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31 posts

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Topic # 138633 11-Jan-2014 12:33 Send private message

Arrg... Orcon get your support team sorted!

For a long time we've been having nuisance calls..randomly, but generally in the evening.  Seems like some old guy.. we got the phone number from CallerID.  He would continually call at odd times and just say "what do ya know?".  Eventually I started to tell him to stop calling and even started just picking up the phone and hanging straight up.  After a while it became an "anonymous" number but with the same guy.  
We logged the calls, and then it stopped for a while so we trashed the logs, and then it started back up.

Phone number came through on callerID.  It became just silence when I answered and then he would just hang up.  I can hear TV, etc in the background. he even told me to get over it once when I demanded to know why he keeps calling.
Then it became anonymous calls again.
Frustrated we logged a few over new year.
The first had a callerID. Then rest was anonymous.
I talked to Orcon Support and explained the situation...including the number and the anonymous/caller ID bits - in this case it was 4 calls, 1 with CallerID, the rest blocked.

Got told to log it via the website...So I did. 

Get a txt today from Orcon that they can only find 1 instance and to call Support with more examples.
So I called Orcon International Support - and the CSR tells me there is no notes and asked the issue. I explained and he told me to log it via the website!  I said I had and I got a txt to call Orcon, and he said yes but I need to log it via the website again.

Eventually after me frustratingly telling him I've done that and someone obviously knows something at Orcon, since I got a txt, he started to say I only provided one number and it's not enough!  Well of course, they are anonymous and we have assumed it's the same number. But he was not interested in hearing more background on the issue, or putting me through to the team that deals with nuisance calls.

And to cut a long story short and if I understand this CSR, if I want to block this number I need to get the anonymous number, and to get that I need to call the police, get them to give me the number, and then submit it via the website. Even though I provided times of the calls and the CSR said he had the info in front of him.   I hung up in frustration.


Orcon - what is going on?  I provided the times, your form didn't have multiple boxes or a txt area to give more info, and Support are telling me I didn't give enough info and I have to do it again via the website, or call the police to get them to give me the number to give to Orcon.


Is anyone here from Orcon and can anyone here actually help?   I've dealt with Orcon support quite a bit lately,  I've never experienced no many roadblocks and inconsistencies with any help desk in my life, like I have with Orcon.

:(  
(Wife is telling me to go to Telecom. She hates Genius and this is giving her ammo LOL)





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BDFL
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  Reply # 965087 11-Jan-2014 12:56 Send private message

Nuisance calls must be handled by your telco, unless the calls are threatening in any way in which case you should contact the police.

Orcon Nuisance Calls

Orcon Call Investigation Form






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  Reply # 965088 11-Jan-2014 13:04 Send private message

freitasm: Nuisance calls must be handled by your telco, unless the calls are threatening in any way in which case you should contact the police.

Orcon Nuisance Calls

Orcon Call Investigation Form


Yeah not threatening. Just mostly non-verbal. Orcon is my Telco currently.

 Already did the form as instructed by Orcon originally.  Phoned Orcon Support as instructed by their TXT. The help desk just really frustrating and telling me to do the form.

Circular Orcon Loop :)  The flow chart didn't account for Orcon txting me haha.

Just talked to Telecom and they have quoted me connecting to them and upgrading to VDSL for me to think about. (Interestingly Orcon were going to call me back last week about VDSL - never heard anything)  

My thinking is, the nuisance calls won't stop, but at least Telecom will give me some consistent information on how to resolve it.

It shouldn't be this hard :(



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  Reply # 965090 11-Jan-2014 13:11 Send private message

See if someone from Orcon replies here.

If you don't want to go through moving telco providers just yet, you can wait for a resolution through here and if nothing comes then you can always lodge a formal complaint, which they have to answer to and the followup with a TCF Complaint/Dispute Resolution.

The TCF process requires some steps from you (customer) as well. Read on to find out how to do it because it's not something that is done overnight.






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  Reply # 965093 11-Jan-2014 13:22 Send private message

freitasm: See if someone from Orcon replies here.

If you don't want to go through moving telco providers just yet, you can wait for a resolution through here and if nothing comes then you can always lodge a formal complaint, which they have to answer to and the followup with a TCF Complaint/Dispute Resolution.

The TCF process requires some steps from you (customer) as well. Read on to find out how to do it because it's not something that is done overnight.


Thanks for the info - I'll keep it in mind.  I guess I've burnt so much energy lately with Orcon Support over different issues I'm more inclined to change telco's - path of least stress haha.

