Fibre upgrade headache....

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Fibre upgrade headache....

DrDee

269 posts

Ultimate Geek

#196273 25-May-2016 12:17

Firstly, the ability to NOT upgrade via the website is annoying, forced me to spend an hour on the phone and get really nowhere....

I had to 'explain like I was 5' to the operator that I wanted to 'upgrade' my current fibre speed, not start a new fibre account. Got put on hold, got transferred to someone else, got put on hold.

Asked a couple of fairly simple questions like: "With my usage, will I notice the change in upload speed between the 100/50 and 200/20 plans?", got put on hold for ten minutes and then "yes" was the whole answer...

Here is the kicker, I will have to sign up for 12 months contract and get a new modem (been with Orcon since day 1 of the UFB in Christchurch, even helped teething problems of the network with an Orcon and Enable rep in my lounge getting the settings right with the first gen genius modem) BUT not entitled to the first free month because I am a current subscriber. Hang on, you are treating me like a new customer, making me sign a new contract and getting a new modem but I get penalised for being with Orcon already?

So it looks like the 100/50 has been grandfathered to the 100/20 plan so ANY plan change is going to affect my upload speed unless I jump up to the 200/200 for a 50% price increase.

Such a simple task that should be able to be done with a couple of clicks on a website has become a painful task that now has me looking at alternative providers options because Orcon have given me no reasons to stay loyal...

//Rant over//

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#1559312 25-May-2016 12:17

Hello... Our robot found some keywords in your post, so here is an automated reply with some important things to note regarding broadband speeds.

If you are posting regarding DSL speeds please check that

you have reset your modem and router
your PC (or other PCs in your LAN) is not downloading large files when you are testing - you are not being throttled by your ISP due to going over the monthly cap
your tests are always done on an ethernet connection to the router - do not use wireless for testing
you read this topic and follow the instructions there.

Make sure you provide information for other users to help you. If you have not already done it, please EDIT your post and add this now:

Your ISP and plan
Type of connection (ADSL, ADSL2, VDSL)
Your modem DSL stats (do not worry about posting Speedtest, we need sync rate, attenuation and noise margin)
Your general location (or street)
If you are rural or urban
If you know your connection is to an exchange, cabinet or conklin
If your connection is to a ULL or wholesale service
If you have done an isolation test as per the link above

Most of the problems with speed are likely to be related to internal wiring issues. Read this discussion to find out more about this. Your ISP is not intentionally slowing you down today (unless you are on a managed plan). Also if this is the school holidays it's likely you will notice slower than usual speed due to more users online.

A master splitter is required for VDSL2 and in most cases will improve speeds on DSL connections. Regular disconnections can be a monitored alarm or a set top box trying to connect. If there's an alarm connected to your line even if you don't have an alarm contract it may still try to connect so it's worth checking.

I recommend you read these two blog posts:

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Lias

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#1559359 25-May-2016 13:22

I'm just gonna go out on a limb and say switch to Bigpipe, or if you really must have a landline, Spark.

I'm a geek, a gamer, a dad, a Quic user, and an IT Professional. I have a full rack home lab, size 15 feet, an epic beard and Asperger's. I'm a bit of a Cypherpunk, who believes information wants to be free and the Net interprets censorship as damage and routes around it. If you use my Quic signup you can also use the code R570394EKGIZ8 for free setup.

DrDee

269 posts

Ultimate Geek

#1559364 25-May-2016 13:37

Lias:

I'm just gonna go out on a limb and say switch to Bigpipe, or if you really must have a landline, Spark.

Thanks, was just on Bigpipe website, looks like I can get the 200/200 on Bigpipe for about $20 less p/m than the equivalent Orcon plan and don't need to sign any contracts to get it.

So even if I factor in the benefit (...but is it?) of the landline option, Orcon still wants to charge me an extra $10 p/m for the equivalent plan to have the security of a 12 month contract....

timmmay

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#1559366 25-May-2016 13:42

"With my usage, will I notice the change in upload speed between the 100/50 and 200/20 plans" is not a simple question. You've asked them to analyse your usage, which honestly done properly could take an engineer hours to work out. It's fairly common not to allow current customers benefits like one month free, which possibly make the first year's service a loss leader, though it's clearly not good for customer retention.

To me it sounds like you're being a little on the unreasonable side here.

DrDee

269 posts

Ultimate Geek

#1559378 25-May-2016 13:59

timmmay:

"With my usage, will I notice the change in upload speed between the 100/50 and 200/20 plans" is not a simple question. You've asked them to analyse your usage, which honestly done properly could take an engineer hours to work out. It's fairly common not to allow current customers benefits like one month free, which possibly make the first year's service a loss leader, though it's clearly not good for customer retention.

