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3 posts

Wannabe Geek


Topic # 89439 2-Sep-2011 10:39
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On the 13th of July my new upstairs neighbors got connected with a new provider. For some unknown reason on the same day I got cut off from my Orcon services. So I obviously started calling them. 4 different people could not work out what was wrong. Finally I get through to a woman how tries everything to work it out. After a lengthy phone call she found the problem.

It would seem that due to the connection upstairs Orcon thought I had changed ISP and cut off all of my services. The services that I had been using were now not available but they had a new package. Genius Lite. So I signed up for that and was told I would receive my modem that week and should be connected a few days after that.

So by the end of July I had a modem but still had a connected phone line. A few more days of waiting and the line dies. Plug in the modem and nothing! No connection. Call after call and reset after reset still not working. The last call I had with them took 40mins on hold and they got me to check a couple of things. Still no connection. It seems that every person I spoke to knows something different to try or test. Very strange.

Anyway a receive a call at the start of the week from Orcon saying that an enginer will be sent out to check the line and he will call me. It's the end of the week and still nothing.

2 months, no internet. What gives??

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  Reply # 515562 2-Sep-2011 10:42
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Hi

Do you have a ticket number I could look at?


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  Reply # 515570 2-Sep-2011 10:48
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To be honest mate you should have logged it as a line fault rather than trying to upgrade as part of it (wellw ithout doing your research anyway). Orcon genius is massively popular and many people are reporting teething issues. if I were you i would have got the issue fixed as a fault, then in a couple of months time looked at Genius.





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  Reply # 515575 2-Sep-2011 10:49
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jimmyolsen: On the 13th of July my new upstairs neighbors got connected with a new provider. For some unknown reason on the same day I got cut off from my Orcon services. So I obviously started calling them. 4 different people could not work out what was wrong. Finally I get through to a woman how tries everything to work it out. After a lengthy phone call she found the problem.

It would seem that due to the connection upstairs Orcon thought I had changed ISP and cut off all of my services. The services that I had been using were now not available but they had a new package. Genius Lite.


That's pretty bad. The fact that they no longer offer the service that you had shouldn't have stopped you from continuing to get it though I would have thought. As you didn't cancel the service, I would have expected you to still be able to get it, not be prevented from getting it from their mistake. Hopefully someone from Orcon will come along here and resolve it for you, as they tend to do.

I wouldn't be happy with that senario.



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Wannabe Geek


  Reply # 515576 2-Sep-2011 10:51
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Yeah I wish I did. Think I got a bit roped into the sales pitch.

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  Reply # 515639 2-Sep-2011 12:18
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Have you taken the offer to contact SoundDude up in the replies and provide a ticket number?







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Wannabe Geek


  Reply # 515640 2-Sep-2011 12:19
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Yes already done that and apparently it's been given to the right people to fix it.


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  Reply # 516300 3-Sep-2011 23:52
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It would seem that due to the connection upstairs Orcon thought I had changed ISP and cut off all of my services. 


This is likely not orcons fault ... when the upstairs connection was requested the order would have likely gone thru for 123 abc street and the ISP for that new connection just requested that it replace the existing one at that address.




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