My fibre is offline and helpdesk wont pickup!

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › My fibre is offline and helpdesk wont pickup!

Publius

276 posts

Ultimate Geek

#114067 7-Feb-2013 08:17

Grr I have to say to any potential UFB business customers that Orcon should be avoided.
My business UFB is down and the helpdesk doesn't take calls until 8:30am.
This is the second time this has happened in 8 months and is unacceptable.

Orcon, fix your problems, and make your business helpdesk open 24/7 or at the very least from 7am!

Noodles

487 posts

Ultimate Geek

#756796 7-Feb-2013 08:51

I'd like to note that the Snap helpdesk is 24/7 and our UFB business connection with them has been fantastic.

Kyanar

4089 posts

Uber Geek

ID Verified

Trusted

#756799 7-Feb-2013 08:57

And that's precisely the reason I left Orcon. Business helpdesk is available during business hours only, and the residential helpdesk will not talk to you about business accounts - not even just to log a fault with Chorus. And this is after I was told that Orcon would be training some of the residential helpdesk staff to handle basic business enquiries (such as logging a fault).

Combined with their sub-par plans and just general terrible customer service, Orcon really needs to step up their game - I personally feel they are not interested in business customers at all.

cr250bromo

222 posts

Master Geek

#756807 7-Feb-2013 09:09

My Orcon UFB stopped working at around 5am this morning - resetting the ONT made no difference - is showing an optical link but DHCP is failing. Didn't have time to follow this up before I went to work but I suspect it may be the same problem the OP was having, will have to check it again this evening.

Sounddude

I fix stuff!
1928 posts

Uber Geek

Trusted

2degrees

Lifetime subscriber

#756809 7-Feb-2013 09:13

Hi Guys

Can you reboot the Genius modems and see if its working now?

Publius

276 posts

Ultimate Geek

#756813 7-Feb-2013 09:18

Apparently there is a fault with their authentication server.

A few years back I used to recommend Orcon because they were a "small" company who like many smaller ISPs "were trying harder" but this hasn't been true for a number of years now.

It would seem from the general love people on Geekzone have for Snap! that they are now the little ISP whos "trying harder".

We moved a residential DSL circuit from Xnet to Snap and were astounded how much more was downloading at line speed. It does seem Snap have their core network, international bandwidth, helpdesk, and data pack pricing in good shape!

I'll be moving my UFB fibre from Orcon to Snap just as soon as my contract ends in June.

Publius

276 posts

Ultimate Geek

#756814 7-Feb-2013 09:19

Finally, back online now. Our business can resume working again.

tchart

2380 posts

Uber Geek

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Trusted

#756818 7-Feb-2013 09:33

Ours went down as well. Tried rebooting ONT and Genius with no success. At work now so I'll get the wife to check.

Interesting that there was no "outage" mentioned on their website.

And I was just thinking last night that our connection had been up for about 4 days with no issues - which is rare!

Go figure...

Quic Broadband

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NonprayingMantis

6434 posts

Uber Geek

#756819 7-Feb-2013 09:35

Who is to blame if you select an ISP that doesn't offer the call centre hours you want?

linw

2850 posts

Uber Geek

#756889 7-Feb-2013 12:40

I was out of action as well but the home helpdesk line had a recorded message about the outage so that was helpful. Service resumed around 9am.

anth

15 posts

Geek

#757069 7-Feb-2013 19:17

My non-UFB, non-Genius connection was down this morning too. As others have noted the Network Status page didn't mention it but there was a recorded message on the helpdesk number though that just said there was a problem without giving any details.

There was a DSL connection but nothing handed out from DHCP. The phone still worked.

This gets a mention on the status page now.
http://www.orcon.net.nz/support/network_status/