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99 posts

Master Geek


#89614 6-Sep-2011 09:58
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First up I would like to thank Softswitch & Sounddude these guys have been great and I hope Orcon realise the work you guys do in smoothing the water for them.

Ok so I have been an Orcon customer since back in the days of dail-up so a long time.
We have always been happy with Orcons product/service and price so when I heard about 
Genius and worked out we could save a few $$ we thought why not.
We did go in thinking ok there could be a few teething issues etc as it was new tech to the main stream etc so we didnt go into this thinking it would be straight forward but were we prepared for what has happened the answer to that is a big fat NO.

So the story so far

Changed over to genius mid August change over went ok but hey it works well kinda.

We had the well documented problems with call waiting which for us was a big deal
Got no help thru the help desk but the Orcon guys in here manged to turn it off easily enough
even after being told by the help desk that it couldnt be turned off?

Then we had the issues of call quaility, lag echo and just sounding like you were talking thru 
a plastic bag it did seem to vary in that some calls were ok others crap and on top of getting cut off if someone else tried to ring us it was all very frustrating but atleat we had a phone I guess.

Voicemall is still a problem sometimes you would get an email other times it was on the phone which was a pain as you had to check 2 places to see if you had a message but at leat we were getting messages I guess.

Then got an email saying Unfortunately, as we have found after investigation you are now getting interference on your line which is causing slower speeds than normal. To rectify this we will move you off of our equipment in the exchange onto the new equipment in the local cabinet.
Sweet I thought might be getting somewhere and at this stage we had got used to the little issues and we still had phone & internet.

So yesterday a guy called to say he would be round in 10mins sweet better ring the wife and let her know lol to cut a long story short he left saying he had done all he could do but now we have no phone or internet grrrrrrrrr
So I get home from work and have a look check passwords etc no luck on the phone to orcon wow wait time is down only about 15mins to get thru but still no go after a reset of genius etc um will have to get someone out again how long will that be oh up to 48hrs which I guess would be ok if everything else had not happened but by this stage I was pretty mad only to follow-up with Orcon this morning to be told a techie hadnt been booked and the 48hrs starts now grrrrrrrrrrrrrrr

So Orcon I just give up you have 48hrs to sort this or its over between us lol

   


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325 posts

Ultimate Geek

Trusted
Vocus

  #517388 6-Sep-2011 11:12
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Hi, sorry to hear about this. Can you please message me with all the details you have (order number, username, etc) and we'll get onto it straight away.
Cheers.




Head of Communications
Vocus NZ




99 posts

Master Geek


  #517404 6-Sep-2011 11:30
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quentinreade: Hi, sorry to hear about this. Can you please message me with all the details you have (order number, username, etc) and we'll get onto it straight away.
Cheers.


Thanks Quentin message sent

 
 
 
 




99 posts

Master Geek


  #517428 6-Sep-2011 12:08
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Well it seems to be all working again?
Not sure what has gone on but thanksCool 

325 posts

Ultimate Geek

Trusted
Vocus

  #517443 6-Sep-2011 12:33
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Good stuff, glad we sorted it nice and quickly :)




Head of Communications
Vocus NZ


1559 posts

Uber Geek

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  #517466 6-Sep-2011 12:57
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I understand your previous frustrations, but the latest outage you had sounds like a standard time period when chorus switch over a connection from the exhange to a cabinet - so it was out of Orcons hands really..



99 posts

Master Geek


  #517474 6-Sep-2011 13:09
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jonb: I understand your previous frustrations, but the latest outage you had sounds like a standard time period when chorus switch over a connection from the exhange to a cabinet - so it was out of Orcons hands really..


That may be but Orcon sure didnt seem to know that, untill I posted here Orcon had told me at 8:30AM this morning that Chorus had to come back nothing about a time period etc as If that was the case I would not of had my rant here and would have waited all be it a little frustrated  

94 posts

Master Geek


  #517482 6-Sep-2011 13:21
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I still think that Orcon's FAQ troubleshooting page needs to have a big link to this forum, and the guys on here should be paid overtime when they help us out after hours. Instead the FAQ and helpdesk staff's main solution is to reset the router, which is not always the right solution.

 
 
 
 




99 posts

Master Geek


  #517487 6-Sep-2011 13:26
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Splatty: I still think that Orcon's FAQ troubleshooting page needs to have a big link to this forum, and the guys on here should be paid overtime when they help us out after hours. Instead the FAQ and helpdesk staff's main solution is to reset the router, which is not always the right solution.



99 posts

Master Geek


  #517488 6-Sep-2011 13:26
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Splatty: I still think that Orcon's FAQ troubleshooting page needs to have a big link to this forum, and the guys on here should be paid overtime when they help us out after hours. Instead the FAQ and helpdesk staff's main solution is to reset the router, which is not always the right solution.



99 posts

Master Geek


  #517489 6-Sep-2011 13:26
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opps I couldnt agree more

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