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488 posts

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# 37343 11-Jul-2009 12:35
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What we had before switching
Telecom home phone with call minder
Orcon Advanced 40 plan

and it worked PERFECTLY <-- I am stressing that now as Orcon don't seem to get that

We decided to change to orcon Gold (not the gold+, as we are in Invercargill), because of the free national calls and we were only use 2-3Gb a month at the very most

The day it switched over (16 of June I think) we lost Internet, when I told orcon they made me do all the usual test, -reboot the modem, unplug all the phones etc etc, they checked the lines (remotely) and everything looked right at there end, in the end they suggested i get one of their $10 modems sent out to me, because if they sent out a technician and the fault was my router it would be expensive, so i thought what the hell,
when the modem arrived 3 working days later i hooked it up entered my username and password, and still no go.
I rang Orcon again and told them this, they made me reboot the router, re-enter my  details, then they gave me some a test account details to try to see if i was entering my stuff wrong, but no that still failed, they asked me to reset the router using a pin, i did that and then re-entered the info, still no internet.
Finally they said they would send out a technician to check the exchange(?).
Next time I ring back a day or 2 later (still no Internet), and they tell me that the technicial found a fault and had fixed it, so i should have Internet, when i point out that it is still not working, take a wild guess what they made me do reboot/reset/ use test account details etc (I know why they do it, but Jesus wept) anyway basically after another few days of back and forth, they despatch another technician, who fixes something and then i have internet, 9 DAYS LATER, rather stupidly I thought that was the end of my problems

We keep getting randomly disconnected, and have to reboot the router to reconnect, yes I said reboot the router rebooting the computer makes no difference and it is not our antivirus as once we have been disconnected no machines on my network (linux, mac, XP, Vista, XP with different AV) can get to the net until the router is rebooted.

Ok the disconnects arent quite that random,
90% of the time when we turn the computer on in the morning it gets half way through downloading the emails and then connection to the net is lost, (rebooting the router solves this).
If you leave the machine for ages, it can lose connection, if you lock the xp machine (go into the switch user screen) it will sometimes lose connection when you log back in.

And Bizarrely today my wife was actively using the computer when she lost the ability to go anywhere but stuff (she already had it open) she could follow links within stuff, but no other websites that were open, nor could she open any new sites, until the router was rebooted. This last one is not part of the normal pattern, so i'm not sure if it is the same thing, but it had the same solution (normally when we lose connection we can't go anywhere)

Orcon where supposed to be turning on Interleaving on wednesday (the 8th) to sort this out, but it seems to have made no difference.

This is using the orcon supplied router

I don't want to ring orcon as the hold music is so so so bad, it seems to be the same 3 songs reset every single time a system message comes up

Also Telecoms call minder is still working on our orcon homeline, telecom apparently can't turn it off because Orcon now control this number, so orcon are supposed to turn it off

I sent an email regarding everything above (apart from the disconnects as i hadn't noticed them when I sent the email), and haven't heard back.

We did get one phonecall just after the no-internet problem was fixed, when i mentioned callminder was still on the person offered to put me on hold for technical services, so i dutifully sat there for about 10 minutes then the queue seemed to reset and i got the "we're not fans of these automated answering thingies" message and at about that point i hung up


What i want
-A refund or some compo or even a free t-shirt for the 9 days without the internet, (really all i want is a refund, but unless you demand tonnes of stuff you don't even get that these days)
-Call Minder turned off
-Decent hold music
- My internet working properly - is that really so difficult for an ISP
- To have it explained to me WHY they keep saying it could be my phones causing it, When everything worked perfectly until i switched to the Orcon Gold plan, THE INTERNET AND PHONES WORKED PERFECTLY

Grrr

any help would be appreciated







'We love to buy books because we believe we’re buying the time to read them.' WARREN ZEVON


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  # 234047 11-Jul-2009 13:07
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Hi, sorry to hear about your drama, but have you tried putting your old modem back on line now that DSL appears to work. Obviously you need to enter correct login details etc.

