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1358 posts

Uber Geek
+1 received by user: 323


  Reply # 1423872 9-Nov-2015 16:56
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bameron:
MadEngineer: Finally got through to the help desk and they advised the change can take up to 10 days as its a new plan.

+1 for JWRs experience. On hold music is definitely too loud, be it from my landline or cell phone.

Due to the distance to the helpdesk there's that annoying delay typically experienced on international phone calls where you can end up talking over each other. This isn't the same complaint as JWR where they seemed to be avoiding questions.

On a positive, I appreciated the call back to my cell phone after I hung up as I had run out of time at home in my lunch break waiting on hold and had to leave.


Hi, what number did you call and which voice menu options did you select where you experienced the high volume on the hold music?
this would have been the standard number off the website and the music when a csr places you on hold for more info iirc

645 posts

Ultimate Geek
+1 received by user: 89

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  Reply # 1423927 9-Nov-2015 18:33
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bameron:
spfenwick: bameron: I'm curious - what aspects of the configuration are changing so that a new router is needed?

I've also asked to move to the new 100/20 plan from 30/10 and am being sent a new modem, even though I already have a Genius White (I think an that's an NF4V?)


Yup, Genius White = NF4V.

I'm not totally sure of the exact technical details, however what I know is that the new fibre plans are housed within an entirely new system, independent from our original fibre plans. The modems that were created within the old system can only talk to the old system, so a new device is required, even if it's an NF4V


For those of us not using the Genius device, is it possible to order the new plans without getting a new modem? (Using an Ubiquiti EdgeRouter Lite)

 
 
 
 




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  Reply # 1424143 10-Nov-2015 09:24
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lNomNoml: Just ordered the new plan now, was told I will be sent a new modem in 2 days (sending the old one back) and can expect it to upgrade in 5 days.

Still waiting here after 10 days!

25 posts

Geek
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  Reply # 1427086 12-Nov-2015 18:20
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Hmmm... I was moved across to the new plan today and as a result have no phone or internet. Currently with 2md level support.

The new router has the sip proxy set to sip1.orcon.net whereas the old one has voip.orcon.net. That's the only change I've noticed but haven't done an exhaustive comparison.

It's still set up for VLAN 10 tagging so third party routers look like they should work the same as before.

Of course since nothing is currently working at all I have no idea if the configuration on the new router is correct...



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  Reply # 1427165 12-Nov-2015 20:49
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Happy for you to be the guinea pig!

Suddenly, I am in no hurry.

Hope you get sorted soon.

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Geek
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  Reply # 1427703 13-Nov-2015 17:49
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Five calls to Orcon support and zero progress.

It turns out the initial issue was logged against the account for the old plan (they looked out up based on Mr phone number). I only discovered that because the call redirect I had asked for wasn't working, and someone in the Philippines finally realized I had a "new" account.

I was then told I needed to phone their "fibre" line 0800 133 333. I do so and am told I need to turn the ONT off for ten minutes.

I get home from work and do that. No joy. Phone 0800 133 333 - it's 5:30 and they had told me they would be there until 7. Get redirected to a broken voicemail system that won't even take a message.

As far as I can tell, 24 hours after reporting the fault Orcon has done zip to get my phone and internet working other than bouncing me around.



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Uber Geek
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  Reply # 1427871 14-Nov-2015 08:36
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That doesn't sound at all good. The process should have been sorted/tested before opening it to the public.

Please, Orcon, delay my change till these issues are sorted out. 

25 posts

Geek
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  Reply # 1427938 14-Nov-2015 11:47
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Short story: Internet is back, no phone until Monday.

