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28 posts

Geek


# 69886 14-Oct-2010 20:02
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I've been with Orcon for about three years. When it works it's great. When it doesn't dealing with their customer services department is like getting teeth pulled. For a communicatios company they seem to have poor communications skills.

Does anyone else find them difficult to deal with?

I've just given them what must be the fifth ulimatum to the last four weeks and I'm going to have to move on I think.

Since moving from Auckland to the Kapiti Coast my download speed had gone from 6mb/s to 1mb/s and my upload speed from about 0.6 to 0.2.

Four weeks ago I asked them if this was what I should expect at this location. For for weeks it has been "investigated" Orcon play bat and ball with Telecom. Orcon customer services tell me something is not right.

Yesterday I noticed that my plan was suffexed Max/128, there was not suffex on my Auckland plan. Orcon have been capping my uploads to, you guessed it, 0.20mb/s. For four weeks, nobody at Orcon thought to check the plan- I figured they would keep me on the same plan as i always had. Apparenty in Auckland, where Orcon have their own kit in the exchange all the plans run at max/max. In Kapiti it is an optional extra. Unbelievable. Half my problem was sorted out by a plan upgrade.

Now, I'm asked to do yet more speedtests so "they can go back to telecom". Apparently my line is OK.

So Say Orcon:

"Your connection looks to have been set to fs/fs now. I recommend you reboot your modem and run the 6 hour diagnostic test.

Your line quality looks great and it does not look like anything in your house is interfering with your line as your synch rates are near perfect.

If you could run the testing we may be able to raise this with our wholesale provider to query the QOS enforced on the handover which your connection utilizes." 

Any thoughts on how best to proceed?

Cheers,

Vic

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z2k

299 posts

Ultimate Geek

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  # 391966 14-Oct-2010 21:00
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Don't think Orcon has done anything wrong here. They offer fs/fs for free in their own exchanges as they don't need to pay line rental fees to Telecom.

You've moved from central Auckland to somewhere rural so you can't expect the speeds to be the same. 



28 posts

Geek


  # 391981 14-Oct-2010 21:34
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z2k: Don't think Orcon has done anything wrong here. They offer fs/fs for free in their own exchanges as they don't need to pay line rental fees to Telecom.

You've moved from central Auckland to somewhere rural so you can't expect the speeds to be the same. 


Um. Did you read my post?

Since moving from Auckland to the Kapiti Coast my download speed had gone from 6mb/s to 1mb/s and my upload speed from about 0.6 to 0.2.

Four weeks ago I asked them if this was what I should expect at this location. For for weeks it has been "investigated" Orcon play bat and ball with Telecom. Orcon customer services tell me something is not right.


Yes. I am aware of the physical limitations of the internet. I know it is not magic. I expect some regradation, but I'm not exactly in the boonies here. That is why I asked Orcon the question.

I don't really give a monkeys about playing the extra for the Max/Max plan (which is only $10/month). It's the fact that Orcon stood around stratching their arses for four weeks wondering why the slow upload speed...until I noticed the 128 cap and asked them to upgrade it.


I'm still awaiting an answer to my original question, "should I be expecting speeds like this". As you can see in my post above (if you read it), Orcon thinks not.

Four weeks is along time for a resolution (and this isn't the first "issue" I've had with Orcon customer services.

 
 
 
 




28 posts

Geek


  # 392029 14-Oct-2010 23:52
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Hey man, we met last year at the Nintendo DSi launch in Auckland- you won a console!

Is this what you are after?

Connection status: Connected (0:05:42:20)
Connection mode: Always on
IP address:
MAC address:
Default gateway:
Preferred DNS server:60.234.1.1
Alternate DNS server: 60.234.2.2
Downstream rate: 8128 kbps
Upstream rate: 800 kbps
PPPoE pass-through: Disabled
ADSL Line

Status: Cable connected
Line mode: G.DMT
Maximum line rate: 8128 kbps (downstream) / 912 kbps (upstream)
Noise margin: 15.7 dB (downstream) / 12 dB (upstream)
Line attenuation: 8.3 dB (downstream) / 6 dB (upstream)
Output power: 13.8 dBm (downstream) / 11.9 dBm (upstream)
Address Translation (NAT)

