Has anyone had any luck getting through to the head of customer services,I have written several times and have had no sensible responses.
I tried all the usual methods of contacting Orange i.e. e-mail, telephone (listened to music) and got fed up so using the info on this website I sent an e-mail to Eric, the Frenchman.
I detialed my problem, that is slow speeds, not exceeding 2.3 meg and at times going down to 0.4 meg download speeds and never exceeding 0.2 meg upload speeds.
I received the following reply.
Dear Mr ***,
As a Customer Relations Specialist, your email sent to Eric Abensur
dated 24 March 2007 has been passed to me to handle personally.
I’m sorry to hear about the problems you’ve been experiencing. We’re
very passionate about providing an excellent customer service, but I’m
sure you can appreciate that we cannot guarantee this level of service
to be maintained at all times; I’d like to assure you that we’ve quality
monitoring and constructive feedback processes in place to address this.
Our Engineers have confirmed that at peak times, some broadband
customers may experience slower than normal speeds, especially if
they’re trying to download large amounts of data. From the information
you’ve provided and the diagnostics we’ve completed I’ve confirmed that
your service is being affected by this issue.
The issue of slower-than-normal speeds is being addressed and we are
working to improve the experience our customers receive. I’ve not yet
received confirmation of when this problem will be fully resolved, but
work is currently being carried out to improve download and upload
speeds.
As soon as I have some definite timescales I‘ll be in contact.
If you have any further queries then please do not hesitate to get in
contact with us again.
Kind Regards
Ian Sunderland
Customer Relations Specialist
Customer Action Team
Broadband Support
For all Broadband enquiries: 0870 010 2462 (calls to this line are
charged at national rates)
Dial-Up
Customer Support: 0870 8720099 (calls charged at national rate)
Technical support: 0906 2517517 (charged at 50p per minute, calls from
mobile phones may vary depending on your operator and tariff)
Orange Home UK plc is a subsidiary of France Telecom SA. Our registered
office is at: Verulam Point, Station Way, St. Albans, Herts, AL1 5HE,
and we are registered in England and Wales, as Company No. 3014367
Lets see if I get any improvement..
Might be worth sending an e-mail to Eric Abensur, his email address is on this site.
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