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Emp

65 posts

Master Geek
Inactive user


  #394944 23-Oct-2010 02:45
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Hey guys from reading all of these complains and we seem to have the same standing point.

Would you guys like to all get together and go straight to the head office with your/our account numbers and talk to the CEO.

Rather radical, but we are the people whom keep this company afloat and I think that if we did show some unity - even though we communicate via a Forums Board; we can show some strength about how the community does rally together, research various comments around the ISP on forum boards etc etc.

I live in Auckland CBD - I would imagine it would be hard for a few people to get time off work; I have just finished studying till next year so I am free and open.

Lets get the ball rolling on this one and ensure we start getting some answers. All the replys about the tier 2 guys I have had to me told countless times, someone will look at it etc etc.

It is all bollocks, there is no immediate intention to get this fixed. There are serious problems, as my speeds mentioned before and then I get 1.5mbps to LA/San Jose etc etc.

One thing I found funny is I said to a Tech support that they say they are giving me a ADSL2 service, as stated on their website, I said that I am getting ADSL/ADSL1 speeds and that they are holding up their end of the deal; "We do not commit to giving you ADSL2 speeds, they are just what we maybe able to offer". I spoke to a Team Leader today, who did not have half the information ffs recorded and written down that I have told their tech support seriously now about twenty bloody times. I discussed this comment and they are now saying that basically the ADSL2 is not a service they can back up/guarantee.

Well sorry if its on your plans written on your fkn page here Orcon

Next generation Orcon ADSL2+ Broadband, delivered as fast as your line will allow

Or do they need another reminder?


WE WORK TO DELIVER REMARKABLE PRODUCT PERFORMANCE AND CUSTOMER SERVICE.
And to prove just how committed we are to the cause we were NZ’s first telco to provide services in the wake of those folk in Wellington unbundling the local loop. So now our customers, in almost all of Auckland where we have installed our gear, can benefit from our new ADSL2+ network.  What does this mean exactly for you, our discerning customer? Well we’ve roughly tripled the bandwidth of conventional ADSL. Because without satisfied customers where would we be? That’s not something we want to find out anytime soon.

They talk alot about themselves;

We would all like to write our own reviews, but who would believe us? That’s why we are so happy that other people also recognise that we think and act differently. Most notably the good folk at the Telecommunications Users Association of New Zealand (TUANZ) to be exact. In 2006 and 2007 consecutively we were awarded the TUANZ Innovation Award for best Internet Service Provider. In 2008 we stepped up to win the TUANZ innovation award for Telecommunications Carrier of the Year. We're sure you’ll agree that’s not too shabby for NZ’s fastest growing telecommunications provider.

What I find beyond me and we all know, it is 2010, nearly 2011 here, saying about your company in context of 2,3,4,5 years ago? Am I the only one trying to figure out that that does mean zilch here? It is 2010, were in the day and age where technology is constantly getting outdated and if you want to maintain what you did 2,3,4 etc years ago to the current date, you best be holding your value in giving a service that is written on your joining page for plans and ensure your ADSL2 is actually giving ADSL2 speeds and you make sure that you are not the only ISP that gives the slowest tickets for Chorus Techs to go check out problems. 


After I heard that comment today by the CSR and these problems, this thread and a few other threads I have come across are gleaming examples to back any facts up.

So what say it here guys and maybe girls posting? We find a date that best suits all, go straight to the head office, bring your account number, meet up before hand around Central or North shore, I would assume only Auckland would attend and go straight to the CEO. Don't take any of this "he is busy today" "we cant see you" answers. I have a friend who does underground media footage of companies doing bad deals or basically poor service. He has nearly over 5 years a 3 hour long DVD that was considered to get published and put on TVNZ over a period of time to show these encounters - I have asked him about coming along and filming what responses we get and support around our issue; He was more then happy to do so, in fact he was wanting to do it even more so because this is the third comment he has arisen about Orcon with various factors where it could be used for his context.

One factor I recall as a old school saying about business "Bad service - bad payment", more so that was reflected in the fact you do not pay full price for a bad service, you do not accept the current service, some form of follow up to ensure that they customer who is taking their time to pay you, gets what they deserve. I for one am not willing to get over 50 disconnects in a month, ring up the contact center, get different answers, notes not taken down, tickets taking enough time I can watch paint dry faster, not getting any replys back from the CSRS and basically everything that everyone else has mentioned.

