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63 posts

Master Geek
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Topic # 144231 12-May-2014 12:56
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I contacted Orcon to shift my connection at the end of the month to new house.
The CSR said no problem and said it can be done.  I asked about Fibre and was told to switch to ADSL then to fibre as it's easier.  I was actually hoping he would give me a sales pitch as I know nothing about the process - none given unfortunately, so I told him just to do ADSL, as it sounded like it would less likely to fail or get stuffed up.

He also told me our current Genius phone number may not be able to be moved to the new address, and I won't find out until the day of the move, as it depends on the technician when he visits the exchange, and  he will issue us with a new number in that case.

Also years and years ago when I moved with Telecom into an area that they had to reissue our number, we were told in advance and got to choose our number (from a selection).  Can't Orcon do this?

Anyway I agreed, and then he tells me there is $99 fee to move house. I thought you had a free move with Orcon, but I was incorrect - I had 1 free move within the first twelve months.  If I resign for another 12 months, I get a free move.  Unexpected, but my bad, and a little disappointing, as it was one of the reasons to stay with Orcon. 
 
At this point I told the CSR not to proceed, as I want to think about it more if I'm staying with Orcon, and chatting with a robot wasn't quite as enjoyable as I thought.

So I have questions :

1. I thought Genius was a VOIP product?  If so, why has it anything to do with the exchange?  (granted, VOIP is not my area of speciality ). Tap a few buttons, and voila - number goes to new connection? :)

2. Now I am *presuming* there is a connection fee to get Fibre?  So is this Orcon just double dipping by wanting me on ADSL first?
3. Why do I need to go on ADSL, before getting Fibre, if this is a property I have not had a connection in? Seems a bit pointless really.  If I contact Telecom I'm sure they would put me in Fibre first?

4.If I go Fibre, is it all seamless behind the scenes, or will a big trench be dug up for the fibre...and who pays?

I've had disappointing Genius performance in the past, so to move to a new house and sign up for another 12 months, and find out Genius is worse, then I'm stuck.

Anyone able to answer the questions and give the fibre sales pitch I-Robot was unable to give? :)




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621 posts

Ultimate Geek
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  Reply # 1042265 12-May-2014 13:37
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I recently moved house (with the greater wellington region) with Orcon.

1.  I moved from ADSL directly to Fiber with no issues.

2.  I didn't need to pay anything for the Fiber install.  Most installs are, I believe, no-cost (up to a certain amount of work required), but their site-visit should clarify that.

3.  As I was moving to a newly built house, conduit from the street to the house was already laid; so the fiber install didn't need any digging.  An existing property would probably require some conduit being installed.

4.  I retained my phone number with no issues; as you say, it's a VOIP connection and therefore doesn't need anything specific at the exchange for voice.  (FYI, yes, I moved between exchanges).

5.  As part of the process, I agreed to a new 12 month contract; can't remember why now, but it may have been around keeping the genius rental-free.  They also added caller ID and voicemail at no cost.

6.  Existing genius retained; firmware upgrade was required prior to move.

Everything went very smoothly, and was fairly hassle-free.

I suggest you re-ring the 0800 number and ask to talk to the "fiber team" about your combined house move and connection to fiber.

Oh, and my speed has gone from 14.5 down/about 1 up to 29 down/9 up. 

Happy.

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  Reply # 1042283 12-May-2014 13:46
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Sounds like you need to call back and talk to someone who knows what they're doing, instead of someone putting all your questions in the "can't be bothered" basket.




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Master Geek
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  Reply # 1042333 12-May-2014 14:15
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jamesrt: I recently moved house (with the greater wellington region) with Orcon.

1.  I moved from ADSL directly to Fiber with no issues.

2.  I didn't need to pay anything for the Fiber install.  Most installs are, I believe, no-cost (up to a certain amount of work required), but their site-visit should clarify that.

3.  As I was moving to a newly built house, conduit from the street to the house was already laid; so the fiber install didn't need any digging.  An existing property would probably require some conduit being installed.

4.  I retained my phone number with no issues; as you say, it's a VOIP connection and therefore doesn't need anything specific at the exchange for voice.  (FYI, yes, I moved between exchanges).

5.  As part of the process, I agreed to a new 12 month contract; can't remember why now, but it may have been around keeping the genius rental-free.  They also added caller ID and voicemail at no cost.

6.  Existing genius retained; firmware upgrade was required prior to move.

Everything went very smoothly, and was fairly hassle-free.

I suggest you re-ring the 0800 number and ask to talk to the "fiber team" about your combined house move and connection to fiber.

Oh, and my speed has gone from 14.5 down/about 1 up to 29 down/9 up. 

Happy.


Thanks for the 'real world' experience. Much appreciated :)



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Master Geek
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  Reply # 1042339 12-May-2014 14:17
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Inphinity: Sounds like you need to call back and talk to someone who knows what they're doing, instead of someone putting all your questions in the "can't be bothered" basket.


That could be a lot of phone calls until I get a non-robot ;)

It's actually quite surprising the call centre doesn't try to up sell you on products.

