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370 posts

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Topic # 204231 22-Sep-2016 15:25
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I am just at the point of cancelling my Orcon account later today or tomorrow because of the bizarre (I can think of worse words) support I have received from their overseas helpdesk.

 

A few months ago I tidied my homes internal wiring to get the most out my ADSL connection and got some good results then thought I would go with "interleaving off" <- bad mistake #1

 

It was switched off and although I got a decent speed increase from it, I noticed that interleaving depths had gone from 12/1 to 64/8 - not something I was expecting. Also my speedtest ping times rose from 12ms to 30ms, not something you'd associate with interleaving being switched off. It seemed interleaving was still on but I was getting faster speeds.

 

I queried the helpdesk about this initially and the response was basically "you should be happy as you have faster speeds". Well yes maybe, but that increased latency actually slows the initial connection to any site down. Sadly I couldn't get that message through to them.

 

Anyway I got busy and just accepted it, until a couple of weeks ago. I had had a couple of connection dropouts over a few nights so I picked up where I left off about the interleaving depths being 64/8 with interleaving off. They said it was off but couldn't really explain to me why the depths were 64/8. When I told them the depths were 12/1 prior and had a 12ms ping the person emailing me seemed not believe me and stated that my current ping (30ms) was normal (note to self - must remember ping doubles when interleaving goes off). I got them to do a port refresh and things remained the same with an interleave depth of 64/8 it appeared to be on. I got a Huawei HG630 and configured it temporarily with my Orcon details and it showed the channel type as "interleaved" and not "fast". I screenshot that and sent it to the helpdesk only to have them tell me that,

 

"Regarding your phone line issue, I just noticed that you are using a third party modem. Since your phone service runs through VOIP, we highly recommend for you to use the Orcon supplied modem. Phone service would not work if you use a third party modem." 

 

We have been going backwards and forwards and around in circles it seems when yesterday just after I got an email from their support team to factory reset my modem. I went to reset it and the DSL light is flashing away and connection is dead... I factory reset it but still no connection. Phoned their support team and it took them a few goes to reset the connection to fire it up again. Well I just got an email today from their support saying they never took down the connection yesterday and were waiting for me to plug the modem in as I'd appear to have unplugged it - well, I hadn't unplugged it! My guess is someone screwed up at their end or there was a line dropout on a line which they said was absolutely fine.

 

This is beginning to turn into a novel. I don't really want help as such, I just wanted to get it out my system but feel free to comment if you wish.

 

And to Orcon, you have been told by so many here and on Facebook that your helpdesk is just about the worst out there. In fact, it will be your downfall.

 

 


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'That VDSL Cat'
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  Reply # 1638834 22-Sep-2016 16:10
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Depending on network and your location to the BGP for an adsl connection 12ms sounds reasonable for interleaving being off.

 

 

 

Clearly in the process of requesting it to be turned off, that must have been noted as turning it off but actually toggled it on.

 

By the sounds of things, it kinda sounds like a record simply has gotten mixed up.

 

 

 

You haven't explained the phone issue in detail so i cant really comment on that past what i have already stated.

 

 

 

Its a shame that simple support issues dont always get caught, but sometimes you simply need to speak to a higher up or be lucky to get someone who does have background knowledge ontop of their scripts to follow..

 

As for being told by so many on here that their support is the worse, Pretty sure that is not the case. There are others that take that pie and run with it.





#include <std_disclaimer>

 

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.




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Ultimate Geek
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  Reply # 1638855 22-Sep-2016 16:30
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hio77:

 

Depending on network and your location to the BGP for an adsl connection 12ms sounds reasonable for interleaving being off.

 

 

 

 

Yes but 12ms was when it was on, it jumped to 30ms when they apparently turned it off.

 

 

 

hio77:

 

You haven't explained the phone issue in detail so i cant really comment on that past what i have already stated.

 

 

 

 

Well there was no real phone issue, I just mentioned to them that occasionally I would get up in the morning and the VOIP would be dead. It didn't happen too often and a reboot sorted that.


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  Reply # 1638856 22-Sep-2016 16:30
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TL:DR but based on the thread title the answer is a resounding NO.  Loads of massively successful companies have atrocious support. 




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  Reply # 1638861 22-Sep-2016 16:37
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gehenna:

 

TL:DR but based on the thread title the answer is a resounding NO.  Loads of massively successful companies have atrocious support. 

 

 

 

 

Yes, quite true but I have been with Orcon on and off several times since their beginning. It all started to slip when Kordia took them over. In their "Golden Days" I thought their support was first class.


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  Reply # 1638864 22-Sep-2016 16:42
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Didn't Kordia sell Orcon years ago?  My experience with Kordia has been stellar, so I'd be disinclined to blame Orcon's problems with their own internal processes on a previous parent company.  


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  Reply # 1638907 22-Sep-2016 17:31
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Hi there,

 

Can you please send me a PM with your account details - I'll check where the team is at with this.

 

Cheers,

 

Cam




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  Reply # 1638920 22-Sep-2016 18:13
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bameron:

 

Hi there,

 

Can you please send me a PM with your account details - I'll check where the team is at with this.

 

 

 

 

 

 

PM sent, thanks.


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