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150 posts

Master Geek
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  Reply # 142083 2-Jul-2008 00:29
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kaiwai: Ducan?


who the hell is ducan?

Tongue out

227 posts

Master Geek
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  Reply # 142100 2-Jul-2008 08:14
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networkn: The other matter for consideration, is that all the people complaining here, are likely only the small percentage either savvy enough to know where to find this place, or who care enough to let the company at fault know. For all of those people there are probably a dozen more who think its "normal" or who aren't of a personality type to cause a conflict, or who couldn't find a place like this to save thier lives. I am not trying to inflame the matter more, however I would be horrified if Orcon were making this out to be an issue affecting a small and limited number of people.

I actually agree with the suggestion of compensation, I'd say 1/3 of broadband bills for the affected periods of time. If Orcon was to do something like this, I'd bet my bottom dollar, next year, regardless of performance, they would be considered the best ISP in the country. A company who takes responsiblity is an amazing thing. Its rare, innovative and would win you more customers.

You would likely find a smallish percentage of people would claim it, and you could require people to submit a screenshot to prove they have had the issue.

The good press from something like this would be amazing I would think.


And maybe that is the problem.  There is no global, bad press at the moment.  No one other than us geekzone members know about the issue in a global sense.
Everyone else is possibly sitting on their own individual little island trying to fix a problem that isn't theirs, oblivious to the fact that this (long) discussion is going on.
You all know the tests we performed before we concluded that it wasn't our problem.

Orcon is already on a high (as far as press goes - and were talking about media attention here) with the released figures last month.

If your looking for resolution through the public, it's possibly already too late to go to the media, because Orcon already have a possible fix in place - they just need to execute it.
That time passed a month ago, and I'm not entirely sure that's the right way to go about it anyway.

Orcon wont compensate over a period of months, they have no incentive to and other geekzone users have already shown us that the request is not discussed when requested anyway.


Like I've already said though, I've begun proceedings into going elsewhere so the issue is closed for me.
Hope I'm not jumping from the pot in to the frying pan!  We'll see Smile  I may be back with Orcon some day Surprised

I'll post back figures when I've been succesfully converted over to show wether I get good or bad speeds as a result of the move.
For now, here are my last speed tests on Orcon.

 
 
 
 


398 posts

Ultimate Geek
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  Reply # 142102 2-Jul-2008 08:19
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photoman:
manhinli:
photoman: OK, so how do I add the speedtest result? I've clicked on the Insert Image icon and copied the Forum Link from Speedtest, but all I get is the URL displayed.

Anyway, speeds are as follows: Location - LA, Download - 46kb/s, Upload - 126kb/s, Ping - 183ms

To add the image, copy the "Direct Link" address to the image.

Then use the image tool (the one that looks like a tree) and paste it in.


Thanks manhinli, but I've just tried that and it didn't work. Then again, it did take six minutes for the edit page to display before I could even try it. Had enough for tonight. Going to watch something, anything on TV. Anything is better than try to use the internet at the moment.


I tried the add image thingy too last night - and it didn't work(maybe cuz my image was too big and ended up been  edited by a moderator Embarassed) and had to edit the html to copy over the Photo Bucket code. 

And I think on a few posts back I tried to add speed test data and had to use the html code button also to get it to show. 




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





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398 posts

Ultimate Geek
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  Reply # 142106 2-Jul-2008 08:28
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networkn: The other matter for consideration, is that all the people complaining here, are likely only the small percentage either savvy enough to know where to find this place, or who care enough to let the company at fault know. For all of those people there are probably a dozen more who think its "normal" or who aren't of a personality type to cause a conflict, or who couldn't find a place like this to save thier lives. I am not trying to inflame the matter more, however I would be horrified if Orcon were making this out to be an issue affecting a small and limited number of people.

I actually agree with the suggestion of compensation, I'd say 1/3 of broadband bills for the affected periods of time. If Orcon was to do something like this, I'd bet my bottom dollar, next year, regardless of performance, they would be considered the best ISP in the country. A company who takes responsiblity is an amazing thing. Its rare, innovative and would win you more customers.

You would likely find a smallish percentage of people would claim it, and you could require people to submit a screenshot to prove they have had the issue.

The good press from something like this would be amazing I would think.


