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150 posts

Master Geek
+1 received by user: 1


  Reply # 138651 17-Jun-2008 10:47
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I have to say that since the bandwidth upgrade my connection is nothing short of brilliant.  And I thank the Orcon team for sorting this.

However, for about 5 weeks I had connection speeds slower than dialup most of the time.  Some people are still experiencing this. It has been mentioned several times on this website that we accept internet issues will occurr, but where is the compensation?  Seems rediculous that Orcon continued to charge premium prices for a service that barely worked. 

Give us a month's free internet at least for crying out loud.  It's the least you do for us for remaining with you through all this.

Cheers
P

217 posts

Master Geek


  Reply # 138656 17-Jun-2008 11:08
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duncanblair: ... once this was resolved it became apparent that we also needed additional bandwidth.


How do you continue to exist if this is how the company is run?

Orcon and any other ISP worth its salt should know exactly how much capacity they have, how much they use, how much is likely to be used. Combined with all the unbundling and sales pitches for your new services, you should be expecting more subscribers, resulting in increased bandwidth usage.

But all this appears to have been an afterthought, and only as a result of fee paying customers being forced to survive on sub dial-up speeds and feeble excuses from Orcon that 'all is fine', to which there has been very little in way of an apology.

 
 
 
 


248 posts

Master Geek

Trusted

  Reply # 138667 17-Jun-2008 11:36
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photoman:
How do you continue to exist if this is how the company is run?

Orcon and any other ISP worth its salt should know exactly how much capacity they have, how much they use, how much is likely to be used. Combined with all the unbundling and sales pitches for your new services, you should be expecting more subscribers, resulting in increased bandwidth usage.

But all this appears to have been an afterthought, and only as a result of fee paying customers being forced to survive on sub dial-up speeds and feeble excuses from Orcon that 'all is fine', to which there has been very little in way of an apology.


The problem with the SCE was masking the shortage of bandwidth, the 'slow international speeds' were caused by two distinct issues, which unfortunately happened one after the other.

I wrote a very detailed explination of why we ran short of bandwidth much more quickly than we had forecast, you can find that a few pages back. I would encourage you to read that, but in short, we did expect more subscribers, using more. What we got was a lot more subscribers, using a lot more. The way people are using the internet in NZ is fundamentally changing. We got it wrong in this case, and in that same post I did apologise, but I apologise again.

I hope that this addresses your concerns.

217 posts

Master Geek


  Reply # 138715 17-Jun-2008 14:30
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duncanblair: We got it wrong in this case, and in that same post I did apologise, but I apologise again.

I hope that this addresses your concerns.


To be brutally honest, no. Whilst an apology on a forum doesn't cost Orcon anything, it has cost Orcons' customers a lot more. You have customers paying $60/pm, $120/pm or some other figure, and due to problems at your end, we ended up with a service that was inferior to dialup. What is Orcon going to do to compensate those people that are effectively paying your wage?

In addition, Orcon have skirted around the issue and would not initially own up to the fact that they had a problem. The responses coming out of Orcon have been along the lines of resetting your router or that your local exchange is oversubscribed. Strange that such events should happen to so many people, all at the same time.

The fact that your own status page could not be kept updated just goes to show how much Orcon cares about its customers. It's all well and good making an appearance on forums such as this, but your customers shouldn't have to search around the internet for an answer to their woes. They should be able to find it on the Orcon site.

31 posts

Geek


  Reply # 138749 17-Jun-2008 15:51
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duncanblair:

I hope that this addresses your concerns.


Apologies aren't really enough, fixing the problem is. If you're not going to take action, your customers will. I'm leaving at the end of my billing cycle regardless of whether you guys fix the problem or not.

150 posts

Master Geek
+1 received by user: 1


  Reply # 138764 17-Jun-2008 16:46
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SalmonSalami: Apologies aren't really enough, fixing the problem is. If you're not going to take action, your customers will. I'm leaving at the end of my billing cycle regardless of whether you guys fix the problem or not.


I'm sure they are working to fix the problems but if no compensation is offered, I say we go to the press.  There are enough willing people on here to make for a good story.  Fair Go anyone?

84 posts

Master Geek
+1 received by user: 3


Reply # 139175 19-Jun-2008 14:16
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This is still happeneing for me, I am currently paying $8 a month US on top of my orcon fee so I can use my connection for any international gaming or ventrillo after 8pm. Logged a ticket but don't really expect to hear anything. Once my next Tunnel sub runs out if issues still arn't fixed I guess I will have to look elsewhere, i'm trying to give Orcon a chance but paying extra to another company tofix something thats not my issue is not my idea of good service.

