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Troubleshooting articles

	Date
FAQ: Top Tips Top Tips for managing your Orcon account Categories: Billing and account - Managing your account online - Setting up - Setting up email - Troubleshooting - Product details - Orcon Genius - Email	21/3/12
FAQ: Don’t miss our important emails Add Orcon to your "Safe Senders" list Categories: Billing and account - Your invoice - Troubleshooting - Troubleshooting email - Product details - Email	24/1/12
FAQ: How To Do A Ping Test On Windows 7 and Vista How To Do A Ping Test On Windows 7 and Vista Categories: Troubleshooting - Troubleshooting Broadband	9/1/12
FAQ: How important is it to have a secure email password? In a nutshell, very. Categories: Setting up - Setting up email - Troubleshooting - Troubleshooting email - Product details - Email	24/11/11
FAQ: What is a port waiter? In a small percentage of cases, ISPs sign up new customers, or go to move an existing customer to a new address, only to find they can’t complete the order because of something called ‘port waiting’, or ‘port waiter’. Categories: Troubleshooting - Troubleshooting Broadband - Product details - Our network	8/11/11
FAQ: What does the Orcon helpdesk support? A list of applications, browsers and the like that the Orcon helpdesk supports. Categories: Setting up - Troubleshooting - Troubleshooting Genius - Troubleshooting Broadband - Troubleshooting Dial-Up - Troubleshooting email	12/9/11
FAQ: What’s my voicemail PIN? You will have selected a voicemail PIN during the sign-up process. But, if you have forgotten it, no worries, log into My Orcon, select ‘Voice Service Settings’ and it’s listed here. Categories: Setting up - Setting up Genius - Troubleshooting - Troubleshooting phone	6/9/11
FAQ: Support videos Support videos Categories: Troubleshooting - Troubleshooting Genius - Troubleshooting Broadband - Troubleshooting Dial-Up - Troubleshooting email - Troubleshooting mobile - Troubleshooting phone	23/8/11
FAQ: How to change your modem password How to change your modem password Categories: Troubleshooting - Troubleshooting Broadband	19/8/11
FAQ: How do I reset my Orcon Genius modem? If your internet or calling stops working the first thing to try is to reset your Orcon Genius. Follow these simple steps. Categories: Troubleshooting - Troubleshooting Genius	12/8/11
FAQ: I cannot receive email If your Email account has been set up correctly (you can view Email Setup here http://www.orcon.net.nz/support/gfaq_page/setting_up_email) then it is possible you have a Firewall blocking your Incoming mail. Categories: Troubleshooting - Troubleshooting email	29/7/11
FAQ: I’m receiving email but can’t send If you can receive but not send email, the two most likely sources of the problem are firewalls and antivirus software. Categories: Troubleshooting - Troubleshooting email	29/7/11
FAQ: Email causing disconnections If you are sending or receiving a large email (eg. over 2000KB) using a Dialup connection you may find that your connection drops out after a period of time. Categories: Troubleshooting - Troubleshooting email	29/7/11
FAQ: Spam settings Training the Orcon mail service to recognise spam Categories: Troubleshooting - Troubleshooting email	29/7/11
FAQ: How do I reset my modem password If you are unable to log into your Modem via the IP address you can reset the password back to the default. This is done via the Reset to Factory Defaults option. Categories: Troubleshooting - Troubleshooting Broadband	29/7/11
FAQ: Why does my broadband drop out or disconnect If you are experiencing Frequent Disconnections there may be a problem with your devices (modem, Filter, Cables) or a fault could be present on your line. Firstly you would need to do an Isolation test to determine whether or not it is any of your equipment. Once this is done and the problem is still there, give our Technical Support team a call on 0800 13 14 15 for further troubleshooting as we may have to report a Fault. Categories: Troubleshooting - Troubleshooting Broadband	29/7/11
FAQ: How do I connect my modem With your Orcon Modem you should also have an Installation manual included with it’s packaging detailing the setup. If you do not have the Installation Manual you can view it by clicking on the appropriate link below: http://www.orcon.net.nz/support/gfaq_page/downloadable_modem_installation_guides Categories: Troubleshooting - Troubleshooting Broadband	29/7/11
FAQ: How to do a trace route Go to http://www.youtube.com/watch?v=YiMCFQGS_AM Peak and off peak times and their impact on speed At certain times of day our network is busier, and speeds slow because of this. Think of it as rush hour on the internet. We do as much smart stuff as we can in the background to improve speeds, but unfortunately speeds slow at times, such as school holidays. Categories: Troubleshooting - Troubleshooting Broadband	29/7/11
FAQ: Isolation Test – what is it, why do it, and how to do it. The purpose of an isolation test is to give an indication whether or not the Fault is caused by equipment inside the house. Categories: Troubleshooting - Troubleshooting Broadband	29/7/11
FAQ: How do I set up my Orcon Mobile Datastick? PC and Mac user instructions for the Orcon Mobile Datastick Categories: Setting up - Mobile - Troubleshooting - Troubleshooting mobile	29/7/11
FAQ: Dealing with Nuisance Calls If you have received a call of a serious nature, such as a threatening, abusive, or obscene telephone call, you should contact your local Police Station for advice. Such calls could be considered a criminal offence. Categories: Troubleshooting - Troubleshooting phone	28/7/11
FAQ: Phone Troubleshooting To troubleshoot your phone, please perform an isolation test (link). If this does not resolve the issue then please lodge a fault as we will need to investigate further. Categories: Troubleshooting - Troubleshooting phone	28/7/11
FAQ: I cannot receive email If your Email account has been set up correctly (you can view Email Setup here [[LINK TO EMAIL SETUP INSTRUCTIONS]] then it is possible you have a Firewall blocking your Incoming mail. Categories: Troubleshooting - Troubleshooting email	28/7/11
FAQ: What is the sound quality like when making calls with Orcon Genius? We have tested it ourselves (most Orcon staff now use this in their homes!) and we think it’s just as good as a normal phone line. Some of us even think it’s a little bit better. Categories: Troubleshooting - Troubleshooting Genius - Product details	21/7/11
FAQ: I have a VoIP-capable modem already, can I use this on Genius? Sorry no, you’ll need an Orcon Genius or an Orcon Genius Lite for this service to work. Categories: Setting up - Setting up Genius - Troubleshooting - Troubleshooting Genius	21/7/11
FAQ: What is the range of the built-in Genius handset? 30m indoors, 300m outdoors Categories: Setting up - Setting up Genius - Troubleshooting - Troubleshooting Genius - Product details - Orcon Genius	21/7/11
FAQ: What happens to the Orcon Genius phone if there is a power outage, or my modem has a fault? Your phone will stop working as it relies on the modem in order to make and receive calls. If you need your phone to keep working in the event of a power outage, Orcon Genius is probably not the right product for you. Take a look at our Orcon@Home plans instead. Categories: Setting up - Setting up Genius - Troubleshooting - Troubleshooting Genius	20/7/11
FAQ: Why can’t I use my other phone jacks with Orcon Genius? Why can’t I use my other phone jacks with Orcon Genius? Categories: Setting up - Setting up Genius - Troubleshooting - Troubleshooting Genius	20/7/11

