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103 posts

Master Geek


# 140882 23-Feb-2014 16:16
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Hi, I've been with Orcon for about 7-8 months now. I have had non stop trouble. Ive even been talking to the support team management so I've been told. 
I have internet and phone troubles all the time. Phone cutting in and out, disconnections to random websites/game servers etc. I've gone through the help process lots of times.
I've done the modem reboots, modem resets, wired connection instead of wireless. tested with more than one device. I've sent trace routes, pings, did your custom orcon test app thingy.
Also got the modem firmware changed.
I've had 3 Orcon modems. I had also been promised a Tech to check our line what was seemed to be canceled. Some times the support team seem to fix it but only lasts for a short time.
I spend hours on the phone to the support team they are really polite what is nice but takes ages to get any thing fixed.
I was just talking to your help desk before and was also meant to get an email for doing some tests again.... but haven't got it.
All I want is out of my contract but Im not allowed to without paying the termination fee since I haven't contacted them in a while but that's because I never seem to be able to get it fixed from support.
I'm sick of doing testing and spending hours on the phone to support. I have to even ring the support on my cell phone other wise the phone normally cuts out while talking to them....
I know this is a rant but all I want is a proper service, it hasn't worked since day one.

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1217 posts

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  # 992861 23-Feb-2014 16:19
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Sure. PM me your account number or username.




Regards FireEngine


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  # 992863 23-Feb-2014 16:34
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Hi there, back in December when we looked at it the issue appeared to be caused by using lots of Up and Download bandwidth at the same time - which will cause jitter and latency so mixing gaming and downloading for instance may cause issues.

How many devices connect to the internet in the household? (inc phones, tablets, computers etc...)

Currently your sync rates look OK at 14/1, I will happily run this through the Assurance Team again but I'd like to go to them with some basics covered since last time. As you have had multiple modems and there is no indication of a line fault we have to consider other possibilities.

On some days 30% of your data is UPload - that will impact the experience of the internet overall for you due to the way data moves down the line but ack packets must go up, if the Upload is under pressure the ack packets get delayed and so download suffers (or gaming suffers as ping jitters all over the place).




Regards FireEngine


 
 
 
 


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  # 992872 23-Feb-2014 16:46
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FireEngine: On some days 30% of your data is UPload - that will impact the experience of the internet overall for you due to the way data moves down the line but ack packets must go up, if the Upload is under pressure the ack packets get delayed and so download suffers (or gaming suffers as ping jitters all over the place).


30% upload is pretty high and will cause all sorts of transient reliability type  issues - anything you can do to lower this - turn off torrents, cloud backups etc?




103 posts

Master Geek


  # 992873 23-Feb-2014 16:46
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yeah I do alot of cloud storage. Alot of my stuff backs up online with different services etc. But even if not uploading I still have these issues. I have up to 10 devices but maybe up to 3 on the internet at once. there is a couple of pcs, tv,xbox, and cell phones. my internet speeds are fine I have no complaints about the speed. I've even only had one device on the network at once and still happens.



103 posts

Master Geek


  # 992875 23-Feb-2014 16:51
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since I got my modem firmware changed that seemed to make it a lot better but only for about a month and then it started playing up again this month



103 posts

Master Geek


  # 992882 23-Feb-2014 17:01
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unless you think VDSL might fix it perhaps that is an option but not sure If im able to switch since im on contract. Your site says I can get vdsl at my place

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  # 992919 23-Feb-2014 17:37
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littleninjaman: unless you think VDSL might fix it perhaps that is an option but not sure If im able to switch since im on contract. Your site says I can get vdsl at my place


Well VDSL will either improve things or we will roll it back at no cost to you so shall we give it a go? I do think your usage mix would benefit greatly from the increased upload....just let me know and we will make it happen. 




Regards FireEngine


 
 
 
 


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  # 992921 23-Feb-2014 17:38
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littleninjaman: yeah I do alot of cloud storage. Alot of my stuff backs up online with different services etc. But even if not uploading I still have these issues. I have up to 10 devices but maybe up to 3 on the internet at once. there is a couple of pcs, tv,xbox, and cell phones. my internet speeds are fine I have no complaints about the speed. I've even only had one device on the network at once and still happens.


Out of interest, how many of your devices cloud store/sync to each other?




Regards FireEngine




103 posts

Master Geek


  # 992949 23-Feb-2014 18:12
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basically all the devices except the tv I think what is pretty crazy lol. Would our contract finish at the same date? and what would cost if we had everything the same etc data, phone calling tolls, maintenance because i think mine is around $105 or something atm.

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  # 992957 23-Feb-2014 18:26
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littleninjaman: basically all the devices except the tv I think what is pretty crazy lol. Would our contract finish at the same date? and what would cost if we had everything the same etc data, phone calling tolls, maintenance because i think mine is around $105 or something atm.


Pretty sure we had a good deal for Geekzoners, I'll look it up Monday and confirm to you.




Regards FireEngine




103 posts

Master Geek


  # 992959 23-Feb-2014 18:29
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Ah thanks :)



103 posts

Master Geek


  # 994142 25-Feb-2014 14:18
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Hi, just wondering if you managed to find out? Thanks

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  # 994149 25-Feb-2014 14:33
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littleninjaman: Hi, just wondering if you managed to find out? Thanks


Will PM you, the previous offer has expired but I'll see what we can do.




Regards FireEngine


32 posts

Geek


  # 996472 28-Feb-2014 15:23
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So FireEngine, what is this deal for Geekzoners? If there is still an active deal, I would be interested as I'm in the process of looking at all the Providers VDSL offerings at the moment. Vodafone I hate to say it as a significantly sharper deal that Orcons, but i don't really want to move to Vodafone due to general principles.

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  # 996495 28-Feb-2014 16:09
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littleninjaman: yeah I do a lot of cloud storage. A lot of my stuff backs up online with different services etc. But even if not uploading I still have these issues. I have up to 10 devices but maybe up to 3 on the internet at once. there is a couple of pcs, tv, xbox, and cell phones. my internet speeds are fine I have no complaints about the speed. I've even only had one device on the network at once and still happens.

Your sort of usage would "kill" most ADSL connections.
You need VDSL for the higher upload speeds.




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