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22 posts

Geek


  # 122519 10-Apr-2008 12:57
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You could try getting them to check if your power profile is correct for your connection given your 500M away. 

431 posts

Ultimate Geek

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  # 122617 10-Apr-2008 17:48
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Nice to know I'm not the only one.

I've detailed my Orcon LLU drama's with changing two connections over in a previous thread. http://www.geekzone.co.nz/forums.asp?ForumId=82&TopicId=20433&page_no=1#119772.

I'm still getting disconnected every night without fail and often during the day too. I'm still waiting for my number to be transfered over which is costing me to have Telecom hold it.

With all the calls I've put in during the last two weeks, I haven't had one callback or email in responce. It's always been me chasing them up. Fells like I'm hitting my head on a brick wall!

From what I understand their Teir 2 support is comprised of one guy, Tom, and he seems to be totally overworked at the mo.

I expected a lot better from Orcon.






 
 
 
 


1 post

Wannabe Geek


  # 122626 10-Apr-2008 18:01
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I'll add to this, while my connection still works. :-)

I have had nothing but problems ever since moving to Orcon's LLU service over a week ago:
- PPP connection forever going down (and staying down sometimes)
- Did not move my old telecom number (I am now paying for Telecom to Customer Link my old number)
- Did not block outgoing caller id (i haven't raised this issue with them yet)
- Could not call their 0800 number from the LLU service (now working)

I am on the Mt Albert exchange and do not have an Orcon HomeHub.

Every time I call support it's very hard to get past the "please restart your router, firmware reset the router, disconnect sky, disconnect the phone I am calling them from" statements from support staff. Look at my (many) calls I have made, clearly doing a firmware reset does not work!

Since interleaving was turned on 2 days ago, the frequent "micro outages" appear to have gone and have been replaced with less frequent "rest of the afternoon and evening" outages. The same thing happened with my connection on the day it was cut over to orcon.

As I also work from home and provide support to customers over the internet, I cannot have this keep happening. My previous orcon / telecom connection worked perfectly and was at ADSL2 speeds since telecom upgraded the Mt Albert exchange. All I wanted was more data on my existing orcon / telecom connection but instead was forced to "trial" this new service and pay telecom a per minute charge to forward my calls. I also wasted about $20 using a prepay phone to get online and check my e-mails on the 1st day.

So, now I have an unstable internet connection, $20 out of pocket for prepay internet usage (ok, that was my choice, but I needed my e-mail), paying an extra $20 a month to keep my old number, and paying to receive calls. Thanks!

Orcon, how about giving those of us that rely on our connection the chance to go back to telecom phone/adsl & orcon internet until this is sorted out. I didn't sign up for the trial that was offered because I could not afford to have these problems? Clearly your LLU service is not ready yet.

I am also now considering moving to another provider (one that can use my original telecom number), except that orcon is now the 3rd provider I won't touch or recommend to anyone. I don't know where to go. Who provides a decent, stable internet connection these days and does not charge a fortune for it?

Chris

248 posts

Master Geek

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  # 122818 11-Apr-2008 12:31
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Hi Geekzoners,

In response the last few posts (and in addition to my previous post), yes, there are a small group of customers that are having problems, particularly around broadband stability.

Our network guys are working flat out to fix these at the moment. This includes working with our suppliers to ensure that those that are cause by line faults etc. are resolved ASAP. We expect to have these problems fixed within days.

For those affected, sorry guys! and thanks for your paitience. You will not be charged for your LLU service on this months bill. If you are having problems and have not logged a ticket with our support people please head over to our website and do so here - http://support.orcon.net.nz/index.php?accountnumber=

The guys are working on calling all those who have outstanding faults over the next couple of days (including the weekend) so you should hear from us shortly. We will also be posting updates to our system status page: http://www.orcon.net.nz/system_status/





18 posts

Geek


  # 122838 11-Apr-2008 13:08
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Hi Duncan, thanks for the update, I must the say the communication is getting better, and I realise you guys are working hard to get things fixed.

Also, it's a nice consolation to know that we wont be charged for this patchy first month.

On a personal note, is it likely that the techs will be still working on things tomorrow? The reason I ask is that given that I've been without a dialtone for 48 hours now, if it can't be fixed today, I would hope that things could be resolved tomorrow.

Scott

22 posts

Geek


  # 122844 11-Apr-2008 13:16
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Hey Duncan, I also have to say things have improved substantially for me in terms of comms and stability of the network. 

