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267 posts

Ultimate Geek


# 143133 4-Apr-2014 11:03
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Well, I won't bore you with the backstory (well over 100 emails back and forth between me and Orcon) but I am running a business modem (SRP521W) on my home fibre connection as the Genius would not work (had Orcon and Enable reps at my house multiple times for testing). Anyway, since then I have never been able to get my landline phone to work via the business modem, it was working fine on the Genius. I have been back and forth a few times but not resolved, 3 months on.
Launched another ticket today [Ticket#11725006].

I tried circumventing the issue by using the Genius Go app on my S4 but it only rings once or twice before people hang up and I almost never get it in time, these people tell me they let it ring for ages before hanging up, also my wife bitches because if she wants to use the app she would have to pay to get the second connection.




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Vocus

  # 1018346 4-Apr-2014 11:12
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We generally don't support the Genius voice service on non-Genius routers, which is probably why you've got the run around, but I can see why an exception should be made in this case.  I am picking this ticket up and will assist to get you the settings you need.

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  # 1018349 4-Apr-2014 11:12
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Looks like you had a lot of discussion previously with the Residential Assurance team, I've asked the Team Leader to review and get back to you.




Regards FireEngine


 
 
 
 


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  # 1018380 4-Apr-2014 11:25
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FireEngine: Looks like you had a lot of discussion previously with the Residential Assurance team, I've asked the Team Leader to review and get back to you.


Yep, just spoke with FireEngine and someone is going to be in touch shortly with a solution for you.



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Ultimate Geek


  # 1018385 4-Apr-2014 11:29
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Awesome, will be great to finally get this resolved!




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267 posts

Ultimate Geek


  # 1023559 11-Apr-2014 18:10
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Update.

Two Genius white modems later and I am still in the EXACT SAME situation.

I applaud Orcon for trying to help, but seriously, I have been paying for a service now that I haven't been getting for months!

 

My only conclusion now is that during the initial problems I had in 2013 when I had both an Orcon and Enable rep at my house testing the line and trying different configuration settings to get the UFB working in the first place, that there must be some line configuration issues that are stopping the auto set-up info being pushed to the new modem. The only modem that has worked correctly (and I have been through 5 of them so far, two genius black, the SRP and two Genius white) is the SRP that was manually set up, although that still means I still have no landline service.

I just don't know what to do next, obviously just sending me modems isn't going to fix it. I have had to come home at least half a dozen times from work to do testing, I have had many phone calls and literally hundreds of emails and had Orcon in my PC via teamviewer so many times trying to get it going.

I can live without the landline, paying for it sort of rubs me wrong tho, but the wife is livid not having it and paying for it each month.....




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- Mitchell and Webb

 

 

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  # 1023566 11-Apr-2014 18:35
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DrDee: Update.

Two Genius white modems later and I am still in the EXACT SAME situation.

I applaud Orcon for trying to help, but seriously, I have been paying for a service now that I haven't been getting for months!

My only conclusion now is that during the initial problems I had in 2013 when I had both an Orcon and Enable rep at my house testing the line and trying different configuration settings to get the UFB working in the first place, that there must be some line configuration issues that are stopping the auto set-up info being pushed to the new modem. The only modem that has worked correctly (and I have been through 5 of them so far, two genius black, the SRP and two Genius white) is the SRP that was manually set up, although that still means I still have no landline service.

I just don't know what to do next, obviously just sending me modems isn't going to fix it. I have had to come home at least half a dozen times from work to do testing, I have had many phone calls and literally hundreds of emails and had Orcon in my PC via teamviewer so many times trying to get it going.

I can live without the landline, paying for it sort of rubs me wrong tho, but the wife is livid not having it and paying for it each month.....


Hi - can you let me know which Netcomm you have online at the moment? PM me its mac address if you would.

I can understand your wife's concerns, I've put through an adjustment to recognize the lack of voice service since install and emailed you an updated statement and invoice showing the adjustment.




