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13 posts

Geek


Topic # 111657 10-Nov-2012 12:38 Send private message

Seriously. Repeat these steps:
  1. Be an existing Orcon customer in Wellington.
  2. Be a house of 7, with artists active in the online community and medical students that require Internet to study.
  3. Let Orcon know at the very start of October that you will be moving house on the 2nd of November, so they have a whole month to schedule it to go on at the new address on that date.
  4. Call them several times during October and be assured time and time again that "you will be able to just plug it in, and go, it's that easy" on the 2nd of November.
  5. Move in to new place.
  6. Call them on the 2nd, wait 45 minutes on hold, be assured that the Internet will be connected by 2pm, but if not, then "7:30pm at the latest".
  7. Call them on the 5th, wait 30 minutes on hold, be told that Chorus messed up the job and everything is "connected" but was "not signed off".
  8. Call them on the 6th, wait 30 minutes on hold, be asked the same ridiculous questions like every other time (believe me, ALL I've been doing is resetting the router), be told that it will NOT BE CONNECTED UNTIL THE 9TH. A whole week now.
  9. Call them on the 9th at midday. Be assured of with confidence that we'll be plugged in in the next "hour or two", but if not, "7:30pm at the latest". Ask the person to reiterate that after telling them that I've heard this before several times. Be reassured.
  10. At this point, top up your mobile another $20 (to a total of $80) of mobile data exclusively due to Orcon not having this sorted or providing us with any realistic timelines or reasons.
  11. Call them on the 10th in the morning. Be told to expect a call from them in the afternoon explaining the situation.
  12. Have absolutely no desire to be messed around anymore, and have absolutely no reason to believe Orcon will follow-through with any commitment, including the call in the "afternoon".
  13. Post on geekzone forums with hopes to either:
    1. Be told what the problem is, what is being done about it and that someone is actually assigned to this case that can see it through to the end, because so far I do not believe this has happened. That my account will be activated asap and I will be credited for the money I have spent on mobile data during minimal browsing for a period of over a week.
    2. Be told that I'm rude and impatient and be recommended another ISP that I can call up right now and have my Internet up by Monday afternoon.
Thank you.

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BDFL
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  Reply # 715119 10-Nov-2012 12:56 Send private message

I don't think people will say you're impatient. Moving timelines and unkept promises are not funny...





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Ultimate Geek
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  Reply # 715129 10-Nov-2012 13:32 Send private message

Sounds like a very justified gripe to me. Breaking so many promises is just not good enough. No wonder the kiwihost survey had telcos and ISP's right at the bottom of the list.



13 posts

Geek


  Reply # 715133 10-Nov-2012 13:45 Send private message

Of course, it's not acceptable that things are being moved and promises are broken - but what has been really maddening about this experience is the huge rusty iron gate we have to pry open any time we need to find out anything pertaining to our case. No one has ever gotten in touch with us or let us know what is happening. We have to spend an average of an hour on the phone twice a day (my phone has Orcon at 6 hours this week, and I am not the only one of us calling them), to get told the same thing every time. "2pm for sure, if not then 7:30pm latest".

No one levels with us and explains what is happening, no one has offered anything for our trouble or even had the consideration to think about what would happen if their promise is not kept (get in touch with us and say "sorry, x has happened and we were unable to get you going, we are going to look into it again tomorrow"). As far as I am concerned, Orcon thinks everything is going according to plan. That is sure what they sound like when they are talking to us - and their memory is wiped fresh every next day we call them.

Extraordinary Broadband Service for sure.

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  Reply # 715151 10-Nov-2012 14:23 Send private message

This story goes to show, if internet is that important always install a line with a separate account weeks before you are due to move in and make sure its working. DON'T DO A TRANSFER!

I had a VDSL2 service installed in Lower Hutt 3 weeks before we were meant to move in and only got it going in the last 30 minutes before my flight back to Auckland.





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  Reply # 715182 10-Nov-2012 15:23 Send private message

Zeon: This story goes to show, if internet is that important always install a line with a separate account weeks before you are due to move in and make sure its working. DON'T DO A TRANSFER!

I had a VDSL2 service installed in Lower Hutt 3 weeks before we were meant to move in and only got it going in the last 30 minutes before my flight back to Auckland.


Not always possible as if there are people living there they may not allow it.

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  Reply # 715186 10-Nov-2012 15:33 Send private message

send them a bill for your time and costs, maybe that will make them take a bit of notice

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  Reply # 715197 10-Nov-2012 15:55 Send private message

linw: Sounds like a very justified gripe to me. Breaking so many promises is just not good enough. No wonder the kiwihost survey had telcos and ISP's right at the bottom of the list.


