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20 posts

Geek


Topic # 126806 20-Jul-2013 13:06
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After heard lots of bad comments for Orcon, I still decided to switch to Orcon Genius. Just want to cut the phone bill down a bit and thought I would be the bad luck person. Unfortunately I am.
No doubt 1 week delay for the new connection, then 2 weeks on it no issues. Nightmare started on 11 July.
I noticed no internet and phone connection in the afternoon. The internet light on the Orcon modem was off. This light suppose to be blue when internet connection is good or red if internet is disconnected. Now it’s completely off. Rang Orcon technical to try to find out out what’s wrong. I was asked for reset the modem for few times, checked the line status. We assumed the it’s the modem fault. So he organized a new modem to send to me,it takes about 4 working days. It was Friday, so I expected to receive the new modem next Thursday or Friday.
Next Monday I rang Orcon again to follow up. Same thing was said to me. On Wednesday I noticed the modem adsl turned to red, it seems like adsl was disconnected. I guessed modem faulty might cause this. Friday afternoon, the new modem still didn’t turn up. I tried to hoop up another modem to the phone jack to test the adsl connection. No adsl indicator showed up. Due to no phone line at home, I went to my friend’s house to ring Orcon, after few security questions like banks’ , I was told they couldn’t do anything until I get back home to reset the modem.
I rang them again this morning, did same thing again, they couldn’t do anything further, they just lodged the report then I have to wait.
I have never ever been to deal with an ISP like Orcon. Technical support is base in Philippine, they could not test Orcon’s server, they are not allow to access to their system a lit bit further like normal ISP help desk reps should do. Reset the modem is their only suggestion.
Anyway I have told the last rep who I talked to. If they couldn’t get the issue sorted out in 3 working days, I will switch to another ISP without paying any early termination fee. I asked her to put this note to their system.
Orcon is the worst ISP in this country, get away from them, Don’t try it, never!!

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1207 posts

Uber Geek
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  Reply # 862571 20-Jul-2013 13:29
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Hi Sam, I have escalated this but could you please confirm your account number by pm please?




Regards FireEngine


170 posts

Master Geek
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  Reply # 862601 20-Jul-2013 14:48
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I have been with orcon for years, when their call centre was in nz they were amazing, better than the other telcos. But now orcon's overseas call centre is so horrid to deal with. Whenever I have had an issue I have had to call multiple times repeating the same thing. The staff have no personality and a phone call achieves nothing. You shouldn't have to come to a website like geekzone to get a response from their staff in NZ.

I hear orcon are bringing the centre back here and I really hope so. I guess it's too late to get their old staff back now. I don't know why they changed something that wasn't broken in the first place.

When my term is up I will be considering changing isp if their call centre is still offshore. Not that i have to ring them often but when I do a problem that should be fixed in an hour takes 3weeks

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  Reply # 862604 20-Jul-2013 14:57
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friendlymonkey: I have been with orcon for years, when their call centre was in nz they were amazing, better than the other telcos. But now orcon's overseas call centre is so horrid to deal with. Whenever I have had an issue I have had to call multiple times repeating the same thing. The staff have no personality and a phone call achieves nothing. You shouldn't have to come to a website like geekzone to get a response from their staff in NZ.

I hear orcon are bringing the centre back here and I really hope so. I guess it's too late to get their old staff back now. I don't know why they changed something that wasn't broken in the first place.

When my term is up I will be considering changing isp if their call centre is still offshore. Not that i have to ring them often but when I do a problem that should be fixed in an hour takes 3weeks


Probably because it is much cheaper to run from the Phillipinnes. To be honest I as a competent customer don't want to subsidize the stupid people their call center would have to deal with.

It's pretty stupid though to get a new modem sent rather than test one you already had to see at least if there was a DSL connection.





12 posts

Geek


  Reply # 876624 13-Aug-2013 17:47
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Anyway I have told the last rep who I talked to. If they couldn’t get the issue sorted out in 3 working days, I will switch to another ISP without paying any early termination fee. I asked her to put this note to their system.
Orcon is the worst ISP in this country, get away from them, Don’t try it, never!!




you think you can get away with that? they will get baycorp to make you pay! they will chase you to the end of the world even for $1!

455 posts

Ultimate Geek
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  Reply # 878747 15-Aug-2013 12:49
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Orcon is part of TDRS (Telecommunication Dispute Resolution) however you need to make a formal complaint to Orcon let orcon attempt to sort it out and if it doesnt get sorted out then you have a second option and that is this.

I understand Orcon's pain with this new connections are not quick and I have seen taken up to 2-3 weeks to connect and the delays are not solely caused by the ISP but a combination between Chorus and the ISP's procedures that need to be followed. Especially if there is no intact line the success rate of a fresh install working first time with a cabinet in-path is low.




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Nebukadnessar


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