So sick of this (no support)

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › So sick of this (no support)

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InstallerUFB

840 posts

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#739844 3-Jan-2013 18:40

tchart: Linw, our ONT is behind the TV so cant easily see the labels.

From left;

Light 1 = constant
Light 2 = constant/blinking, constant for around 5-6 seconds then blinks for around 90 seconds
Light 4 = almost always blinking (is this the data one?)

For furture Ref here are the I-240G ONT LED Details

kingdragonfly

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#739997 4-Jan-2013 08:23

Thanks InstallerUFB for the useful info

10 days ago, light number 3 "alarm" flashed red flashed briefly, and since then I've been without my Internet.

1, 2, and 4 are constant green.

My black Orcon "busybox" internet light has steadily remained off.

Four times an Orcon tech has promised to get back to me. He wouldn't let me talk to the team leader.

According to him, the limit of his abilities was to email some unnamed tech, and call me when they responded.

Did I mention I'm spending a fortune by using my iPhone 3G connection, instead of my fiber? Of course, this hasn't stopped Orcon billing me for this month's "service."

kingdragonfly

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#740832 7-Jan-2013 08:12

Another broken promise from Orcon support. That's number 5.

I was told they would be be a support person on site 11 am Saturday. I asked the support person to repeat it: "That's a Saturday. Are you sure?"

That's 14 days without phone or Internet.

DrFixIt

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HD Net

#742080 9-Jan-2013 09:41

kingdragonfly: Another broken promise from Orcon support. That's number 5.

I was told they would be be a support person on site 11 am Saturday. I asked the support person to repeat it: "That's a Saturday. Are you sure?"

That's 14 days without phone or Internet.

Hi,

Send me a PM with your Ticket# or Username and I'll get onto this for you.
I'm from the Assurance Team so can deal with Tech's etc; directly and get this resolved.

Cheers,
Lance.

LaylaGG

2 posts

Wannabe Geek

#744815 14-Jan-2013 22:48

I have experienced similar frustrations with Orcon. They made an error in billing, I tired to contact them to talk about it and was left on hold for over 20 minutes - tried again at a different time - same thing happened. I sent messages through their website but received no response. Several days later I had a call from one of their employees who confirmed that it was an error and told me to ignore the invoice. A few days later I started getting e-mails about my overdue account - referring to the same invoice they told me to ignore.

This was about 2 months ago - the issue has still not been resolved. I have tried several times to contact them by phone with no luck and have repeatedly sent messages via their website but my requests are continuously ignored. One time a supervisor phoned me at work but it was not at a convenient for me to talk so we arranged for him to call me back that evening. I had the invoice up on screen and was waiting for him to call and yes you have guessed it -he didn't call.

They are now threatening to cut the service due to the outstanding bill that I was told to ignore. I tried calling this evening and finally after 30 minutes waiting, I got through to someone but I was so angry that I just wanted to speak to someone about terminating the contract without penalty due to the appalling service. He put me on hold for another 10 minutes trying to connect me to someone in the retentions dept only to come back and say that he could not get through. I asked him to get someone to call me back but I won't hold my breath.

This is absolutely the worst customer service I have ever experienced - and they are supposedly a communications company. I would definitely NOT sign up with Orcon - from reading other posts on this forum other people seem to have had similar experiences.

kingdragonfly

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#745509 16-Jan-2013 09:46

After 22 days, my fiber Internet was restored.

I must say after I filed a formal complaint, I did get good service.

It wound up being a software patch pushed to Alcatel fiber equipment (by Chorus?)

Dell

Shop now for Dell laptops and other devices (affiliate link).

LaylaGG

2 posts

Wannabe Geek

#745550 16-Jan-2013 10:52

My service has now been cut due to an outstanding invoice of about $56 that I have been told was a mistake that I should ignore. I have paid all the other invoices since. I am still finding it extremely difficult to get hold of anyone at Orcon. I want to terminate my contract without penalty due to the abysmal service. I have lost count of the amount of hours I have wasted trying to get this sorted.

If you are considering changing ISP DO NOT SIGN UP WITH ORCON.

tchart

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#745553 16-Jan-2013 10:53

kingdragonfly: I must say after I filed a formal complaint, I did get good service.

