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7 posts

Wannabe Geek


Topic # 124624 14-Jul-2013 15:50
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I would appreciate one last shot at problem resolution before I waste my money seeking legal representation.

 

Any method of contact is fine.




I have an issue that has been outstanding for 10 business days now, I have been bounced around contact centre members in Manilla.  I have spent over 3hrs on hold with the orcon helpdesk today and I am at wits end.  

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Meow
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  Reply # 855316 14-Jul-2013 15:53
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Phone them like a regular customer, also you have not explained the exact problem, would help if you were to explain everything.




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  Reply # 855318 14-Jul-2013 15:56
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Please PM me your account number or username and a preferred contact number.




Regards FireEngine


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  Reply # 855319 14-Jul-2013 15:57
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Wheres Peter R when you need him?

"State your issue/problem"
"State what you have been told so far including any troubleshooting"


edit: 3 hours on hold???? wow. Sounds like you were in an infinite loop....did you actually talk to anyone prior to being put on hold?  

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  Reply # 855320 14-Jul-2013 15:57
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michaelmurfy: Phone them like a regular customer, also you have not explained the exact problem, would help if you were to explain everything.


Read his post, he's been onto the helpdesk for 3hrs today




Regards FireEngine


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  Reply # 855322 14-Jul-2013 15:59
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FireEngine:
michaelmurfy: Phone them like a regular customer, also you have not explained the exact problem, would help if you were to explain everything.


Read his post, he's been onto the helpdesk for 3hrs today


It said "3 hours on hold" not 3 hours talking to them. 


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  Reply # 855324 14-Jul-2013 16:05
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Gooseybhai:
FireEngine:
michaelmurfy: Phone them like a regular customer, also you have not explained the exact problem, would help if you were to explain everything.


Read his post, he's been onto the helpdesk for 3hrs today


It said "3 hours on hold" not 3 hours talking to them. 



Phone issues?




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  Reply # 855326 14-Jul-2013 16:07
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could be. Or slow internet. Seems to be able to create an account on GZ and post though !

edit: anyone know the standard SLA for residential customers for whatever problem they have?

Im actually thinking of joining Orcon just as soon as I can get all my email to outlook or gmail and cut ties with VF (I dont want to as I have everything VF for many years but I want fibre and its only Orcon or SNAP that I can choose according to Enable). 

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  Reply # 855328 14-Jul-2013 16:11
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Gooseybhai:
FireEngine:
michaelmurfy: Phone them like a regular customer, also you have not explained the exact problem, would help if you were to explain everything.


Read his post, he's been onto the helpdesk for 3hrs today


It said "3 hours on hold" not 3 hours talking to them. 



I read that but "phone them like a regular customer" still isn't very helpful IMHO...




Regards FireEngine




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Wannabe Geek


  Reply # 855329 14-Jul-2013 16:12
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I have had international speed issues for 2 weeks now. I also have not been called back (even though it w\has been said Orcon would, 3 times) to verify my product type. I have heard 3 different answers from call centre staff in Manilla.

My landline is disconnecting incoming call's, I found this out from a prospective employer. I cannot ping under 400ms to Aus (syd).

To make matters worse I am being bounced around the call centre like its some kind of game. I have requested contact from a NZ staff member so many times I cannot recall the total. I have had no contact outside of Manilla since I brought the issue to light.

Rage inducing.

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  Reply # 855365 14-Jul-2013 16:51
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BigSteve: I have had international speed issues for 2 weeks now. I also have not been called back (even though it w\has been said Orcon would, 3 times) to verify my product type. I have heard 3 different answers from call centre staff in Manilla.

My landline is disconnecting incoming call's, I found this out from a prospective employer. I cannot ping under 400ms to Aus (syd).

To make matters worse I am being bounced around the call centre like its some kind of game. I have requested contact from a NZ staff member so many times I cannot recall the total. I have had no contact outside of Manilla since I brought the issue to light.

Rage inducing.


Hi Steve, I have asked for the callback that was booked for Monday to be pulled forward to today. I have to say we haven't had any international issues for some time now as we added a stack of international bandwidth some weeks ago.

Are you sure you don't have national issues too - which would point to something more basic wrong perhaps with the line?

Perhaps if you posted tracerts to:

Orcon speedtest
Facebook
BBC.co.uk
trademe

That would give a good idea of where the problem may lay.




Regards FireEngine




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Wannabe Geek


  Reply # 855375 14-Jul-2013 17:02
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Tracing route to BBC.co.uk [212.58.251.195]
over a maximum of 30 hops:

1 <1 ms 1 ms <1 ms (null).iiNet [10.1.1.1]
2 22 ms 19 ms 20 ms llu.bng1.nct.orcon.net.nz [60.234.8.1]
3 20 ms 21 ms 24 ms xe-2-2-0.cre1.nct.orcon.net.nz [121.98.9.141]
4 88 ms 77 ms 71 ms 121.99.12.0
5 563 ms 533 ms 548 ms ORCON-INTER.bar1.SanFrancisco1.Level3.net [4.53.
132.218]
6 420 ms 391 ms 357 ms xe-5-0-0.bar1.SanFrancisco1.Level3.net [4.53.132
.217]
7 409 ms 364 ms 360 ms ae-0-11.bar2.SanFrancisco1.Level3.net [4.69.140.
146]
8 578 ms 618 ms 634 ms ae-6-6.ebr2.SanJose1.Level3.net [4.69.140.154]
9 580 ms 571 ms 565 ms ae-92-92.csw4.SanJose1.Level3.net [4.69.153.30]

