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Topic # 228557 11-Jan-2018 13:04
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I joined Orcon so long ago I cannot remember specifically when but it would be at least 10 years ago and well before Seeby Woodhouse sold it.  Some years ago I moved to the 'Genius' package of the day with the bobcat router replaced about 6 months ago with the Netcom one.  Service has been very reliable and competitively priced though Orcon as a corporate entity has lost its entrepreneurial flair in favour of the corporate structure of its various owners subsequent to Seeby.  This is illustrated by the experience I have had in recent days.

 

Earlier this week I was researching mobile phone plans.  I am a very light user in terms of call minutes and data and my current provider is 2Degrees.  In the past I have used pre-paid plans but found I prefered the accountability of post-paid where I get a monthly bill with details on usage.

 

So, Orcon's post-paid plans are cheaper and more suited to my needs compared to the cheapest 2D plan.  I phone the 0800 number, expecting that my new mobile plan will be added to my account and current (non-contract) plan, a sim card sent to me and I could then port my existing number to it.  

 

Far from simple.  My existing Broadband package is no longer current and has to be upgraded to a 'current plan' in order to have a mobile calling plan added to it.  The new internet plan requires a 12 month contract!!  The mobile plan has no contract period.  I can understand this if I was not known to Orcon - a new customer - but I have been a customer for over 10 years.  The router needs to be replaced (I get to pay for the courier) - despite the fact that the current one is less than 6 months old.  So that was Tuesday dealt with.  Yesterday I get confirmation from Orcon that the new plan will give me exactly what the old plan does.  Router replacement (even though it is the same Netcom NF4V that I already have) is necessary as this is standard practice and will take 3-5 working days.  I will be sent a text when I can swap the routers.  I got that text yesterday, but dont have a text or email confirming the router has been dispatched.  I also got a text yesterday saying that my 'new broadband' would go live some time yesterday.  As my internet connection is still working now, either nothing happened or the old router was not affected if it did.

 

I have had a call from Orcon confirming that the new internet service will have the same features at a slightlightly reduced cost to the old.

 

All I wanted to do was set up an Orcon mobile plan.  There has to be a simpler way.

 

If Orcon carries out major upgrades to either their billing/accounting systems or their network service provision, existing customers should be invited to upgrade at that time with an an upgrade path specifically for existing customers, rather than find out much later that an upgrade is needed as part of service changes.  I resent being on an 'old' service in ignorance that my plan is no longer a current plan - I would much prefer to remain current at all times or at least have the choice of doing so.

 

Edited to fix typos.


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  Reply # 1936210 11-Jan-2018 13:19
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Our neighbour signed up to Orcon and the IP they were allocated is from a Slingshot range.

 

What's the bet Vocus is moving all their customers onto the same infrastructure and the only difference between Orcon/Slingshot/etc ends up being the logo & price?


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  Reply # 1936215 11-Jan-2018 13:25
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deadlyllama:

 

Our neighbour signed up to Orcon and the IP they were allocated is from a Slingshot range.

 

What's the bet Vocus is moving all their customers onto the same infrastructure and the only difference between Orcon/Slingshot/etc ends up being the logo & price?

 

 

This is what I am thinking, there was a fibre outage the other week in auckland.  Both Orcon and slingshot customers were hit (no other ISP however). This would suggest that both sets of customers are on the same equipment.  Also both "companies" now offer the same products (mobile and power).

 

 

 

 


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  Reply # 1936238 11-Jan-2018 13:50
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That '12 month' contract BS is a real pain - And you had been a customer for years before anyway.

 

Insisting on those contract periods is rather like "Well - we don't guarantee you will be all that happy with us - so we want to make sure its as difficult as possible to get away from us when we start to annoy you".

 

Better model is to have no contract period but perhaps charge for the connection (if its new) and charge for the 'free' router - and just provide good service.

 

At work we use Callplus - and they have been pretty good - but any time you do anuything with them they want to truss you up on longer term agreements. Doesnt an existing relationship count for anything.

 

 





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  Reply # 1936241 11-Jan-2018 13:56
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tripp:

 

deadlyllama:

 

Our neighbour signed up to Orcon and the IP they were allocated is from a Slingshot range.

 

What's the bet Vocus is moving all their customers onto the same infrastructure and the only difference between Orcon/Slingshot/etc ends up being the logo & price?

 

 

This is what I am thinking, there was a fibre outage the other week in auckland.  Both Orcon and slingshot customers were hit (no other ISP however). This would suggest that both sets of customers are on the same equipment.  Also both "companies" now offer the same products (mobile and power).

 

 

 

 

 

 

 

 

This has been the norm ever since I have known CallPlus owned Orcon. Same with VF and Ihug addresses and Spark coming up as Xtra, Telecom, Gen-I. 





 


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  Reply # 1936243 11-Jan-2018 13:56
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robjg63:

 

That '12 month' contract BS is a real pain - And you had been a customer for years before anyway.

 

Insisting on those contract periods is rather like "Well - we don't guarantee you will be all that happy with us - so we want to make sure its as difficult as possible to get away from us when we start to annoy you".

 

Better model is to have no contract period but perhaps charge for the connection (if its new) and charge for the 'free' router - and just provide good service.

 

At work we use Callplus - and they have been pretty good - but any time you do anuything with them they want to truss you up on longer term agreements. Doesnt an existing relationship count for anything.

 

 

Callplus was bought by the M2 group in 2015. The M2 Group became Vocus in 2016.

 

Vocus own Slingshot and Orcon.

