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5191 posts

Uber Geek
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  Reply # 564450 4-Jan-2012 19:47
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Interesting to compare this thread and UrbanMyth's...

One comes across as a request for assistance, with some good background info, one comes across as a rant. Guess which has had the best outcome.



2 posts

Wannabe Geek


  Reply # 566049 8-Jan-2012 12:22
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Hi Cam,

I've pmed you

 
 
 
 


236 posts

Master Geek
+1 received by user: 19


  Reply # 572478 23-Jan-2012 18:15
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Their service is certainly getting worse. I can't get phone or internet and the 2nd tier support haven't even contacted me yet. Four days later. Emailing for an update is pointless since noone replies

304 posts

Ultimate Geek
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Vocus

  Reply # 572645 24-Jan-2012 10:32
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Snackos, drop me an email on quentin.reade@team.orcon.net.nz with your details and I'll chase it up for you.
Cheers.




Head of Brand and Communications
Vocus NZ
[Slingshot, Orcon and Flip]


3179 posts

Uber Geek
+1 received by user: 786


  Reply # 572827 24-Jan-2012 16:16
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Similar problems here...

Yet again our phone line will not allow us to call particular numbers, and won't allow some others to call us. (And my parents, also Orcon customers, have exactly the same problem.) Not a good situation to be in when my job relies on me being able to receive phone calls!

I reported this fault on Friday. It's now the end of Tuesday (so four days later) and it's still unresolved, and I've had no-one from Orcon make contact with me to report where things are at. 

It's taken three phone calls since last night, including waits of up to 34 minutes, to have call forwarding to my mobile finally enabled.

I've emailed Orcon asking to allow us to terminate our contract without financial penalty, considering their failure to provide adequate service; and/or to provide appropriate financial compensation for the same - for both us and my parents (who are nearly in their 80s, and aren't as comfortable as I am in sorting out this mess).

Considering we left Slingshot mainly due to their poor service, I'm disheartened to be contemplating leaving another ISP, especially when I had heard good things about Orcon prior to coming over, and did enjoy a honeymoon of a few months' good service before things turned bad...

 

455 posts

Ultimate Geek
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  Reply # 572857 24-Jan-2012 17:11
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jonathan18: Similar problems here...

Yet again our phone line will not allow us to call particular numbers, and won't allow some others to call us. (And my parents, also Orcon customers, have exactly the same problem.) Not a good situation to be in when my job relies on me being able to receive phone calls!

I reported this fault on Friday. It's now the end of Tuesday (so four days later) and it's still unresolved, and I've had no-one from Orcon make contact with me to report where things are at. 

It's taken three phone calls since last night, including waits of up to 34 minutes, to have call forwarding to my mobile finally enabled.

I've emailed Orcon asking to allow us to terminate our contract without financial penalty, considering their failure to provide adequate service; and/or to provide appropriate financial compensation for the same - for both us and my parents (who are nearly in their 80s, and aren't as comfortable as I am in sorting out this mess).

Considering we left Slingshot mainly due to their poor service, I'm disheartened to be contemplating leaving another ISP, especially when I had heard good things about Orcon prior to coming over, and did enjoy a honeymoon of a few months' good service before things turned bad...

 


Welcome to service in New Zealand. I have bad experience with: Xtra, Vodafone, Orcon and Ihug in the past however you learn to except that most of the country is bad and bad service = loss of customer.




---------------------------------------------------------------
Nebukadnessar


269 posts

Ultimate Geek
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Orcon

  Reply # 574827 30-Jan-2012 09:12
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jonathan18: Similar problems here...

Yet again our phone line will not allow us to call particular numbers, and won't allow some others to call us. (And my parents, also Orcon customers, have exactly the same problem.) Not a good situation to be in when my job relies on me being able to receive phone calls!

I reported this fault on Friday. It's now the end of Tuesday (so four days later) and it's still unresolved, and I've had no-one from Orcon make contact with me to report where things are at. 

It's taken three phone calls since last night, including waits of up to 34 minutes, to have call forwarding to my mobile finally enabled.

I've emailed Orcon asking to allow us to terminate our contract without financial penalty, considering their failure to provide adequate service; and/or to provide appropriate financial compensation for the same - for both us and my parents (who are nearly in their 80s, and aren't as comfortable as I am in sorting out this mess).

Considering we left Slingshot mainly due to their poor service, I'm disheartened to be contemplating leaving another ISP, especially when I had heard good things about Orcon prior to coming over, and did enjoy a honeymoon of a few months' good service before things turned bad...

