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  Reply # 1431566 20-Nov-2015 09:55
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bameron:
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.


Wish the instructions would reflect that.

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  Reply # 1431573 20-Nov-2015 10:13
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And why should the connection stop working?

 
 
 
 




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  Reply # 1431641 20-Nov-2015 11:37
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Well, my old router went dead just before 0900 so I switched over to the new one but nothing worked. 

Onto the phone (BTW, how would you get on without a cell phone??) and by 0955 the Internet was working but no phone. Rang back to inform them but still no phone by 1135.

What is so hard about the phone provisioning? Indeed, why didn't the Internet work without intervention by the provisioning team?

I guess everyone is trying hard but something, somewhere, is letting us all down and making Orcon look bad.

PM to Cam as I don't want the phone out over the weekend.



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  Reply # 1431671 20-Nov-2015 13:04
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Just a note. There is a delay with the phone because it is awaiting port action. That will probably happen by day's end.

The router has now got the Telephone LED lit up so guess that indicates the provisioning has been done successfully.

Thanks to Cam for the follow up and explanation.

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  Reply # 1431683 20-Nov-2015 13:17
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linw: Just a note. There is a delay with the phone because it is awaiting port action. That will probably happen by day's end.

The router has now got the Telephone LED lit up so guess that indicates the provisioning has been done successfully.

Thanks to Cam for the follow up and explanation.


Congratulations, and welcome to the other side.smile

A better explanation in advance of what to expect and what to do would certainly be useful (e.g. swap the modem over when the connection goes dead; possibly a few hours downtime until everything comes back).



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  Reply # 1431708 20-Nov-2015 13:54
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I agree completely. Going by the messages, I was to expect someone to turn up to do it! And I was to swap to the new router when asked/told. 

Well, I did know no one was going to turn up but how many others wouldn't know? Using new-install messages just doesn't cut it. Far too confusing.

And no one rang to say I was about to disappear off the Internet and lose my phone and I had better swap routers. I just assumed that when all died it was the time to swap.

Then, it didn't work so had to ring. And then the phone had to have more attention and I wasn't told to check the router LED and then it would be some time for the porting. That latter bit of info would have been good in the lead-up messages.

I don't want to be down on Orcon as I know they are all working darned hard to get this stuff right but, hey, a little bit of accuracy and polish would be best for their staff and their customers.

And I still wonder how a cell phone less household would manage! Guess a cell phone is a requirement these days. Fair enough.

Phone is still beep..beep.. but I have confidence it will come back today!!

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  Reply # 1431727 20-Nov-2015 14:16
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Can't agree more about a cellphone being essential. Personally if I didn't have a cellphone I would refuse to use VOIP of any sort.

In today's world VOIP is "good enough" for most purposes but nowhere near the "life line" service we used to expect the phone to be. The idea of a phone company being unable to fix the phone without us messing with a box in our house would have been incomprehensible a few years back. Plus a power cut now takes the phone out too, unless we've implemented our own battery backup.

I expect in the very near future critical services like medical monitoring will need to stop using the phone as it won't be reliable enough.



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  Reply # 1431854 20-Nov-2015 17:16
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1715 and still no phone - damn. Hope it doesn't have to wait till Monday.

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  Reply # 1431896 20-Nov-2015 18:05
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I have changed over to naked broadband having already been with orcon for many years I figured this wouldn't be a problem. My new modem arrived two days before change over, sweet... But my internet stopped working with the old modem last night, the day before it was meant to change over. All good, plugged in the new modem and bam away she went. When I got home from work today the Internet has decided to stop working, rang the call centre and apparently to them am still on the old plan and they have nothing on file to suggest otherwise. Tried ringing the 0800133333 but all I got was a half an hour wait and a bugged call back system. Looks like I won't have any internet for the weekend which sucks.

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  Reply # 1431899 20-Nov-2015 18:28
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0800133333 option one has no hold music.  Under option two, the hold music frequently drops immediately after the voice messages

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  Reply # 1431949 20-Nov-2015 19:18
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brookz: The fibre support line works weekends and opens at 8:30 on Saturday, so you might be able to get it fixed tomorrow.

I encountered the buggy callback system too. The wait isn't always that long so it pays to keep trying.

If you've received an email with a new account number (starting with a "2") that means you have a new account, despite what the call centre has told you. Only the team at 0800133333 has access to the system that manages the new account.

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  Reply # 1431950 20-Nov-2015 19:21
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Good to hear, I'll give them a ring tomorrow and hope for the best. Really pisses me off because the same thing happened last time I did a change to my planšŸ˜ .



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  Reply # 1431996 20-Nov-2015 22:31
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Nice to hear they are open for business tomorrow. My phone still goes beep...beep....beep.

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  Reply # 1432071 21-Nov-2015 09:18
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Turns out some dumb sh!t hasn't done my order properly, it cant be fixed till Monday as provisioning hasn't added my id or something to the order so the techies can't change anything. Sort your crap out Orcon.



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  Reply # 1432093 21-Nov-2015 09:53
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Damn, nothing can be done for me till Monday, either. The staff on the "assurance" team are limited in what they can do. My number port was supposed to happen yesterday.

Apparently, the port thing is because we are moving from Orcon to Callplus. Porting is supposed to work automatically but the system obviously has glitched. 

They should never schedule changes for the last day of the week until their systems are improved.

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