Bad customer service with fibre

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Chrisbexsta

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Topic # 111546 7-Nov-2012 08:44
I rung orcon 2 weeks ago to enquire about getting fibre installed at my property. Orcon said it was not available yet even though I had the flier in the letterbox to say contact a provider to be setup. Orcon said they would look into this and contact me back which has not happened. Since then fibre connections are getting installed around me and not a single phone call from orcon. I have been offered a free connection with the same pricing and deal as orcon through another provider door knocking. So do I ditch orcon because they have dropped the ball which is what I am considering as I wanted to have five installed by the 13th November as I am going to Auckland and want to access my computer remotely.

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BDFL
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Reply # 713336 7-Nov-2012 08:45
I think you have the answer. Mauricio Freitas (Geekzone Admin, Devil's Advocate, my blog, technology disclosure, my tweets, Web Performance Optimization) Geekzone Price comparison \| Amazon Kindle order page \| How to get the best out of Geekzone \| New Zealand IT Jobs \| Geekzone News \| Jinglebugs

johnr

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Reply # 713338 7-Nov-2012 08:46
Chrisbexsta:I am going to Auckland and want to access my computer remotely. You don't need to fibre to do this! Systems Engineer Vodafone NZ http://forum.vodafone.co.nz

quentinreade

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Reply # 713355 7-Nov-2012 09:02
Hi there, fire me an email and one of the fibre team will follow up today. quentin.reade@team.orcon.net.nz Cheers! Quentin Reade HEAD OF BRAND AND COMMS ORCON

Chrisbexsta

38 posts

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Reply # 713359 7-Nov-2012 09:05
When I need a fast upload speed and am looking at retrieving files off my iMac at home I do

Nebbie

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Reply # 713408 7-Nov-2012 10:53
Chrisbexsta: I rung orcon 2 weeks ago to enquire about getting fibre installed at my property. Orcon said it was not available yet even though I had the flier in the letterbox to say contact a provider to be setup. Orcon said they would look into this and contact me back which has not happened. Since then fibre connections are getting installed around me and not a single phone call from orcon. I have been offered a free connection with the same pricing and deal as orcon through another provider door knocking. So do I ditch orcon because they have dropped the ball which is what I am considering as I wanted to have five installed by the 13th November as I am going to Auckland and want to access my computer remotely. Its very possible that Orcon do not have a UFB handover for your area and thus fiber is not available in your area from Orcon's prospective. --------------------------------------------------------------- Nebukadnessar ISP: Slingshot (250gb Rollover) - Better Network Speed: 13/1.7 xDSL AnnexM - Cisco 877

Sounddude

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Reply # 713528 7-Nov-2012 13:58
Nebbie: Its very possible that Orcon do not have a UFB handover for your area and thus fiber is not available in your area from Orcon's prospective. possibly What area ? i will check on the handover avaliablity.

Chrisbexsta

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Reply # 713562 7-Nov-2012 15:34
Just got contacted by orcon they are basicly in the process of testing in our area and say they will be up and running within a week. And also they woul contact me again to arrange install time etc just seems weird that other providers are on it setting houses up even the little Internet providers are all jumping on it in palmy nth

Behodar

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Reply # 713584 7-Nov-2012 15:56
Just out of interest, does the Orcon site say "fibre will be available" or "should be available shortly"? I'm getting "Fibre should be available shortly - Fibre has been laid in your area, but we can't connect you until we undertake some technical work". On the other hand there hasn't been anything in the letterbox but I do have a "no circulars" on it so that doesn't prove anything :) Edit: Hmm, my address has actually reverted to "Fibre will be available - But the date for your address hasn’t been confirmed yet". Odd. I'll give it a couple of weeks and see what happens but I'm certainly looking forward to finally getting it connected!

pjshark

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Reply # 714102 8-Nov-2012 12:23
I did a Fibre check today and got the same message I have been getting for the last two months. "IT LOOKS LIKE FIBRE WILL BE AVAILABLE IN AUGUST, 2012" I know the guys did all the laying of cables in August but still no action from Orcon, and yes I have registered my interest (more than once). So I guess no call means no upgrade, though by the sounds of it a lot of people that are getting Fibre are getting a down grade

Zeon

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Reply # 714105 8-Nov-2012 12:29
To be honest OP, its better they spedn the time testing it before offering a service that might have all kinds of problems.

nakedmolerat

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Reply # 714122 8-Nov-2012 13:11
Chrisbexsta: Just got contacted by orcon they are basicly in the process of testing in our area and say they will be up and running within a week. if you really want by 13th nov, i guess you should go with other ISP?

Chrisbexsta

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Reply # 725038 30-Nov-2012 09:56
Bad service again. I Have been waiting for ages to get fibre installed at my property where we have had chorus running around setting up connections all in my area. I rung orcon again yesterday and asked to be put through to mark from the fibre team as he is the guy i have been dealing with. I was then transferred then hung up on but to orcons respect they did call me back straight away when i was hung up on saying that mark would call me back. Im not very happy considering i have registered ages ago and i am going to be missing out on the free broadband on fibre offer as it is basically december now. Just this morning i had a telecom representative knock on my door asking if i would be interested on joining on UFB with them offering a pretty competitive promo which they did start saying that they would cover the cost of the fibre install which i did correct them and say that the cost is covered by the UFB provider not them which they then quickly responded by saying they would give me a 50% discount on my service for the first 12 months on a 12 month term. I am very tempted by this as Orcon cant seem to get there customer service sorted I am slightly reluctant to change my ISP as I am happy with the orcon genius product but if orcon don't come back to me today offering something more i will be calling the telecom rep back.

freitasm

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Reply # 725046 30-Nov-2012 10:10
Telecom has not announced their plans yet. Would you want a 50% discount of an unknown price to sign up of a promise of a door-to-door sales person? That sounds foolish to do... Mauricio Freitas (Geekzone Admin, Devil's Advocate, my blog, technology disclosure, my tweets, Web Performance Optimization) Geekzone Price comparison \| Amazon Kindle order page \| How to get the best out of Geekzone \| New Zealand IT Jobs \| Geekzone News \| Jinglebugs

Chrisbexsta

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Reply # 725050 30-Nov-2012 10:16
freitasm: Telecom has not announced their plans yet. Would you want a 50% discount of an unknown price to sign up of a promise of a door-to-door sales person? That sounds foolish to do... I know but hey if orcon cant get there stuff sorted they are going to lose customers and I guarantee i am not the only person who is having fun with them

sbiddle

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Reply # 725085 30-Nov-2012 11:53
Telecom don't yet have a UFB offering. You will also have to sign a term contract no matter that UFB provider you go with. *Need help configuring your Linksys ATA or IP Phones for New Zealand? Check my blog post

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