Still the odd outage, but I put that down to changes in the network at the exchange or resets.

So thanks again for keeping us up to date.

248 posts

Master Geek

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  # 122850 11-Apr-2008 13:28
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scottatron:
On a personal note, is it likely that the techs will be still working on things tomorrow? The reason I ask is that given that I've been without a dialtone for 48 hours now, if it can't be fixed today, I would hope that things could be resolved tomorrow.


The techs will be working over the weekend, but if you like you can message me your username and I will make sure the techs have a look this afternoon.


 
 
 
 


431 posts

Ultimate Geek

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  # 122881 11-Apr-2008 15:38
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Duncan, i need help getting the Voip guys to change the ring pattern on a line, it's screwing up the pabx. Why did Orcon go with a non-standard ring in the first place, surely that's just asking for trouble.






3304 posts

Uber Geek

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  # 122985 12-Apr-2008 00:02
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I have to say, my experience so far has been great (touch wood).  I signed up on Tuesday evening and when I went to the house today and plugged in my phone there was a dial tone!  I rang my new number and my phone rang!  Plugged in my old modem and it connected!  All very exciting :)

Speed tests look good so far. Haven't had a chance to give it a real world work out yet though.

The only question I have is what settings to use for the modem?  It seems it doesn't matter because it still has my old ISP settings in there, but it's connecting happily enough.  Should I be using an orcon username/password?

Oh, and also when I go to orcon.net.nz in the "Your estimated data usage" panel it says "Looks like you don't have Orcon Broadband. Get it now!"  But I do!  Is this related? Or something broken?

0o0

46 posts

Geek


  # 122986 12-Apr-2008 00:11
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rhysb: Duncan, i need help getting the Voip guys to change the ring pattern on a line, it's screwing up the pabx. Why did Orcon go with a non-standard ring in the first place, surely that's just asking for trouble.


To help differentiate themselves from telecom maybe? but yeah, the pause is abit annoying.
The network is getting more stable, the number of disconnections on my line dropped from 12 4 days ago to 4 yesterday and its just dropped once today..so far.
On a side note, what kind of noise margins are you guys getting? i had about 13db on adsl w/ ihug its now about 5-6db could this be why the line is abit unstable?
But its good to see progress being made quickly and updates being given by Duncan, cheers Orcon.

3304 posts

Uber Geek

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  # 122988 12-Apr-2008 00:24
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SNR margin of 6 or 7 here.

I quite like the ring actually.  Probably just because it's a bit different. The pause is the worst part, keep thinking they've hung up before I get there!

I think the CSR I talked to when signing up said they'd send me an email with all the details I'd need once it was all connected.  Maybe it haoppened so fast they didn't get a chance.  Did anyone else get a welcome email with settings or that sort of thing?

65 posts

Master Geek


  # 123009 12-Apr-2008 10:31
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I also have these issues, a very frustating 2 weeks for me since I signed up, i'm on the Browns Bay exchange.

My internet connection has been up for 1 day and 9 hours, which is the longest it's been working for since I signed up.

Apparently some of my hardware for my line was replaced prior to this.


431 posts

Ultimate Geek

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  # 123028 12-Apr-2008 11:52
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Well they've changed the ring pattern which is good, and my connection was still going this morning. Hopefully they've sorted the disconnects, but now I don't have any phone. Grrrr.






248 posts

Master Geek

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  # 123454 14-Apr-2008 17:45
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Hi all,

Just another quick update...

1. The rings should be back to normal now, sorry about that.

2. A software patch was applied to all exchanges over the weekend, and it seems to have fixed the broadbnad and phone stability issues for the small number of customers who were having them. There are still some customers with outstanding physical line faults, techs should be visiting these customers over the next couple of days (if they weren't there today) to fix these.

3. We have taken all your feedback on board and are going to be doing a lot of refining in terms of our communication and fault resolution processes - thanks to everyone who has made suggestions - if anyone else has comments or suggestions we would love to hear.

So again, apologies to those who were affected, and thanks for your paitience.

65 posts

Master Geek


  # 123549 14-Apr-2008 23:13
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Things at my end are much better now.

All my issues re the phone line itself are resolved.

The broadband seems pretty stable now.

On Sat it went through a period where it disconnects and reconnects frequently (10 times over 7 hours with 10 mins off OFF between) then back to stable line again the next day. It's done this once before, late last week.

Pretty happy with it as it is now.

:-)

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