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  Reply # 1430012 17-Nov-2015 21:52
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Shudder. I sincerely hope they know how to do it now after experimenting with you guys!

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  Reply # 1430028 17-Nov-2015 22:18
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spfenwick: A factory reset on the modem when I got home finally got the phone working.



OK OK, calling on my years of experience I got a brain wave and turned the router off and then on again. Internet started gushing out onto the floor so that is working now, that's for sure.

But no phone.

interesting solution you used - did you have to reconfigure the router - will it connect up to orcon and be reconfigured from a factory default state?

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  Reply # 1430172 18-Nov-2015 08:53
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elpenguino: interesting solution you used - did you have to reconfigure the router - will it connect up to orcon and be reconfigured from a factory default state?


The factory reset was what Orcon support told me to do. I had already rebooted it but that didn't work. It looks like the phone had started working during the day, so maybe when I phoned Orcon they poked something to make it work, but I did the reset anyway.

When the router boots up it pulls the phone configuration from Orcon's servers, so it automatically set itself up with my correct phone number.

A factory reset would be worth a go. While the router is on poke something into the reset hole (next to the ethernet ports) for 10+ seconds. Leave the router on. After a few seconds the lights will start flashing and then the router will reboot.

I think you said you're still using the old router? If so interesting that internet works. Maybe you need the new router for the phone to work, but since it pulls the config from Orcon that doesn't really make sense. When I get a chance I'm planning to compare the configuration on both routers to see what they've changed, but it might take me a few days to get to that. It might turn out the whole story about needing a new router is a myth.

Oh, and one last Orcon stuff-up - they told me I needed to return the old router but haven't sent me instructions or a courier bag. I'm not too worried about that one until they ask for it again.

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  Reply # 1430730 18-Nov-2015 22:08
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phew. that wasnt too painful. i have learnt a coupla things:

As an existing UFB user you get a new account
This new account is a 'giga' account and is dealt with by the people on 0800 133 333.
The people on the main help line cant do anything technical to help you.
The helpdesk for giga accounts seems to be staffed by new zealanders !!! Just like in the old days.

They did something to correct the phone problem and it's all working now - 36 hours of upset.
Speed is very good now although i have mostly older gear so the speed is best on wired connected gear.

good luck to any zoners booked for their installs !

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  Reply # 1430731 18-Nov-2015 22:10
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elpenguino: phew. that wasnt too painful. i have learnt a coupla things:

As an existing UFB user you get a new account
This new account is a 'giga' account and is dealt with by the people on 0800 133 333.
The people on the main help line cant do anything technical to help you.
The helpdesk for giga accounts seems to be staffed by new zealanders !!! Just like in the old days.

They did something to correct the phone problem and it's all working now - 36 hours of upset.
Speed is very good now although i have mostly older gear so the speed is best on wired connected gear.

good luck to any zoners booked for their installs !


If only I knew this before spending almost 2 hours putting in the new modem and getting frustrated with no phone line and putting the old one back in.

How quickly did they sort out the no phone line issue after you told them about it?

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  Reply # 1430735 18-Nov-2015 22:17
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6 days for me, 36 hours for elpenguino. If that rate of improvement continues there's hope.

I tried plugging the old router back in and got internet but no phone. So it looks like the basic internet configuration hasn't changed but the phone service is tied to the new router. That's good news for people using their own routers.



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  Reply # 1430757 18-Nov-2015 22:55
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Well, the new modem arrived today so that is progress.

Just hope the configuration has improved.

The new modems are a pain to mount. The old black Genius could be wall mounted with the cables in the right hand edge. Perfect for my situation.

The new one has the cables at the rear so can't be wall mounted and it needs at least 100mm behind it. It is clearly designed to sit on a table. Try to put it into a cabinet with limited depth!

I have plenty of room here but my ONT and Switch are vertically mounted. I need to add a 200mm shelf to stand the router out from the wall. The sockets have to face the wall so you can see the lights on the front.

Never mind, I will manage. First world problems!

I await Fri with trepidation, especially as it is at the end of the week.

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  Reply # 1430946 19-Nov-2015 09:47
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still ... waiting for ... modem ...

this morning internet dropped until I restarted router, had me scared for a moment there

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  Reply # 1430957 19-Nov-2015 09:57
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Hi all,

If anyone is still experiencing problems with their transition over to the new UFB plans, please send me a PM with your account details and a description about the exact issues you're having - I'll take a look and see if there is anything out of the ordinary going on.

Sorry for the trouble so far!

Cheers,

Cam



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  Reply # 1431290 19-Nov-2015 17:50
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Thanks for that, Cam.I am hopeful!

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  Reply # 1431378 19-Nov-2015 20:26
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bameron: Hi all,

If anyone is still experiencing problems with their transition over to the new UFB plans, please send me a PM with your account details and a description about the exact issues you're having - I'll take a look and see if there is anything out of the ordinary going on.

Sorry for the trouble so far!

Cheers,

Cam
- Send your old modem back: We'll send you a return bag and instructions, if you could send it back ASAP, that would be great.

yeah nah - no return bag was provided.  Also, this is day 17 after ordering.

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  Reply # 1431383 19-Nov-2015 20:35
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MadEngineer:
bameron: Hi all,

If anyone is still experiencing problems with their transition over to the new UFB plans, please send me a PM with your account details and a description about the exact issues you're having - I'll take a look and see if there is anything out of the ordinary going on.

Sorry for the trouble so far!

Cheers,

Cam
- Send your old modem back: We'll send you a return bag and instructions, if you could send it back ASAP, that would be great.

yeah nah - no return bag was provided.  Also, this is day 17 after ordering.


Same here, I have phoned them and requested it though.

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Orcon

  Reply # 1431511 20-Nov-2015 08:17
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MadEngineer:
bameron: Hi all,

If anyone is still experiencing problems with their transition over to the new UFB plans, please send me a PM with your account details and a description about the exact issues you're having - I'll take a look and see if there is anything out of the ordinary going on.

Sorry for the trouble so far!

Cheers,

Cam
- Send your old modem back: We'll send you a return bag and instructions, if you could send it back ASAP, that would be great.

yeah nah - no return bag was provided.  Also, this is day 17 after ordering.


As stated, please send me a PM with your details so I can look into it. Cheers.

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  Reply # 1431550 20-Nov-2015 09:36
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Cheers - done

Also my wife has advised the phone has stopped working. Of course we have someone at home at 9am as requested but not sure the purpose seeing we already have fibre. Not sure what a visiting technician is going to do whom we have to wait for before installing the new router.

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Orcon

  Reply # 1431561 20-Nov-2015 09:48
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MadEngineer: Cheers - done

Also my wife has advised the phone has stopped working. Of course we have someone at home at 9am as requested but not sure the purpose seeing we already have fibre. Not sure what a visiting technician is going to do whom we have to wait for before installing the new router.


No technician is dispatched if you're going from UFB > UFB. Just go ahead and swap the modem over once you've got confirmation from us.

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