Changing Orcon mobile plan

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Changing Orcon mobile plan

dpw

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#285760 15-May-2021 15:40

I am new to Orcon, having recently signed up for Gigantic Fibre and a mobile plan. Soon after I signed up for mobile I thought I would need more, so I scheduled a plan upgrade when my billing cycle rolls over. After further thoughts and chats with my wife we decided I didn't need the upgrade, so I emailed Orcon to cancel the scheduled upgrade. They insisted there are no changes queued up, or requested. Well, guess what, today my billing cycle rolls over and... voila! I have been upgraded to the more expensive plan! 😒

Has anyone else encountered this?

Android user, software developer, a semi-typical (not a gamer) geek, and a Bernese Mountain Dog nut!

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lNomNoml

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#2708018 15-May-2021 18:10

No, just email them and ask to be put back and refunded the difference.

dpw

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#2708294 17-May-2021 08:27

I think that's how I will do it from now on too. They have the facility to automatically schedule plan change on mobile.orcon.net.nz/mobile, which is why I used it. It seems to be pretty crap though, the change I scheduled there is not visible to any human eyes, nor is there a way for someone to cancel a scheduled change.

I was with Vodafone and had issues with their crappy processes. The move to Orcon, along with my Fibre, was in search of better customer service. I still haven't found what I'm looking for...

Oh god, I just quoted U2...

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antonknee

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#2708297 17-May-2021 08:42

dpw:

I think that's how I will do it from now on too. They have the facility to automatically schedule plan change on mobile.orcon.net.nz/mobile, which is why I used it. It seems to be pretty crap though, the change I scheduled there is not visible to any human eyes, nor is there a way for someone to cancel a scheduled change.

I was with Vodafone and had issues with their crappy processes. The move to Orcon, along with my Fibre, was in search of better customer service. I still haven't found what I'm looking for...

Oh god, I just quoted U2...

Think you've hit the nail on the head - business systems and business processes are generally dreadful and that tends to be the root of any problems, or at least exacerbates poor service.

There is no one who has quite got it right in the telco space IMO. Spark/Skinny look like they might have it right, based on your first contact with them and their various self-service channels - but the moment you engage a human it quickly goes off the rails in my experience. 2degrees similarly are almost there, but there's some stuff you can't do self-service and the call centre is hit and miss. Vodafone need not be spoken of. Many of the others seem to just love phone calls rather than self-service online.

Is what it is I suppose.

dpw

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#2708478 17-May-2021 15:18

I have never used the email process at VF, so I can't compare, but Orcon's one is atrocious. I work for an ISV that uses Zendesk for support. The beauty of Zendesk is you can see the history in the case. We read through it to understand the case, especially if the person is picking up the case from someone else, or has not dealt with it continuously. My experience with Orcon so far has been the total opposite.

I can that business systems and process improvement is a huge deal. I'm just amazed the extent that it's been ignored.

Android user, software developer, a semi-typical (not a gamer) geek, and a Bernese Mountain Dog nut!

http://savitarbernese.com | https://nz.linkedin.com/in/danywu

lNomNoml

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#2708553 17-May-2021 18:49

dpw:

I have never used the email process at VF, so I can't compare, but Orcon's one is atrocious. I work for an ISV that uses Zendesk for support. The beauty of Zendesk is you can see the history in the case. We read through it to understand the case, especially if the person is picking up the case from someone else, or has not dealt with it continuously. My experience with Orcon so far has been the total opposite.

I can that business systems and process improvement is a huge deal. I'm just amazed the extent that it's been ignored.

Cost saving I guess, in your case seems changes on the automated system doesn't show to Orcon support staff which is what seems to have caused your problem. Luckily for you have it in writing so get a refund.

bameron

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#2708913 18-May-2021 11:19

dpw:

I am new to Orcon, having recently signed up for Gigantic Fibre and a mobile plan. Soon after I signed up for mobile I thought I would need more, so I scheduled a plan upgrade when my billing cycle rolls over. After further thoughts and chats with my wife we decided I didn't need the upgrade, so I emailed Orcon to cancel the scheduled upgrade. They insisted there are no changes queued up, or requested. Well, guess what, today my billing cycle rolls over and... voila! I have been upgraded to the more expensive plan! 😒

Has anyone else encountered this?

Sorry about this, it sounds like we gave you some wrong info there. If we haven't sorted you out already, PM me with your account info and I'll sort a credit for the difference.

Samsung

Shop now on Samsung phones, tablets, TVs and more (affiliate link).

dpw

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#2709396 19-May-2021 07:47

Thanks to @bameron we finally got it sorted. I have not been on geekzone much for the past 5 years or so but, this is very much reminiscent of @johnr and VFNZ. I can't help but wonder if sorting out business processes may be better in the long run than having specialised "fixers" on demand.

Anyway, a fix has been put in place. Let's hope it will all go through as scheduled.

Thanks again.

Android user, software developer, a semi-typical (not a gamer) geek, and a Bernese Mountain Dog nut!

http://savitarbernese.com | https://nz.linkedin.com/in/danywu