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tbnz

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#15754 6-Sep-2007 20:01
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Whats happened at Orcon lately?

About two months ago I called to have my plan changed to full speed up, full down and 15 gb data base. I was told that's fine and it will be changed over on the next billing date.

That date rolled over and no change.

So I logged on (with my account username / password) to their site and logged a support query asking when my plan would change.

Three days later I got a response, 'To give you account information we need the following details, Name, DOB, Address, Phone number' etc.. My response was eh? I logged on to request support does this not verify it's me?

Anyway I sent my details with a message about how unhappy I was because it took 3 days to respond.

3 Days later I still had not heard, so I sent another email demanding answers, I got home the following day and my wife told me someone from Orcon called to apologise and said that 'my plan change wouldn't happen till the next billing date anyway' and said they don't take email support as a priority just because they don't.

So ... after another month my billing date rolled over ... I now am on 15 GB base, full down, but my up-stream physical connection to the exchange is still at the limited 160 kbps limit.

So at 7pm I try to call, 40 mins later I hang up because I am on hold.

So at 7pm the next day i call, 40 mins later I hang up because I am on hold.

So the next day i call from work at 10am because I thought that it's taking so long because i'm calling at 7pm. 30 mins later I hang up because i'm on hold.

So I email ... it's now been 3 days and no response.

Orcon SUCKS, my suggestion is to NEVER EVER deal with Orcon, prior to this I had always suggested to friends and work colleagues to move to Orcon because they were so good, and had awsome plans etc ...

Now they are CRAP, CRAP CRAP CRAP, and should be ashamed of the quality of service.

Very unhappy!Frown



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freitasm
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#85664 6-Sep-2007 20:13
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tbnz: and said they don't take email support as a priority just because they don't.


I don't doubt it. Many companies don't reply to e-mails, even though they have big signs saying "Contact us"... And wouldn't surprise me Orcon doesn't get "the Internets"...





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tbnz

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  #85667 6-Sep-2007 20:23
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You would think though that being an Telco, and primarily an Internet company they would give priority to Internet users!

Another thing i've noticed, sometimes when I try to call their main number I get a 'engaged' signal. Now I don't know about you but that makes me worry. A telco that's engaged?


Come to think of it, with naked dsl, some people won't have land lines to contact them, so what then?

paradoxsm
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  #85675 6-Sep-2007 22:18
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They are rather busy, My time with them has ranged from fantastic  - wishing i'd stayed at 256k Slingshot


The bugs should be ironed out shortly, if not I'm doing some high-level testing with a bunch of services amongst other things so I should have some good info and cool stuff to come back to the peeps with.

A friend had hooked up with a very nice ISP which is slightly pricy but apparently rivals Airnet's flawless speeds. (I want to live in napier!, cool place and primo internet)



tbnz

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  #85678 6-Sep-2007 22:41
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Not too busy to charge me $110 on time every month.

Don't get me wrong, the network speed and uptime is awesome, it's their broadband support that sucks.

I'm not annoyed so much at my plan not changing correctly, more annoyed that i can't contact anyone there.

ictgeeknz
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#85688 7-Sep-2007 06:52
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Interesting... I've had to contact Orcon Accounts a few times recently, regarding an issue to get my phoneline transferred.

I placed calls to them between 4:30pm - 5:30pm last week and the week prior, and the wait time for me was under 15 minutes.

You selected Accounts, not Tech Support, right?

I suspect they'll make things right with you, regarding the speed not changing over correctly. All they do is submit a service order to Telecom, so it may be them you need to be mad at.







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#85693 7-Sep-2007 08:43
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Generally, I've found Orcon support pleasant to deal with, except for a few exceptions (ie. signing me up to the $49 256kbps only to pull it one month later, and the 'fun times' with the faulty modem (which involved blaming a certain telco at first)).

Hold time was a bit high at times but the people were nice to deal with, also disappointing was the tidbit in IRC about people having DSL issues - apparently support recommended that they restarted their ADSL modems upto 40 times a day to make it seem like a problem, which is questionable at best.




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  #85698 7-Sep-2007 09:00
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Hmmm, didn't they get brought out recently by a big company??




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  #85699 7-Sep-2007 09:02
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I had deliberatly set mine to "ide disconnect" after 20 minutes which seemed to have done the trick for the bad line speed I was getting. this time it was Telecom but most of the time it's actually not them to blame but the actual bad traffic backhaul of the ISP.


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#85704 7-Sep-2007 09:18
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coffeebaron: Hmmm, didn't they get brought out recently by a big company??


Yes, Orcon was bough by Kordia, the State Owned Enterprise. So, yes, your tax dollars at work...





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tbnz

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  #85721 7-Sep-2007 11:23
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ictgeeknz: Interesting... I've had to contact Orcon Accounts a few times recently, regarding an issue to get my phoneline transferred.

I placed calls to them between 4:30pm - 5:30pm last week and the week prior, and the wait time for me was under 15 minutes.

You selected Accounts, not Tech Support, right?

I suspect they'll make things right with you, regarding the speed not changing over correctly. All they do is submit a service order to Telecom, so it may be them you need to be mad at.


Ah yea, on my second attempt to call, instead of selecting broadband support, I tried accounts, they answered in under a min, the woman was quite abrupt but not rude, i explained my issue, 'my account dosn't seem to be upgraded correctly' her resonse 'please hold, i'll put you through, just a sec...' click ... 'you've reached broadband support' and so we go on ...

tbnz

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  #85723 7-Sep-2007 11:27
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paradoxsm:

I had deliberatly set mine to "ide disconnect" after 20 minutes which seemed to have done the trick for the bad line speed I was getting. this time it was Telecom but most of the time it's actually not them to blame but the actual bad traffic backhaul of the ISP.



It's not a bad line speed, on bitstream 128 up they limit your upstream connection (i'm guessing at the exchange) to 160 kbps. I know this because in the past i've had various DSL plans, and everytime i've switched to the 128 up, my upstream DSL connection drops to 160.

My DSL downstream connection currently range about 7000 - 7300 kbps down, Upstream is fixed at 160.



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  #85733 7-Sep-2007 12:01
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Forget the exact reason, to do with data headers or similar.

160kbps fixture means the data itself runs at 128kbps (based on 8-9byte/packet if I recall)

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  #85751 7-Sep-2007 13:44
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Oblivian: Forget the exact reason, to do with data headers or similar.

160kbps fixture means the data itself runs at 128kbps (based on 8-9byte/packet if I recall)
It's to allow for the ATM cell overhead on the line at 128kbps.  Telecom engineer for approx. 25% overhead due to PPP, AAL5, and ATM cell fragmentation.

Thus 128k * 1.25 = 160kbps.

Same applied for other plans (eg. 2Mbps was 2560Kbps).

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  #85756 7-Sep-2007 14:24
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And the protocol stack is even deeper between DSLAM and LNS, not that it needs to be taken into account between DSLAM and CPE but its still grossly inefficient with smaller PDUs.

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  #85763 7-Sep-2007 15:06
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Fraktul: And the protocol stack is even deeper between DSLAM and LNS, not that it needs to be taken into account between DSLAM and CPE but its still grossly inefficient with smaller PDUs.
Yes, with L2TP in the stack there is slightly more overhead between the LAC and LNS (not DSLAM and LNS).  This is accounted for and quite clearly stated in the UBS handbook.  I think most competent ISPs do understand the impact of the overhead - it's one of the reasons that UBS Access Seeker ATM PVCs are configured with 1600 byte MTUs.

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