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62 posts

Master Geek


  Reply # 396103 27-Oct-2010 08:36
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All ive been trying to do is point out that your getting the type of service your paying for. The only reason you get better performance/support on say xtra is that they have several hundred thousand customers more than orcon and most of those are light users who rarely call up and who only use a few hundred megabytes of their monthly cap. Those users are there for effectively subsidizing the high end users.

Every single ISP on the planet experiences some sort of degraded performance during peak hours. Some decide to rate limit video/p2p some choose not to. Its a simple factor of economics. You cant afford to pay for every users to have fast speeds at only certain times of the day. an isp cant just turn on extra bandwidth for those hours thats not how the internet works.

I would love their to be awesome speeds during peak times, however I know its not possible. And besides im happy with the 2-5 megabits I get during peak times. The performance I get is far better than our $2000 a month fiber connection (simply because the peak international is higher)


You cant compair an apple to an genetically engineered orange that tastes like a banana and smells like a carrot.

Help has been given, suggestions have been offered. yet people make ridiculous claims about going to Campbell live or protesting. 

Heres what you do:
1) get as much information about your issue together as possible
2) Phone support and tell them whats going on (best to do it during non peak call hours so you can get through easy and they arnt busy)
3) Do what they say and get the case number and name of the person
4) if you still have the issue phone back and ask to talk to the same person and present your case id
5) repeat until the only choice left is to get chorus to come out and take a look, they will bring specialized equipment to test your line and your ports at the exchange etc... You will not be charged if their is a fault
6) If you still dont have a resolution change ISPs, BUT note that you may still have the same issues as its probably not an issue outside your property and all the new isp will do is the same steps


It seems that most people here dont go past step 5, they just totally ignore advice, blame the ISP, and just constantly complain. Attempt to get it resolved if not go to some one else simple as that, thats how life works. If your unhappy with the new car you just brought because it keeps breaking down you dont just jump on some forum and complain, you get it replaced or get a new one. the same thing apply's 



This thread should be disabled as its giving people a false view that orcon is a bad isp that treats people bad and doesn't have any bandwidth. when it is infact the opposite.


 

304 posts

Ultimate Geek
+1 received by user: 28


  Reply # 396106 27-Oct-2010 08:46
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I've had problems with Xtra in the past. Fed up, I switched to Orcon and had problem-free Internet access for years. Yes, it was Xtra that was the issue at the time. Why, I don't know, but switching ISPs resolved my issues (poor speeds, disconnections, etc).

And now, it seems that Orcon has degraded heaps. Yet these issues aren't apparent with other ISPs. None are perfect but some are better than others - for some, of course.

I've read of a couple accounts of people leaving Orcon for a different ISP and having all their problems be resolved. Says something about Orcon, IMO, similar to my past Xtra experience.

Honestly it's just easier/better to try switching ISPs sometimes. If problems still persist, then you know it's not ISP-specific, but there's not much incentive to try fixing something that's broken when an easier solution (in my eyes, anyway) is to just take your business elsewhere.




Creator of Tallowmere.

 
 
 
 


12 posts

Geek


  Reply # 396136 27-Oct-2010 09:44
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ahh but you see.

When changing ISP's despite the fact that you are already connected, they have to reset up all the kit to take you to your new provider.

So for example if you are having disconnection problems with Orcon then rock on over to xtra and WOAH PROBLEM DISAPPEARS! OMG! ORCON IS TEH SUX0R! it could have been simply that there was an issue at the exchange which was out of your control so the chorus tech went "oh whoops" and fixed it there and provisioned your new circuit. hence why as stated, if you are confident it is not something in your house, get the callout done.

If you jump ISP's and disconnections still continue ...... OMG! IT IS EXACTLY THE SAME! ALL ISP'S ARE TEH SUX! it is either 2 things

1) You have something on ya phone line causing these issues (mysky,burglar alarms, bad filters)
2) You are in the "zone of maybe" what is the zone of maybe? an area where yes you can get dsl, and it may be good or it may be bad. Essentially if the calculations on telecoms site say you can get DSL then telecom allows a connection to be brought up as they want as many people to use it. (gotta get that mad paper paper son) the result? lots of disconnections, variable speed connections and shoddy performance.