Enough is enough.

P.S And please save "Change ISP if your not happy" comment. These issues are not major as in the geography of where the people posting reside. They are problems that Orcon are being lazy about and not supporting customers, when they should be doing their up most at million miles an hour as they saying goes, to do so. Not to mention they cant fix a problem and having to change ISP because they are just being plain idiotic and lazy, is not a valid excuse.

219 posts

Master Geek


  #394945 23-Oct-2010 02:56
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So worried about this weekend. Last year I ordered the live blizzcon stream, and it worked perfectly on saturday, but on sunday it was absolutely unwatchable because of orcon, ended up going to a friends house to watch it on a telecom connection.

This year its on this weekend, and with all the problems that started up again this week, I honestly don't know if I'll get to watch it on either day :(

Went to Orcon in person earlier this week, as the headquarters is close to where I live, nobody would come talk to me because the receptionist said they were too busy answering phones, yet assured me nothing was wrong on there end.... and we all know how truthful that is :P

 
 
 
 


34 posts

Geek


  #394946 23-Oct-2010 03:46

Rambaldi: ... nobody would come talk to me because the receptionist said they were too busy answering phones, yet assured me nothing was wrong on there end.... and we all know how truthful that is :P


I don't know, it probably is truthful. I'm pretty sure the tier 1/first point of contact support are never informed about anything going on. And the way it sounds like their ticket escalation works, I wouldn't be surprised if tier 1 support existed in their own little bubble off to the side of the business, blissfully unaware of all but the biggest issues.

But yeah, raiding has been virtually impossible the last few days. Haven't bothered with the stream this year, thankfully - probably just listen in on Day9's shoutcast or some such. Hopefully today will have been the last day of it (if it's congestion related, can only hope people don't have Orcon wherever they go for the long weekend).


Also, as to Emp's post... I know you said save the "change your ISP if not happy" comments, and I am with Orcon and having issues as well, but... honestly, the thing business' listen to the most if not more than bad press/having a bad reputation is losing cash flow via lost customers. Doing something's not the worst idea though, since media attention has far too much weight placed on it, for forcing changes.

219 posts

Master Geek


  #394947 23-Oct-2010 06:14
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yozshiku: I don't know, it probably is truthful. I'm pretty sure the tier 1/first point of contact support are never informed about anything going on. And the way it sounds like their ticket escalation works, I wouldn't be surprised if tier 1 support existed in their own little bubble off to the side of the business, blissfully unaware of all but the biggest issues.

 
Yeah I asked to see a tier 2 or someone higher up, when I went there, but the only person the receptionist would ask was Dylan, the supervisor/head of the help department.

yozshiku: But yeah, raiding has been virtually impossible the last few days.


Yeah I'm collecting shards for shadowmourne, on 39/50 at the moment, and the guild literally had me dc'ing 5-6 times per boss. I'm very lucky to be in a guild willing to carry me through every boss on hard mode when I'm doing nothing to help kill them.


yozshiku: Also, as to Emp's post... I know you said save the "change your ISP if not happy" comments, and I am with Orcon and having issues as well, but... honestly, the thing business' listen to the most if not more than bad press/having a bad reputation is losing cash flow via lost customers. Doing something's not the worst idea though, since media attention has far too much weight placed on it, for forcing changes.


Only reason I haven't left Orcon was because of the high data usage plans they have, eg 100/200gb add-ons. I have been told Snap internet offer similar data add-ons but know nothing about Snap so didn't look into it. Wish we could have plans like the ones recently debuted in Australia with 1TB data caps for under $100, except NZ isp's are too greedy to EVER let that happen.

Emp

65 posts

Master Geek
Inactive user


  #394997 23-Oct-2010 12:09
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Ram/Yoz... lets do it guys, we need to go together, strength in numbers here guys.

I did not order Blizzcon myself due to the constant disconnects and poor speeds I have been getting; which angers me, because this year really has had the most appeal. D3/WoW Cata/SC2 info and the WoW Movie/New MMO IP.

Anyhow guys think about it a bit more, we should try do it within the next fort night or so.
 