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  Reply # 1042344 12-May-2014 14:34
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DarrenJ: So I have questions :

1. I thought Genius was a VOIP product?  If so, why has it anything to do with the exchange?  (granted, VOIP is not my area of speciality ). Tap a few buttons, and voila - number goes to new connection? :)

2. Now I am *presuming* there is a connection fee to get Fibre?  So is this Orcon just double dipping by wanting me on ADSL first?
3. Why do I need to go on ADSL, before getting Fibre, if this is a property I have not had a connection in? Seems a bit pointless really.  If I contact Telecom I'm sure they would put me in Fibre first?

4.If I go Fibre, is it all seamless behind the scenes, or will a big trench be dug up for the fibre...and who pays?

I've had disappointing Genius performance in the past, so to move to a new house and sign up for another 12 months, and find out Genius is worse, then I'm stuck.

Anyone able to answer the questions and give the fibre sales pitch I-Robot was unable to give? :)


1. Yes, once on our network you can almost always keep the same number, certainly on Genius.

2. Hmmm, well industry standard is you can't move and change services at the same time and maintain continuity but there are some necessary exceptions to this (for instance if you move to a fibre-only sub-division), but thats where the answer came from. With UFB is there is a contract period the RSPs have from the LFC so have no real option but to pass that onto the customer.

3. As above, for it to be a move of services the services have to remain the same. Of course if you change providers you can change services but whatever contractual termination fees etc from the losing provider kick in at that point. Normally the benefit is you maintain your contractual period over the house move.

4. Physical installation of UFB depends on what is there, it could vary between just running fibre down a duct to digging trenches.

If you are outside your contract with us, and want UFB then there (depending on the property), may be a period of getting consents etc so it may not be a quick process. In these cases we would suggest getting ADSL installed while the UFB order is processed but it is up to you.

If you want to maintain your phone number and have UFB installed then you would need to sign for a further contract term just because of the UFB but I am sure a chat with the fibre team will sort that out.




Regards FireEngine




<==== Look no Orcon badge...

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  Reply # 1042345 12-May-2014 14:35
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DarrenJ:
Inphinity: Sounds like you need to call back and talk to someone who knows what they're doing, instead of someone putting all your questions in the "can't be bothered" basket.


That could be a lot of phone calls until I get a non-robot ;)

It's actually quite surprising the call centre doesn't try to up sell you on products.


PM me your phone number, I'll have them call you.




Regards FireEngine




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Ultimate Geek
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  Reply # 1042366 12-May-2014 15:04
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FireEngine: With UFB is there is a contract period the RSPs have from the LFC so have no real option but to pass that onto the customer.

Thanks; I knew there had to be a good reason for my #5 above, but I just couldn't remember what it was.  (The last couple of months have been REALLY BUSY!  Nothing like moving house to consume all available time for a while!)



63 posts

Master Geek
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  Reply # 1042367 12-May-2014 15:05
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FireEngine:
DarrenJ: So I have questions :

1. I thought Genius was a VOIP product?  If so, why has it anything to do with the exchange?  (granted, VOIP is not my area of speciality ). Tap a few buttons, and voila - number goes to new connection? :)

2. Now I am *presuming* there is a connection fee to get Fibre?  So is this Orcon just double dipping by wanting me on ADSL first?
3. Why do I need to go on ADSL, before getting Fibre, if this is a property I have not had a connection in? Seems a bit pointless really.  If I contact Telecom I'm sure they would put me in Fibre first?

4.If I go Fibre, is it all seamless behind the scenes, or will a big trench be dug up for the fibre...and who pays?

I've had disappointing Genius performance in the past, so to move to a new house and sign up for another 12 months, and find out Genius is worse, then I'm stuck.

Anyone able to answer the questions and give the fibre sales pitch I-Robot was unable to give? :)


1. Yes, once on our network you can almost always keep the same number, certainly on Genius.

2. Hmmm, well industry standard is you can't move and change services at the same time and maintain continuity but there are some necessary exceptions to this (for instance if you move to a fibre-only sub-division), but thats where the answer came from. With UFB is there is a contract period the RSPs have from the LFC so have no real option but to pass that onto the customer.

3. As above, for it to be a move of services the services have to remain the same. Of course if you change providers you can change services but whatever contractual termination fees etc from the losing provider kick in at that point. Normally the benefit is you maintain your contractual period over the house move.

4. Physical installation of UFB depends on what is there, it could vary between just running fibre down a duct to digging trenches.

If you are outside your contract with us, and want UFB then there (depending on the property), may be a period of getting consents etc so it may not be a quick process. In these cases we would suggest getting ADSL installed while the UFB order is processed but it is up to you.

If you want to maintain your phone number and have UFB installed then you would need to sign for a further contract term just because of the UFB but I am sure a chat with the fibre team will sort that out.


Thanks for the reply and information with UFB.