I wonder why that is though. Apparently Slingshot was rated the worst. I wonder if it is just because it is quite a technical service at a low price, and basically no other service is as technical as that to the end user.

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  Reply # 715277 10-Nov-2012 19:02 Send private message

When I moved house in 2010 Orcon would not do an external removal of service so I had to give 30 days notice of cancellation and then apply fo a new service connection and go thru all the crap of a credit check etc. I had been with them for 12 years at this point. When I moved to the new house no Internet but had ADLS. Took them nearly a week to sort it.

Hope you get this sorted..




Regards,

Old3eyes



13 posts

Geek


  Reply # 715294 10-Nov-2012 20:04 Send private message

No call of course. No one at this house believed they would call us like they said.

We called. Same thing. "Chorus has completed the work but didn't sign it off" (referring to yesterday). The exact same thing as a week before. Why was the work completed twice, and fracked up in the exact same way twice? Failing that, why is Orcon telling us this misleading and uninformative status?

They said "maybe monday". Wow.

Where can I go? Would it help to sign up with Snap ie. would they send their own techicians to fix this crap and get me going on Monday? Or am i in for a several day wait anyway?

Too many questions, and Orcon is the last source of any information. S O S

BDFL
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  Reply # 715364 11-Nov-2012 07:46 Send private message

If it's a Chorus problem then even changing ISP wouldn't help much.

When calling the help desk ask to talk to a supervisor. Ask for a ticket number. If things are not resolved lodge a formal complaint. The formal complaint is the initial step (the clock starts ticking) if you want to lodge a dispute later.

Take note of how long the service has been down, in case you're charged for services not provided.






13 posts

Geek


  Reply # 715436 11-Nov-2012 12:32 Send private message

I called in and asked for a supervisor, but they are short-staffed today (understandably). The guy I spoke to understood my frustration, and inspected our account history in detail (there is a lot of activity to get through to understand how unacceptable this has been).

He confirmed that they contracted Chorus to do their work on the 2nd. (The person I spoke to yesterday that said the work was carried out on the 9th but not signed off refused to believe me when I said I have heard this before about the 2nd). Chorus reported back to Orcon "service given" (apparently keyword for "work has started"), but did not "close it off" (which starts a series of events that relates to us getting a happy text message and our ADSL sync finally getting some use).

We called on the 3rd, and they have a record of them getting in touch with Chorus about this. Chorus did not get back to Orcon until the 5th with any information. When they did, they named the 9th as the date the work will be carried out.

On the 9th, Chorus reported back to Orcon with "service given" once again, and once again they did not "sign it off".

On the 10th (yesterday), we got in touch with Orcon and they have lodged another request with Chorus.

The person I spoke to (unfortunately I forgot his name) took his time to explain all this in as much detail as he could, and this alone made the situation just a little bit more tolerable. He said I should call Orcon tomorrow at 8am (just as the lines open, and before a lot of stuff goes down), and speak to a supervisor that can read the note this guy will leave for them (thank **** for some continuity in our troubleshooting now, although whether the supervisor will actually know what the hell I'm talking about tomorrow is yet to be witnessed). Apparently this may help, as the supervisor can escalate the issue for the day as far as Chorus is concerned. I don't really believe the word "escalate" anymore, though. If our ticket was escalated any more (according to every person we've talked to, and that is close to 15-18 people now), the floating corpse of Jesus would have sorted this mess out for us by now.

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  Reply # 715529 11-Nov-2012 20:28 Send private message

might want to double check, as "service given" is normally how chorus close off the job. are you on orcons own gear? could be a fault with their own gear.

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  Reply # 715703 12-Nov-2012 11:16 Send private message

Hi there,

Please accept my sincere apologies for any and all inconvenience caused and the excessive wait times on the phone.

If you are still experiencing issues please feel free to send me a PM with your account details and I'll check into this for you.

Apologies again.

Cheers,

Cam



13 posts

Geek


  Reply # 715721 12-Nov-2012 11:22 Send private message

Spoke to the same guy again this morning. He's a champion, and his name is Alex. Hands down the most helpful person in our interaction with Orcon.

We got a text saying we're connected, got a twitter saying we're connected. Just got another call, and apparently although we are synced on our end, they do not see anything on their system, but a technician has been or will be sent out to look into it.

Looks like we're still playing the today/tomorrow/next week game.

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  Reply # 715736 12-Nov-2012 11:42 Send private message

Ah, that was me who DM'd you on Twitter.

I can see that the team are pushing this one with Chorus to get a new technician out ASAP. We should be seeing a resolution soon.

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