I got through to Orcon's fibre support team (on the second attempt - the first time I went into a queue and chose to get a callback which never came)

Looks like the port across to the new plan was one big fustercluck:
 - Something wrong with the network configuration at Orcon's end - now fixed.
 - The SIP configuration that got pushed to my modem had my work contact number, not my home number
 - My number has not been ported correctly - that needs to be fixed by the "provisioning team" who aren't back until Monday

The support person I spoke to seemed very capable (unfortunately I didn't get his name but no complaints at all about the service he gave) but also didn't seem to have the tools needed to do his job. In particular he didn't have the right level of access to fix the SIP configuration on the router, so that needs to go to the provisioning team. He also couldn't set up a redirect to a mobile while the phone's out - I think because the number is sitting in limbo due to not being ported correctly.

As well as the dysfunctional overall support process, other niggles during the process have been:
 - When I initially asked to move I was asked to choose a new username and was left with the impression I needed this to log into MyOrcon . That's incorrect as the MyOrcon login is actually my email address.
 - I was told I needed to log into MyOrcon to confirm the move to the new plan. That was incorrect as I got an email confirming the move while I was still trying unsuccessfully to log in with the username I had chosen. Fortunately that email did tell me to log in with my email address, which worked.
 - The communications I got were inconsistent about whether I needed to be at home for the "fibre install". Some said I needed to be at home only if it's a new install, but others said unambiguously I needed to be at home. If it's too had to tailor the wording depending on whether it's a new install that's OK, but at least make sure it's clear and consistent.
 - When my modem was sent I got an email to say it was on its way (good), then when I was moved to the new plan I got a second email to say the modem was on its way (???). Presumably the second email was supposed to tell me to plug the modem in.

Advice for anyone else moving to the new plans:
 - Always use the "fibre" support line 0800 133 333. The main support line will think you're on a "gigatown" plan and won't be able to do anything. At best they'll tell you to phone the fibre line, at worst they'll add confusion.
 - Always use your account number to identify yourself, not your phone number. After you move you'll have two different accounts with different numbers in different systems. Don't rely on Orcon to find the right one.
 - Make sure you get moved early in the week as some problems can't be fixed over the weekend.
 - Don't. At least until Orcon has got themselves sorted out.

Sorry Orcon, these products are nowhere near ready for prime time. I wasn't aware by moving I was signing on as a beta tester.

I think at this point offering me the same free month you give new customers would be fair...

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Geek
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  Reply # 1427939 14-Nov-2015 11:50
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No complaints on speed:



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Uber Geek
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  Reply # 1428235 15-Nov-2015 09:31
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Super posting. Hope Orcon take note. I am pretty sure they will.

But it does illustrate that synchronising all the people/processes needs more foresight and testing.

I'd agree a free month would be fair gesture.

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Geek
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Reply # 1428241 15-Nov-2015 10:20
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...and just now (Sunday morning) I receive a TXT from Orcon telling me my install is complete and I should plug in the modem.

I'm really glad that's been clarified.



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Uber Geek
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  Reply # 1428520 15-Nov-2015 22:06
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There's your problem then. You have had the router for several days without plugging the darn thing in. LOL.

The saga continues. Next instalment tomorrow.

645 posts

Ultimate Geek
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  Reply # 1428543 15-Nov-2015 22:49
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So after calling Orcon, we were told to switch to the new 200/200 plans it'd be considered a break of contract since it's on the CallPlus platform now (2x connections on 2 year terms) and that we'd need to pay $400 for each connection, but that they'd give us a free month. I told them that was ridiculous and that if we were paying an ETF, I'd take our business elsewhere. They eventually agreed with me and waived the ETFs. Now waiting on an install date...

256 posts

Ultimate Geek
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  Reply # 1428722 16-Nov-2015 10:47
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Jeez bit of a worry hearing that story.
I was amazed to get picked up after one ring - I am also alarmed to have to change user name to go onto a new plan. Let's hope it doesn't end up in a mess.

Supposed to be installed today but no modem has arrived yet.
I also received texts saying I need to be home today - surely I don't just to swap my own modem?



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Uber Geek
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  Reply # 1428773 16-Nov-2015 11:33
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Hope it all works for you! 

Good luck.

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