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| Thread ID: 53276 | 2005-01-12 22:44:00 | Orcon ISP billing problems | craig.b (6571) | Press F1 |
| Post ID | Timestamp | Content | User | ||
| 313359 | 2005-01-12 22:44:00 | Is anyone else having trouble with Orcon and their billing? I moved flat nearly two months ago, and had to disconnect from their service and reconnect at my new flat because I was changing phone numbers. However, two months on, I am still being billed by them for the service to the old number. I have rung them twice, and now emailed them twice about the issue, and it is still going on. Whats more, is both times I rung their support staff have agreed with me that they are wrong. The first time I rang they said I would get a credit for the incorrect amount in the next bill, and the charge would not appear again. The next bill came, not only was the credit not there, but the charge for the old place was still there. I know that no-one in the old place is using the service on my acct too, because Orcon are actually only providing me with one connection (one IP), and the usage metrics match periods where I have turned off my gear for testing. I have no idea how I should go about getting them to sort out their charges, as I have not had a reply to either of my emails, and their support staff have been unhelpful to say the least. Is anyone else having similar trouble, or can suggest how I might stop them over charging me? Cheers, Craig. |
craig.b (6571) | ||
| 313360 | 2005-01-12 23:15:00 | Is this for dialup or ADSL? | ninja (1671) | ||
| 313361 | 2005-01-12 23:17:00 | This is for their UBS (ADSL) service. | craig.b (6571) | ||
| 313362 | 2005-01-12 23:53:00 | I just rang orcon now, and they told me that the problem was resolved and that I would recieve a credit for the two incorrect bills on my next account . never mind that I have had two months of hassle chasing them about the problem, and still have to somehow find the money to pay the over charges, and given that I am on a very tight budget at the moment I am probably not going to eat too well this week!! They blamed telecom an awful lot for the problems, which I really think is poor, given that all their advertising suggests that UBS is fully managed and controlled by Orcon . The support guy said that the reason I received a bill from them is because they recieved a bill from telecom for the line, and that I would get a credit for it when they got a credit from telecom . I think they need to do better than that to be honest, and I really feel I should have been told this from the first call, and I somehow doubt the problem is finished here, given that each time I have rung I have been told the issue will be sorted on the next account . Anyone know of any other ISP around offering at least 256K for $49 . 95 / month, with at least 10G international traffic, and free national? Cheers, Craig . |
craig.b (6571) | ||
| 313363 | 2005-01-13 00:07:00 | IHUG Bliink 256 down 128 up and UNLIMITED :thumbs: | EX-WESTY (221) | ||
| 313364 | 2005-01-13 00:13:00 | I moved flat nearly two months ago, and had to disconnect from their service and reconnect at my new flat because I was changing phone numbers . How much notice did you give them that you wanted to disconnect at the old location? |
ninja (1671) | ||
| 313365 | 2005-01-13 00:29:00 | More than three weeks, but they didn't actually disconnect the service as requested, as my router still showed a connection the day after it was supposed to be disconnected, so i removed the power from it, and rang them to inform them the service was still active. They informed me that it would stop that day sometime. When I rang them to connect at my new address, more than four weeks after my initial request for disconnection I got them to confirm that the service was stopped at my old address, and they said yes, the only service on your account is the free email account. I assumed that was the end of it, but when my next bill came it still showed the old number, and a full months service, so I rang and they said, ok that service has now been stopped, and we will credit you on your next account. Then the next bill came, and again it showed the old number - even though at no time since about a week after I moved out has the old number appeared in Orcon's online "manage services" system. Only my new service is there. Seems funny that their billing system can generate a bill for a non-existant service. |
craig.b (6571) | ||
| 313366 | 2005-01-13 00:46:00 | More than three weeks Their T&C requires a month (www.orcon.co.nz), so if your three weeks notice ran that into another billing period then they are quite within their rights to charge you for another month's subscription. At the end of the day whilst UBS is supposedly an Orcon product, it still involves Telecom, lots and lots of Telecom. Orcon won't be disconnecting your number, Telecom technicians will and I imagine the lead time on getting a Telecom tech out is significantly longer than you'd think. By the time it's been through the Orcon system, then loaded into the Telecom system, then actually done is likely to be substantial, I mean hell Orcon's helpdesk generally take over 4 days to reply to an e-mail. Sure it looks like they've cocked something up as well, but part of the blame rests with you for not fulfilling your contractual obligations to them, and part with Telecom for just plain being Telecom. |
ninja (1671) | ||
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