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Forums › Orcon and iServe › Static IP on Fibre...now I cant access Youtube and Google play


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Topic # 199088 3-Aug-2016 23:58
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Other than the absolutely shocking customer services and lack of technical knowledge from the helpdesk...I have just changed over to a static IP and now cannot stream from youtube or download from google play and who knows what else. Other than that nothing else has changed on my internal network, obviously there is some caching going on somewhere or not as the case maybe. General web access seems to be working fine though?

 

Does anyone have any ideas?

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14 posts

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  Reply # 1604021 4-Aug-2016 07:57
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Your lucky I got my static on Monday and since then I am seeing massive tcp resets and I have essentially no Internet. Been on there case since Monday evening all I get is it has been escalated to level 2. Told them if this is not sorted by this morning I am done with them.



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  Reply # 1604023 4-Aug-2016 08:05
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I'm almost done with them too, lets face it, it's going to be faster, easier and less stress to go to another ISP.

 

 

 

So VPN functionality that I use on a regular basis fails to connect now, connectivity in general is very poor. Select google services don't work anymore (youtube and google play) x.googlevideo.com always timesout. I still suspect routing and/or cache flow servers...probably time to move on.

 
 
 
 


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  Reply # 1604036 4-Aug-2016 08:40
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It is clearly a routing issue or other issue with there IP network. I can get to there datacenter fine they can see my router fine however if I try get to anything past there datacenter I am getting about 50% of my traffic being TCP reset. This only happened from the moment they put me on a static IP.

 

Asides from them not wanting to listen the best part is I had a chorus engineer call me from the other side of the country saying he is coming to investigate my line. The fact they were on a different island and the fact that is is clearly not the fibre connection and I can quite clearly show them it is an issue in there IP network the only response is it is being looked at by a level 2 engineer and that I am a single customer with this issue which I find hard to believe. If something is screwed in the IP layer it is normally a few customers. However they all are probably being told it is weather related and will take a few days to fix.

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  Reply # 1604054 4-Aug-2016 09:13
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Hi Guys


PM me your username and IP address's and I will have a look for you.



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Geek
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  Reply # 1604065 4-Aug-2016 09:34
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Definitely a routing issue because I have 2 VPN's one to AU and one to NZ, and the NZ ones fails but not the AU.

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  Reply # 1604106 4-Aug-2016 10:07
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PM'ed you my IP. However as I told your retention team this morning if this is not addressed and working by 12 today I am done.


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  Reply # 1604147 4-Aug-2016 11:07
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zl1fly:

 

PM'ed you my IP. However as I told your retention team this morning if this is not addressed and working by 12 today I am done.

 

 

 

 

I know what the issue is, but might need a bit more time to solve, but will be solved today.

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  Reply # 1604160 4-Aug-2016 11:33
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Care to explain what the issue is?

 

 

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  Reply # 1604205 4-Aug-2016 12:09
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Duplicate IP's. For some reason the users who had the IP's before you are still being provisioned with them.

 

Its a bug in our OSS system.

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  Reply # 1604221 4-Aug-2016 12:27
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Thank you the first intellegent answer I have had.

The part that annoyes me I just had a call from you help desk asking me to change my dns. I humoured them but know it was not the issue. Retention just called as well saying that they still have to prove if it is an issue on your side.

I am well and truly over it.



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  Reply # 1604262 4-Aug-2016 13:06
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The thing is once you know someone is handling the issue, then it's fine, sh@#t happens, that's life. What is truly painful is people reading from a script, who have no interest in helping you... I don't need to be told to reset my router half a dozen times.

In the interest of keeping customers they should promote this forum and sack the entire help desk IMHO.



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  Reply # 1604298 4-Aug-2016 13:59
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Thanks to sounddude for taking the time to investigate, the problem is now resolved, so Orcon lives to fight another day.



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  Reply # 1636236 20-Sep-2016 00:11
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I have the same problem again...this is getting really annoying now. Obviously the provisioning system has re-assigned my IP again, can someone at Orcon please fix it?



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  Reply # 1636639 20-Sep-2016 16:16
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Well... so long Orcon, clearly no one gives a sh!t :(

 

The helpdesk can barely speak English, let alone do they have the basic networking skills and common sense to reason a known problem. The helpdesk refuse to accept the static IP issue (double assignment in the provisioning system) despite a senior engineer identifying it previously. Orcon's attitude as a whole can only be describe as apathetic and uninterested, in a small country like NZ that will loose you customers very quickly. Given the lack of appetite to fix my problem all I can do is exercise my rights as a consumer and cancel my account....at that is exactly what I have done.

 

Orcon's closing statement to me once I had requested to disconnect (because honestly what choice did I have?) they advised I need to give 30 day notice and asked me if there was anything else they could help me with. Stunned and speechless but also laughing a little on the inside I said goodbye. 

 

  

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  Reply # 1636645 20-Sep-2016 16:19
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Alchemist, should have been fixed around 11am. Have you tried it since?

 

 

 

 

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