Tauranga resident Gabrielle Freitas is fed-up with a lack of service from internet and phone provider Orcon.
'I moved to a new house over two weeks ago,” says Gabrielle.
'I had organised for their (Orcon) services to be set-up a week before I moved and I'm still waiting for it; it's very frustrating.
'I spent more than five hours with them on the phone and they haven't sorted anything out.”
Gabrielle and her partner Shaun Wood need the internet at home as they both work from there.
Shaun owns an electrical company and Gabrielle is a massage therapist.
She has been using her mobile phone for the internet and to make calls.
'It costs a lot.
'I have been a customer with Orcon for around five years and haven't had any problems, but because we moved into our own home, we required a different line and ever since we have had problems.”
Gabrielle says she requested to talk the manager at Orcon and was told she would be contacted within 24-48 hours, but she still hasn't heard from them.
'It's a New Zealand supplier and I don't think it's right to wait for two days for a reply from the manager when you have been waiting for over two weeks.”
Gabrielle says she will wait for Orcon's response this week before making any decision about changing suppliers.
12 comments
hello any one out there
Posted on 28-09-2011 12:28 | By Real
I have been an Orcon customer for 10 years plus and never had a problem until three months ago when my internet speed came to a crashing crawl. (I'm guessing not there fault but a Telecom exchange upgrade) After 7 weeks 12 different people I spoke to at Orcon and a plan change which included transferring my phone service to them not to mention a lot of frustrations and nasty words being shouted I finally got a positive result. Being in IT I knew where the problem was but getting some one to listen and actual proceed with the fix was the issue. So for 4 weeks now it's been great until last week I noticed my speed had dropped off again. No point speaking to the help desk they just have cue cards they read off and seem to be ill informed on how things work. Telecom that apparently owns the lines and the exchanges I think are a big part of the problem as since the Labor government got them to unbundle services ( to entice more competition and make services cheaper which they are not )no one wants to take responsibility fixing issues that effect another ISP client. All in all the whole Telco industry in NZ needs a good overall as we have one of the most expensive 1st world country Telco services I know of.
Response from Managers
Posted on 28-09-2011 12:29 | By AdrenaNZ
You wont get a response from them. I have been waiting for one since the 1st september when i emailed them and havent got one. So i understand your problem we had the exact same when we shifted. Notified them three weeks in advance and three weeks after we moved we were sorted. But they dont take the blame for any of the problem. The time spent on hold is amazing you wont get anyone for at least 30 mins plus.
Orcon Fail
Posted on 28-09-2011 12:35 | By locksmithguy
I also moved recently and sorted to change phone and email as well over a month before we moved then call week before to confirm it to find the had no record after an hour on the phone they said it would be connected when we move but the internet would be a year!!! as the was no slot for broadband after another 5 or so phone calls with at least a 25 min wait just on hold and over 10 emails it and the threat of going with a new provider suddenly it was going to be hooked up the next week even though the caller id did not work for a month even though I called and emailed more about that. Then the had the nerve to charge a connection fee the never told me about and the caller id that was not working which the waved after I refused to pay it. Every problem i have had with them is always another person or companies fault they never admit to there stuff ups. I would not recommend them to anyone and am looking at new providers my only problem is changing my email as i also work from home and my email is known. Well thats my rant hope Gabriell and Shaun find a better provider.
Normal...
Posted on 28-09-2011 13:26 | By wreck1080
Check any ISP in the world, and you'll find similar stories.But, usually only a minority of customers are affected with such issues. You never hear from the majority of customers with no issues. But, frustrating when you're the one stuck with a problem. In my personal opinion Telecom are the best ISP, but maybe not the cheapest.
Hung up on us
Posted on 28-09-2011 14:05 | By netmatters
While we were moving offices a few months ago we had over a week without Internet access (not great for an Internet Marketing company) and when we dared to complain about it we were hung up on AND then...they simply stopped taking our calls! I am incredulous even as I type this out.
Just a joke
Posted on 28-09-2011 15:32 | By gabigarate
Honestly I have spent over 5 hours on the phone waiting someone to tell me what was going on. They said they would have to email their manager then the person responsible would call me back within 24 to 48 hours this was last sunday and Im still waiting for a call from the manager?? An email takes few seconds to delivered so why to wait for so long?
Eeeek
Posted on 28-09-2011 15:42 | By DRich
I feel for all of you: Telco mistreatment is a whole special kettle of fish. Better the devil you know, that's why i've binned orcon's latest marketing attempt
Internet
Posted on 28-09-2011 15:57 | By rayjonalen
Actrix tops the Consumers Isp surveys. They always answer the phone straight away. Try them.
ISP's!!!!!!!
Posted on 28-09-2011 16:50 | By IanS
All telcos & ISP's are the same I have had friends with problems involving most ISP's. I am with Telecom and once waited for 55mins for a help desk to answer. I put the phone on speaker and carried on with my work until they answered.
no one
Posted on 28-09-2011 21:41 | By Capt_Kaveman
understands that Telescum still hold the strings in it all just like the ph sectore to the power sector its all a joke
We're Happy to help
Posted on 29-09-2011 11:17 | By www.eol.co.nz
You don't have to put up with poor service from large uncaring Telcos. www.eol.co.nz is a local family owned company, and has been providing quality Internet for over 16 years. If you call us we PROMISE to answer your calls quickly and provide you with real solutions that work. It disturbs us to see stories like this in the media, no one should have to put up with this kind of service from their ISP big or small. We are giving away free Android tablets with most new connections at the moment, so if you give us a call or drop us an email we will do everything we can to exceed your expectations and offer you great Internet and telephone service.
Posted on 29-09-2011 13:59 | By maccachic
Orcon customer service is worse than terrible too. Half an hour being bounced / on hold between operators who couldnt help me (plus no way go back to the main after selecting the wrong number on their usless range of options), I gave up and sent an email (with the issues from the phone call) to which I got no reply. Then the cheeky ._____ sent me an email to rate their customer service to which I replied bluntly and still no response or help from them. How hard is it to set up phone and broadband!
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