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10 posts

Wannabe Geek
+1 received by user: 1


Topic # 138957 23-Jan-2014 07:11 Send private message

Hi,

I'm trying not to be emotional about this (difficult because the lack of service is driving me up the wall!!!).

My problems started when I decided to upgrade to VDSL.  All good, new router arrived by courier the next day and I was impressed - great start.  It turns out Chorus could not provision the service due to "network issue" as told to me by the offshore help desk.  Then they tried to tell me I had cancelled the installation and wanted to charge me for the router (returned by courier!).

After several hopeless experiences with the offshore help desk I called what I presume is the NZ help desk (Option 2 for new customers) and I did actually talk to one lady who was helpful and did what she said.  We agreed to move me from the 30GB plan to the 80GB plan with the same terms & conditions.  This worked, thank you Grace!

Then I decided I wanted to move to Unlimited usage.  Despite several calls and emails on the "contact Us" link (which go unacknowledged or answered!!!) this has not been actioned.  Should be active from today being the 23rd.

I've been an Orcon customer for a long time and in general have found the service delivered to be good.  Now I see how hard it is to change anything I'm losing patience.  If I can't get this solved promptly I'll change over to Snap and I'm really disappointed that Orcon are so hard to deal with.  I'm a customer trying to spend more with them each month and it's this hard!!!!

Not really a sustainable business model - frustrate and alienate your long-term customers until they leave.



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806 posts

Ultimate Geek
+1 received by user: 137

Trusted
Orcon

  Reply # 972602 23-Jan-2014 08:23 Send private message

That can be done self-serve through the Orcon website:
  • www.orcon.net.nz
  • Login to your My Orcon using your account login details
  • Select Modify Plan under My Plans on the left sidebar

It will load your current plan and give you options to change it.

Let me know if you have any further problems.




Regards FireEngine

Try our Beta-test Self-Help Guide, nothing to lose, it will submit a Support Ticket for you if needed:

Orcon Broadband Self-Help



10 posts

Wannabe Geek
+1 received by user: 1


Reply # 972606 23-Jan-2014 08:33 Send private message

Thanks FireEngine.

I wish it was that easy.  I have no hardware rental costs now and have free voicemail from earlier plans and if I use the online form it want's to charge me extra.

I called again this morning and unfortunately the experience was no better.  The help desk person was confused with what I wanted done (simply apply unlimited usage) and then she kept asking me if I want to cancel!  In the end I asked to be put through to her supervisor and the answer was "we have no supervisors on the floor - call back in a few hours".

I'm about ready to give up to be honest....

806 posts

Ultimate Geek
+1 received by user: 137

Trusted
Orcon

  Reply # 972607 23-Jan-2014 08:33 Send private message

If you do have further problems please pm me your username or account number.




Regards FireEngine

Try our Beta-test Self-Help Guide, nothing to lose, it will submit a Support Ticket for you if needed:

Orcon Broadband Self-Help

806 posts

Ultimate Geek
+1 received by user: 137

Trusted
Orcon

  Reply # 972608 23-Jan-2014 08:35 Send private message

...if I use the online form it want's to charge me extra..


If you have upgraded to VDSL then you should be on a new plan, hence the upgrade to unlimited should not charge you additionally for those items already included. Please use the online form, pm me your account and I will straighten out the billing.




Regards FireEngine

Try our Beta-test Self-Help Guide, nothing to lose, it will submit a Support Ticket for you if needed:

Orcon Broadband Self-Help



10 posts

Wannabe Geek
+1 received by user: 1


  Reply # 972610 23-Jan-2014 08:39 Send private message

Deep breath...

I AM NOT ON VDSL
Chorus could not fulfill the request to upgrade ADSL to VDSL
I am on ADSL Genius
I just want to go from 80GB per month to Unlimited on ADSL at the price agreed on the phone.

Thanks I know you are trying to help me.



10 posts

Wannabe Geek
+1 received by user: 1


  Reply # 972651 23-Jan-2014 09:51 Send private message

Online form filled out and pm sent - thank you FireEngine.

806 posts

Ultimate Geek
+1 received by user: 137

Trusted
Orcon

  Reply # 972678 23-Jan-2014 10:41 Send private message

Ok, the agent had correctly filled in the order for Unlimited and that order has now completed. You are on Unlimited data.




Regards FireEngine

Try our Beta-test Self-Help Guide, nothing to lose, it will submit a Support Ticket for you if needed:

Orcon Broadband Self-Help



10 posts

Wannabe Geek
+1 received by user: 1


Reply # 972709 23-Jan-2014 11:35 One person supports this post Send private message

Thank you.  I appreciate it and my issue is now resolved.

Still, I think there needs to be some focus put into addressing what I consider poor service experienced through your call centres.  I'm assuming that you are working on this with the beta online self-help interface and that may be a step in the right direction. I very nearly left Orcon today.

In any case thank you for your help.

806 posts

Ultimate Geek
+1 received by user: 137

Trusted
Orcon

  Reply # 972715 23-Jan-2014 11:48 Send private message

No problem, I'll pass your feedback on.




Regards FireEngine

Try our Beta-test Self-Help Guide, nothing to lose, it will submit a Support Ticket for you if needed:

Orcon Broadband Self-Help



10 posts

Wannabe Geek
+1 received by user: 1


  Reply # 973835 24-Jan-2014 22:22 Send private message

After all this have now been overcharged on the bill.  I've raised a dispute and sent a PM to FireEngine as previous web submitted forms have had no acknowledgement or reply and I simply cannot face anymore telephone calls with the help desk.

Bigpipe have accepted me as a trial user so at least I have options if this cannot be resolved satisfactorally.



10 posts

Wannabe Geek
+1 received by user: 1


  Reply # 973954 25-Jan-2014 08:03 Send private message

Credit has been applied, thanks Orcon.  Hopefully next month amount is correct.

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