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51 posts

Master Geek
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# 208523 15-Feb-2017 18:05
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Sorry, this is a wall of text, skip to bottom for TLDR version.

 

 

 

I used to be on Snap and they were great. Until 2Degrees bought them and things went down hill fast. My contract expired and they wanted increase my rates/move me to another plan which wouldn’t work for me. I need to run my own servers (web/email) and needed a service without the “fair use” which excludes running your own servers for commercial use. My wife and I both work from home and I have my own dev blog/indie game website. (Not hosting downloads before you ask)

 

 

 

Anyway, I looked around and Orcon was one of the only ISP left who don’t have a “fair use policy.” A month in advance I called and scheduled installation (switch over from fibre 2D to Orcon) which I was assured would happen first thing in the morning on the 7th. Of course, I didn’t believe that and wife took the day off work because we knew it would be down most of the day. What we didn’t expect is it would be down over a week later.

 

 

 

At 6:02am our 2D connection went down. I swapped out the router, a fritzbox 7490 with another 7490 from Orcon. While the ONT had a green optical light, the Fritzbox never got an IP from the ONT. It stayed that way all day and at 4:45pm I called tech support. They told me the connection was setup at 11am and should already be working... but it wasn’t. They logged a fault and said it would be fixed later that day as support works until 10pm and T2 until 7pm.

 

 

 

Next day, wife no longer has day off and we are still down. She has to call in and take another leave day. I called Orcon for an update. Help desk claims their systems are down and they cannot even lookup my account information. So I call back again in the afternoon. Again, their systems are not working. However, they are escalating the issue to Tier 2 support and they will contact me by end of day.

 

 

 

Next day (Thursday), again wife needs to take another day of leave, her work is not happy as they are now backlogged. I call support in the morning, this time they say they cannot tell what is wrong and they don’t have an answer back from T2 support. I asked to be transferred to T2 support but they cannot. They only have email access to contact T2. (T1 is in Manila btw) They again assure me they will get back to me. I call again in the afternoon and they still have no idea what is wrong. They now say Chorus says the ONT is down. I tell them I have a green optical link and this is not a new connection. (Optical light would be red it it was down). I give them the serial number and MAC address of my ONT.

 

 

 

Friday the 10th, my wife’s work is very unhappy. They insist that she take off until Wednesday of next week so they can schedule the office workload. This daily unknown if she can work is causing problems. At this point, with no answer and no ideas of what is wrong I call Orcon to cancel. Their accounts department, you guess it, also in Manila, says it will take up to 3 days for them to call back. As of today, the 15th their “retention department” still has NOT called me back.

 

 

 

I go to the library to try and find another service. Sadly, they restrict time to 30m and not able to find a good service without fair use/commercial clauses. But I did find a number of Orcon business. Out of desperation I call that hoping they change my account to business (at extra cost of course) to get better service. Problem is that CallPlus does their accounts for business instead. Thankful, after explaining the problem to their business manager, he walks down two floors to talk to manager for T2 support at Orcon.

 

 

 

Someone named Chris calls me later that afternoon. He is able finally open my account and says he will contact Chorus and get it sorted. Few hours I get a call back. He has sorted the problem and I now have a dynamic IP. I reminded him we ordered a static and then has to get that setup. It’s not 16:45 on Friday. I tell him that I still don’t have phone line ported over or configured and he says their team is still porting my number over and it will be up very soon. I asked if he could give a contact number because he is the first person I’ve talked with and he says no. He did give me an email address @vocusgroup instead. Later friday evening I finally have my static IP and internet but no phone.

 

 

 

Friday 2038, I get the first text message saying my fault is fixed. I still don’t have a phone line configured.

 

 

 

Friday 2250, I get another text saying my install is complete. Nope, still no phone.

 

 

 

As expected, nothing changes over the weekend. I rebooted the FB a few times no changes.  For the tech people out there, they just needed to send a TR-069 message from their ACS but God help anyone trying to explain that to a T1 support person.

 

 

 

Monday morning, we have internet, but still no phone line. I tried to email Chris but no luck. Either I wrote it down wrong or he gave me a fake address. I call T1 support, again. They say check if my phone is plugged in and try again. I try to explain the problem and they just keep doing the same steps over. He says they must still be porting the number and will contact me to tomorrow.

 

 

 

Tuesday morning (I work nights) at 0358am all packets outside of Ocron network stop working. I can ping their DNS servers but cannot resolve any names or even get out of the network. At 0420am still no internet and I give up for the night and go to bed. (Seems it came back at around 04:45am according to my logs. Hoping maybe they fixed my phone line overnight but nope.

