Orcon Reviews

Orcon started badly by billing us two "Genius" modems along with a $199 connection fee and a rental fee for the modem (which was not mentioned in any contract

Going with another provider now as there is not enough hours in the day to call their "Helpless" line.

Orcon started badly by billing us two "Genius" modems along with a $199 connection fee and a rental fee for the modem (which was not mentioned in any contract). The phone line has been a constant problem over 4 months connection. Calls are cut off, some callers cannot connect to our line, it echoes badly and now regular callers get an engaged signal OR "this number is not in service". Today we received an apology via email for "the delay in responding to our email and that our calls to the support line had been logged as a fault". Whoopee doo, that was helpful, what about some info about what is being done about getting our phone working and when! Going with another provider now as there is not enough hours in the day to call their "Helpless" line. Would also give a "zero" for Support and value, but site will allow a minimum of one.

Cut my existing line off in preperation for new connection (did not tell me)

I asked if I would be receiving some sort of credit as I am paying for a non existing service, was told broadband was not a guaranteed service. Very poor.

Joined.... waited six weeks for a connection. Cut my existing line off in preperation for new connection (did not tell me) Was advised not to turn Router on until I had received an email stating I could (never received so was without phone until I phoned them, they said Oh you can turn it on now) Phone line has stopped working on numerous occcasions and will only start again once Router turned off and on. Phone and internet stopped working a week ago, have been on hold 15 times in the past week for over an hour on average and cut off after an hour frequently. I had a prowler and could not phone authorites during this period as I had no phone. Have been told on several occasions this would be fixed and I am still waiting! ALSO... have been told twice that they have no record of my calls to them!!! Steer clear. I asked if I would be receiving some sort of credit as I am paying for a non existing service, was told broadband was not a guaranteed service. Very poor.

Waited 2 weeks for any action

Only just signed up with Orcon Genius-waited 2 weeks for any action. Finally got online & speeds are good. As everyone has staed there is no Customer Service unless you can sit and wait for at least an hour. I've got fingers crossed that things will improve or else I'll be ditching them & looking elswhere-but let's face it, most NZ companies are full of promises but when it comes down to it they are rubbish. I'd give Cust support zero but I have to give it one apparently.

10 days waiting times for a modem that was broken

Most of which time they weren't even providing me internet

3 hour wait times on support. 10 days waiting times for a modem that was broken anyway. then to be told that it was in the C&T's that they could take upto ten days to sort anything. and then said it would be a 30 day period before I could leave, most of which time they weren't even providing me internet. Need to figure out what ISP stands for...

Have had problems with Orcon since joining and its nearly impossible to get any help with them.

Address this Orcon I am now switching away from you.

Worst service EVER! Have had problems with Orcon since joining and its nearly impossible to get any help with them. One point no phone or internet for over 7 days - spent hours trying to sort that out + other issues. Recently have emailed them probably 20 + times and have put through formal complaint and left numerous messages for them to ring me ... still waiting for a response and this started at the beginning of February! One person in their call centre informed me "we got to big to fast and we have no way of coping with all the customer service issues... hopefully when we get a new call centre some of them might be addressed..." well address this Orcon I am now switching away from you.

Unbelievable customer service - any one that stays with them should be aware of this

There are much cheaper deals out there from other more reliable providers.

I have had good dealing with orcon when signing up 30-50 customers with them over several years and i have been a good loyal customer the whole time but in the last 6 months i have been trying to get them to fix a toll call issue in which they have failed my patience to use a service which i have bben paying them for has run out so i have move providers but now orcon is still trying to charge me for the service that they haven't provided!!! so they seem to be taking on the same attitude that led to the big move away from telecom, unbelievable customer service any one that stays with them should be aware of this becuase if i were you i'd move to teach them a leason as for the value for money at the moment there are much cheaper deals out there from other more reliable providers.

I have called numerous times and waited well over 20 mins each time, but phone never answered.

Ever heard of putting the ambulance at the top of the hill Orcon??

