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  Reply # 142181 2-Jul-2008 11:51
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pyronical, did they want screenshots of your speeds, or any evidence of previous technical calls?

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Master Geek
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  Reply # 142184 2-Jul-2008 11:55
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networkn: pyronical, did they want screenshots of your speeds, or any evidence of previous technical calls?


I offered to supply them, and I had supplied them in previous logged emails.  So that may have contributed, I am unsure. 

 
 
 
 


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  Reply # 142211 2-Jul-2008 13:39
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pyronical:
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.


Is that per bill?  I want compensation per billing cycle - not a one off compensation as hush money.




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





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  Reply # 142222 2-Jul-2008 13:58
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kiwipearls:
Is that per bill?  I want compensation per billing cycle - not a one off compensation as hush money.


One off. Per billing cycle would be nice, but good luck with that.

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  Reply # 142232 2-Jul-2008 14:33
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pyronical:
kiwipearls:
Is that per bill?  I want compensation per billing cycle - not a one off compensation as hush money.


One off. Per billing cycle would be nice, but good luck with that.


In my opinion, that is not good enough and not good business practice.




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





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  Reply # 142255 2-Jul-2008 15:34
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pyronical: ...Orcon are going to suffer a fair hit from this.


No offence pyronical, but that's rubbish!

Take the following as a very rough guide. From the figures I've seen, people are paying between $50 and $150 for their Orcon broadband. Orcon appear to be offering $20 in total compensation for two months of heartache. Let's assume that each post in this thread was from an irate customer. We are now on page 35 of this thread, and there are 15 posts per page. That would give a total of 525. Giving $20 to each would cost Orcon the grand sum of $10,500. That's not exactly big money in 'company' terms.
But then there isn't 525 irate customers, so they wouldn't have to for out $10,500. I'm not going through 35 pages to count the numbers of unique posters, but I doubt if it would pass 100. If that was the case, that would cost Orcon $2,000. That's probably less than someone's take home pay there. However, for the same 100 people, how much has Orcon taken in the last two months. Taking the price scales above, that would range from $10,000 to $30,000.

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  Reply # 142257 2-Jul-2008 15:40
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photoman:
pyronical: ...Orcon are going to suffer a fair hit from this.


No offence pyronical, but that's rubbish!

Take the following as a very rough guide. From the figures I've seen, people are paying between $50 and $150 for their Orcon broadband. Orcon appear to be offering $20 in total compensation for two months of heartache. Let's assume that each post in this thread was from an irate customer. We are now on page 35 of this thread, and there are 15 posts per page. That would give a total of 525. Giving $20 to each would cost Orcon the grand sum of $10,500. That's not exactly big money in 'company' terms.
But then there isn't 525 irate customers, so they wouldn't have to for out $10,500. I'm not going through 35 pages to count the numbers of unique posters, but I doubt if it would pass 100. If that was the case, that would cost Orcon $2,000. That's probably less than someone's take home pay there. However, for the same 100 people, how much has Orcon taken in the last two months. Taking the price scales above, that would range from $10,000 to $30,000.


When asked what I would consider a fair price, I suggested $60, no higher than $100 for the month.

The telephone was working, ok $45, the internet, going at around dial up speeds - $25, making it around $70. I've settled for $110, but ineffect, I've been over charged by $40 for a service I never received (that service being broadband). I've paid broadband prices and received dial up speeds, there fore, I should only pay for what I actually received.

To bad Orcon bigwigs can't seem to put 2 and 2 together - then again, when you're earning more money than a bull can fudge, I guess 'out of touch with reality' settles in.

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  Reply # 142270 2-Jul-2008 16:03
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photoman:
pyronical: ...Orcon are going to suffer a fair hit from this.


No offence pyronical, but that's rubbish!

Take the following as a very rough guide. From the figures I've seen, people are paying between $50 and $150 for their Orcon broadband. Orcon appear to be offering $20 in total compensation for two months of heartache. Let's assume that each post in this thread was from an irate customer. We are now on page 35 of this thread, and there are 15 posts per page. That would give a total of 525. Giving $20 to each would cost Orcon the grand sum of $10,500. That's not exactly big money in 'company' terms.
But then there isn't 525 irate customers, so they wouldn't have to for out $10,500. I'm not going through 35 pages to count the numbers of unique posters, but I doubt if it would pass 100. If that was the case, that would cost Orcon $2,000. That's probably less than someone's take home pay there. However, for the same 100 people, how much has Orcon taken in the last two months. Taking the price scales above, that would range from $10,000 to $30,000.


