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399 posts

Ultimate Geek

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# 107551 14-Aug-2012 16:36
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I am a bit bemused at what is happening when moving from Telecom with Orcon for tolls and Internet to a Genius plan.  As far as I can see there is nothing on the Orcon website that explains that there may be a loss of phone service during this transition - if there is then I missed it.

I got a confirmation-of-order email fairly quickly, the Genius box arrived and a follow-up email saying the switch would be at 6pm tonight (14th).  This morning I got another email saying the service had been switched and to install the new box which was duly done.  In fact, because I had a Genius lite as a rented homehub I simply swapped the boxes over.  The new box lit up as expected, including the phone light.  Plugged in the phone and made the mistake of thinking that because I could hear a dial tone that the switch was complete.

Not so.  Dialing out (any number it seems) simply gets an Orcon recorded message to call the help desk.  At least the helpdesk call went through.  It seems that there could be a delay of up to 24 hours before the voice service is switched from Telecom to Orcon.  There was nothing in any email to explain this - the booklet that came with the new router simply says that if the phone light is on all is OK.

I understand that the voice switchover probably involves Telecom taking action of some sort and that Orcon would have no control over that - but I do think that this should have been explained in one of the 3 emails from Orcon so as to set expecxtations correctly.

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  # 672394 14-Aug-2012 17:34
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The changeover involves Orcon porting the number to their network - Telecom typically be responsible for delays.

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  # 672478 14-Aug-2012 20:26
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I would of thought Orcon could give you line a to make calls on. Just no incoming calls would be received until all the routing was updated.

 
 
 
 




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  # 674810 20-Aug-2012 21:30
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Well finally the switch to Orcon Genius is complete but the service was far from satisfactory.  Although I could still receive and make calls from Telecom we had no idea when or if the switch had been made.  Today I tried to make a call and got an interupted dial tone from Telecom.  On switching the phone to Genius the call went through.  Tested an incoming call to the landline number using a cellphone and this too worked.  So the switch from Telcom landline to Genius has been made.

Unless I missed it, there is absolutely nothing from Orcon that describes the change process that those who swap to a Genius plan can expect.  At the very least this should be described in the email Orcon sends that tells you to install the Genius device.

There is also no follow-up to let you know that the process is complete.  You dont know whether you have any voice service or who is providing it unless you monitor dial tone by switching phones from existing wiring to the Genius device and attempting to call in or out.  While Orcon may be dependent on the other Telco (most likely Telecom) to do this I still feel at least an email could be sent by Orcon if they believe that the porting is completed.

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  # 674830 20-Aug-2012 21:48
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Weird, you usually should have got an SMS when everything had been completed, might be best to give them a ring just to make sure.




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  # 674864 20-Aug-2012 23:23
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OldGeek: Well finally the switch to Orcon Genius is complete but the service was far from satisfactory.  Although I could still receive and make calls from Telecom we had no idea when or if the switch had been made.  Today I tried to make a call and got an interupted dial tone from Telecom.  On switching the phone to Genius the call went through.  Tested an incoming call to the landline number using a cellphone and this too worked.  So the switch from Telcom landline to Genius has been made.

Unless I missed it, there is absolutely nothing from Orcon that describes the change process that those who swap to a Genius plan can expect.  At the very least this should be described in the email Orcon sends that tells you to install the Genius device.

There is also no follow-up to let you know that the process is complete.  You dont know whether you have any voice service or who is providing it unless you monitor dial tone by switching phones from existing wiring to the Genius device and attempting to call in or out.  While Orcon may be dependent on the other Telco (most likely Telecom) to do this I still feel at least an email could be sent by Orcon if they believe that the porting is completed.


Why not provide some constructive feedback to them and make the suggestion? There is their marketing guy Quintin Reade who posts on here so maybe drop him a line.




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Vocus

  # 674947 21-Aug-2012 09:06
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Hi there,
Apologies, you should have received a number of emails during the process describing all the steps.
What's your username (feel free to PM it to me)? I'll have a look into what happened in this instance.
Hope it's all working well for you now!
Cheers,




Head of Brand and Communications
Vocus NZ
[Slingshot, Orcon and Flip]




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  # 675032 21-Aug-2012 11:24
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I have PMd Quentin.

For the record:

a) The last email received was an instruction to connect the Genius device.
b) No txts were ever received.
c) I did log a helpdesk call about the delay in porting the phone - last Tuesday.  The helpdesk person explained that the 'change' could take up to 24 hours.  A second call 24 hours later got an explanation it could take up to 4 days.  It took just over 6 days.

I have very few problems with Orcon - but when I do I find that the fastest and best results come from posting in this forum.

 
 
 
 


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  # 675148 21-Aug-2012 15:44
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Have PM'd you OldGeek.
Apologies from me - was a bug in our automated system that wasn't porting numbers as it should. The team are fixing it as we speak...
Cheers!




Head of Brand and Communications
Vocus NZ
[Slingshot, Orcon and Flip]




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  # 675201 21-Aug-2012 18:14
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quentinreade: Have PM'd you OldGeek.
Apologies from me - was a bug in our automated system that wasn't porting numbers as it should. The team are fixing it as we speak...
Cheers!


Thanks for your efforts Quentin.

I have been an Orcon customer since the days when Seeby Woodhouse owned and ran it.  The Genius has been out for over a year now - and therefore the process of converting an existing customer to it should be mature and reliable.  The fact that it is not reflects poorly on Orcon.  In my case, low call volumes meant that no great problems but others may not be so lucky.

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