39 posts

Geek


  #395027 23-Oct-2010 15:04
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Start an ORCON IS SLOW Facebook Group and start getting some momentum, it would work alot better than rocking up to Orcon HQ.

139 posts

Master Geek


  #395058 23-Oct-2010 17:35
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Emp: Hey guys from reading all of these complains and we seem to have the same standing point.

Would you guys like to all get together and go straight to the head office with your/our account numbers and talk to the CEO.

Rather radical, but we are the people whom keep this company afloat and I think that if we did show some unity - even though we communicate via a Forums Board; we can show some strength about how the community does rally together, research various comments around the ISP on forum boards etc etc.

I live in Auckland CBD - I would imagine it would be hard for a few people to get time off work; I have just finished studying till next year so I am free and open.

Lets get the ball rolling on this one and ensure we start getting some answers. All the replys about the tier 2 guys I have had to me told countless times, someone will look at it etc etc.

It is all bollocks, there is no immediate intention to get this fixed. There are serious problems, as my speeds mentioned before and then I get 1.5mbps to LA/San Jose etc etc.

One thing I found funny is I said to a Tech support that they say they are giving me a ADSL2 service, as stated on their website, I said that I am getting ADSL/ADSL1 speeds and that they are holding up their end of the deal; "We do not commit to giving you ADSL2 speeds, they are just what we maybe able to offer". I spoke to a Team Leader today, who did not have half the information ffs recorded and written down that I have told their tech support seriously now about twenty bloody times. I discussed this comment and they are now saying that basically the ADSL2 is not a service they can back up/guarantee.

Well sorry if its on your plans written on your fkn page here Orcon

Next generation Orcon ADSL2+ Broadband, delivered as fast as your line will allow

Or do they need another reminder?


WE WORK TO DELIVER REMARKABLE PRODUCT PERFORMANCE AND CUSTOMER SERVICE.
And to prove just how committed we are to the cause we were NZ’s first telco to provide services in the wake of those folk in Wellington unbundling the local loop. So now our customers, in almost all of Auckland where we have installed our gear, can benefit from our new ADSL2+ network.  What does this mean exactly for you, our discerning customer? Well we’ve roughly tripled the bandwidth of conventional ADSL. Because without satisfied customers where would we be? That’s not something we want to find out anytime soon.

They talk alot about themselves;

We would all like to write our own reviews, but who would believe us? That’s why we are so happy that other people also recognise that we think and act differently. Most notably the good folk at the Telecommunications Users Association of New Zealand (TUANZ) to be exact. In 2006 and 2007 consecutively we were awarded the TUANZ Innovation Award for best Internet Service Provider. In 2008 we stepped up to win the TUANZ innovation award for Telecommunications Carrier of the Year. We're sure you’ll agree that’s not too shabby for NZ’s fastest growing telecommunications provider.

What I find beyond me and we all know, it is 2010, nearly 2011 here, saying about your company in context of 2,3,4,5 years ago? Am I the only one trying to figure out that that does mean zilch here? It is 2010, were in the day and age where technology is constantly getting outdated and if you want to maintain what you did 2,3,4 etc years ago to the current date, you best be holding your value in giving a service that is written on your joining page for plans and ensure your ADSL2 is actually giving ADSL2 speeds and you make sure that you are not the only ISP that gives the slowest tickets for Chorus Techs to go check out problems. 


After I heard that comment today by the CSR and these problems, this thread and a few other threads I have come across are gleaming examples to back any facts up.

So what say it here guys and maybe girls posting? We find a date that best suits all, go straight to the head office, bring your account number, meet up before hand around Central or North shore, I would assume only Auckland would attend and go straight to the CEO. Don't take any of this "he is busy today" "we cant see you" answers. I have a friend who does underground media footage of companies doing bad deals or basically poor service. He has nearly over 5 years a 3 hour long DVD that was considered to get published and put on TVNZ over a period of time to show these encounters - I have asked him about coming along and filming what responses we get and support around our issue; He was more then happy to do so, in fact he was wanting to do it even more so because this is the third comment he has arisen about Orcon with various factors where it could be used for his context.