To me it sounds like you're being a little on the unreasonable side here.

Really? I didn't ask them to analyse and give me an exact figure, I use about 300GB a month and about 1/3 of that is upload. I don't think it is unreasonable to ask a provider if they think it will be slower for me?

And yes, it seems more beneficial to actually leave Orcon and then sign back up again.

I would be VERY surprised if one free month would turn a year into a loss leader or else they would have 24 month contracts or better ways of retaining customers.

michaelmurfy

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#1559383 25-May-2016 14:18

I am on 200/200Mbit with BigPipe (using an Edgerouter) and it is excellent. Just sign up, you won't regret it. $20 off in my signature.

Michael Murphy | https://murfy.nz
Referral Links: Quic Broadband (use R122101E7CV7Q for free setup)

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BigPipeNZ

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#1559393 25-May-2016 14:55

michaelmurfy:

I am on 200/200Mbit with BigPipe (using an Edgerouter) and it is excellent. Just sign up, you won't regret it. $20 off in my signature.

and.... since you already have UFB installed use UFBSWITCH as the promo code to get first 2 months free.

(you can do that on top of any referral link)

bigpipe.co.nz
https://www.facebook.com/BigPipeNZ
https://twitter.com/BigPipeNZ

Sharesies

Trade NZ and US shares and funds with Sharesies (affiliate link).

DrDee

269 posts

Ultimate Geek

#1559395 25-May-2016 15:03

BigPipeNZ:

michaelmurfy:

I am on 200/200Mbit with BigPipe (using an Edgerouter) and it is excellent. Just sign up, you won't regret it. $20 off in my signature.

and.... since you already have UFB installed use UFBSWITCH as the promo code to get first 2 months free.

(you can do that on top of any referral link)

Thank you, looks like I would be silly not to change.

bameron

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2degrees

#1559403 25-May-2016 15:15

Hi there, flick me a PM with your account info, I'm sure we can work something out for you to stick around. :)

DrDee

269 posts

Ultimate Geek

#1559418 25-May-2016 15:21

bameron:

Hi there, flick me a PM with your account info, I'm sure we can work something out for you to stick around. :)

Have sent PM

Jase2985

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#1559440 25-May-2016 16:03

bameron:

Hi there, flick me a PM with your account info, I'm sure we can work something out for you to stick around. :)

@bameron should it really have to resort to that though? why dont they offer it on the phone to customers? why should someone whos been left to rant about their poor experiance on a forum be left in a position that thay have to PM a staff member to "work something out"

what about those not on a forum? what do they get?

deadlyllama

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#1559450 25-May-2016 16:25

If you want an ISP that answers the phone promptly, switch to an ISP that answers the phone promptly. That's what I'm doing.

DrDee

269 posts

Ultimate Geek

#1559507 25-May-2016 17:51

Jase2985:

bameron:

Hi there, flick me a PM with your account info, I'm sure we can work something out for you to stick around. :)

@bameron should it really have to resort to that though? why dont they offer it on the phone to customers? why should someone whos been left to rant about their poor experiance on a forum be left in a position that thay have to PM a staff member to "work something out"

what about those not on a forum? what do they get?

This is kind of a point I was making. There is zero care about customer retention (and I guess it may be the same for all providers), once your 12 month contract is up it is actually more beneficial (as the consumer) to shift to a different provider to get the free month or whatever is being offered. Something as simple as a $5 per month discount after the first year or an email saying to "your contract has expired, re-sign for 12 months to get a month free" would cover it and make existing customers feel like they have some ongoing value. This industry seems to be all about that initial hook, then nobody gives a toss unless you rattle some cages.

Gwilson

136 posts

Master Geek

#1559553 25-May-2016 19:05

I don't think DrDee is being unreasonable at all. Anyone who has had any interaction with the Orcon service desk (it's misnamed!) will understand this is a typical experience. I have only ever had assistance from local people here who monitor these forums.

Having said that I have a current billing issue that it looks like will end up with Orcon not honouring their pricing so I too will look to move to a more service orientated ISP. I have also been with them for years but that seems to be totally irrelevant. Shame.

dt

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#1560164 26-May-2016 16:58

Wow, I've just been through the same thing (unresolved).

Lucky you DrDee, you must be more important than me, I posted about my experience back on the 18th.. No one from Orcon seemed to care about trying to retain me or want to receive more of my money :/

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