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147 posts

Master Geek
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Topic # 119743 11-Jun-2013 22:03
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We've got Orcon Genius. I only signed up for one site but they converted both my home and office. (Well, they cut off my office connection trying to connect my home, then sent a Genius modem to the office to fix it. Sigh.)

Now phones at both locations are acting up ... from home, you dial and the phone goes silent (apart from line noise); from work people have trouble dialling in, and I get some "forbidden" message trying to dial out half the time.

Sometimes they work! But mostly not.

Is this ... "normal" for Orcon Genius?

(The phone numbers are different at each site, we have two Orcon accounts. We're in Dunedin.)

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1199 posts

Uber Geek
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  Reply # 834534 11-Jun-2013 23:03
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No that isn't normal, PM me your account number or username and I'll have the team take a look.




Regards FireEngine


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  Reply # 834535 11-Jun-2013 23:16
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See you've emailed in, I'll have the Team call you Wednesday to sort these issues out.




Regards FireEngine


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Uber Geek
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  Reply # 834547 12-Jun-2013 02:36
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looks like good feedback. ??





GZMCC. Nokia Lumia 1020,Galaxy Note 5, Microsoft Surface Pro 4 i5 4Gb Ram,128gb, Cam Am Spyder F3 LTD.  GoPro 5 Black, Samsung Gear 3


3 posts

Wannabe Geek


  Reply # 834555 12-Jun-2013 07:27
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Sounds like a mess (likely up the road mess)
When it's all sorted give me a PM and we'll get your office sorted Cool

Justa



147 posts

Master Geek
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  Reply # 835689 12-Jun-2013 12:28
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Juddy! So this is where you hang out on the interwebs huh? Are you guys still on Orcon?

Right now the phone light on my Genius modem at 109 Princes Street is blue, but dialling numbers (like Orcon's 0800 number) gives an engaged signal. At home the phone light is blinking orange, despite resetting the modem / phone / unplugging etc.

Yah yah.

@psychrn - No positive feedback yet. I wish. Perhaps the support tech is trying to phone me, to fix my phone, and wondering why I don't pick up ...



147 posts

Master Geek
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  Reply # 836154 13-Jun-2013 09:15
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Orcon Business Support called yesterday re one connection - reset the modem, phone came back online but disconnected again while we were talking. They scheduled an update of the Genius modem firmware for yesterday after work ... today the phone is making a "no service" tone (beep beep beep). No phone calls for me!

Had to call Residential Support re the other number, they got me to reset the modem and wait 24H to see if the frequent disconnect issue persists before they will open a ticket on it. (There's already a ticket, but that's a Business ticket and he can't touch it.)

Kinda weird that despite the two accounts being identical and suffering very similar symptoms (working internet, broken phone), I get bumped between "Business support" and "Residential support" to deal with the two phone numbers. (Does "Residential" = "overseas call centre"? Helpful guy, but seemed unable to do much.) Both on the same account.

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  Reply # 836169 13-Jun-2013 09:42
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xurizaemon: Orcon Business Support called yesterday re one connection - reset the modem, phone came back online but disconnected again while we were talking. They scheduled an update of the Genius modem firmware for yesterday after work ... today the phone is making a "no service" tone (beep beep beep). No phone calls for me!

Had to call Residential Support re the other number, they got me to reset the modem and wait 24H to see if the frequent disconnect issue persists before they will open a ticket on it. (There's already a ticket, but that's a Business ticket and he can't touch it.)

Kinda weird that despite the two accounts being identical and suffering very similar symptoms (working internet, broken phone), I get bumped between "Business support" and "Residential support" to deal with the two phone numbers. (Does "Residential" = "overseas call centre"? Helpful guy, but seemed unable to do much.) Both on the same account.


The Business Team won't do this in future.




Regards FireEngine




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Master Geek
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  Reply # 836193 13-Jun-2013 10:39
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Thanks FireEngine!

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  Reply # 836203 13-Jun-2013 10:52
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xurizaemon: Thanks FireEngine!


No worries, it happened because you needed a callback after the Business Team hours closed but we will work around that in future for Business accounts rather than pass you to Residential




Regards FireEngine




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Master Geek
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  Reply # 836284 13-Jun-2013 13:03
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Cheers. My phone still says "beep beep". I emailed back on the support ticket thread. No reply.

I can never tell if the Orcon support system will -

* email back and say, "Got it, we'll get in touch"
* email back and say, "Go away, use the website"
* or just look at me and roll its eyes like a teenager ...

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  Reply # 836288 13-Jun-2013 13:11
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xurizaemon: Cheers. My phone still says "beep beep". I emailed back on the support ticket thread. No reply.

I can never tell if the Orcon support system will -

* email back and say, "Got it, we'll get in touch"
* email back and say, "Go away, use the website"
* or just look at me and roll its eyes like a teenager ...


Business Support allows you to email in New issues.

Residential Support requires initial report to be via the website so we can categorise them and route them to the correct team.

Both accept replies/updates quoting the Ticket#xxxxxxx number in the subject, this lets us enter the email update into the correct problem record.




Regards FireEngine




147 posts

Master Geek
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  Reply # 836673 14-Jun-2013 09:05
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Thanks FireEngine. I emailed back on the ticket (#11357136) yesterday morning @ 9:10AM, no reply and no callback. Work phone out all day yesterday and still out today.

I will sacrifice a chicken tomorrow if it'll help me get the phone back next week.



147 posts

Master Geek
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  Reply # 836817 14-Jun-2013 13:00
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pip - pip - pip - pip - pip

3 posts

Wannabe Geek


  Reply # 836985 14-Jun-2013 18:58
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Hello?

70 posts

Master Geek
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  Reply # 836989 14-Jun-2013 19:05
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i have two genius modems myself, and came accross this exact issue aswell, but rather than calling them i thought that i'd do a few things myself before calling them.
I started by backing up all my settings on the Genius modem (incase the modem doesn't download the settings again automatically) and then did a factory reset on the modem, lucky for me the modem automatically re-downloaded the settings and configured itself, since then i haven't had an issue on both lines... if ya need help let us me know i'll run u thru it

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