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130 posts

Master Geek


  #395893 26-Oct-2010 16:40
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This thread has been a place where we can find out whether other people are having issues with their Orcon Broadband. Obviously there are problems.

Youtube is a joke even at 360 or 480 quality. Packets are being stalled.
I am on a conservative DSL profile to reduce the disconnects.

I am awaiting with anticipation for a cabinet to be installed in my street so I can switch back to Telecom. 

27 posts

Geek


  #395894 26-Oct-2010 16:42
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Daylo:
Alhall: www.OrconthenewXtra.co.nz? has a kind of ring to it

That may have been true in the day.? Hell I even went to Orcon from Xtra those many years ago and it was pretty good.? But since I've moved "back" to Telecom on a Pro plan in the last two months, Orcon looks quite immature in its technology space and provision of services.

Still, as I keep saying I hope all works out for those still having issues.

Pray you never get to see how bad the Telecom/Xtra provisioning system really is :-) it would be quite difficult to put something worse in place.

 
 
 
 


Emp

65 posts

Master Geek
Inactive user


  #395899 26-Oct-2010 16:48
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alliao: Numbers ugly as in orcon's not making much money, obviously threads like these don't help. I can only imagine the pressure the management's under. 

I agree that there will be obvious issues if emp's getting 50 disconnects or whatever, but from orcon's end they're saying it's 4. Which is a normal figure.. 

If Orcon isn't lying, then customer service is pretty shockingly bad. Considering the hoops Emp had to jump through and getting told different story everytime. 

If Orcon is delaying, then there're things people want to know. Namely how soon? Will it ever be fixed? stuff like that. 

If Orcon is lying, then that's obviously bad... don't need to go there. 

My "fixed" was just a cynical remark, in the case that if Orcon's really lying. I like the fact that you concentrate on the difficulty of emp's possible issues, but not on the feasibility of my fix.

oh yeah, the whole UK accent thing's pretty poor taste...seriously?


Well they said seventy three for my total over I think I asked him 5 weeks, but he may of just done the last billing cycle, unsure really. That is a huge amount though seriously.

Management at Orcon is shocking, after talking to the English lady from England - what more can I say, she doesn't exactly sound like a Maori Women from Huntly.. (Not being racist here I have a bit of native blood in me myself). - their is no hope in communicating with them on a residential level, they don't really give two fcuks about us. 


It is now 4.34, I am offline while typeing this, I have just got another disconnect to the service, that is two within one hour, first at 3.14pm and now 4.34pm. And I am meant to pay for the Chorus tech after all that is happening? The first I spoke to a young CSR called Josh; he has been helpful, on the phone right now to ring in about the second disconnect again within a hour basically and I shall name the CSR here I deal with;
his name is Cameron 


So back to fcuking square one again. Seriously something is fcuked with their network big time. Oh I just typed Big Time without knowing I did lol the irony...


Ahhhhhhhhhhhhhh just want good speeds and stabe net. Telstra vs Orcon? 


So now my connection coming back. Waiting for Dylan the Tier 1 support to ring me before the end of the day, afterall the Tier 2 guy he got to ring me said he would be doing so. Lets see Orcon Customer Service.

34 posts

Geek


  #395904 26-Oct-2010 16:55

Satire: Pray you never get to see how bad the Telecom/Xtra provisioning system really is :-) it would be quite difficult to put something worse in place.


This is probably the worst thing you've said so far - in that it's likely completely true, horrible, and causes more problems for us all than we know about. :P


And in regards to Falconz thread deletion post... If people don't have Orcon, don't have connection issues, can't offer any more advice or suggestions as to the causes beyond that we should all shift ISPs (which has been said enough now that I'd say putting it out there more so is fairly redundant), why are they posting here?

True, the issues may have shifted slightly in apparent symptoms from the original post, but what's wrong with keeping all similar connection troubles in one thread? Would you prefer a new thread every two weeks, rehashing the same information every time, over and over till they fix it? At least here it's all in one thread you can avoid if you want to.

Emp

65 posts

Master Geek
Inactive user


  #395905 26-Oct-2010 16:57
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Now tell me about Orcon and EUBA, are all residential customers who are in the "Blue Zone" or whatever they call it on this? Or do you have to request this? Kinda might be thinking the obvious here but looking for some clarity about the situation.

jsr

16 posts

Geek
Inactive user


  #395907 26-Oct-2010 17:00
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Any good media sources to take legit bad customer service events too? Campbell Live, Close Up, Fair Go, Target, Newspaper? Who do you think would like to hear out from a customer...


I have a better idea ...



 

67 posts

Master Geek


  #395908 26-Oct-2010 17:00
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What I would prefer for people who just want to bitch about how crap their net is  to resolve it with their isp and just fix the issue. if I were you I would have moved ISPs along time ago

Also Orcon send out Chorus, Telecom also send our Chrous, if they dont find an issue when your a telecom customer you still have to pay for the call out.  


From everything you have said the next real step is to get a chorus tech to come out and take a look.  