We have had many problems with Orcon, even right from the beginning. I have tried to get hold of them recently because the stepping from one line to another has dropped out, and messages aren't coming through for a few days. I have called numerous times and waited well over 20 mins each time, but phone never answered. I emailed support a week ago, still heard nothing. Emailed the person we dealt with first, who said he is not in that department but will try to get someone to get back to me (the sign off on the email says Helpdesk Team Leader - go figure). He says they know there are long wait times but that will be fixed next month as they are opening up another call centre. I suggested they would be better to get more people to fix the problems. Ever heard of putting the ambulance at the top of the hill Orcon??

Past few months have been a disaster and they couldn't care.

Stay away from this ISP. They started out well and are now a cot-case.

Took up Orcon's bundled Broadband & landline service 2 years ago. Included voicemail. Past few months have been a disaster and they couldn't care. Problem has been with phone service, and any time we've tried to sort it out, takes at least 30 mins to reach anyone, and then they can't or won't do anything about it. From about 3 months ago we found we couldn't dial our most commonly used local number (AUT) without it dropping out. Logged a query with Orcon 3 Feb. Followed up 2 weeks later when we'd heard nothing back and problem still there. Was told our query had been closed!! Asked them to open it again. This time they said it was prioritised. Another 2-3 weeks later we followed up again, and were basically told that it wouldn't be fixed any time soon. Couldn't believe it. An Orcon customer can't reach a very commonly called Auckland number, and they call that service ...! Icing on the cake was around same time 21 voicemail messages appeared out of nowhere, extending back 3+ weeks. When asked about this, the response was that there'd been some server issue that'd been fixed and they thought they'd redirect the messages back to us rather than delete them. It was as if they were doing us a favour. Unbelievable. Stay away from this ISP. They started out well and are now a cot-case. Have over-extended themselves and now cannot provide the services they claim.

In the last 2 -3 years Orcon's customer service and reliability has taken a massive dive.

If we weren't due to relocate to Sydney in May we'd have dropped Orcon months ago.

Orcon offer (on the surface) fantastic deals to get you on board. As soon as that ink has dried on your signature, you're no better than the chewing gum on the bottom of Rt Hon Amy Adam's high heels. Joined Maxnet in 2000 who were absorbed by Orcon some years later. In the last 2 -3 years Orcon's customer service and reliability has taken a massive dive. Minimum 20 minute queues for call centre service. Two instances in last 12 months where voice and internet service has been lost for 3-4 days - and it's not a high priority for Orcon (WTF?). And to top it off, offering us a credit for the lost days as if they were doing us a huge favour by giving us the credit. In fact, both times I had to ASK for the credit. In the last 3 months, just getting hammered with Spam ever since Orcon had a mail server problem. Recently sending a new connection pack to us (turned the courier away) - and calling Orcon to tell them that they need to contact that person to get their correct address, only to have the courier come back with the same package for the same person... And their service centre is NZ based which clearly illustrates that you don't need to outsource your service centre to a 3rd world nation to get hopeless service... If we weren't due to relocate to Sydney in May we'd have dropped Orcon months ago.

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Orcon management sucks. I have been a loyal customer since their launch, during which time I put hundreds of people on to Orcon. At that time all was good, reasonable rates, good speeds, and based in Albany - good service. Now the downfall when they were bought out and had sudden growth, their services crapped out, technical backup pathetic - thats if you manage to get through, as voice message due to load, ... try again later. Issue of excessive ussage seems very common. Even when no one was home and new passwords etc on wireless, there appears to be extreme traffic(upload and download). This has been over a year trying to get this sorted with Orcon. They persist that this is ligit from my computers(not even on or anyone there) My account kept increasing to over double what it should be. After monitoring the usage with software, Orcon still denied overcharging and cut my internet till I paid the account. Pd the account as was at their mercy due to job hunting at the time. About three months later and 17 unanswered calls to Orcon, I suddenly had a call from them asking me to please switch the router off as was using so much data that it was crashing their server. Now, no computers running, wireless not connected, and using excessive. Agreed to disconect the router and took it to them the next day. They still have not explained whats happened and only gave a small credit - less than 5% of my overusage. Still emailing and calling to find out the unexplained. They have now disconected internet and sent me a bill of over 700 dollars that needs to be paid or will hand me over to debt colectors. Yet still no explination and no returned calls or emails. Have since found out from many IT associates that their unexplained bills and crap service is verry common. They are now recomending alternate ISP's.