 

 

 

Tuesday, 12:51pm I get a call from T1 support, they say install is complete and it must be my modem. So they now want me to do a factory reset. I told them I’ll have to do it after 1700 because we need the internet for work. And please call back tomorrow because I’m sure this won’t fix things.

 

 

 

Tuesday night I do the factory reset on the FB and reboot. I get the same static IP and still no phone line configured.

 

 

 

Wednesday, today I call T1 support again. They say there is no fault logged and I have to go through the entire troubleshooting steps with the new tech. !@#$!@#$ So now they log a new fault. I told them I talked with support yesterday and they told me to do a factory reset. He doesn’t believe me and keeps asking what button I pushed on outside of modem.  I told him I logged in and did it and asked to please forwarded to T2 support. He refuses and says he has to put me on hold for several minutes. Finally comes back and says he is escalating this to T2 support.  He then asks for the serial number of my FB modem which I gave him.  

 

 

 

At this point I still have no phone line, still no call back from cancellation department six days later. I’ve never had such horrible and incompetent support service from a company before. Does anyone know of a service that has better support? My website is very low traffic and while I’m using it for “commercial use” my actual downloads are hosted by 3rd party payment vendor.  It's really a dev blog and landing page for my games.

 

 

 

Sadly, I should have known better about Orcon.  Back in 2010 I tried to go with them for VDSL.  They couldn't get me setup for over a month due to port issues.  I cancelled the install order after a month with no service and went with spark who got me up in a week.  Months later I find out Orcon sent me to Baycorp for debt collection for unpaid bills I never got of service I never had.  I thought surely a simple fibre switch over of existing service wouldn't be bad and maybe the DSL issue was a one-off.  Oh how I was wrong.

 

 

 

TLDR: I had Snap fibre but was forced to change.  Tried signup of Orcon gigabit 1000/500 and it was worst mistake I could have made.  Does anyone have another fibre service with no fair use policy?


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  # 1720751 15-Feb-2017 18:10
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Why were you forced to change did someone hold a gun to you?

 

Linux


UHD

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Ultimate Geek
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  # 1720752 15-Feb-2017 18:13
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"My wife and I both work from home and I have my own dev blog/indie game website."

 

This is why business lines with SL agreements exist.


 
 
 
 


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Vocus

  # 1720753 15-Feb-2017 18:14
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Hi there,

 

I'm sorry to hear you've had a bit of a rough time with your fibre connection - PM me with your account details and I'll chase this up from my side, I'm sure we can get this sussed.

 

Cheers,

 

Cam


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  # 1720755 15-Feb-2017 18:16
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This is why I never suggest to friends that need the internet that they change ISP, instead get a new connection and check it works, then cancel the old ISP.

 

In anycase, you should be resolved now that you have someone that is not the first tier professional call avoiders looking at it. If you do move away from orcon tho make sure to have good records of all the problems for when they send you to collections with no warning.





Richard rich.ms



51 posts

Master Geek
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  # 1720756 15-Feb-2017 18:18
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I know it was a lot of text, but I put the answer to that in there.

 

 

 

I was with Snap, who got bought by 2Degrees and my contract expired.  They wanted to increase my rates and move me to a new plan.  Which also included a new fair use policy (which snap did not have when I signed up) and couldn't use because my site is for "commercial use."  Mean yes I was forced because I could no longer compile with their terms of service any longer.




51 posts

Master Geek
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  # 1720757 15-Feb-2017 18:21
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bameron:

 

Hi there,

 

I'm sorry to hear you've had a bit of a rough time with your fibre connection - PM me with your account details and I'll chase this up from my side, I'm sure we can get this sussed.

 

Cheers,

 

Cam

 

 

 

 

PM sent.

 

 

 

 




51 posts

Master Geek
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  # 1720760 15-Feb-2017 18:24
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richms:

 

This is why I never suggest to friends that need the internet that they change ISP, instead get a new connection and check it works, then cancel the old ISP.

 

In anycase, you should be resolved now that you have someone that is not the first tier professional call avoiders looking at it. If you do move away from orcon tho make sure to have good records of all the problems for when they send you to collections with no warning.

 

 

 

 

Chorus cut my copper when it was installed even though I wanted to keep it for backup.  And since I have fibre ONT they wanted to keep existing hardware without providing new one.

 

 

 

But yes, I have names, times and dates of all calls to support. 


