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Wannabe Geek


Topic # 151835 7-Sep-2014 09:04
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It seems Orcon is now ONLY interested in NEW customer's and they forget about existing customers.
Just found out via their website the price of Fibre 30 has dropped from $99 to $95 per month as of August 26th 2014, so I called to find out why I'm still paying $99 and was told this new price only applies to NEW Orcon customers, when I asked if the new price will be applied to existing customers at all, I was told no it won't the company has no intentions of doing that, it seems Orcon is getting worse and worse, how will it end up being now Slingshot owns them, not a happy chappy!

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  Reply # 1123488 7-Sep-2014 09:04
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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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  Reply # 1123511 7-Sep-2014 09:35
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How is this different to any other company in NZ? If you have a term contact, you'll typically find it's for a specified price for a specified term.



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  Reply # 1123514 7-Sep-2014 09:40
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There isn't a blanket price drop for existing customers as existing customers (mostly), have contracts.

Those customers coming off contract, and new customers, can choose what they do going forward from any plan available to them.

A contract has benefits both ways, equally any hypothetical price rise would not apply to customers in contract.




Regards FireEngine


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  Reply # 1123532 7-Sep-2014 10:14
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sbiddle: How is this different to any other company in NZ? If you have a term contact, you'll typically find it's for a specified price for a specified term.




Snap and Spark have both had price drops or plan improvements in recent time that they allowed in-contract customers to get the benefit of, without even signing a new contract.
So I don't agree it's completely normal.
My bigpipe vdsl also dropped $10 recently, and I didn't have to do anything, it was just given to me without me even asking. (Although bigpipe don't have term contracts at all, so there is that)

To the op, if you don't like this kind of behavior, then you need to show your annoyance by switching ISPs at the end of your current contract, and switching to an ISP that either allows plan changes within contract, or even better doesn't have a contract at all.

Businesses are 'coin operated' . They go where the profit is. If you don't show your displeasure by leaving, then they will continue the behavior that you don't like. You need to reinforce the behaviour you do like by choosing ISPs that exhibit that behavior.

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  Reply # 1123534 7-Sep-2014 10:16
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FireEngine: There isn't a blanket price drop for existing customers as existing customers (mostly), have contracts.

Those customers coming off contract, and new customers, can choose what they do going forward from any plan available to them.

A contract has benefits both ways, equally any hypothetical price rise would not apply to customers in contract.


Without checking, I'm pretty confident your contract has a term in it giving you the right to change prices, which means you can put the price up or down if you want. So you absolutely could apply a price increase to in-contract customers.

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  Reply # 1123535 7-Sep-2014 10:20
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NonprayingMantis: or even better doesn't have a contract at all.


This is UFB, there are contract terms from the LFCs to recognize the install costs, I'm not aware of any ISP that doesn't pass these on.




Regards FireEngine


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  Reply # 1123559 7-Sep-2014 10:45
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NonprayingMantis: Without checking, I'm pretty confident your contract has a term in it giving you the right to change prices, which means you can put the price up or down if you want. So you absolutely could apply a price increase to in-contract customers.


True, as far as I am aware all ISPs have such a clause in case the underlying charges from Chorus change. "Could" and "would" are however different things, such changes are handled via the Plan, with a price generally being fixed for a Plan, and the availability of new plans (at new prices) being used to adjust prices up or down when the customer next chooses, or has the option to choose. 

That is exactly what is happening here, new plans (at the new, lower price point), are available to anyone free to choose them, that includes new customers, those existing customers out of contract, or those willing to pay the early termination fee on their existing contract.




Regards FireEngine


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  Reply # 1123560 7-Sep-2014 10:45
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FireEngine:
NonprayingMantis: or even better doesn't have a contract at all.


This is UFB, there are contract terms from the LFCs to recognize the install costs, I'm not aware of any ISP that doesn't pass these on.

