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258 posts

Ultimate Geek
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Technical Solutions Aust

Topic # 42073 28-Sep-2009 18:55
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Wow is all I can say.


After being with Orcon for the last 7 years I have finally had enough.

Just spent 45 minutes on the phone transferring my homephone calling and broadband over to telecom.

Slow speeds, unuseable youtube, gaming latency and terrible customer service (I've probably submitted 10-15 detailed fault tickets and NEVER had someone call me about them.... useless)

After talking to an orcon CSR 2 months ago who said they were aware of the youtube problem back then, and that they had "no plans in place to fix it at this stage".... the CSR even suggested "on the quiet" to use a proxy server to get around this.... but "shhh don't tell my boss" . That is the most rediculous thing I have ever been presented with.

I have complained to the telecommunications dispute resolution service, and been offered compensation by orcon .... and yet the same problems re-occur. You'd think they would learn?

ADSL2+ ... with national speeds on a par or slightly below my ADSL1 speeds? no thanks.... and don't even get me started on my international speeds...... (hint.... 200Kb .... yawn)

My suggestion to Orcon: Get a better upstream provider, and make sure you have enough bandwidth.... and maybe re-educate your CSRs
------

My business calling and broadband will be following suit just as soon as I can confirm that telecom was the right ISP to go with.

Good riddance

I will report back in this thread as to how my experience pans out. I'm pretty sure it can't get any worse.

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z2k

279 posts

Ultimate Geek
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  Reply # 259104 28-Sep-2009 19:27
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Lol.. Did he tell you which proxy to use?

93 posts

Master Geek


  Reply # 259119 28-Sep-2009 20:14

Evilg, well done a guts full is a guts full and your have voted by moving, I am not an Orcon customer but I have had just about enough with Telecom Big time, who are you moving to.

xpd

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  Reply # 259122 28-Sep-2009 20:25
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Hes going to Telecom and taking your place :)

Orcon have had bit of a rough time the last few months in regards to CSRs etc but seem to have that sorted out again with an influx of new staff.
Performance wise, this week Ive noticed bit of a slow down in intl performance, but overall Im happy and not moving (again) in a hurry.

Everyone has their own opinions/experiences etc with every ISP out there.... there just isnt a "perfect" one...




XPD / Gavin / DemiseNZ

 

For Free Games, Geekiness and Reviews, visit :

 

Home Of The Overrated Raccoons

 

Battlenet : XPD#11535    Origin/Steam/Epic/Uplay : xpdnz




258 posts

Ultimate Geek
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Technical Solutions Aust

Reply # 259158 28-Sep-2009 21:55
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Yeh I am going to telecom, but not on a big time plan. Fingers crossed.

CSR didn't say what proxy.... maybe if he had, I may have stayed :)

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  Reply # 259175 28-Sep-2009 22:50
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It's funny a few years I swore I would never ever consider Telecom as a mobile phone provider or an ISP again, especially after that 'Bubble' fiasco and not having email for several days. Now it seems like they have lifted their game and people are complementing them again and I would consider moving back to them!

I have a Purple+ plan connected to the Takapuna exchange on Auckland's North Shore, and I have also experienced a general slow down this week. YouTube is virtually unwatchable, but has been for a long time now, and while I know for a fact that the wiring in our house has a part to play (which I'm not going to talk about so that I don't hijack the thread) I will consider moving to Telecom once we move out of this house. Right now though I just live in the upstairs part of my fiance's parents' house so don't need anything more than a Naked DSL connection.

Keep us updated with how the move goes I'll be interested to hear about it!

59 posts

Master Geek
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  Reply # 259185 28-Sep-2009 23:09
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Good to see someone take the step. I have recently stopped routing my companies general internet traffic via our Orcon Naked ADSL2+, in favour of a "slower" 10M/1M ICONZ Araneo business connection we also have in play. Now the 20-or-so users at the office have stopped complaining about crap international performance.

I also have Orcon 2+ at home which is going to get the gun as soon as I can find a suitable replacement ISP. I can't bear the thought of going back to Telecom though.

143 posts

Master Geek


  Reply # 259206 28-Sep-2009 23:32
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Evilg: Wow is all I can say.


After being with Orcon for the last 7 years I have finally had enough.

Just spent 45 minutes on the phone transferring my homephone calling and broadband over to telecom.

Slow speeds, unuseable youtube, gaming latency and terrible customer service (I've probably submitted 10-15 detailed fault tickets and NEVER had someone call me about them.... useless)

After talking to an orcon CSR 2 months ago who said they were aware of the youtube problem back then, and that they had "no plans in place to fix it at this stage".... the CSR even suggested "on the quiet" to use a proxy server to get around this.... but "shhh don't tell my boss" . That is the most rediculous thing I have ever been presented with.

I have complained to the telecommunications dispute resolution service, and been offered compensation by orcon .... and yet the same problems re-occur. You'd think they would learn?

ADSL2+ ... with national speeds on a par or slightly below my ADSL1 speeds? no thanks.... and don't even get me started on my international speeds...... (hint.... 200Kb .... yawn)

My suggestion to Orcon: Get a better upstream provider, and make sure you have enough bandwidth.... and maybe re-educate your CSRs
------

My business calling and broadband will be following suit just as soon as I can confirm that telecom was the right ISP to go with.

Good riddance

I will report back in this thread as to how my experience pans out. I'm pretty sure it can't get any worse.


Hi Evilg I too myself am having issues with speeds etc, I am very interested too know more about this telecommunications dispute resolution service is it for me.

If you can it would be great too know more about your outcome with the dispute and if so Is there a way we can discuss this further ?

