OK, so last year I finally got upgraded to their 8 meg package - having taken nearly 3 months following Orange's web site saying that 8 meg was now available, being told that it was then a BT issue, and BT actually informing me that Orange hadn't in fact installed the equipment at the exchange! (Customer Services couldn't find their backsides with a map, GPS, both hands and a group of friends!)
Early this year I'd noticed that download speeds were beginning to drop off, so a call to their far east call centre informs me that there appears to be a fault on the line (no, really?????), and that I needed to call back to obtain the results (you have to laugh at the stupity of it all), as they were unable to either call me back or email me the results.
Now I had established that I was getting to the exchange via my router at around 8 meg, and various downlaod tests were polling that I was getting circa 1-1.5 meg downloads, so in point of fact I was doing them a favour by telling them that the fault lay on their side!
So, several calls later to the far east (bearing in mind all calls are charged at national rate), and being told that either the details weren't available after 24 hours, or that there was some other nob and bull story, I'd had enough and had the matter escalated.
I was put through to an apparently knowledgable chap who appeared to diagnose the issue and promise to get back to me. No such luck.
Faffing around for another week at this got me nowhere, so I complained and was passed through to another person in escalations.
Again, very knowledgable, and appeared to get the ball rolling.
We established that despite being some 135 meters from the exchange (line of site, so actual distance in cabling terms would be in excess of that), I "should" be able to obtain a reliable download speed of approaching 6-6.5 meg - "whoopee" thinks I.
Within 2 days I'd had my speed ramped up to 4.5 meg, and actually fell in to the trap of beginning to feel happy (don't they always do that!?!)
One week later, my connection goes down for 48 hours and return with a connection speed to the exchange of 2 meg!
WTF!?!?!?!?!?!?!?!?!?!?!?!?!
A call later to the same chap, and I'm told the exchange is at capacity and that ALL (yes ALL) Orange connections at this exchange have been throttled back to 2 meg "to avoid meltdown".
OK, thinks I, so this has to be a short term issue as they must realise this and be putting in additional equipment......... (yeah I know, how dumb must I get, but I'm surviving on optimism at this point).
So a month later, still no change, still 2 effing meg.
I've called and called the same person. Promises to return calls are rarely met. Promised phone call yesterday never materialised. They even told me that the new equipment was supposedly installed earlier this month.
I've been given deals on my current package, I've written to head office, I'm loath to rant and rave like a lunatic, but it beggers belief that having been a Freeserve/Wanadoo/Orange customer for over 7 years this is how they treat people (I admit to being a bit of a Francaphile, but that's another story), is it because they are French owned, and the French for the most part hate the English? (goes back to Agincourt I think)
I can't email them (other than the useless Customer Services drones who repeat the same dross and state that I need to telephone them), you can't contact them when a fault is on their side of the fence without it costing you money, you can rarely get through to the person you need, everyone drags their heels with apologies that "the system is running a bit slow today" responses and the whole Oranage experience can be liked to have teeth removed rectally.
There is so much more to this, but I'm beginning to lose the will to live at the moment.
There is so much more to this, but I'm beginning to lose the will to live at the moment.
Exactly, with the vast numbers (500,000 since last year ?) that have been leaving Orange and, I guess, the lack of numbers that have been joining because of the bad press, surely you would expect their infrastructure to be able to cope with current volumes ?
Joined: 30 May 2007Posts: 1Location: uk richmond area
This is my first post on here but if I didnt know better I would say I had already posted under many different names such is the similarity of the problems with connection since the upgrade.
I have only been with wandoo/orange as a ISP and am useless at anything technical.
I have made numerous calls since the so called upgrade and believed them when the said about the line test,exchange problems and maybe my password had suddenly reset itself. Due to an article I read in a computer magazine I was amazingly close over the bank holiday weekend to undoing all the telephone sockets in the house and pulling out the red or is it blue leads as the article said uneeded leads can slow down the connection.I then remembered that before the upgrade I was happy with the speed so didnt proceed.
I rang them yesterday to as for my MAC number and was told it woulkd cost me £79 to leave as I was still in contract.
Turns out that back in October I aagreed to move to livebox as it would allegedly stop or reduce disconnections. I couldnt install it sosent it back and requested I was downgraded to the original 2mb as it all seemed ok when I had that. Apparently that constituted a new contract. i am tempted to take legal action against them for breach of something but know it is best to wait until November.
Oh Yes I almost forgot ,they told me that I was now getting the 2mb service which is very strange as when the connection comes on it shows 6.1. They said they will look into this so I am now worried they will class looking into it as another contract.
Has anyone else considered taking legal action in the small claims court. I certainly dont want to but am fed up with it eating into my personal and work time.
If anyones read this far thank you for listening and before anyone suggest it I have tried giving the computer reiki healing but to no avail
and BT actually informing me that Orange hadn't in fact installed the equipment at the exchange!
