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7 posts

Wannabe Geek


Topic # 30225 2-Feb-2009 11:18
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I'm really disappointed with Orcon customer service.
I can't believe they can't even fix the internet for the last 6 days.

Anyone recommend to switch to a different provider?



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  Reply # 193365 2-Feb-2009 11:20
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Can you please go into detail about your problem.


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  Reply # 193412 2-Feb-2009 14:24
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Without the details of the situation it's hard to say but... it's highly likely you have unrealistic expectations, take a breath and calm down.

How it works:  You contact your ISP, they do some troubleshooting, testing and diagnostics.  Then they contact Telecom Wholesale or Chorus, then they do some tests and diagnosis.  If you're on the Orcon+ they probably have to go check your connection to their equipment in the exchange before they get in touch with Chorus who then need to send out a tech to investigate. 

There are multiple points of failure, your home jacks, your home wiring, your phone line to the exchange or cabinet, ports and the exchange or cabinet, backhaul, isp handover etc etc.

So a complex fault might take several working days (not including sat/sun) to resolve.

If this is a residential connection there's no SLA or gauranteed uptime so you just have to deal with it.  If it's a business connection and your business depends on the internet you're foolish for not having some kind of backup link.

Don't take this the wrong way I'm just telling you how it is.



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Wannabe Geek


  Reply # 193543 2-Feb-2009 22:49
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Thank you guys for the reply.
Here is the story and incident


1) 26th Jan midnight internet went down
2) 27th Jan I called helpdesk, they did all the troubleshooting nothing help..I know more then what the staff knew.. rebooting, factory reset, new modeum/router,filter change .. everything is done.3) in my Linksys router internet status is red..4) Called at least 10 times.. every time I called them they just tell me support team will look. Last update they have change port
Even Orcon doesn't know what's the problem.. so looks like i got to say good bye to Orcon.

Regards

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  Reply # 193566 2-Feb-2009 23:45
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It's probably a fault with your actual physical phone wiring or wiring in your house if they did a port reset and it's still broken.

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  Reply # 193579 3-Feb-2009 01:49
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We had a similar fault but Orcon had a Chorus tech fix a wiring fault within 24 hours.  6 days is far too long.




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  Reply # 193590 3-Feb-2009 06:30
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A friend of mine had the same problem with Orcon but he had no ADSL Internet for a month or more. Nothing got done as they also didn't know what the problem was...he is now with Telecom getting ADSL2 with no problems. He certainly had more restraint than I.Tongue out


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Wannabe Geek


  Reply # 193657 3-Feb-2009 12:04
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You're not the only one. I'm with Orcon and am currently in my fifth day without phone or broadband.

As Ragnor said, it's probably a wiring fault in our homes, but that's what we pay Orcon Wiring and Maintenance for.

I've given up battling the helpdesk and am switching to Snap.

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  Reply # 194027 4-Feb-2009 15:31
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Hi guys,

As a couple of the guys have pointed out Internet and telephone faults can be tricky to tackle, however I do agree that 6 days is a completely unnaceptable time to wait for a response.

If you still feel like you aren't making any progress please feel free to drop me a message and I will be happy to follow up internally.

My aplogies on behalf of Orcon for the delay in getting your problem fixed, I can assure you that this is not the usual experience.

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Wannabe Geek


Reply # 196655 19-Feb-2009 09:26
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Hi,

I've been a customer of Orcon for the last 5 years, and have never had problems.

I have stayed with them because of good customer service and good connection speeds / latency.

Its funny when I upgraded from ADSL to ADSL2+ my latency increased dramatically and connection speeds were very poor during peak times.

I think the biggest mistake Orcon made was to offer the new service at the same cost as their standard plans.

I've always stayed with them because even though they were slightly more costly, I didn’t mind paying more for a problem free service.


In regards to the topic:

As a result, Orcon now has more customers than what they can handle and it's clear their bandwidth capacity is inadequate.

This has created a ripple effect where more disgruntled customers are winging and new customers are suffering because it’s taking longer for things to get done.

 

I’ve been waiting for my internet to get connected for 3 weeks now and it still isn’t on.  Independent testing was done and I conclude the fault resides between the exchange and the box outside my house.

 

I understand Telecom has to send one of their technicians out to find the fault when they own the equipment, and in my opinion I think they do slack a bit when they work on their competitors customers.

 

I think the moral of the story is that there’s going to be hiccups with whatever ISP you use, but what separates Orcon from the rest is that they’re owned and operated by NZers.  Correct me if I’m mistaken.

 

Orcon have always set the example as being the best in New Zealand and I still think they are.


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  Reply # 196661 19-Feb-2009 09:51
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Hi,

I've been a customer of Orcon for the last 5 years, and have never had problems.

I have stayed with them because of good customer service and good connection speeds / latency.

Its funny when I upgraded from ADSL to ADSL2+ my latency increased dramatically and connection speeds were very poor during peak times.

I think the biggest mistake Orcon made was to offer the new service at the same cost as their standard plans.

I've always stayed with them because even though they were slightly more costly, I didn’t mind paying more for a problem free service.



Never had a problem while I was a Telecom Wholesale customer with Orcon.  All of the problems (and there have been many) started when I was unbundled.

I think the phrase "running before you can walk" comes to mind.  Maybe they should have spent more time sorting out all of the problems before rolling out the service to the whole of Auckland and multiplying the number of problems they've had to deal with?  And maybe someone should have realised that if you base your marketing on being the fastest ISP, then you'll get lots of customers who will actually want to use all of that bandwidth?

I've found Orcon very good to deal with and have no complaints with their customer service.  But their international bandwidth and latency is rapidly getting worse again.




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  Reply # 196663 19-Feb-2009 10:09
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lonelyavenger: You're not the only one. I'm with Orcon and am currently in my fifth day without phone or broadband.

As Ragnor said, it's probably a wiring fault in our homes, but that's what we pay Orcon Wiring and Maintenance for.

I've given up battling the helpdesk and am switching to Snap.


If it is a fault with your house wiring them switching isn't going to solve anything. It's just going to mean you'll be even further frustrated when you move to a new ISP and things still don't work.

People do need to be aware that if you're not paying wiring/line maintenance to anybody that issues affecting yoour internal wiring are your issue and have nothing to do with your ISP or telco.

I'd take a stab and say that probably 75% of people's ADSL issues (I'l talking about slow sync speeds, disconnectes etc - not known ISP speed issues) are a result of poor internal wiring.
 
Because anybody is allowed to alter their home phone wiring we have a country full of DIY jobs that don't cause any issues for phone use but cause significant issues for ADSL. I went to a friend's place last night and look at his slow sync speeds, looking at the wiring shows 3 sets of scotchlok connectors and then 2 jackpoints before the modem. It's no wonder things aren't working well..



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Wannabe Geek


  Reply # 197694 24-Feb-2009 10:43
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sbiddle ,

As it turned out, a (presumably Chorus) technician had unlugged the line and then later plugged in the wrong line at the street level. It's a shame Orcon decided I had to spend nearly a week without phone and internet and make numerous calls to the helpdesk before they felt obliged to do anything about it.

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