I'm going to let myself calm down over next couple of days before deciding what the next move will be. No rash decisions.   :)


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  Reply # 965160 11-Jan-2014 16:30 Send private message

Pm me your account number, it shouldnt be this hard to sort out.




Regards FireEngine



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Reply # 965308 12-Jan-2014 08:48 Send private message

FireEngine: Pm me your account number, it shouldnt be this hard to sort out.


Thanks FireEngine for looking into it and clearing up what needs to be done next.    Really appreciated. :)

Easier and quicker to come here for help than to call the 0800 number haha :)


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  Reply # 965362 12-Jan-2014 10:59 Send private message

does the genius device have a blacklist option?

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  Reply # 965363 12-Jan-2014 11:02 Send private message

as the calling number would be in the sip invite,

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  Reply # 965437 12-Jan-2014 13:23 Send private message

Thanks FireEngine!




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  Reply # 965476 12-Jan-2014 14:00 One person supports this post Send private message

kornflake: does the genius device have a blacklist option?


Not that I am aware of....




Regards FireEngine

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  Reply # 965479 12-Jan-2014 14:01 Send private message

freitasm: Thanks FireEngine!


No problem:-)




Regards FireEngine

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  Reply # 965980 13-Jan-2014 10:54 Send private message

DarrenJ:
I guess I've burnt so much energy lately with Orcon Support over different issues I'm more inclined to change telco's - path of least stress haha.
I'm going to let myself calm down over next couple of days before deciding what the next move will be. No rash decisions.   :)


Personally If I have to pick-up the phone and call a callcenter I feel drained afterwords.

As to the Topic.... nuisance calls not uncommon for ISP's 90% of these are fax's or misconfiguration of a Monitored Alarm etc... It just seems like you hit one of those Muppet CSR's that  may need training.

However the down side stopping International nuisance calls, often the caller ID has been spoofed and tracking the origination is hard for either provider or the Calling provider of Orcon.

And of course if the matter is threatening especially if your welfare is in danger, then that is a matter for the police....




---------------------------------------------------------------
Nebukadnessar
ISP: Slingshot (250gb Rollover) - Better Network
Speed: 37/3 VDSL MSAN (tester)


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  Reply # 966491 13-Jan-2014 21:57 Send private message

In my experience I get frustrated with ISPs in regards to nuisance calls. Can someone explain why they need three instances to block a number? I understand it if it involves tracing an unknown number but surely if you have the number from your caller ID why can't they just block it easily. It's your phone and if a customer wants it blocked what does the ISP stand to loose by fulfilling that request? Vodafone do it with blacklisting (great service imo), all ISPs should be made to have it.

As for "call the police to get them to give me the number to give to Orcon." Did the CSA they think police have access to Orcon's and every ISPs databases to find numbers? lol.

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  Reply # 966497 13-Jan-2014 22:08 Send private message

What is presented on CLI does not actually reflect the A party number in these cases






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  Reply # 966503 13-Jan-2014 22:23 Send private message

Nebbie:
DarrenJ:
I guess I've burnt so much energy lately with Orcon Support over different issues I'm more inclined to change telco's - path of least stress haha.
I'm going to let myself calm down over next couple of days before deciding what the next move will be. No rash decisions.   :)


Personally If I have to pick-up the phone and call a callcenter I feel drained afterwords.

As to the Topic.... nuisance calls not uncommon for ISP's 90% of these are fax's or misconfiguration of a Monitored Alarm etc... It just seems like you hit one of those Muppet CSR's that  may need training.

However the down side stopping International nuisance calls, often the caller ID has been spoofed and tracking the origination is hard for either provider or the Calling provider of Orcon.

And of course if the matter is threatening especially if your welfare is in danger, then that is a matter for the police....


Usually it's the same older guy on he other end. Sometimes he speaks, one time he told me to get over it when I demanded to know why he keeps ringing, other times he's silent and you can hear tv etc. Usually late evening calls. Occasionally other times he calls. In this case of me logging a few calls, I waited until I had 3 or 4, but orcon say it was different numbers each time. Added with that the ones I logged were not the 'usual' time slots, it appears I logged some actual accidentals. Haha. I got trigger happy. All were anonymous interestingly, so maybe the Genius wasn't displaying callerID or something correctly.

I do think he keeps misdialing our number, as there is nothing malicious really happened. A simple block solves the problem


I usually find most of the CSR's there muppets. Always sticking me on hold so they can ask someone what to do next.

Interestingly - who gets the survey at the end of the call? I don't appear to normally. Maybe they only send them to 'happy' customers.... :)

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