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68 posts

Master Geek
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Topic # 191212 27-Jan-2016 18:06
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Does anyone have any advice on how to talk to someone at Orcon who is able to help a customer?

 

I have requested UFB and simply want to know the current state of the request and anticipated timeframe.

 

I dial 0800131415 and go through the prompts and wait (and wait!).  Eventually I get a friendly offshore voice who puts me on hold (twice) and then explains I need Sales.  Call 0800564687 she says "but I'll transfer you".  So I wait (and wait) and eventually I get a friendly guy who says "you don't want Sales - you need the Fibre team"  "You should dial 0800133333 but I'll put you through".  I wait, and wait, and wait, and eventually press * to request a callback, enter my number and am still waiting......

 

If I dial these 0800 numbers they all seem to end up i the same place anyway, and then they just pass you around until you eventually give up.  Email is no better.

 

Seriously I would like to know if anyone has any guidance on how I might actually get some sort of assistance.  I have paid Orcon thousands of $$ over the years but that counts for nothing.  I really just wanted to upgrade service and keep paying them money - seems a bit of a mission impossible....

 

I'll take any advice - seems the Orcon approach is to drive business away by completing frustrating their customers if the want any changes.  Frustrated....


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26 posts

Geek
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  Reply # 1480232 27-Jan-2016 20:36
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For any enquiries about UFB you should phone 0800133333 - that gets you through their dedicated "fibre team". The catch is their callback system is broken (as you discovered - it's been like that for a couple of months now) so you need to keep phoning until you get through. The good news is when you get through you'll be talking to a NZ-based team who generally know what they are talking about. No one at Orcon outside the "fibre team" seems to know anything about UFB.

 

I had a horrendous time switching across to one of their "new" UFB products a couple of months ago. Very painful including several days with no service (not even switching from a different ISP - just switching between two different Orcon UFB products) but got there eventually.

 

Be aware Orcon is having to deal with Chorus to do the install, so even when you get in touch with the right people they may not have complete information.

 

Good luck.


254 posts

Ultimate Geek
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Orcon

  Reply # 1480429 28-Jan-2016 08:50
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Hi there,

 

If you didn't manage to get through to anyone please PM me with your account and contact details and I'll organise a call back for you. Sorry for the hassle!

 

Cheers,

 

Cam


 
 
 
 




68 posts

Master Geek
+1 received by user: 10


Reply # 1480832 28-Jan-2016 18:36
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Thanks Cam.

 

After posting this yesterday I DID get a callback from a guy called Royce on the Fibre Team.  He was helpful and explained that he would followup up with Chorus for me and call me back today...

 

...and he Did!

 

Royce advised that consents were all completed and Chorus would be in contact in a few days.  Thanks Royce for your help.

 

 

 

(Always a bit reluctant to report success with stuff like this as it's possible that nothing happens again - hopefully not).


9 posts

Wannabe Geek


  Reply # 1482890 1-Feb-2016 15:10
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I'm having similar experience. On hold for 3 hours! 'press star' call back feature doesn't work either. I've ordered UFB and there are some delays (which I expected) so I ordered DSL while UFB gets sorted. I have already received a modem for UFB connection and Orcon sending me identical one for the DSL because customer service is unable to NOT send the modem:). Received an update that it will take 2 weeks to get DSL connected even though previous tenant at the house had Orcon DSL connection just days ago!? Why? I'm thinking of cancelling both orders but I can't even do that:) 1 hours on hold this morning and 3 hours this afternoon. If any Orcon people out there, one of my order nr is 45877 and the other is 7276444


254 posts

Ultimate Geek
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Orcon

  Reply # 1485391 4-Feb-2016 18:09
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arturv:

 

I'm having similar experience. On hold for 3 hours! 'press star' call back feature doesn't work either. I've ordered UFB and there are some delays (which I expected) so I ordered DSL while UFB gets sorted. I have already received a modem for UFB connection and Orcon sending me identical one for the DSL because customer service is unable to NOT send the modem:). Received an update that it will take 2 weeks to get DSL connected even though previous tenant at the house had Orcon DSL connection just days ago!? Why? I'm thinking of cancelling both orders but I can't even do that:) 1 hours on hold this morning and 3 hours this afternoon. If any Orcon people out there, one of my order nr is 45877 and the other is 7276444

 

 

 

 

Hi, sorry for the delay.

