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Topic # 89656 6-Sep-2011 21:20
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I see lots of posts here from users having problems with Orcon support, and people asking them to PM details etc. so they can get helped.

I have a ticket from February of this year, so who can I PM my details to, so I can actually get a decent reply from Orcon support, and maybe even a resolution one day?

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  Reply # 517773 6-Sep-2011 21:22
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No guarantees you will get any response here... you may be lucky, you may not.

I suggest you post something about your problem see what advice you get from others, and then see if you get any offers of help.

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  Reply # 517778 6-Sep-2011 21:29
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Rhodan: I see lots of posts here from users having problems with Orcon support, and people asking them to PM details etc. so they can get helped.

I have a ticket from February of this year, so who can I PM my details to, so I can actually get a decent reply from Orcon support, and maybe even a resolution one day?


The best thing if you don't get good enough support, is vote with your feet, as they then don't get your future business. There are other providers who do provide good support, and would be more than happy to have your business.

 
 
 
 


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  Reply # 517899 7-Sep-2011 08:04
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rscole86: No guarantees you will get any response here... you may be lucky, you may not.

I suggest you post something about your problem see what advice you get from others, and then see if you get any offers of help.


Yep without any detail as to what the issue is no one would know if they are able to help or just add to your issue. A pm to the wrong person could just take a long time to make its way to the right one.

Post some details of the issue you have had and see where it gets you.

A ticket open since Feb is poor service for sure, it really depends on what the content of it is, where it got to and if its even in the right queue.

Paul




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  Reply # 517918 7-Sep-2011 08:55
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It's for residential, not business.

In February I was told my connection was being moved to a Telecom roadside cabinet, and after that had been completed, my broadband speeds had dropped and were actually very unstable. There was crackling on the line too when making calls.

I did a bunch of diagnostic speed tests etc. as requested by Orcon support, sent that in. Eventually I noticed the speeds had stabilized, although slower than what I used to get.

Eventually a Chorus tech came out to the house, tested everything OK, said that's the fastest I would get, although I was getting faster before I was moved to the roadside cabinet.

He then said that I wasn't actually connected to a roadside cabinet, but was in fact still connected to the local Exchange. Even though my billing was affected back in February with the higher price of being on a wholesale connection (I do get a discount to keep it at the same price), and the fact that my speeds were affected.

So that's where I am up to, all of this has from February, and I don't get anymore replies from Orcon support to explain why I was told I'm on a roadside cabinet, when I am not.

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  Reply # 517926 7-Sep-2011 09:12
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You can check here if you are infact on a cabinet.
http://www.telecomwholesale.co.nz/redirect.jsp?/maps

It sounds like you are connected to the DSLAM in the exchange and not the one in the cabinet. Depending on if you are in a cabinet or exchange area.

Take a look at the map site and PM your details to me, i will pass them on to our level2 guys to do some line checks.

Post back here what you find from the broad band map, minus identifying details of course..
You should also post your modem stats for other forum members to comment.

Paul

Edit: modem stats comment




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  Reply # 517958 7-Sep-2011 09:51
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The map says I'm connected to the Exchange.

Will PM you details now.

I guess this is coincidence, I just got an email from Orcon, saying I'm getting a free plan upgrade? "Orcon At Home Broadband Best Deal Ever 30GB".

If that's the case, how can I be on a roadside cabinet as Orcon support have stated?

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  Reply # 517975 7-Sep-2011 10:15
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If the map says you are on an exchange then unless your area is still to be cabinetised you will remain on the exchange.

Does the map give any details for when you may move to a cabinet?

The email is pure coincidence, i haven't talked to anyone yet about your issue.
The offer is for people that are able to be connected to our own equipment, again only in exchanges.

Paul




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  Reply # 518004 7-Sep-2011 10:54
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I don't see anything about moving to a cabinet on that map, I have PM'd you my address though, and forwarded you some emails I have regarding my tickets.

Just worried now my connection might be messed up again with that coincidental email I received about my "Free Upgrade" - as every time I move house, or my plan gets changed, something goes horribly wrong and I spend days and weeks on the line to Orcon support.

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