Poor service by Orcon

Forums › Vocus (including Slingshot, Orcon, Flip, Stuff Fibre and CallPlus) › Poor service by Orcon

pseudogeek2009

62 posts

Master Geek

#56542 15-Jan-2010 23:43

I have been experiencing disconnection problem very frequently since the end of November and had made a complaint to Orcon mid-December. I have went through the usual test; checking filters, disconnect phone, reboot modem with Orcon but the problem still persist. Orcon decided to send me a new modem early this week and tested the line which result in no internet for more than two days. I decided to phone them yesterday to asked them how long the testing was going to take and when will I be back online but instead I had a unfriendly person on the line telling me the service is not guaranteed and unsure of when the testing will be finished. I didn't expected this type of answer from customer support and the attitude from the staff really pissed me off. I would have been happy to stay with Orcon if they have resolved the disconnection but after that phone call, I decided I had enough and signed up with Telecom.

Kyanar

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#290481 16-Jan-2010 10:09

You know, the line test they did takes all of about a few minutes right? If it were out for several days as a result of a test, they really should have performed a PVC rebuild on your line (port reset).

But the important thing to remember also is that all ISPs have to rely on Chorus to fix it if they detect a line fault, and Chorus are... for lack of a better term, fracking useless. It seems if it's not a Telecom line, it doesn't get fixed.

I finally have fibre! Had to leave the country to get it though.

HiJinx

253 posts

Ultimate Geek

Geekstore

#290484 16-Jan-2010 10:17

That is strange.

Orcon had to do a test on my line once and they did it while they were on the phone to me.

Shaun Fisher - www.geekstore.co.nz

E: shaun[at]geekstore[dot]co[dot]nz
P: 0800894508 F: 0800897451

xpd

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#290488 16-Jan-2010 10:41

There is logging that can be done to test a line also I believe.... that can take a few days to gather the data and assess it from there. Maybe thats what the hold up is...but that dosent disconnect your internet, jsut monitors and logs it....

XPD^ / DemiseNZ

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Sounddude

I fix stuff!
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#290492 16-Jan-2010 10:57

pseudogeek2009 : Are you on Orcon+ or Orcon? If they have sent out a Chorus tech, then that could explain the couple of days requirement.

Otherwise line tests should be pretty quick.

Let me know how you get on, and I will see if I can get some more wheels turning to get your problem solved.

pseudogeek2009

62 posts

Master Geek

#290496 16-Jan-2010 11:10

Kyanar: You know, the line test they did takes all of about a few minutes right? If it were out for several days as a result of a test, they really should have performed a PVC rebuild on your line (port reset).

But the important thing to remember also is that all ISPs have to rely on Chorus to fix it if they detect a line fault, and Chorus are... for lack of a better term, fracking useless. It seems if it's not a Telecom line, it doesn't get fixed.

The first line test was a few minutes and then had to change the interleaving and test took an hour. The test that took a couple of days was leaving the modem on and Orcon perform their test. The other thing annoyed me was my broadband speed has dropped off dramatically during this period. Why should I stay with Orcon for crappy customer support. From reading this forum, they seem to be a few people leaving Orcon to Telecom.

tunafish

93 posts

Master Geek

#290516 16-Jan-2010 12:54

Don't leave Orcon to go to Telecom, the guys at Orcon are trying their best and they have done some good things in the last few months.

pseudogeek2009

62 posts

Master Geek

#290528 16-Jan-2010 14:02

Sounddude: pseudogeek2009 : Are you on Orcon+ or Orcon? If they have sent out a Chorus tech, then that could explain the couple of days requirement.

Otherwise line tests should be pretty quick.

Let me know how you get on, and I will see if I can get some more wheels turning to get your problem solved.

I am on Orcon+ and the problem is they didn't even send out a Chorus Tech. They were just performing test on the line and all I had to do was to leave the modem on. If I didn't had a bad customer support person on the line and if they had explained why the line is crapping out, I would have stayed with them but the problem they didn't. Like you said line testing shouldn't take more than a day. My internet was down for two days until last night. Anyway it is too late, I'm already shifted to Telecom and hopefully I will have a more reliable broadband and won't have to deal with a nitwit on the phone.

pseudogeek2009

62 posts

Master Geek

#290530 16-Jan-2010 14:09

The other thing annoyed me was the support person said only the business plan is guaranteed. What is the point of mentioning that to me!!!

pseudogeek2009

62 posts

Master Geek

#290532 16-Jan-2010 14:25

xpd: There is logging that can be done to test a line also I believe.... that can take a few days to gather the data and assess it from there. Maybe thats what the hold up is...but that dosent disconnect your internet, jsut monitors and logs it....

Well in my case, the internet was down. On my home hub, the ADSL light just flashes and Online light did not lit up. The internet was stable last night but I haven't tried my test on the connection as I don't see the point anymore. The disconnection problem seem to occur if I download a large file. I have tried it with WxDownload fast with a large file and upgrading my Ipod Touch firmware but everytime the modem disconnects. The problem with Ipod touch upgrade, it doesn't seem to resume the download so I can't upgrade my Ipod touch. During Xmas period, I tried to download a 8 GB file (planet.osm from openstreetmap) but the amount of time I had to restart wget in my linux box was really annoying due to the modem disconnecting. The other thing it disconnect if I tried surfing the web with the wget running so I can't really do much. When they replaced the modem, I tried downloading a large file using Wx Download fast and surfing the web, and the modem disconnects.

PhoneMonkey

49 posts

Geek

#290752 17-Jan-2010 22:00

Sounds like your line is disconnecting when maxing out the download speeds, seen this happen before.

Try a different manufacturers modem to rule out the Modem type and the dslam/port (a port change might sort it out)

Reduce your MTU to under 1492, smaller packet size might help.

Use a download throttle to reduce your max dl speed by about 2-5%, see if the disconnects still happen.

Use the Telecom wholesale tool to see if your line has been migrated to a cabinet. If so this may well be the issue. (http://www.telecomwholesale.co.nz/maps)

Seen it before but did not work out how to fix it other than limiting the Down Load speeds.

Sounddude

I fix stuff!
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#290807 18-Jan-2010 09:28

pseudogeek2009 sorry to hear you have gone to Telecom. We don't like people leaving thinking we give bad customer service, as its not the norm.

If you decide to come back, let us know and we will make sure you are looked after.