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  Reply # 148863 17-Jul-2008 14:24
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Update. Today, Thursday, despite having had still no word from support, execs, or technical, I called again. Today for the first time they have done a LINE TEST, amazingly they found its FAULTY (Who'd have Thunk!) (I told them that Saturday PM) and have logged a call with an onsite service agent. Amazingly those people 3.5 hours later still have not comitted a time to fix my line , and after 4 days they STILL haven't had a response from Development. Its amazing to think that its ok with Orcon, that thier hardware vendor wouldn't respond to a ticket of this type in 4 DAYS!

I mean Christ!, the dsl lights been up and down for 4+ days now, even first level support at xtra would have called a service engineer on day 1! I am wondering who I should call tonight at home to whine about this BS. I wonder if Scott Bartlett, knows how his staff handle long term long suffering clients loyalty!

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  Reply # 148884 17-Jul-2008 15:31
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I have had red latecny all day with WOW.

I don't normally get latency issues during the day, so Orcon must be fiddling around with something.  I sure as hell aren't.

I sent an email to management again - cc'd about 5 executives...will I hear from them...not likely - but it is better than sitting back and doing nothing.

I also emailed fair go today - so at least, again...I am doing something.

Next move is to change ISP...still confused one hand is Xnet...other hand is Vodafone...(from what I've read..both have their ups and downs) but they don't have lantecy/bandwidth issues as big as Orcon.

Sit back...waits..




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





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  Reply # 148887 17-Jul-2008 15:37
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Kiwi, What email address for FairGo did you use? I will be writing shortly, if my issue isn't resolved, and the management at Orcon keep refusing to take my calls or return them either.

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  Reply # 148889 17-Jul-2008 15:54
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kiwipearls: I have had red latecny all day with WOW.

I don't normally get latency issues during the day, so Orcon must be fiddling around with something.  I sure as hell aren't.

I sent an email to management again - cc'd about 5 executives...will I hear from them...not likely - but it is better than sitting back and doing nothing.

I also emailed fair go today - so at least, again...I am doing something.

Next move is to change ISP...still confused one hand is Xnet...other hand is Vodafone...(from what I've read..both have their ups and downs) but they don't have lantecy/bandwidth issues as big as Orcon.

Sit back...waits..


Do they advertise what latency you will get? Have you got it written down on paper signed?

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  Reply # 148893 17-Jul-2008 15:58
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networkn: Kiwi, What email address for FairGo did you use? I will be writing shortly, if my issue isn't resolved, and the management at Orcon keep refusing to take my calls or return them either.

You can contact them here.




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  Reply # 148899 17-Jul-2008 16:07
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networkn: Kiwi, What email address for FairGo did you use? I will be writing shortly, if my issue isn't resolved, and the management at Orcon keep refusing to take my calls or return them either.


I emailed direct fairgo@tvnz.co.nz




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  Reply # 148904 17-Jul-2008 16:12
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Speaking of fair go and email just came through from them.

Dear Fair Go Viewer

We at Fair Go receive a large volume of complaints about telecommunications companies (principally Telecom and Vodafone because they are the largest providers), and it is most unlikely we will be able to take up your story on the programme.

 

What a shame.  I guess with more complaints from you guys - they might consider it.  So please email them.

They recommend the Telecommunications Resolution  service - so I will cut n paste over my complaint to them also.

 





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  Reply # 148907 17-Jul-2008 16:16
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kiwipearls: Speaking of fair go and email just came through from them.

Dear Fair Go Viewer

We at Fair Go receive a large volume of complaints about telecommunications companies (principally Telecom and Vodafone because they are the largest providers), and it is most unlikely we will be able to take up your story on the programme.

 

What a shame.  I guess with more complaints from you guys - they might consider it.  So please email them.

They recommend the Telecommunications Resolution  service - so I will cut n paste over my complaint to them also.

 


Telecommunication Dispute Resolution has processes for people to check up before a complaint can be held. Make sure of this, and document any relevant information.

Good luck!




