Terrible Internet Speeds during Peak Hours

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Terrible Internet Speeds during Peak Hours

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Kandar90

24 posts

Geek

#1713502 31-Jan-2017 20:08

richms:

They had all that stuff bragging about more bandwidth and left people with severe slowdowns for months all the while doing the helpdesk dodging the issue problem you are having at the moment. Perhaps go to an ISP without a history of slowdowns? Bigpipe, 2degrees?

Thanks :) Will look into Bigpipe - haven't heard of them in the past!

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Sounddude

I fix stuff!
1928 posts

Uber Geek

Trusted

2degrees

Lifetime subscriber

#1713504 31-Jan-2017 20:12

Kandar90:

"Seeing this issue more and more. Tier 3 won't look into it"
"Already submitted 5 cases myself to them but got denied everytime"
"Honestly he should switch to My Republic as they do VDSL too"
"Get him to escalate this issue with us and throw the words TDR (Telecommunications dispute resolution) to help opt out of his contract"

He also mentioned something along the lines of the issue being an uplink at Los Angeles, high latency caused by an upstream provider outside the network.

Can you please PM me who you talked to? We need to correct this misinformation.

We have found an issue within the RDB exchange which will be resolved tonight.

Stiffler

3 posts

Wannabe Geek

#1714946 3-Feb-2017 13:28

@Sounddude : Hey, apologies for late reply... been away on Holiday for the last week so only just arrived back. Yes I have a few faults open with them and have also been talking to the Rep on Facebook. I recieved a few phone calls all with no resolutions and each time I ask to speak to their retainment team they say it'll be 24hours to 72 before they call me back. It's been 2 weeks now and I still have yet to speak to someone in New Zealand about my account and what is actually being done.

I did inform them I was away for a week which meant there was ample time to take a look too. I've come back to no change, and no messages other than a email survey as I'm a 'new customer'.

Kandar90:

Hey @stiffler (nice name btw)

So I've gone about things a little different since dealing with the call centre is wasting my time. One of my mates knows a guy who works at Orcon in NZ in Tier 2 Tech so I got him to look at my fault case.

This is the answer I got from him:

"Seeing this issue more and more. Tier 3 won't look into it"
"Already submitted 5 cases myself to them but got denied everytime"
"Honestly he should switch to My Republic as they do VDSL too"
"Get him to escalate this issue with us and throw the words TDR (Telecommunications dispute resolution) to help opt out of his contract"

He also mentioned something along the lines of the issue being an uplink at Los Angeles, high latency caused by an upstream provider outside the network.

Needless to say I'll be calling Call Centre tonight and will ask to be escalated until someone understands that the reason I'm leaving is because the people who can investigate and possibly solve the issue don't want to. They might realise that it's worth actually looking into. If not there's always the facebook page to publicly claim their tech support isn't willing to look into the issue.

Haha thanks. Yeah that's a bit messed up. I think i'll be disconnecting from Orcon and going back to Vodafone because at least my connection never slowed to a crawl with them. Wanted to do that before I left but as mentioned above I never actually got to talk to someone about cancelling my contract because I don't want to pay the $199 early D/C fee as frankly I haven't been getting the service I'm paying for.

Kandar90

24 posts

Geek

#1714963 3-Feb-2017 14:05

Stiffler:

@Sounddude : Hey, apologies for late reply... been away on Holiday for the last week so only just arrived back. Yes I have a few faults open with them and have also been talking to the Rep on Facebook. I recieved a few phone calls all with no resolutions and each time I ask to speak to their retainment team they say it'll be 24hours to 72 before they call me back. It's been 2 weeks now and I still have yet to speak to someone in New Zealand about my account and what is actually being done.

I did inform them I was away for a week which meant there was ample time to take a look too. I've come back to no change, and no messages other than a email survey as I'm a 'new customer'.

Kandar90:

Hey @stiffler (nice name btw)

So I've gone about things a little different since dealing with the call centre is wasting my time. One of my mates knows a guy who works at Orcon in NZ in Tier 2 Tech so I got him to look at my fault case.

This is the answer I got from him:

"Seeing this issue more and more. Tier 3 won't look into it"
"Already submitted 5 cases myself to them but got denied everytime"
"Honestly he should switch to My Republic as they do VDSL too"
"Get him to escalate this issue with us and throw the words TDR (Telecommunications dispute resolution) to help opt out of his contract"

He also mentioned something along the lines of the issue being an uplink at Los Angeles, high latency caused by an upstream provider outside the network.

Needless to say I'll be calling Call Centre tonight and will ask to be escalated until someone understands that the reason I'm leaving is because the people who can investigate and possibly solve the issue don't want to. They might realise that it's worth actually looking into. If not there's always the facebook page to publicly claim their tech support isn't willing to look into the issue.

Haha thanks. Yeah that's a bit messed up. I think i'll be disconnecting from Orcon and going back to Vodafone because at least my connection never slowed to a crawl with them. Wanted to do that before I left but as mentioned above I never actually got to talk to someone about cancelling my contract because I don't want to pay the $199 early D/C fee as frankly I haven't been getting the service I'm paying for.

Fair enough - I went through this for over a month and a half so really just fed up with nothing happening - especially since I'm still paying the monthly charge and not a single person I spoke to offered any sort of compensation (in fact the whole process even cost me money through paying no fault found charges)

My case is currently with Management to have the termination fee waived since I mentioned I would dispute the charge with TDR if they tried charging me, and I will still do that if they do end up trying to charge me.

We have found an issue within the RDB exchange which will be resolved tonight.

Since I'm still under the 30 day cancellation period I can tell you that whatever issue was resolved had no bearing at all on my problem so I'm not willing to advise who gave me that information (or how I got in touch with them) partially because I believe they had no reason to lie to me or misinform me and then also I have spent way too much time trying to resolve this and got nowhere until going outside the proper channels.

Like I said - I'm no longer interested in troubleshooting or solving this issue (I won't be replying to this thread again) and will be moving to another ISP regardless of any change. I feel like I received no real customer service from Orcon and will take myself someplace else. Thanks for the assistance anyway.

Stiffler

3 posts

Wannabe Geek

#1715399 4-Feb-2017 14:32

Yeah I'm going to be cancelling my plan too. While I was away I didn't get a single call or email from the retention team or 'upper management' as promised. They probably assumed that I've given up due to lack of contact which isn't the case at all.

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