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121 posts

Master Geek
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Topic # 95310 30-Dec-2011 11:44
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Good morning all,

I have been having some issues with Orcon since we have moved into this house - about July 2011

Background - I have been a very happy Orcon customer for approx 2 years prior to July. In May 2011, our landlord advised us he wanted to renovate then sell the house we were in. So we found this new place. This place has been vacated by the new landlord 3 months before we moved in so he could do some minor renovations. He has since moved in with his partner in another area close by. Prior to moving he had no issues using a Telecom connection. He also ran a web-server from this house. During the 3 months the house was empty; Orcon updated the local exchange

So..... we moved in and initially had nothing - no phone or Internet. That was my fault for leaving the changeover too late. Orcon was very quick with this so we were only without for a few days. Orcon then advised we had a connection - I let them know we still had nothing. Fault was found to be the small black box next to our letterbox - someone had clipped it with a car wheel. That was fixed promptly and we had Internet and "some" phone. By this, I mean that we can receive all phone calls, but only occasionally we can call out - even to 111. Once in a while, a phone call gets cut off mid conversation. And this is how it has been since...

We have called Orcon and raised this issue approx 5+ times. We have emailed them another 2 or 3 times. Most times we get someone telling us that "oh our records show that you have been able to make calls out; so this matter is resolved". I have even sent times in where we haven't been able to call out... and had much the same reply. Emails are met with a 2 week delay, phone conversations sometimes get a call-out response, other times the "our records show that you have been able to call out..."

Orcon has sent out a tech on 2 occasions, one tested our home phone line and found no fault. The other tested all the way back to the exchange and found no fault. He also disconnected an unmonitored house alarm from the line as he said that was sucking some signal away.

We have replaced and tested the following:
Replaced filters. Bought a new cordless phone in case the old one was faulty. Replaced the Linksys WAG200G modem/Router with a Netcomm NB6plus4Wn modem/router. Used corded phone (old style). Done all the home tests that Orcon asked (try phone with filter in, without filter; check that on all phone jacks etc etc) Nothing has helped.
We only have one cordless phone and one modem/router connected. There are 3 phone jacks in the house. All are 2-way wiring

The Internet seems to be fine; although is disconnects more frequently than at our old place (also in same town - on another exchange I think).

Our last phone call; we advised Orcon that we have had enough; please fix this or we are moving to another provider. The guy at the other end still tried to do the "our records show that you have been able to make ... "

Please help

As said previous; I really like Orcon, but this has gone on long enough.

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94 posts

Master Geek


  Reply # 563281 31-Dec-2011 16:30
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Gidday

I am sure that an Orcon staffer will see this and offer some help soon, probably after the New Year.

In the meantime the following URL has been thrown out there a few times lately. It may have relevance, if not it's something to read while you wait :)

http://www.geekzone.co.nz/sbiddle/Telecommunications



121 posts

Master Geek
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  Reply # 564187 4-Jan-2012 06:51
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Splatty: Gidday

I am sure that an Orcon staffer will see this and offer some help soon, probably after the New Year.

In the meantime the following URL has been thrown out there a few times lately. It may have relevance, if not it's something to read while you wait :)

http://www.geekzone.co.nz/sbiddle/Telecommunications
I had a look at this link. Quite informative thank you.
However, the cross talk mentioned appears to only affect the internet, not the phone.
It also suggests that the problem is in the actual exchange... this is something I have been sure of for quite some time; but until Orcon comes to the party and does something about it - there not much I can do for now.

Anyway; I have a firm date in my head that if nothing is at least in the works; we will be moving away from Orcon completely - phone/internet/cellphones

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  Reply # 564189 4-Jan-2012 07:12
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You really need to provide a lot more technical info if you want any advice on what could be wrong - such as your location, whether you'lre on a ULL or wholesale connection, whether you're fed from a cabinet or exchange, and what your DSL stats (from your modem) are.




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Master Geek
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  Reply # 564190 4-Jan-2012 07:38
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sbiddle: You really need to provide a lot more technical info if you want any advice on what could be wrong - such as your location, whether you'lre on a ULL or wholesale connection, whether you're fed from a cabinet or exchange, and what your DSL stats (from your modem) are.

Location Waitara
I think we are covered by the VDSL exchange cabinet - there is a cabinet about 150metres up the road. How can I know for sure?
DSL line stats (as taken from the main phone jack where it enters the house) http://pastebin.com/u5Qr6Xy4
I also got the stats from another jack point in the house to see if the line was playing up in the house - the modem is connected to an auxiliary jackpoint. Figures were fairly much the same

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  Reply # 564191 4-Jan-2012 07:49
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Your DSL stats indicate a near perfect line and you should have great DSL performance. The fact you're experiencing dropouts indicates a wiring issue. Your issues aren't going to change no matter what ISP you use, as you're on a wholesale connection now (probably from the cabinet unless the exchange is very close) and any other ISP you use will be using the exact same wiring.

Something problematic like this may not have a quick fix, but changing ISP isn't going to fix the problem when the issue is clearly a wiring one, whether it or outside your house. Another ISP however may be willing to put greater pressure on Chorus to investigate the issue.

