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  Reply # 882495 21-Aug-2013 23:59
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variable: So, ringing help desk is going to be useless, because my physical connection is perfectly fine. It's more useful to complain here, so the actual techies from Orcon can see this problem straight away.


The purpose of ringing or logging a ticket was so we can id YOU and follow the parts of the network YOU are using so we can see what is happening. As I said we have no widespread issue with the network at this time so we start with your connection and work upstream. No details for you meant that process couldn't start.




Regards FireEngine




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  Reply # 882902 22-Aug-2013 16:39
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I wonder how " Wide Spread " this is


Probably more like the average Joe does not really realise how poorly their ISP is performing.  You need to get pretty pissed off to search the web to find a forum to vent frustrations about a support team that is not telling you the full story as its not coming down from the top.  

Lets do a Wide Spread Test I am in New Plymouth  Obviously there is others in Auckland. 

So we have 400km of wide spread already what other cites are people in ?





 
 
 
 


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  Reply # 882912 22-Aug-2013 16:49
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Allanhall: I wonder how " Wide Spread " this is


Probably more like the average Joe does not really realise how poorly their ISP is performing.  You need to get pretty pissed off to search the web to find a forum to vent frustrations about a support team that is not telling you the full story as its not coming down from the top.  

Lets do a Wide Spread Test I am in New Plymouth  Obviously there is others in Auckland. 

So we have 400km of wide spread already what other cites are people in ?






Can someone say what the actual issue here is? I'm in Auckland and haven't seen any issues in the past week.

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  Reply # 882918 22-Aug-2013 16:58
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Bhavicp:
Allanhall: I wonder how " Wide Spread " this is


Probably more like the average Joe does not really realise how poorly their ISP is performing.  You need to get pretty pissed off to search the web to find a forum to vent frustrations about a support team that is not telling you the full story as its not coming down from the top.  

Lets do a Wide Spread Test I am in New Plymouth  Obviously there is others in Auckland. 

So we have 400km of wide spread already what other cites are people in ?



Can someone say what the actual issue here is? I'm in Auckland and haven't seen any issues in the past week.


At the moment there is no "actual" single network issue being experienced that I am aware of (and I'm well placed). variable is in touch with our Assurance team and working through some checks on his connection, I can't find what allanhall's issue is from his posts that I have found, (other than concern over Genius' ability to carry alarm and medical alert which I responded to above).

variable has pretty good speed to the US (remember UFB doesn't come with a free world-wide internet speed upgrade, there are plenty of reasons outside Orcon's control for a particular speed to be experienced from a particular site), and even ping test.net class his experience to Sydney as "very good".

Also worth considering that we have a lot of customers, at any one time a number will have issues from layer one upwards, some of those issues will have similar (even identical) symptoms but very different root causes.




Regards FireEngine




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  Reply # 882927 22-Aug-2013 17:07
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Allanhall: I wonder how " Wide Spread " this is


Probably more like the average Joe does not really realise how poorly their ISP is performing.  You need to get pretty pissed off to search the web to find a forum to vent frustrations about a support team that is not telling you the full story as its not coming down from the top.  

Lets do a Wide Spread Test I am in New Plymouth  Obviously there is others in Auckland. 

So we have 400km of wide spread already what other cites are people in ?



Hi Allan, can you check to see if you are the Allan Hall who received an email on 22/8 @01:50 asking you to contact Orcon as we had detected your line frequently reconnecting? If that is you then it looks like you have a physical line issue (possibly water ingress given the timing and the recen weather), for which we will roll a tech to visit and restore the line to its normal clean state.




Regards FireEngine




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  Reply # 882935 22-Aug-2013 17:18
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Wow I just got a text on it ,

no email though.  

Its just when I have been told some really untrue stories from support. ( when they we oblivious to whats happening a the top)  

I don't even bother ringing support any more. its not worth my time. 

I will update once the line is looked at. 

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  Reply # 882945 22-Aug-2013 17:28
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Allanhall: Wow I just got a text on it ,

no email though.  

Its just when I have been told some really untrue stories from support. ( when they we oblivious to whats happening a the top)  

I don't even bother ringing support any more. its not worth my time. 

I will update once the line is looked at. 


Cool, right allanhall then :-)

The email goes to the main address on the account, maybe in a spam filter?? No worries, the team have it now and we will get it sorted.




Regards FireEngine




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  Reply # 882946 22-Aug-2013 17:29
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So I got a call from the support desk this morning, I've told them my symptoms and they first reckon was due to network congestion, then I asked what's the point of having fibre if the speed is slower than copper from slingshot? The whole point was to get faster internet speed, it's not my problem that your network is congested. Then they asked if I am using wifi, and tried to convince me it can be my wifi's problem, but come on, if I can get ~30mb national speed, how could this be my wifi's problem.

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  Reply # 882948 22-Aug-2013 17:36
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variable: So I got a call from the support desk this morning, I've told them my symptoms and they first reckon was due to network congestion, then I asked what's the point of having fibre if the speed is slower than copper from slingshot? The whole point was to get faster internet speed, it's not my problem that your network is congested. Then they asked if I am using wifi, and tried to convince me it can be my wifi's problem, but come on, if I can get ~30mb national speed, how could this be my wifi's problem.


Can you pm me the sites you are testing to, may need to look at how much of whose network the have after you drop off the Orcon network, did they get you to tracert?




Regards FireEngine




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  Reply # 882959 22-Aug-2013 17:40
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FireEngine:
variable: So I got a call from the support desk this morning, I've told them my symptoms and they first reckon was due to network congestion, then I asked what's the point of having fibre if the speed is slower than copper from slingshot? The whole point was to get faster internet speed, it's not my problem that your network is congested. Then they asked if I am using wifi, and tried to convince me it can be my wifi's problem, but come on, if I can get ~30mb national speed, how could this be my wifi's problem.


Can you pm me the sites you are testing to, may need to look at how much of whose network the have after you drop off the Orcon network, did they get you to tracert?


I used speedtest.net and pingtest.net, both tried servers within NZ and outside of NZ.

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  Reply # 883577 23-Aug-2013 20:03
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Youtube is slow tonight again, I guess it's using the node in Sydney, is there a way to use another node?


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  Reply # 883639 23-Aug-2013 21:33
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far out is it what..Auckland UFB not happening.

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  Reply # 883648 23-Aug-2013 21:48
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But is it orcon at fault or YouTube? I've heard of lots of complaints of YouTube of late including outside of nz.

If you were on that html5 trial would you now be automatically removed from it? I had heard of this causing problems

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  Reply # 883649 23-Aug-2013 21:53
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MadEngineer: But is it orcon at fault or YouTube? I've heard of lots of complaints of YouTube of late including outside of nz.

If you were on that html5 trial would you now be automatically removed from it? I had heard of this causing problems


Well I am not sure, but here are the facts, youtube was slow, speedtest shows link to Sydney was slow, I just tried vimeo, it was also slow. What does it tell you?

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  Reply # 883673 23-Aug-2013 22:30
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Sydney is slow here but Vimeo is streaming HD as fast as.

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