hi i had a phonecall today 'apparantly' from Orange, offering me 8mbit connection for the same price as my 1mbit. Now for start im on 2mbit so not sure why he didnt know that, but anyway i told him i had problems with my 2mbit line and this weekend i was ringing the Orange callcentres trying to get them to degrade me, but it was just techincal support redirecting me to customer support and customer support redirecting me to technical support so i gave up in the end as i nearly lost my temper. so today i get this phone call and think nothing of it since i rang them the weekend, i told him my problems and he said he'd degrade my line back to 1mbit within a few minutes and put my monthly fee to £14.99, which i was very happy about.
anyway i had to give him my email address, password, dob, address, postcode for him to do this. so he said it should be done within 15mins and an email has been sent confirming these changes. its been 3 hours now and my connection is still 2mbit and no email. i did a 1471 and the number is a 0800 number and directs to a 'excel contact group' answerphone message. maybe im being paranoid but giving my password out hasnt filled me with confidence and would like to know if im over-reacting. i mean i have no way to know if this guy was from Orange or not and feel naive for giving him my details like that. what do you lot think?
Firstly regrades don't go through that quickly, usually it's a couple of days for them to be actioned.
Did they ask for your full password? It's policy to only ask for a couple of specific characters just to confirm it rather than ask for the whole thing. If you're not sure then be safe and change your password.
The whole tech support customer support thing can be explained to some degree. Tech can't specifically downgrade on request, only put through faults and if the speed is believed the cause the engineers initiate the downgrade. They'll often referr to customer support due to their previous roles in line ordering/changes. I believe they have no power to downgrade these days though as they just deal with package changes that don't always allow downgrades depending on what you're specifically after.
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