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75 posts

Master Geek
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Topic # 115458 26-Mar-2013 19:52
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Been having performance issues with Orcon for months; was on Exchange connection, speeds topped out around 5 MB/s. Around Nov last year I called them to discuss the issue. They suggested a move to a cabinet. I said sounds good, make it happen. Nothing did.

Start of this month I get round to chasing the issue; they tell me, "sure we can do this, but we need to change from your work platinum connection to Genius" 

I agree, and set the date for the 19th of this month. On the appointed day, we plug in the Genius router and drop to a sync rate of around 322 kbps. I work from home for a major IT vendor, I live on Lync, remote desktop and video chat. I'm pretty much out of action.

Days come and days go; I have four visits from Chorus engineers, I get moved to another cabinet port. Still the same. Chorus determine that the line is good. After a firmware upgrade, Orcon finally agree to send me out a replacement router(with the old firmware). Which I get tonight. Performance is still the same. Sync rate 322 kpbs.

Previously, I'd asked Orcon about using another router (the old orcon home hub) instead for testing. They assure me, "No, no, that can't be done. Genius works on port based authentication. It needs to be the model we suppiled you"

Tonight I decide to test out if this is actually true. I export the config file, decode the base64 password and set up the old router. Perfect 14MB/s connection.

I'm staggered at how bad Orcon are here; I'm struggling for words. I've wasted in excess of 10 hours on the phone with them, I've been unproductive for a week and everythign they've told me has either been wrong or a lie.

I have 3 questions I hope someone can help me with.

1. Has anyone ever heard of these issues with genius before ?

2. I can't get my VOIP to Sync. The router reports 

"Mar 26 18:48:59 War <EVENT> cma: 011-00-00  SIPRegistration::handle401 already responded to AuthenticationRequest for user 95XXXXXX."

I've decoded my password and set my Sip domain, proxy server and register as sip1.orcon.net.nz. I set my authorization user name as it appeared on the genius unit ? What have I got wrong ?

3. What level of compensation would be appropriate here ?

TIA




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  Reply # 787431 26-Mar-2013 19:52
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Hello... Our robot found some keywords in your post, so here is an automated reply with some important things to note regarding broadband speeds.

 



 

If you are posting regarding DSL speeds please check that

 



 

- you have reset your modem and router

 


 

- your PC (or other PCs in your LAN) is not downloading large files when you are testing

 

- you are not being throttled by your ISP due to going over the monthly cap

 


 

- your tests are always done on an ethernet connection to the router - do not use wireless for testing

 


 

- you read this topic and follow the instructions there.

 



 

Make sure you provide information for other users to help you. If you have not already done it, please EDIT your post and add this now:

 



 

- Your ISP and plan

 


 

- Type of connection (ADSL, ADSL2, VDSL)

 


 

- Your modem DSL stats (do not worry about posting Speedtest, we need sync rate, attenuation and noise margin)

 


 

- Your general location (or street)

 


 

- If you are rural or urban

 


 

- If you know your connection is to an exchange, cabinet or conklin

 


 

- If your connection is to a ULL or wholesale service

 


 

- If you have done an isolation test as per the link above

 



 

Most of the problems with speed are likely to be related to internal wiring issues. Read this discussion to find out more about this. Your ISP is not intentionally slowing you down today (unless you are on a managed plan). Also if this is the school holidays it's likely you will notice slower than usual speed due to more users online.

 



 

A master splitter is required for VDSL2 and in most cases will improve speeds on DSL connections. Regular disconnections can be a monitored alarm or a set top box trying to connect. If there's an alarm connected to your line even if you don't have an alarm contract it may still try to connect so it's worth checking.

 



 

I recommend you read these two blog posts:

 



 

- Is your premises phone wiring impacting your broadband performance? (very technical)

 


 

- Are you receiving a substandard ULL ADSL2+ connection from your ISP?




I am the Geekzone Robot and I am here to help. I am from the Internet. I do not interact. Do not expect other replies from me.





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Master Geek
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  Reply # 787438 26-Mar-2013 19:56
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Don't worry about the SIP issue; I've fixed that. Cool

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  Reply # 787444 26-Mar-2013 20:07
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asjohnstone: 

1. Has anyone ever heard of these issues with genius before ?

3. What level of compensation would be appropriate here ?



1. Lots of varying Genius issues have been discussed here, I'm sure some of your issues probably cross over with other members here.

3. For a residential connection?  None.  For a business connection....you might have a chance to recoup some costs, but really if you're working from home on a residential connection you won't have much recourse.  If working from home is really a do or die situation then you need to be on a business plan to get guaranteed service and support.



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Master Geek
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  Reply # 787445 26-Mar-2013 20:11
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Even though I've been on the work platinum plan for 2 years, paying $189/month?

They pretty much forced me off it last week; apparently if I wanted to move to a cabinet connection I couldn't have a business class connection anymore.

Were they right to do this ? Seems strange to me

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  Reply # 787450 26-Mar-2013 20:14
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asjohnstone: 1. Has anyone ever heard of these issues with genius before ?

2. I can't get my VOIP to Sync. The router reports 

3. What level of compensation would be appropriate here ?



There are plenty of issues reported with Genius. Some people solve them, some don't.

As for compensation I'm sure your terms and conditions of a residential grade broadband connection make no reference to this. Ultimately you get what you pay for.

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  Reply # 787456 26-Mar-2013 20:20
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asjohnstone:They pretty much forced me off it last week; apparently if I wanted to move to a cabinet connection I couldn't have a business class connection anymore.

Were they right to do this ? Seems strange to me


You were obvuiously on a ULL connection before whereas now you're on Chorus due to the issues midspan injection were impacting your speed. Orcon can deliver whatever services they want over their own network using whatever SLA and contention they want to offer. A EUBA0 wholesale connection over Chorus is a best effort product that technically only has to meet the Commerce Commission regulated offering of 46kbps over a 15 min average.

As for "port based authentication" you're not tied to a device. All that means is that Orcon uses DHCP option82 to authenticate you on the network based on your ISAM port.
 

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  Reply # 787741 27-Mar-2013 11:29
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For EUBA (Wholesaled Chorus cabinet connection) we dont do port auth.
As you have found you are not restricted to a particular device, however if you use something other than we provide for Genius you wont get support for the device and its connection.

Having said that i havent seen a Genius sync that low before and sounds very odd.

Can you PM me your details so we can take a look.

Sorry you have so many issues.

Paul




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  Reply # 788139 27-Mar-2013 17:49
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gehenna:
asjohnstone: 

1. Has anyone ever heard of these issues with genius before ?

3. What level of compensation would be appropriate here ?



1. Lots of varying Genius issues have been discussed here, I'm sure some of your issues probably cross over with other members here.

3. For a residential connection?  None.  For a business connection....you might have a chance to recoup some costs, but really if you're working from home on a residential connection you won't have much recourse.  If working from home is really a do or die situation then you need to be on a business plan to get guaranteed service and support.



I'm sure the consumer guarantees act applies. But, you'd only be able to claim the cost of the outages (and maybe your time). 

Any business costs cannot be considered. 

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