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1037 posts

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Topic # 111137 25-Oct-2012 11:58
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We so often hear about bad news stories with ISPs, but rarely hear about the good news stories.  There seem to be even fewer stories about the just plain ordinary.  I thought I'd fix that.

My mother-in-law, recently moved from Napier to Palmerston North, needed to get hooked up with a phone and internet at her flat.  We looked at the options and settled on Orcon Genius 30GB (ADSL), as it was the best value option for her situation (not technically-minded, needed a simple solution that just worked). 

We filled out the online form last week (Tuesday night).  The following morning, the new email account was active.  On the same day, we received two emails - one confirming the delivery of her modem, and one advising the provisioning date of Wednesday 24 October.  By Thursday, the Orcon Genius arrived.  By 3pm yesterday, the line was active.  I went round and connected the Genius, and everything worked, first time.  The included handset worked, and the phone was active.  The internet connected without a hitch, and returned a speed of about 13.5Mbits (at 7pm) - I only get 5Mbits max at home (on Xnet)!

Overall, I was very impressed.  Everything went precisely according to plan.  Orcon delivered exactly what and when they promised.  The provided equipment and instructions did the job (though the Genius itself feels a bit plasticky, but that's just me I guess).  The whole experience was nothing out of the ordinary, but I thought it might be reassuring to some people who hear horror stories about ISPs - that sometimes (hopefully, most of the time) things just work.

Well done Orcon.

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  Reply # 706228 25-Oct-2012 12:28
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Thanks for that. We have been looking at changing ISP and Orcon has come to the top of the list, although I have been reluctant due to the normal horror stories most often read. I am sure ISP's get things right for 99.99% of people 99.99% of the time, we just never hear about that.




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  Reply # 706230 25-Oct-2012 12:32
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Thanks for the feedback! It's really nice to hear. We (and by we I mean those in the industry), know that most people have a pretty jolly good experience, most of the time, but it's really good to see it in writing :) Cheers!




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


 
 
 
 




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  Reply # 707892 28-Oct-2012 13:55
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An interesting little footnote to this story. I got a message on Thursday evening from Xnet, ringing to say that they had read the post above, and they had checked out my line stats and reckon I should be able to get closer to 7-8Mbits. Andre, who left the message, wanted to make contact to run through a few checks, and if necessary log a ticket with Chorus.

I've been with Xnet for years, and I have to compliment them on this customer service - going above and beyond the call of duty. Especially as this isn't even in the Xnet forum! I haven't got back to Andre yet, but will try and call back. Unfortunately, I don't think it will be worth while, though, because the contractors are busy laying UFB in the street, so I'm crossing my fingers for a UFB install in 4-6 weeks. But I'll probably be going with Snap or Orcon. But still - kudos to Xnet for taking the initiative! Just wish I'd thought to investigate speeds earlier (I'd kind of resigned to low speeds after assuming it was just distance to the exchange/condition of the wiring, etc)...

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  Reply # 708663 29-Oct-2012 20:12
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not wanting to offend but I would a) ensure 111 worked, you can call them and explain it is a test call from a voip connection, b) enter your mothers details on the 111 directory as they can not easily id where a voip connection is calling from then again orcon may have done this bit already



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  Reply # 708933 30-Oct-2012 09:27
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I'm not so sure about this. If I rang 111 and said it was just a test call, I can't imagine they would be too pleased about this. What's more, I would hope that Orcon would have ensured that the 111 service is accessible from a VOIP setup, especially as the Genius is now their default offering and there must be plenty of non-geeks out there who wouldn't think to check 111 and confirm details. Then again, maybe I'm being naive... what do other people think?

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  Reply # 708945 30-Oct-2012 09:38
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Lizard1977: I'm not so sure about this. If I rang 111 and said it was just a test call, I can't imagine they would be too pleased about this.


Yeah, I wouldn't recommend doing this...

http://telecom.custhelp.com/app/answers/detail/a_id/2081/~/telecom%27s-part-in-providing-111-services


Important things to remember
  • 111 is an Emergency Service, please ensure you only ring when there is a genuine emergency
  • Do not make test calls to 111. This ties up operators from answering genuine emergency calls. Also, non-genuine landline calls incur a charge.
  • Clearly articulate which service your require "Fire, Ambulance, Police"
  • Have your address or location information and the nature of your emergency details ready
  • If you are reporting an incident (eg a fire or a car accident), there may be many other people ringing to report it as well, which may result in a slower answering time. Stay on the line and an operator will answer your call as soon as possible.




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  Reply # 708996 30-Oct-2012 10:18
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I've got nothing but positive things to say about Orcon, besides a little hiccup with moving house that ended up with a house on a street with the same name in Christchurch instead of Wellington being assigned the work, they pretty quickly resolved the issue following my meltdown on twitter.

I get a megaton of data, the speed is generally good (in spite of the dodgy wiring in my house) and it's cheaper now than it was a year ago.

Nothing to complain about really.

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