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291 posts

Ultimate Geek
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Topic # 190682 8-Jan-2016 17:06
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To continue the reported customer support issues raised here - I got the following email today:

=====
Subject: [Ticket# n] meow meow meow - change this subject before sending

Body:

 

Hi - thanks for your query.

We have assigned you a reference number (shown in the subject line above) to make it easy for us and you to keep track of it.

Please note you can find details of any major outages on our website Network Status page at: http://www.orcon.net.nz/support/network_status

Many issues can be resolved by restarting your modem so please try this first and let us know if this fixes the issue.

If your message was to report that your broadband or phone services are not currently operational – we recommend calling us on 0800 13 14 15, as this is the fastest way to make sure we get you back up and running.

We aim to reply to technical queries within 5 days. Billing and account queries may take a little longer, especially if you have only just received this month’s bill – if you need an answer sooner, please call us.

If you need to follow up with us on this query, please reply to this email to ensure our correspondence trail remains tagged to the same reference number. Don’t forget to check out our support section (www.orcon.net.nz/support) as this could also answer your question.

Thanks! The Team @Orcon
=====
Where n = a 6-digit number.

My first reaction was I dont recall raising any issue with Orcon support but to be fair I may have phoned them about Genius support for the wireless 802.11ac standard (raised here earlier).

My second reaction was incredulity that such an unprofessional email would be sent to a customer.  They (presumably the callcentre) create a 'ticket number' but cannot be bothered to headline the 'query' as part of the subject text.  Did they (or their robot) not understand what my 'query' was about?  Frankly raising a ticket number about no specific identified issue indicates stupidity.

This standard of support is untenable.  I recall Orcon, when sold to CallPlus, was supposed to moving back to a NZ-based callcentre.  Not so far it seems.  I would prefer to move rather than endure support like this if something serious goes wrong.  As a Genius user I have been very happy with the service Orcon provide and the pricing is competitive.  No other ISP provides an equivalent naked broadband with an integrated VOIP package.  Moving to another ISP would involve the usual disruption with the added issues of going back to standard broadband with separate POTS/using a third-party VOIP provider to retain my landline number - so I hesitate to move.

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6433 posts

Uber Geek
+1 received by user: 1571


  Reply # 1466081 8-Jan-2016 17:25
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Just use your mobile for voice and switch to naked broadband. So much more convenient than VoIP imho.

Also, 5 days to respond to technical issues is obscene.



291 posts

Ultimate Geek
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  Reply # 1466120 8-Jan-2016 17:58
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NonprayingMantis: Just use your mobile for voice and switch to naked broadband. So much more convenient than VoIP imho.

Also, 5 days to respond to technical issues is obscene.


That would turn my landline number into a virtual number (by permanently diverting it) - but who provides this service (Orcon?  My new ISP? or who)?  This would work well while the mobile is turned on but makes me uncontactable when it is not.  I turn my mobile off overnight - when my mobile is on I want audible notifications txts etc) but overnight I dont.  I would assume forwarding a landline to my mobile will increase landline costs.

Yeah 5 days to respond to support emails is laughable but I dont use this service.

As an aside Orcon support staff used to lurk here.  As I understand it Fireengine (sp?) has left - but are any other 'Orconites' lurking here now that are willing to take up the role Fireengine had?

 
 
 
 


4619 posts

Uber Geek
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  Reply # 1466142 8-Jan-2016 18:47
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OldGeek:[snip] No other ISP provides an equivalent naked broadband with an integrated VOIP package.


Both WxC and 2degrees (Snap) spring to mind offering naked + VoIP. Are they equivalent, well I guess you compare pricing, reliability etc.

143 posts

Master Geek
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  Reply # 1466188 8-Jan-2016 20:25
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OldGeek:
NonprayingMantis: Just use your mobile for voice and switch to naked broadband. So much more convenient than VoIP imho.

Also, 5 days to respond to technical issues is obscene.


That would turn my landline number into a virtual number (by permanently diverting it) - but who provides this service (Orcon?  My new ISP? or who)?  This would work well while the mobile is turned on but makes me uncontactable when it is not.  I turn my mobile off overnight - when my mobile is on I want audible notifications txts etc) but overnight I dont.  I would assume forwarding a landline to my mobile will increase landline costs.


If you have a smart phone, most of them have Do Not Disturb (DND) options you can configure so you can leave the phone on 24/7 but have alerts muted within certain hours. For example, my iPhone is setup for DND from 11pm to 7am.



291 posts

Ultimate Geek
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  Reply # 1466198 8-Jan-2016 20:53
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staticnz:

If you have a smart phone, most of them have Do Not Disturb (DND) options you can configure so you can leave the phone on 24/7 but have alerts muted within certain hours. For example, my iPhone is setup for DND from 11pm to 7am.


I was not aware of th DND feature.  I have a Samsung Android 5.1.1 it allows me to do exactly what you outline - but one schedule only (at a quick look).  I need two schedules - Monday to Friday for schedule 1 and Sat-Sun for schedule 2 (ie very different hours).  No can do.

294 posts

Ultimate Geek
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  Reply # 1466238 8-Jan-2016 22:14
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OldGeek:
staticnz:

If you have a smart phone, most of them have Do Not Disturb (DND) options you can configure so you can leave the phone on 24/7 but have alerts muted within certain hours. For example, my iPhone is setup for DND from 11pm to 7am.


I was not aware of th DND feature.  I have a Samsung Android 5.1.1 it allows me to do exactly what you outline - but one schedule only (at a quick look).  I need two schedules - Monday to Friday for schedule 1 and Sat-Sun for schedule 2 (ie very different hours).  No can do.


then there an app for that - a very quick search of the app store will get you what you want

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