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  # 1720761 15-Feb-2017 18:28
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you just get the new ISP to set it up on the second ethernet port of the ONT. Some really dont like doing that since its more hassle for them when the service on port 1 goes away, but at least 2 people I know have added bigpipe or something competant before bailing on the other ISP.

 

Do 2degrees not offer business connections? I thought the whole idea of them buying snap was because that was one thing snap did really well. Anyway, so many people moving away from 2degrees fixed broadband for support issues or that BS card charge or other things that will be interesting to see what promos they do to try to get people back again.





Richard rich.ms

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Vocus

  # 1720769 15-Feb-2017 18:44
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solorvox:

 

bameron:

 

Hi there,

 

I'm sorry to hear you've had a bit of a rough time with your fibre connection - PM me with your account details and I'll chase this up from my side, I'm sure we can get this sussed.

 

Cheers,

 

Cam

 

 

PM sent.

 

 

I haven't received any PMs...




51 posts

Master Geek
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  # 1720770 15-Feb-2017 18:46
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bameron:

 

solorvox:

 

bameron:

 

Hi there,

 

I'm sorry to hear you've had a bit of a rough time with your fibre connection - PM me with your account details and I'll chase this up from my side, I'm sure we can get this sussed.

 

Cheers,

 

Cam

 

 

PM sent.

 

 

I haven't received any PMs...

 

 

 

 

Just sent it again.




51 posts

Master Geek
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  # 1720802 15-Feb-2017 19:06
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richms:

 

you just get the new ISP to set it up on the second ethernet port of the ONT. Some really dont like doing that since its more hassle for them when the service on port 1 goes away, but at least 2 people I know have added bigpipe or something competant before bailing on the other ISP.

 

Do 2degrees not offer business connections? I thought the whole idea of them buying snap was because that was one thing snap did really well. Anyway, so many people moving away from 2degrees fixed broadband for support issues or that BS card charge or other things that will be interesting to see what promos they do to try to get people back again.

 

 

 

 

Funny thing is, CallPlus, the company who seem to do business connections for Orcon, told me that no ISP can re-use a ONT in NZ.  And that they would have to have Chorus come install a completely new one before I could use their services.  Also CallPlus was limited to 200/200 fibre here while many others have gigabit.  That would have required a month to get setup from when I called them.

 

 

 

Even when I asked Orcon T2 about reverse DNS, the guy had no idea what a PTR record was or how to do with it.  Just so frustrating when you know what needs to be done and could do it yourself in five minutes if you only had access.

 

 

 

Anyway, when I called 2D they did not offerer faster fibre in my area yet.  I was paying $190/mo for 200/200 and would have stayed if it wasn't for the new fair use policy.  My connection usage is like 90% home use and 10% commercial.  Puts me in a bad spot sadly.




51 posts

Master Geek
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  # 1720807 15-Feb-2017 19:27
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bameron:

 

 

 

I haven't received any PMs...

 

 

 

 

Shows sent but not read on my end:

 


cisconz
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  # 1720809 15-Feb-2017 19:33
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richms:

 

you just get the new ISP to set it up on the second ethernet port of the ONT. Some really dont like doing that since its more hassle for them when the service on port 1 goes away, but at least 2 people I know have added bigpipe or something competant before bailing on the other ISP.

 

 

Different services are available on the secondary port.





Hmmmm


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  # 1720816 15-Feb-2017 20:06
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solorvox:

 

richms:

 

you just get the new ISP to set it up on the second ethernet port of the ONT. Some really dont like doing that since its more hassle for them when the service on port 1 goes away, but at least 2 people I know have added bigpipe or something competent before bailing on the other ISP.

 

 

 

 

Funny thing is, CallPlus, the company who seem to do business connections for Orcon, told me that no ISP can re-use a ONT in NZ.  And that they would have to have Chorus come install a completely new one before I could use their services.  Also CallPlus was limited to 200/200 fibre here while many others have gigabit.  That would have required a month to get setup from when I called them.

 

 

That's why richms specified a competent ISP. ;)

 

cisconz:

 

Different services are available on the secondary port.

 

 

Sure, but some internet is always better than no internet.




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Master Geek
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  # 1720819 15-Feb-2017 20:11
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DarkShadow:

 

That's why richms specified a competent ISP. ;)

 

 

I asked in the first post, please tell me an "competent" ISP who doesn't have "fair use policy" that prevents me from doing very light commercial things on it?

 

 

 

Been digging around and not many choices left.  Oh why did you have to sell out snap!  They had good NZ based service and great speed.

 

 


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