475 posts

Ultimate Geek
+1 received by user: 61

Subscriber

Reply # 139176 19-Jun-2008 14:21
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Well guys, I am thrilled to say I finally have really fast Internet and outstanding service. At last I feel like I am getting the broadband I am paying for. For details see the thread I just started at
http://www.geekzone.co.nz/forums.asp?ForumId=49&TopicId=23134




Jonathan Mosen

 

Mosen Consulting, for advice on web and app accessibility

 

http://mosen.org

407 posts

Ultimate Geek
+1 received by user: 7


  Reply # 139319 20-Jun-2008 09:50
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Zub:
QUESTION: Any other Orcon gamers having similar experiences?
Not sure if it's just me, or something I should be asking Orcon for help with...



Hubby and I play WOW on a private server.  And previously when on Xtra, we never ever had bad latency.  Since switching to Orcon our latency bar is always olive or red in the evenings.  During the daytime at weekends it is slightly better.  But we mostly play weekday evenings.

This is even after Orcon got more provisions for bandwidth.  So I am emailing them today to complain.

The speed test results I don't feel are a good indication, although I feel some results are appalling.  I think it fluctuates dramactially and is not a steady stream.



We always had well over 3000kb/s with Xtra.  And this is not our worst speedtest results which was 2197kb/s.

This is not on the unbundled service(yet).




"In the real world as in dreams, nothing is quite what it seems" - The Book of Counted Sorrows





Senility Guild

 


209 posts

Master Geek
+1 received by user: 17


  Reply # 139623 21-Jun-2008 19:33
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First day I got hooked onto adsl2 I had over 15 disconnections for 2 days b4 I was switched back to adsl1 then after some more testing switched back and so on, long story short im on adsl 2 getting a peak time connection of 100kbps both ways and national of 3500 - 5mb, Last night while I was on the phone to tech support I got a reading of 50kbps to american and 250 national...


Fail Orcon
12pm on a sunday.. not cool

2 posts

Wannabe Geek


  Reply # 139698 22-Jun-2008 12:16
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I also recently switch to orcon ADSL2+ Orcon@home+. (from orcon purple plan) (Howick Exchange) (9th-6-2008)
was unable to get a stable ADSL2+ connection line at first (orcon sent a telecom tech to fix the problem) (11th-6-2008)
then I was unable to get Authenthication to orcon... (ADSL light was stable but just kept getting authenthication problem).
After 9 days of no internet.... they fixed the authenthication issue..(Friday) (20th-6th-2008)

But now....

What i found was my router page says:
Downstream Rate: 13266 Kbps
Upstream Rate: 1020 Kbps

But.. with speedtest.net .....
The morning when they fixed the authentication issue(Friday morning)...
Friday Morning

and when i tried to download files from Ipod(Itune)/Microscoft/Nvidia ( With ADSL1 I used to be able to d/l at ~ 600-700kb/s)
but i only got a Max download speed at about 100kb/s....

And this morning...


(Havent test the stablilty with MMORPG/Vent yet...... hope its fixed..)

I hope this is temporary? (something wrong with the exchange or something else?)....
Kinda of disappointed... changed to ADSL2+ and then got a slower speed then ADSL1...
(really regret changing to ADSL2+ atm....)
I havent contact with the support team yet.. (Atm just hoping this is a temporary issue that will go away... Cry)


Orcon Chief Executive Scott Bartlett (Promotion letter that was given): Quite simply, we're not like other phone companies. They're more than happy to offer an average service to as many people as possible. At Orcon, we're just the opposite. We Like to have a selected number of customers, then go out of our way to delivery truly outstanding product performance and service to each and every one of them..... With Orcon@home+, you have access to superuor broadband,.... The telephone exchange in your area has recently been unbundled. which means we can now offer you service using our own 'next generation' technology, instead of someone else's....


/sigh............. Frown

209 posts

Master Geek
+1 received by user: 17


  Reply # 139705 22-Jun-2008 12:45
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ADSL2 is the future amirite

adsl2 is the future amirite?

84 posts

Master Geek
+1 received by user: 3


  Reply # 139785 22-Jun-2008 20:51
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brookz: adsl2 is the future amirite?


My NAT is fine....

Photobucket

and I wonder why i'm having issues.....


Rubbish

209 posts

Master Geek
+1 received by user: 17


  Reply # 139795 22-Jun-2008 21:37
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Lol












Completely unacceptable


wtf

and of course national is fine.. Yet orcon have fixed the international problem yet...

There are currently no known issues on the Orcon network.

495 posts

Ultimate Geek
+1 received by user: 9


  Reply # 139802 22-Jun-2008 22:06
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Ironically my speeds are all fine! and im going to switch to slingshot in 3 weeks! (Orcon has way to expensive data plans for ADSL 1!)

Done these tests at 7:56 PM

NZ
 

US

Slingshot 
 
Telecom (telecoms server seems to be very slow (I should get 400-600KB/s)
 
Telecom (done there test again and got a better speed)


And now:
NZ

US

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