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248 posts

Master Geek

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  # 259393 29-Sep-2009 15:28
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Hi all,

Obviously I am sad to hear that you are leaving Evilg, that is not the kind of experience that we are striving to deliver, and that we do deliver to the vast majority of our customers. I am sorry that I didn't hear of this earlier so that we had a chance to fix these issues.

I wanted to clarify a couple of points here though, in the interests of accuracy:
1. Orcon is not run by marketers.
2. There are only 7 marketing staff total. We recognise that the most important members of our team are the ones the talk directly to our customers. That is why we invest in an outstanding New Zealand based call center who are all right here in the same building as the rest of the staff, rather than sending our customers to talk to someone off shore.
3. The CSR that said that we were aware of an issue with Youtube that we had no plans to fix was not giving accurate information. We do everything we can to ensure great performance of all types of traffic, and if an issue is reported we take it seriously.

Thanks to those who have taken the time to provide feedback. We do genuinely appreciate it, and I can assure you that your voices are heard. I can only apologise to those of you who have or are getting less than what they expect from us, and invite you to provide any further feedback that can help us improve either here or directly to me.

I will leave you with one piece of good news, there is an international capacity upgrade on its way this week which should definitely see speeds back to their usual blazing best.


370 posts

Ultimate Geek

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  # 259455 29-Sep-2009 18:33
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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?


Proof what Duncan just said:


I will leave you with one piece of good news, there is an international capacity upgrade on its way this week which should definitely see speeds back to their usual blazing best.


My personal experience is once Orcon knows of a particular fixable issue they strive their best to fix it and it is normally dealt with quickly. Proof above, just be patient.

I for one am not leaving Orcon anytime soon, their blazing speeds mixed with awesome prices and great customer service is what keeps me staying.

Keep it awesome, Orcon. :)

 
 
 
 




270 posts

Ultimate Geek

Technical Solutions Aust

  # 259476 29-Sep-2009 19:51
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antbs:

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?


Proof what Duncan just said:


I will leave you with one piece of good news, there is an international capacity upgrade on its way this week which should definitely see speeds back to their usual blazing best.


My personal experience is once Orcon knows of a particular fixable issue they strive their best to fix it and it is normally dealt with quickly. Proof above, just be patient.

I for one am not leaving Orcon anytime soon, their blazing speeds mixed with awesome prices and great customer service is what keeps me staying.

Keep it awesome, Orcon. :)


The proof arrives after my post? how does that lend credence to what you are saying?
Duncan.... why doesn't the Orcon website say anything about this fault and timeframes on the potential fix? why do your CSRs deny there is a problem?

Antbs, I am really happy that you have a great connection with Orcon.... I used to have one of those to. You will be joining me I can assure you it is only a matter of time.

Icing on the cake tonite, all the bandwidth my piddly little ADSL2+ connection can manage tonite to the states is a max of 400kb (yes... kilo BITS) down and about 150 up....... no wonder nothing is working for me....

Just makes me happier in my decision...

211 posts

Master Geek


  # 259480 29-Sep-2009 19:58
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duncanblair: Hi all,

Obviously I am sad to hear that you are leaving Evilg, that is not the kind of experience that we are striving to deliver, and that we do deliver to the vast majority of our customers. I am sorry that I didn't hear of this earlier so that we had a chance to fix these issues.

I wanted to clarify a couple of points here though, in the interests of accuracy:
1. Orcon is not run by marketers.
2. There are only 7 marketing staff total. We recognise that the most important members of our team are the ones the talk directly to our customers. That is why we invest in an outstanding New Zealand based call center who are all right here in the same building as the rest of the staff, rather than sending our customers to talk to someone off shore.
3. The CSR that said that we were aware of an issue with Youtube that we had no plans to fix was not giving accurate information. We do everything we can to ensure great performance of all types of traffic, and if an issue is reported we take it seriously.

Thanks to those who have taken the time to provide feedback. We do genuinely appreciate it, and I can assure you that your voices are heard. I can only apologise to those of you who have or are getting less than what they expect from us, and invite you to provide any further feedback that can help us improve either here or directly to me.

