minimum service expectations

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › minimum service expectations

trakman

162 posts

Master Geek

#100891 20-Apr-2012 11:33

joining orcon very soon, where does their buck stop for guaranteeing reasonable speed?
I'm worried if they're happy with the speeds I will get and I'm not...

I recently disconnected my new Telecom connection after 8 days of waiting and finally getting connected.

the tech had to come out twice, first time after he said it was connected, but when I checked there was no dial tone/adsl. Second time he came out he managed to connect it this time but the speeds were just beyond usable:

1.5Mbps down from the US, 2.5Mbps down from the UK and 5.8Mbps nationally.
I used to get 16-18Mbps from Orcon.

Nothing has changed with my home wiring but everyone seems to scream that on the forum.
I have a feeling that the Chorus tech muffed it up, as someone also suggested as well.

How many times should I expect Orcon to get a Chorus tech back out to fix slow speed if my new connection is still shoddy like it was with Telecom? Maybe the connection that chorus tech made wasn't a good one.. do they have a policy of testing before they leave?

-I am expecting to get around 12-16Mbps for sync rate, considering my distance from the exchange and line stats.

Can any Orcon employees indicate on the current new connection wait times?

thanks dudes.

trakman

162 posts

Master Geek

#612325 20-Apr-2012 11:36

I guess I got burnt and now I'm super cautious.

trakman

162 posts

Master Geek

#612333 20-Apr-2012 11:57

what is the technical difference between 'Broadband & Phone' and 'Orcon Genius'
i.e. is one a faster/better quality connection?

networkn

Networkn
32349 posts

Uber Geek

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Trusted

Lifetime subscriber

#612334 20-Apr-2012 11:59

I would recommend you expect a minimal level of service and support, this way you won't be dissapointed :)

HowickDota

423 posts

Ultimate Geek

#612380 20-Apr-2012 13:49

Orcon genius is their naked dsl service, as in without the homeline.
Broadband and phone is just as the name suggests.

trig42

5809 posts

Uber Geek

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#612383 20-Apr-2012 13:55

I don't imagine your speeds with Orcon will be any better than they were with Telecom, as in most cases your data will be travelling over the same copper to the cabinet, and most speed issues (if you are close to a DSLAM) are caused by your home wiring.

I don't think any particular ISP is any slower than another - all things being equal with regards your wiring/line. With Telecom's recent doubling of data (effective May 1), they are actually a pretty good deal.

NonprayingMantis

6434 posts

Uber Geek

#612384 20-Apr-2012 13:59

if the chorus tech screwed up your connection somehow, then moving back to Orcon most likely won't make any difference.

WrEK

86 posts

Master Geek

#612442 20-Apr-2012 15:30

Best to discuss all your questions with the Orcon sign up team.

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Ragnor

8218 posts

Uber Geek

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#612445 20-Apr-2012 15:33

There is actually no guaranteed minimum speed or reliability, residential broadband is a best effort service.

Most ISP's will do their best to resolve obvious faults/problems. However there are lots of variables involved so you need to temper your expectations of how quickly a fault can be found/resolved.

In your case a large drop in sync rate drops compared to what you'd expect based on the line distance/attenuation and compared to your previous connection rates should be a fairly obvious & fixable fault.

I think you may have just been unlucky with the two tech's you've had so far, my advise would be to keep trying.

Also you think we may be banging on about it a bit it needs to be said:

Statistically it's far more common for the fault to be in the internal home phone wiring rather than the external wiring back to the exchange/cabinet.

The internal wiring is your responsibility (or the owner/landlords), if it turns out to a fault internally and you've been blaming the ISP and Chorus you're going to have a red face.

My advice would be to double check the internal wiring is good. If you know for sure internal wiring is not the issue you can feel justified in being persistent with the ISP that they need to get Chorus to fix this problem on the line from your house to the cabinet/exchange.

trakman

162 posts

Master Geek

#612453 20-Apr-2012 15:47

thanks Ragnor, I could do to temper my patience as well...
I am pretty impatient at the best of times :S

Ragnor

8218 posts

Uber Geek

Trusted

#612455 20-Apr-2012 15:48

If need be spend the modest amount of money to get Coffeebaron to install a DSL master filter and check your internal wiring.

At worst you will get a minor 0-2Mbit boost in the line rates, at best you could completely eliminate the problem.

http://www.geekzone.co.nz/user_public.asp?user_id=24485

mattwnz

20141 posts

Uber Geek

#612475 20-Apr-2012 16:15

Ragnor: There is actually no guaranteed minimum speed or reliability, residential broadband is a best effort service.

Most ISP's will do their best to resolve obvious faults/problems. However there are lots of variables involved so you need to temper your expectations of how quickly a fault can be found/resolved.?

In your case a large drop in sync rate drops compared to what you'd expect based on the line distance/attenuation and compared to your previous connection rates should be a fairly obvious & fixable fault.

I think you may have just been unlucky with the two tech's you've had so far, my advise would be to keep trying.

Also you think we may be banging on about it a bit it needs to be said:

Statistically it's far more common for the fault to be in the internal home phone wiring rather than the external wiring back to the exchange/cabinet.

The internal wiring is your responsibility (or the owner/landlords), if it turns out to a fault internally and you've been blaming the ISP and Chorus you're going to have a red face.

My advice would be to double check the internal wiring is good. If you know for sure internal wiring is not the issue you can feel justified in being?persistent?with the ISP that they need to get Chorus to fix this problem on the line from your house to the cabinet/exchange.

Not sure if that is so if you get a 'home business' connection with telecom, which I believe is/was the same price as a residential one.

kyhwana2

2566 posts

Uber Geek

#612517 20-Apr-2012 17:22

If you end up on !EUBA, ~32-128? (usually 48, I think) kbit/s.
Enjoy!

pageweon

393 posts

Ultimate Geek

#612519 20-Apr-2012 17:22

just as a quick note, the fact that there is a cabinet near you does not guarantee that you are actualy on that cabinet, your speed drop could be because of a cabinet change.

and as another note, the speeds you have quoted there dont sound so bad atleast for an adsl1 connection

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