Tried to get Genius installed on a new line that I had put in for my home office. Got emails and texts that it was all connected, unfortunately still had a dial tone. Made calls to Orcon (average hold time about 20 mins each time) was told that they would look into it and call me back. After a few hours the dial tone disappeared so plugged in Genius router, nothing happened - no adsl sync or anything to suggest that it is connected to line. After a couple more hours gave up waiting for promised call back and rang them again, was told that the reason no one called me back was that a 'priority ticket' meant they would call me back within 24-48 hours with an expected time that something might be fixed. So two days to be told how long it would then take! Was promised a call back the next day after midday with an update.
At 7pm after no call back tried calling again. On hold for 40 mins this time - finally got through to 'provisioning guy' who had absolutely no empathy that being without a phone or internet was any big deal. He then informed me that all tickets were priority. He gave me the decency of looking at my file and said that it would take 3 - 5 days for someone to try and fix the problem as they used contractors and that was the best they could do. By the way the weekend doesn't count towards the days!
In the mean time they then removed all my services from a completely unrelated account and it took a few more phone calls to sort that one out. Can only assume someone found some link between the accounts and decided that I didn't really want two connections. In this case I have to give kudos to Dan.B for excellent customer service in sorting it out. Strange how you can be so grateful that someone was able to reinstate something that should never have been touched!
A mate of mine has been waiting for over two weeks now for Ocron to get back to him about slow sync speeds. Despite multiple calls and too many hours wasted on hold they just don't get back to him. Not acceptable.
Wish I had read the forums before I signed up to Genius, didn't realise that a naked connection was so difficult to get installed properly and that Orcon's customer service had deteriorated so badly.