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19 posts

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#895823 15-Sep-2013 12:24
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JasonNemesis: I do have to say, aside from the presence of a few employees on geekzone, Orcon has some of the worst customer service I have come across. The status page on the website only appears to be updated with occasional major issues, rather an being the first place to go if you are experiencing any issues. The Helpdesk is pathetic - I had a call the other day regarding my complaints about the international speeds, apparently they were waiting for me to run the diagnostics tool - only I had done that a week earlier and they had somehow missed the results. I have had no feedback from them over this issue, other than a vague email saying that things should be sorted now.
What is the problem with having a little more transparency? No one is expecting your service to be perfect, but if there is an issue that could affect people, even for 10 minutes, what is the harm in posting something on the status page? That would go a long way to telling people that you are at least aware of the issue and attempting to do something about it? We as customers should not have to resort to 3rd party forums to work out what is going on.

Guess you've never dealt with slingshot/callplus...

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  #895824 15-Sep-2013 12:25
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My issue with the international speeds was brushed aside by the tier 1 Helpdesk staff, until I commented that they had in a very roundabout way confirmed that there was nothing wrong with the line and the CPE, and that the problem was with their capability to provide adequate bandwidth to the customers, except in off-peak times. He only response from tier 2 was a templated response to run the diagnostics tool.

 
 
 
 


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  #895833 15-Sep-2013 12:54
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variable: I am currently having internet down, tried resetting modem not not helping, tried looking at orcon status page, no problem reported.


The team are in and working on this, we have just failed over to our Wellington DNS servers. This issue would have been more visible if a new thread had been started....




Regards FireEngine


124 posts

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  #895837 15-Sep-2013 13:08
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FireEngine:
variable: I am currently having internet down, tried resetting modem not not helping, tried looking at orcon status page, no problem reported.


The team are in and working on this, we have just failed over to our Wellington DNS servers. This issue would have been more visible if a new thread had been started....


My intention of posting here is to see if anyone else has the same problem since a lot of people subscribe to this thread. I would imagine you guys would have some monitoring like nagios constantly pinging the vital services and would be alarmed if there are any timeouts.

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  #895838 15-Sep-2013 13:09
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Last time i found the DNS servers were down I submitted a Helpdesk ticket with Orcon with the specifics I had found, after not seeing anything on the network status page. I assumed this was e thing to do, but gathered you have 100 others doing the same when there is a problem.

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  #895839 15-Sep-2013 13:11
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variable:
FireEngine:
variable: I am currently having internet down, tried resetting modem not not helping, tried looking at orcon status page, no problem reported.


The team are in and working on this, we have just failed over to our Wellington DNS servers. This issue would have been more visible if a new thread had been started....


My intention of posting here is to see if anyone else has the same problem since a lot of people subscribe to this thread. I would imagine you guys would have some monitoring like nagios constantly pinging the vital services and would be alarmed if there are any timeouts.


Yep - just emphasising that this thread is rapidly becoming a "something is broken" thread. There is an Orcon DNS thread open and faster feedback can be given if the thread is obviously related to a current issue.




Regards FireEngine




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  #895848 15-Sep-2013 13:35
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FireEngine: Yep - just emphasising that this thread is rapidly becoming a "something is broken" thread.

Actually, I've thought for a while now it had become the "moan about Orcon" thread.  Not at all what I had intended when I first asked a question back in Feb about a specific website/routing issue.

I'm truly amazed that this thread is still going strong 7 months later...  :-)

 
 
 
 


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  #895857 15-Sep-2013 13:54
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jamesrt:
FireEngine: Yep - just emphasising that this thread is rapidly becoming a "something is broken" thread.

Actually, I've thought for a while now it had become the "moan about Orcon" thread.  Not at all what I had intended when I first asked a question back in Feb about a specific website/routing issue.

I'm truly amazed that this thread is still going strong 7 months later...  :-)


I think the mods should lock this thread personally.




Regards FireEngine


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