10 542 ms 528 ms 568 ms ae-91-91.ebr1.SanJose1.Level3.net [4.69.153.13]

11 522 ms 527 ms 535 ms ae-2-2.ebr2.NewYork1.Level3.net [4.69.135.186]
12 594 ms 601 ms 594 ms ae-82-82.csw3.NewYork1.Level3.net [4.69.148.42]

13 542 ms 565 ms 553 ms ae-81-81.ebr1.NewYork1.Level3.net [4.69.134.73]

14 633 ms 634 ms 633 ms ae-42-42.ebr2.London1.Level3.net [4.69.137.69]
15 639 ms 610 ms 641 ms ae-57-222.csw2.London1.Level3.net [4.69.153.134]

16 594 ms 637 ms 633 ms 4.69.166.17
17 534 ms 526 ms 542 ms BBC-TECHNOL.edge4.London1.Level3.net [212.113.14
.222]
18 * * * Request timed out.
19 568 ms 561 ms 609 ms ae0.er01.telhc.bbc.co.uk [132.185.254.109]
20 286 ms 287 ms 289 ms 132.185.255.140
21 507 ms 507 ms 477 ms www-vip.telhc.bbc.co.uk [212.58.251.195]

Trace complete.



Tracing route to trademe.co.nz [202.162.73.2]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms (null).iiNet [10.1.1.1]
2 32 ms 23 ms 19 ms llu.bng1.nct.orcon.net.nz [60.234.8.1]
3 19 ms 21 ms 50 ms xe-2-2-0.cre1.nct.orcon.net.nz [121.98.9.141]
4 50 ms 18 ms 44 ms ge-0-3-0-0.cre1.sky.orcon.net.nz [121.98.9.10]
5 43 ms 22 ms 21 ms trademe.ape.nzix.net [192.203.154.55]
6 49 ms 48 ms 74 ms 203.57.145.132
7 29 ms 19 ms 18 ms www.trademe.co.nz [202.162.73.2]

Trace complete.



Tracing route to facebook.com [173.252.110.27]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms (null).iiNet [10.1.1.1]
2 18 ms 18 ms 19 ms llu.bng1.nct.orcon.net.nz [60.234.8.1]
3 20 ms 18 ms 17 ms xe-2-2-0.cre1.nct.orcon.net.nz [121.98.9.141]
4 30 ms 35 ms 27 ms 121.99.12.0
5 265 ms 270 ms 261 ms facebook.com.any2ix.coresite.com [206.223.143.16
1]
6 255 ms 285 ms 264 ms ae1.bb02.lax1.tfbnw.net [31.13.30.26]
7 309 ms 357 ms 308 ms ae13.bb02.atl1.tfbnw.net [31.13.28.111]
8 297 ms 293 ms 285 ms ae11.bb04.frc1.tfbnw.net [31.13.27.116]
9 380 ms 349 ms 335 ms ae4.dr03.frc1.tfbnw.net [31.13.27.71]
10 * * * Request timed out.
11 * * * Request timed out.
12 310 ms 316 ms 319 ms edge-star-shv-13-frc1.facebook.com [173.252.110.
27]

Trace complete.












7 posts

Wannabe Geek


  Reply # 855378 14-Jul-2013 17:04
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Tracing route to dota2.com [208.64.202.91]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms (null).iiNet [10.1.1.1]
2 19 ms 18 ms 23 ms llu.bng1.nct.orcon.net.nz [60.234.8.1]
3 96 ms 79 ms 95 ms xe-2-2-0.cre1.nct.orcon.net.nz [121.98.9.141]
4 48 ms 45 ms 57 ms 121.99.12.0
5 391 ms 402 ms 392 ms ORCON-INTER.bar1.SanFrancisco1.Level3.net [4.53.
132.218]
6 355 ms 315 ms 265 ms xe-5-0-0.bar1.SanFrancisco1.Level3.net [4.53.132
.217]
7 320 ms 334 ms 324 ms ae-0-11.bar2.SanFrancisco1.Level3.net [4.69.140.
146]
8 351 ms 356 ms 358 ms ae-6-6.ebr2.SanJose1.Level3.net [4.69.140.154]
9 369 ms 352 ms 361 ms ae-7-7.ebr1.Seattle1.Level3.net [4.69.132.50]
10 402 ms 409 ms 430 ms ae-1-51.edge1.Seattle3.Level3.net [4.69.147.138]

11 * * * Request timed out.
12 342 ms 353 ms 321 ms 205.196.6.33
13 434 ms 452 ms 410 ms fw01-core.tuk.valve.net [208.64.202.21]
14 485 ms 421 ms 392 ms 208-64-202-91.valve.net [208.64.202.91]

Trace complete.



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Wannabe Geek


  Reply # 855383 14-Jul-2013 17:11
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I am getting good down rates from the orcon steam data server. ~1/1.3mpbs which is great.

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  Reply # 855391 14-Jul-2013 17:33
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Do you have voicemail with your phone?
are you on VOIP? could the issue of calls being terminated be down to the profile on the router?

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  Reply # 855393 14-Jul-2013 17:38
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