You took this the wrong way.  When I said they will suffer a hit, I did not mean the monetary value would throw Orcon into receivership.  I meant it will show up on their books, and some explaining will have to be done to their Kordia overlords etc.  With a bit of luck heads will roll and Orcon will learn its lesson and we won't see this sort of incompetence again  (I'm sure their forecaster(s) have already been abused).

As I said before, for me it was the principle of the matter, I am satisfied, you may not be, fair enough.

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  Reply # 142303 2-Jul-2008 18:20
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Just to clarify guys - the correct process for requesting a credit (or indeed for any formal support) is to go through the support channel, either by email (support@orcon.net.nz) or by phone 0800 13 14 15.

The agent will ask you to demonstrate the claims that you are making - however if you have been sending us emails over the past month with speedtests and other evidence attached this should suffice.

As I said, if you have been affected to a reasonable level (i.e. not just for half an hour one night), then we are more than happy to consider appropriate compensation.

The bandwidth should be added to the network before the end of this week - note that this is currently an ESTIMATE only - we are doing everything we can to make this happen.

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  Reply # 142312 2-Jul-2008 18:40
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mattosaur4: Hi Duncan

Perhaps you can calrify for us if any priortising is done between customers on different plans? We seem to get told various stories depending on who you get on the Phone. I've been told Yes, No, ZeroShock is a pool of customers, Zeroshock is not a pool just 'managed' and some other info.

Is there and ranking going on between say customers on a Gold Plan vs Purple vs ZeroShock vs even Older grandfathered plan?

I also sent in a Written Complaint and got no reply in 5 days, nor 3 weeks so good luck to you kiwipearls.

Matt


Hi Matt,

Apologies for taking so long to get to your question (it is a good one)... I got a little distracted there.

Thomas is probably the best person to answer this question in detail, but I will give you my high level understanding.

Cusotmers on unbundled Orcon+ plans have a seperate bandwidth pool that is dimensioned differently to the way we dimension the bandwidth pool for customers on plans based on Telecom wholesale products, effectively there is more bandwidth provisioned per user for unbundled customers - this is for a couple of reasons:
1. These users are connecting at ADSL2+ speeds
2. We can control the entire network (contention ratios, backhaul etc) and so have much better control over how the bandwidth is delivered to end users, and ultimately the end user experience

Within the bandwidth pool allocated to customers on Telecom Wholesale there is a seperate segment for customers on ZeroShock. This is done to protect the rest of the customer base becuase there are no restrictions on this plan (it is a softcap) - if people on this plan were to start abusing this en mass they would not impact the rest of the customer base.

There is no differentiated prioritisation between customers on Gold vs Purple vs Platinum etc. Or between customers on new non-LLU plans versus those on grandfathered plans.

I hope that this answers your question.


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  Reply # 142341 2-Jul-2008 20:26
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WOW!

First night in a very long time that hubby and I have been able to play WOW past 7pm.

Latcny is under 200 for a change (touch wood)...

Either there is less people with Orcon now or Orcon finally has done something.

Hoepfully we get good service tomorrow night - we want a date in Uldaman for our friday night fun.

Photobucket

Hope I didn't speak too soon.  Always jink things...lol




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





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  Reply # 142370 2-Jul-2008 21:54
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My speed is back at over 600K for downloads tonight as well, yay for me!, now I am really torn, I was JUST about to press the button to move to Vodafone.

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Master Geek
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  Reply # 142637 3-Jul-2008 17:36
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Figures that Orcon would get it sorted as soon as I decide to move after having the issue for soo long Frown



Well done Orcon - here's hoping you can maintain that now Smile

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  Reply # 142671 3-Jul-2008 18:45
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6:44pm and it is laggy - still waiting for my mailbox to appear in WOW and people are doing the running man. CryCryCry




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





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Master Geek
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  Reply # 142746 3-Jul-2008 22:05
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also very laggy tonight for me aswell

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