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67 posts

Master Geek


Topic # 88284 12-Aug-2011 21:23
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Oh Orcon... I want to love you, I really do...

Switched my Orcon to Genius last week. It didn't start out that well - called the 0800 4ORCON number, followed the prompts for product sales, indicated that I was an existing customer and call was answered by a real person in just a minute or two. I explained that I wanted to switch my current Orcon account to Genius, "Oh," he said, "I'll have to transfer you to accounts for that, hang on" - and then the endless hold began.. 

Of course the accounts queue offers the option to log a call back - having no idea how long the hold might be and wanting to get it sorted now I opted not to. Mistake. After about 30 minutes on hold I had to do other things and gave up.

I tweeted @Orcon and they arranged for someone to call me - that was about midday, at about 5:30 I still hadn't received a call. I sent a reminder tweet and got a call not long after. I answered the questions and said I wanted the normal Genius.

I got a provisioning email letting me know the install would be August 12th (ten days later). A few days later the modem arrived - it was the wrong one. They sent the Genius Light. I tried to call back, no luck - then was out of action for a bit (we had a baby the next day) - managed to arrange a replacement with the correct modem - again via Twitter the on Monday. It arrived later that day.

Today at 2:11pm I got the email informing me that the change over had happened and that I would have no dial tone now. I got home about 5:45pm and there was still a dial tone. At that point I tried to log a support callback before plugging anything in - as the Genius documentation is very clear about not connecting it before the service is set up. 

Turns out the callback option only seems to be offered on the account queue, not the support queue. I tried a few different numbers, but no method of getting to support offered me a callback option. So I tweeted again - Quentin replied a little bit later saying "I am told you should try plugging Genius in ..." - I have now tried that. Nope. No VOIP, still have a dial tone - so clearly my line isn't "naked" and my number isn't ported to Genius.

Gave the support line a try again, but gave up after 30 minutes.

I still have internet, and my phone still works (incoming and outgoing calls) but clearly the Genius service hasn't been setup (and certainly won't be within the "10 days maximum" I was promised). So now I assume that at any moment my internet, or phone service could stop - and there is absolutely no way for me to reach tech support. 

Clearly Orcon's support staff can't deal with the volume of calls (and emails - "up to 7 days" to reply there apparently) they are receiving. How about they stop accepting new clients until they can do so. What situation would I be in had I actually not been an Orcon DSL customer already?

Also, given that provisioning and new setup issues are really problematic (and potentially inhibit service) - how about a priority support line for current provisioning issues? Call a number and enter your order number.

It's great that I can get some response of Twitter at least, but that's not actually that beneficial and it's no use at all for customers who don't use Twitter proactively like I do. 

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  Reply # 505768 12-Aug-2011 21:26
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I think Orcon didn't realise the massive uptake this product would have. Which is a shame, because now they're in the situation where lots of people trying to get hold of them can't.

If it makes you feel any better (it probably doesn't) - this is what trying to deal with TelstraClear is like on a good day.




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67 posts

Master Geek


  Reply # 505771 12-Aug-2011 21:31
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muppet: I think Orcon didn't realise the massive uptake this product would have. Which is a shame, because now they're in the situation where lots of people trying to get hold of them can't.

If it makes you feel any better (it probably doesn't) - this is what trying to deal with TelstraClear is like on a good day.


Indeed, but I think they should have considered that ahead of time. I know they are getting new support staff on soon, but in the mean time they may as well not even be there.

It's frustrating because I want to recommend Orcon in general, and Genius specifically, to people - I've had no issues with them technically in 2.5 years, I get good speeds and the data options are suitable flexible. The Genius product is a great concept. But there's no way I can do so at the moment - in fact I have to do the opposite, advise people stay clear of Orcon for the moment at least.

 
 
 
 


Emp

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Master Geek
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  Reply # 505772 12-Aug-2011 21:33
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Yes terrible.

Been on hold over the last month for 5-6 hours.

They did not get a payment, said that it was my fault - had to follow it up.

Left several call backs to change my CAP as I was aware I was about to go over:

1) Never got a call returned.

2) Both CSR's questioned said they did not see anything logged - customers fault again huh, ironic.

3) My cap went over and they tried to charge me; I said that they did not call back for nearly a fortnight

4) Along with point "3" they failed to Email me any changes that "You can now not get your internet capped during the middle of a billing cylce and it only comes into effect at the start of the next month". So now I have used over my usage which is fine. But what is Orcon? A  Fukkn Telecommunications company, yet they fail on so many levels to do so well.

I swear I only stay with them cause my Girlfriend uses the PS3 to watch countless TV on Demand, which would destroy my CAP on Telecom. Also quite annoyed that they go on about "We have our own hardware installed" jargon and yet when I was with Telecom I was getting 8-10 MB (Basically 19-21MB Down) more then what I am with them... I live on Queen Street next to AMES, you should see how the IT community laughs about their piss poor service.

Orcon do yourself a favour, employee more customer service reps, follow up on your calls, let customers know of changes and if someone is living on  Queen Street, dont try and lie when they speed line being able to get more then 12-14 and then talk about the Geographic nature of the cables etc etc When they are well aware and with other ISP had far superior speeds... Even XNET after their downfall from 2007 onward gave better speed.

Yours Sincerly,

Another fukked off customer.


P.S And stop being cheap SOBS and give residential customers the option to have fixed or non fixed IP Address. Cheapskates.

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Master Geek


  Reply # 505777 12-Aug-2011 21:42
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I've come from Telstra to Orcon. I have NEVER had to wait two hours then get cut off when dealing with Telstra, which isn't suprising I guess when the Telstra internet service actually worked.

The phone system and options offered really needs some drastic work.


