Unable to Auth - no internets!

Finally I see this post when I was trying to find out what happened to my ADSL connection with Orcon...

I thought I have to express my opinions here as I went through 2 weeks of dreadful internet down time.

I stick with Orcon for a few years and can't believe how bad the customer service is nowadays. see the below timelines...

07/04 (i think) a member of order team rang my mobile and told me an account migration will be done for me, I agreed as he offered me a few deals. no mention of account change at the time.

13/04 my connection is down that morning all of a sudden, DSL light off. I started calling helpdesk in the afternoon and they went through all the basic trouble shooting with me. can't find an answer.

14/04 I tried calling again but still no one could tell me what happened till I received an email saying my connection now is ready to use but with a different account number?! I realized that they disabled my old account and gave me a new one, great! So I went home after work hoping the internet is up but could only see DSL light up with no internet. I started ringing helpdesk and they went through the modem restarting and everything basic again...then told me it had been escalated to Tier2. okay I will wait.

18/04 In those four days I kept ringing and had the same answer "no update from Tier2 sorry". I began to lose my patient and asked for a supervisor. After 10mins waiting on the line, a guy picked up and told me that a chorus tech has been dispatched for next day. okay, I wait for it!

19/04 the tech rang me and asked me to go home as he wanted to check my wiring inside the house. I dropped my work and went straight home for him. after nearly hour and half checking he told me there is nothing wrong with my wiring so as the underground cable to the exchange. Also, he mentioned it's probably the PPP connection is not there even though I am getting the DSL signal. One of my mate works for chorus and he said the same thing. Alright, I rang helpdesk again and told them what the tech did and said. I received the same response "sorry, We have passed your comment to Tier2 but we have to wait...no problem!!

20/04 rang again for update, response was "a chorus tech has been sent to your house to double check". I was like what??? okay...I will wait.

22/04 the same chorus tech finally came to my house but he wasn't that happy as this is an repeat task and he has no pay! He did all the wire checking again and told me "mate, you really have to tell them there is nothing wrong with the physical line. my job is done here." I rang helpdesk again and lost my temper to the poor CS guy picked up my call. The same supervisor called me back after an hour and advised me that they think I have a faulty modem and will have to wait for the new one to arrive. Really??? I explained to them few times that I tested the modem at my friend's place (also orcon user) and it worked. well, no one believed and the it was the ANZAC long weekend coming up. OMG.

26/04 finally I received the new modem and went home to test it. NOPE! still not working. I rang again and explained that according to diagnostic test on the modem there is no authentication to the PPP server. The response from them was "sorry, We have passed your comment to Tier2 but we have to wait for their update". at this time, I couldn't even get any feeling about this whole thing anymore and just let it go. nothing I can do.

28/04 I am not giving up...rang again. they told me the case had been escalated to another team to look at and a supervisor had put urgent on the note. thanks mate! He will give me an update soon...

finally the internet is up this morning but no phone call to update me. :) that's okay as long as i have internet now. However, my phone is still not working!! I just wait. :)

Sorry for this long complain but I really want to share my experience. I am hoping Orcon can improve the CS level a bit and listen to your customer. I mean they could have known the problem is at the server end a lot earlier. I am just sick of the whole endless running around trouble shooting but never checked if there is a problem at the server end even I emphasized that there is a problem with the authentication.

Thanks for listening. have a great night guys.

bameron

fizzychicken

mli038