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Thread ID: 50946 2004-11-07 00:40:00 Orcon + service = crapola Greg S (201) Press F1
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288935 2004-11-10 21:28:00 Mine has been active since last week. I haven't noticed any difference - but that was the plan, wasn't it? Download unlimited and one monthly bill. POTUS (5276)
288936 2004-11-11 07:23:00 Tip: If you can't get through to technical support then just press 1 straight after phoning orcon to go to the usual 'signups' option. Generall far more success in getting through.
They are having problems with their phone system at the moment (obviously).

Yes Orcon have been crap the last few weeks BUT Telecom haven't helped one bit.
In changing to bitstream I've been completely cutoff by Telecom and overcharged for jetstream disconnection. Ok the overcharging bit was fixed after I phoned telecom but I've no intention of paying the rest till they connect me over to Bitstream properly. Orcon have been consistenly let down by Telecom in this area, leading to frustrated customers. I've now gone over a week without ADSL because Telecom can't sort their crap out or give straight answers, so I never know what's going on and neither do Orcon half the time - currently on a free dialup Orcon have lent me in the meantime.

Seems like one level of service for Telecom's own customers and a completely inferior level of service for wholesale customers.

Wired Country is looking a very attractive option right now. 		manicminer (4219)
288937 2004-11-18 05:08:00 Here is what they said in Yesterday Orcon eNews which you can read here: www.orcon.net.nz

>Helpdesk Overload

In anticipation of the load that our helpdesk would come under because of our BitStream promotion and other advertising campaigns, we increased the number of simultaneous helpdesk people on our team from 12 people to 26 over the last couple of months.

However, our call volumes have actually quadrupled because of UBS provisioning issues, and therefore we are on the back foot at present. Wait times on the helpdesk have increased from less than a minute to around 1/2 an hour, and we are having difficulty getting emails answered.

We believe that as soon as the majority of our UBS users are
provisioned, that we will have more than enough helpdesk staff and our service levels will rise back to 'excellent'. We expect this to be somewhere in early December, and hopefully sooner.

at lest they say that they have a problem

>BitStream Provisioning Update

Progress
We are currently around 1/2 way through provisioning the list of
several thousand customers that we have had sign up for our UBS service. When UBS was first proposed to us, we assumed that it would be a fairly simple process for us to get our users moved across from Telecom JetStream. However, this has not been the case, and the UBS moves have been a very manual process with us having to perform many tasks to get each customer working. Telecom is only able to move a maximum of 90 customers across per working day, or around 3,000 per month - we have now been moving customers over for 1-2 months.

Failed Transfers
There have been some issues with Telecom disconnecting customers from JetStream, and then not re-connecting them to Orcon UBS. This is as frustrating for us as for the customers. As soon as this has happened we have begged Telecom to get customers back up and running, but in a small amount of cases, customers have been left without a usable connection for a week or more. We believe that we have developed a process that minimizes these problems going forward, although we are really at the mercy of Telecom on this issue.

Bandwidth
Some users have reported unstable ping times and throughput issues on UBS - this is a result of the 'power' users moving to UBS first and congesting the links between us and Telecom (which have to be a fixed size, and Telecom won't increase for us). Based on the fact that our JetStart service did not have problems, we expect that once the majority of our users are moved over, these problems will go away because the 'mom and dad' users will balance out the 'power users'. All ISPs including Xtra have to contend with these congestion issues if users pull too much traffic all at the same time, as the average allocated capacity for DSL users is the same for all ISPs. 		stu120404 (268)
288938 2004-11-18 05:58:00 If you are looking for a ISP that will answer quickly try Quicksilver .

*Waits for Chill to start battle of the ISP employees* 		Ashley Matthews (550)
288939 2004-11-18 07:16:00 Well I was supposed to be switched over to bitstream yesterday, but it seems to have happened this morning... with the result that I can't access the Internet AT ALL via my adsl account! GRRRRRRR

I'm mad as hell at Orcon not telling me there was a risk that I'd be without my account at all! Helpdesk took 30 minutes to get through to, with the inevitable result that they blamed Telecom GRRRRR

ETA for resumed service is supposed to be tomorrow GRRRRRR

At least they've given me temporary free dial-up access, but boy what a bummer! :( 		Greg S (201)
288940 2004-11-18 07:45:00 Well, i have no problem with telstra/paradise phone help . .
but take a sqiz at this automated email:





Your question has been received . You should expect a response from us
within 4 business days .


To update this question by email, please reply to this message .
Because your reply will be processed automatically, you MUST enter
your reply in the space below . Text entered into any other part of
this message will be discarded .

[===> Please enter your reply below this line <===]

[===> Please enter your reply above this line <===]

To update your question from our support site, click on the following
link or paste it into your Web browser .

Alternatively, you may call us
Customer Services 0800 467 272, option 1 between 10am and 9pm
Helpdesk 0508 888 800
. custhelp . com/cgi-bin/paradise . cfg/php/enduser/acct_login . php?p_userid=xxxxxxxxxxxxxxxxxxxxxxx&p_next_page=myq_upd . php&p_iid=329274&p_created=1100630534" target="_blank">paradise . custhelp . com 		personthingy (1670)
288941 2004-11-18 07:54:00 I just tried the phone help @ Paradise/Telstra
It took 2 minutes to navigate through the "press 1 for xxxxx" section, and ONE ring before a human answered the phone, and took my enquirie.

Pretty good ey?????

:-)
Chris 		personthingy (1670)
288942 2004-11-18 08:53:00 > Well I was supposed to be switched over to bitstream
> yesterday, but it seems to have happened this
> morning... with the result that I can't access the
> Internet AT ALL via my adsl account! GRRRRRRR
>
> I'm mad as hell at Orcon not telling me there was a
> risk that I'd be without my account at all! Helpdesk
> took 30 minutes to get through to, with the
> inevitable result that they blamed Telecom GRRRRR
>
> ETA for resumed service is supposed to be tomorrow
> GRRRRRR
>
> At least they've given me temporary free dial-up
> access, but boy what a bummer! :(


Greg. If you get connected tomorrow count yourself lucky. I've been disconnected for 2 weeks now during the changeover.
I'm on a free dialup at the moment.
Oh well...at least I'm saving some money this month. Orcon have waived this months bill and Telecom seem to have wiped the $100 dollar disconnection fee that I faced for swapping from Jetstream to Bitstream.
It's a pain now I'm used to that extra speed. I've only had ADSL for a couple of months after being stuck on dialup for almost a year before Telecom finally got round to installing ADSL on my exchange. 		manicminer (4219)
288943 2004-11-18 10:30:00 Well....my experience has been positive,

I only signed up for the unlimited 128k plan for $50 a month,which came with an upgrade to 256k.

As advised the changeover happened on the date specified,all i had to do was change my log-on and its all roses......apart from the 2 days that all net feed stopped.....Couldn't be buggered ringing them and it sprang back into life yesterday.... 		metla (154)
288944 2004-11-19 21:11:00 Well I got my adsl connection back this morning, and can't help wondering if it's more than a coincidence that today's the start of my monthly Telecom billing cycle.

Anyway, the bitsream service seems really good so far - getting approx 280kb/s speeds on my 256k plan. 		Greg S (201)
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