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Search the Knowledge base

Troubleshooting articles

FAQ: Top Tips

FAQ: Don’t miss our important emails

FAQ: How To Do A Ping Test On Windows 7 and Vista

FAQ: How important is it to have a secure email password?

FAQ: What is a port waiter?

FAQ: What does the Orcon helpdesk support?

FAQ: What’s my voicemail PIN?

FAQ: Support videos

FAQ: How to change your modem password

FAQ: How do I reset my Orcon Genius modem?

FAQ: I cannot receive email

FAQ: I’m receiving email but can’t send

FAQ: Email causing disconnections

FAQ: Spam settings

FAQ: How do I reset my modem password

FAQ: Why does my broadband drop out or disconnect

FAQ: How do I connect my modem

FAQ: How to do a trace route

FAQ: Isolation Test – what is it, why do it, and how to do it.

FAQ: How do I set up my Orcon Mobile Datastick?

FAQ: Dealing with Nuisance Calls

FAQ: Phone Troubleshooting

FAQ: I cannot receive email

FAQ: What is the sound quality like when making calls with Orcon Genius?

FAQ: I have a VoIP-capable modem already, can I use this on Genius?

FAQ: What is the range of the built-in Genius handset?

FAQ: What happens to the Orcon Genius phone if there is a power outage, or my modem has a fault?

FAQ: Why can’t I use my other phone jacks with Orcon Genius?