I joined Orcon so long ago I cannot remember specifically when but it would be at least 10 years ago and well before Seeby Woodhouse sold it. Some years ago I moved to the 'Genius' package of the day with the bobcat router replaced about 6 months ago with the Netcom one. Service has been very reliable and competitively priced though Orcon as a corporate entity has lost its entrepreneurial flair in favour of the corporate structure of its various owners subsequent to Seeby. This is illustrated by the experience I have had in recent days.
Earlier this week I was researching mobile phone plans. I am a very light user in terms of call minutes and data and my current provider is 2Degrees. In the past I have used pre-paid plans but found I prefered the accountability of post-paid where I get a monthly bill with details on usage.
So, Orcon's post-paid plans are cheaper and more suited to my needs compared to the cheapest 2D plan. I phone the 0800 number, expecting that my new mobile plan will be added to my account and current (non-contract) plan, a sim card sent to me and I could then port my existing number to it.
Far from simple. My existing Broadband package is no longer current and has to be upgraded to a 'current plan' in order to have a mobile calling plan added to it. The new internet plan requires a 12 month contract!! The mobile plan has no contract period. I can understand this if I was not known to Orcon - a new customer - but I have been a customer for over 10 years. The router needs to be replaced (I get to pay for the courier) - despite the fact that the current one is less than 6 months old. So that was Tuesday dealt with. Yesterday I get confirmation from Orcon that the new plan will give me exactly what the old plan does. Router replacement (even though it is the same Netcom NF4V that I already have) is necessary as this is standard practice and will take 3-5 working days. I will be sent a text when I can swap the routers. I got that text yesterday, but dont have a text or email confirming the router has been dispatched. I also got a text yesterday saying that my 'new broadband' would go live some time yesterday. As my internet connection is still working now, either nothing happened or the old router was not affected if it did.
I have had a call from Orcon confirming that the new internet service will have the same features at a slightlightly reduced cost to the old.
All I wanted to do was set up an Orcon mobile plan. There has to be a simpler way.
If Orcon carries out major upgrades to either their billing/accounting systems or their network service provision, existing customers should be invited to upgrade at that time with an an upgrade path specifically for existing customers, rather than find out much later that an upgrade is needed as part of service changes. I resent being on an 'old' service in ignorance that my plan is no longer a current plan - I would much prefer to remain current at all times or at least have the choice of doing so.
Edited to fix typos.