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227 posts

Master Geek
+1 received by user: 26


Topic # 191050 21-Jan-2016 14:15
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Hello, my UFB plan change over to the new plan is to happen from 9.00am today (I'm already an Orcon UFB customer on an older plan).
I've received the modem (as per the email). And its sitting here in the box ready to go. Btw: It looks like a preloved one (not that it really matters).
What I'm waiting for is "The installer will be in touch with you closer to the time to explain details and timing" (Orcon generated email). Call me OCD... (and I am), but this hasn't happened.

My internet appears to have been disconnected exactly at 9 which leaves me pondering what is going to happen now.
I called the help desk, and got told that they have all day - and they do (of course). I pointed out that I expected a call as per the email but got told that they might, or might not show up. I'd get a text though once everything was done.

My question is, for those of you that have had 'the change' (tounge in cheek):
did the installer call you (as per the email)?,
did they just show up?,
did they not show up at all?,
or everything just start working again?

I'm nervous given the other threads on the same topic.
Perhaps I should have just stuck to paying the extra 5 bucks a month and not messed with things.


I'm intrigued as to exactly what happens that requires an installer for this type of change. Just for curiosity's sake.


Thanks in advance.
P.S. please forgive the grammar, formatting, etc.... typing this on my phone.

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6434 posts

Uber Geek
+1 received by user: 1571


  Reply # 1476159 21-Jan-2016 14:25
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you are changing from one UFB plan to another UFB plan?

 

 

 

If so, it shouldn't require any technician visit at all - just a config change request from your ISP to Chorus which happens within 2-3 days.

 

I mean, what is the 'installer' going to do here?  unplug your old modem and plug the new one in?  That's about it.




227 posts

Master Geek
+1 received by user: 26


  Reply # 1476163 21-Jan-2016 14:29
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Yeah, changing from the old 100/20 unlimited plan to the 'new' 100/20 unlimited plan which is 5 bucks cheaper.

202 posts

Master Geek
+1 received by user: 67


  Reply # 1476208 21-Jan-2016 15:34
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If you are just changing plan and your speed is not changing then I can't see any reason for a new modem and visit unless they are generous enough to upgrade you modem for you to a newer version.

 

First thing I would do is phone back the help desk and get them to confirm that what they have you booked for is a plan change and not a new additional install. If they confirm it is just a plan change then get them to explain why it needs a new modem and a visit. 


730 posts

Ultimate Geek
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  Reply # 1476235 21-Jan-2016 15:56
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robcreid: If you are just changing plan and your speed is not changing then I can't see any reason for a new modem and visit unless they are generous enough to upgrade you modem for you to a newer version.

 

As per this thread:

 

bameron: 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


202 posts

Master Geek
+1 received by user: 67


  Reply # 1476303 21-Jan-2016 18:14
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jamesrt:

 

robcreid: If you are just changing plan and your speed is not changing then I can't see any reason for a new modem and visit unless they are generous enough to upgrade you modem for you to a newer version.

 

As per this thread:

 

bameron: 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

 

 

Oh dear, that seems less than ideal. Thanks for pointing that out. I'm sorry if my uninformed comment added to the confusion. 




227 posts

Master Geek
+1 received by user: 26


  Reply # 1476526 22-Jan-2016 08:51
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So the internet is working now. :)

 

Unfortunately no tech came out (as people suggested should be the case), I was not notified by a call/text/email (not sure how they would have contacted me by email).

 

I had to ring Orcon late yesterday afternoon and the Orcon 1st level tech said, your all good to go.  In fact, I was likely all good to go since the morning (despite the first tech saying someone from Chorus had to come out).

 

Teach me to follow instructions to the letter!!! - I should have just plugged the new modem in as soon as the old connection stopped working.

 

 

 

Despite me asking for no change in IP address (I had a static IP), it changed - OK, I can accept that....  time to change all my domain names (sigh).

 

 

 

Noticed ProDNS is now not working on my old account.  Grrrrr....   time to call Orcon helpdesk again.

 

 

 

Can we get someone from Orcon who knows what goes on with these migrations to tell us exactly what occurs - I smell some bullsh*t being spun by the helpdesk.




227 posts

Master Geek
+1 received by user: 26


  Reply # 1476653 22-Jan-2016 10:55
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Hmmm....  just got a text from Orcon saying "Looks like you fibre install is complete. You can now plug in you UFB modem."....

 

 

 

Clearly their automated process needs some work - I was up and running over 16 hours ago!




227 posts

Master Geek
+1 received by user: 26


  Reply # 1476848 22-Jan-2016 14:20
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Just a heads up for those of you that get frustrated with Orcon first line of defense....  I got on to a really good CSR who took my problems with the change over and sorted them all (including my static IP) - so perseverance is key!!!  Glad to say all is forgiven (even the inadvertent hang up after half an hours waiting) :)

 

Thanks to the guys who don't get mentioned at the back end who do the actual configuring as well (if you ever happen to read this).

 

 

 

Cheers


29 posts

Geek


  Reply # 1478525 25-Jan-2016 19:08
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Is your phone still working? My phone the VOIP one stopped working after I switched to their new plan. Still waiting for a resolution.




227 posts

Master Geek
+1 received by user: 26


  Reply # 1479675 27-Jan-2016 10:12
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I use a different VoIP provider so I'm not much use to you I'm afraid!


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