Now if you are not having ANY disconnections, variable line connection speed and you are simply dissatisfied with the speed of your connection. jump ship to a new ISP.

Why?

as simply maxed out there international pipe and are prioritizing traffic in order to keep the majority of users happy. So that means snappy web browsing, Email pings and stuff like that.

bandwidth intensive users that stream/torrent/seed 24/7 are a minority. Yes you may feel you are important as you are a paying customer and are paying them a high fee for your connection but you are not. There is no SLA around the product, it is a best effort service. you are not paying for dedicated bandwidth specific to your conenction you are in a pool with thousands of other people and when people pee in said pool via maxing out there ADSL with torrents/High def streams etc it becomes horrible but as stated there is no SLA around your connection so if it does not meet your needs move on until you find a pool that suits you (I hear snap is pretty good)

As stated by someone else if this thread is now aimed at "informing orcon that there customer service has become bad and we want to let them know about it" then by all means keep on going.

But if you are whining because you can't stream high def vids at peak times while torrenting your latest anime while using TS and playing your MMORPG overseas. then please read above and save yourself rage and general unhappiness and find some other pool to swim in.


62 posts

Master Geek


  Reply # 396137 27-Oct-2010 09:48
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Id like to take the opportunity to point out this page on orcons site

http://www.orcon.net.nz/support/content/disputes_resolution

 

Where it clearly spells out your options if your unhappy 

316 posts

Ultimate Geek
+1 received by user: 19


  Reply # 396140 27-Oct-2010 10:05

Well, Falconz arguments are all true, and most people do understand it. Consumers however, shouldn't really be burdened with all these technical or legal mumbo jumbo. I expect Orcon to act honestly to all customers, they used to! I have been with them for more than 4 years, and their customer service is degrading.

For people who're obviously having real issues, the steps provided by people here and by helpdesk will work, however the slowdowns is not going to be resolved by the helpdesk. And some people would like to know.

Whether it's congestion? Or backhaul capacity? Or high cost of bandwidth? Or anything? Information which impedes progress should be known. So work and support can go towards a proper goal. It is quite obvious that the slowdown is sudden.

Economics is all good, and it explains the status quo but it doesn't change anything. It is therefore, unhelpful for the current situation; when people want to change the current situation. You don't go up to a domestic violence victim and analyse how during their heated argument the abuser's marginal utility of hitting them spiked over their marginal utility to remain civilised and that's how they got a good smacking?! Not helpful. Probably true, but not helpful.

And unless you have stocks or livelihood depended on a company, I don't see reasons defending one. They don't feed you. The obsession to a business is not too unlike those "HD streaming, anime torrenting, mmorpg while tsing" users.

All I am saying is, people rage and build up to 50 pages for a reason. If you think they're stupid, then let them provide entertainment! If you think you can help, contribute! If you think they're wasting their time, and would like to help them become better people, join priesthood.

BDFL - Memuneh
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  Reply # 396142 27-Oct-2010 10:16
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Folks, reading through the last ten pages it seems this thread has a good chance of leaning towards personal attacks on a different level very soon.

I have also identified one user with two accounts (although one of the accounts hasn't been used in the last twelve monhs and has now been banned). And regarding the question of someone about Satire posting from a proxy, it's just how our system resolve the IP address, based on country allocation. The reverse name is actually a .nz domain and easy to find.

I am locking this discussion because the original topic was a problem back in April 2010. Since then almost 50 pages of people complaning about how to run an ISP, complaining about others, etc.

I think the advice given here is solid. Also worth reading this.

If you have SPECIFIC problems please by all means post a new discussion in the forum. If you want to discuss how Orcon should run its business, please create a new discussion, then it won't be off topic.







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