When I first signed up there pretty much wasnt any ( And I love that there was no need for it ). They provided all the information I needed to configure my internet ( back then it was still just an adsl modem (single port router? lol )) and email smtp etc. I setup my router myself and there were zero issues. Ive had less than 4 outages ( none longer than 12 hours ) in the entire time ive been with them and speed has been excellent without being spectacular. The closest they had to support were some rarely visited forums.
What I dont understand is why they see the need to contract the people reading thru the list of how to reset your router and pray an automated configuration will somehow work. Personnally, I much prefer the old way. Just tell me what the settings need to be and I will set it up. I really really dont want to spend an hour waiting for someone to work through different ways to reset my router after waiting 20 mins for someone to pick up the phone at thier end. I can reset the router myself in 90 seconds and It didnt work for me either.
In the end I took educated guesses at what the settings should be and set it up myself. I regret calling Orcon now because really, that phone call was a waste of time. I do feel sorry for anyone who isnt a geek and has to deal with that service in order to get connected.
Orcon used to be an isp for geeks. By trying to add some customer support theyre annoying the mainstream and geeks alike. Contracting support out is a waste of money that I would rather see them spending on making sure my connection is the fastest on whatever game server I am killing on.