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64 posts

Master Geek
+1 received by user: 4

Topic # 123395 5-Jul-2013 19:36
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Rang their help desk from my Orcon home phone and got instantly told by the help desk after waiting 20 mins for them to pick up that they couldn't hear me and hung up.

I then rang back again and finally got through to someone that could barely speak or understand English. 
I explained my situation to them asking about why my bill was 7 times higher than normal and was told that there was some issues with my data usage and that there were strange results coming up where I had used 60gb in 1 minute, 20gb in 3 minutes etc.. which is pretty impossible to achieve with my connection.
I was then given a support number and told that the issue would be followed up within the next week.

One and a half weeks later and Orcon is trying to withdraw 500$ out of my account and sending me friendly reminders to pay my bill.

So I get back on the phone to them again...30 minutes on hold then finally someone picks up and tells me that I HAVE to pay the bill and then they will refund it later... YEAH RIGHT. I tell him that I refuse to pay for something when its being disputed and try to explain to him that I have a support number, he asks me for it and puts me on hold for 30 more minutes.

30 minutes later he tells me he cant read the support ticket and says he will transfer me to technical.

10 seconds later they hang up on me.

Call back again this time for technical support, waiting on hold for 30 minutes till someone finally decides to answer, get the same rubbish blah blah we'll put you on hold for 3 mins while we read the support ticket, 10 mins later They hang up.

I've been an Orcon customer for 3 years and referred people to them and this is how they treat me, might be time to break my contract and go with another ISP because I refuse to pay for data I was told by someone on their help desk that I never used.

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19282 posts

Uber Geek
+1 received by user: 2600
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  Reply # 849886 5-Jul-2013 19:41
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flick them a email with a link off to this thread they are very good

304 posts

Ultimate Geek
+1 received by user: 58


  Reply # 849889 5-Jul-2013 19:46
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Cheers John, beat me to it. Clearly something amiss. The SM fellas finished 45 mins ago, but we can look first thing Monday. Cheers!

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


14450 posts

Uber Geek
+1 received by user: 1899

  Reply # 849890 5-Jul-2013 19:58
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You should ask them to escalate your call to management. You shouldn't have to use social media or forums to get through to the right people to solve it.

Can you not put a cap on your account, to slow you down to dial up speeds unless you purchase an extra data unit?

64 posts

Master Geek
+1 received by user: 4

  Reply # 849897 5-Jul-2013 20:25
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Thanks for the advice, will flick an email to that address cheers

1312 posts

Uber Geek
+1 received by user: 171

  Reply # 849981 6-Jul-2013 02:19
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if you are forced to pay the $500 you should ask for interest on the refunded money when you get it back, and compensation. thats no small amount of money!

1935 posts

Uber Geek
+1 received by user: 383


  Reply # 849999 6-Jul-2013 09:20
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Perhaps he would trade off interest vs the hassle of getting a request through!

4 posts

Wannabe Geek

Reply # 851653 9-Jul-2013 15:25
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I have been hang up by orcon helpdesk twice after waiting 15mins ++,  when I still with last year.

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