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Wannabe Geek

Topic # 127447 10-Aug-2013 14:20
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I've been a customer of Orcon for about 6 years now and I've got nothing but nice things to say about my experience with them. I signed up with Orcon back when they were the only ones who had a no contract for new connections and were and still are super friendly.

I moved house once while with Orcon and they were very helpful with that and the transition was super smooth. All it took was a phone call and in a couple days the internet was back up and running again. Of note I'd like to single out their UFB team (Mark, Garth and Kara) for helping me with the fibre connection and recently the drama around the disconnection as the landlord is renovating the place. The process for getting UFB wasn't the greatest as Chorus , the sub contractors and Orcon weren't on the same page but Mark and Gareth from the UFB team at Orcon were super cool to deal with and eventually they made the UFB connection happen. For what its worth I can understand why people get so worked up when they don't get what they're paying for (slow speeds, over usage charge etc) but I've learnt that being polite and respectful will go a long way when dealing with customer care. They are after all people just like us doing their job, do we want to be yelled at or talked down at in our workplace?

Sadly though I'm moving on, the landlord is renovating the place and as things stand with Orcon I can't move the connection to my new place so have to incur a bill for not using any internet. I have no gripe about that, that was part of the deal and Orcon have been kind enough to change my plan to the basic UFB price. The reason I'm moving on is new ISP's have come into the market with more user friendly options. I understand SNAP have a contract tied to the user regardless of the type of connection (VDSL, UFB) so if the customer moves the a/c moves with him/her. In my present situation if I were to stick with Orcon I would have to sign up for another internet a/c whilst still paying for the existing UFB that I subscribed to. Perhaps down the line Orcon will reassess this too.

Cheers for reading thus far and like I said , being polite and respectful goes a long way and you'll find that the reps will more than likely go that extra bit to help you out.


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  Reply # 875082 10-Aug-2013 14:20
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Hello... Our robot found some keywords in your post, so here is an automated reply with some important things to note regarding broadband speeds.



If you are posting regarding DSL speeds please check that



- you have reset your modem and router



- your PC (or other PCs in your LAN) is not downloading large files when you are testing


- you are not being throttled by your ISP due to going over the monthly cap



- your tests are always done on an ethernet connection to the router - do not use wireless for testing



- you read this topic and follow the instructions there.



Make sure you provide information for other users to help you. If you have not already done it, please EDIT your post and add this now:



- Your ISP and plan



- Type of connection (ADSL, ADSL2, VDSL)



- Your modem DSL stats (do not worry about posting Speedtest, we need sync rate, attenuation and noise margin)



- Your general location (or street)



- If you are rural or urban



- If you know your connection is to an exchange, cabinet or conklin



- If your connection is to a ULL or wholesale service



- If you have done an isolation test as per the link above



Most of the problems with speed are likely to be related to internal wiring issues. Read this discussion to find out more about this. Your ISP is not intentionally slowing you down today (unless you are on a managed plan). Also if this is the school holidays it's likely you will notice slower than usual speed due to more users online.



A master splitter is required for VDSL2 and in most cases will improve speeds on DSL connections. Regular disconnections can be a monitored alarm or a set top box trying to connect. If there's an alarm connected to your line even if you don't have an alarm contract it may still try to connect so it's worth checking.



I recommend you read these two blog posts:



- Is your premises phone wiring impacting your broadband performance? (very technical)



- Are you receiving a substandard ULL ADSL2+ connection from your ISP?

I am the Geekzone Robot and I am here to help. I am from the Internet. I do not interact. Do not expect other replies from me.

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