Cyril



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  # 234068 11-Jul-2009 14:08
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No i haven't, i keep going to do it but end up getting distracted, but i'll try that tonight.




'We love to buy books because we believe we’re buying the time to read them.' WARREN ZEVON


 
 
 
 


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  # 234075 11-Jul-2009 14:15
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Would also be useful to know what line stats (sync rate, line attenuation and Signal to noise ratio) the modem reports (both modems would be useful). And what phone wiring and filters do you have.

Cheers
Cyril



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  # 234098 11-Jul-2009 15:17
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Hi cyril where do i get that info

we have a splitter on the line where it comes into the house

modem is an RTA1320 oir at least thats what the control panel says




'We love to buy books because we believe we’re buying the time to read them.' WARREN ZEVON




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  # 234102 11-Jul-2009 15:34
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ok here we go

http://nigel.geek.nz/adsl-1.png




'We love to buy books because we believe we’re buying the time to read them.' WARREN ZEVON




488 posts

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  # 234103 11-Jul-2009 15:35
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Hope this works


ok hopefully the image shows up here




'We love to buy books because we believe we’re buying the time to read them.' WARREN ZEVON




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  # 234111 11-Jul-2009 16:04
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Ok images don't seem to work, follow my previous link and you'll see




'We love to buy books because we believe we’re buying the time to read them.' WARREN ZEVON


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  # 234131 11-Jul-2009 16:44
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All your stats seem fine, good infact, I see interleave is on, I would leave this on as it improves stability. From what you say you have a central filter installed so house wiring should not be an issue, and obviously was fine previously.

I would suggest either the Orcon modem is rubbish, so try your RTA for a day or two, if that still gives grief then maybe you have been connected to a duff DSLAM port when your account changed, or the jumper is bad, both need to be changed by Chorus/Telecom on Orcons behalf, but you need to work through Orcon to have this checked.

Cheers
Cyril

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  # 234236 11-Jul-2009 22:45
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You're complaining about SEVEN megabits? As someone who gets TWO megabits, I'm curious what your problem is there.

However, I will totally agree with you about how awful calling them is - that hold music makes me want to vomit (it's almost worse than listening to "come together" for half an hour calling Telecom's non-business divisions)




I finally have fibre!  Had to leave the country to get it though.


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  # 234243 11-Jul-2009 23:05
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Kyanar: You're complaining about SEVEN megabits? As someone who gets TWO megabits, I'm curious what your problem is there.



What are you talking about?? Not once has he complained about the speed!!!!! He's complaining about the constant disconnections and the apparent inability to maintain a stable connection.


Read the post again.



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  # 234520 13-Jul-2009 00:21
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Well we haven't had a problem today, I put the old modem back on last night and it's worked fines since, although i'll give it a week before I consider the issue solved.

So much for my Orcon supplied modem, not sure what I'm gonna doo when the exchange gets upgraded later this year




'We love to buy books because we believe we’re buying the time to read them.' WARREN ZEVON


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  # 234612 13-Jul-2009 10:54
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Sounds like the Orcon supplied modem is faulty, it happens ring them up and get them to replace it.



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  # 237202 20-Jul-2009 16:44
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Well I spoke to soon obviously,
we lost connection sometime yesterday morning.
Today 3pm-ish i tried replacing my old modem with the crappy orcon supplied one, and lo and behold the net was working again,
however we continue to get weirdness, with timeouts etc and when i turn on the other computers on the network it doesn't know they are there until I reboot the router or more bizaarely i will be halfway through downloading email on another machine on the network (freshly turned on) and that machine will loose connection, however the main machine on the network will still be surfing fine.

And I will yet again mention, that the whole set-up (with the original old modem) worked flawlessly until I switched to orcon gold

AArgh




'We love to buy books because we believe we’re buying the time to read them.' WARREN ZEVON


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  # 237217 20-Jul-2009 17:05
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hmmmm, think you need to talk to your ISP, sounds like you have exhausted most of what you can do on your side of the fence.

Cheers
Cyril

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