Worst customer service ever, a week past install date

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1828 posts

Uber Geek
Inactive user

#1720941 16-Feb-2017 00:14

solorvox:

Sorry, this is a wall of text, skip to bottom for TLDR version.

TLDR: I had Snap fibre but was forced to change. Tried signup of Orcon gigabit 1000/500 and it was worst mistake I could have made. Does anyone have another fibre service with no fair use policy?

They've (Orcon) never enforced the fair use policy to my knowledge they've had people download over a TB of data on their Unlimited package and did nothing about it

dt

1152 posts

Uber Geek
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#1721034 16-Feb-2017 10:00

Out of curiosity, how much data do you burn through a month?

trig42

5814 posts

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#1721048 16-Feb-2017 10:17

Spark Business? $182.85ex GST/month 200/200 fibre unlimited (includes phone with unlimited NZ/AU calling).

Vodafone Business?

Even Bigpipe with a static IP would be better than what they are dealing you up now. Sure, they may not be for business, but will they care? The business options above will include better access to help.

Athlonite

1828 posts

Uber Geek
Inactive user

#1721268 16-Feb-2017 14:06

dt:

Out of curiosity, how much data do you burn through a month?

over 400GB for the last month.. The son gives the XBone a beating when he's on it and as most new game are getting huge in size it doesn't take long he also streams a fair bit of Netflix while he's at it too

I'm also a Truenet volunteer so that chews through 10GBpm

and I download alot of "Linux ISO's" to watch

UHD

655 posts

Ultimate Geek
Inactive user

#1721423 16-Feb-2017 16:37

solorvox:

richms:

you just get the new ISP to set it up on the second ethernet port of the ONT. Some really dont like doing that since its more hassle for them when the service on port 1 goes away, but at least 2 people I know have added bigpipe or something competant before bailing on the other ISP.

Do 2degrees not offer business connections? I thought the whole idea of them buying snap was because that was one thing snap did really well. Anyway, so many people moving away from 2degrees fixed broadband for support issues or that BS card charge or other things that will be interesting to see what promos they do to try to get people back again.

Funny thing is, CallPlus, the company who seem to do business connections for Orcon, told me that no ISP can re-use a ONT in NZ. And that they would have to have Chorus come install a completely new one before I could use their services. Also CallPlus was limited to 200/200 fibre here while many others have gigabit. That would have required a month to get setup from when I called them.

Even when I asked Orcon T2 about reverse DNS, the guy had no idea what a PTR record was or how to do with it. Just so frustrating when you know what needs to be done and could do it yourself in five minutes if you only had access.

Anyway, when I called 2D they did not offerer faster fibre in my area yet. I was paying $190/mo for 200/200 and would have stayed if it wasn't for the new fair use policy. My connection usage is like 90% home use and 10% commercial. Puts me in a bad spot sadly.

What percentage of your connection do you claim as a business expense? I hope it is also only 10%. ;)

Seriously, if you are losing income as a result of no uplink then you probably need a business line. Or at least a secondary residential one if you are super cheap. Also, landing page web hosting is so cheap these days I'm not sure why you'd bother running a server at home for it.

If you wanna conduct commercial activities on a residential line then you have to put up with the crappy SLA that ISPs have for residential lines too.

erik

58 posts

Master Geek

#1721443 16-Feb-2017 16:55

solorvox:

Oh why did you have to sell out snap! They had good NZ based service and great speed

I hear you .... Been with Snap since 2008 and loved them. It's been a struggle with 2 Degrees and my VDSL woes.

(In short: ADSL to VDSL resulted in crap connection. Got filter installed. Half a year of great connection. Now I'm getting half the speed and 2 Degrees isn't solving the issue but pointing to T&Cs. ) I'm definitely outta here as well.

Have you considered moving your website and other infrastructure to AWS/Azure?

richms

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#1721445 16-Feb-2017 16:56

erik:

I hear you .... Been with Snap since 2008 and loved them. It's been a struggle with 2 Degrees and my VDSL woes.

(In short: ADSL to VDSL resulted in crap connection. Got filter installed. Half a year of great connection. Now I'm getting half the speed and 2 Degrees isn't solving the issue but pointing to T&Cs. ) I'm definitely outta here as well.

That story sounds so familiar...

Richard rich.ms

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Trade NZ and US shares and funds with Sharesies (affiliate link).

solorvox

51 posts

Master Geek

#1721452 16-Feb-2017 17:16

dt: <p>Out of curiosity, how much data do you burn through a month? </p>

I'd guess between 50 and 200GB. I'm sure over 90% of that is my wife watching youtube in HD. My website got about 2200 hits last month and about 400MB in traffic.

UHD: What percentage of your connection do you claim as a business expense? I hope it is also only 10%. ;)

To be honest I never even bothered to claim it. I might change that this year with the extra costs involved.

My wife uses VPN to connect to her office and all her activity is done there. We don't accept or get phone calls from customers either. If it wasn't for the fact the policy prohibits it I doubt anyone would notice.

