Iserve/Orcon support going down the gurgler...

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Iserve/Orcon support going down the gurgler...

adw

175 posts

Master Geek
+1 received by user: 24

#196498 2-Jun-2016 11:40

Anyone else finding Iserve resorting to not answering service calls, emails, or returning phone calls at the moment, especially if the issue is complicated? Service had got good there for a while but over the last few months seems to have deteriorated badly.

Cheers

mattosaur4

40 posts

Geek

#1564397 2-Jun-2016 17:23

Yeah something is up. If you send a support ticket via e-mail your average time to reply is now 7-12 days. Even for a simple ticket that was 'please send me a return courier bag for my old modem as you didn't include one'. They then sent me a courier bag, in a courier bag which I had to go collect from the Postshop as it was Signature required. Then sent me another 2 days later....

My change of plan recently was a complete mess due to no one looking at my email based tickets until about 10days which was too late and my VoIP phone had been cut-off. It was out for 2 weeks...

I put in an email ticket about an extra $5 on my bill on 28 May just the auto-reply thus far.

Matt

Thanks

Matt

Rambaldi

231 posts

Master Geek
+1 received by user: 29

#1564671 3-Jun-2016 00:42

I'm on the old fibre planning paying $130 a month roughly for 100/20, really want to change to 200/20 or whatever the faster plan is for that price but they told me the fibre modem I'm using (which supports that speed) has to be replaced with a new one, and that I have to start a new term contract to change. With orcon tech support no longer being in NZ, as far as I'm aware, and reading the stories here im too worried somethings going to go wrong. Thought about switching to my republic but don't know much about them.

mattwnz

20515 posts

Uber Geek
+1 received by user: 4795

#1564673 3-Jun-2016 00:49

adw:

Hi

Anyone else finding Iserve resorting to not answering service calls, emails, or returning phone calls at the moment, especially if the issue is complicated? Service had got good there for a while but over the last few months seems to have deteriorated badly.

Cheers

When I last emailed them via their control panel a few months ago, I never got a reply, and when I phoned them and did get through to them, they said I had emailed the wrong address. But I used the form on their website, so they must have not got it setup correctly to send to the right email address. Pretty much the only way now to get support is to phone them, which is a pain, because it is far easier and quicker to send an email. But their phone support was fine when I last used probably back in Feb or March. Isn't it now owned by Callplus / Slingshot? They have updated things over the last year, such as webmail, and PHP and MySQL and using newer version now. But these days you need a host to reply within 12 hours of an email being submitted. Another NZ host I use also has had problems with slow support.

bameron

305 posts

Ultimate Geek
+1 received by user: 105

Trusted

2degrees

#1564827 3-Jun-2016 09:54

adw:

Hi

Anyone else finding Iserve resorting to not answering service calls, emails, or returning phone calls at the moment, especially if the issue is complicated? Service had got good there for a while but over the last few months seems to have deteriorated badly.

Cheers

Hi there,

Sorry to hear you've been having some issues. Can you PM me with your domain/iSERVE username and I'll get the team to check it out for you?

Cheers,

Cam

robfish

693 posts

Ultimate Geek
+1 received by user: 156

Lifetime subscriber

#1564866 3-Jun-2016 10:35

My recent experience with Orcon was unbelievably bad.

Requested move (to the house next door). No technician required on-site as both houses were wired for VDSL.

Received email confirmation that it would happen on the 30th.

Got disconnected on the 25th.

Numerous long calls (including "on-hold" for ages) and eventually got them to agree that the issue was not with my hardware or wiring.

Their next step, despite my anger, was to log a job for Chorus to look at it (up to 3 working days, 5 days total including the weekend)

More anger so I phoned afriend at Chorus who said Orcon should have done what I did and phoned them. He had it fixed in 10 minutes.

Every time you call them the recording says they would like to send a survey. I still haven't received one.

I also tried to explain that I could name 20 customers who joined Orcon after my referral. Well the referrals will cease.

Rob

UHD

655 posts

Ultimate Geek
+1 received by user: 298
Inactive user

#1564903 3-Jun-2016 10:57

Rambaldi: I'm on the old fibre planning paying $130 a month roughly for 100/20, really want to change to 200/20 or whatever the faster plan is for that price but they told me the fibre modem I'm using (which supports that speed) has to be replaced with a new one, and that I have to start a new term contract to change. With orcon tech support no longer being in NZ, as far as I'm aware, and reading the stories here im too worried somethings going to go wrong. Thought about switching to my republic but don't know much about them.

https://www.bigpipe.co.nz/

No muss, no fuss. Just 200/200 for $129.