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275 posts

Ultimate Geek
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Topic # 193417 10-Mar-2016 13:02
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Location: Takapuna Auckland - #12517345

 

So my connection was flakey for most of the beginning part of the last week where I experienced a fair few disconnects, then on Thursday I lost connection to the internet.

 

The router (white Netcomm NFV4) would establish DSL connection, confirm upstream and downstream but not connect to the internet.

 

Diagnostic was

 

Test your eth0 connection: PASS
Test you Wireless connection: PASS

 

Test ADSL Synchronization: PASS
Test ATM OAM F5 segment ping: PASS
Test ATM OAM F5 end-to-end ping: PASS

 

Test PPP server session: PASS
Test authentication with ISP: FAIL
Test the assigned IP Address: PASS
Ping default gateway: FAIL
Ping Primary DNS: FAIL

 

eventually the router reboots and repeats the very same process. 
Side-note - with this being the white modem, the username is genius@orcon.net.nz and I have no idea what the password is, whatever the factory default sets it to is what I have always used.....so this isnt me changing something and causing a problem.
I called Orcon and was t old someone would investigate...eventually on Monday I received an email stating that it had been raised to Chorus who had 'resolved' the issue. That evening I got home and my connection stayed alive for about 2 hours before reverting to t he same problem above. I called Orcon again but it has been silence since then, so I'm now a week without Internet and I have no idea why.

 

 

 

Is anyone else experiencing this or any similar problem and actually knows what the issue is?





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52 posts

Master Geek


  Reply # 1510577 10-Mar-2016 13:58
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I had a similar problem at the Devonport Exchange, after some sort of upgrade to the ADSL was carried out on the 3rd March.

 

It got to the stage where the PPP connection would drop out every 5 minutes but the DSL remained stable.

 

Yesterday Orcon got the Chorus technician to move the connection to a different port in the Exchange, however the dropouts had stopped occurring as frequently before this happened. Since then it has dropped and reconnected a couple of times.

 

To top it off the Chorus tech rung me when the line had been moved to check it was working. Only the DSL was working and the PPP wouldn't connect, but he informed me Orcon were have an general issue with PPP authentication. After a couple of hours I rung Orcon to see when the issue would be solved, however they knew nothing of PPP issues, and one modem reset later all was working. I still can't work out why the Chorus tech led me down the wrong path where I didn't even try a reset because he told me there was a known issue.




275 posts

Ultimate Geek
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  Reply # 1510586 10-Mar-2016 14:07
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Got a few texts from Orcon:

 

'Have no ETA, but we shall keep you posted upon resolving the issue. Thank you for your patience. Assurance Team @Orcon.'

 

'Hi, with reference to your fault #, has been related to a major outage and our engineers are currently working on this on priority. We currently'

 

Nice to get an update, strange that 'major outage' doesnt make the network status page (unless they refer to the PPP outage) https://www.orcon.net.nz/network_status

 

It wouldn't surprise me if it was a Chorus thing, they are the only thing preventing me from moving to Fibre, I gave them one chance...took the day off work any nobody turned up and then they pretty much hung up on me when they called me to reshedule. Left me fairly unmotivated given that I already had low expectations going into it....even lost my bigpipe connection fee because I was the one who chose to give up when nothing actually happened.

 

Luckily, I have enough exposure to the internet at work that I am not too worried about time with no net connection....the other people in my house however will no doubt greet me home with screams about not being able to get their hourly facebook fix. Real first world problems.







275 posts

Ultimate Geek
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  Reply # 1512767 14-Mar-2016 09:45
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well after the first week of unstable to no internet connection, I have now had another week of absolutely no internet connection. For a 'Major outage' nothing much appears to be happening. Someone mentioned that Orcon will still charge me for this period unless I ask for a refund...has anyone asked for a refund before? I seriously hope there is a way to do it without having to phone up people i cannot understand.





370 posts

Ultimate Geek
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  Reply # 1512846 14-Mar-2016 11:08
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Following this up, didn't realize the issue had this much impact, clearly not good.




275 posts

Ultimate Geek
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  Reply # 1513812 15-Mar-2016 16:17
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anyone figure out what the issue is yet?

 

It's my wife's birthday tomorrow, at least now I can just take her out to somewhere with wifi net access.....'happy birthday...have some facebook time'. Sounds sad but she will probably think that's the best gift ever.





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  Reply # 1513834 15-Mar-2016 16:19
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If an ISP couldnt give me internet for 2 weeks I would assume they have abandoned their side of the contract and be finding a new supplier.





Richard rich.ms

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Master Geek
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  Reply # 1513868 15-Mar-2016 16:55
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I agree with Richard, if they can't provide any actual reasoning behind your problem; I suggest keep following up with them, or just ditch them completely.

