New Resident of Dunedin from the U.S. Awful Customer Service trying to get service with Orcon.

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MetronP

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#112618 14-Dec-2012 16:08

Hello all!

Just moved here to Dunedin from Chicago Illinois, with my wife, (a Dunedin girl) and our 2 boys.

Having a difficult time getting an account set up with Orcon. Wondering if I should go with a different company?
To be short, the story so far-

Called to set up service on 12/12 for the home we get the keys to on Dec, 21. Thought I would take advantage of the $12 off of the unlimited plan special.

Tried to sign up online, but the system would not let me enter my Mobile number. In fact no number would work at all. So I called to set up over the phone.

The same thing happened when we got to the mobile number part of the setup. The girl was unable to figure out the issue, took my number, and said she would call back. As of 3:30 on the 14th no call back, so I called again-

3rd time not a charm. The new cust. service person could not find me in the system, got the run around on the $12 off thing, and started the signup process over again. This time, I somehow have bad credit. I don't have bad credit for one, and secondly I just moved here, have no outstanding bills, and have had a Westpac bank account for almost 8 years. Also none of this credit stuff came up the 2 other times I have tied to sign up. So after the guy wanted me to scan and send my passport info for ID, I gave up and said I would have my wife sign up.

So should I even bother signing up with Orcon? I only chose them because they seem to have a reasonable unlimited plan that I can switch easily to fibre when it is available.

Open to any and all suggestions!

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#732637 14-Dec-2012 16:12

silly question time:
with the mobile number, I assume you have an NZ mobile number rather than trying to input a US one?

bameron

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#732638 14-Dec-2012 16:15

Hi Paul,

I'm sorry to hear you've had a bit of trouble signing up!

As you are new to New Zealand it is likely that the credit checking agency has no history against your name, which is why the credit rating for yourself would come back as "bad."

We have a couple of options as far as this goes, you can pay a month in advance over the phone when you sign up and pay via your credit card each month or, as you mentioned, have your wife sign up for the account where we can open up some more payment options.

Again my apologies for the issues trying to get signed up. If you would like, flick me an email at socialmedia@team.orcon.net.nz and I can have one of our Sales team give you or your wife a call.

Cheers,

Cam

mattwnz

20164 posts

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#732639 14-Dec-2012 16:16

If someone says they will phone you back, then they should.
How much data do you need? Telecom have a 500GB plan which is quite reasonably priced.

MetronP

12 posts

Geek

#732657 14-Dec-2012 16:45

Thanks for the responses all!

nonproyingmantis- Yes I have a 2Degrees phone plan-

Cam- Seems kinda odd to be penalized for having no credit history in NZ. No credit is not the same as Bad Credit. I just want phone service and internet, not a home loan.

I have no problem paying a month in advance, but I don't want my bill charged to a credit card. I have money in the bank and would like to pay that way. I also do not want to use U.S. credit cards...

I assume that the wife will run into the same problem as she has lived in the us for 20 years. I will give it another shot and if not I will shoot you a mail.

Thanks mattwnz- I will look at that plan but it looks to be about $41 more a month.

Thanks again guys!
P

bameron

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#732662 14-Dec-2012 16:57

By all means flick the email through - more than happy to get the guys to give you a bell.

With regard to the credit checks, it's determined by the reporting agency who tell us whether or not someone is potentially "high risk," so it would be best to speak with them if you have any concerns about that.

Virgil

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#732675 14-Dec-2012 17:39

So, no credit IS the same as bad credit as far as you and your credit advisory company is concerned?

Lurking ...

haywardb

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#732794 14-Dec-2012 21:43

Virgil: So, no credit IS the same as bad credit as far as you and your credit advisory company is concerned?

I think that a lot of companies treat no credit rating as a high risk. I always bought things by cash and when I went to do my first HP, couldn't as no credit history. They said that I needed to prove, over time, that I was a good credit risk. Hard to do when they won't give credit to you in the first place.

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DoomlordVekk

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#732795 14-Dec-2012 21:47

Ironically, it's EXACTLY the same in the US. If you have no credit history, aka a new immigrant, then you're screwed as well.
I have had the suggestion to get a credit card with a $500 limit, exercise it regularly and pay it off each month, maybe after 12-18 months, graduate to something a bit more industrial.

Seems odd that you are presumed innocent in a court of law but assumed a bad credit risk by credit agencies.

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MetronP

12 posts

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#732870 15-Dec-2012 10:16

Again thanks for the responses everyone!

So I went to Westpac and ordered a debit plus card, so that should eliminate the lack of a NZ credit card problem. It takes 10 days to get here so I will try again when it arrives. The earliest I can get set up is Jan 7th any way.

In the states, there are no credit checks for any utilities or services like phone or internet. You pay for the month ahead, and if you don't pay the bill, it gets shut off.

What is the point of the credit check? Equipment rental? Seems to me that if a company will sell you service whether you have good or bad credit, then a credit check is pointless.

