Orcon Cancellation question (aka a tale of woe/Venting) ...

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Orcon Cancellation question (aka a tale of woe/Venting) ...

merknz

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#220229 1-Aug-2017 15:38

So I have had a hell of a time, let me tell you a tale of woe that ends in a hopefully easy question.

Moving the clock back:

Moving house in three weeks, awesome! the new place supports Fibre ... lets do some research, Orcon has one of the best 1gb plans and seems to do well in the national bandwidth graphs. I've been with them before and they were great. Hmm recently purchased by CallPlus .. Not overly confident about that but, hey, what could go wrong?

Jul 4 - Went through signup process, gave my credit card details, asked for modem to be shipped to current address.

Jul 27 - Hey, in all the other arrangements, that modem never arrived, let me call Orcon. Wait, WHAT? you never processed the order properly? I am moving TOMORROW

Jul 28 - The previous occupants took the ONT power supply? why? ... &%^&$ ... Called Orcon .. (Gonna need a new power supply) .."we have logged this and processed it"

Jul 29 - No cellphone reception at house (not Orcon's problem) but just adds to our isolation ... Tweet to Orcon irritated.

Jul 31 - Wife called Orcon to remind them about the power supply, we need it please. Reply : Everything will be installed tomorrow

Aug 1 - Modem Arrived, no power supply though, call Orcon again, "oh .. we never processed your request" ... WHAT?!

Okay now I'm just throwing my hands in the air,

The Question:

I don't want to reward Orcon's awful service with my money, now it's just anger. I quickly checked their T&C and it appears the contract starts from the time I connect to them. Am I within my rights to box their modem back and cancel all services? MyRepublic is looking awfully good right now.

michaelmurfy

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#1835070 1-Aug-2017 15:56

Seems like an extreme action over a missing power supply don't you think? My recommendation is to read the ISP's subforums on here and you'll note rather quickly your comment regarding "MyRepublic" won't be looking so good anymore...

Orcon are actually pretty good at sorting problems most of the time and whilst Geekzone is not a primary support method I am sure somebody on here should be able to help. Ensure first off you've had somebody order the ONT power supply from Chorus and from there it should hopefully arrive overnight via Courier.

That being said - it will be quite a rare for an ONT power supply to go missing so I'd say it is not a problem they often sort.

Michael Murphy | https://murfy.nz
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gehenna

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#1835084 1-Aug-2017 16:17

At this point I'd stick with Orcon. No telling what drama's you'll go through with another ISP and at least you're in the system with Orcon. This sort of thing happens to everyone, on every ISP. Plus it's not Orcon that supplies the ONT it's Chorus, so they'll just go to Chorus to get the power supply which can take a while.

merknz

36 posts

Geek

#1835120 1-Aug-2017 17:39

michaelmurfy: Seems like an extreme action over a missing power supply don't you think? My recommendation is to read the ISP's subforums on here and you'll note rather quickly your comment regarding "MyRepublic" won't be looking so good anymore...

Advice received .. though it's more about the initial order screw up costing 2-3 weeks of time, then when we told them two-three different times the OTN problem, they ignored it (or more accurately didn't know what to do) I'm not overly worried about the OTN power supply event, more about the customer service trend of having to be advised three times before doing anything about it.

That being said - it will be quite a rare for an ONT power supply to go missing so I'd say it is not a problem they often sort.

https://www.geekzone.co.nz/forums.asp?forumid=82&topicid=216698 - "Yup. These sort of threads come up semi-regularly. I have no idea why people steal them as it's not a particularly common connector!"

gehenna

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#1835147 1-Aug-2017 18:51

merknz:

I'm not overly worried about the OTN power supply event, more about the customer service trend of having to be advised three times before doing anything about it.

You won't find much difference in service delivery in the world of ISPs