Glad its working. My issues are largely resolved now too. Upload speed is still not consistent as it first was (can be anywhere between 1mbps and 10mbps). Download is now usually between 17mbps and 24mbps which is great.

I the help desk is the main problem with Orcon at the moment. Their help desk is beyond useless. And they are even worse when it comes to Fibre products. Lots of empty promises from a remote help desk.

Once you get up the chain a bit things work out great.

What really gets me is that after all my problems it was a "known issue" with my firmware which begs the question as to why its not the default firmware for UFB customers and how many other UFB users dont have the firmware.

Same applies for the Alcatel Patch. Has this just been applied for your fibre equipment or will they roll it out to everyone. Hopefully Chorus are a bit more "on to it" with these things.

linw

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#745576 16-Jan-2013 11:10

Glad to hear you have Internet back, dragonfly. But 22 days??? Wonder how many others were affected? Hope they don't send it to me.

tchart, you might be better pleased but I certainly wouldn't be happy if my speed started to vary like yours. Mine has always been entirely consistent at 27.7 down and 9 up. Same using Telecom or Orcon speedtest. Same speed to Sydney, as well! What do you use to test speed? The Orcon speedtest?

tchart

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#745620 16-Jan-2013 11:52

linw: Same speed to Sydney, as well! What do you use to test speed? The Orcon speedtest?

Tried them all. When I was getting sub 1mpbs speeds sometimes speedtest.net would simply hang and then eventually come back with a really low score (no jokes I got 9kbps once). The Orcon one would simply not respond sometimes.

I'll log a call about the upload as its certainly not consistent. Erratic is probably a better term.

linw

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#746150 17-Jan-2013 09:32

Good luck - I feel another saga coming on.

Quic Broadband

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styxgeist

32 posts

Geek

#746700 18-Jan-2013 10:08

tchart:
kingdragonfly: I must say after I filed a formal complaint, I did get good service.

Glad its working. My issues are largely resolved now too. Upload speed is still not consistent as it first was (can be anywhere between 1mbps and 10mbps). Download is now usually between 17mbps and 24mbps which is great.

I the help desk is the main problem with Orcon at the moment. Their help desk is beyond useless. And they are even worse when it comes to Fibre products. Lots of empty promises from a remote help desk.

Once you get up the chain a bit things work out great.

What really gets me is that after all my problems it was a "known issue" with my firmware which begs the question as to why its not the default firmware for UFB customers and how many other UFB users dont have the firmware.

Same applies for the Alcatel Patch. Has this just been applied for your fibre equipment or will they roll it out to everyone. Hopefully Chorus are a bit more "on to it" with these things.

Don't know whether the helpdesk's core competancy has always been this bad, but apparently they had made their helpdesk redundant recently and have offshored support, so this could have something to do with the quality of support Orcon customers are now receiving. I always like to load up their FB page for a bit of a laugh at the rage that goes on these days.

DeepBlueSky

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#748162 21-Jan-2013 12:19

Hi,
Just read this topic, I think the new desk has some teething issues.

I happened to call last week on an issue I asked 'Paul' on the desk could he let me know if there was any network issues at the time that would be causing my wife’s genius router to keep dropping connection and was told no.

So I asked if he could check his end if the connection was working OK Orcon end, but he couldn't and asked if I could call back in four hours when I asked why, I was told the desk had computer issues; that’s fine I thought these things can happen so I gave him my details and to his credit he called back within 1/2 an hour.

While I was on the line I also asked if I could talk to his manager re Orcon Phone issues I have been getting, he said why? In a concerned voice I reassured him it was nothing to do with the quality of the call but another issue. He said they were not available busy for the next two hours.

Anyway to cut a long story short ‘Paul’ factory reset the router with my wife’s assistance; I had to reconfigure it when I got home, the constant dropped connections stopped mysteriously. My Phone issue is being looked at.

From this call it does feel a bit like a possum in the headlights scenario, but I’m sure with time this should improve.

Nebbie

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#748196 21-Jan-2013 13:39

DeepBlueSky:
From this call it does feel a bit like a possum in the headlights scenario, but I’m sure with time this should improve.

Factory resetting a modem is a very common practice and sometimes can fix the issue.
I'm needing to do this my self my router has a uptime of 231 days and now when I lose PPP it doesn't try and reconnect :(

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Nebukadnessar

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