You know what, when I rang Orcon the other week - at first the customer service guy tried to tell me that no other gamers playing WoW are affected - then as soon as I mentioned this thread - he changed his tune and said yes - quite a few people are affected.

I feel Orcon is trying to sweep this issue under the carpet.  As of Monday I am emailing Fair Go(still no word from management - no surprises there though based on everyone elses experiences). - I suggest all of you do the same - more complaints at Fair go - the more chances they will air our story.  Then Orcon being in the public eye will have to front up to us.

I think with most internet users with Orcon they won't see the issues we are having unless they use high bandwidth applications - that most users don't use.  We are serious internet users - whom know good service - expect good service - and are not afraid to stick up for our consumer rights.

If we all stick together - it may be a long battle - but I feel in the end we will get what we deserve.

What ever happened to the philosophy - "The Customer is always right"?




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





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248 posts

Master Geek

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  Reply # 142126 2-Jul-2008 09:18
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I want to clarify a couple of things being discussed here, I am not going to reply to anyone in particluar, but I am going to try and answer the most common questions. When I get a moment I will also go back and pick out some of the other questions to answer.

I have never ruled out compensation. As I said (and I awknowledge that I probably should have said it sooner) Orcon always has and always will provide compensation to customers who deserve compensation. If you can show us that you have experienced degraded performance for a period of time we are happy to look at appropriate compensation. This thread already has several customers talking about credits they have received - Despite what you may think this is not a case of being 'stingy' or hoping that people will go away.

I maintain that this forum is not somewhere where I will be considering individual cases - it is not the right place, and I am not the right person. If you have a dispute please contact us through the appropriate channels.

The other thing to note with this issue is that it is not effecting everyone all of the time. This is evident even in this thread where some users are raving about the improvements they have seen, or claiming to have never had a problem at all, while others are saying it is rubbish and has been for some time. Issuing a blanket credit in this case does not make sense. We want to hear from users who are having these problems so that a) we can fix them and b) we can compensate you where appropriate.

In addition we are not denying that some users are having a problem. It is on our system status page (and has been for a while), I have posted in here several times awknoledging the issue. We are working to fix it. Bandwidth has been ordered, I am just loathe to give an ETA after we missed the last ETA by a few hours and got taken to task over it.


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Uber Geek
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  Reply # 142138 2-Jul-2008 09:44
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Duncan,

I didn't suggest blanket compensation. I said OFFER compensation to those people who have been affected, and the criteria for having been affected is screenshots from an approved Bandwidth test. The problem I guess with this is, that not everyone knows how to or will have already before the solution comes into play, got those screen shots which makes them ineligible even though they have a valid case. I have been affected on and off for 2 months (Since the last school holidays) and the problem is intermittent (mostly slow and sometimes fast) and the rigmarole of what you need to do to get considered for senior technical support is so tiresome I have been too busy to bother AGAIN (This is my 5th long slow patch with Orcon).

How about instead of working off an hourly ETA, you give us a date range of 4-5 days when you are expecting the bandwidth increase, this way a few hours late won't matter.

Secondly, how about you let us know, that since you are the wrong person to approach, who we contact, and then make that person aware there might be a number of people all with the same case. This will expedite the whole thing.

Could you also let me know who I can get answers from in terms of the questions I specifically asked about broadband resources via ADSL2+ since emailing your senior staff didn't even get me a courtesy response. If I don't get a response, then unfortunately I too will be gone to Vodafone, who are aggressively marketing right now, and who will answer questions. I'd prefer to stick with an existing supplier, because its less work, but they are slightly cheaper and will respond to tech support and sales questions. Its only $150 a month you'd potentially be losing, but well hey, money is money right?

Again, thanks for your participation, most of us appreciate your presence.

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  Reply # 142139 2-Jul-2008 09:49
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BTWis there a way so I can get notified if the thread changes, ONCE, rather than every single post, I awoke this AM to 20 notifications, 1 for each post. Most boards send you ONE, stating other posts might have been added but until you visit the board you won't get any additional notifications.

165 posts

Master Geek
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  Reply # 142143 2-Jul-2008 09:58
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I've also been having the international speed issues for the last few weeks on Orcon, I'm kind of used to it now!

