As New Zealand moves to Alert Level 2, we wanted to give you a quick update on what’s happening on our side.

Our customers

We’re really proud of how our support team have been able to provide the same great level of service our customers expect while working from home throughout Alert Levels 3 & 4.

Our network

We’re happy to say that we’ve experienced no significant network problems and our network continues to be up to the task.

Our staff

The best way for us to maintain social distancing is to keep what’s working and stay home, so our entire team will continue to work from home until the end of May.

Need something else?

If you need a hand, you can still get in touch with us via all the usual channels, or check out our helpful guides:

• Tips and tricks
• Resolving issues

Many of us are heavily reliant on the internet to work from home, study, keep in touch with friends and family, or simply entertain ourselves. Check out our tips and tricks to make sure you're getting the most out of your connection and keeping your family safe online!

Your Wi-Fi

There are a couple of things to consider when trying to get the most out of your wireless service – where your modem is placed, how far away you are, possible interference, and how many people are trying to stream their favourite show at the same time!

Modem placement

Make sure your modem is somewhere central and out in the open for better coverage throughout your home. Keep it upright and relatively high if possible (just not on the floor) for the best setup. Check out our in-depth guide on modem placement for all the ins and outs.

Distance and interference

The wireless signal gets weaker the further you are from the modem, especially if there are other devices in the way. Appliances like microwaves and hot water cylinders are difficult for the signal to pass through so try moving a little closer to the modem or check whether a device is in the way – easy!

Congestion

Try limiting how many devices are connected to the Wi-Fi at once, this should free up space and improve overall performance. A simple change is to connect your big devices (like your computer or TV) directly to the modem through an ethernet cable. Head over to our wireless issues guide if you're still having trouble.

Google Wifi

It can be difficult to ensure your home has Wi-Fi at all corners, especially over multiple levels. The Google Wifi will help no matter what your situation is (even if you're simply after an upgrade) and deliver seamless coverage by creating a mesh network of individual Wi-Fi points that work together to spread a strong signal throughout your home. Log into My Orcon and check it out!

Our Family Filter

We understand that there are a range of nasties online and keeping yourself (and the littlies) protected can be difficult. Our awesome Family Filter is a non-intrusive first line of defence for you and your family that blocks a range of sites and unsavoury corners of the internet. Simply log into My Orcon and activate it – the first 12 months are free!

Need something else?

Check out these guides to stay up to date, for a little extra help, or how to contact us:

• COVID-19 updates
• Resolving issues
• Getting in touch

With NZ now at Alert Level 2, we'll all be trying to get out and about more often. For those times that we're still at home and surfing the web, it's easy to forget that the internet (or rather, the actual hardware) has its limitations!

Why is my connection slow?

There are a multitude of reasons why your speed could be slow but the most common issues revolve around the Wi-Fi. If you have multiple devices connected, the speed will be shared – each device getting a portion of the overall speed. Try limiting the devices connected to the wireless network, this will ease the congestion on your particular service.

The best option is to connect your big devices (like your computer and TV) directly to your modem through an ethernet cable. You'll achieve better speeds and get a stable service – far more so than what the Wi-Fi can do! This even frees up congestion on the wireless network for better performance all around.

If you're still having trouble, simply get in touch!

Can I upgrade my service?

Under Alert Level 2, all of our orders are back in full swing (with some added safety practices of course). If you want to change your speed, get fibre installed, or request a move, you can log into My Orcon and get an order underway.

I need more time to pay

Please let us know if you're having trouble paying your bills, we're more than happy to help! Check out our helpful guide on setting a future payment date if you simply need more time to pay.

Need something else?

Check out these handy guides for sorting some common issues you might face at home:

• Your VPN
• Fixing slow Wi-Fi
• Solving broadband issues

We're incredibly proud to say that our help desk is based right here in New Zealand and getting in touch is super easy! All of our general account queries are taken by email and live chat, we answer them super fast, and you don't have to mess about on the phone. Check out the contact page on our website if you need to give us a call for technical support, financial assistance, or to organise a move house order.

Chat

If you need a hand now, tap the Help button in the lower right, click on Get in touch, and then hit Live chat. We're available from 9am to 7pm, Monday to Friday and 9am to 5pm on Saturdays.

Need something else?

Check out our setup guides, what you can do in your account, or some other helpful tips:

• Setting up your account
• Making changes to your account
• Getting help with your account

Have you gotten a suspicious call or email asking for your personal details? Report it!

By Phone

If you've received a call that you believe is a scam, let us know as soon as you can. We'll block the number if possible and work with the industry to try prevent it from happening to others.

All you need to do is fill out our report a scam call form with the necessary information.

By Email

Should you get a suspicious looking email and you're unsure whether it is legitimate or not, report it to us for confirmation. If it is malicious, we'll block the address and notify the industry.

Forward the suspicious email as an attachment to support@email.orcon.net.nz, don't just forward the original as it will get marked as spam.

What should I do if I've been scammed?

Payment Details

• If you've provided your bank account or credit card numbers, you should call your bank straight away. They'll be able to advise the best course of action and provide a new account or card if necessary.