 

Have you talked to someone in Orcon after the initial contact?

 

One thing that might help is that when I had a similar issue with PPP authentication a few weeks back, I had to get my ISP to double check my profile, and they realised that they had made a change on it which refused my authentication requests going to them. They had it looked at by their NOC (IIRC, might have been 2nd/3rd tier), and it was all resolved within the hour.

 

If your DSL line is clear (light is staying lit), and it's just the PPP/Internet that's bottoming out, I would suspect it's something they should be able to fix on their side (especially since it's been a few weeks, I would think if it was a physical error, it would have been resolved by now).


370 posts

Ultimate Geek
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  Reply # 1514121 16-Mar-2016 07:33
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There is a problem with a certain older cards in the legacy Orcon MSANs that so far the vendor has not been able to fix, all the affected ones in Devonport were swapped out yesterday. Unfortunately this has been a very difficult technical issue that almost randomly occurs on a small percentage of customer ports. The legacy Orcon MSANS are being converted to shared Vocus (Slingshot/Orcon/Flip + Wholesale) ones and this process/upgrade sometimes kicks of an issue with these older ADSL cards. Fuzzychicken please PM me your account details so I can have your port looked into, thanks




275 posts

Ultimate Geek
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  Reply # 1514544 16-Mar-2016 14:47
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just got home to a flashing internet light, thanks noroad.





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Ultimate Geek
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  Reply # 1514552 16-Mar-2016 15:06
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fizzychicken:

 

just got home to a flashing internet light, thanks noroad.

 

 

 

 

No problem, sorry about the issues, we have been pulling out all the stops to replace the affected MSAN cards. Should be all good now.

 

 

 

cheers




275 posts

Ultimate Geek
+1 received by user: 62


  Reply # 1542014 26-Apr-2016 10:34
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This one gets even better (basically I'm just using this to make a rant as it will make me feel good)

 

While my issue of having no internets for half a month was resolved, during that time my plan changed from 200GB down to 30GB....I have no idea why...I did not request this. I even emailed orcon to ask that it was changed back as it would mean I was already exceeding the monthly allowance. 
Well I just got my monthly bill for $278.94, for going 98GB (@ 2$/GB) over a 30GB/month plan. Messages sent to bill disputes resulted in "I see your problem was resolved on March 15th, tahnks and goodbye" which means they see a note that I got my internet back on that day...nothing to do with billing. Messages since have resulted in no response and the call centre dont seem to believe a 200GB plan ever existed.

 

So when the money leaves my account on 3rd May I will probably have to start mailing turds in jiffy bags to Orcon HQ.....or something equally satisfying to make sure I'm getting value for my moneys.





Banana?
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  Reply # 1542043 26-Apr-2016 11:12
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fizzychicken:

 

This one gets even better (basically I'm just using this to make a rant as it will make me feel good)

 

While my issue of having no internets for half a month was resolved, during that time my plan changed from 200GB down to 30GB....I have no idea why...I did not request this. I even emailed orcon to ask that it was changed back as it would mean I was already exceeding the monthly allowance. 
Well I just got my monthly bill for $278.94, for going 98GB (@ 2$/GB) over a 30GB/month plan. Messages sent to bill disputes resulted in "I see your problem was resolved on March 15th, tahnks and goodbye" which means they see a note that I got my internet back on that day...nothing to do with billing. Messages since have resulted in no response and the call centre dont seem to believe a 200GB plan ever existed.

 

So when the money leaves my account on 3rd May I will probably have to start mailing turds in jiffy bags to Orcon HQ.....or something equally satisfying to make sure I'm getting value for my moneys.

 

 

Wow, just, wow.

 

Can they not see what your billing history is? And usage history?


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  Reply # 1542075 26-Apr-2016 11:22
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It's not something weird like the cap being pro-rated for the time they credited you for having no internet connection is it?





Richard rich.ms



275 posts

Ultimate Geek
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  Reply # 1542080 26-Apr-2016 11:30
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richms:

 

It's not something weird like the cap being pro-rated for the time they credited you for having no internet connection is it?

 

 

I thought the same but not being able to get an answer from anyone leaves me with only guesses as to why it happened. I am taking this as karma telling me I should have upgraded to 200/200 fibre already.





dt

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Ultimate Geek
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  Reply # 1542271 26-Apr-2016 15:27
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Man I dread when anything goes wrong with my account, its so frustrating having to call.

 

For the first 6 months of me paying for my 100/50 fibre plan I was only getting 30/10.. it finally got sorted but it was impossible for anyone to understand I should be credited for the speed difference during that time period.

 

I decided it wasn't worth my sanity or time in the end so I just gave up.. very sad really.

 

Good luck with your billing qualms Fizzy


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