I will leave you with one piece of good news, there is an international capacity upgrade on its way this week which should definitely see speeds back to their usual blazing best.



Hooray! Maybe I can start gaming again :'(

143 posts

Master Geek


  # 259482 29-Sep-2009 20:02
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duncanblair: Hi all,

Obviously I am sad to hear that you are leaving Evilg, that is not the kind of experience that we are striving to deliver, and that we do deliver to the vast majority of our customers. I am sorry that I didn't hear of this earlier so that we had a chance to fix these issues.

I wanted to clarify a couple of points here though, in the interests of accuracy:
1. Orcon is not run by marketers.
2. There are only 7 marketing staff total. We recognise that the most important members of our team are the ones the talk directly to our customers. That is why we invest in an outstanding New Zealand based call center who are all right here in the same building as the rest of the staff, rather than sending our customers to talk to someone off shore.
3. The CSR that said that we were aware of an issue with Youtube that we had no plans to fix was not giving accurate information. We do everything we can to ensure great performance of all types of traffic, and if an issue is reported we take it seriously.

Thanks to those who have taken the time to provide feedback. We do genuinely appreciate it, and I can assure you that your voices are heard. I can only apologise to those of you who have or are getting less than what they expect from us, and invite you to provide any further feedback that can help us improve either here or directly to me.

I will leave you with one piece of good news, there is an international capacity upgrade on its way this week which should definitely see speeds back to their usual blazing best.




Hey thats great news Duncan ablout the upgrade, nice!! i miss webcam chatting with my friends in LA and they miss me too :)


143 posts

Master Geek


  # 259484 29-Sep-2009 20:06
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antbs:

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?


Proof what Duncan just said:


I will leave you with one piece of good news, there is an international capacity upgrade on its way this week which should definitely see speeds back to their usual blazing best.


My personal experience is once Orcon knows of a particular fixable issue they strive their best to fix it and it is normally dealt with quickly. Proof above, just be patient.

I for one am not leaving Orcon anytime soon, their blazing speeds mixed with awesome prices and great customer service is what keeps me staying.

Keep it awesome, Orcon. :)


haha yeh i with you too antbs even though i have had a little moan in few speed forums but I just accept it now and when orcons on fire there on fire and when there not there not its all good in the hood, gives me more reason too do things around the house etc when it is a bit slow haha :)


peace

8035 posts

Uber Geek

Trusted

  # 259505 29-Sep-2009 20:53
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My residential shared network best effort internet plan that I pay very little for (relative to the cost of dedicated bandwidth) is not working 100% perfect.. DEFNCON7 urgent 111!!!.

I demand Orcon's balls for breakfast by noon.

Internet forums are well known bringing out the unrealistic expectations and unwarranted self important quite often, I'm not immune to the affect either.

At the end of the day if you are unhappy whether it's a perceived problem or really bad service just make the move you'll feel happy straight away even if the grass isn't neccesarily greener.

 
 
 
 


370 posts

Ultimate Geek

Trusted

  # 259508 29-Sep-2009 21:10
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Evilg:
antbs:

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?


Proof what Duncan just said:


I will leave you with one piece of good news, there is an international capacity upgrade on its way this week which should definitely see speeds back to their usual blazing best.


My personal experience is once Orcon knows of a particular fixable issue they strive their best to fix it and it is normally dealt with quickly. Proof above, just be patient.

I for one am not leaving Orcon anytime soon, their blazing speeds mixed with awesome prices and great customer service is what keeps me staying.

Keep it awesome, Orcon. :)


The proof arrives after my post? how does that lend credence to what you are saying?
Duncan.... why doesn't the Orcon website say anything about this fault and timeframes on the potential fix? why do your CSRs deny there is a problem?

Antbs, I am really happy that you have a great connection with Orcon.... I used to have one of those to. You will be joining me I can assure you it is only a matter of time.

Icing on the cake tonite, all the bandwidth my piddly little ADSL2+ connection can manage tonite to the states is a max of 400kb (yes... kilo BITS) down and about 150 up....... no wonder nothing is working for me....