Links

• Should you click on any unknown link in an email, disconnect from the internet and run an anti-virus scan. This should detect and remove any unsafe or malicious content on your device.

Passwords

• You'll want to go to any website, account, or service that uses the same password and change it as soon as you can. It's best to use different passwords as much as possible to avoid giving out access to everything all at once.

Threats

• Should you be threatened in any way and believe your health and safety are at risk, contact the police immediately on 111.

How do I prevent scams?

If you'd like to know more, the team at Netsafe have great guides on topics from how to identify scams to ways to improve your home network security! You can also keep yourself up-to-date on reported scams making the rounds in NZ through Consumer Protection’s helpful scam alerts.

Need something else?

Check out setup information, changes you can make online, or some other helpful tips:

• Setting up your account
• Making changes to your account
• Getting help with your account

It can be difficult to keep track of every username you've made online, that's why we've made it simple for My Orcon – it's your email address! This will be the email address that you provided during the sign up process or where you get your bill reminders.

If you signed up before 2016, use the start of your Orcon email address (username@orcon.net.nz) as the username.

If you still can't log in using both of the above options, try resetting your password through the 'Forgot Your Password?' link.

Need something else?

Check out our setup guides, what you can do in your account, or some other helpful tips:

• Setting up your account
• Making changes to your account
• Getting help with your account

If you can't remember what your password is, simply reset it by using the 'Forgot Your Password?' link on the log in page for My Orcon – easy!

Updating

You can change your password at anytime by logging in to My Orcon, scrolling down to My Details, and clicking on Change Password.

Please note

If you signed up before 2016, the password change applies to My Orcon, your web mail log in, any Orcon email addresses you have, and your modem settings (if you don't have a phoneline).

You'll need to update your Outlook account settings with the new password if in use – check out the Microsoft support article on their website for helpful instructions.

Need something else?

Check out our setup guides, what you can do in your account, or some other helpful tips:

• Setting up your account
• Making changes to your account
• Getting help with your account

Learn about our change of ownership process and how you can transfer your account to someone else.

Before we get started, we need to mention that each Orcon residential account can only have one main account holder. You are more than welcome to have others authorised to make certain changes or query issues - you'll just need to add them on. You can check out how to do so here.

Update The Name On My Bill

• I'm the account holder and wish to change ownership of my account

  In order to change the ownership of your Orcon account into another name, you will be required to complete our change of ownership form.

  Here is a checklist of the details you will require to complete the change of ownership form.

  1. New account holders name
  2. New account holders contact number
  3. New account holders email address 

  We will then be in touch with the intended account holder to process the change of ownership request. Once the change of ownership request is complete, we will contact you with the results.

  Please note that any outstanding balance on the account must be cleared before the account ownership can be transferred, and by completing the change of ownership form you agree to the terms outlined below. 
  

  1. You are authorising the person whose details you are providing to take full ownership of your Orcon account (all previous account details can be seen by the person taking over the account).
  2. You agree to remain liable for all charges on your Orcon account incurred up until the date of transfer.
  3. You understand that you will lose access to the Orcon account and all information relating to it including bill history/emails.
  4. This request is not complete until the services are transferred to the new account holder and approval of this request is subject to credit checks on the new account holder.
• I wish to take ownership of a Orcon account

  In order to take ownership of an existing Orcon account, you will be required to complete our change of ownership form. 

  1. Your address (address where you currently or previously resided):
  2. Address of services (address of services you are taking over):
  3. Account number (account number of services you are taking over):
  4. Digital copy of your NZ drivers license or passport

  We will then be in we will be in touch with you and the account holder to process the change of ownership request. Once the change of ownership request is complete, we will contact you with the results.
  
  Please note that any outstanding balance on the account must be cleared before the account ownership can be transferred, and by completing the change of ownership form you agree to the terms outlined below. 

  1. You authorise Orcon to perform a credit check and understand that the approval of this request is subject to credit checks.
  2. You certify that all information is provided is true and to the best of your knowledge.
  3. You agree  to be responsible for all charges relating to the Orcon account once the ownership of the account has been transferred.
  4. You comply to be bound by the connection terms and conditions applicable to the Orcon account, as well as any contract terms and pricing plans active on the account. You can find our current terms and conditions here.
  5. You understand that you will be required to pay all charges associated with the Orcon account including although not limited to, monthly fees, delayed charges such as toll calls or data blocks, power charges, and any early termination fees which may apply if the account is cancelled before the end of the contract term.
  6. You accept that there might be charges associated with the process of relocating your services to another address.

We are a member of the Telecommunications Dispute Resolution (TDR) service and Orcon is also a participant in the Utilities Disputes complaint resolution service.

Telecommunications Dispute Resolution (TDR)

The TDR is a free and independent service that all customers can use if you are dissatisfied with how any homeline or internet issues are being dealt with.

For more details on this service, please visit their website - www.tdr.org.nz.

Utilities Dispute Resolution

If, for some reason, we cannot resolve your power complaint or problem within 20 working days. You can take your complaint to Utilities Disputes, which is a free and independent complaints resolutions scheme.

You can contact them on 0800 22 33 40 or go to their website - www.utilitiesdisputes.co.nz.