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Topic # 89918 11-Sep-2011 12:59
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I used to love Orcon but the appalling service that I have received over the last couple of days has caused me to look for a new ISP (and for all my clients that I support).


Tried to get Genius installed on a new line that I had put in for my home office.  Got emails and texts that it was all connected, unfortunately still had a dial tone.  Made calls to Orcon (average hold time about 20 mins each time) was told that they would look into it and call me back.  After a few hours the dial tone disappeared so plugged in Genius router, nothing happened - no adsl sync or anything to suggest that it is connected to line.  After a couple more hours gave up waiting for promised call back and rang them again, was told that the reason no one called me back was that a 'priority ticket' meant they would call me back within 24-48 hours with an expected time that something might be fixed.  So two days to be told how long it would then take!  Was promised a call back the next day after midday with an update.


At 7pm after no call back tried calling again.  On hold for 40 mins this time - finally got through to 'provisioning guy' who had absolutely no empathy that being without a phone or internet was any big deal.  He then informed me that all tickets were priority.  He gave me the decency of looking at my file and said that it would take 3 - 5 days for someone to try and fix the problem as they used contractors and that was the best they could do.  By the way the weekend doesn't count towards the days!


In the mean time they then removed all my services from a completely unrelated account and it took a few more phone calls to sort that one out.  Can only assume someone found some link between the accounts and decided that I didn't really want two connections.   In this case I have to give kudos to Dan.B for excellent customer service in sorting it out.  Strange how you can be so grateful that someone was able to reinstate something that should never have been touched!


A mate of mine has been waiting for over two weeks now for Ocron to get back to him about slow sync speeds. Despite multiple calls and too many hours wasted on hold they just don't get back to him.  Not acceptable.

Wish I had read the forums before I signed up to Genius, didn't realise that a naked connection was so difficult to get installed properly and that Orcon's customer service had deteriorated so badly.


     

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  Reply # 519563 11-Sep-2011 14:27
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slotherby: Wish I had read the forums before I signed up to Genius, didn't realise that a naked connection was so difficult to get installed properly and that Orcon's customer service had deteriorated so badly.



The issues with Genius are the multiple steps required, it's not just a simple process of installing a naked DSL connection. Your number firstly needs to be ported, your existing DSL removed, a new naked DSL connection provisioned, and only then can you plug ypour modem it and get it retrive your new voice settings.

The process of getting a naked DSL connection is easy, in this case it's all the processes required to keep the number and change connection types which seem to be causing issues due to the massive demand.

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  Reply # 519567 11-Sep-2011 14:47
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TBH I have always decided now that if I'm switching anything other than normal things (ie plan, IP changes etc.) that it always gets done as a new connection for the reasons above. It's a real shame the process is so complicated as mentioned and Orcon rely on Telecom Wholesale for 2 operations (line cancellation and new line install).

But in saying that I think they would have been better to pull the advertisements and focus on switching customers across at a lesser number but over a longer period so they could focus on customer service. I wonder if they think that now too?





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  Reply # 519746 12-Sep-2011 03:59
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yes their services sucks BIG time.... I had wanted my phone line and number ported over and ended up with not only a new phoneline and number but the old one was still connected aswell it took a month of calling (and waiting on hold) for them to finally Lie to me by saying I couldn't have my old number back as it was in use NO SH@T SHERLOCK it's still connected to ME!!!! DUH and how did I find that out a kind lady at telecom told me when I rang to find out what was going on after I recieved a bill from them 2 months after it was supposed to be ported / disconnected from Telecom

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  Reply # 519749 12-Sep-2011 07:11
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I use to be with Orcon and they sucked!!!
The waiting times were awful.
With Vodafone now, they have been great, had a problem with my phone line yesterday (Sunday), rang the support number, within 2 rings i was connected to a CSR, he logged a ticket and the phone call was over in 5 mins.  1 hour later i got a text saying that a tech will have it fixed by 3pm today.   

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  Reply # 519793 12-Sep-2011 09:31
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Fabian: I use to be with Orcon and they sucked!!!
The waiting times were awful.
With Vodafone now, they have been great, had a problem with my phone line yesterday (Sunday), rang the support number, within 2 rings i was connected to a CSR, he logged a ticket and the phone call was over in 5 mins.  1 hour later i got a text saying that a tech will have it fixed by 3pm today.   


Update, phone was fixed by Chorus this morning by 9am.  Good on ya Vodafone!! 



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  Reply # 521146 14-Sep-2011 19:14
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Finally had a Chorus guy come around to my house today to 'connect' my line!  Only took 7 days.  He then started talking about a different phone number than the one I am having issues with.  After a few phone calls to his guys it was discovered that Orcon had provided them with the incorrect ASID, this is apparently what the telcos use to know which line they are talking about.

He explained that he couldn't do much unless he had the correct ASID - fair enough I thought. Unfortunately this meant another call to Orcon and a wave goodbye to my Chorus tech.  I was finally able to convince Orcon that they had used a duplicate ASID on my new connection and hence what all the problems were.

Was promised that 'provisioning' would sort it out.  I asked what sort of time frame this would be as I had already been waiting a week, the reply was that I would be contacted when it was connected.  But no idea when that would be.

If the Chorus guy hadn't been so helpful and explained the process I would probably still be waiting for Orcon to discover their error.  Why does the customer need to do the fault finding for them?

What I really like is that after every time I contact Orcon I get an email asking me how they did and would I recommend them to my friends.  Only wish their actual support was as efficient. 

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