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9 posts

Wannabe Geek


Topic # 123329 3-Jul-2013 15:35
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Hi there, I've been having trouble since the 24th of June with my VOIP phone line with the orcon genius. I have had no land line since then and Orcon has only ever contacted me regarding it once this whole time!

I get a flashing orange light on my genius for the phone but my internet (on UFB) is working fine with no issues. I'm based in Dunedin

I have called tech support where they made me restart the modem and power cycles several times with no luck, they have supposedly put me through to a lvl 2 technician who assured me it was fixed on the 26th, which is WAS NOT!

Since then I have had no updates despite calling every single day. I have been told to wait, I have sent orcon emails also with no replies.

Does anyone have any advice on what to do next? My parents are getting quite angry at the situation and is more than happy to just pay the termination fee and sign up to something like telecom where they offer fibre as well.

I think in this day and age it is ridiculous for something to take this long unless there was a good reason behind it, which they should relay on to customers like myself (which hasn't happened). I don't think having no phone line for over a week is acceptable considering the price I am paying for the fibre connection which is supposed to be so much better! It is a big inconvenience for my family. 

Any help would be appreciated, but I think we may have to change suppliers if this isn't solved soon.

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Vocus

  Reply # 848826 3-Jul-2013 15:39
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Hi Chewyz,

I'm very sorry to hear that you've had these problems.  It's not what we like to see at all.  If you can send me a PM with your Orcon username, I'll find out what's happening and see if we can get this resolved for you.

Regards

Dan

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  Reply # 848828 3-Jul-2013 15:43
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Agree, that lack of service is not on.

Can you log into the Genius device to see what firmware version it is running? I had similar problems with ver 1400. Mine is now 1423 and this is really good.

Anyway, I am sure an Orcon rep will help soon.



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Wannabe Geek


  Reply # 848833 3-Jul-2013 15:49
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Thanks Dan, I have PM'd you

linw : i'm sure i'm on the latest one as my connection is fairly new, got it late May. The first month was amazing, with no issues what so ever. But I will check once I get home what version it is.

If it is not the version you have, how would I go about updating it? as from memory there isn't an auto update option.

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  Reply # 848876 3-Jul-2013 17:34
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Hi,

Thanks for your patience.

There's no upgrade from 1423, it's the very latest firmware.  I don't think the fault in this case is a firmware issue, the exact nature of the fault is not something I've seen before in fact.

Thanks,

Dan

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  Reply # 849090 4-Jul-2013 09:32
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See, told you one of the great techs would be here soon!!

Best of luck, but with Dan on the job, you won't be dependant on luck!



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Wannabe Geek


  Reply # 849264 4-Jul-2013 14:01
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Yes, Dan has been a great help, really appreciate it! :)



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Wannabe Geek


  Reply # 849961 5-Jul-2013 23:06
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Thought I had got a good fix.... got a new modem in the mail from Dan today, but it didnt fix the problem.... I got home late as I worked till 9:30pm.

Rang tech support, which I regret so much right now. the guy tried to fiddle with some settings and now my internet is also down!!! Because by the time this happened it was already 10:30 I can't even get a hold of the guy that screwed up my internet. Now I have NO internet NO land line....

This is the most terrible internet experience I ever had with a teleco....and I used to be on Slingshot!! :(

I appreciate Dan trying to sort this out, but what it really comes down to is that the tech support team does not help with anything other than tell you to turn your hard ware on and off... and the sense of urgency is just not there, even though it is obviously very disruptive for us here.

I will be ringing first thing in the morning at 8am...I am so angry right now ><

(having to tether through my smartphone just to go online)



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Wannabe Geek


  Reply # 849963 5-Jul-2013 23:13
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not sure if it was the rant, or if someone at orcon has a really evil sense of humour...internet seems to be back on...

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  Reply # 850005 6-Jul-2013 09:32
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Phone going??

"Pass the parcel" help systems just don't work, eh. If you know someone else will be getting the next even more irate call why would you go the extra mile?

There just isn't any sense of ownership hence no pressure to get it right and follow up. There has to be some personal skin in the business.

The contrast is here and Facebook where we can deal with a real person. But I do feel that good service should be available to everyone.



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Wannabe Geek


  Reply # 850021 6-Jul-2013 11:00
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Had no luck getting through to anyone this morning. Will try again after lunch. It's just getting a bit ridiculous....



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Wannabe Geek


  Reply # 850123 6-Jul-2013 14:56
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just an update for anyone who cares...

Was on the phone with orcon for over an hour just now, no fixes. but it seems the new modem being sent to me was faulty....so I still have the internet through my old modem but they will send me ANOTHER one.... :/ still sort of skeptical...

Anyways a positive thing did come from this, we finally managed to get the genius go to work. So at least we sort of have a home line now....

I'll post further updates once the new, new modem comes in ....

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Wannabe Geek


  Reply # 850169 6-Jul-2013 17:08
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What are your VLAN settings on the new modem? And when you plugged it in, you made sure it was plugged into LAN4 on the modem? (and on the front page when you log into the modem it should say LAN4 in a drop down box at the top right)
It should also be running 1423 which it will show you on the first page :)

On your other modem (older one) is it pulling down the SIP settings? 

And final question, are you on Northpower Fibre by any chance?



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Wannabe Geek


  Reply # 850175 6-Jul-2013 17:16
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What are your VLAN settings on the new modem? And when you plugged it in, you made sure it was plugged into LAN4 on the modem? (and on the front page when you log into the modem it should say LAN4 in a drop down box at the top right)

- yes Lan 4 port on the modem, but i cant get in to the modem wireless or wired....

It should also be running 1423 which it will show you on the first page :)

- cant get in to the new modem

On your other modem (older one) is it pulling down the SIP settings?

- yes it is.

And final question, are you on Northpower Fibre by any chance?

- chorus



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Wannabe Geek


  Reply # 853727 11-Jul-2013 10:03
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SO I was told to reboot my modem on Tuesday. It is now Thursday not a word from orcon yet..... Also no new modem received either.. :/

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  Reply # 853763 11-Jul-2013 11:18
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Hi,

I'm getting someone from T2 to give you a call.  We have been working with Chorus on getting this resolved but it sounds like communication hasn't been up to scratch.

Thanks

Dan

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