Just makes me happier in my decision...


First of all, it does lend credence to what I'm saying that Orcon fixes things up and gets things back to normal quickly, as shown by what Duncan said.

Secondly, how does your point about "it's just a matter of time" make any sense at all? I view that it should get better over time with new technologies etc. The only time when it would get worse is when you are with companies that make stupid decisions and mess up with your broadband. Orcon is not one of those companies as demonstrated by the six months I have been with them.

Lastly, you have stated that you are moving, and yes you are entitled to your opinion. but please, unnecessary complaints about Orcon are fruitless and it just drives the official representitives of the ISPs who give valuable information and aren't required to do so away from these forums..

15 posts

Geek


  # 259535 29-Sep-2009 22:18
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hi all - i thought it worth mentioning here that some work was carried out this evening to specifically improve youtube performance. it should also help other latency-sensitive sites as well. this isn't actually the promised upgrades (they're still on the way), but it should definitely be noticeable.

if anyone has any feedback drop me a dm on twitter (i'm @tsalmen), or do the same to @orcon (duncan above will get it). or you can email me (address is on the orcon contact page).

cheers
thomas

--
chief technology officer
orcon


370 posts

Ultimate Geek

Trusted

  # 259540 29-Sep-2009 22:24
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Just been watching a few YouTube videos tonight and can see a difference! Cheers Thomas. :D

143 posts

Master Geek


  # 259542 29-Sep-2009 22:28
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tsalmen: hi all - i thought it worth mentioning here that some work was carried out this evening to specifically improve youtube performance. it should also help other latency-sensitive sites as well. this isn't actually the promised upgrades (they're still on the way), but it should definitely be noticeable.

if anyone has any feedback drop me a dm on twitter (i'm @tsalmen), or do the same to @orcon (duncan above will get it). or you can email me (address is on the orcon contact page).

cheers
thomas

--
chief technology officer
orcon



Hi thomas can you please check my lines my user name is rdjacobs im getting good sync too auckland but anywhere else very weak eg napier 2mbs download and wellington and sydney etc never seen it like this before, maybe its the storm i dont know but could you please take a look.

thanks







Status:
Cable connected


Line mode:
ADSL2+


Maximum line rate:
20364 kbps (downstream) / 1368 kbps (upstream)


Noise margin:
5.3 dB (downstream) / 18.6 dB (upstream)


Line attenuation:
20.8 dB (downstream) / 8.4 dB (upstream)


Output power:
20 dBm (downstream) / 11 dBm (upstream)



I fix stuff!
1791 posts

Uber Geek

Trusted
Vocus
Subscriber

  # 259543 29-Sep-2009 22:28
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Told you guys we wouldn't let you down :)


15 posts

Geek


  # 259546 29-Sep-2009 22:31
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ah yes, huge thanks @sounddude and the rest of the team too for actually doing the work :)

cheers
t

ps @rdjacobs, strongly suggest you log this with our support team, but i'll see if i can get someone to take a look.

211 posts

Master Geek


  # 259550 29-Sep-2009 22:34
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tsalmen: hi all - i thought it worth mentioning here that some work was carried out this evening to specifically improve youtube performance. it should also help other latency-sensitive sites as well. this isn't actually the promised upgrades (they're still on the way), but it should definitely be noticeable.

if anyone has any feedback drop me a dm on twitter (i'm @tsalmen), or do the same to @orcon (duncan above will get it). or you can email me (address is on the orcon contact page).

cheers
thomas

--
chief technology officer
orcon



World of warcraft is now unplayable :(

edit. Suppose I can go watch some youtube now that it no longer buffers XD



I fix stuff!
1791 posts

Uber Geek

Trusted
Vocus
Subscriber

  # 259551 29-Sep-2009 22:39
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brookz:

World of warcraft is now unplayable :(

edit. Suppose I can go watch some youtube now that it no longer buffers XD




Whats your IP, and whats the IP of the server you playing on?

Also, is this a new occurance? only happens at peak times?

Details please!

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