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2 posts

Wannabe Geek


Topic # 154350 24-Oct-2014 23:48
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First of all, hello everyone!

So I ordered the unlimited VDSL package with Orcon recently and received the mode in the mail just fine. The date to go live was set for today (24/10/14) and a technician came an installed the necessary jack at just after midday and made the necessary phone calls etc and I was told that everything was good to go. However I did not receive an email or text confirming that the connection is ready. By 5.30 I proceeded to phone customer service.

After an hour and half on the phone, and the realisation that the connection was severly limited (I tried four devices - ranging from a laptop to a ps3. Wireless and ethernet), I was told that the issue was being escalated to the next level of technicians and that it would take up to three business days to resolve.

Shortly after the call I received a call back suggesting that the issue actually didn't concern a lack of data but authentication by the necessary department, the representative took down a few details from the modem and I was then told that the ball would be rolling on authorizing the account.

Despite all this, the connection is still limited (I can access google related sites, Facebook and Geekzone for some reason) and I've heard nothing from Orcon.

I am not happy with this situation. Not only am I confused as to what the issue is - is there a technical issue or does someone really just need to give the account the go ahead - but I am also annoyed that it was suggested that things would be up and running today, the technician today seemed to think everything was fine. I would appreciate a resolution soon.


Thank you for your help,

Rhys Williams

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  Reply # 1161894 25-Oct-2014 07:17
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I'll take a look but please remove your account details from your posting - they should be secured and not made public. You can use the PM feature to send them to any staff members as required on here.




Regards FireEngine


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  Reply # 1161895 25-Oct-2014 07:20
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can you browse the internet? what can/cant you do?
if so run a speed test at Speedtest.net
can you go into the modem and find the page that has the connection information, will have info such as attentuation, up and down rates SNR etc. post that information
are you connecting to the modem via ethernet (cable) or via wifi?

im having a hard time working out what the actual problem is from your post

 
 
 
 


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  Reply # 1161904 25-Oct-2014 07:55
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Sync rates are good, modem is online for me to see, I've factory reset it but still can't get your voice service to come up so I have escalated the ticket with the Tier2 team to look at this morning....




Regards FireEngine


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  Reply # 1161922 25-Oct-2014 08:49
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If you can get to some sites but not others then it looks like a DNS issue. Are you new to Orcon? You may have your previous ISP's DNS servers still configured somewhere.



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Wannabe Geek


  Reply # 1161929 25-Oct-2014 09:17
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I woke up this morning and the problem has been resolved by the technical team this morning it seems<br>

Thank you for being so swift to help guys, hope you're all having a good weekend :)

Rhys

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  Reply # 1161930 25-Oct-2014 09:24
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rhysdg: I woke up this morning and the problem has been resolved by the technical team this morning it seems<br>

Thank you for being so swift to help guys, hope you're all having a good weekend :)

Rhys


Great stuff - phone service working too?




Regards FireEngine


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