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129 posts

Master Geek
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Topic # 190711 9-Jan-2016 20:48
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A puzzle.
Yesterday evening I lost VOIP service (Genuis black).
Some NZ sites were unreachable for a short time  - Geekzone and WoBH, they came back, but no phone service.
Looked harder today, after factory reset and reboot, Genius box reports ADSL OK, (tad slower, stats indicated 12dB  downstream attn, not usual 10dB).
Very different assigned WAN IP, not usual 121.98.nnn.nnn or 121.99.nnn.nnn, and WAN login genius@orcon.net.nz, not [username]
Called it in, (~1PM) after some faffing about and a reboot while CSR was on the mobile, no change. There's a ticket, but he wouldn't tell me the number.
ADSL service works, but no SIP authentication no matter what I try here.
Checked DNS that router had auto-configged - via whois, it's a Spark DNS, so was my WAN IP.
Rebooted router (again) with Orcon DNS 121.98.nnn.nnn set manually, web access fine, still no SIP/VOIP.
UBA connection to cabinet, have Chorus been in it and assigned me a Spark port? A whois just now reports I have A Spark WAN IP 122.61.164.nnn
Thoughts?

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243 posts

Master Geek
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  Reply # 1466732 9-Jan-2016 21:05
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Happened to me recently as well - the chorus tech had inadvertently swapped me and one of my neighbours whilst trying to resolve a fault i'd raised.

You'll need to call into Orcon to get their fault team to get chorus to switch you back because right now you'll have their internet + phone number while they'll have your internet and no phone line at all.

There's obviously issues here with liability (voice + internet usage), and more so if they're elderly with a medical alarm.

re: the sip not registering., taking a stab i'd say they don't allow genius sip reg from off of the orcon network.



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Master Geek
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  Reply # 1466736 9-Jan-2016 21:15
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That appears to be shape of it, though I never reported a fault in first instance, someone else on that cabinet has? Guess we'll see what happens. 10 year Orcon customer. Let's see if a prompt resolution gets it to 11.

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Uber Geek
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  Reply # 1466771 9-Jan-2016 21:48
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Yep, sounds like a misjumpering to me. Chorus should have this fixed in a day or so once Orcon logs the fault.



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Master Geek
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  Reply # 1467197 10-Jan-2016 19:38
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Update: now nothing at all since midday. No carrier. @Orcon, you have 24 (hours). Just saying.

Meow
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  Reply # 1467199 10-Jan-2016 19:40
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Radiotron: Update: now nothing at all since midday. No carrier. @Orcon, you have 24 (hours). Just saying.


Wasn't Orcon's fault here so no point passing the blame over to them. I assume you've logged a fault with Orcon and have a fault number? If this is the case it'll likely be Monday.






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Master Geek
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  Reply # 1467219 10-Jan-2016 19:45
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Fair enough, however, I am paying them for a service, if it's not provided, fix or escalate. Chorus have just increased their copper charges, (and I'm getting billed for them) I expect an equivalent response. Esp as this one looks like a Chorus fufu.

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  Reply # 1467221 10-Jan-2016 19:51
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Their contracted supplier has made an error. OP has no relationship with chorus so shouldnt care whose fault it is anyway.

Internet broken, told them to fix, up to orcon to ensure the resolution time is within their best efforts.




Richard rich.ms

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  Reply # 1467228 10-Jan-2016 20:15
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in a perfect world, chorus would have noticed their mistake and fixed it.

however, they cant know everything. they may not have realized they accidentally affected your line.



follow the process, you have a fault on your hands, regardless of how it came about - Be glad its certainly not something wrong with your CPE or such here..




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Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.




129 posts

Master Geek
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  Reply # 1467234 10-Jan-2016 20:26
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Incident logged with Orcon. When and how it is resolved is up to them and Chorus. How I respond is is up to me. Prompt and effective resolution requested and required. "I'm paying, fix it or tell me why you can't" is fair.

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  Reply # 1467246 10-Jan-2016 21:12
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Radiotron: Incident logged with Orcon. When and how it is resolved is up to them and Chorus. How I respond is is up to me. Prompt and effective resolution requested and required. "I'm paying, fix it or tell me why you can't" is fair.


You're on a "best effort" service with no guarantees of service uptime, speed or stability. Faults happen and we're only speculating what has happened however Orcon can only raise a fault with Chorus who will repair it when they can just like any other ISP. If it is a misjumpering you'll be in this situation no matter what ISP you're with so whilst it is easy to get frustrated with Orcon it is not at all their fault.

You have to be patient...




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  Reply # 1467248 10-Jan-2016 21:15
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The flipside of that is that best effort doesn't mean the ISP can just sit around doing nothing for hours/days. If its obvious that they are not trying as hard as they can to resolve it, then it's hardly their best effort, right?

Most people will try their best, but if they aren't putting the appropriate pressure on their external suppliers then perhaps it is not their best?




Richard rich.ms



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Master Geek
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  Reply # 1467258 10-Jan-2016 21:39
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In another life, I deal with front line, "it doesn't work, fix it, now." I understand where Orcon might be with case, dealing with external supplier, however, not unlike "my" customers, no sympathy. They don't give a rat's about the details, all they know is that the product is not behaving as advertised.
I've had a look around and have some awareness of the details, but thats academic. I pay for functionality, it works, or I consider other options.



129 posts

Master Geek
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  Reply # 1468657 12-Jan-2016 19:17
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Resolved. Jumpering issue as suspected, once the Chorus tech called me, case wrapped up promptly enough. We continue.

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