Orcon home phone "callers cant hear" problem

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Orcon home phone "callers cant hear" problem

kiwiyan

30 posts

Geek

#177233 27-Jul-2015 12:47

I have UFB connection with homephone via broadband. I have Uniden Dect & Siemens Gigaset cordless at my home.

Typically caller will never be able to hear my voice but I can hear them clearly. Every time I had to call them back by noting their caller ID (thanks this works).

I have called help-desk four times and every time first they reset remotely and then ask me to factory reset the Genius [with all my custom setting I need to redo it]. I checked my phone, battery, reset and re-plug as well. But the problem still remains. When talked to my friends who are with Orcon couple of them also said they have similar issues with home phone. Who else face this problem? What is the solution?

johny99

495 posts

Ultimate Geek
Inactive user

#1352773 27-Jul-2015 18:29

is it they cant understand you or cant hear you full stop, if the later its due to orcon sending your outbound audio to the not been sent to the a or b party depending if your the caller or reciever of the call, a simple trace showing the to and from ips on their side should pick this up

johny99

495 posts

Ultimate Geek
Inactive user

#1352776 27-Jul-2015 18:35

Epic fail in posting haha, should read:

is it they cant understand you or cant hear you full stop, if the later its due to orcon sending your outbound audio to the wrong destination ip, i.e. no outbound audio been sent to the a or b party (depending if you are the caller or reciever), a simple trace showing the to and from ips on their (orcon) side should pick this up.

bameron

305 posts

Ultimate Geek

Trusted

2degrees

#1353440 28-Jul-2015 14:25

Hi there,

Can you please send me a PM with your account information? I'll take a look at this for you.

Cheers,

Cam

linw

2849 posts

Uber Geek

#1353580 28-Jul-2015 17:16

Funny, we have had a couple of those experiences. We have two DECT Panasonics and we use these the most. I don't think these have ever had this problem.

But we also have a Uniden Elite on an answerphone and my wife has mentioned a couple of instances of the caller not hearing her. We don't pick up on this phone often but the incidents were over the last few weeks. Don't think the answerphone has ever not recorded OK.

Not sure what can be done about this as it is very spasmodic, but, maybe, this info might be useful to narrow things down.

Perhaps when/if it happens again we can note date, time, and number of caller and get in touch, Cam.

hbngan

89 posts

Master Geek

ID Verified

#1353895 28-Jul-2015 22:10

We had the same issue, to fix we uninstalled/disabled the orcon genius go orcon app, do you have that installed?

linw

2849 posts

Uber Geek

#1354955 29-Jul-2015 23:05

I haven't got Go Orcon installed.

kiwiyan

30 posts

Geek

#1355115 30-Jul-2015 10:31

hbngan: We had the same issue, to fix we uninstalled/disabled the orcon genius go orcon app, do you have that installed?

Go Orcon what is that? No I don't have.

Thanks for those posted about the same issue. It is good to make Orcon aware of this technical issue it appears to be random,but it is there.

In my case what I observed was all the charity, research, marketing calls all get connected but all other important personal call they cant hear me!! Its more puzzling.

Sharesies

Trade NZ and US shares and funds with Sharesies (affiliate link).

bameron

305 posts

Ultimate Geek

Trusted

2degrees

#1355762 31-Jul-2015 10:10

linw & kiwiyan: Genius Go (not Go Orcon) is an App for iOS and Android smartphones that enables you to pick up and make home phone calls wherever you are. When experiencing issues like the ones you've described, deleting the App from your phone has rectified the problem for a number of users.

Both of your accounts are showing an active Genius Go connection, so I'd recommend checking with everyone who might have linked the App up to the Orcon account and getting them to remove it to see if that helps.

kiwiyan

30 posts

Geek

#1356881 1-Aug-2015 23:11

Update: I removed Genious Go today but the problem still continues.

linw

2849 posts

Uber Geek

#1357637 3-Aug-2015 11:05

Cam, I did have Genius Go installed ages ago but none of my devices has it installed now.

Can I disable it or do you have to do it? Glad to have you heave it!

bameron

305 posts

Ultimate Geek

Trusted

2degrees

#1357895 3-Aug-2015 15:41

Thanks guys - the connections to the Genius Go app was still active on both of your accounts, so I've completely removed this. Can you both please turn your modems off for five minutes and back on - you should be fine after that.

linw

2849 posts

Uber Geek

#1358503 4-Aug-2015 11:25

Thanks, Cam. Did the 5min outage.

kiwiyan

30 posts

Geek

#1358546 4-Aug-2015 11:38

bameron: Thanks guys - the connections to the Genius Go app was still active on both of your accounts, so I've completely removed this. Can you both please turn your modems off for five minutes and back on - you should be fine after that.

Genius Go seems to be the trouble. Callers can hear me now, problem seems to be fixed. Thanks Cam.

bameron

305 posts

Ultimate Geek

Trusted

2degrees

#1358585 4-Aug-2015 12:04

Thanks for your patience on this guys - suspected it might be the Genius Go. The team are aware of this problem - the temporary workaround is to remove the Genius Go application as well as the "link" to your Orcon account (done on our end) - however we are working on a more permanent solution which doesn't involve removing the Genius Go app (seeing as some people will probably still want to use it!).