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44 posts

Geek


Topic # 25020 9-Aug-2008 17:52
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Hi All.


As everyone usually bashes the ISP when they have dropouts, I thought I'd share an experience I had with our Orcon DSL connection about three months ago.

(During the week prior to Friday) Noticed Downer vans parked down the street, then on Thursday they were on a different streen down the hill from us, but even closer than before. Didn't think anything of this at the time...

Friday, mid afternoon. Get a txt from my Wife saying that we don't internet or even a dial tone at home.   Got home around 6pm to find that this is still happening.  Called Telecom from my cellphone about the no dial-tone issue - helpful (even English speaking too!!) helpdesker advised to unplug *everything* from the phone sockets for a couple of minutes. Magically this worked. Didn't fix my DSL signal though - no DSL signal shown by my modem at all. Asked the Telecom helpdesker if he could look into this - he consulted his records and as my DSL port is UBS to Orcon he couldn't help. Very apologetic, but advised I log this with Orcon.

Did usual things like unplug & turn off DSL modem for five minutes, unplug and replug filters etc (only two in house as we've only got two phones & 1 modem). Still nothing DSL-like.

Hung up from Telecom and picked up the now-working home phone and called Orcon.  Heldesker answered fairly promptly which was nice. Asked me to power cycle my modem. Did so again, still nothing.  I asked HD'er to log my fault with Telecom to get them to reset my port on the local DSLAM.  This was duly logged, and now that it was aboutg 7pm Friday HD'er said that he couldn't actually do this for me, but that the 2nd level guys would sent this through to Telecom in the morning. No problemo, we give up in internet for the night and watch telly.

Saturday 9am - still no DSL signal.  Turn modem off & leave it off. Got other things to do today.

Sat 3pm - remember to turn it back on.  After 5min - still no DSL signal. (Bugger).  Ring Orcon and ask HD'er who answers how my port reset went. HD'er looks into my call, can't see anything so puts me on hold to ask. Can't find anyone who can answer - my port reset request may or may not have been escalated to Telecom. Oh well. still got other things I can do without internet. Family doesn't share my mood, but what can they do? :)

Sat 8pm - WAF for home systems dropping sharply. Ring Orcon again, still no update on my call. Oh well, ce la vie.

Sun 10am - Still no DSL signal.  Downer vans pull up outside my house and engineers get out to dig around a pole. While munching my toast and drinking my coffee a thought occurs to me that maybe they've been sent out by Telecom to fix my problem. I wander down and ask them when they got the call logged.  They very nicely answer that they're not here for my problem - they're doing something else.  I asked them if what they did on Friday over on the next street might have cut out my phone signal entirely & killed my DSL.  Downer engineer looks thoughtfully at his mate, checks his clipboard and says "maybe...".  He then took my name & home phone number and said "I'll just nip over to the exchange and check something".

10 min later - I get a phone call from the Downer engineer - can I reset my modem?  Duly do so and **WOW** I've got a DSL signal again.  Pretty nice one too (only ADSL1) but better than last time I checked.  My modem won't log in though. Downer guy calls back and asks how the modem's gone - I tell him that I've got DSL signal now, just not logging in to my ISP.  He has a look and says "I can see your problem - I'll get one of our DSL guys to have a quick look into this for you".

Some time later (less than an hour) - Downer guy rings back and asks me to reboot my modem - do so again and *YAY* I've got my IP back. I tell him this and he's happy and comes back to help his mate dig out the bottom of the pole outside the house.

I cann Orcon, HD'er looks up my call and still can't see any updates as to my port reset request.  I tell them what happened re: Downers and that they can now close the call.


The moral to this tale is that even though your DSL connection is billed by Orcon/whomever, the physical connection to your house is (unless you're in Auckland) provided by Telecom and they do whatever the hell they want to their network, usually without consulting anyone. I got lucky in that the engineers who probably screwed up my connection were the ones that I managed to talk to and so felt oblidged to fix it for me. If it hadn't been for them we would have most likely needed to wait until Monday for the Orcon -> Telecom escalation to get looked into.

Oh well, it all worked out well in the end.


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41 posts

Geek


  Reply # 155462 9-Aug-2008 18:25

Good to see everything finally going to plan!!

Our issue was not as dramatic, but had consistent disconnection problems for most of the year. Numerous phone calls to
Orcon HD, resulted in the same answers. Reboot the port/modem/this-and-that/etc. It got so frustrating that we were
wanting to move, both isp and house, as the static on both telephones was also unbearable.
Recently finally got Orcon to organise Chorus to have a look and lo-and-behold, our connection to the home was faulty, thus the disconnections and bad static.

We currently have been connected for over 3 days which is a first, and both telphones are fine.

So if you have very similar issues, force your isp to get Chorus to have a thorough look at your line from front door to the
exchange asap.

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