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Topic # 132216 13-Oct-2013 14:09
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A bit of a question for those in the know - where do I stand legally with my account with Orcon?

Here's the scenario:

I signed up with Orcon's UFB 99 dollar unlimited plan three months ago and they said they would sort the transfer of my account from Vodafone including our old number etc. So Vodafone keeps billing me, Orcon start billing me and the problems begin. Orcon says that they can't get Vodafone to cancel my account because they aren't authorised (Fair enough but why did they say they could transfer the account in the first place?). The customer service from Orcon is marginal at best - I speak to 5 or 6 different people over the course of three months. None of them seem to know what has gone on previously. They also all sound like they're based somewhere in the Phillipines and english is their second language. Now Orcon are going to disconnect my account. So I've been billed by Vodafone (who I ended up having to contact to sort out Orcon's mess) as well as Orcon for three months and Orcon don't want to hear about it  - it's my problem. Vodafone say that they never heard from Orcon and that the account was still open. Orcon say they can't give me my old number because the account is closed. I get stuck in the middle with a major headache and Orcon telling me they're going to send my account to the debt collectors. 

As far as I'm concerned Orcon never completed what they said they would do, and therefore haven't fulfilled our otiginal agreement. They haven't provided the services we agreed to (in that they failed to transfer my account). I'm pretty keen to transfer to Snap as it sounds like their customer service is good, but I'm not sure where I stand legally and all I want is for Orcon to sort out their mess and not bill me for the previous three months. 

Any advice greatly appreciated...

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BDFL - Memuneh
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  Reply # 914329 13-Oct-2013 14:25
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If they won't play ball then take it up with the TDR www.tdr.org.nz

The winning ISP should be asking the loosing ISP if there is any reason that it's not OK to transfer the user across, and the loosing ISP has a few days to respond.

Orcon has no business cancelling your Vodafone account, you should always be checking with the old ISP to ensure you've met your contractual obligations and met their cancellation notice terms.

 
 
 
 


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  Reply # 914334 13-Oct-2013 15:21
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The winning ISP should request the transfer and the losing ISP should close the account.

The customer should contact the losing ISP only AFTER the new service is up and running, to make sure the account is really closed and avoid extra charges.

Now, I have another question (please answer both this and my previous question)...

Are you using the Vodafone modem you had before, have you given it to someone else or have you returned it?

Vodafone ties modems to accounts so if the modem is being used by someone else, that would be counted against your account.







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  Reply # 914541 14-Oct-2013 08:48
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The Vodafone modem was picked up by a technician.

I would have rather just closed the account myself. The most annoying part of the whole thing is that Orcon said they would transfer the service, and it never happened. If they don't have the authority to perform all the steps necessary, then presumably they shouldn't offer to close the account.

From the sounds of things as the customer, I don't have much recourse for poor service and undelivered expectations...

Thanks for your feedback folks.

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  Reply # 914543 14-Oct-2013 08:51
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Once you sign the contract (and assuming you are the VF account holder) then Orcon have the authority to close the account on your behalf.

However, they definitely shouldn't be charging you if they haven't actually provisioned your service yet.



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  Reply # 914545 14-Oct-2013 08:53
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Also, I've submitted a complaint to the TDR - will let you know the outcome.

Cheers insane.



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  Reply # 914546 14-Oct-2013 08:54
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Yes - I'm the account holder

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  Reply # 914555 14-Oct-2013 09:15
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When I changed ISP from Vodafone I was charged by them an extra 3 months. When I contacted Vodafone to query the costs they said although I had changed ISPs, it was my responsibility to notify them they are the LSP. Account holder not the winning ISPs job to close the account and is apparently this is stipulated in the T&Cs.



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  Reply # 914562 14-Oct-2013 09:30
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OK - so I've heard back from www.tdr.org.nz and they've told me to lodge a formal complaint with Orcon. They've also notified Orcon that a formal complaint has been lodged with them. I'm asking for Orcon to waive the account fees for the months that Vodafone continued to bill me. Will update when I hear back from Orcon or TDR.

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  Reply # 914569 14-Oct-2013 09:32
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Hi there,

Firstly, sorry to hear about the trouble you've had. I'm more than happy to take a look into this for you, just email your account details through to me at socialmedia@team.orcon.net.nz.

Cheers,

Cam



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  Reply # 914572 14-Oct-2013 09:36
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Thanks for your response Cam. I'd be seriously surprised if you do end up helping me out of this situation - you'll be about the 10th Orcon service rep I've spoken to including one of the "managers" who basically told me everything was my issue and I needed to sort it out myself. But fingers crossed aye?

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  Reply # 914605 14-Oct-2013 10:16
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Blindspot: When I changed ISP from Vodafone I was charged by them an extra 3 months. When I contacted Vodafone to query the costs they said although I had changed ISPs, it was my responsibility to notify them they are the LSP. Account holder not the winning ISPs job to close the account and is apparently this is stipulated in the T&Cs.


That is a load of B.S.


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  Reply # 914608 14-Oct-2013 10:19
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Hi there,

We've got your email and we're working through it now, we'll get back in touch soon. The processes for DSL -> UFB aren't quite the same as DSL -> DSL which I'm guessing is going to be the cause of these problems. But we'll let you know soon once we know more.

Cheers,

Cam

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  Reply # 914862 14-Oct-2013 15:43
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bameron: Hi there,

We've got your email and we're working through it now, we'll get back in touch soon. The processes for DSL -> UFB aren't quite the same as DSL -> DSL which I'm guessing is going to be the cause of these problems. But we'll let you know soon once we know more.

Cheers,

Cam


drop me an email when you know more Bameron, I'm also quite curious to see how this pans out, and if I can I will do everything to lend an assist




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