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5 posts

Wannabe Geek

Topic # 113359 14-Jan-2013 22:32
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Has anyone else ever had problems changing plans with Orcon? I have found it to be a difficult and frustrating experience. The customer support is appalling, the website is broken, provisioning does not talk to accounts, and no one ever, ever, contacts the customer if there is a problem. Let me tell you my story.

This is the second time I have changed plans with Orcon to take advantage of newer better value options - once a year or two ago I went through a somewhat drawn-out saga which was resolved after several phone calls to customer support. It took about two months. But my latest attempt has taken four months without my requested plan change being actioned. Still waiting.

In September 2012 I logged in to My Orcon and selected Change My Plan, then chose to view new plans and chose a Genius plan that offered 60GB for $89 with Free National Calling. A few days later i got an email confirming these details and saying the change would happen at the next billing cycle.

The next billing cycle came and the new bill was still showing the old plan. Another month went by and still no change. I phoned Support and talked to a guy who apologised, said that a plan change request was still there on the system, and that he would ensure it went through to provisioning, and furthermore that I should disregard the last bill and he would prepare a new one at the $89 rate. Great!

Next month, no change, no new bill, and a txt message demanding payment of the old bill I had not yet paid. I phoned support again. This time the support person phoned Provisioning while i held the line and came back to me that the plan i had requested of 60GB for $89 was not available as requested - it was actually a Genius plan and that Provisioning could not supply the plan unless I accepted Genius. Baffled, I said that I had selected the plan through the Orcon website and surely it was not possible to select a plan that could not be provided? This got me nowhere so I simply said "okay please change my plan to Genius, with the 60GB at $89" and was told that this would happen. I then asked about my last few bills and reminded the support person of how i was told a new bill for the previous month would be sent at the $89 rate. The guy said "well let's just get Genius set up first, and then we will deal with the bill, okay?" Basically I felt he didn't believe me and was wanting me to go away at that point.

Well, a month later and still no Genius. No emails to confirm a plan change, nothing... Four months and waiting...

Basically their systems are screwed. They have no incentive to change your plan to a cheaper rate. Their customer support system is broken and the support lines in Manilla are not in proper contact with the people who do the provisioning, who in turn do nothing to send messages back along the chain to the customer. Useless.

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3395 posts

Uber Geek
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  Reply # 744814 14-Jan-2013 22:43
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Record all your calls is my advice.

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Wannabe Geek

  Reply # 744817 14-Jan-2013 23:08
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I've trouble with them as well. When I initially changed to Orcon from Telstra Cable in September last year I  wanted the 200 GB for $95 plan but their website was being terrible and would let me select anything other than the 30 GB default plan. They assured me over the phone that it would be immediately switched to the 200 GB plan. After a second call they actually put it through and I got a txt and email confirming this. 

The following month I get my first bill for $430 because it hadn't actually gone though despite the confirmation messages. I had been charged $2 per GB over the 30 GB limit. Took a further 3 calls over 2 months before they finally wrote the bill off. Fortunately one guy I spoke to made sure to remove my credit card from the system so it didn't charge me. 

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  Reply # 744835 15-Jan-2013 00:34
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Why are you still with them? We see this time and time again yet surely the simplest way to show them they suck is change provider. They will soon take notice if they have a rapidly declining customer base.

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  Reply # 744866 15-Jan-2013 08:55
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if he has changed to genius then likely signed a new contract for 12 or 18 months. Still, many ISPs offer first 2 months free, which will pretty much cover any contract termination fee you might get from Orcon.

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  Reply # 744881 15-Jan-2013 09:29
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If the service is that terrible, they'd be hard pressed to argue that you should be required to pay ETFs if you cancel.

I would argue that if a service does not meet the standard you expected when you sign up, then you would be entitled to break that contract without penalty. Invoke the almighty Consumer Guarantees Act if you have to - a service must be fit for purpose!

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Wannabe Geek

  Reply # 745054 15-Jan-2013 13:14
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Yes, I am definitely changing providers! As for cancellation fees, I would certainly invoke the CGA - how could they legitimately charge a termination fee for a service they haven't yet been able to get their act together to provide?

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