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Wannabe Geek


Topic # 96883 6-Feb-2012 11:22
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Does anyone know how to get Orcon/iServe to get their act together?

The Whangarei Theatre Company website has been down for 10  days now, and the problem seems to be beyond their ability to resolve.  When the WTC URL is entered the Orcon site appears - good publicity for them, but not if I have to resort to publicising their bad service.  (Tickets 1523826 and 1523907 refer, if the iServe techs are watching).

It is impossible to communicate with the same tech via either email or phone - assuming you can even get through by phone.  Interestingly they are still able to send out the bills for the service they're not providing, including a plan upgrade requested and charged for from November but not actually actioned until January when it all went haywire.


So if anyone knows how to resolve the problem please let iServe and me know.

An aggrieved thespian, who has better things to do than chase around for a service I have already paid for.     
     

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xpd

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  Reply # 577813 6-Feb-2012 12:10
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Try contacting @Orcon on Twitter - the guys who monitor Twitter are pretty onto it and should be able to point you in the right direction....





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  Reply # 577824 6-Feb-2012 12:32
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Although there are some Orcon folks monitoring this thread...

Is the iServe hosting correctly configured? Are the DNS A and CNAME records pointing to correct host?

Sorry for asking the obvious, but sometimes it escapes non-tech people...






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Wannabe Geek


  Reply # 577825 6-Feb-2012 12:37
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Not being a true Techiecouldn't say for sure if DNS A and CNAME are correct, though I can't see why they should have got lost.  They survived the transition from IGrin to iServe.
 

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Reply # 577852 6-Feb-2012 14:38
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Thespian: Does anyone know how to get Orcon/iServe to get their act together?


Give up.

I had a very positive blog post about iServe but deleted it after the appalling service and attitude we got from them and their support staff about a year ago. 

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  Reply # 577859 6-Feb-2012 15:03
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Thespian: Does anyone know how to get Orcon/iServe to get their act together?

The Whangarei Theatre Company website has been down for 10  days now, and the problem seems to be beyond their ability to resolve.  When the WTC URL is entered the Orcon site appears - good publicity for them, but not if I have to resort to publicising their bad service.  (Tickets 1523826 and 1523907 refer, if the iServe techs are watching).

It is impossible to communicate with the same tech via either email or phone - assuming you can even get through by phone.  Interestingly they are still able to send out the bills for the service they're not providing, including a plan upgrade requested and charged for from November but not actually actioned until January when it all went haywire.


So if anyone knows how to resolve the problem please let iServe and me know.

An aggrieved thespian, who has better things to do than chase around for a service I have already paid for.     
     


Hi Ian,

Firstly I'm really sorry to hear about the issues you've had getting support from our Hosting team.

I've spoken to the Hosting team regarding these two tickets and I'll be getting them to check them out ASAP for you.

Cheers,

Cam 

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  Reply # 577873 6-Feb-2012 16:13
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Thespian: Does anyone know how to get Orcon/iServe to get their act together?

The Whangarei Theatre Company website has been down for 10? days now, and the problem seems to be beyond their ability to resolve.? When the WTC URL is entered the?Orcon site appears - good publicity for them, but not if I have to resort to publicising their bad service.? (Tickets 1523826 and 1523907 refer, if the iServe techs are watching).

It is impossible to communicate with the same tech via either email or phone - assuming you can even get through by phone.? Interestingly they are still able to send out the bills for the service they're not providing, including a plan upgrade requested?and charged for from November but not actually actioned until January when it all went haywire.


So if anyone knows how to resolve the problem please let iServe and me know.

An aggrieved thespian, who has better things to do than chase around for a service I have already paid for.? ???
?????


Is it just a static website without a content management system backend? If it is a CMS it is possible it was hacked, especially if you haven't updated it recently, as old insecured versions with security holes can get hacked

If you have got everything hosted by them such as email and website, you shouldn't need to change any of the domains zone settings.

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  Reply # 577898 6-Feb-2012 17:34
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After 10 years of faithfully supporting Orcon and referring our valued clients to them and watching slowly and surely drop customer service standard after standard, and after 5 bad experiences with iServe in a row, I gave up on Orcon and have been moving clients to other providers. In my opinion most of the executive team of Orcon are so out of touch with customer service, and pay no attention when it's brought to their attention, preferring to acquire without processes in place and let the customers put up with terrible service.

There are some very good talented people with great customer service skills at Orcon still, sadly not enough to make a dent in the poor service offered by the others.

Orcon continues to underestimate the popularity of it's promotions and ruin good promotions by poor end user experience time and time again.

This is my experience and opinion and should be seen as such.



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  Reply # 578047 7-Feb-2012 03:33
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Thespian: Does anyone know how to get Orcon/iServe to get their act together?

The Whangarei Theatre Company website has been down for 10  days now, and the problem seems to be beyond their ability to resolve.  When the WTC URL is entered the Orcon site appears - good publicity for them, but not if I have to resort to publicising their bad service.  (Tickets 1523826 and 1523907 refer, if the iServe techs are watching).



10 days is unacceptable even for low grade cheap shared hosting,

I would vote with my wallet and move the site to a different provider tbh. 

I've used these and can generally recommend them:
 
http://www.openhost.co.nz/
http://www.sitehost.co.nz/hosting/shared-hosting 
http://www.webslice.co.nz/

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  Reply # 583896 20-Feb-2012 14:20
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Thespian: Does anyone know how to get Orcon/iServe to get their act together?

The Whangarei Theatre Company website has been down for 10  days now, and the problem seems to be beyond their ability to resolve.  When the WTC URL is entered the Orcon site appears - good publicity for them, but not if I have to resort to publicising their bad service.  (Tickets 1523826 and 1523907 refer, if the iServe techs are watching).

It is impossible to communicate with the same tech via either email or phone - assuming you can even get through by phone.  Interestingly they are still able to send out the bills for the service they're not providing, including a plan upgrade requested and charged for from November but not actually actioned until January when it all went haywire.


So if anyone knows how to resolve the problem please let iServe and me know.

An aggrieved thespian, who has better things to do than chase around for a service I have already paid for.     
     


you got your udai?  you got your files?  move! 

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  Reply # 583907 20-Feb-2012 14:34
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mercutio: you got your udai? you got your files? move!?


He hasn't returned here...

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  Reply # 583909 20-Feb-2012 14:36
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I see the website is up and running again.

If this is another case of soapbox. and there's no update to this story I'm tempted to lock, bury.
 




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  Reply # 583936 20-Feb-2012 15:05
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It annoys me when people just complain about bad service but then don't move to someone who can provide better service.....





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  Reply # 583957 20-Feb-2012 15:41

Zeon: It annoys me when people just complain about bad service but then don't move to someone who can provide better service.....


I PM'd him at the time offering my help in moving it to another provider, but didn't get any reply. He must have got satisfaction in the end if it is working again. Would have been good for him to post an update.

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  Reply # 583995 20-Feb-2012 16:12
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Zeon: It annoys me when people just complain about bad service but then don't move to someone who can provide better service.....


well i'm curious how people find different providers in a way.  thing is you don't usually see anything positive - just negative.  i suppose some kind of review site is needed. 

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  Reply # 584092 20-Feb-2012 18:33
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Zeon: It annoys me when people just complain about bad service but then don't move to someone who can provide better service.....


+1 so annoying! 

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