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JWR

784 posts

Ultimate Geek


  # 1419567 3-Nov-2015 10:36
One person supports this post

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.

270 posts

Ultimate Geek

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Vocus

  # 1419607 3-Nov-2015 11:13
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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

 
 
 
 


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Geek


# 1419685 3-Nov-2015 11:46
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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. :(



393 posts

Ultimate Geek


  # 1419803 3-Nov-2015 13:30
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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.

1937 posts

Uber Geek


  # 1419854 3-Nov-2015 14:17
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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.

270 posts

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Vocus

  # 1419874 3-Nov-2015 14:29
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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

784 posts

Ultimate Geek


  # 1419956 3-Nov-2015 15:29

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.

 
 
 
 


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  # 1420212 3-Nov-2015 21:28
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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?




 

864 posts

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  # 1422548 6-Nov-2015 17:56
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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.





 


393 posts

Ultimate Geek


  # 1422549 6-Nov-2015 17:57
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I guess they got overwhelmed

haven't received my new modem yet

27 posts

Geek


  # 1423553 9-Nov-2015 11:21
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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?)

1400 posts

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  # 1423584 9-Nov-2015 11:48
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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.

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Vocus

  # 1423586 9-Nov-2015 11:50
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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

393 posts

Ultimate Geek


  # 1423617 9-Nov-2015 12:23
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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...

1400 posts

Uber Geek


  # 1423648 9-Nov-2015 13:00
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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

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