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83 posts

Master Geek
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Topic # 128792 23-Aug-2013 13:54
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Recently my connection has been steadily slower and slower with Orcon.



After months and months of calls to technical for resets, modem reboots, factory resets and promises that they see no issue on their side I was actually looked after by one guy in technical.



He looked at my speeds and told me I have been paying for a sub standard service for a long long time apparently.



Now normally I get between 3-4 Meg on speedtest. Im not running traces or getting into heavy duty ping tests like some here but I know when my connection runs like a bag of hammers.



The chap from technical told me I should be on at least 7 to 8. So it would seem Ive been paying Orcon for a sub standard service for quite a while (so I was told by Orcon technical).



He put in a referral to his lvl 2 team who said they would fix the issue a few days later by moving me to a new exchange(something that should have happened a while back).



I was given:



1 - The wrong provisioning date (23/8).

2 - The wrong modem (Genuis lite).

3 - Disconnected service ( I now have no line for net/calls).

4 - Was eventually passed to customer Retention who said the best they could do to keep me after 5+ years was $114. They then reccommended that I move providers!



Yep....thats my Orcon, all about quality product, quality retention and pro active customer care.



Thanks Orcon...your awesome! After years of sticking with you and knocking back sales calls from the competion, after giving you the additional business of our second home business line.....I get offered 100 bucks or get told 'best for you to go somewhere else!'......wow.....really?

Having worked for Telecom BT Motorola Navman and others in technical....Ive never seen worse provisioning coordination or any attempt to keep loyal customers.

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  Reply # 883374 23-Aug-2013 14:03
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Thanks Orcon...your awesome!


Reminds me of:



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Master Geek
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  Reply # 883378 23-Aug-2013 14:11
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If anyone from orcon has any vague interest in this ....my ticket no. is 11434934 its called 'migration' apparently....a more apt description would be 'termination' maybe?

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  Reply # 883382 23-Aug-2013 14:14
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Their awesome what?




Windows 7 x64 // i5-3570K // 16GB DDR3-1600 // GTX660Ti 2GB // Samsung 830 120GB SSD // OCZ Agility4 120GB SSD // Samsung U28D590D @ 3840x2160 & Asus PB278Q @ 2560x1440
Samsung Galaxy S5 SM-G900I w/Spark

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  Reply # 883440 23-Aug-2013 15:13
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Ive asked the team to look into this asap




Regards FireEngine




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Master Geek
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  Reply # 883463 23-Aug-2013 15:37
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FireEngine: Ive asked the team to look into this asap


Appreciate the assistance.

I am back online now, thanks to efforts from calling your Fibre team putting me back to technical (who originally told me I would stay disconnected).

Not too sure about that guy from customer retention who told me I would not be able to get back online (and told me to go with another ISP).

I'm calling other ISP's this week as I can see VDSL being offered amongst other packages, if this date (now the 27th) doesn't happen and I still have the same stone age speed then really I'll go somewhere where my cash/customer loyalty is valued.





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Master Geek
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  Reply # 885401 27-Aug-2013 16:31
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So after waiting all week for this connection to be upgraded/fixed, today I receive an email saying that my upgrade/order is complete!

As I rushed upstairs full of glee to check my Genuis modem.......I see the orange ADSL light and NO CONNECTION.

Ive now spent 2 hours:

- 2 calls to tech guys (1 disconnected call).

- I have an escalation to their lvl2 team as technical cannot help.

- Was told I would need the Genius lite modem after all. The same Modem that the Auckland team told me to send back and that I did not need that.

So another failed promise by Orcon.

Carslberg dont do broadband provisioning......but if they did....it sure as hell wouldn't be Orcon.

People of NZ...avoid avoid avoid. Orcon clearly has some issues with provisioning.

Once again any help from these forums would be appreciated as I sit here with no connection.

Apperently Im due a new ticket no. but wasn't given one (yet). My old ticket no. is in the post above.

