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135 posts

Master Geek
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Topic # 166073 2-Mar-2015 09:47
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I'm sorry, but this is everyone's favorite hate, especially anyone that has a more than basic understanding of IT.

I know everyone has had to deal with first tier help desks, but their scripted routines get a little tiring after a while.

I have been with Orcon for a number of years and hope to be with them for more yet. I'm not singling them out for this issue, every help desk I have had the cause to call has been similar, and I understand the reason for it.

I have had a Genius plan for about three years, always been great (although the phone audio quality kinda sucks compared to my cell) I have only had to call the help desk twice (well lets call that multiple call for two issues)

The first was when I shifted house.

That resulted in me not being able to get connected to the authentication servers. Turned out I had the wrong password (Orcon had told me to change it when at the old place).
Why could they not have figured it out that I was not being able to log in due to a password error? Is it not in the logs? (It certainly is in the security software I support).
So after a full factory restore they figure out it was a password issue.
That took three days.
Three days?
A quick glance at a log would have shown what the fault was in minutes.

The second is the current one.

I have recently upgraded to Fibre.
I have the ONT in my office, along with the new modem.
Plugged into the Modem is my only land line phone, it worked after the upgrade.
Yay I though, I'm done with internet issues for now.

They did an upgrade, that was fine, restarted the ONT and modem as requested.
All worked.

They do another upgrade, ok. Restart ONT and Modem.
Notice the phone can't dial but incoming calls are ok - not worried, hardly ever dial out on it, I use my cell.
Then the phone doesn't do incoming either.
Time for another call.

So, I go through the usual;

"Have you restarted the modem", yes.
"Is it in the right port", yes.
"How many have you got plugged in?", one.

I understand why the questions are asked, you have to account for the non tech people that don't know any better, but when you have someone that is telling you that they do this sort of stuff for a living they could ask what we have tried first.

Now I have a request for me to default the modem again.

Why?

This is nuts. What could possibly have changed?

I have put numerous port forwards in, changed the password and SSID, but no changes to the rest of the modem.

If there is an actual reason for defaulting the modem, please tell me and shut me up, I'll listen.

[deep breath]

My rant is over, I'm off to save my setting in my modem and default it.

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1213 posts

Uber Geek
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  Reply # 1249182 2-Mar-2015 09:54
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From the sound of it, it would be more appropriate if you had a Business connection, that level of discussion is better had with our Business Support Team rather than our Residential Contact Centre. I'd suggest you ask to have the account swapped over to Business.




Regards FireEngine




135 posts

Master Geek
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  Reply # 1249215 2-Mar-2015 10:18
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I don't think a business account would suit a domestic situation.
The port forwarding is for my security systems and a minecraft server my kids share with a mate of mine, hardly business worthy.

It just seems that simple problems could be solved quicker if support people had access to the tools that made sense.
(I'm sometimes in the same boat with the role I have)

Anyone know how to get the genius Voip to work with multiple iOS devices or even a stand alone Voip handset?

 
 
 
 


412 posts

Ultimate Geek
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  Reply # 1249223 2-Mar-2015 10:34
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NZSpides: I don't think a business account would suit a domestic situation.
The port forwarding is for my security systems and a minecraft server my kids share with a mate of mine, hardly business worthy.

It just seems that simple problems could be solved quicker if support people had access to the tools that made sense.
(I'm sometimes in the same boat with the role I have)

Anyone know how to get the genius Voip to work with multiple iOS devices or even a stand alone Voip handset?


Hi Paul,

Assuming you have the genius white router http://www.geekzone.co.nz/forums.asp?forumid=82&topicid=143067
that allows you to get your sip username/password and be able to use any sip device, however only one will work..







 The views expressed by me are not necessarily those of my employer




135 posts

Master Geek
+1 received by user: 64


  Reply # 1249225 2-Mar-2015 10:37
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Thanks for the info, I'll look into that.