"Number 5 is alive" in your call centre needs retraining. He was very clear in telling me that even though it's Genius VOIP, it still goes via the exchange and I might lose the number, and I'll find out on the day it happens.  It did cause a giggle here at work. :)

I can't see why moving and changing services is technically an issue. Is it more internal processes can't cope with that sort of thing? :)

An interesting thing I've learnt from this move - with all our services (power, internal, gas, etc), it always seems to be a better deal to change providers, than stay with the current provider, as usually the competition has some form of promo :)

If I chat to the fibre team, will they be able to answer all my questions about moving to ADSL first and then to fibre?

Cheers
Darren





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  Reply # 1042369 12-May-2014 15:08
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DarrenJ: If I chat to the fibre team, will they be able to answer all my questions about moving to ADSL first and then to fibre?


Probably. I don't know what questions you might ask ;-)




Regards FireEngine




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Master Geek
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Reply # 1042370 12-May-2014 15:10
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FireEngine:
DarrenJ: If I chat to the fibre team, will they be able to answer all my questions about moving to ADSL first and then to fibre?


Probably. I don't know what questions you might ask ;-)


Questions that are not on the flowchart...  wink

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  Reply # 1042373 12-May-2014 15:12
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DarrenJ:
FireEngine:
DarrenJ: If I chat to the fibre team, will they be able to answer all my questions about moving to ADSL first and then to fibre?


Probably. I don't know what questions you might ask ;-)


Questions that are not on the flowchart...  wink


Well what I would say is that we have a Fibre Team for a reason and we scored highest in Chorus' recent UFB connection satisfaction survey....




Regards FireEngine




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63 posts

Master Geek
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  Reply # 1042471 12-May-2014 16:46
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FireEngine:
DarrenJ:
FireEngine:
DarrenJ: If I chat to the fibre team, will they be able to answer all my questions about moving to ADSL first and then to fibre?


Probably. I don't know what questions you might ask ;-)


Questions that are not on the flowchart...  wink


Well what I would say is that we have a Fibre Team for a reason and we scored highest in Chorus' recent UFB connection satisfaction survey....


*facepalm* missed a call from Orcon. Checked voicemail. Someone called "Guyle" - couldn't quite work out the name he spoke so quickly. Told me to call him back on 0800 564 687, but didn't give any further information.
So I did. I ended up in the Phillipines again I think. The CSR has not heard of "Guyle" and ask what it was to do with. I said I'm unsure but I think it's fibre. Nothing on my account notes she said....  I politely ended the call as I was going nowhere.

<sigh>





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  Reply # 1042597 12-May-2014 19:37
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DarrenJ:
FireEngine:
DarrenJ:
FireEngine:
DarrenJ: If I chat to the fibre team, will they be able to answer all my questions about moving to ADSL first and then to fibre?


Probably. I don't know what questions you might ask ;-)


Questions that are not on the flowchart...  wink


Well what I would say is that we have a Fibre Team for a reason and we scored highest in Chorus' recent UFB connection satisfaction survey....


*facepalm* missed a call from Orcon. Checked voicemail. Someone called "Guyle" - couldn't quite work out the name he spoke so quickly. Told me to call him back on 0800 564 687, but didn't give any further information.
So I did. I ended up in the Phillipines again I think. The CSR has not heard of "Guyle" and ask what it was to do with. I said I'm unsure but I think it's fibre. Nothing on my account notes she said....  I politely ended the call as I was going nowhere.

<sigh>


I will go personally to our Head of Residential Sales tomorrow and get them to call you.




Regards FireEngine




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63 posts

Master Geek
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  Reply # 1042604 12-May-2014 19:52
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FireEngine:
DarrenJ:
FireEngine:
DarrenJ:
FireEngine:
DarrenJ: If I chat to the fibre team, will they be able to answer all my questions about moving to ADSL first and then to fibre?


Probably. I don't know what questions you might ask ;-)


Questions that are not on the flowchart...  wink


Well what I would say is that we have a Fibre Team for a reason and we scored highest in Chorus' recent UFB connection satisfaction survey....


*facepalm* missed a call from Orcon. Checked voicemail. Someone called "Guyle" - couldn't quite work out the name he spoke so quickly. Told me to call him back on 0800 564 687, but didn't give any further information.
So I did. I ended up in the Phillipines again I think. The CSR has not heard of "Guyle" and ask what it was to do with. I said I'm unsure but I think it's fibre. Nothing on my account notes she said....  I politely ended the call as I was going nowhere.

<sigh>


I will go personally to our Head of Residential Sales tomorrow and get them to call you.


Thanks. But that sort of callback shouldn't be necessary.  I think the question is really why is it so difficult to deal with Orcon outside of these forums?  I've seen and got top notch help here, but phone calls end in frustration.

In comparison, I gave Telecom a call this evening to enquire about their broadband (I'm sick of reading websites and want to talk to a human haha) .  15 minutes of very friendly conversation with their CSR, answered any queries I had - even things 'outside' of the flowchart :)   I ended up finishing the call feeling confident they could deliver me a fibre connection without hassle, and provide support if needed.
Very different to my Orcon experience.

*grumpy* 


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