Orcon - Killing our business no phone line no connection, no solution.

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Orcon - Killing our business no phone line no connection, no solution.

Scotsman

83 posts

Master Geek

#93163 15-Nov-2011 08:15

I have been with Orcon for years and our home business that we live off means we need a connection that we can depend on, here is my tale of Woe, if someone from Orcon can help me here, this is your last chance before I pull the plug and start down a long road of compensation for loss of business.

I called Orcon a month ago to tell them we were moving house on the 18th Nov.

They sent me a date confirming the 11th of Nov.

I then called them to say "Hey just so you know you have the date wrong, its the 18th not the 11th".

"Ah right, yes sir, we'll get that changed for you, cant have you and your home business cut off, 18th it is".

Lo and behold, guess what happened.....yes you guessed it, on the 11th to no phone line and no net access.

Its now the 15th we have no net access and no phones, we have to use our mobiles to make calls.

Orcon apparently have us connected and have a completed job by the tech at the new address even though the current owners still live there and use an Orcon connection !

Orcon cannot confirm that we will be connected at all when we move on the 18th. They say the tech completed the new connection even though the current owner turned him away!

Orcon have not offered any solutions to get us connected this week. We basically live off our home design business which is just hemorrhaging money with no fix in sight.

Orcon have not arranged to get a tech on site to confirm connection was done, I was meant to have received a call from a supervisor yesterday confirming this. (Even offered to go on site and test modem while he called me to confirm).

Honestly Orcon, I am shocked at your lack of support. Your staff seem to (90% of them anyway) rely on bumping people between queue's, issues get a total lack of ownership.

So here I am making all calls via mobile, after buying a 2 degrees data stick to get online, I wonder if Orcon will even man up and accept these costs are entirely there doing not to mention what they have cost our business to date ......?

One Orcon staff member who actually wanted to help me (rare creature) told me my account was a total mess and said "I'm sorry I cant say when your going to get connected at your new address".

I am still awaiting a call from this supervisor, who really hasn't put any solutions in place or offered any compensation.

The only reason that we haven't closed our account is because Orcon Genius promised we could keep our original phone no. between exchanges.

Ticket no is: 134775.
Account no. is 12538717.

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6434 posts

Uber Geek

#545452 15-Nov-2011 08:18

just a question.

are you planning to use the Orcon Genius (a residential product) for business?

Scotsman

83 posts

Master Geek

#545453 15-Nov-2011 08:21

No we have a seperate line for the business that we are going to switch on, I was planning on seeing how well Genius ran for a week or two while we get the office set up.

Given these events to date, It looks like we may use that line entirely differently.

trig42

5811 posts

Uber Geek

ID Verified

#545457 15-Nov-2011 08:32

I thought it was possible to take your number with you wherever you go these days (so you wouldn't need a VOIP product like Genius).

Might be time to talk to another telco, just so that you will be connected when you get to your new house.

Zeon

3916 posts

Uber Geek

Trusted

#545459 15-Nov-2011 08:34

If you depend on a connection if you move there are two things you should do:

Use a portable VOIP solution for the phone line like Xnet VFX/DVX or 2talk that will work off any internet connection
Always install and test as a new connection (internet) at the new address before you move

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freitasm

BDFL - Memuneh
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Geekzone

Lifetime subscriber

#545462 15-Nov-2011 08:53

trig42: I thought it was possible to take your number with you wherever you go these days (so you wouldn't need a VOIP product like Genius).

You can't always take a number between exchanges, unless you are using VoIP.

To the OP, you might be in a much bigger problem, if you find out there's no line available at the Exchange or cabinet - and you are put in a queue.

Try getting things installed. If not possible then come back - there is always the possibility of moving the number to another VoIP provider and using mobile data (depending on coverage, costs for new equipment, etc).

Scotsman

83 posts

Master Geek

#545558 15-Nov-2011 11:33

Latest from Orcon is that the Genius connection/install is complete at the new address.

However the team member at Orcon said that the current owner should not be connected if my Genius install has been done correctly.

I know for a fact he is online and has a working phone.

"Not possible" say Orcon, "Ok" says I, "where do we go from here?, if this guy has a connection and isnt using Genius, surely you have not completed this correctly?".

"Errrrr.....well we dont actually know sir, you job shows a succesfull connection and also a faulty install at the same time"........

Wow.

So now my account shows a faulty install and also shows a complete install.

Orcon say they cannot confirm until I move to that address, even though the current owner is happily connected which in theory he shouldnt be. I am going there today to test the modem/package they delivered weeks ago to that address.

I was told again that there is nothing else they can do after asking for a tech to check again or for someone to test this line/set up.

Doing nothing is apparently what Orcon appear to great at in terms of solutions for a customer with 5 days of no connection.

Outstanding customer care, I remain with no connection and no phone and no call back from the Orcon supervisor.

Ragnor

8221 posts

Uber Geek

Trusted

#545622 15-Nov-2011 14:14

Very poor service, especially screwing up the date.