At the moment I have a three way wireless handset arrangement, which is great since we have a bit of a sprawling house layout.

412 posts

Ultimate Geek
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  Reply # 1249230 2-Mar-2015 10:44
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NZSpides: Thanks for the info, I'll look into that.

At the moment I have a three way wireless handset arrangement, which is great since we have a bit of a sprawling house layout.


LOL
I know your pain, I had way too many issues with the ISP supplied CPE so I decided to change and use a PAP2T for the phone... no more issues and better call quality.
Just continued to use my cordless connected to the PAP2T




 The views expressed by me are not necessarily those of my employer




135 posts

Master Geek
+1 received by user: 64


  Reply # 1249296 2-Mar-2015 11:34
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Thanks for that, I actually have an old Linksys modem in the cupboard that has VoIP capability.
I'm going to investigate the possibility, then I can reliably have my phone working again!

I'm not slagging off Orcon, or thier modem (It's got awesome WiFi in it!) but what a pain to get this working again.

I've since defaulted the modem (the Orcon one) and set up the WiFi, changed my password, set the right IP settings and port forwards.
Saved the config, rebooted the modem.
It now all works (it came back to life while talking to Orcon help desk - no they hadn't got to the point of doing anything).

They don't need my grief, they have plenty of other less savvy user to do that.

Thanks

412 posts

Ultimate Geek
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  Reply # 1249321 2-Mar-2015 11:41
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NZSpides: Thanks for that, I actually have an old Linksys modem in the cupboard that has VoIP capability.


If by any chance it is a WAG54GP2;
I have allready tried that :) unfortunately it will only use the wan for sip


They don't need my grief, they have plenty of other less savvy user to do that.


And that is why anyone with serious questions asks them here :G




 The views expressed by me are not necessarily those of my employer




135 posts

Master Geek
+1 received by user: 64


  Reply # 1249325 2-Mar-2015 11:44
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It's a AG310-Annex a if that helps.
It was a good modem, but when Orcon came to our house (the service) we had to retire it.
So with any luck it may foot the bill. :-)

Cheers

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  Reply # 1249353 2-Mar-2015 12:22
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NZSpides: [snip] This is nuts. What could possibly have changed?


Any single one of the many settings available could have been changed by the end user - they'll often either not know, or not say that they have done it.

It's an easy, reliable way to rule that (common) issue out for a call centre.

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  Reply # 1249372 2-Mar-2015 12:34
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RunningMan:
NZSpides: [snip] This is nuts. What could possibly have changed?


Any single one of the many settings available could have been changed by the end user - they'll often either not know, or not say that they have done it.

It's an easy, reliable way to rule that (common) issue out for a call centre.


also sometimes the changes made at the ISP end require a modem restart for it to flow through to the end user.



135 posts

Master Geek
+1 received by user: 64


  Reply # 1249899 2-Mar-2015 22:29
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As it turned out, it required the reset and power down restart to download settings from the server.

Sure I understand what happened, but you have to admit it's a rather extreme resolution for such a simple problem.
Could the settings just not be pushed to the modem?
That's how my employers product works....

To be honest I don't care anymore, the only real reason I protest at the defaulting procedure is due to the necessity of going through and re setting basic settings such as;
Network settings
Password (Never leave that default)
SSID name and password
Port forwards (security systems and a kids minecraft server)
It's not a lot, but it's now got to a point where I have a folder set up in my documents folder expressly for setting up the modem (no passwords!)


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  Reply # 1249921 2-Mar-2015 22:53
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NZSpides: As it turned out, it required the reset and power down restart to download settings from the server.

Sure I understand what happened, but you have to admit it's a rather extreme resolution for such a simple problem.
Could the settings just not be pushed to the modem?
That's how my employers product works....



They are pushed to the modem using TR-069

A factory reset ensures that all settings are clear, the modem them connects to the Orcon server, authenticates itself and then all the correct settings are pushed to it.


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