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  Reply # 149112 18-Jul-2008 10:48
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Update with my issues:

Friday AM and things are starting to happen like they should have a week ago. Duncan replied back to me (he had been sick and I had what he had so I understand how sick he was) and so I now don't feel quite as jumpy. He has said he has taken a look and things are on track, hopefully for today but more likely for Monday. One of the other managers has said a vodem will come to me today if they can't get my line operational, which isn't really ideal, but is better than nothing, and that they will credit my account for my base plan $120 this month by way of apology. This is a much improved way of handling things than the days of old with Orcon where they used to say "this is not a guaranteed service" and leave you hanging.

Hopefully an internal investigation will be held as to why this wasn't properly esculated and troubleshooting steps were not undertaken properly in the first place, to stop this from happening to someone else.

Its amazing what a little communication can do for you! I feel quite considerably more calm now.

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  Reply # 149121 18-Jul-2008 11:34
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networkn:
 Duncan replied back to me (he had been sick and I had what he had so I understand how sick he was)


Yes, apologies, this is why I have not been more active here this week. I am still feeling less than 100%, but will make sure I am back to answer any questions next week.

I have still been reading everything here, just haven't had the mental capactiy to write a coherant response.

Sorry to all those who are waiting for answers from me.

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  Reply # 149192 18-Jul-2008 15:59
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Hi Guys,

I have been getting frequent disconnects as well. Since the start of July it has roughly been disconnecting 15 times a day. Mainly in the busy period from 6pm to about 9pm. Nothing has changed at my house at all. Previously it would stay connect for days without dropping.Orcon got back to me and said they wil have to put interleaving on first to see if this fixes the problem. Braden was very helpful but i get the feeling that after Reading these forums it looks like its not my line at all!!!!!!!

My Question is, will putting interleaving on stop my disconnects when it has been fine for the past 6 months with very little disconnects at all???

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  Reply # 149257 18-Jul-2008 19:42
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From here it looks like they've changed something. My sync rate has dropped to 12Mb from 20Mb and upload to 500k from 1.1 Mbit. Time to log another fault call. It would be nice if I could go a month without having to call the helpdesk :(

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  Reply # 149355 18-Jul-2008 23:25
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well thankfully my internet is back up and running, though not permanently fixed based on the ups and down's I've had for short periods of time. If I can just get through the weekend with Internet then I suspect it will be fixed properly on Monday.

app

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Reply # 150045 21-Jul-2008 22:27
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Around 1.5 weeks ago I got this email from Orcon.



We've got something special for you...

Hi "****",

We're about to launch a very exciting new service in your neighbourhood and we want to send you a special delivery - the only thing is that we need to confirm your physical address.

Our records show that your address is:

 *************
Mount *******
Auckland ****

 

We're not 100% sure that these details are correct so if you do confirm they are correct, or update them before 14th July 2008 we'll put you in to the draw to win one of 20 Microsoft VX-1000 Lifecams.

 Click here to confirm the above address is your physical address
Click here to update your address

Thanks for helping us out,

The Orcon Team

 

 

AND today I got this:

 

 

Important Information about Your Orcon Services

Dear "*****",

Putting our prices up is something we try really hard to avoid. But sometimes it's beyond our control.

So unfortunately we've been forced to increase our national landline calling rate from 15c to 19c per minute. If you have an unlimited number of national calls as part of your plan don't worry, that's not changing - this rate will only be applied if a call exceeds an hour.

In addition, the Broadband discount you get for having your tolls with us will remain, but will now be $5 instead of $10. This will effectively mean that your broadband plan is $5 more expensive per month.

These changes are going to take effect from the 23rd of August.

There is some good news though. We've managed to keep the capped calling rate exactly the same. So if you don't have unlimited national calling you'll still pay no more than $2.95 for calls of up to an hour in duration to NZ landlines.

If you feel like you have received this email in error it may be because you have changed plans in the last week. If you have not changed plans but still think you may have received this incorrectly please contact us on 0800 13 14 15.

Kind regards

The team at Orcon

 

 

AND my speedtest today:




I'm with Orcon since 2004, I think now is the time for me to switch.

I guess they just want to confirm my address so they can look me up if I don't paid the new bill.

This is becoming a very bad joke .


Yell

 


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  Reply # 150089 22-Jul-2008 08:13
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Yes I got the same email.

Raising our prices for substandard service.

They have still yet to contact me 1/ about my support ticket and 2/ management in regards to my complaints.

I have lost faith completely and am changing ISPS.




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





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