things this afternoon sometime.  When I got home the phone and internet were working - whew!  Now just the accounts hassles to look forward to, hope it's not too painful.



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