However I would also agree with Zeon's advice. Safer to leave your account running at your current place right up until you've moved out and just started a new account at the new place a before you moved in.

Q: Is this a consumer or business plan you're on with Orcon?

For a consumer plan you have to accept the delivery time on a connection move is not guaranteed to be on a specific day (though it usually is), the delivery time limit before penalties for Chorus/Telecom Wholesale is something 10 working days I believe.

This is the nature of a cheaper consumer service, business services are more expensive and have tighter service levels.

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Talkiet

4792 posts

Uber Geek

Trusted

#545640 15-Nov-2011 14:53

I certainly sympathise with your situation, and yes, Orcon seem to have dropped the ball on this - but if you had a business grade connection with SLAs around MACs and provisioning, you'd almost certainly have a better lever to pull... By the sound of it, since you're "hemorrhaging money" it might be worth looking into a business connection to run your business on, instead of a residential service with no SLAs at all.

I'm working from home at the moment and I have 2 ADSL connections from different providers. I have had times when one of the providers has been down and I've needed to switch to backup.

It's cheaper than a business connection, and while it doesn't provide perfect backup (there's still shared infrastructure) it's a good, relatively cheap solution. I also have a T-Stick which I have also needed to use (in the wake of the February 6.3 when I was working from home with a generator in the garden for a couple of weeks)

Hope your issue gets sorted - but bear in mind you are paying them the same amount as a Joe Average home user, it's logical they give the same sort of support as they would to Joe Average... (I agree though that messing up the dates is sub-par)

Cheers - N

Please note all comments are from my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

quentinreade

351 posts

Ultimate Geek

Trusted

2degrees

#545671 15-Nov-2011 16:29

Hi Scotsman,
Sorry to hear of the issues. If you can PM me account details we can look into this for you.
As Talkiet notes, business products have superior SLAs, and I'd urge you to have a look at these, or another form of connectivity backup.
We have many customers running businesses via residential connections and this often isn't ideal. Any fault will, of course, be treated as a residential fault, and this often leads to problems for the business owner.
That said, please fire me some details and I'll see what we can do.
Thanks.

Comms chap

2degrees

Scotsman

83 posts

Master Geek

#545675 15-Nov-2011 16:51

Was at the property today to test the connection they and their tech said was completed and yes, you guessed it, its not working!

So now they have to send out another Tech to try and do the same and do a new connection or fix the issue.

Yes, I admit that our Business has outgrown our residential line, I will let Orcon try and put this right as we need to keep that no. intact.

Good advice and admittedly I did expect them to somehow screw this up, I haven't ever had an issue moving address's in the past however.

The second line will most certainly become a business line in the next few weeks once this gets set up.

But I ask myself as I peer into the tangled void that is Orcon's maze of utter chaos............

1 - How the hell do you get a date wrong when your called twice weeks before hand telling you 'you have the date wrong Orcon'?

2 - How the blazes does a tech, turn up at a house a week early, get turned away by the current owner who's using Orcon and then manage to log the job 'completed'?

3 - How on earth does Orcon's system show the Genius line as active and running at an address that is currently being used (without interruption) by a non Genius Orcon customer?

4 - Why did this take: 10 Notes entered on my account, 5-7 calls a day, one escalation request a day, a supervisor who never rang back and about 4-7 hours worth of calls and send your customer out to do a tech's job on site just for Orcon to figure out they had screwed this up?

Does any of this inspire confidence?....errrrrrr......no.....god only knows what the future holds for myself and Orcon.

NZCrusader

646 posts

Ultimate Geek

#545676 15-Nov-2011 16:52

Make life easy.

Go Telecom.

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Scotsman

83 posts

Master Geek

#545684 15-Nov-2011 17:07

NZCrusader: Make life easy.

Go Telecom.

I would have already, but I need to keep the no. its on all our advertising and we cannot afford to reprint at present....perhaps in the near future we shall see how Orcon do when I set up a business line next month.

graemeh

2078 posts

Uber Geek

#545695 15-Nov-2011 17:19

Scotsman:
NZCrusader: Make life easy.

Go Telecom.

I would have already, but I need to keep the no. its on all our advertising and we cannot afford to reprint at present....perhaps in the near future we shall see how Orcon do when I set up a business line next month.

I must be missing something here, can't you just move the number over to Telecom? It shouldn't be that difficult as Orcon say you have a working connection so there are no pesky pending orders to disrupt the move.

Scotsman

83 posts

Master Geek

#545699 15-Nov-2011 17:53

I have been told by Telecom and others that they cannot move no.s to a different exchange.

snnet

1410 posts

Uber Geek

#545781 15-Nov-2011 22:01

You can still port that number to another VoIP provider such as 2talk (excellent advanced features for a very small cost- all managed by their system or your own), vfx (slightly more of a headache to provision IMO due to their teams working hours - unless this has changed which is possible) or others... For me, keeping it separate from my ISP was a good idea, and you can failover the VoIP number to a physical landline number (or mobile number) should a failure occur.

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