Now that ufb has been around for a bit and people are starting to come off contract, wouldn't be surprised if ISPs started offering no contract options very soon on ufb since they won't have the installation costs on customers that are simply moving ISP.



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Wannabe Geek


  Reply # 1123567 7-Sep-2014 10:55
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I've checked again with Orcon Billing (Would you believe the billing department now work 7 days) and they say even after the contract has finished my price will stay at $99, I can chage the paln (Same plan, new price) so long as I go on another 12 month contract, so regardless their trying to keep people on contracts knowing how ofe=ten people jump ISP's this way they can't for 12 months.
So once my contact is up I'll be looking for another cheaper ISP with a call centre in NZ (doubt there would be any)

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  Reply # 1123591 7-Sep-2014 12:09
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starspanglenz: I've checked again with Orcon Billing (Would you believe the billing department now work 7 days) and they say even after the contract has finished my price will stay at $99, I can chage the paln (Same plan, new price) so long as I go on another 12 month contract, so regardless their trying to keep people on contracts knowing how ofe=ten people jump ISP's this way they can't for 12 months.
So once my contact is up I'll be looking for another cheaper ISP with a call centre in NZ (doubt there would be any)


The Residential Helpdesk has always taken Accounts/Billing queries as well as Fault reports, no change there.

Once out of contract that doesn't trigger an automatic plan change.

You can stay on the $99 plan as an out-of-contract account (no issues with that, just give 30 days notice to leave as per standard notice), or you can look at the new plans we offer.

If you want no contract though, I think you are already on a good price with no contract for those features.




Regards FireEngine


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  Reply # 1123600 7-Sep-2014 12:21
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FireEngine:
NonprayingMantis: or even better doesn't have a contract at all.


This is UFB, there are contract terms from the LFCs to recognize the install costs, I'm not aware of any ISP that doesn't pass these on.


Snap $100 install no fixed term contract. - I thought that was more than fair for the amount of work that is done to install UFB.

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  Reply # 1123602 7-Sep-2014 12:31
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lxsw20:
FireEngine:
NonprayingMantis: or even better doesn't have a contract at all.


This is UFB, there are contract terms from the LFCs to recognize the install costs, I'm not aware of any ISP that doesn't pass these on.


Snap $100 install no fixed term contract. - I thought that was more than fair for the amount of work that is done to install UFB.


I stand corrected. Is that price the Open Contract Base plan (i.e. the one that is $75 in-contract)? IE a 33% uplift for having no contract?




Regards FireEngine


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  Reply # 1123873 7-Sep-2014 21:33
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I'm on the 30/10 150GB plan which is $89 per month. Looks to be the same price no matter what contract period you take, but the FritzBox does become cheaper. 



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Wannabe Geek


  Reply # 1124033 8-Sep-2014 09:32
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Ok So I want to go from Fibre30 $99 per month to Fbre30 $95 per month, same service the only thing that has changed is the price, the service is the same, the quality is the same, the phone number is the same, so why do we have to sign a new 12 month contract for "downgrading" it's not bloody downgrading FFS, it's the same service, same everything except the price is $4 cheaper, how is that "Downgrading" it's NOT, downgrading would be me going from "Firbre" to ADSL, ADSL2+ or VDSL or god forbid Dial up!
I also see there is a huge LACK of Billing/Technical/Customer Service Training in the Philippines.

Whilst writting this I was put through to "April" in Accounts who I was told would be better suited to let me know bout this, she said changing from the $99 plan to the $95 plan will not effect my plan the same contract will stay in place and will still end in April 2015.
She's set me plan to change on the 23rd to Fibre30 $95 per month, I'll be calling back a week after that to check the expiry date of my contract, if that has changed someone will get an ear full!

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  Reply # 1124107 8-Sep-2014 10:23
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I'm always bemused by how people get so incensed about this type of thing.

Why sign up for a fixed term contract if you're not prepared to abide by the terms of the contract you agreed to?

I get that your perception of the value proposition has changed but that's all it is - the company is not robbing you of your 'rights'.

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