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2 posts

Wannabe Geek

#129530 18-Sep-2013 19:31
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After 7 years with Orcon, I asked them why only 2Megabits/sec download? They agreed given my Auckland CBD apartment is next to the cabinet, 10Mbit/sec would be more reasonable. Orcon told me the Chorus technician visited my place and advised "it's as you are on the Orcon DSL equipment all the way back at the exchange, you need to move your connection to the Chorus equipment at the cabinet."

Orcon said they could do this for me at the same $89/month provided I signed up for Genius. Philip from technical support at Orcon said it would only take 15 minutes from turning the old system off until they connected the new system and I could plug in my new Orcon Genius modem. Orcon posted the modem to the wrong name and partially wrong address, but I got it eventually. On the scheduled date the ADSL and phone line went dead, but no new service! No ADSL signal or sync on the line at all. My genuis modem shows a red light for ADSL sync - nothing there.

Two days later my line is still dead. . I call every morning, afternoon, and evening. Orcon say on Tuesday a Chorus technician attended but my 'line was not stable' so they needed to come back for more testing. Orcon say a Chorus technician called me this morning Wednesday at 8am and left me a voicemail when they attended at my apartment as well. However Orcon are never able to advise in advance when the Chorus technician will come. Also I never received the voicemail from Chorus and Orcon tell me they don't have any record of what number they gave Chorus - Orcon don't have a record of giving Chorus any number for me at all. Orcon said this afternoon they had now passed on my correct number to Chorus to contact me but all I can do is wait.

I need to advice about whether I will get my broadband reconnected faster by a) keeping on trying to get Orcon to fix my problem, or b) calling another ISP (eg Telecom offer VDSL at my address) and starting over with them. I got Orcon to agreed upfront to no term contract with them associated with this changeover to their Genius system if I am forced to go elsewhere.


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1217 posts

Uber Geek


  #897962 18-Sep-2013 19:56
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Sorry to hear about this, can you pm me your account details and we will get straight onto sorting this out - thanks for giving us the chance to...

Regards FireEngine


2 posts

Wannabe Geek

  #898704 19-Sep-2013 20:14
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Thanks for your calls and help today Orcon. Everything is now working just the way it should. The mistake was that you (Orcon) scheduled to turn off my old service in your computer on the *estimated* date that you thought Chorus would come and switch over my wiring, even though Chorus had yet to visit my premises. Chorus came today and switched over the wiring in the cabinet to support the new service. My new service is up and working now. Also the new service (on the Chorus DSLAM in the cabinet on my street) is much faster than the old service (where the copper ran back to the Orcon DSLAM all the way back at the exchange). I now get a 10Megabit/second result on Speed Test, compared to 2.8Megabit/second before. So we achieved what we originally set out to.


1217 posts

Uber Geek


  #898707 19-Sep-2013 20:26
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Good to hear, generally we work on the dates Chorus give us but occasionally a date changes and the update gets missed/delayed etc. Sorry for the inconvenience, glad it is all sorted. 

Regards FireEngine

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