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Topic # 57433 13-Feb-2010 10:41
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If you are thinking of leaving Orcon it would be wise to make a recording of your 30-day termination notice. I rang them up to complain about the quality of the service they were providing (I was paying over $140 per month for my connection with them - so expected a certain level of service) and when I got a non-sensical answer from the CSR as to the reasons why my download speeds had deteriorated I informed him that I would be canceling my Orcon subscription at the end of the next billing month and changing to another ISP.


Orcon then proceeded to charge me for another month after the month I had changed to another ISP. When my mother inquired to the reason for this they informed her that we hadn't provided 30 days notice even though I know for a fact that I did. It seems Orcon are trying to pull a quick one on customers that decide to leave them and try to force another months payment out of them. When I rang them up to enquire about this mess they informed me that they conveniently couldn't find any recording of my phone call and it was missing from out records. 


I use to extol the virtues of Orcon as an ISP telling numerous people who ask me for a reliable ISP that Orcon provided excellent service and had excellent support staff (I work for a University where I'm in a position where I'm quite often asked about internet providers I would recommend to students). I switched to Telecom (it has been years since I used them) and I must admit I was surprisingly impressed with the level of service provided and the quality of the connection. If Orcon continue to treat their customers in this manner their once excellent reputation will become tarnished.


Orcon are now trying to force payment even after explaining that I did provide notice - but I'm gonna stand my ground. I would highly recommend making sure you record any termination notice provided to Orcon as they seem to want to punish customers that decide to leave them.

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  Reply # 298593 13-Feb-2010 11:18
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With the wording in your post I would say you did not cancel your contract in that phone call

" I would be canceling my Orcon subscription at the end of the next billing month and changing to another ISP. "

John

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  Reply # 298594 13-Feb-2010 11:23
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Youre best to send any company, regardless how good their service is, written/email confirmation of your intentions. At least youve got some form of paper trail to go back with.




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  Reply # 298764 14-Feb-2010 00:48
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The should have the call recorded, if Orcon lost the recordings then they should man up and pay jaredwatts back, their loss. So that's Orcon & Xnet both trying to pull the "oh you didn't phone of special hotline and use the key phrase told to you at signup to terminate your account." rule.

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  Reply # 300580 20-Feb-2010 20:31
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Thats why I love my 2talk and its call record. nothing more satisfying then playing a CSR contradicting another one the recording of the other.




Richard rich.ms

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  Reply # 300608 20-Feb-2010 21:54

johnr: With the wording in your post I would say you did not cancel your contract in that phone call

" I would be canceling my Orcon subscription at the end of the next billing month and changing to another ISP. "

John


Agree, the poster never requested the account to be cancelled. They could never cancel an account based on that. Yu would actually have to say, I would please like you to cancel my account, and they may require that you sign a form or fill in a cancellin page on their website. It sounds more like the poster actually forgot to cancel their account. It would be normal to actually contact orcon after the switch has taken place, to confirm that they have now cancelled it anyway.

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  Reply # 300612 20-Feb-2010 22:17
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vodafone (was ihug at the time) did the total opposite - when they said they wouldnt remove interleaving from mums adsl connection I emailed back that we would be canceling it in that case if they cant sort out interleaving off, and they shut the whole thing down before we had a chance to move to xnet (like that was a good idea... tui moment) - email addresses and all. I was going to email them to change it to the $5 dialup account once we had the date for xnet changeover.

Can never be too careful with compnies, they dont hire the sharpest tacks in the box to work those roles.




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