Kyanar

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#733002 15-Dec-2012 23:12

bameron: By all means flick the email through - more than happy to get the guys to give you a bell.

With regard to the credit checks, it's determined by the reporting agency who tell us whether or not someone is potentially "high risk," so it would be best to speak with them if you have any concerns about that.

That advice is a bit silly isn't it? One of the main things that any credit reporting agency says is that all they do is present information - it's up to the company offering the actual credit to decide on the level of risk they are willing to accept. And last I checked, our credit reporting agencies didn't even produce risk scores because our "negative reporting" system (only just changed this year) made it effectively impossible.

Still, regardless, any of the Big One reporting agency (you see what I did there?) will basically just tell you to complain to the company you're trying to sign up with if you contact them.

MetronP: Again thanks for the responses everyone!

So I went to Westpac and ordered a debit plus card, so that should eliminate the lack of a NZ credit card problem. It takes 10 days to get here so I will try again when it arrives. The earliest I can get set up is Jan 7th any way.

In the states, there are no credit checks for any utilities or services like phone or internet. You pay for the month ahead, and if you don't pay the bill, it gets shut off.

What is the point of the credit check? Equipment rental? Seems to me that if a company will sell you service whether you have good or bad credit, then a credit check is pointless.

If it wasn't for unlimited service, I'd say it was due to the fact that you pay the base fee in advance but actual usage in arrears. Frankly though, I can't see that being applicable to this particular plan.

riahon

946 posts

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#733028 16-Dec-2012 03:56

I think the point of this rule is silly BUT it is not something that have just decided out of the blue, it is most likely that there are many many many unscrupulous people out there who have cost companies millions and therefore cost the honest ones millions as well. If everyone played by the rules, we would all be jumping through a lot less hoops.

As for internet companies, I would work out what sort of data capacity you are needing and find a plan that is close to that. Unlimited in NZ is an ugly word and I would personally stay away from them. With 2 small boys and just you and your wife do you seriously think you would be using in excess of 100GB? If so, carry on. I know Telecom have a 150GB plan for just over $100.

freitasm

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#733047 16-Dec-2012 08:32

DoomlordVekk: I have had the suggestion to get a credit card with a $500 limit, exercise it regularly and pay it off each month, maybe after 12-18 months, graduate to something a bit more industrial.

This is the problem with some credit card brands associated with banks: you have no history if you move on... I have an Amex since the late 80s and when I moved countries I just called Amex here and had my address changed. The account was the same and my NZ-issued cards show "Member since" with the original date from my first card in another country.

This is a good way to keep history ;)

The whole discussion veered very off topic anyway...

OP, do let us know if you get the connection on please.

surfisup1000

5288 posts

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#733053 16-Dec-2012 09:22

bameron:
As you are new to New Zealand it is likely that the credit checking agency has no history against your name, which is why the credit rating for yourself would come back as "bad."
Cheers,

Cam

Unbelievable that the default policy is to treat new residents as 'bad' credit risks.

surfisup1000

5288 posts

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#733056 16-Dec-2012 09:29

bameron: By all means flick the email through - more than happy to get the guys to give you a bell.

With regard to the credit checks, it's determined by the reporting agency who tell us whether or not someone is potentially "high risk," so it would be best to speak with them if you have any concerns about that.

So , customer applies for broadband.

Orcon receives the request, and asks for a credit rating.

Credit rating is 'bad'.

Orcon stops the customer application without informing customer or explaining alternative options -- does not return customer calls.

Is this an accurate reflection? It is not an uncommon story, maybe explained by under resourced customer services departments.

MetronP

12 posts

Geek

#733067 16-Dec-2012 10:23

The credit check never halted the sign up process. I just thought it was odd that on the 3rd attempt to sign up, My credit came up as bad.
The first attempt failed because I was unable to enter any phone number in the mobile phone field, and the cust. service rep was unable to as well.
With the bad credit report, I can still sign up, I just have to pay an extra month at sign up. It's not a big deal.

There are many reasons that I want an unlimited plan.

First, for years now, we have given up what would be Sky here. (Pay TV). We use rabbit ears to grab the free channels, and everything else is streamed. I have it set up so that we can watch what we want, on any pc, the tv, etc. I am a huge movie fan, and I backed up my entire collection onto Hdd before the move. Almost all in HD. Now I'm not even sure that I can stream a 720p movie from the pc to tv with cruddy phone lines, but fibre will be on my street by June.

Then there is the xbox live stuff, mmo's and Skype. A lot of Skype to the states.

Then there is uploading. I am a photographer, and upload lots of pictures sometimes daily. As well as videos for the family over seas to watch. Basically my household uses the internet a ton.

I have not worried about data usage since the old AOL days. I don't want to commit to a limited plan then go over the limit every month. I plan on streaming in the best quality possible and that eats up MB's.

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