Orcon international performance

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Orcon international performance

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215 posts

Master Geek
+1 received by user: 17

#144818 8-Jul-2008 17:49

ouch >.>

XDee

9 posts

Wannabe Geek

#144828 8-Jul-2008 17:59

duncanblair:
For those users continuing to experince difficulties - please log a fault ticket so that we are able to look into your particular case, as this is definitely not a network wide issue.

Sorry Duncan, but in my experience (almost 4 years uninterrupted Orcon ADSL subscriber), Orcon's broadband customer service is like a black hole, what you send in is never to be heard from again. I am too frustrated to go through all that pain again, rather take my chances with another ISP.
Last time I was told that Orcon can monitor it's network and the technicians can see the problems long before any customer would call in to complain about international bandwidth issues.
If I get max line speed data rate with national sites and 10x-20x slower speed with *any* international site, I would think it's fairly easy for Orcon to figure out where the problem is without having me waiting for hours on the phone and then weeks for a resolution - without any compensation and even an apology.

Have a nice day.

pyronical

150 posts

Master Geek
+1 received by user: 1

#144835 8-Jul-2008 18:12

I'm pretty happy, thought I'd better post, since usually only unsatisfied people post. This is at peak time, it's about 1.5X that during off peak.

brookz

215 posts

Master Geek
+1 received by user: 17

#144841 8-Jul-2008 18:22

still very happy :D almost exactly the same speeds to sydney as it is to auckland

trakman

162 posts

Master Geek

#144843 8-Jul-2008 18:25

where do you live/what exchange brookz?
-can you post a speedtest to NYC for me

trakman

162 posts

Master Geek

#144848 8-Jul-2008 18:33

duncanblair:

Yes, the bandwidth upgrade did go smoothly - we have had almost unanimously positive feedback from users since, and all our diagnostic equipment internally is reporting significant improvements.

As mentioned prevously we have revised our upgrade schedule, and will be adding additional bandwidth much more regularly.

For those users continuing to experince difficulties - please log a fault ticket so that we are able to look into your particular case, as this is definitely not a network wide issue.

Well I'm going to have to log a ticket, I can't even get ADSL1 speeds internationally...I get about 5 or 6 times slower.
I just got my credit card bill. $178 for Internets. Something must be wrong with the billing system, I never did over 50GB last month!
It sucks, I can't easily go back to Xnet, as I'll have to re-join with Telecom to get my line back and they'll probably be re-connection fees.

LA's not too bad...hardly ADSL2 speeds though:

London:

Japan:

Canada:

National is blazing, I sync at 18MBit:
Download Speed: 14351 kbps (1793.9 KB/sec transfer rate)
Upload Speed: 870 kbps (108.8 KB/sec transfer rate)

surely the CBD can't be over-subscribed??
what's your contention ratio Orcon?

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networkn

Networkn
33048 posts

Uber Geek
+1 received by user: 15628

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#144967 8-Jul-2008 20:11

Duncan, actually I agree with XDee on the points he has made. They are valid, I have also had the same experience with him, back before when I used to deal with Beren, who was put on my case to deal with the problem only after I started ringing Orcon upper mangement at home on thier cellphones.

I am sorry to say, that it simply cannot be accurate that almost everyone on this board that was having problems before is worse now than they were, and yet you have had not a single instance of complaints about speed through the helpdesk who would deal with hundreds of calls every day. Statistically its impossible, unless your speed complaints haven't reached you yet, because they are esculated so slowly which is my experience with Orcon (and to be fair Xtra).

Seeing as Orcon were able to see my speedtests a year ago, before I even submitted them, the monitoring is possible.

Can I suggest something. Instead of making all people here who are having slow connections go through the normal procedures to get esculation over these slow connections, you appoint one of your senior experienced staff, to deal with the complaints raised here. I for one will provide a reasonable level of information (No I won't take speed readings from 12 times a day for a week, in 3 locations, and for each of those a matching tracert) so long as we get a response no later than once every 36 hours until the problems are resolved.
I think 3 speed readings, and 3 tracerts from the affected people will show you a pattern.

Whilst this involves resources from Orcon, its a comittement to your CEO's vision of unparalleded customer service, and something I feel is deserved, after waiting so long, to only find a situation WORSE than before the bandwidth upgrade.

Hopefully this is a request that can be granted.

brookz

215 posts

Master Geek
+1 received by user: 17

#145055 8-Jul-2008 21:45

trakman: where do you live/what exchange brookz?
-can you post a speedtest to NYC for me

Buckland Beach, Howick Exchange.

networkn

Networkn
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#145109 8-Jul-2008 22:34

Blockhouse Bay Exchange, 10:30pm, 1056kbit download , 400kbit up.

nixgear

18 posts

Geek

#145147 8-Jul-2008 23:12

From the Mt Albert Exchange.

Its an improvement from friday, but shocking compared to a month ago.

wonderferret

141 posts

Master Geek
+1 received by user: 17

Lifetime subscriber

#145155 8-Jul-2008 23:20

From personal experience calling Orcon and logging a fault has helped at lot.
I had lousy speeds on Friday and early Saturday after the upgrade and called Orcon on Saturday afternoon.
The CSR went to reset my port after going thru the reset modem to factory defaults etc etc etc , couldn't because someone had locked the port as they were sevicing equipment in the Auckland Central Exchange. Approx 2hours laters my speeds went to something I consider to be broadband.

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app

13 posts

Geek

#145160 8-Jul-2008 23:32

A "huge" improvement than before from Sydney.

I'm on ZeroShock 20G Plan, Mt Roskill exchanges.

BigGuy

227 posts

Master Geek
+1 received by user: 26

#145216 9-Jul-2008 08:06

XDee and networkn both have hit the nail on the head there. I felt like it was me who had to do all the ringing back instead of Orcon when I was with them just over a week ago. I did start to receive a few calls in the end.

I dont think that networkn's suggestion needs to be granted at all, it should be mandatory and a matter of standard proceedure in case's like this.

Understand that people are still frustrated Duncan, and Orcon will continue to lose customers if they dont stand up and start acting like an ISP.