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109 posts

Master Geek


#189245 21-Dec-2015 18:01
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So early in November I decided to change my Orcon UFB 100/50 plan which cost $125/m to the new $95 100/20 plan.
This was around November 5th. I was informed that as these new plans are on a new Orcon system. I would need a new modem along with a whole new account, including setting up new payments Etc.
'Oh well' I said, 'Whatever is needed'. I have received various emails,as you do with a new account, and received the new NetComm modem (which is the same as the one I already have) and notice on Friday 18/12/15 to say the UFB installers will be here on Monday and I will need to be available from 9am.
So today I waited..... And waited..... And waited. They never showed up.
I ring Orcon and am told, 'Oh, we got a notice 5 hours ago to say that the installer is now on brown out(?) and the install will be done on January 12th. Sorry sir'
Just as well I didn't take a day off work!!
From me calling to the proposed install date will be over 2 months and this is for already installed UFB that is absolutely pitiful glad it isn't a new install!
So my question is, now that I have the new modem, have UFB already installed, what does the installer have to do?
Surely just a call from Orcon to them to change it over at their end is all that would be needed?
Meanwhile I will have an extra months payment at the higher price extracted from me for something, that to me seems so simple but obviously in Orcons eyes has to be a hell of a lot more complicated than it has to be.
At least I still have Internet available!

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2014 posts

Uber Geek

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  #1454715 21-Dec-2015 18:41
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It's actually quite a process, as other discussions on this topic will show. You need to keep following it up

6434 posts

Uber Geek


  #1454727 21-Dec-2015 19:13
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MadEngineer: It's actually quite a process, as other discussions on this topic will show. You need to keep following it up


seriously?

He's changing from 100/50 to 100/20.
It should be no more difficult than submitting a plan change with Chorus who will then change the profile.
It should take a day or two max.
It definitely should require nothing in the way of system changes, new billing details, and certainly shouldn't require an installer and new CPE.


 
 
 
 


2014 posts

Uber Geek

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  #1454786 21-Dec-2015 20:16
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109 posts

Master Geek


  #1454885 21-Dec-2015 23:25
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Looks like this I s the UFB simplicity we were told about (tongue in cheek)



109 posts

Master Geek


  #1465453 7-Jan-2016 22:03
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Well, the latest is that I now have been without a connection since 9:30am yesterday morning. No correspondence, or reason.
Called the call Center 4 times and have been told that my case has been pushed up to level 2 support. Whatever that means....
This would have to be the worst customer support and follow up I have encountered.
So I am in the process of changing my UFB plan speed since November 5th. It is now January 7 and still not migrated and without any internet connection total garbage!
If it isn't on tomorrow they can shove their connection and their new plans I'm going elsewhere!

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