Regards FireEngine




267 posts

Ultimate Geek


  # 1023574 11-Apr-2014 19:08
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FireEngine:
DrDee: Update.

Two Genius white modems later and I am still in the EXACT SAME situation.

I applaud Orcon for trying to help, but seriously, I have been paying for a service now that I haven't been getting for months!

My only conclusion now is that during the initial problems I had in 2013 when I had both an Orcon and Enable rep at my house testing the line and trying different configuration settings to get the UFB working in the first place, that there must be some line configuration issues that are stopping the auto set-up info being pushed to the new modem. The only modem that has worked correctly (and I have been through 5 of them so far, two genius black, the SRP and two Genius white) is the SRP that was manually set up, although that still means I still have no landline service.

I just don't know what to do next, obviously just sending me modems isn't going to fix it. I have had to come home at least half a dozen times from work to do testing, I have had many phone calls and literally hundreds of emails and had Orcon in my PC via teamviewer so many times trying to get it going.

I can live without the landline, paying for it sort of rubs me wrong tho, but the wife is livid not having it and paying for it each month.....


Hi - can you let me know which Netcomm you have online at the moment? PM me its mac address if you would.

I can understand your wife's concerns, I've put through an adjustment to recognize the lack of voice service since install and emailed you an updated statement and invoice showing the adjustment.


Excellent, looks like the service has been fixed finally, provisioning issue?
I think my landline phone keeps cutting out when I go to answer it as the battery is dead flat from sitting unplugged for the last few months.

Thanks guys. Pity I have to post on Geekzone to get it sorted, but you have made me happy because now my wife won't be nagging.

Right, now back to Titanfall!



Pings a bit crap, but you can't complain at those speeds!




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- Mitchell and Webb

 

 

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  # 1023585 11-Apr-2014 19:54
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DrDee: Excellent, looks like the service has been fixed finally, provisioning issue? - Yep
I think my landline phone keeps cutting out when I go to answer it as the battery is dead flat from sitting unplugged for the last few months. - I did wonder when I tried to call

Thanks guys. Pity I have to post on Geekzone to get it sorted, but you have made me happy because now my wife won't be nagging. - sorry about that, did you not get a followup call when the second Netcomm arrived this week?




Regards FireEngine




267 posts

Ultimate Geek


  # 1027270 18-Apr-2014 12:07
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Well the service on this new modem is terrible, I am currently having to reboot it daily to get a connection. Cant even watch youtube. Did another speedtest and WTF?

My Bad: outage today 






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- Mitchell and Webb

 

 

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267 posts

Ultimate Geek


  # 1027272 18-Apr-2014 12:10
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Right, another reboot....

my Bad: Outage today



i guess at least I have a phone line again....




"you may not know anything about the issue, but I bet you reckon something"

 

- Mitchell and Webb

 

 

Get $20 credit when you sign up to Bigpipe by using this link!


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  # 1027273 18-Apr-2014 12:15
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DrDee: Well the service on this new modem is terrible, I am currently having to reboot it daily to get a connection. Cant even watch youtube. Did another speedtest and WTF?


We have a major outage that will be affecting you, one of our backhaul links to Wellington from Hamilton is down (Dunedin is down but a separate issue), status on our webpage, its affecting everything South of Hamilton.

That modem been fine since last week? This same link has given issues over the previous 2 nights so might also be the cause of any restarts you've needed to do.




Regards FireEngine




267 posts

Ultimate Geek


  # 1027277 18-Apr-2014 12:21
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Been pretty erratic since installed, will lose connections and need a reboot to get connections back daily. Basically everything just stops loading, webpages, youtube etc, then reboot the modem and everything works again.

Also: ping went from <10ms on Cisco, to consistently around 50ms on new genius white?

Outage will explain poor service at the moment thanks.




"you may not know anything about the issue, but I bet you reckon something"

 

- Mitchell and Webb

 

 

Get $20 credit when you sign up to Bigpipe by using this link!


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