New UFB plans

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29 posts

Geek
+1 received by user: 1

#1428783 16-Nov-2015 11:40

Contacted Orcon support again - I'm told phone should be back this afternoon.

Funnily for a while there I could make calls (not receive them) but the caller ID at the other end looked like I was phoning from work - I guess related to having my work number loaded in their system. That seems to have stopped working now.

elpenguino

3577 posts

Uber Geek
+1 received by user: 2939

#1428931 16-Nov-2015 14:28

My home phone is giving engaged signals, so something has happened.
No one is home to reboot the N4FV so I will have to wait and see.

Most of the posters in this thread are just like chimpanzees on MDMA, full of feelings of bonhomie, joy, and optimism. Fred99 8/4/21

lNomNoml

1842 posts

Uber Geek
+1 received by user: 521

ID Verified

#1429093 16-Nov-2015 18:43

hangon:
lNomNoml: Just ordered the new plan now, was told I will be sent a new modem in 2 days (sending the old one back) and can expect it to upgrade in 5 days.

is this expectation realistic?

made my call on 29 Oct still waiting for Modem...

Only got confirmation today that it will be installed the 23rd. A week after the order was put in, so not too bad at all.

MadEngineer

4591 posts

Uber Geek
+1 received by user: 2570

Trusted

#1429095 16-Nov-2015 18:45

Reply # 1419854 3-Nov-2015 14:17:

MadEngineer: Finally got through to the help desk and they advised the change can take up to 10 days as its a new plan.

+1 for JWRs experience. On hold music is definitely too loud, be it from my landline or cell phone.

Due to the distance to the helpdesk there's that annoying delay typically experienced on international phone calls where you can end up talking over each other. This isn't the same complaint as JWR where they seemed to be avoiding questions.

On a positive, I appreciated the call back to my cell phone after I hung up as I had run out of time at home in my lunch break waiting on hold and had to leave.

So that was 13 days ago. I rang again today and after being transferred a bunch of times, being hung up on and having to repeat my request to the next person I hung up after waiting to get through to the fiber team. Those that I did manage to speak to could see that I've requested to be placed on the new plan, then proceed to ask what plan I want to go on, then when I ask why it hasn't happened yet I get told they can see my request but it hasn't been put through yet ... go figure that one out.

So I've submitted the request through their online form [#12447502] - hopefully I have some luck there.

Also, regarding the phone volume, the voice that suggests I try self help on the fibre phone queue is so loud that it's distorted.

You're not on Atlantis anymore, Duncan Idaho.

MadEngineer

4591 posts

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+1 received by user: 2570

Trusted

#1429131 16-Nov-2015 18:57

Hmm, just found an email sent today that is basically a new account setup?

Welcome to your new Orcon fibre plan.
Hi there,

Thanks for selecting a new Orcon fibre plan. Good move!

Your new plan will sit on our brand new customer platform, so there are a few things you need to do and be aware of.

Things you need to do:

- Plug in a new modem. Because your new plan is on a different technology platform, your modem needs to be configured differently. We'll send you a new one. On the date you are moved to the new plan (we'll text and email you the date when we have this confirmed) your internet will stop working. Simply swap out the modems then and you'll be away on the new plan. Please don't do it before this date!

- Send your old modem back: We'll send you a return bag and instructions, if you could send it back ASAP, that would be great.

- Payment method: If you pay by internet banking you will need to change the reference to your new Orcon account number (21024118). For other payment methods (Credit Card / Direct Debit), you will need to check My Orcon to confirm payment method has been setup correctly (My Orcon – Payment Details).

- Set up: you'll need to set up a new My Orcon password, using your email address as your username. This will give you access to your order updates, usage info and payment details. Use the button below - it's really quick and easy.

Key things to know
- You'll be assigned a new Orcon account number ().
- You'll get a new billing date (we'll confirm this after you have been moved to the new plan)
- Any balance on your old account will be transferred to your new account
- This order will essentially be treated like a new order and go through our new order process. You'll get emails and texts about important dates and updates, much like your initial sign up.
- Genius Go will not work in the new customer platform, however we are working on getting it going. We'll advise you early 2016 when this service is available.

If you need a hand with anything, please use the new fibre number - it's 0800 13 33 33.

Thanks again for your order.