 
 
 
 


27 posts

Geek


  #395910 26-Oct-2010 17:03
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Emp:

Well they said seventy three for my total over I think I asked him 5 weeks, but he may of just done the last billing cycle, unsure really. That is a huge amount though seriously.


2 a day is not shocking, it might be on the slightly high side, but it all depends what the actual reasons for the disconnect were.

Emp:
Management at Orcon is shocking, after talking to the English lady from England - what more can I say, she doesn't exactly sound like a Maori Women from Huntly.. (Not being racist here I have a bit of native blood in me myself). - their is no hope in communicating with them on a residential level, they don't really give two fcuks about us.?


The way you go on it is not surprising they don't want to deal with you. And why do you insist on continuing with the 'English lady from England' part ? what possible relevance does it have to the conversation ? Have you instead gone back and started to investigate everything fobski laid out in his post a page back ? have you tried to test to your closest hop into your ISP to see if the problem is somewhere slightly closer than 'somewhere between you and the speed test site in the USA' ?

Emp:
It is now 4.34, I am offline while typeing this, I have just got another disconnect to the service, that is two within one hour, first at 3.14pm and now 4.34pm. And I am meant to pay for the Chorus tech after all that is happening?


Do you actually listen to anything that's said to you ? If the fault is found NOT to be with your end then you wont have to pay for the technician. The technician will be able to diagnose your link a lot better than you are able to as they can run tests on the wiring in your house, to the next demark point, back to the exchange, look into the ports allocated on the DSLAM, check backhaul connectivity, even run a frequency scan on the line to see if there is some form of crosstalk going on. If its something like this that you have no control over its unlikely that you will be charged for it. If its something like you forgetting to reboot your router when they asked you to then you can bet you'll be charged for it. (there det, it was almost a turn it off/on again !)

Emp:The first I spoke to a young CSR called Josh; he has been helpful, on the phone right now to ring in about the second disconnect again within a hour basically and I shall name the CSR here I deal with;
his name is Cameron?


So back to fcuking square one again. Seriously something is fcuked with their network big time. Oh I just typed Big Time without knowing I did lol the irony...


Ahhhhhhhhhhhhhh just want good speeds and stabe net. Telstra vs Orcon??


So now my connection coming back. Waiting for Dylan the Tier 1 support to ring me before the end of the day, afterall the Tier 2 guy he got to ring me said he would be doing so. Lets see Orcon Customer Service.


Just a hint, when you start getting issues like this, insist on talking to a single guy, then they won't get the stories all mixed up between multiple people and they will better be able to look after you as a customer. In some ways it seems half the problems you are experiencing are by not helping the helpdesk help you.

67 posts

Master Geek


  #395914 26-Oct-2010 17:13
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I would like to point out that one of the biggest posters to this thread is an Orcon employee in their NOC, Who has gone way above the call of duty trying to help people. Hes offered plenty of advice and has been able to help where possible.


 Go back and read some of his posts ( sounddude ) 

143 posts

Master Geek


  #395916 26-Oct-2010 17:18
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why should we get bad service from 5pm till 1am, everyone comes home from work and use orcon and cant surf the web properly because of poor service at this time, and my mate is up the road on telecom and another friend is on snap and they dont have any downgrades in speeds at all even at peak time.

27 posts

Geek


  #395932 26-Oct-2010 18:04
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rdjacobs: why should we get bad service from 5pm till 1am, everyone comes home from work and use orcon and cant surf the web properly because of poor service at this time, and my mate is up the road on telecom and another friend is on snap and they dont have any downgrades in speeds at all even at peak time.

That would depend.

22 posts

Geek


  #396073 27-Oct-2010 00:03

People can we just stay focused on the issue at hand? The only relevant facts are:

1) most of the people posting to this thread are dissatisfied Orcon customers,
2) most of us feel that Orcon's service has been substandard, and that they have essentially ignored our legitimate complaints,
3) people posting on this thread are primarily interested in persuading Orcon to account for their poor service and to provide us, their customers, reasonable assurance that adequate service levels will be achieved according to a set time table.

While we are all frustrated, I hope that we can refrain from slander and bickering. If this forum is not suited to joint consumer complaint I'll be happy to go elsewhere.

89 posts

Master Geek


  #396077 27-Oct-2010 00:36
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I've got to say, that although there were a couple of hiccups around 21st/22nd this Month, I've been quite happy with my Orcon service lately. There were a couple of rough patches around 15th of September and again on 1st-3rd of October, but in general it's been pretty good. Video streams fine, which is the main thing that I get annoyed about when it doesn't work, so yeah, quite satisfied. 

287 posts

Ultimate Geek


  #396085 27-Oct-2010 06:30
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Re Disconnects. I was getting a lot of them. 99% between midnight an 1am, up to 150 a day in that time range. It didnt happen all the time but enough to get me calling Orcon.

After the normal "have you restarted the modem" etc i unplugged my 2 mysky boxes from the phone line and for the last month there have been no "unplanned" disconnects.


305 posts

Ultimate Geek


  #396088 27-Oct-2010 07:06
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Orcon's fine when it's not peak time, which isn't exactly ideal...




Creator of Tallowmere.


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