Your experience with Orcon business technical/support

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Your experience with Orcon business technical/support

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3892 posts

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#502702 6-Aug-2011 11:18

freespace: Question is still open, what's your experience with Orcon business technical/support?

Ok, I'll bite...

First I want to say that it's fantastic Paul is there now! :)

Paul was great at Telecom and to see one of the more open tech people in the country move to Orcon can only be good.

My first contact with Orcon was frustrating as hell but once I got some traction, with contacts, I found them much easier to deal with than other providers.

Orcon, by my observation are gaining much better traction with bringing more 1's and 0's to a third network of providers, which is fantastic news for the country. Kordia, Orcon, FX --> "strBunchOfLocalIPS's"

So now we have:

* Telecom Network --> Resellers etc...
* Telstra Network --> not totally sure...
* K.O.F Network --> strBunchOfLocalIPS...

Everyone has big problems...

strBunchOfLocalIPS are expanding quickly, but it hurts their customer service because they overwhelm them selves from time to time. They also have problems with the sort of 'alternative' people they tend to be and the sorts of 'alternative' customers they often attract.

Telstra has conflict with having overseas call centers and currently seems to be very political.

Telecom, well where would you start... their biggest issue is that they're resizing. That started out 20 years ago with 100% market share and the only direction they're heading is down. Eventually they'll find market balance, but that will take time and they're still not there.

But to get back to Orcon, they're tech staff take part openly on many many global mailing lists and are open communicators.

They're picking up some top staff (Paul you can take the compliment there! :) )

In my view, everyone is a bit fragile in the industry currently and UBF and RBI are not helping as much as hindering though in the long term those initiatives may be good for consumers.

To my way of thinking, Orcon are just the same as dealing with any business to business service provider.

If you want to get good service then you have to have a good relationship with a range of the people in the company, not just expect you can ring 0800 orcon-biz and get a uber helpful person on the phone who will go an extra mile for someone he/she doesn't even know.

/((2c *1.15)*3.5%CPI)+P&P --> You own me $500 for my comments.

Promote New Zealand - Get yourself a .kiwi.nz domain name!!!

Check out mine - i.am.a.can.do.kiwi.nz - don@i.am.a.can.do.kiwi.nz

ptinson

677 posts

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#502704 6-Aug-2011 11:24

PeterHill: As Paul (thnk you for your prompt attention Paul) has indicated things have moved on this morning and finally a techie in Orcon familiar with what was required made the require changes in literally seconds. The frustration for me is that I have been trying to get this addressed since Wednesday 3rd August and my websites and email accounts have been down since that day.

I should have been able to make the changes myself but when I attempted to access the domains via the iSERVE Management tool I received the error:
"There was a problem getting the details for the specified domain or the domain does not exist under this Registrar."

I have PM'd you about this as well.
Again, it should have been a simple NS record change.
As for the IDM error, I cant do much until Monday as it may require a developer to take a look and I dont want to over commit on something that could be a mare.

I will let you know where we get to with it next week though.

Paul

meat popsicle

ptinson

677 posts

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#502705 6-Aug-2011 11:27

DonGould:

/((2c *1.15)*3.5%CPI)+P&P --> You own me $500 for my comments.

Thanks well wire it to your caymen islands account:P

Paul

meat popsicle

Sounddude

I fix stuff!
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2degrees

Lifetime subscriber

#502711 6-Aug-2011 11:54

DonGould:

Ok, I'll bite...

First I want to say that it's fantastic Paul is there now! :)

Paul was great at Telecom and to see one of the more open tech people in the country move to Orcon can only be good.

What about me! :P

:(

DonGould

3892 posts

Uber Geek

#502729 6-Aug-2011 13:42

Sounddude: What about me! :P

Yes, you're welcome to deposit another $5000 into my Caymen account as well.... do you still have the account number? ;)

Promote New Zealand - Get yourself a .kiwi.nz domain name!!!

Check out mine - i.am.a.can.do.kiwi.nz - don@i.am.a.can.do.kiwi.nz

humvee

196 posts

Master Geek

#504923 11-Aug-2011 11:47

Is anyone still using Iserves/Orcons Cloud Servers.

How are you finding support for them?

