At 09:51 a.m. 8/11/2004, you wrote:
>Well, telecom managed to sort out their end this month - the jsu page now correctly states I'm on the surf plan.
>
>Unfortunately, I'm still limited to 128kbps. I reset dsl (and then ppp for the hell of it) and that made no difference.
>
>Rang the jetstream helpdesk, who informed me that they were the XTRA jetstream helpdesk and couldn't help me because I wasn't an xtra customer (first time I've heard that from them). He did confirm that everything said 256kbps surf at his end.
>
>So rang orcon... been on hold to them for the last 40 minutes... every 20 seconds it tells me that they will be with me in <pause> ONE <pause> minute... someone really needs to fix their IVR.
>
>Orcon's service is really quite bad... they never reply to emails, they have a (so far) 40 minute plus wait time on their helpdesk, and their IVR always says the wait time is one minute.
>
>Has anyone here had any GOOD experience from Orcon's helpdesk ?

This is a reply to this and most of the other replies

I'm currently on Orcon and I've used the helpdesk once (well twice but they were quite close to each other). It was in the late evening and my wait time was about 3 minutes if I recall. They were helpful and able to deal with my problem satisfactorily. It def seemed better then the Telecom one at the time (At least I knew I was on hold).

While I would agree the current wait times are unacceptable, if your only experience with their helpdesk is post UBS, you might want to give them a chance. Remember that at the current time, a large number of people are being moved from Jetstream to Bitstream and that there appears to be many teething problem, most of them seem to be Telecom's fault. You might argue Orcon should have predicted this and prepared for it but I'm personally not quite sure how they could have done do so. Is it really possible to increase the number of call centre staff three fold or however many more people is needed to cope with the added volume for only a month or two when it is needed? Bearing in mind these staff would need to be able (and therefore trained) to deal with these problems and other problems as well, when I assume even the new staff are still learning how to deal with new Bitstream problems.

I have no idea how call centres are managed but it would sound to me there isn't any real easy solution to these problems. If there were not so many teething problems, things might not be so bad, but let's not go there...

Telecom's consumer helpdesk may also be getting an increased volume from Orcon and other UBS customers trying to get help but I would suspect it's not as large as the increase for Orcon and most calls are probably also a lot shorter then Orcons since they are quickly unloaded to the ISPs. Also, I would assume, Telecom has a lot more slack given the large number of customers they have (not just Jetstream either).

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