Status: Enabled
Dynamic DNS

Status: Disabled

Cheers,

Vic

I fix stuff!
1781 posts

Uber Geek

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Vocus
Subscriber

  # 392065 15-Oct-2010 07:16
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Connection status: Connected (0:05:42:20)
Connection mode: Always on
IP address:
MAC address:
Default gateway:
Preferred DNS server:60.234.1.1
Alternate DNS server: 60.234.2.2
Downstream rate: 8128 kbps
Upstream rate: 800 kbps
PPPoE pass-through: Disabled
ADSL Line

Cheers,

Vic


The joys of rural broadband :-)

Looks like you are off an ADSL exchange/coklin. The main issue with ADSL1 exchanges/coklins are they are generally got very limited backhauls. Most Coklins have a 2Mbit E1 as backhaul back to the main exchange.

Its really only the new cabinets which have fibre back to the exchange.

Hate to say it, but if the above is correct, its probably as good as you are going to get.

Any questions drop me a PM.





2127 posts

Uber Geek

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  # 392066 15-Oct-2010 07:27
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I was talking to a friend at work yesterday. She was telling me of the grief she's had with her Wireless Router that they supplied.

After lots of problems getting it to work, they gave her a number in Germany to call to sort it out! Germany!!

She bought the box into work and after a few minutes I got it sorted. But they kept pointing her to guides that were wrong, steps that didn't exist etc. She was pretty exasperated.

I didn't think tech support was THAT hard.

[NB: Obviously, this is what she told me. I don't know for sure it's true!]




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1539 posts

Uber Geek

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  # 392068 15-Oct-2010 07:50
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Being on the Kapiti Coast are you in range for Telstra Clear Cable service?

 
 
 
 


283 posts

Ultimate Geek


  # 392086 15-Oct-2010 09:03
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OP - worth checking on here first to see if/when you should get ADSL2, you might find that the sync rate you get at the moment is the absolute max attainable for your line.

Throughput is another matter and would be affected by the capacity of local backhaul as explained above.



28 posts

Geek


  # 392187 15-Oct-2010 12:47
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boby55: Being on the Kapiti Coast are you in range for Telstra Clear Cable service?


Apparently not, unfortunatly. But I am thinking of switching to Telstra's telecom infrastructure plan to see if they can give me a striaght answer regarding my internet speed.

262 posts

Ultimate Geek
Inactive user


  # 392196 15-Oct-2010 13:02
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If you're on a conklin then no matter which Telecom wholesale ISP you go with you'll get that speed until you get shifted to a cabinet.

I'd look at switching to telstra cable



28 posts

Geek


  # 392285 15-Oct-2010 15:22
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No Telstra cable on my street. Switching to another ISP may be the only way to get an answer to the question that I asked Orcon four weeks ago, "is this the speed I should expect at this location?".

It'll cost me nothing to swap to Telstra.

As I've said, it's not the technical limitations that I've got a problem with, it is Orcon's inability to effectively communicate to situation to me.

13 posts

Geek


  # 392315 15-Oct-2010 16:33
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Have you submitted the requested speed test results back to Orcon yet as without these it is unlikely they will be able to take your case any further or provide you with an update as to where the issue is?

-Dan



28 posts

Geek


  # 392341 15-Oct-2010 18:02
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Doh.

Yes I'am, as I have been doing for the last few weeks.

Undecided



28 posts

Geek


  # 392359 15-Oct-2010 19:15
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VicBStard: Doh.

Yes I'am, as I have been doing for the last few weeks.

Undecided


Sorry, it's easy to get sarcastic on forums. You guys have given me a better insight to what is probably happening than Orcon have.

But, also, I'm actually pretty technically competent. I know that there is no point in moaning able a situation if you are not helping yourself. I've been using the Orcon test utility overnight and all day today.

I'm only really annoyed that Orcon has repeatable failed to call me back or let me know what is actually going on. I know that they are at the mercy of Telecom, but that is not my problem- if they can't offer a decent service and work with Telecom, it's not my problem, they just shouldn't be in the business.

Even if I get exactly the same issue with another ISP, I'm getting to the point that I don't really want to give Orcon any more of my money.

Their customer service does not live up to their advertising, which suggests that they are serving the more discerning internet user. I'm ashamed to say, but I think that if Orcon went under it'd put a smile on my face. Slack outfits like this don't deserve to survive at a time when hard working people are losing everytyhing.

114 posts

Master Geek


  # 394001 20-Oct-2010 14:41
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I just HAD to link it ....

http://xkcd.com/806/


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