Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.


Filter this topic showing only the reply marked as answer View this topic in a long page with up to 500 replies per page Create new topic
1 | 2 | 3 | 4 | 5 | 6 | 7 | 8

JWR

730 posts

Ultimate Geek
+1 received by user: 236


  Reply # 1419567 3-Nov-2015 10:36
One person supports this post
Send private message

bameron: You'll actually need a new modem with the new plans, the old black Genius device won't work. :) The modem we use with these plans is the Netcomm NF4V, and you'll be sent one to coincide with your plan change.

For any current customers looking at swapping over the new plans, they're not quite ready just yet, but if you give our Sales team a buzz on 0800 56 46 87 they can add you to the list to get swapped over when they're launched. Cheers!


Do existing customers get the month free as well?

Orcon appear to be requiring a contract even for existing customers. It would seem reasonable we should get the benefits too.

Also, I would like to make a couple of comments on your call centre.

Could you please decrease the volume on your 'hold' musak. It is ridiculously loud on my phone and distorts in the speakers. This is not Guantanamo Bay.

Why do they keep asking for my date of birth all the time? I made a call the other day and they asked my DoB 4 times as my call was transferred! DoB does not guarantee any security and IMO is a rather pointless question. Besides, I have been experimenting with a false DoB and it doesn't seem to make any difference.

Which brings me to the last point. They are quite good at talking and talking over any replies I give. But, they are not very good at listening. On several occasions, I have had to interrupt them and insist that they answer a question I have asked. They have a tendency to ignore what is said and carry out their own process - regardless of the situation.

As you can tell, I am not very happy with your call centre. I do know I get quite grumpy dealing with call centres. It is something I have learnt from years of involvement with EQC.

240 posts

Master Geek
+1 received by user: 36

Trusted
Orcon

  Reply # 1419607 3-Nov-2015 11:13
Send private message

JWR:
bameron: You'll actually need a new modem with the new plans, the old black Genius device won't work. :) The modem we use with these plans is the Netcomm NF4V, and you'll be sent one to coincide with your plan change.

For any current customers looking at swapping over the new plans, they're not quite ready just yet, but if you give our Sales team a buzz on 0800 56 46 87 they can add you to the list to get swapped over when they're launched. Cheers!


Do existing customers get the month free as well?

Orcon appear to be requiring a contract even for existing customers. It would seem reasonable we should get the benefits too.

Also, I would like to make a couple of comments on your call centre.

Could you please decrease the volume on your 'hold' musak. It is ridiculously loud on my phone and distorts in the speakers. This is not Guantanamo Bay.

Why do they keep asking for my date of birth all the time? I made a call the other day and they asked my DoB 4 times as my call was transferred! DoB does not guarantee any security and IMO is a rather pointless question. Besides, I have been experimenting with a false DoB and it doesn't seem to make any difference.

Which brings me to the last point. They are quite good at talking and talking over any replies I give. But, they are not very good at listening. On several occasions, I have had to interrupt them and insist that they answer a question I have asked. They have a tendency to ignore what is said and carry out their own process - regardless of the situation.

As you can tell, I am not very happy with your call centre. I do know I get quite grumpy dealing with call centres. It is something I have learnt from years of involvement with EQC.


Hi there,

The one month free offer is available to new residential fibre customers only.

On your comments about the contact centre, yours it the first complaint I've heard about the volume of the hold music. I'll certainly bring it up with the team, but the volume seems to be normal for us so I don't expect there is an issue here.

The date of birth is the most common security question - customers have the option of selecting a different security question if they desire. It's concerning to hear that you've managed to use false answers in your security questions though - if you could send me a PM with your account information I'll chase this up with those involved.

I'll pass your final comments along to the team as well. If there is anything outstanding that you need help with, include that in your PM and I'll take a look.

Cheers,

Cam

 
 
 
 


23 posts

Geek


Reply # 1419685 3-Nov-2015 11:46
Send private message

I got my landlord to move us from 30/10 to the new 100/20 plan on the 29th of October.
He wrote back saying the new plans take effect from the 2nd of November. Does anyone know when we can expect to be up and running on the new plan?