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Wannabe Geek


  Reply # 505784 12-Aug-2011 21:49
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I've had no internet or phone since 1st august just been on hold tonight
And keep getting cutoff

When I got threw yesterday they told me support is open till 1030 but they seemed to have closed early tonight 8:30

Ive had enough and am looking into anther isp

I will not be paying a early disconnection fee of $149 like orcon account s implied...

Emp

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Master Geek
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  Reply # 505801 12-Aug-2011 22:31
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Yup they have overcharged me with no notice of not being able to call back my calls and also not the notice about being unable to change my plan.

Both should atleast had Emails.

Would be surprised after how Voda has had the huge fine slapped on them, that they have not been on the 8"ball and been more prompt with their customer service/plans. 



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Master Geek


  Reply # 505810 12-Aug-2011 22:50
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Emp: I swear I only stay with them cause my Girlfriend uses the PS3 to watch countless TV on Demand, which would destroy my CAP on Telecom.


You know that TVNZ On Demand isn't on the O-Zone anymore, right? 



67 posts

Master Geek


  Reply # 505812 12-Aug-2011 22:56
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So turns out I know people in high places at Orcon (former colleagues from my days at ihug 10+ years ago).

If I understand correctly, what appears to have happened in my case, for the VOIP anyway, is that the service was provisioned for the Lite modem I was initially sent, and not updated to reflect the details of the full Genius modem that replaced it.

I suspect that may be what's happened to Splatty too?

As for still having the working POTS line? That's a different issue...??

94 posts

Master Geek


  Reply # 505816 12-Aug-2011 23:04
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Your thoughts sound pretty much on the button... I gathered from the manual that came with the genius was that it dragged my configuration settings down from Orcon.  But it doesn't, it basically just gives me a straight from the factory genius.  My Orcon account page still says that I have a Genius Lite....

How do we rectify this if we can't get through to anyone?  I've emailed, sent PM's, posted on Facebook, emailed the facebook support address, left two voice messages and a callback number and have had no response.

Wonder if Fair Go or Target would be interested in this debacle?

Emp

65 posts

Master Geek
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  Reply # 505826 12-Aug-2011 23:33
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DylanReeve:
Emp: I swear I only stay with them cause my Girlfriend uses the PS3 to watch countless TV on Demand, which would destroy my CAP on Telecom.


You know that TVNZ On Demand isn't on the O-Zone anymore, right? 


But any PS3 usage is? She uses it via PS3, is that gone now? =S Another hidden agenda. 

Emp

65 posts

Master Geek
Inactive user


  Reply # 505828 12-Aug-2011 23:37
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Yup do it, I was actually going to go to the CEO's office.

Last year, when I first started posting on here, read my posts, about those Indian callers saying they represent Orcon, this is your IP Address etc etc - how they know my phone number when its not listed? Network issues with Orcon security?? Oh right they just dial every Orcon number there is.

I mentioned this to them in regards to the calling, they flogged me off for months about it and now it was all over the news/newspapers etc etc this year.

What pissses me off the most is they wont change your IP Address. I don't want someone ringing me up and saying my IP address, ISP provider, my name.... How do they get my name? My details were not listed at the time - hello, they can't just guess this and I am not a idiot to register on "COME CLICK ME INSTANT $1000 YOU WIN NUMBER 10000000 VISITOR" sites.

But I was the customer, totally wrong, uneducated about ISP standards/protocols and general "way of life" as how they are run attitude.

Low and behold, what has occured.

Cheers Orcon.


[Mod (N8): Removed swearing and racist remarks.  Keep it civil please]

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  Reply # 505883 13-Aug-2011 07:46
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Emp:
DylanReeve:
Emp: I swear I only stay with them cause my Girlfriend uses the PS3 to watch countless TV on Demand, which would destroy my CAP on Telecom.


You know that TVNZ On Demand isn't on the O-Zone anymore, right? 


But any PS3 usage is? She uses it via PS3, is that gone now? =S Another hidden agenda. 


It seems you have been paying for the TVNZ OnDemand traffic since June 2011 then... And it doesn't matter what client you are using, it's about the destination.



 




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  Reply # 505886 13-Aug-2011 07:58
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Emp: Yup do it, I was actually going to go to the CEO's office.

Last year, when I first started posting on here, read my posts, about those Indian callers saying they represent Orcon, this is your IP Address etc etc - how they know my phone number when its not listed? Network issues with Orcon security?? Oh right they just dial every Orcon number there is.

I mentioned this to them in regards to the calling, they flogged me off for months about it and now it was all over the news/newspapers etc etc this year.



This issue is NOTHING to do with Orcon. It's Indian telemarketers who are just dialling every NZ phone number. Having an unlisted number doesn't prevent somebody from calling you.

94 posts

Master Geek


  Reply # 505905 13-Aug-2011 09:16
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and so another wasted morning on hold begins.  Phoned at 9am.  Waiting.  Sick to detah of the pan flute and dinosaur sounds.



67 posts

Master Geek


  Reply # 505925 13-Aug-2011 10:34
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From what I've been able to determine the modem gathers it's VOIP config based on it's MAC address (not sure which one though) - if there's been a problem with the modem provision then it seems likely that the correct MAC address may not be associated with your account in their VOIP system.

How do you get that fixed - no idea. Friend I spoke to last night believed he'd identified the issue, but he wasn't able to fix it himself.

I also have the porting issue - no idea what's happened there. We have speculated that the return of my Light modem and the reorder of a correct Genius modem may have had some impact on the service order request? Either pushed the date later, or cancelled it entirely?

Not sure how I can solve any of it at the moment though - I can't spend an hour (or more) on hold. And even if I do there is no guarantee that the CSR will actually be able to solve the issue.

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