 

 


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  Reply # 1936244 11-Jan-2018 13:58
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Orcon are horrible for wanting a contract for anything. I can understand the need for a contract to guarantee cost recovery (eg free connection and/or modem) but I think insisting on a long term customer to sign a new contract to go to a current plan is totally repressive. They've been like this for a while and I wouldn't go back to them because of their policy on this stuff.


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  Reply # 1936251 11-Jan-2018 14:08
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Having recently had to deal with poor service from a moving company and a telco...

 

It's not worth it.  Orcon are not a price or service leader.  Take your business elsewhere, and tell them why.

 

If they're difficult about this imagine how difficult they could be about other things in the future.


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  Reply # 1936253 11-Jan-2018 14:25
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I would recommend moving to Seeby’s new ISP - well, in 12 months when your contract runs out with Orcon. Voyager don’t do mobile though sorry.
Hopefully he doesn’t sell this one to another corporation...

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  Reply # 1936254 11-Jan-2018 14:28
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On the flip side, I'm an Orcon customer, have been for a number of years.

 

I've just recently made a service adjustment, and I REQUESTED a new 12-month contract as part of this - and why not?  It'll have saved me $120 over the next 12 months...  (There is a $10 discount on monthly broadband for a "new" 12 month contract; as I was out of contract, I asked for the discount, and cheerfully signed).

 

All ISPs are similar - sometimes your interactions are good, sometimes they're bad.  Mine with Orcon have been a little mixed; but overall are positive.  I'm happy with the internet link I get at the end of the day, and happy with the price too.


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  Reply # 1936262 11-Jan-2018 14:37
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Same experience with my parents connection - I wanted to switch over to an Orcon mobile plan.

 

Always thought it was a little strange that my parents account was the 'old' web dashboard, while my account dashboard was more modern-looking. Sounds like it was due to the old vs new accounting system.

 

Emailed Orcon support and they called back, explained that the new system would require a 12-month contract signed and new modem (along with $15 courier fee). They waived the courier fee and provided me with a new account number to be referenced going forward. New VDSL plan ended up being cheaper than the older plan anyway.

 

New modem was delivered - old one (same white NetComm) still worked, however landline phone line stopped working.
Once the new modem was plugged in, everything was up and running again.

 

Happy with their service over the past 5-6 years; sometimes annoying contacting support, however their NZ call centre was quick to answer any queries and help out with website login issues.


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  Reply # 1936274 11-Jan-2018 15:04
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robjg63:

 

That '12 month' contract BS is a real pain - And you had been a customer for years before anyway.

 

Insisting on those contract periods is rather like "Well - we don't guarantee you will be all that happy with us - so we want to make sure its as difficult as possible to get away from us when we start to annoy you".

 

Better model is to have no contract period but perhaps charge for the connection (if its new) and charge for the 'free' router - and just provide good service.

 

At work we use Callplus - and they have been pretty good - but any time you do anuything with them they want to truss you up on longer term agreements. Doesnt an existing relationship count for anything.

 

 

It's a pity we can't get the ComCom to outlaw contract terms for phone/internet/power





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  Reply # 1937288 11-Jan-2018 16:11
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Lias:

 

It's a pity we can't get the ComCom to outlaw contract terms for phone/internet/power

 

 

There are plenty of no-contract options available. For example, Voyager offer no set up fees, no contract, and an option to bring your own router, rent one for $10/m, or buy one outright.




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  Reply # 1937298 11-Jan-2018 16:35
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Quoban:

 

Same experience with my parents connection - I wanted to switch over to an Orcon mobile plan.

 

Always thought it was a little strange that my parents account was the 'old' web dashboard, while my account dashboard was more modern-looking. Sounds like it was due to the old vs new accounting system.

 

Emailed Orcon support and they called back, explained that the new system would require a 12-month contract signed and new modem (along with $15 courier fee). They waived the courier fee and provided me with a new account number to be referenced going forward. New VDSL plan ended up being cheaper than the older plan anyway.

 

New modem was delivered - old one (same white NetComm) still worked, however landline phone line stopped working.
Once the new modem was plugged in, everything was up and running again.

 

Happy with their service over the past 5-6 years; sometimes annoying contacting support, however their NZ call centre was quick to answer any queries and help out with website login issues.

 

 

Sounds like exactly the experience I am going through.  I am at the point where the old router is still in use, the new router is yet to arrive and my landline is not working.  Not a big issue but I wish I had been told my plan was out of date long ago.


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  Reply # 1937352 11-Jan-2018 20:23
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stinger:

 

Lias:

 

It's a pity we can't get the ComCom to outlaw contract terms for phone/internet/power

 

 

There are plenty of no-contract options available. For example, Voyager offer no set up fees, no contract, and an option to bring your own router, rent one for $10/m, or buy one outright.

 

 

There's a big difference between a handful of cool but smaller ISP's offering no contracts, and say the 3-4 major players that have 80+% of the market doing it.. Contracts exist only for the benefit of the Telco's not consumers, and thus IMHO they should be stamped out. Consumers should always have the freedom to move ISP's if they don't like something about their current ones, without paying horrendous exit fees.





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  Reply # 1937354 11-Jan-2018 20:28
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deadlyllama:

 

Our neighbour signed up to Orcon and the IP they were allocated is from a Slingshot range.

 

What's the bet Vocus is moving all their customers onto the same infrastructure and the only difference between Orcon/Slingshot/etc ends up being the logo & price?

 

 

 

 

Someone who knows better will be able to say for sure....

 

But I am quite certain that its mostly just IP space that they are sharing around with all the brands in Vocus. We are a 2talk reseller (who Vocus own), and we have a handful of ranges of which some show as 'Slingshot' some 'Callplus' etc. Not sure there is much to read in to there. 2talk certainly operate their own network.


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