I saw earlier that bameron mentioned all the 100/20 plans come with a new modem. So I can only hope one is on the way. :(



372 posts

Ultimate Geek
+1 received by user: 38


  Reply # 1419803 3-Nov-2015 13:30
Send private message

Kooz: I got my landlord to move us from 30/10 to the new 100/20 plan on the 29th of October.
He wrote back saying the new plans take effect from the 2nd of November. Does anyone know when we can expect to be up and running on the new plan?

I saw earlier that bameron mentioned all the 100/20 plans come with a new modem. So I can only hope one is on the way. :(

I thought it starts today?

still waiting on my modem - they probably mentioned that to your landlord.

1358 posts

Uber Geek
+1 received by user: 323


  Reply # 1419854 3-Nov-2015 14:17
One person supports this post
Send private message

Finally got through to the help desk and they advised the change can take up to 10 days as its a new plan.

+1 for JWRs experience. On hold music is definitely too loud, be it from my landline or cell phone.

Due to the distance to the helpdesk there's that annoying delay typically experienced on international phone calls where you can end up talking over each other. This isn't the same complaint as JWR where they seemed to be avoiding questions.

On a positive, I appreciated the call back to my cell phone after I hung up as I had run out of time at home in my lunch break waiting on hold and had to leave.

240 posts

Master Geek
+1 received by user: 36

Trusted
Orcon

  Reply # 1419874 3-Nov-2015 14:29
Send private message

MadEngineer: Finally got through to the help desk and they advised the change can take up to 10 days as its a new plan.

+1 for JWRs experience. On hold music is definitely too loud, be it from my landline or cell phone.

Due to the distance to the helpdesk there's that annoying delay typically experienced on international phone calls where you can end up talking over each other. This isn't the same complaint as JWR where they seemed to be avoiding questions.

On a positive, I appreciated the call back to my cell phone after I hung up as I had run out of time at home in my lunch break waiting on hold and had to leave.


Hi, what number did you call and which voice menu options did you select where you experienced the high volume on the hold music?

JWR

730 posts

Ultimate Geek
+1 received by user: 236


  Reply # 1419956 3-Nov-2015 15:29
Send private message

MadEngineer: Finally got through to the help desk and they advised the change can take up to 10 days as its a new plan.

+1 for JWRs experience. On hold music is definitely too loud, be it from my landline or cell phone.

Due to the distance to the helpdesk there's that annoying delay typically experienced on international phone calls where you can end up talking over each other. This isn't the same complaint as JWR where they seemed to be avoiding questions.

On a positive, I appreciated the call back to my cell phone after I hung up as I had run out of time at home in my lunch break waiting on hold and had to leave.


Thanks for the backup on the hold music being too loud.

I did complain during the phone call and that was essentially dismissed and I don't know of any Orcon email address I can send suggestions to.

I think that could explain why complaints have not been received by Orcon.

Also, I know what you mean about the distance and line compression.

My calls have often had crosstalk and high levels of noise. I have had calls dropped by call centre staff because of a bad line. They did immediately call me back on my mobile. But, unfortunately, I am not one of those people who always have a fully charged mobile phone on me at all times:)

That could explain a lot about staff not listening. Imagine having to deal with bad lines all day.

Although, I do wish they would drop a lot of the standard 'have a wonderful day', 'anything else I can help with..' etc.. I would think a lot of NZers would be annoyed by those sort of comments. IMO. Don't say it if you don't mean it. Just being friendly and polite goes a lot further than phone BS.

351 posts

Ultimate Geek
+1 received by user: 11


  Reply # 1420212 3-Nov-2015 21:28
Send private message

I was called thanks to the orcon guy on twitter about signing up to upgrade to the new 100/20 plan on the 23rd, they mentioned something about the 2nd, but I've heard nothing about when anything will happen, heard I need a new modem, when is that expected to arrive?




 

645 posts

Ultimate Geek
+1 received by user: 89

Trusted

  Reply # 1422548 6-Nov-2015 17:56
Send private message

Well, I tried calling business sales today to enquire about upgrading us to 200/200 since there's no info on the site. Guess they just aren't interested! On the other hand I can confirm the hold music is way too quiet.