One factor I recall as a old school saying about business "Bad service - bad payment", more so that was reflected in the fact you do not pay full price for a bad service, you do not accept the current service, some form of follow up to ensure that they customer who is taking their time to pay you, gets what they deserve. I for one am not willing to get over 50 disconnects in a month, ring up the contact center, get different answers, notes not taken down, tickets taking enough time I can watch paint dry faster, not getting any replys back from the CSRS and basically everything that everyone else has mentioned.

Enough is enough.

P.S And please save "Change ISP if your not happy" comment. These issues are not major as in the geography of where the people posting reside. They are problems that Orcon are being lazy about and not supporting customers, when they should be doing their up most at million miles an hour as they saying goes, to do so. Not to mention they cant fix a problem and having to change ISP because they are just being plain idiotic and lazy, is not a valid excuse.


Do it!, yeah start a facebook group too. And when you get enough people threaten to boycott.

 
 
 
 


3210 posts

Uber Geek

Trusted
Subscriber

  #395108 23-Oct-2010 21:31
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I'm getting actual honest to goodness DIAL UP speeds right now. Around 56kb/s - 70 minutes on a 300MB download. For $250 a month, this is downright insulting.

I'll definitely be having words with my account manager about this.

Emp

65 posts

Master Geek
Inactive user


  #395112 23-Oct-2010 21:49
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Any of you guys able to do the Facebook side of things... not really my thing, great idea, those who inspire should lead by example.

Post it up when you have it running! 

1828 posts

Uber Geek
Inactive user


  #395455 25-Oct-2010 11:56
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I sent a PM to Duncan a few days ago to see if he'd come in here and give us all a heads up on what could be the problem but it looks like he may be a bit chicken , So if anyone from Orcon reading this has a set or a spine come and answer some questions because we are all tired of ya help desk telling us there's no problem when everyone in here knows different

67 posts

Master Geek


  #395489 25-Oct-2010 15:39
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I think you guys maybe forgetting that your on a consumer grade net connection which is shared with other users and speeds depend in their usage, usage on your exchange and the wiring in your house.

if you want the service and speeds of a high end connection get a business connection. Until the cost of international bandwidth comes down significantly you will always have this issue no matter what ISP you have, unless your telecom as 1/2 their customers are low bandwidth users. Those low end users are basically subsidizing the heavy users  as the $2 a gig you pay to orcon doesn't even cover the cost of that bandwidth you have used. you dont make money of consumer dsl

So next time you complain about slow net and your a heavy user try bear in mind that your isps probably not making any money off you


Oh and when it says "delivered as fast as your line will allow" think about what that means? it doesn't mean you should get 20megabit 24/7. If your not happy with your service then move

Emp

65 posts

Master Geek
Inactive user


  #395491 25-Oct-2010 15:49
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Falconz: I think you guys maybe forgetting that your on a consumer grade net connection which is shared with other users and speeds depend in their usage, usage on your exchange and the wiring in your house.

if you want the service and speeds of a high end connection get a business connection. Until the cost of international bandwidth comes down significantly you will always have this issue no matter what ISP you have, unless your telecom as 1/2 their customers are low bandwidth users. Those low end users are basically subsidizing the heavy users  as the $2 a gig you pay to orcon doesn't even cover the cost of that bandwidth you have used. you dont make money of consumer dsl

So next time you complain about slow net and your a heavy user try bear in mind that your isps probably not making any money off you


Oh and when it says "delivered as fast as your line will allow" think about what that means? it doesn't mean you should get 20megabit 24/7. If your not happy with your service then move


Ah was waiting for that type of reply.

Thanks you just refreshed my day. Perhaps they could actually fix the problem/issue and show some initiative and be productive, prior the customer having to be dragged along by a ball and a chain.

Oh then again I know, let the customer bare the inconvenience of having to change ISP, because they are "not making money off you". Are you that dense? Do you know the actual costs of buying bandwidth? I pay $150 a month for just my base costs, they are making money. Don't be so stupid and try put a curve ball into a very direct issue here;

Orcon customers are having speed/connection issues, not just one (If you read) and we deserve A) Answers, B) Prompt Trouble Shooting/Tech Servce and C) The issue to be resolved.

If you did furthermore read, you would see most customers were fine with speeds until about the last month - where I have been a customer for 6 months now, I was very happy with the service.

If you cannot remedy the situation yourself Falconz, then don't try and mitigate the issue with a non - exsistant solution. 

