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9 posts

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# 255971 9-Sep-2019 08:44
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I am on the unlimited gigabit plan with Orcon and the last few weeks my speeds are capping at 100/100. After 2 weeks of changing cables resetting modems and replacing a modem it was pointed to be an "issue" from Orcons side that they were providing these speeds. That was fixed then a few days later the speed issue comes back. I speak to support and they advise my usage is too high and that is the cause of the issue and I need to lower my usage to 1TB a month for my line to come back up. 

 

At this point, I am irate as it has taken 3 weeks for this answer. I am now wanting to cancel my contract ($250 cancel fee) which they will not waiver as I am "outside the boundaries" of their fair use policy. I disagree with this as unlimited is well.. unlimited and no communication was made advising I was using too much data.

 

Where to from here?

 

Has anyone else experienced this?


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  # 2313379 9-Sep-2019 08:46
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@sounddude

Sounds very odd 1TB or even using 2TB+ sounds reasonable on a unlimited connection

Edit: How much data are you using per month on average before the cap was put on?

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  # 2313381 9-Sep-2019 08:56
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Hi @bricho94,

 

 

 

Let me clear up the misunderstanding here - we definitely do not throttle our speeds, especially on our unlimited plans.

 

In terms of the agent advising to bring down your usage - that is definitely not something we support. They will need to be brought up to speed on our policies if this was what was said to you, feel free to send me your account details in a private message so I can make sure the right feedback is given.

 

I'll have our tier 2 technical lead look into your speeds issues at the same time so please let me know.

 

 

 

Cheers,


 
 
 
 


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  # 2313386 9-Sep-2019 09:01
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"outside the boundaries" of their fair use policy. I disagree with this as unlimited is well.

 

That would be an interesting one to take up with the commerce commission depending on the wording of the plan name.

 

 

 

But I think before grabbing a torch, get the circuit checked out first properly. Could just be either a provisioning issue at Chorus, or even provisioning at Vocus just not giving you the correct profile.


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  # 2313404 9-Sep-2019 09:10
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To reiterate what Matt said - we 100% don't have a usage limit and don't throttle. 

 

If the OP could provide us details we'll be able to troubleshoot, and check the notes on the account. Please provide these via DM or hit us up on social.





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  # 2313406 9-Sep-2019 09:14
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@bricho94 looks like the rep you spoke has not given you correct information

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  # 2313409 9-Sep-2019 09:20
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Lazy rep who just wanted to go home ;)

 

 

 

1TB is nothing these days. Can do that in a day quite happily.

 

 





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  # 2313412 9-Sep-2019 09:37
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*sigh*

 

As Matt said, unlimited is unlimited. Pull what you want, we don't care.

 

 


 
 
 
 


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  # 2313420 9-Sep-2019 09:47
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1TB is a heck of a lot of data, but not unheard of. Unlimited plans do likely have a fair use policy, though is sounds like Orcon don't enforce one - though they probably should to ensure fair resource usage.


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  # 2313422 9-Sep-2019 09:52
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To paraphrase a slogan from childhood "theres more to rice bubbles than what meets the ear" There is more to this than what has been told. I have never e experienced this an neither has four family members who use Orcon.




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Wannabe Geek


  # 2313426 9-Sep-2019 09:58
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Thank you @MatteGreen a DM has been sent to you. 

 

 

 

Seems to be a bit of misinformation as when it was previously fixed I was told it was UFF, then it was the ONT and then on the modem after a reset which was done many times beforehand.

 

Would be great to have an understanding of what is going wrong 


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  # 2313462 9-Sep-2019 11:06
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i can confirm that Orcon dont throttle speed or usage . i am on the Gig unlimited and do 2.5 TB a month for the past 7 months, nothing said.





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  # 2313541 9-Sep-2019 13:19
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Going back a few steps here, you definitely don't have a dodgy LAN cable or port somewhere that was only negotiating 100mbit not gigabit? Was is exactly 100/100 you were seeing or slightly less?




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  # 2313551 9-Sep-2019 13:35
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The only thing that could be dodgy is the ONT as ive tried multiple cables and 3 different routers to no avail. Speed tests normally come up around 95/96 


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  # 2313553 9-Sep-2019 13:40
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bricho94:

 

The only thing that could be dodgy is the ONT as ive tried multiple cables and 3 different routers to no avail. Speed tests normally come up around 95/96 

 

 

 

 

To me that sounds suspiciously like an Ethernet negotiation issue or a dodgy port. if you were being provisioned 100/100 you would almost certainly see just over 100, whereas with Ethernet there is overhead, so you won't quite see 100. 

 

 

 

Which ONT do you have? Does it's LAN light tell you if it's negotiating gigabit? - Edit - Actually I don't know if either of Chorus's ONTs will tell you this. The older ones have an orange LAN light when they are connected at Gigabit, but Chorus don't even mention a 100mbit connection and if there a different colour light, and I've never tried connected a 100mbit device to an ONT. 

 

Maybe someone here would be able to test that?


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  # 2313584 9-Sep-2019 14:22
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bricho94:

 

The only thing that could be dodgy is the ONT as ive tried multiple cables and 3 different routers to no avail. Speed tests normally come up around 95/96 

 

 

 

 

At that speed, it's Definitely a cable issue Or your device is negotiating 100mbit on the interface.

 

 

 

even on the 100mbit plan, the UFF ONT should still negotiate a gbit link.

 

In terms of basic troubleshooting, the Orcon rep should be able to use UFF tool to confirm the negotiation speed and resolve this one on a call...





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