372 posts

Ultimate Geek
+1 received by user: 38


  Reply # 1422549 6-Nov-2015 17:57
Send private message

I guess they got overwhelmed

haven't received my new modem yet

25 posts

Geek
+1 received by user: 1


  Reply # 1423553 9-Nov-2015 11:21
Send private message

bameron: I'm curious - what aspects of the configuration are changing so that a new router is needed?

I've also asked to move to the new 100/20 plan from 30/10 and am being sent a new modem, even though I already have a Genius White (I think an that's an NF4V?)

640 posts

Ultimate Geek
+1 received by user: 114


  Reply # 1423584 9-Nov-2015 11:48
Send private message

Just ordered the new plan now, was told I will be sent a new modem in 2 days (sending the old one back) and can expect it to upgrade in 5 days.

240 posts

Master Geek
+1 received by user: 36

Trusted
Orcon

  Reply # 1423586 9-Nov-2015 11:50
One person supports this post
Send private message

spfenwick: bameron: I'm curious - what aspects of the configuration are changing so that a new router is needed?

I've also asked to move to the new 100/20 plan from 30/10 and am being sent a new modem, even though I already have a Genius White (I think an that's an NF4V?)


Yup, Genius White = NF4V.

I'm not totally sure of the exact technical details, however what I know is that the new fibre plans are housed within an entirely new system, independent from our original fibre plans. The modems that were created within the old system can only talk to the old system, so a new device is required, even if it's an NF4V

372 posts

Ultimate Geek
+1 received by user: 38


  Reply # 1423617 9-Nov-2015 12:23
Send private message

lNomNoml: Just ordered the new plan now, was told I will be sent a new modem in 2 days (sending the old one back) and can expect it to upgrade in 5 days.

is this expectation realistic?

made my call on 29 Oct still waiting for Modem...

640 posts

Ultimate Geek
+1 received by user: 114


  Reply # 1423648 9-Nov-2015 13:00
Send private message

hangon:
lNomNoml: Just ordered the new plan now, was told I will be sent a new modem in 2 days (sending the old one back) and can expect it to upgrade in 5 days.

is this expectation realistic?

made my call on 29 Oct still waiting for Modem...


I'll let you know :P

1 | 2 | 3 | 4 | 5 | 6 | 7 | 8
Filter this topic showing only the reply marked as answer View this topic in a long page with up to 500 replies per page Create new topic



Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

Samsung introduces Galaxy Note8
Posted 24-Aug-2017 08:50


How Oppo shakes New Zealand’s phone market
Posted 22-Aug-2017 18:32


Recognition for top small business advisors
Posted 22-Aug-2017 17:23


OPPO R11 dual 20MP camera phone debuts in New Zealand
Posted 22-Aug-2017 15:45


Intel introduces new 8th Generation processors
Posted 21-Aug-2017 19:02


Trend Micro launches Home Network Security
Posted 21-Aug-2017 18:38


Avondale College students at top of Microsoft Office Specialist World Championship
Posted 21-Aug-2017 14:11


Garmin introduces inReach SE+ and inReach Explorer+
Posted 21-Aug-2017 14:05


Public Wi-Fi plus cloud file sharing
Posted 18-Aug-2017 11:20


D-Link NZ launches professional Wireless AC Wave 2 Access Point for businesses
Posted 17-Aug-2017 19:25


Garmin introduces the Rino 700 five-watt two-way handheld radio
Posted 17-Aug-2017 19:04


Garmin announces the Foretrex 601 and Foretrex 701 Ballistic Edition for outdoor and tactical use
Posted 17-Aug-2017 19:02


Brightstar announces new distribution partnership with Samsung Knox platform in Australia
Posted 17-Aug-2017 17:07


Free gig-enabled WiFi network extends across Dunedin
Posted 17-Aug-2017 17:04


Samsung expands with connect Gear S3 Frontier
Posted 17-Aug-2017 15:55



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.