If Orange needed to install equipment at your exchange then you appear to be on LLU as opposed to ADSLMax. Read the sticky re LLU speeds and you will see what you are up against.
I rang them yesterday to as for my MAC number and was told it woulkd cost me £79 to leave as I was still in contract.
Turns out that back in October I aagreed to move to livebox as it would allegedly stop or reduce disconnections. I couldnt install it sosent it back and requested I was downgraded to the original 2mb as it all seemed ok when I had that. Apparently that constituted a new contract.
Same happended to me. I was given a Livebox as a means to get back online and the operator signed me up to a contract for 6 months without my knowledge - I asked if it was signing me up and was told 'no'. When I tried to cancel I had to pay a fee.
Write polite email to Abensur (eric.abensur@orange-ftgroup.com) explaining your case and asking for MAC with no fee. I got reply in 2 days and allowed to leave with no charge.
Same happended to me. I was given a Livebox as a means to get back online and the operator signed me up to a contract for 6 months without my knowledge - I asked if it was signing me up and was told 'no'. When I tried to cancel I had to pay a fee.
There aren't any normal 6 month contracts, sure you weren't still within the original contract period?
If Orange needed to install equipment at your exchange then you appear to be on LLU as opposed to ADSLMax. Read the sticky re LLU speeds and you will see what you are up against.
Last year Orange's website stated that I could receive up to 8 meg. I asked to be upgraded. CS (customer dis-service) stated that I could because my exchange hadn't been upgraded.
Hence to-ing and fro-ing with CS to establish "when" my exchange would be upgraded.
Finally got to some muppet f-wit who said it was BT's responsibilty.
Contacted BT who said BLX tossers at Orange hadn't installed their equipment yet.
Back to f-wits at Orange who gave me a date it would be installed (actually turned out to be accurate - there's a first!).
So from router to exchange - 8meg, beyond that, circa 4 meg-ish.
Got to a dire stage, when escalations got involved (refer back to original post), 2.5 months ago.
Tested my line, and I was capable of obtaining circa 6.5 meg stable.
Authorisation to beginning ramping up the speed.
First ramp up to 4.5 - with noticably better performance.
Lasted one week before going down completely for 2 days.
On reconnection, my connection to the exchange is now trottled to 2.2 meg (WTF!?!?!?!?!?!?!?!?!)
So back to all the usual haunts and calls (I hate their far eastern call centres with a passion now - lying usless piles of excrement that they are).
So, there appears to be a central issue that has resulted on the downgrading of many exchanges and accounts, without warning or communication to the customer, due a hugh technical blooper.
I have been told that around the 15th June, "everyone" should see a massive improvement as there appears to be a global roll out to improve matters.
So, stiffling my psychotic laughter at this point, I'll wait until next week, and if there is no improvement, I think I'll start to listen to the voices that keep telling me to take the safety off, line up the cross hairs and gently squeeze the trigger Mwah hahahahaha.
So a sub note, I'd just like to add the fllowing contructive critism to those at Orange.
Customer Services: You couldn't suck the sweat off a dead mans nadgers, find your arses with both hands, a map, GPS and a support group (or for that matter your own Technical Services - they'd probably tell you there was a fault on your nervous system, and that your arse is there, but you lack the capacity to actually feel your it.)
Technical Services (Far East Division): NO, you can't call me by first name, NO all your supervisors are not in a meeting, I really don't believe your name is Bob, John, Mary, Michael or other anglosised name, a line test will not tell you anything more than I have told and that the fault lies with YOUR equipment, not mine, NO I will not phone you back - you call me with YOUR results, DO NOT start every sentence informing me you are sorry or you understand - you're not/don't. I actually stand a better chance of winning the lottery than I do of you actually helping me. I would refer your competence to that of your Customer Services zygote team members.
Head Office: I'm getting the feeling you guys are probably in cahoots with the orgainisers of the 2012 Olympics as well as the Ad agency who dreampt up the logo. So to keep it simple, just in case you miss the point, I'll use just one word - I N C O M P E T E N T.
Below, is what I suspect is Oranges true logo, as well as that for 2012:
as it truely represents your service, support, achievement, value, and technical prowess.
OK, so with my rant over, and faith in humanity wanning fast, I feel people in dire need of a butt cracking smile or laugh.
I hope the following joke brings a little ray of sunshine at the end of this saga.
If you can read this whole story without laughing, then there's no hope for you. I was crying by the end. This is an actual account as relayed to paramedics at a chili cook-off in Texas .
Note: Please take time to read this slowly. If you pay attention to the first two judges, the reaction of the third judge is even better. For those of you who live in Texas , you know how true this is. They actually have a Chili Cook-off about the time Halloween comes around. It takes up a major portion of a parking lot at the San Antonio City Park .
