So as of last night some time after 7pm I would say, I went to my usage page and noticed that I had used 150+ GB, which is well over my usage and I monitor my usage daily so the excess we do not have to pay for.

I do use wireless, with WPA2 protocol and the key is auto changed every 3600 seconds.

Now I just to let this be summed up, you can go dig up some of my old problems in this forum here I have been having with Orcon for about 4 months. Now just to do some simple math here, 4 months is 1/3rd of a year, which to be honest having over 500+ disconnects, bad download, bad pings and continued buffering of youtube anytime in the evening, is pretty poor delivery from an ISP.

However I decided to stick with it, as it is a NZ company and I rather pay for some guys to keep their jobs here instead of it selling out and going to Indonesia or wherever the call centres for the other companies are located.

I have had no luck with them, not once, everything is not their fault - I will enforce this again; "Everything is not their fault". Between the 100s of disconnects, bad speeds and calling out a Chorus technician to go to the exchange, nothing was ever Orcon's fault, not once, not for a slight second or even for a chance to question that it would be anything on their end at fault.

From this attitude I have learned that they have a pretty whack way in dealing with customers, place blame on their end first and then charge/blame them after.

Now back to my usage...

So today I woke up and decided to ring up Orcon and discuss my usage being over the top. When I call I get a young lad on the phone, I will not go into deep detail, but here are the basic points which I find amazing that they can justify being a CSR ISP with ways they talk to their customers.

- Do you use Wireless? Yes, I do.

- Your Wireless must of been hacked from someone in your apartment building or near by, thats your fault. Well if so, that is not my fault and for that matter that is someone else being malicious towards me.

- You did not have security turned on your wireless, you are leaving it open for people to get entry to use your internet.  How do you know that I do not have any wireless security, my security key for the wireless, what Protocol I am using for my Wireless security?

- Just unplug the aerial on your modem and it will fix them getting your internet.  My modem does not have a aerial in it and the security and wireless key is on switched on, being 10+ Characters long and changing itself every 3600 seconds on auto refresh.

- No you have made the mistake here and that is your fault that someone has gained access to your internet, that is not our fault and we did not make the mistake. You will have to pay the bill. WTF!!! I have my security on, I know what protocol I am using, for the most part my wireless is off and my partner does use it on her laptop. How can I be paying the bill if I am using security and someone has gone ahead and used it? Any other company I know would see that someone is being malicious and would not charge someone. But instead they would be coming up with answers or ways to help the customer, fix the problem to future proof it and ensure it does not occur again. Oh and when I say fix it not "Just unplug the aerial"


The underlined parts are my replys, in general there was more, basically A) You pay for it, B) It is not our fault, C) You are to blame, D) You pay for it, E) Your modem is at fault.


Can someone give me a reliable media source and whom to contact about bad customer service and also just in general Orcon being overall rubbish, this is seriously too much to put up with. I am amazed how they need to treat customers who they have logs of there having terrible speed, disconnects and being a kiwi and keeping the profits towards them with a NZ based contact centre.

My Mother and Father have like 4 accounts with them for different areas of their businesses, I am going to seriously talk to my old man and get him to can staying with Orcon too. I feel because I am a student and we pay our bill over a fortnight to three weeks at every time, they see us as "poor customers" - I have talked to a manager before she was from england and she then went to tell me "Your account is overdue" - she did not talk about my ISP problems at all and for the record it was overdue by $50 and to be fair paying it a fortnight after is quite normal for most students out there, I mean you get the bill pay it off one week and pay it off the next week. I am unsure if she was just being radical or racist towards myself, but it sucked being made too feel like a belittled student at the time, seriously why is it they cannot take any account for their actions and fix any of the problems.

Going to ring up the CEO next week and book an appointment with him about this and see if he dodges this meeting and what answers he has with the reply. If not I am seriously going to Fair Go/Campbell Live, NZ Hearld and Stuff about this, along with writing a big complaint to the quality commission.

"JUST UNPLUG THE AERIAL THAT FIXES IT"... Wow so much for saying "Our tier 2 tech team will be in touch sir and try help you fix the problem so in the future this does not occur again"... is that just me or would that be a normal logical, helpful and normal response from a ISP for the era 2010?

Oh and just too keep everyone happy, I did recheck all my stuff, its either A) A incorrect usage charge on their end or B) Someone die infact get in with the security up. Either way I have disabled all wireless, lets see how my usage goes again. Will keep updated.