 


Hi Jonathan, I'm really sorry for lack of contact, that's definitely not good enough. Can you flick me a PM with your account details and I'll go prod someone with a sharp stick for you?

Cheers,

Cam 

3179 posts

Uber Geek
+1 received by user: 786


  Reply # 574834 30-Jan-2012 09:30
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bameron:
jonathan18: Similar problems here...

Yet again our phone line will not allow us to call particular numbers, and won't allow some others to call us. (And my parents, also Orcon customers, have exactly the same problem.) Not a good situation to be in when my job relies on me being able to receive phone calls!

I reported this fault on Friday. It's now the end of Tuesday (so four days later) and it's still unresolved, and I've had no-one from Orcon make contact with me to report where things are at. 

It's taken three phone calls since last night, including waits of up to 34 minutes, to have call forwarding to my mobile finally enabled.

I've emailed Orcon asking to allow us to terminate our contract without financial penalty, considering their failure to provide adequate service; and/or to provide appropriate financial compensation for the same - for both us and my parents (who are nearly in their 80s, and aren't as comfortable as I am in sorting out this mess).

Considering we left Slingshot mainly due to their poor service, I'm disheartened to be contemplating leaving another ISP, especially when I had heard good things about Orcon prior to coming over, and did enjoy a honeymoon of a few months' good service before things turned bad...

 


Hi Jonathan, I'm really sorry for lack of contact, that's definitely not good enough. Can you flick me a PM with your account details and I'll go prod someone with a sharp stick for you?

Cheers,

Cam 


Thanks for this - will do so shortly.

It's now TEN days since I reported the fault and it's still not resolved - well, according to Orcon this morning there wasn't even a problem!

The only contact I've had from Orcon since my earlier post was a call on Saturday confirming that the call forwarding to my mobile was in place - and this followed a conversation I'd had with Orcon the previous day in which I was told they thought they'd fixed the problem and they wanted to SWITCH OFF the call forwarding to confirm it was fixed. (They also said they'd call back once the forwarding was switched off - of course I never heard back, or had the forwarding switched off.) Contradicting themselves within 24 hours... 

And this morning I called again - apparently there were no 'tickets' open for my fault - so nothing was being done to sort the problems! They even indicated that I needed to have contacted them to let them know this... 

And there is still an open ticket for the email message I sent them about six-seven days ago (as detailed in my previous message above) - I'm yet to have any response to those questions.

So yes please I'd love it if you could do something to sort out this mess - both for us and my parents.
 

11 posts

Geek


  Reply # 584616 21-Feb-2012 15:30
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Hi I'm new to the board,

I was prompted to research the forums to see if many people were having issues with Orcon's service.

I just saw Jonathon's post above and it seems we may have the same issue. I reported mine on 10 January and I'm still waiting for a resolution. I can't ring certain local calling numbers, and sometimes they can't connect to me.

This wouldn't really be an issue in the age of the cellphone but one of those numbers is my work, and the other is the family Doctor. I'm on call for work (emergency services) and I'm not sure how many call outs this fault has cost me.

At this point I'm considering moving ISPs and going to the TDR service. Its a shame really because I'm happy with net side of things.

I used to work line faults for Telecom in the 80's. Back then this level of service would have been considered outrageous. Now it seems you just gotta grin and bare it.

I'd be interested to know if this is a wider issue.

3179 posts

Uber Geek
+1 received by user: 786


  Reply # 584640 21-Feb-2012 16:00
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BJ42: Hi I'm new to the board,

I was prompted to research the forums to see if many people were having issues with Orcon's service.

I just saw Jonathon's post above and it seems we may have the same issue. I reported mine on 10 January and I'm still waiting for a resolution. I can't ring certain local calling numbers, and sometimes they can't connect to me.

This wouldn't really be an issue in the age of the cellphone but one of those numbers is my work, and the other is the family Doctor. I'm on call for work (emergency services) and I'm not sure how many call outs this fault has cost me.

At this point I'm considering moving ISPs and going to the TDR service. Its a shame really because I'm happy with net side of things.

I used to work line faults for Telecom in the 80's. Back then this level of service would have been considered outrageous. Now it seems you just gotta grin and bare it.

I'd be interested to know if this is a wider issue.


Hey there

Good time to report on what happened with my problem (see earlier posts): Orcon took three weeks to "fix" the fault, though it took three calls for me to have the call forwarding switched off once this had occured!

Within a couple of weeks of the "fix", the problem returned on Thursday - appears to be limited to us not being able to call particular numbers.  Of course, it's not fixed yet and I've given up expecting to be kept in the loop as to what's happening.

