I had some technicians come to my house yesterday to provision my new UFB connection. They installed all the cabling and hardware - the ONT connected properly, but the Orcon Genius cannot establish a link with the ISP. It will not assign it a WAN IP. I logged my fault with the technical support helpdesk, who said it could take up to three days to resolve.

I left a message with Ross, the manager from social media about my experience and he forwarded it to the "technical support" team that contacted me and said the issue would be resolved by the end of the day. It is now after business hours and I haven't heard from them, nor has my problem been fixed.

From a technical perspective:
Either the modem issued to me is faulty, or there is a configuration problem at Orcon's end. This should not be an issue that takes three or so business days to resolve after dealing with a call centre that is essentially a human "answering machine" for the people who will really investigate the problem. Let customers talk to someone with real technical knowledge - not someone given a basic script that starts and ends with resetting your modem.

From a business perspective:
I am a new customer, this is an absolutely horrendous first experience with your company and services. I've already referred people to your service and now I feel guilty about it.

Could someone from Orcon please look into this and make a solemn attempt at fixing it? I've been looking forward to fibre since the UFB rollout was announced, I even work for one of the companies involved in the build project.

If it couldn't be fixed within the day for some reason, someone should have at least got back to me with an update so I know what's being done about it. It feels to me like the company couldn't care less.

Thanks,

Waata