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5 posts

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Topic # 128928 28-Aug-2013 18:51
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I had some technicians come to my house yesterday to provision my new UFB connection. They installed all the cabling and hardware - the ONT connected properly, but the Orcon Genius cannot establish a link with the ISP. It will not assign it a WAN IP. I logged my fault with the technical support helpdesk, who said it could take up to three days to resolve.

I left a message with Ross, the manager from social media about my experience and he forwarded it to the "technical support" team that contacted me and said the issue would be resolved by the end of the day. It is now after business hours and I haven't heard from them, nor has my problem been fixed.

From a technical perspective:
Either the modem issued to me is faulty, or there is a configuration problem at Orcon's end. This should not be an issue that takes three or so business days to resolve after dealing with a call centre that is essentially a human "answering machine" for the people who will really investigate the problem. Let customers talk to someone with real technical knowledge - not someone given a basic script that starts and ends with resetting your modem.

From a business perspective:
I am a new customer, this is an absolutely horrendous first experience with your company and services. I've already referred people to your service and now I feel guilty about it.

Could someone from Orcon please look into this and make a solemn attempt at fixing it? I've been looking forward to fibre since the UFB rollout was announced, I even work for one of the companies involved in the build project.

If it couldn't be fixed within the day for some reason, someone should have at least got back to me with an update so I know what's being done about it. It feels to me like the company couldn't care less.

Thanks,

Waata

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  Reply # 886104 28-Aug-2013 19:10
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Feel your pain Waata. Provisioning at Orcon is painful (at least it has been for me).

Hang in there, as some of the guys are genuinely trying to do their best with what looks like a very poor infrastructure/implementation process.


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  Reply # 886204 28-Aug-2013 21:35
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Hi Waata

Sorry to hear your having issues.

We actually have a huge amount of issues with Chorus not provisioning the DHCP Option 82 details correctly in the ONT (or at all). Either that or they forget to turn VLAN tagging on for the ONT Port.

These do take some time to resolve.

PM me your details and I will see whats up.

 
 
 
 


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  Reply # 886293 29-Aug-2013 01:06
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Sounddude: Hi Waata

Sorry to hear your having issues.

We actually have a huge amount of issues with Chorus not provisioning the DHCP Option 82 details correctly in the ONT (or at all). Either that or they forget to turn VLAN tagging on for the ONT Port.

These do take some time to resolve.

PM me your details and I will see whats up.


Does Chorus have to do the config manually? I would have thought Orcon could push config changes to the ONT (via chorus) automatically.

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  Reply # 886323 29-Aug-2013 08:38
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Publius:
Does Chorus have to do the config manually? I would have thought Orcon could push config changes to the ONT (via chorus) automatically.


We have a default template which they should be using. But yes it was manually configured for a long time. Hopefully thats been solved now.

We have also noticed that sometimes the ONT (Enable, UFF) says its configured, but doesn't actually do what its told.

That causes us a few issues as we have to prove that its not working, which involved running debug mode on our BNGs to capture DHCP packets.

Its not much fun.



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  Reply # 886337 29-Aug-2013 09:12
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Sounddude:
Publius:
Does Chorus have to do the config manually? I would have thought Orcon could push config changes to the ONT (via chorus) automatically.


We have a default template which they should be using. But yes it was manually configured for a long time. Hopefully thats been solved now.

We have also noticed that sometimes the ONT (Enable, UFF) says its configured, but doesn't actually do what its told.

That causes us a few issues as we have to prove that its not working, which involved running debug mode on our BNGs to capture DHCP packets.

Its not much fun.




Yeah its still largely manual, and we generally have to prove its a chorus side fault with network packet captures or nothing gets done.
Common issues are:
* Incorrect DHCP info
* Circuit ID is spelt incorrectly/missing/someone elses(had this once)
* VLAN tags are missing

We certainly can have issues as well, so in no way saying woe is me its all chorus's fault...






meat popsicle

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  Reply # 886341 29-Aug-2013 09:27
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Hi Waata

You should be up and going! Looks like it was provisioned wrong on our end.

Huge apologies from us!

Hope you enjoy your fibre!

:)


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  Reply # 886477 29-Aug-2013 12:59
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Refreshing honesty!!



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Reply # 886777 29-Aug-2013 22:27
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Sounddude: Hi Waata

You should be up and going! Looks like it was provisioned wrong on our end.

Huge apologies from us!

Hope you enjoy your fibre!

:)



Thanks for resolving this. It's up and running and it's pretty quick :)

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  Reply # 886856 30-Aug-2013 08:15
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is it possible to enter the WAN IP info manually and not rely on DHCP?





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  Reply # 886864 30-Aug-2013 08:33
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hamish225: is it possible to enter the WAN IP info manually and not rely on DHCP?


The Residential plans rely on DHCP Option 82 for Authentication. They are also dynamic IP's for the most part (unless you pay for a static IP, which would still be assigned by DHCP).




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  Reply # 886876 30-Aug-2013 09:06
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Sounddude:
hamish225: is it possible to enter the WAN IP info manually and not rely on DHCP?


The Residential plans rely on DHCP Option 82 for Authentication. They are also dynamic IP's for the most part (unless you pay for a static IP, which would still be assigned by DHCP).





Which means No:)




meat popsicle

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