Kind regards,

The team at Orcon

You're not on Atlantis anymore, Duncan Idaho.

spfenwick

29 posts

Geek
+1 received by user: 1

#1429209 16-Nov-2015 20:29

Still no phone. I was out tonight so my wife tried to contact Orcon but couldn't get through.

I'm considering options to escalate. Orcon don't exactly make themselves easy to contact.

Dyson

Shop now for Dyson appliances (affiliate link).

spfenwick

29 posts

Geek
+1 received by user: 1

#1429230 16-Nov-2015 21:00

I've just submitted the following to Orcon:

Please consider this a formal complaint, prior to my contacting Telecommunications Dispute Resolution.

I was switched across to your 100/20 fibre plan (as I had requested) on Thursday 12 November. After this I had no phone and no internet service.

After 8 calls to Orcon support the internet service was restored on Saturday morning, and I was told you would be able to restore the phone service on Monday (today).

That has not happened. Four days after lodging the fault report and after 11 calls to your support line I am still without a phone service.

There is no physical fault. The problem is solely with Orcon's configuration of my service so there is no excuse for the delay.

The provisioning of my service had multiple errors, and Orcon does not appear to have a functioning support process. The Consumer Guarantees Act requires a service to be "carried out with reasonable care and skill", which you have clearly failed to do.

If I am to continue with Orcon as my ISP I will require:

- My phone service to be restored immediately.

- An assurance that a suitable support process has been implemented so I will not be faced with a similar debacle in the future.

We'll see what comes of it.

linw

2893 posts

Uber Geek
+1 received by user: 1205

#1429262 16-Nov-2015 21:55

I'm really nervous now as I got a message to say my order has been received.

(@Orcon, Please don't action it till the support/provisioning procedures are sorted).

Like you experienced, I was asked to login without being told my username was my email address NOT the new username they set up on the 10th. Grrr.

Just not good enough.

System

521 posts

Ultimate Geek

#1429267 16-Nov-2015 22:20

Quick question regarding these new plans, we have been on fiber for over 12 months now so are now out of contract. Are we able to change to one of these new plans without having to go onto another 12 month contract?

PC: 3.3ghz Core i5-2500, 8gb DDR3, ATI Radeon 5850, 27" QHD IPS Monitor

Mobile Phone: iPhone 5 32gb Graphite.

linw

2893 posts

Uber Geek
+1 received by user: 1205

#1429268 16-Nov-2015 22:25

No. A new contract is required.

elpenguino

3577 posts

Uber Geek
+1 received by user: 2939

#1429396 17-Nov-2015 09:19

elpenguino: My home phone is giving engaged signals, so something has happened.
No one is home to reboot the N4FV so I will have to wait and see.

oh no, old modem doesn't work.
new modem doesn't work. No phone , no internet

NO INTERNET !!

A support call has been opened.
Note to self: remember, early adopters pay in sweat tears and blood

Most of the posters in this thread are just like chimpanzees on MDMA, full of feelings of bonhomie, joy, and optimism. Fred99 8/4/21

Mighty Ape

Shop now at Mighty Ape (affiliate link).

spfenwick

29 posts

Geek
+1 received by user: 1

#1429397 17-Nov-2015 09:20

Had a quick look at the modem settings this morning. Looks like the provisioning team has stuffed up a second time since the phone number in the SIP settings is still wrong.

On the phone to Orcon again...

linw

2893 posts

Uber Geek
+1 received by user: 1205

#1429480 17-Nov-2015 10:42

Bloody appalling. I am REALLY worried now as my switchover date is the 20th.

Please, everyone, pray for me.

spfenwick

29 posts

Geek
+1 received by user: 1

#1429495 17-Nov-2015 11:06

elpenguino: NO INTERNET !!

Welcome to the club. I hope you logged the support call with 0800 133 333. In my case the Chorus config was all correct so once I spoke to the right person he was able to sort the internet out pretty quickly.

Then came the phone issues...

spfenwick

29 posts

Geek
+1 received by user: 1

#1429826 17-Nov-2015 17:53

A factory reset on the modem when I got home finally got the phone working.

That's 6 days with no phone. Not because of any physical fault, just Orcon's incompetence. I'm still waiting to hear from Orcon what they propose to do to put this right.

Good luck to everyone else.

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