Judge #3 was an inexperienced Chili taster named Frank, who was visiting from Springfield , IL . Frank: "Recently, I was honored to be selected as a judge at a chili cook-off. The original person called in sick at the last moment and I happened to be standing there at the judge's table, asking for directions to the Coors Light truck, when the call came in. I was assured by the other two judges (Native Texans) that the chili wouldn't be all that spicy; and, besides, they told me I could have free beer during the tasting, so I accepted and became Judge 3."
Here are the scorecard notes from the event:
CHILI # 1 - MIKE'S MANIAC MONSTER CHILI
Judge # 1 -- A little too heavy on the tomato. Amusing kick.
Judge # 2 -- Nice, smooth tomato flavor. Very mild.
Judge # 3 (Frank) -- Holy crap, what the hell is this stuff? You could remove dried paint from your driveway. Took me two beers to put the flames out. I hope that's the worst one. These Texans are crazy.
CHILI # 2 - AUSTIN 'S AFTERBURNER CHILI
Judge # 1 -- Smoky, with a hint of pork. Slight jalapeno tang.
Judge # 2 -- Exciting BBQ flavor, needs more peppers to be taken seriously.
Judge # 3 -- Keep this out of the reach of children. I'm not sure what I'm supposed to taste besides pain. I had to wave off two people who wanted to give me the Heimlich maneuver. They had to rush in more beer when they saw the look on my face.
CHILI # 3 - FRED'S FAMOUS BURN DOWN THE BARN CHILI
Judge # 1 -- Excellent firehouse chili. Great kick.
Judge # 2 -- A bit salty, good use of peppers.
Judge # 3 -- Call the EPA. I've located a uranium spill. My nose feels like I have been snorting Drano. Everyone knows the routine by now. Get me more beer before I ignite. Barmaid pounded me on the back, now my backbone is in the front part of my chest. I'm getting sh..-faced from all of the beer.
CHILI # 4 - BUBBA'S BLACK MAGIC
Judge # 1 -- Black bean chili with almost no spice. Disappointing.
Judge # 2 -- Hint of lime in the black beans. Good side dish for fish or other mild foods, not much of a chili.
Judge # 3 -- I felt something scraping across my tongue, but was unable to taste it. Is it possible to burn out taste buds? Sally, the beer maid, was standing behind me with fresh refills. This 300 lb. woman is starting to look HOT . just like this nuclear waste I'm eating! Is chili an aphrodisiac?
Judge # 2 -- Chili using shredded beef, could use more tomato. Must admit the cayenne peppers make a strong statement.
Judge # 3 -- My ears are ringing, sweat is pouring off my forehead and I can no longer focus my eyes. I farted, and four people behind me needed paramedics. The contestant seemed offended when I told her that her chili had given me brain damage. Sally saved my tongue from bleeding by pouring beer directly on it from the pitcher. I wonder if I'm burning my lips off. It really ticks me off that the other judges asked me to stop screaming. Screw them.
CHILI # 6 - VERA'S VERY VEGETARIAN VARIETY
Judge # 1 -- Thin yet bold vegetarian variety chili. Good balance of spices and peppers.
Judge # 2 -- The best yet. Aggressive use of peppers, onions, garlic. Superb.
Judge # 3 -- My intestines are now a straight pipe filled with gaseous, sulfuric flames. I crapped on myself when I farted, and I'm worried it will eat through the chair. No one seems inclined to stand behind me except that Sally. Can't feel my lips anymore. I need to wipe my butt with a snow cone.
CHILI # 7 - SUSAN'S SCREAMING SENSATION CHILI
Judge # 1 -- A mediocre chili with too much reliance on canned peppers.
Judge # 2 -- Ho hum, tastes as if the chef literally threw in a can of chili peppers at the last moment. **I should take note that I am worried about Judge # 3. He appears to be in a bit of distress as he is cursing uncontrollably.
Judge # 3 -- You could put a grenade in my mouth, pull the pin, and I wouldn't feel a thing. I've lost sight in one eye, and the world sounds like it is made of rushing water. My shirt is covered with chili, which slid unnoticed out of my mouth. My pants are full of lava to match my shirt. At least during the autopsy, they'll know what killed me. I've decided to stop breathing it's too painful. Screw it; I'm not getting any oxygen anyway. If I need air, I'll just suck it in through the 4-inch hole in my stomach.
CHILI # 8 - BIG TOM'S TOENAIL CURLING CHILI
Judge # 1 -- The perfect ending, this is a nice blend chili. Not too bold but spicy enough to declare its existence.
Judge # 2 -- This final entry is a good, balanced chili. Neither mild nor hot. Sorry to see that most of it was lost when Judge #3 farted, passed out, fell over and pulled the chili pot down on top of himself. Not sure if he's going to make it. Poor feller, wonder how he'd have reacted to really hot chili?
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