Where do I start... I'll try and stick to the short version.

I was advised by Orcon Sales team that I could get VDSL (but not Fiber) at my address, and that it would be faster than the ADSL I was currently getting with Spark. My connection date was the 15th December, however the VDSL was very slow (10 down, 1 up) so I complained and eventually they got Chorus to check the connection; I got a voice mail from Chorus saying Orcon made an error telling me I could get VDSL as my address is 2km from the exchange and that ADSL would be faster (as it was with Spark).

I then got an email saying no fault was found, and would be charged $130. Despite the fact the mistake was clearly 100% the fault of Orcon.

So after complaining about that (they made a 'request' to remove the charge, but I haven't got the invoice yet to see if it's gone away) I asked to be changed to ADSL.

I was told that I could keep the same OrconGenius modem, and that just a reboot would be required once the changeover to ADSL was completed.

On the 23rd December my VDSL stopped working, and I was getting 'Test ADSL Synchronization' showing as a 'Pass' on the router web interface, and the DSL light on the Router was solid. So I understand that means Chorus did their part and had changed the connection over from VDSL to ADSL. However I still had no working internet as 'Test authentication with ISP' and other settings were coming back as a 'Fail'.

I was told by Orcon that the 'Backend Services Team' (or something like that), needed to complete their part of the process in order for the connection to work. Every day from then on I have rung support multiple times, or used the website contact form, and the status never moved forward; I kept been told 'tomorrow' or similar. At one point I got an email saying I would be getting a $179 early termination fee if I moved from VDSL to ADSL, which shows how little support understood the issue as I was only on VDSL due to an Orcon error!

Eventually (after dozens of calls and many many hours of repeating myself, and been made to do factory resets, etc) someone decided they should get Chorus to check things, as Orcon couldn't work out why the authentication wasn't working.

Chorus made 'changes' yesterday morning, and I was told by Orcon to see if I now had internet. Not only do I still not have internet but now even the ADSL Synchronization is coming back as a 'fail' and the DSL light is blinking rather than being solid. So not only did the problem not get fixed, but they seem to have actually gone back a step. The Chorus status is now that my fault was 'fixed', when it clearly is not.

Orcon has no idea how to fix the issue. I have tried changing every piece of equipment at my end, so now they have told me they are going to send me a new modem. However, I suspect that will not do a thing; as I said, the ADSL synchronization was working and stopped exactly the day they got Chrous to make changes, which to me indicates it's not an issue with the modem. I also plugged in my old Spark modem and the DSL light is flashing on that too (I'm assuming it would still go solid if the my ADSL connection was okay, even if I can no longer authenticate?).

My current situation is that I had very slow internet since my connection date on the 15th Dec; then no internet at all since the 23rd. I'm waiting on a new modem from Orcon (which due to public holidays will likely take days) and even once I get that I doubt it will fix the issue (at least not the ADSL synchronization issue, as that seems to have been introduced yesterday by Chorus).

It's taken many many hours of phone calls to get to this point, and I'm beyond frustrated as support is useless. It's costing me money in phone data, unused services I'm paying for (Netflix, etc), and I can't do any work from home which I need to be able to do over the holiday period.

How can I get Orcon to actually care about this?

Thanks