I did end up complaining to the TDR; they were very helpful and considered I had a valid complaint; that said the very day they replied someone slightly more senior in Orcon finally came back to me and agreed to either pay a "good-will" sum to compensate for our problems OR let us leave our contract without having to pay the $200 fee.

Well, until the problem returned last week we were happy to leave it. However, the day prior to the problem returning we had received an offer from Telstra - $75 for phone and 40GB, free wireless modem, and two months' rental free) - which we've now signed up to (though I'm peeved at having to pay for caller ID!). Can't be bothered sticking with Orcon, thanks to this problem returning many times, the terrible wait times, and the apparent inability to follow through on commitments.

The problem we have had is clearly more widely spread, and BJ42's post confirmed this. BJ42 - whereabouts do you live? I'm aware of two other Orcon customers who are having exactly the same problems - my parents and a friend of theirs, with all three of us living in Palmerston North. All of us cannot get through to exactly the same phone numbers. Orcon is aware of the problem extending beyond one house - and it is clear to me that the problem is connected: when our problem was fixed temporarily, so was my parents'; when our problem returned, it returned for my parents. 

It'll be interesting to see if Orcon follows this problem up with a greater level of commitment than they've shown thus far - they've lost us as a customer, and would have lost my parents but for there being fewer options for them to choose from. 

   

11 posts

Geek


  Reply # 585044 22-Feb-2012 10:57
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You are bang on.

Palmerston North seems to be a black hole for local calling on Orcon.

At least I know it's not something on the subscriber side.

I've had minimal contact from their faults team (1 email, 2 missed calls). I'll try and get an update today. Good luck with TelstraClear. Their mobile helpdesk in Manila was diabolical! It took me 1.5 months to get a replacement sim sent out ha ha.

I don't really want the hassle of changing ISPs over a phone fault, I'd just like the issue corrected and some recompense for the lack of service.

Best of luck with the change. 

9 posts

Wannabe Geek


  Reply # 585946 23-Feb-2012 20:22
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I logged a fault a week ago for dial-up like speeds at peak hours, sent all the diagnostics they asked for and had no reply since. Tried to call support again a couple times but gave up after 30min on hold. What is the procedure for cancelling the service, do I need to wait another hour on hold to give them the disconnection notice? And how long in advance it needs to be?

1247 posts

Uber Geek
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  Reply # 586029 24-Feb-2012 00:29
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Comming in cold here.
Im a current Orcon Genius customer -im adding this as a disclosure.
Arent they adding a 2nd call centre shortly. Will this help??
Since we 1st joined up we had issues with support. But lately we have had no technical problems and no need to call up luckily by the looks.




GZMCC. Nokia Lumia 1020,Galaxy Note 8, Microsoft Surface Pro 4 i5 4Gb Ram,128gb, Cam Am Spyder F3 LTD.  GoPro 5 Black, Samsung Gear 3


3044 posts

Uber Geek
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Subscriber

  Reply # 586637 25-Feb-2012 13:12
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talisker: It annoys me a bit when reps of companies do that in here - i.e. post a message in the thread saying could you PM me? It would surely be better for them to just PM the customer, otherwise it seems like they want everyone to see they're doing something. This isn't the time or place for marketing - go to the customer directly, provide great service, then they might possibly report back here on their positive experience. Actually when someone's been banging their head against a wall with customer service reps for weeks, then quickly gets a response when they go public in this forum, it's kind of a bad look anyway and probably something you should just keep between you and the customer.

I realise this was asked a while ago, but they probably don't do that because as a general rule, one should be suspicious of any unsolicited first contact from someone claiming to be a representative of a company you deal with.  Especially since in the PM interface, Geekzone doesn't display that trusty little Orcon or Telecom or whatever badge, so you have no at a glance way to verify their authenticity, and would (or should) be naturally suspicious.  Asking you to PM them means that you check your thread, see that a bona-fide verified representative of the company is willing to help and is reaching out to you, and you just send whatever details are needed to get the ball rolling.

psychrn: Comming in cold here.
Im a current Orcon Genius customer -im adding this as a disclosure.
Arent they adding a 2nd call centre shortly. Will this help??
Since we 1st joined up we had issues with support. But lately we have had no technical problems and no need to call up luckily by the looks.

The second call centre is in the Philippines, with all the problems that entails.  It probably won't help.  For what it's worth, Orcon also splits Genius customers from everyone else when calling support, so I'm not sure if this means your customer service experience would differ from us non-Genius customers.

11 posts

Geek


  Reply # 588880 1-Mar-2012 14:26
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WooHoo!

After 8 weeks and half an hour on the phone my fault has made it to LEVEL 3!

I'm so proud.

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