UHD: If you wanna conduct commercial activities on a residential line then you have to put up with the crappy SLA that ISPs have for residential lines too.

I've never asked 99.999% uptime or even expected them to get it done in a hour time frame. For over a week of continually calling them back to say the text messages they sending saying it was complete and fixed is far from acceptable for any service, even for residential service.

dt

1152 posts

Uber Geek
Inactive user

#1721622 16-Feb-2017 23:37

solorvox:

I'd guess between 50 and 200GB. I'm sure over 90% of that is my wife watching youtube in HD. My website got about 2200 hits last month and about 400MB in traffic

I'm gonna say that have nothing to worry about in terms of fair usage policy, you'll be perfectly fine.. I cant show you anything in concrete but only from experience.. We use a heck of a lot more than that at home and have never once heard a peep out of Orcon.

We are consistently over 500GB+ a month.. even have a few months of 1TB+..

btw good work on all that traffic to your site, thats gotta feel good :)

UHD

655 posts

Ultimate Geek
Inactive user

#1721626 17-Feb-2017 00:12

Not great but not unusual for residential service. The mentions of your wife being unable to work don't really get any sympathy from me.

Nebbie

458 posts

Ultimate Geek

Trusted

#1721737 17-Feb-2017 11:49

solorvox:
I'd guess between 50 and 200GB. I'm sure over 90% of that is my wife watching youtube in HD. My website got about 2200 hits last month and about 400MB in traffic

I run a huge number of things from my home connection I have my own VMWare Cluster running and 15 Virtual Machines for testing purposes and all sorts of things run from this connection, one could say this is commercial use. The Fair Use policy around Commercial use is more directed at SLA's for fault resolution and support, business connections get treated/looked at faster than residential lines you will find Business tech support operators know what PTR records are Residential tech support operators wont know unless they are a "Geek" like my self when I did helpdesk work in a time long long ago.

The average user on Fibre according to Chours is over 100gb now so your not far away from average usage, personally my usage sits around 1tb per month.

The Singing up process or Moving ISP's process is always painful and this happens to not just Orcon But all the providers, sometimes it goes well others it's a nightmare I've been though both scenarios myself. My only advice here is keep calm and put the pressure on keep calling in ask for updates if not ask for their manager.

---------------------------------------------------------------
Nebukadnessar

solorvox

51 posts

Master Geek

#1725290 23-Feb-2017 16:05

An update on this:

To date I have still yet to receive the promised call back form the orcon “retention” or cancellation department.

On the 16th I was told by bameron “flick me another PM once everything is working and I'll sort a credit out for you as an apology for the hassle. “

I sent him a reply on the 17th saying that I finally had my phone line and things appear to work. No reply back.

Today, the 23th I get my first bill from orcon. Not only have they billed me for the entire month at full price, they have over charged 50% more for the static IP and then double charged me for hardware delivery.

I’m going to be taking full advantage of their terms and conditions, item 29:

Just FYI to any others:

Fibre Guarantee

29. All Orcon Fibre plans come with the "Fibre Guarantee" which states that customers who are not happy with their Fibre connection 30-60 days post service activation can waive their early termination fee. If customers are not happy with their Orcon Fibre plan and wish to get their ETF waved then they must (1) contact Orcon within 30-60 after the Fibre connection has been activated at their property and (2) with a legitimate reason on why they are unhappy with the Orcon Fibre connection at their house. Any complaints outside of this timeframe will void the fibre guarantee. Only standard early termination fees will be waived, no additional charges, fees or service charges will be waived under any circumstances. Fibre guarantee valid for new Orcon customers only.

michaelmurfy

meow
13257 posts

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#1725312 23-Feb-2017 17:08

Hey take a look at Voyager. Their business plan is pretty cheap if it is used for business and they're also an excellent ISP.

Michael Murphy | https://murfy.nz
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solorvox

51 posts

Master Geek

#1725316 23-Feb-2017 17:28

michaelmurfy: Hey take a look at Voyager. Their business plan is pretty cheap if it is used for business and they're also an excellent ISP.

Hi, I did and unless I'm missing something, I see voyager business was $599/mo for 200/200 Fibre unlimited?

I then checked Vodafone, they can't do faster than 100/50 for business when you require a phone line (Voip).

Spark has $245/mo for gigabit business fibre, HOWEVER, their sales rep told me they cannot install business fibre into a residential address! And agreed their fair use prohibits business use on residential plans.

The rep told me to use Spark residential and they shouldn't even notice my "business" use on it. I'm just not very comfortable with breaking policy that says they can cancel my service if they discover that.

michaelmurfy

meow
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#1725416 23-Feb-2017 21:46

$154/mo for 200/200 unlimited via Voyager with VoIP (1 line - can request more if required), router rental and everything to get going on a 12mo contract else $164/mo on a 12mo contract. They'll also assist with IVR's etc if required. Not sure where you got the $599 figure from unless if you were looking at large business :)

https://voyager.nz/order?bundle=business-unlimited is the link you need.

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