I have been a loyal customer for Orcon for the last 6 years or so, but of late their service has taken a great dive to the depths of despair. I am on the Orcon genius plan and am now without Internet or Phone. Yesterday morning till about 8:00 everything was working fine and then the connection goes down!
Well I get on the phone and call the Helpdesk, the good thing is there was definetly no waiting and go through the usual Modem Reset, factory reset etc and then a confirmation that the ticket has been escalated!! No timeframe or anything was provided, but I assume there must be somebody looking at it. I know it is a Sunday but nowadays I assume there must be a very good case for a Second level support team to be working through the weekend, especially for a product like Orcon Genius as it takes away your phone line when the internet goes. After a few hours I call back to check the status of the problem and I get a lecture by this guy on the other end who wants to "Educate Me" (Thats the actual word he used) of how unimportant my ticket is and that it will be atleast 3 days before anybody has a look at it and he also told me that there is no second level support over the weekend !!!
Well still have no internet / phone till yet, call up again and get put to another person today , she was much more helpful  but I ask if I could speak to a second level support, to get an ETA as well as know if possible what the problem is but as it goes they can not put me through!!

I now how unimportant I am in the wider scheme of things but without the internet & phone I cant do anything as unfortunately I have had knee surgery, so I have decided that my loyalty to Orcon is miss placed and I may as well go along to another provider so am off to Vodofone ( I don't expect it to be great either but lets find out :) ) 

Anyway the important thing that I would like to discuss is that, shouldn't there be second level support over the weekend for Internet / Phone lines and in a developed country like ours should there be kind of like 24 hours turn around on fault, (I dont expect a resolution in 24 hours) with an ETA / Status update no matter what the day of the week ?

What are your thoughts on this and I still dont have internet connection , using my Mobile Data network to get through for now.