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155 posts

Master Geek
Inactive user

# 214912 2-Jun-2017 15:28
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Hi guys,




Once again I am having problems with Orcon.  I have been polite and calm up till now.




The fact is my speed used to be 210 Mbps my when I first joined 200/200 fiber.  The upload is not the problem.  I have done every test that I can do, reset the router 5x before posting the problem on Orcons facebook page.  (Not to mention since then other customers has been complaining about the speed as we  with Orcon dropping their speeds and they now have blocked me from posting on it), before blocking me though they suggested that I ring Orcon tech support to have the problem fixed.  So I rang Orcon, placed the fault did everything they have asked including resetting the router over and over again, I have been on the phone on and off with them getting texts left right and center asking to ring them for updates.


So I ring them, and then I get accused of it being because of chnaging the IP address to 172.38.21 1 (which is funny because the last 5 times that this has happened they have been finding the fault has been their right up to this time) so I changed it back and reset the router again.  Then I ring them back and let them know what I did and let them know that I have put it back to default then they submit that to level 2 tech support and then i get another text asking me to ring them again and so I do that and they now are accussing me of using a TP LINK router and that its connected to the router when I dont have a TP LINK, I only have the Huawei ONT box and the stupid white router, both is what Orcon gave me.




Now ringing orcon every time they ask leads back to the same lies.  These are the things that I have done heaps of times:




* Factary reset the router/modem (white one that they have given me) 5 times.


* I have unplugged everything and turned off wifi for the speed tests, same results


* Reinstalled windows and done a speed test, same thing.


* Turned off the ONT box 2 times for 1 hour approx and turned it back on.


* Turned off bot ONT and router off for the night and turned it back on and speed test, no difference.


* Tested my cables using a cable tester, all is good and working as they should


* Used a mates laptop and speed tested with a wired connection while everything else was unplugged apart from the ONT box and wifi off, no difference.


ALL TEST COMES BACK 141.85 Mbps I used to get 210 Mbps, and the lowest it dropped to was 185.30 Mbps, but 141.85 Mbps?  I am paying 140 a month for this plan.




I have done everything that i can think of and Orcon is not helping at all, and I am really angry at them cause they keep accusing me of all this crap, and they are not really helping.  I am getting really sick of this crap with Orcon, and already thinking of taking my business else where after my contract is up.




I have tried to be calm with them, I have tried to be civil, but now I am at my wits ends and they have done nothing apart from stress me out.




They clearly want to loose their customers.

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Mr Snotty
8822 posts

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  # 1810440 2-Jul-2017 16:18
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Nothing can be done apparently, and the software they gave me to test wont open up on my computer and they said it was a fault with my computer WHICH there is nothing missing nor corrupted on my computer cause I did that check the day before they gave me the software.


So my decision is, orcon is going to be losing another customer when my contract is up and I will be moving to someone else and hopefully a company that is here in NZ and dealing only with kiwi.


You could change ISP's however I do not think this is going to solve anything. Reading through this thread I am now thinking you have not followed any of the suggestions posted (especially this post - Neil does know what he is talking about). I'm confident in saying there really isn't an issue and the issue you're seeing is simply with Speedtest.


I could argue I pay for Gigabit and sometimes only get 600Mbit according to Speedtest however I know this is just Speedtest - real world performance doesn't change. If you didn't do these Speedtests in the first place would you have ever bought it up? Is your internet still quick and working well? Do all pages load in almost an instant? Then, your UFB connection is working as intended.


Whilst you think you're also paying for 200Mbit you're really not - you're paying for a best effort service that can go up-to 200Mbit. On Residential plans the CIR (committed information rate) is normally around 2.5Mbit so that is all an ISP or the network technically has to provide you. There are some factors even on the UFB network (whilst unlikely) that could affect your speed for example a few Gigabit punters on the same OLT port as you (since UFB is a shared resource) maxing their lines out.


So, I really think by your posts that Orcon has done well here with trying to find out what the issue is if there is one and it sounds like there really isn't an issue by your own posts.

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