Thanks :)

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Ultimate Geek

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  Reply # 259219 29-Sep-2009 00:12
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Yes, Orcon has been having trouble with speeds this week and are working to fix it. Be patient, they will fix it soon. :)

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Geek
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  Reply # 259222 29-Sep-2009 00:32
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Good on you. I've been considering leaving too but honestly have no idea where to go since I can't quite bring myself to go back to Telecom.

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  Reply # 259273 29-Sep-2009 09:18
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I'm with Orcon, and apart from some slow peaks, it's been consistently good. Farewell and good luck to OP with whatever provider he chooses.

Truth is, NZ internet has a long way to go before we get proper broadband to our homes for the prices we pay.




"Roads? Where we're going, we don't need roads." - Doc Emmet Brown



258 posts

Ultimate Geek
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Technical Solutions Aust

  Reply # 259297 29-Sep-2009 10:22
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Thing is .... I've looked at my internet with Orcon for the last two years (Prior to that, Orcon was outstanding!) and during that time, I have had 9 months of major problems. All my friends on telecom have had about 3weeks worth of problems.

Who here remembers last May when we had international problems so bad that any international game was totally unplayable and VOIP software such as ventrilo (which uses bugger all bandwidth) was unuseable? Who here remembers that it took Orcon over 2.5 months to ADMIT there was a problem..... then a further 2 months to fix it? They blamed it on the cold weather for anyone that cares to remember..... that's cold comfort to people who can't use what they pay for.

To the people in this thread saying things like: "Yes, Orcon has been having trouble with speeds this week and are working to fix it. Be patient, they will fix it soon" (and I'm not trying to single you out here antbs) , could you please tell me where they have admitted a fault (other than the youtube fault) and that they are fixing it? Just remember it has taken them 3 months or longer to admit to the youtube fault, and the admission comes in the form of a Rep posting on Geekzone?

How about they update their network issues page?

You can say be patient all you like, but the fact is I've had my fair share of problems, and the same ones are starting to re-occur again a year later.... doesn't sound like Orcon has learnt from their past mistakes.

I understand perfectly that there is no pefect ISP in NZ..... I'm not expecting perfect.... I'm just expecting something better than what I am currently getting... and at the moment, all my friends are getting that with another provider.

@RDJacobs, I used the telecommunications Dispute resolution service (what a mouthful) last May during the "Cold Weather broke my Broadband" fiasco.... The TDR went in to bat for me, and ensured I received a refund from Orcon for my loss of utility of the service I paid for. Have a look at what they can do for you at: www.tdr.org.nz

So now I am counting down the days to (potentially) better Broadband..... never thought I'd see the day that I actually went with telecom.... a few years ago I would rather have drunk razorblades than sign up with them.... same thing with my mobile provider, but it looks like that may change soon too.

(Oh and in the interests of fairness, Telecom charged me $53 to sign up with them... this is because Orcon suckered me into changing my home line to them..... They may not have contracts, but they know you will pay to leave them either way.... I'm so fed up $53 is not worth quibbling over)

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Geek


  Reply # 259305 29-Sep-2009 10:54
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I'll take a stab in the dark here.

Orcon is run by marketing people.  They market stuff.  Over promise and under deliver.

Pretty ad campaigns backed by a grossly understaffed tech team.

I know they just went through some redundancies.  And here's the pinch.

THEY REDUCED THEIR ALREADY UNDERSTAFFED TECHNICAL DEPARTMENT!

For the love of sanity people, they are so far out of touch with their own business it's just. not. funny.

So dear Orcon. 

1: Hire four more geeks to fix the existing faults on the network.  With at least one senior in the mix.

2: Sort out the upstream issues.  Serious investment time. Ditch another 10 marketing people if you have to.

3: Refocus the company.  It's about the customer you muppets.  You have a seriously insular office culture at the moment and that's bad.

My pointless two cents.  I'm still a customer, but I don't know for how much longer.  I just can't decide which great NZ ISP to jump to next.

xpd

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  Reply # 259312 29-Sep-2009 11:05
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You just described 99% of ISPs. Congratulations.




XPD / Gavin / DemiseNZ

 

For Free Games, Geekiness and Reviews, visit :

 

Home Of The Overrated Raccoons

 

Battlenet : XPD#11535    Origin/Steam/Epic/Uplay : xpdnz


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  Reply # 259321 29-Sep-2009 11:19
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@DasKid: Maybe Telstra? Only ISP that seriously pampered me, but then again it was a business VDSL connection in North Shore, Auckland.

I do enjoy Orcon, but I feel your pain OP. I had some issues with them at the beginning of the year as well, but overall the CSRs I spoke to seemed to understand quite a bit of what was being discussed over the phone.




"Roads? Where we're going, we don't need roads." - Doc Emmet Brown

170 posts

Master Geek
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  Reply # 259334 29-Sep-2009 12:20
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I left Orcon in June, went onto Telecom business plans (don't use the bigtime plan unless you want to download heaps, but if you only use 30-50 gb get the normal plans)

Im on the business advanced plan through telecom, (110 per month incl gst) 60gb p/m, and 3.00 incl gst per gb over,

But with Telecom, I get fast speeds all the time, intl and national, and I can actually use overage! with Orcon sometimes it was hard to use my cap, let alone go over it, just files would be so slow to download... but with telecom I can actually consume the gb's when I need to...

Telecom have lifted there game in the last year or so, 3 years ago they sucked, but now they're ontop, with the biggest network, the highest market share of the broadband connections in NZ, and there CSR staff are on to it, even the overseas ones are helpful. I.e. I asked to have interleaving turned off, they did it and the next day there was no interleaving. go figure, they're technical too.

Bye Orcon !!

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