Get business line for home usage... The advice given here, the only solution you would get on a Business line is faster technical support over residential, which is not the answer for home users, low/medium or high usage profiles. 

34 posts

Geek


  #395492 25-Oct-2010 15:52

Falconz: I think you guys maybe forgetting that your on a consumer grade net connection which is shared with other users and speeds depend in their usage, usage on your exchange and the wiring in your house.

if you want the service and speeds of a high end connection get a business connection. Until the cost of international bandwidth comes down significantly you will always have this issue no matter what ISP you have, unless your telecom as 1/2 their customers are low bandwidth users. Those low end users are basically subsidizing the heavy users  as the $2 a gig you pay to orcon doesn't even cover the cost of that bandwidth you have used. you dont make money of consumer dsl

So next time you complain about slow net and your a heavy user try bear in mind that your isps probably not making any money off you


Oh and when it says "delivered as fast as your line will allow" think about what that means? it doesn't mean you should get 20megabit 24/7. If your not happy with your service then move


The service is fine 95% of the time. The issue is they tell bald-faced lies about it being wonderful and perfect the other 5% of the time. TBH, if they said "Hey, X is what's causing this and we know about it and we're working on fixing it," it'd be awesome. But we don't even get that much.

67 posts

Master Geek


  #395494 25-Oct-2010 16:05
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The fact of the matter is they are only maying ~$10 - $15 a month off you. Unless your prepaird to pay a higher monthly cost they cant afford to hire masses of support staff, they cant afford to call every one back.

we pay $2k a month for 10megabit national and 1megabit international to give you some comparison on costs.

It is not always the ISP at fault if there is an issue at the exchange, or the cabinet, or your home wiring its hard to track down and technical staff have a massive work load. And in alot of those cases they are relying on third party contractors at chorus or telecom to tell them whats going on.

If you call up and talk to some one about your issues make sure you get a case number and the next time you phone talk to that same person, create a relationship with them. Dont get angry and raise your voice they will be less likely to help you, treat them with respect and they will treat you with respect unless they are are jerk.


If everything fails, then find another isp that doesn't have the same issues, and change to them. They will soon get the message when their subscriber numbers start dropping. Which ironicly will mean that those who remain will have better speeds and service

34 posts

Geek


  #395495 25-Oct-2010 16:14

Falconz: The fact of the matter is they are only maying ~$10 - $15 a month off you. Unless your prepaird to pay a higher monthly cost they cant afford to hire masses of support staff, they cant afford to call every one back.

we pay $2k a month for 10megabit national and 1megabit international to give you some comparison on costs.

It is not always the ISP at fault if there is an issue at the exchange, or the cabinet, or your home wiring its hard to track down and technical staff have a massive work load. And in alot of those cases they are relying on third party contractors at chorus or telecom to tell them whats going on.

If you call up and talk to some one about your issues make sure you get a case number and the next time you phone talk to that same person, create a relationship with them. Dont get angry and raise your voice they will be less likely to help you, treat them with respect and they will treat you with respect unless they are are jerk.


If everything fails, then find another isp that doesn't have the same issues, and change to them. They will soon get the message when their subscriber numbers start dropping. Which ironicly will mean that those who remain will have better speeds and service


It's not a line issue. It's affecting multiple people across the city at the same time. This voids the cases of house wiring, and as we're on different cabinets/exchanges, the house-cabinet wiring too. Read the posts before you comment on the problem next time. 

I have been nice to the tech support people, doing the tests they've requested, and supplying as much information as possible. I know what it's like - I work in tech support too, though not in telecoms. They're just not getting to the problem quick enough, and they're insisting on the same thing you're insisting on right here without actually looking at any tests or listening to us in any way, shape or form. It's. Not. The. God. Damn. Lines. At the very closest it's congestion, which they should by rights be able to identify quickly.

And you're right, dropping their subs is the best way to get their attention. So is leaving a 44-page+ long thread about their poor service - it's pretty easy to come across geekzone when searching google, and pretty easy to notice this thread. Badwill/bad word of mouth is not good business either, and helps to get the message across.

I tend to believe that the grass isn't always greener of the other side, which is primarily why I haven't shifted yet, but I have to say, the Telecom Pro Plan grass is looking pretty green right now... 

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