But, any other Orcon users having problems with DNS?
Yesterday I couldn't get to nz websites including stuff, geekzone etc. but I could get to international ones.  And today I cannot get to bbc.co.uk, but I can get to all nz websites!

Is this just me?  Or Orcon?
Anyone else having issues like these?

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Uber Geek
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  Reply # 142144 2-Jul-2008 10:01
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No. No DNS Issues here, however I usually use 1 orcon and 1 xtra dns server as alternative. This means if 1 ISP is having troubles, I'll still be ok.

398 posts

Ultimate Geek
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  Reply # 142147 2-Jul-2008 10:18
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 If I don't get a response, then unfortunately I too will be gone to Vodafone, who are aggressively marketing right now, and who will answer questions. I'd prefer to stick with an existing supplier, because its less work, but they are slightly cheaper and will respond to tech support and sales questions. Its only $150 a month you'd potentially be losing, but well hey, money is money right?

Again, thanks for your participation, most of us appreciate your presence.


If you do go with Vodafone - I'd love to know your experience through the process - as they are also an alternative for us.  Going back to Telecom to go with Xnet, defeats my purpose of not doing business with Telecom.  Although Xnet does get really good positive feedback.

I have only seen issues with regard to Vodafone transition process not been smooth - have not heard anything regards to International Latecny issues. 

I'd rather go with another big network, plus our mobiles are with Vodafone - so it seems logical to go with one provider.

Hubby and I are not going to put up with this for much longer.  Since 13th May - our experience has been awful.  I keep all my screenshots with my WoW latecny, tried the Dynalink modem and am now using my xtra Dlink modem which always worked well with Xtra.

We cannot play evenings and weekends - which is when we need broadband.  The Speedtest results are not accurate as our connection must fluctuate dramatically - but the true account is in the WOW screenshots.  I am going to mail them off to Orcon this afternoon - as proof. 

I wouldn't be ranting here or to Orcon if I was able to play my blimmin game.

And hope to see my compensation backdated to 13th May - which I have complained from day one.




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





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  Reply # 142150 2-Jul-2008 10:24
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Well to be honest it's up to Duncan to let me know who I can get a timely response from at Orcon re my questions, which should be simple to answer. If I don't hear anything by Friday 5pm, I'll have no choice, since the deadline for the special I was offered at V will expire. I've tried emailing various people at Orcon incl Thomas Salmen but had no response at all.

482 posts

Ultimate Geek
+1 received by user: 7


  Reply # 142170 2-Jul-2008 11:20

networkn: BTWis there a way so I can get notified if the thread changes, ONCE, rather than every single post, I awoke this AM to 20 notifications, 1 for each post. Most boards send you ONE, stating other posts might have been added but until you visit the board you won't get any additional notifications.

Yes this has been annoying me from day one, but as far as I can see there is no way to change it :(
It's just the way this forum is i guess :(

But if anyone does know how to change it, please let us know.



I have also been having these speed issues from way back in May (as seen in the first few pages of this topic), and those speeds where like that for about 4 weeks, so it would be nice to get compensated for that, can't wait to hear who we have to contact.

150 posts

Master Geek
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  Reply # 142174 2-Jul-2008 11:39
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Duncan wasn't kidding, Orcon supplied me with compensation, I am now satisfied and eagerly await the new bandwidth upgrade.

I have submitted a request to end the online petition.

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  Reply # 142176 2-Jul-2008 11:41
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pyronical, can you let us all know the procedure, who you spoke to, and what they required from you in order to apply for the credit. Also how much credit did they give you?

150 posts

Master Geek
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  Reply # 142180 2-Jul-2008 11:47
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networkn: pyronical, can you let us all know the procedure, who you spoke to, and what they required from you in order to apply for the credit. Also how much credit did they give you?


The correct procedure is to ring their technical support and inform them that you are experiencing slow international bandwidth and mention Duncan's post on here.  At best you'll receive $20 compensation I believe, although to be honest it was more the principle of the matter to me than the actual money.  In the greater scheme of things, $20 is better than nothing and considering how many people read this forum, Orcon are going to suffer a fair hit from this.

I'm assuming their new bandwidth will correct the issue once and for all, if not myself and I'm sure many of you will seek further compensation.

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