 


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Ultimate Geek
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  Reply # 564193 4-Jan-2012 07:59
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Hi there,

I'm sorry to hear of these issues that you've been having. Can you please send me a PM with your username or account number and any relevant fault references that you've been given.

I'll take a look and see if we can progress it any further but we may need to have a new fault lodged.

Cheers,

Cam



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Master Geek
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  Reply # 564411 4-Jan-2012 17:35
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bameron: Hi there,

I'm sorry to hear of these issues that you've been having. Can you please send me a PM with your username or account number and any relevant fault references that you've been given.

I'll take a look and see if we can progress it any further but we may need to have a new fault lodged.

Cheers,

Cam
PM sent. Thank you :)



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Master Geek
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  Reply # 565458 6-Jan-2012 18:06
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Update to this:
We had another technician come round today; thanks to some fast tracking of bameron.
The technician discovered that we have a faulty filter on the phone line (now replaced and retested)

He noted another issue on Orcon's side of the exchange which has been noted and the appropriate action requested. Hopefully soon there will be light at the end of the tunnel =)



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Master Geek
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  Reply # 567511 11-Jan-2012 18:34
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We "think" phone issue is fixed... will keep you posted

Thank you bameron for all you have done with this :D

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  Reply # 567517 11-Jan-2012 18:45
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UrbanMyth: We "think" phone issue is fixed... will keep you posted

Thank you bameron for all you have done with this :D


What do they "think" it was??




Regards,

Old3eyes




121 posts

Master Geek
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  Reply # 567529 11-Jan-2012 19:10
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Basically, that something screwed up with the voice line when this line was first activated.
The line has been reset and so far so good :)



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Master Geek
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  Reply # 574322 28-Jan-2012 09:38
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Just as an update to this:

Orcon reset our line; and the phone seemed to be sweet. No real issues at all. However; the internet kept disconnecting. Then after about a week; another tech had another go with the exchange; and we lost all net. So we called Orcon again.

Four days later (approx) another tech came to the house and retested it. This one said that one of the secondary jackpoints had a line fault; and 2 of our filters were faulty. He nicely replaced one (the other was on the faulty jack) and then completely retested everything at the house (except my new router). He completely retested the line back to the exchange and said everything was ok. His work order did not allow him to test back to the ISP. Still no net. (Note - he offered to disconnect the faulty line but we declined - will get landlord to deal with it)

A day later for some reason we got net back.. but partially lost the phone. We assumed the ISP had reset again. Back to square one...

Ok, guess we are going to live with this was our thoughts.

One day later we lost the net again. DSL connection; but no PPP connection. So we called Orcon again. Reset the router to factory for them etc etc. Still no PPP connection.

A day or 2 later of no net; we lost it at Orcon and called TelstraClear. All in all (including the 3 days we were without internet when Telstra took over; we had approx one day of working internet in the last 2 weeks.

We are now with TelstraClear. Got net back although cordless is still playing up. We are going to test that this week at a friends house. The old cordless has since died - this one was less susceptible to the issues than the new cordless phone.

Seriously Orcon. I enjoyed the 4 years previous... awesome service when we needed help. But the last 6 months has been a hell of crappy Tier 1 support.

And unfortunately; I know I'm not the only one feeling like this about them ...

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Ultimate Geek
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  Reply # 574826 30-Jan-2012 09:10
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UrbanMyth: Just as an update to this:

Orcon reset our line; and the phone seemed to be sweet. No real issues at all. However; the internet kept disconnecting. Then after about a week; another tech had another go with the exchange; and we lost all net. So we called Orcon again.

Four days later (approx) another tech came to the house and retested it. This one said that one of the secondary jackpoints had a line fault; and 2 of our filters were faulty. He nicely replaced one (the other was on the faulty jack) and then completely retested everything at the house (except my new router). He completely retested the line back to the exchange and said everything was ok. His work order did not allow him to test back to the ISP. Still no net. (Note - he offered to disconnect the faulty line but we declined - will get landlord to deal with it)

A day later for some reason we got net back.. but partially lost the phone. We assumed the ISP had reset again. Back to square one...

Ok, guess we are going to live with this was our thoughts.

One day later we lost the net again. DSL connection; but no PPP connection. So we called Orcon again. Reset the router to factory for them etc etc. Still no PPP connection.

A day or 2 later of no net; we lost it at Orcon and called TelstraClear. All in all (including the 3 days we were without internet when Telstra took over; we had approx one day of working internet in the last 2 weeks.

We are now with TelstraClear. Got net back although cordless is still playing up. We are going to test that this week at a friends house. The old cordless has since died - this one was less susceptible to the issues than the new cordless phone.

Seriously Orcon. I enjoyed the 4 years previous... awesome service when we needed help. But the last 6 months has been a hell of crappy Tier 1 support.

And unfortunately; I know I'm not the only one feeling like this about them ...


Hi there - really sorry that we couldn't nail this for you! I had a look at the most recent fault and I can see some repairs were made, but the issue still persisted. I'm certain we would have been able to put this right for you, so do let us know if you feel like coming back on board in the future!
Cheers,

Cam

xpd

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  Reply # 574830 30-Jan-2012 09:19
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Going by your posts, I assume youre using jackpoint filters ? Id get rid of these and get the tech to install a central filter, this then eliminates dodgy filters in your jackpoints.
Surprised the techs havent done this already......




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