LLU Headaches

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435 posts

Ultimate Geek

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#123956 16-Apr-2008 11:02

Well it's day 5 now and still no phone since it died on Saturday.

Duncan, surely it doesn't take 5 days to diagnose and fix a dead phone line!

On the positive side my data connection has been a lot more stable. Thank you.

Also thank you for getting the ring pattern changed, it fixed the problem with the pabx on the other connection.

duncanblair

248 posts

Master Geek

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#124355 17-Apr-2008 11:49

Hi Rhysb,

I understand that we have a technician ordered to visit you (if they haven't already). Apologies for the delay in getting someone out.

cookernz

22 posts

Geek

#124806 18-Apr-2008 16:49

Not discounting other peoples troublesome experiences. However, I am on the Mt Albert exchange and have had a very smooth time being added to the Orcon+ network. To top this off, this morning I got a letter in the post from Orcon saying that I would be receiving a full months credit on my first bill because I may of experienced issues. Stoked! 10Gb @ 10Mbit for free :)

I hope your guys issues get fixed up soon.

rhysb

435 posts

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#125210 21-Apr-2008 09:28

Well it took 6 days to get my phone sorted, but it's back on now and working well. Apparently the port had fried at the exchange.

It's a bit troubling though that it takes 6 days to get a problem diagnosed and fixed. Maybe something that you should look at Duncan, to ensure that it doesn't happen to others.

Broadband has been going great without a single reset since Thurs last week. Yay!

Duncan are you able to give Tom a prod on getting my numbers transferred. I'm not having much luck and it's costing me to have Telecom hold the number and forward the calls.

sumantw

4 posts

Wannabe Geek

#125889 23-Apr-2008 14:07

And so, I join the ranks of those with the weird problems on the new orcon plans. Got my connection last monday and the connection has been unbelievably crazy since.

My disconnection
2008-04-15: 10
2008-04-16

2008-04-17 : 13
2008-04-18 : 11

2008-04-19 : 18
2008-04-20 : 16

2008-04-21 : 44

2008-04-22 : 16

I have done speed tests and on each consecutive speed test i get upload results like 49, 1530, 249, 64, 2300, 212 (kbps). The speeds a completely irregular.

I have called the call centre every day, and I get assured every day that its going to be done by the evening or next day and I will definitely get a call by the evening to let me know whats happening. I have not received 1 single call.

Today they teck help guy says he has no idea why no work has been done on my connection yet! and yes, he too will call me by this evening to let me know whats happening.

I do realise there will be teething issues and I have no problem in helping out where i can, but atleast get someone fixing the problem 8 days later.

sumantw

4 posts

Wannabe Geek

#126025 24-Apr-2008 07:58

Yes, I finally received a call from the Orcon Tech help desk.
They are going to send a technician home to have a check. But guess what, if there is a fault with the modem, SUPPLIED BY ORCON, I have to pay $81 to the technician. How does that work?
It could be an interesting business model. Supply everyone with faulty modems, send Orcon technicians home and charge the customer $81. Well done Orcon.

Im going to have to take this issue up.

Duncan, any explanation please?

duncanblair

248 posts

Master Geek

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#126075 24-Apr-2008 11:14

sumantw: Yes, I finally received a call from the Orcon Tech help desk.
They are going to send a technician home to have a check. But guess what, if there is a fault with the modem, SUPPLIED BY ORCON, I have to pay $81 to the technician. How does that work?
It could be an interesting business model. Supply everyone with faulty modems, send Orcon technicians home and charge the customer $81. Well done Orcon.

Im going to have to take this issue up.

Duncan, any explanation please?

Sorry, I think that our agent may have been a little confused with this one. If in your case it is a faulty modem we will happily replace it, but if it is we should have diagnosed that before sending a tech out.

It costs a lot of money to send a tech out, so it is really a last resort. Obviously we have to pay the techs whether they find a fault or not. The kind of situation we are trying to avoid is sending a tech out without having done adequate trouble shooting, only to discover that the reason the customer can't get online is that they haven't got the modem plugged in, or they have mistakenly whittled the ethernet plug down so that it will fit in the RJ45 socket (these things have happened in the past).

It is in everyones best interests to resolve as many faults as possible without sending out a tech. As soon as we do it adds at least 1 working day to the fault resolution process - which is obviously not ideal for anyone.

So, in sum, we reserve the right to charge the customer a 'no fault found' fee in the event that it is deemed that the user has not carried out the troubleshooting adequately.

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sumantw

4 posts

Wannabe Geek

#126200 24-Apr-2008 18:58

Thank you for the reply Duncan.

sumantw

4 posts

Wannabe Geek

#127068 29-Apr-2008 15:11

Its all sorted and all working now! Much faster

Im getting between 16000Kbps - 17000kbps on nzdsl
On speedtest.net im getting around 5500kbps

Tests with overseas servers are slower, averaging between 2500 - 3000kbps.

tbnz

67 posts

Master Geek

#128945 6-May-2008 21:12

Oh dear, i'm very worried.

Today my phone started ringing with the weird ring that it did for two weeks when i first signed up to the new LLU service.

It does the long ring, long pause, like an American phone system.

I have a sinking feeling that all my issues will come back now and i'll start to be without the internet / phone for days at a time.

Fingers crossed that it dosn't happen!

LennonNZ

2459 posts

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#129099 7-May-2008 12:31

tbnz: Oh dear, i'm very worried.

Today my phone started ringing with the weird ring that it did for two weeks when i first signed up to the new LLU service.

It does the long ring, long pause, like an American phone system.

I have a sinking feeling that all my issues will come back now and i'll start to be without the internet / phone for days at a time.

Fingers crossed that it dosn't happen!

This issue has been resolved a while ago and you should have New Zealand ringtones instead of Amercian Ring Tones.

Thanks

Craig Whitmore
Senior Systems Administrator
Orcon Internet Ltd

bazzer

3438 posts

Uber Geek

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#129171 7-May-2008 16:31

I am having a number of minor technical difficulties with my phone. I've been putting off calling as I doubt the CSRs will be of much help (no offense intended to them). I just think these things are likely configuration issues that they have no knowledge about. Would it be appropriate to post here, or PM you? Or maybe I should just send a support email in?

duncanblair

248 posts

Master Geek

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#129314 8-May-2008 10:55

Hi bazzer,

Your best bet is probably to email the support team - they should be back to you pretty quickly (usually same day).

bazzer

3438 posts

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#130802 14-May-2008 09:55

Maybe I used the wrong process? I used the support system here to send an email on probably Thursday or Friday but I haven't heard anything back yet. Is there a direct email address I can use?

duncanblair

248 posts

Master Geek

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#130862 14-May-2008 13:54

bazzer: Maybe I used the wrong process? I used the support system here to send an email on probably Thursday or Friday but I haven't heard anything back yet. Is there a direct email address I can use?

That should have worked, did you get an automated response with a support ticket ID?

If not, try emailing support (at) orcon.net.nz

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