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18 posts

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Topic # 42548 6-Oct-2009 18:10
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I know this is nothing new, but I would appreciate people's opinions.


Basically, I've been with Orcon for about 4 years, everything has been fine up until the last couple of months. 
Nothing new to existing Orcon customers, such issues as youtube being un-watchable, crap international traffics speeds (lucky if I can online game now), and usage meter not working.


So after spending the last few weeks trolling local forums and seeing that I'm not the only one experiencing these problems I thought I'd give Orcon a call to see whats up. After a 20 minute wait @ around 10:30 on a Tuesday morning (hardly peak times) I spoke to "technician" A. He seemed oblivious to all my complaints, which surprised me (never admit defeat?). I requested a port reset to which I got an pro-long speech about how this, in effect, does nothing, but what really surprised me was when I asked about the usage meter being completely useless, I was told that "Orcon does not have a reliable way of monitoring your internet usage" WTF!!!!!!!!!!!!!!!!!!
I asked how I was suppose to monitor my usage then, as it seems un-ethical to not give me any indication of when I'm going over my data cap, rather than sending me a BIG bill at the end of the month. To fill in the blanks, my data usage meter stops working 2 days before my month expires and for 2 days after its pretty unreliable too. I figure this is a big issue, as Orcon should have some legal obligation to keep me up-to-date on usage, rather than "keep me in the dark" and over charge me. This, I am not very happy with.


After our discussion over the usage meter being uselss, my phone went dead and I was unable to make any phones call afterwards,and Yes, my phone is thru Orcon too....great service.


So I called back via my cell phone and talked to "technician" B, who was a bit more helpful. He was aware of the "youtube problem" and explained it to me (things being routed thru Japan etc). As for my usage meter being useless,  he was going to pass it on to the "other department", I don't expect much to happen here. In the end, he managed to organize my port reset.


4 hours later, my modem has been off and turned back on, with no change, maybe a little worst depending on what sites I go to, so I call back and got them to email me their "problem solving steps". This was kind of funny as it has NO SUPPORT FOR MACS, luckily I know how to go about it anyway.


So this is where I'm left off, I have a feeling that its a sinking ship and I should jump. Given from what I've read on forums (and yes, I take forums with a grain of salt) Orcon has been having problems for a while now and don't seem to interested in doing anything about it, I've been with enough ISPs to know crap service when I see it, and it seems Orcon has over sold themselves to some degree.
I'm thinking about changing, but to whom, I have no idea. I've been with Xtra, iHug, slingshot and woosh before and I can say that xtra was the worst (i had one of their night-shift managers threaten my wife over the phone WTF service is that) and ihug + woosh + slingshot were no good for gaming. I have friends on xnet & maxnet who dont rate them either. I have been reading good things about Snap, but surprisingly, good things about Telecoms new Pro PLans.


So what do people thing: Jump ship or wait it out? Change ISP's..but to whom?
My internet usuage revolves around gaming and downloading if that helps.


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  Reply # 261813 6-Oct-2009 19:17
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There are so many factors involved many outside of the ISP's direct control that you will always see complaints about speed and performance for every ISP.

However Orcon does seem to be having a lot of problems in recent times. Orcon are the only ISP without a contract period with a disconnection fee so you need to pick wisely before you change provider because you'll be locked in for 12 months with your new provider or have to pay a disconnection fee if you choose to move on again.

Telstra and Telecom (normal plans not Big Time) have the largest scale and thus the most capacity to be shared between users, they both have implemented caching solutions that speed up certain activities too. 

They have less flexible pricing models than other ISP's though like Xnet (pay per GB, free off peak option) and Slingshot (data backing, free off peak).

If you have a bias towards good performance and don't mind paying a bit extra for it then your short list should be (in my opinion):

Telecom, Telstra, Snap, Maxnet.



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  Reply # 261915 7-Oct-2009 03:15
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Slingshot is about to update it's plans again. They will finally have nakedDSL with data banking and a free data period. Slingshot is also working on some new game servers.
I think most ISP's will have new offers out in November too, If you can wait. Telecom looks competitive now, it's first off with their new offer.

 
 
 
 




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  Reply # 262209 7-Oct-2009 18:47
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Thanks for the input :)

November huh?, I'm happy to hold out until then, as I've put up with I've currently got for some time now.

The Telecom Pro PLan is looking most attractive atm, but I have to get over the fact its Telecom



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  Reply # 266555 24-Oct-2009 14:01
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From my first post, I logged a complaint with Orcon. They got me to run some test (which I did) right away, however two weeks later and a couple of angry phone calls to them, they finally decide to reply to me...crazyly useless service where I have to chase them up. Now the technician blames my poor test results on my WiFi connection, I dont see how as I don't use WiFI to "test" my connection, which I told them.......10 dam times!!!! Now, I have to do all those rubbish tests again......what a joke.

I just cannot believe how useless Orcon has become, I get the feeling I'm better off banging my head against a wall rather than deal with a company that refuses to contact you back, only until you start getting short with them, and then in turn blames me for the crappy connection.

If anyone from Orcon is reading this, shame on you, shame on you :(

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  Reply # 266563 24-Oct-2009 14:51
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onefatsac: From my first post, I logged a complaint with Orcon. They got me to run some test (which I did) right away, however two weeks later and a couple of angry phone calls to them, they finally decide to reply to me...crazyly useless service where I have to chase them up. Now the technician blames my poor test results on my WiFi connection, I dont see how as I don't use WiFI to "test" my connection, which I told them.......10 dam times!!!! Now, I have to do all those rubbish tests again......what a joke.

I just cannot believe how useless Orcon has become, I get the feeling I'm better off banging my head against a wall rather than deal with a company that refuses to contact you back, only until you start getting short with them, and then in turn blames me for the crappy connection.

If anyone from Orcon is reading this, shame on you, shame on you :(



its "amazing" support has been bothering me too, blaming on our end while theres a known issue with all orcon users.. way to go orcon!

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  Reply # 266581 24-Oct-2009 16:59
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I joined Orcon back in March with a Purple+ plan. Things were fine: downloads were fast, speeds were pretty consistent, things just worked. Then, like others, in the last couple months all that changed and it got worse and we had to keep waiting on "upgrades" to be implemented for things to get better again, but they never lasted, and there was always an excuse.

I too contacted Support, to be told that my line was fine, everything checked out, it must be something at my end. Through here and my own experiences I knew this was not correct.

A couple years ago I swore I would never ever use Telecom again after all their issues, but it seemed that recently people were starting to sing their praises again, but like you found it hard to accept that this is Telecom we were talking about!

Their TotalHome package suited our household so we changed it over, and things have been brilliant. Good service, and blazing fast speeds again day and night regardless of the time.

Personally I couldn't give a rat's bottom about Iggy Pop and helping him find a band, and I feel that Orcon are spending too much time and money on trying to be the hip/young/cool ISP, while providing a decent and consistent service is a second priority.



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  Reply # 266674 25-Oct-2009 12:14
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I thinking that maybe its a sign, time for me to change...maybe Telecom have turned over a new leaf?

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  Reply # 266683 25-Oct-2009 14:24
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I moved from WxC and was going to move to Orcon, but after a last miute change of heart and some billing issues I decided to move to Telecom, and have both a Big Time and pro plan at home, the Pro plan is fantastic, fast, low latency and good support.

The big time plan is a leaches heaven but does slow down a lot...




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