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19 posts

Geek


Topic # 198729 20-Jul-2016 13:59
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So a week or more ago we had a massive lightning strike which, along with a few others in our street, took out our internet.

 

I placed a call to one of Orcon's staff, who despite their promises to return to a NZ based customer service team, was obviously in a call centre offshore. I explained the issues, the fact that our connection was down, and most importantly that when a phone was plugged into the jack-point a constant disconnect signal was audible.

 

Their instant reaction to that was "We will have to send a Chorus tech to your house"... I can hear you all echoing my own response - "The connection to the house is fine..." but no amount of carefully crafted explanation worked on their C/S rep.

 

Many many calls to them, including getting hold of someone actually in NZ (retention department seem the only one deemed worth retaining in NZ) but still no one who actually seems to understand what their job entails, or even someone there with a modicum of technical prowess. Seriously - no one knew what 'ping' referred to - un-fuc*ing-believable!

 

A few more days, and my patience was exhausted. We were told that we would have to wait till the 18th for a Chorus tech which really was the final straw.

 

On the 12th I organised a BigPipe account which was activated without issue and before the team at Orcon could even look our way..

 

Orcon - My message to you in an open forum. Sort your company out before you are no more than a memory, or a quirky story people tell at parties about their worst ISP. Employees of Orcon - How can you get up each day with a smile on your face knowing that the company you work for has plummeted so quickly from "exciting new ISP on the block" to a steaming pile of camel dung?

 

After being a loyal, paying customer since 2008 I now await my final account.


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264 posts

Ultimate Geek
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  Reply # 1595670 20-Jul-2016 14:57
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I echo your situation 100%

 

Been a loyal Orcon customer for years, my turning point was simply changing plan speed, the only way to change speed was to re-sign for another 12 months without any of the perks of being a new customer. I had to go through retention as the current system encourages you to leave Orcon to another ISP as that's the only way you get an incentive for starting another contract.

 

Once this was sorted I had an issue with speed, only getting half of the plan speed (basically the same speed I had previously) on download but full on upload. After about 45 days of testing and supplying results, and re-supplying results, and multitudes of modem resets and (I have to emphasise this part) TRYING TO DEAL WITH PHONE SUPPORT I gave up as I had gotten absolutely nowhere, my situation had not changed and there was no sign or indication that it was going forward. At this point, because I had negotiated a new contract as a new client, I threw my arms in the air in frustration and evoked the fibre guarantee (I met all requirements according to the clause).

 

Within 3-days I was up and running on Bigpipe at full speed up and down, basically confirming that everything I had gone through with support over that month and a half was a complete waste of my time, and plenty of time it was. I brought a NF4V (same router as Orcon uses, configured it myself and it worked straight away) I am still fighting for the fibre guarantee at the moment as I was technically not a 'new customer' like I was led to believe. But I am willing to lodge a complaint with TDR if Orcon accounts decide to be douches about it.

 

In saying all of this, I have had some absolutely wonderful help from NZ based Orcon employees and as long as you don't have an issue that requires a call to support you will be fine. But I wouldn't wish Orcon phone support on my worst enemy...





"you may not know anything about the issue, but I bet you reckon something"

 

- Mitchell and Webb

 

 

Get $20 credit when you sign up to Bigpipe by using this link!


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