Ever since they rebranded the cloud hosting to Orcon I have felt like I am hitting my head against a brick wall with every single support issue, On a number of occasions I have emailed, phoned, website formed, rung other phone numbers, Only to never have replys to emails and website messages and to have every phone call answered by someone who does not know anything and says some one will call me back soon - and they never do.

Is Orcon/Iserve Cloud hosting a abandoned product that you no longer support or care about or train your staff in?

nate

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#504952 11-Aug-2011 12:53

humvee: Is Orcon/Iserve Cloud hosting a abandoned product that you no longer support or care about or train your staff in?

The product was crap when it was under iServe, even worse under Orcon. We long ago dropped them and switched providers.

edit: I even had a blog post here on Geekzone promoting iServe's cloud offerings - I've since deleted it.

Sharesies

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humvee

196 posts

Master Geek

#504971 11-Aug-2011 13:37

If you dont mind me asking who did you chose to provide a suitable/equilivent alternetive service

nate:
humvee: Is Orcon/Iserve Cloud hosting a abandoned product that you no longer support or care about or train your staff in?

The product was crap when it was under iServe, even worse under Orcon. We long ago dropped them and switched providers.

edit: I even had a blog post here on Geekzone promoting iServe's cloud offerings - I've since deleted it.

freespace

16 posts

Geek

#505223 11-Aug-2011 21:27

Update - my experience with Orcon is still rated as poor.

A month after Orcon deleting DNS records and then, 3 days later, deleting all client website details/code I have had to rely on getting site details back from the original developer. Orcon claim none of the data requested is available on backup even though the problem was raised less than 24 hours after deletion.

I will never recommend a client to use Orcon/IServe/Kiwi Web Hosting for any purpose and will be actively working to move existing clients to other providers.

In regards to other cloud service providers I have had positive experiences using http://www.onenet.co.nz for exchange hosting. They are a NZ company and also offer many other cloud/hosted services and could be worth checking.

Cheers

humvee

196 posts

Master Geek

#506914 15-Aug-2011 17:00

Update on IServe/Orcon support with my problem.........

Hang on what support ?????? there has been no support...... They still haven't returned my calls.... When I phone my calls just go to their "over flow centre" who cant help me. And guess what they do. They simply send an email to orcon asking them to call me. Yes that's right they just send an email to the same email address you or I would email for support. (I have tried emailing this address direct too) and they simply don't reply and don't return my calls

Rhodan

19 posts

Geek

#506952 15-Aug-2011 18:40

Hang on what support ??????

I'm having the same experience with Orcon "support" ... my ticket has been open since February this year, not once have they bothered to call me.

freespace

16 posts

Geek

#506971 15-Aug-2011 19:40

Thank god I'm not the only one, I thought it was personal!

If you are looking for contact details you could try the following Google search. You may need to go to the Google cached page for email addresses as they have obviously cleaned up their site...

site:orcon.net.nz staff_popup

I tried CC'ing a few of the 'big cheese' I found on this list but, no surprise, didn't get a response. Didn't expect one to be honest but had hoped that they would at least follow up with ops.

Zeon

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#506978 15-Aug-2011 19:59

Yea I wouldn't go with a company like Orcon for hosting. Even their Colo hosting sucks unless you have at least 1/3rd cabinet (impossible to get access at their unmanned DC). I'd go with a specialty hosting company, you guys should look at webslice or sitehost maybe?

Speedtest 2019-10-14

ptinson

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#507002 15-Aug-2011 20:43

If you PM me your ticket numbers i can look at the cases.
If its been open since February then i would suggest we raise new case.

I cant promise i will make your issue go away but i will take a look and let you know what is going on.

Paul

meat popsicle

humvee

196 posts

Master Geek

#507050 15-Aug-2011 23:14

ptinson: If you PM me your ticket numbers i can look at the cases.
If its been open since February then i would suggest we raise new case.

I cant promise i will make your issue go away but i will take a look and let you know what is going on.

Paul

The problem is I dont have a ticket #, I asked for one but apparently your overflow center cannot give ticket numbers. That is another problem I often have .... we cannot help without a ticket #. But given your over flow center does not give ticket numbers and when I email hostingsupport@orcon.net.nz I dont even get an auto response with a ticket #. I dont have a ticket number.

I do have a copy of the email your over flow center logged with you (this was the closest thing to a ticket I could get) I will PM this to you

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