 

Your DSL order is scheduled for the 11th, being the earliest booking Chorus have available in your area. If the previous tenant had DSL, it probably would've been easier to arrange a change of ownership however it will be too late for that now I'm afraid.

 

Let me know if we can help with anything else.

 

Cheers,

 

Cam


1480 posts

Uber Geek
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  Reply # 1485418 4-Feb-2016 19:39
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Twitter works wonders :)

 

Taking down names (ask for spelling if necessary) helps to stop the fobbing off or miss-directions as you can call back and ask for them by name.  "Last time we spoke you put me through to sales.  Sales said they can't help me.  No, I don't want to leave a message for someone to call me back because I've already done that.  If you can't help me, escalate the call."




68 posts

Master Geek
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Reply # 1487317 8-Feb-2016 11:33
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This has vanished into a back hole again.  No answer to emails.

 

Some advice that Chorus are working through the MDU process (Multi Dwelling Unit)  It's a single free standing house with ducting in place from street to house!

 

This process is broken - hopeless!  All parties involve just blame each other and no one at Orcon appears to take any accountability.


1480 posts

Uber Geek
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  Reply # 1487352 8-Feb-2016 12:15
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"When is my fibre going to be installed" = "what is the meaning of life"

 

You may infamously never know until a few weeks out and nor does your ISP.




68 posts

Master Geek
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  Reply # 1487377 8-Feb-2016 12:26
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Not sure I get your point?  Yes, that's the way it is.

 

Does that make it a reasonable way to conduct business?  Are Orcon totally powerless in this process? What are Chorus such a closed shop that they cannot advise even approximate timeframes or scheduling.  Why are appointments made and then never kept (not my experience yet, but certainly for others).

 

I am repeatedly told that only Orcon can assist with this but there is no ownership by Orcon - just the ongoing message (if you actually get a response) that it is with Chorus and that's all we can tell you.

 

So you've summed up the hopelessness of the situation quite well really.  Perhaps ISPs need to have a standard response to all customers wanting information - "Shut up and wait, it'll happen when it happens".  In my experience that attitude ultimately erodes a businesses customer base to its detriment.


1480 posts

Uber Geek
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  Reply # 1487603 8-Feb-2016 17:02
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Gwilson:

 

Are Orcon totally powerless in this process? What are Chorus such a closed shop that they cannot advise even approximate timeframes or scheduling.

 

https://www.youtube.com/watch?v=ML0tr-9zTw0&feature=youtu.be&t=4h33m I've linked to that several times now ...


1367 posts

Uber Geek
+1 received by user: 478


  Reply # 1487617 8-Feb-2016 17:21
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Gwilson:

 

Some advice that Chorus are working through the MDU process (Multi Dwelling Unit)  It's a single free standing house with ducting in place from street to house!

 

 

A single free standing house can still be a MDU. Depends on how the legal title is drawn up.

 

Having ducting does not negate the need for consent, Chorus needs consent in case the duct is blocked and they need to start digging, and for future repairs.

 

Gwilson:

 

Are Orcon totally powerless in this process?

 

 

Pretty much. Once your ISP sent it to Chorus, all you can do is wait.

 

There's work ongoing in this area though, so watch this space.




68 posts

Master Geek
+1 received by user: 10


  Reply # 1487624 8-Feb-2016 17:55
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Will try and be patient! Frustrating lack of info though...



68 posts

Master Geek
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  Reply # 1487639 8-Feb-2016 18:15
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YouTube link was interesting thanks

1480 posts

Uber Geek
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  Reply # 1487641 8-Feb-2016 18:24
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were you given a new login account?  you should be able to log into the orcon site and be presented with a progress

 

 

 

 

Note that the above was actually for an upgrade from the old plans -- yet is the same as a new connection




68 posts

Master Geek
+1 received by user: 10


  Reply # 1487696 8-Feb-2016 20:01
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Thanks. I'm an existing customer but have never seen this on my Orcon page. Is there a different url?

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