Order no. is 529020 - apparently this has been completed......*ahem*



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Master Geek
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  Reply # 885455 27-Aug-2013 18:36
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So after another few hours of calls and waiting to be called back it seems that this connection was not properly implemented by chorus.

I have now been told that I have to wait in the queue for another technician to go out and do the job properly.

I have to wait up to another 48 hours with no guarantee that the same thing wont happen again.

Once again .....thanks Orcon.....outstanding performance.

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  Reply # 885502 27-Aug-2013 19:39
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Scotsman: So after another few hours of calls and waiting to be called back it seems that this connection was not properly implemented by chorus.

I have now been told that I have to wait in the queue for another technician to go out and do the job properly.

I have to wait up to another 48 hours with no guarantee that the same thing wont happen again.

Once again .....thanks Orcon.....outstanding performance.


Sorry about the frustration here, unfortunately yes, occasionally the Chorus tech will jumper the wrong connection, we cant test for it and cant diagnose it until the connection should be working and isnt.

Rest assured that we will push for the earliest possible tech revisit that Chorus will give us but we are to some degree in their hands. If we had another option (to Chorus), here that would be great but unfortunately we dont.




Regards FireEngine




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Master Geek
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  Reply # 885515 27-Aug-2013 20:06
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So now..it could be Friday before I get back.

That looks to be the worst scenario I could have hoped for with Orcon.

From initially phoning a couple of weeks ago to ask why You Tube was so crap and my speeds were down to 2 Meg to this:

No connection.
2 disconnections.
2 wrong provisioning dates.
The wrong Modem.
About 18 calls to Tech/Accounts/Etc.
Hours wasted on the phone.

I dont expect to be paying for any of this let alone my latest bill.

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  Reply # 885520 27-Aug-2013 20:25
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Scotsman: So now..it could be Friday before I get back.

That looks to be the worst scenario I could have hoped for with Orcon.

From initially phoning a couple of weeks ago to ask why You Tube was so crap and my speeds were down to 2 Meg to this:

No connection.
2 disconnections.
2 wrong provisioning dates.
The wrong Modem.
About 18 calls to Tech/Accounts/Etc.
Hours wasted on the phone.

I dont expect to be paying for any of this let alone my latest bill.


Hi Scotsman, we have details of both Genius devices you have had, we can configure the service on whichever one yu have, you won't need to wait for the modem to be swapped or returned.

Chorus will confirm the re-booking time Wed morning, this has already been escalated with them.




Regards FireEngine




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Master Geek
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  Reply # 885555 27-Aug-2013 21:02
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Thanks for your time on this FireEngine.



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Master Geek
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  Reply # 886116 28-Aug-2013 19:31
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So Chorus came round, did the fix outside on the cabinet.

Which is outside my house pretty much.

Orcon promised this would fix my speed problem.

Heres what I get on their new exchange:




83 posts

Master Geek
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  Reply # 886926 30-Aug-2013 10:18
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Bumpity bump Orcon.

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  Reply # 886951 30-Aug-2013 10:35
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Posting the results of a speedtest to Sydney is pointless if you are trying to diagnose a low speed connection issue.

If you want some assistance from anyone here, I would suggest posting some line stats from your modem, and whereabouts you are, as well as following up through the normal contact channels for your ISP.

Making an educated guess, I suspect the technical reason for your issues is that of midspan injection. See here for further:

http://www.geekzone.co.nz/sbiddle/7872

Assuming this is the issue, the only way to fix this is a move to a Chorus wholesaled connection, which is more expensive than a ULL connection. Alternatively, move house.

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  Reply # 886954 30-Aug-2013 10:38
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Hey now, it only has to be >=256kbps to be broadband, right? :P




Windows 7 x64 // i5-3570K // 16GB DDR3-1600 // GTX660Ti 2GB // Samsung 830 120GB SSD // OCZ Agility4 120GB SSD // Samsung U28D590D @ 3840x2160 & Asus PB278Q @ 2560x1440
Samsung Galaxy S5 SM-G900I w/Spark

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