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13 posts

Geek


Topic # 89990 13-Sep-2011 01:02
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So ive been with orcon many years now but over the last 6 months the service has turned to crap. Basically what happens is the connection will be stable for about a week then one night about 11pm I start getting disconnected every 5 minutes. It never happens during the hours of helpdesk service so theres never a chance to complain. Ive called them a few times and all they say is 'try reseting your modem'. Now days its impossible to get through to them. They say the other alternative is they will send someone out but I know the guy will make an excuse and charge a large sum. This makes it impossible to play online games late at night :/. Usually the disconnection time last for about 2 hours so all I can do is wait it out. Ive tried every trick in the book from disconnecting all the other phones to using splitters. Heres a pic of what the modem does: https://i.imgur.com/2szB0.jpg .
So where can the fault lie? I live in Mt Eden and I suspect the exchange is overused, perhaps I could get a newer modem with a stronger signal but it does work for a weeks without interruption, perhaps there's water in the line? A friend of mine is an engineer for whoosh perhaps he has the tools to measure the line noise. If its not fixed ill have to swap ISP's. I dont need a good helpdesk or speeds, just a stable 24/7 connection. Though asking which ISP is useless because while one person will have flawless service another with have crap. All I know is that when you change ISP's you get a fresh line, perhaps its because my line is so old that it takes second place over all the new lines being installed. I cant help feeling like older customers are being ignored.

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13 posts

Geek


  Reply # 520557 13-Sep-2011 17:03
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God dammit, as soon as 5pm hits its the same disconnecting thing. Internet just stays up long enough to make this post.

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Vocus

  Reply # 520560 13-Sep-2011 17:08
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Hi there,
Can you please PM me your username and we'll investigate further.
Cheers.




Head of Brand and Communications
Vocus NZ
[Slingshot, Orcon and Flip]


 
 
 
 


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  Reply # 520644 13-Sep-2011 20:18
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You have very bad sync speeds.

PM your details to Q and he will get someone from the helpdesk onto it. Looks like a bad line fault to me.

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Ultimate Geek
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  Reply # 520751 14-Sep-2011 06:21
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I used to be able to see disconnects on the usage page, but since the upgrade that appears to have gone... or am i blind?

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Vocus

  Reply # 521288 15-Sep-2011 08:42
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Hi Volaxis, one of the team was set to call you yesterday, let me know if we can help with anything else.
Ramjet, yes, the disconnects feature dropped off when we updated the usage meter, but we will be adding it back in the near future.




Head of Brand and Communications
Vocus NZ
[Slingshot, Orcon and Flip]


5 posts

Wannabe Geek


  Reply # 521414 15-Sep-2011 12:16
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since switching to orcon, we always have the same issue, 1 minunte connected, the next minute is disconnected, very frustrating. called a few times but the issue still happening. whats more frustrating is, if we are LUCKY, we get to speak to someone in 30 minutes. only if we are lucky.

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Ultimate Geek
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  Reply # 521751 16-Sep-2011 06:41
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A few months ago i was having reconnects between 12:00 -01:00 (1574 in one morning). I unplugged my 2 myski's from the phone line and that stopped the reconnects. I have since plugged them in again and havent had the problem again.

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Master Geek


  Reply # 521761 16-Sep-2011 08:00
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Had a very similar problem early this year.
It ended up being lightening damage to the cable down the street.
Kept ringing Orcon help desk and insisting.

Took lots of Chorus guys coming out to finally find the intermittent cable fault.
As ground cooled at night it started and then went away.

Chorus could not see the fault during the day with all the test gear.

The ability to see connects on the Orcon meteing page was the only way i kept sane :)
It needs to be put back ASAP to assist in these cases as it was down to us and the Chorus Tech to to prove and find the fault.

Understand your frustration.            

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Wannabe Geek


  Reply # 521776 16-Sep-2011 08:43
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Ramjet007: I used to be able to see disconnects on the usage page, but since the upgrade that appears to have gone.


The Disconnect stats are still available.. to see them:

From the drop down showing the different periods, select an old one (before the change was made)

Scroll to the bottom of the page and click the link that says: [b]Usage for this service in older usage viewing system[/b]

Voila!. you'll be looking at the current month, in the old viewer showing discon stats.


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Ultimate Geek
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  Reply # 522825 19-Sep-2011 06:20
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Thanks Gen. That worked.



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Geek


  Reply # 524797 22-Sep-2011 22:04
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Well a guy came out from chorus and checked the house then the exchange but missed his response call. Internet worked well for a day now its back to disconnecting.



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Geek


Reply # 534129 17-Oct-2011 00:48
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Well the disconnects are really getting to me now as I have to download this 180mb video driver and pause the download every time the internet cuts out or I have to start over again. The disconnects only seem to happen at night but thats the only time i have to be on the internet, so when the chorus guy comes in the day there doesnt seem to be a problem and nothing gets done. I took a look at the wire that runs out of the house and it just runs right into the ground without any protection im not sure thats right. The theory that the wires get cold and strech could be right. I have a feeling I'd be better off on dial-up. If the wires are bad do I have to pay the cost?


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  Reply # 534133 17-Oct-2011 01:28
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volaxis:If the wires are bad do I have to pay the cost?

If its within your property and you do not pay the "line maintenance" fee then yes.

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Orcon

  Reply # 534169 17-Oct-2011 09:23
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Hey - can you send another message through to Quentin or I with your details and we'll get someone on to it again. Sorry for the troubles!

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  Reply # 536466 22-Oct-2011 15:59
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codyc1515:
volaxis:If the wires are bad do I have to pay the cost?

If its within your property and you do not pay the "line maintenance" fee then yes.


He means if the wiring troubles are within your house. If its on Telecom's side of the external telecom box then its their problem.

Do you have a monitored alarm there at all (even if you dont use it)? Otherwise, having disconnected all phones and any devices like Sky etc, you should be reasonably confident that its not your house wiring. Do try the modem on another jackpoint closer to the outside line, just to be sure. Ask Orcon to put your connection on a higher noise margin while waiting for the fix.




Qualified in business, certified in fibre, stuck in copper, have to keep going  ^_^

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