do you get this error message below when changing speed or package?
yes
[ 3 ] 75%
no
[ 1 ] 25%
Total Votes : 4
Xpander
Posted: Wed Jun 14, 2006 1:56 am
Joined: 19 May 2006Posts: 58
they should have developed a fix for that problem a long time ago. It may be some generic / non specific error message related to different account problems affecting multiple end-users. I don't know what causes it other than educated guesses through experience of similar kind of issues, and passing it on to relevant departments whenever I encounter it. They certainly don't seem to have successfully dealt with it though from what I gather
thanks for the info, got a fuller explanation from you here tonight than I have in the last 2 months. Hopefully, they'll get their act together soon and something will be resolved. As I said before, it's just frustrating when nobody will give you a straight answer, i'd even accept "we haven't got a clue but we'll look into it and i'll get back to you", but even that seems beyond them
Maybe i'm getting old, but it just seems a sign of the times throughout a lot of industries now that once you are a customer, so long as you keep paying your bills, they aren't interested
I think this is largely a result of the boom in the call centre industry in the 90s. I'm not talking about Orange here but call centres in general, as a method of service provision. A rapid, cheap and more efficient way of handling customers inevitably leads to some drawbacks in customer services. The call volume and repetition of the same problem from the perspective of those who are on the phone taking these calls, makes it difficult to appreciate one individual customer's problems over another. The result is that individuals working for these companies care less about the outcomes of each call.
Low level staff are poorly paid meaning staff turnover is likely to be high, and the quality of staff that they attract may leave quickly or are likely to be poor. Promotion, other than a relatively low level managerial 'team leader' position, is virtually impossible. Clients are quick to impose their demands on particular call centres which must be adhered to, and it is these clients (i.e. Orange top brass) who pick up the large pay checks whilst their staff take the brunt of the grief for a variety of system problems directly from their customers.
Maybe i'm getting old, but it just seems a sign of the times throughout a lot of industries now that once you are a customer, so long as you keep paying your bills, they aren't interested
I think this is largely a result of the boom in the call centre industry in the 90s. I'm not talking about Orange here but call centres in general, as a method of service provision. A rapid, cheap and more efficient way of handling customers inevitably leads to some drawbacks in customer services. The call volume and repetition of the same problem from the perspective of those who are on the phone taking these calls, makes it difficult to appreciate one individual customer's problems over another. The result is that individuals working for these companies care less about the outcomes of each call.
Low level staff are poorly paid meaning staff turnover is likely to be high, and the quality of staff that they attract may leave quickly or are likely to be poor. Promotion, other than a relatively low level managerial 'team leader' position, is virtually impossible. Clients are quick to impose their demands on particular call centres which must be adhered to, and it is these clients (i.e. Orange top brass) who pick up the large pay checks whilst their staff take the brunt of the grief for a variety of system problems directly from their customers.
Xpander, you're quite correct here. The real problem though, is that a poor member of staff in a call-centre enjoys a degree of anonymity. Other companies with high staff turnover - say Maccy Ds - have to communicate face to face with their customers, and are genuinely more inclined to be polite and helpful.
Maybe Burger King and Orange should do a job-swap amongst their peons, lasting a week or two. It'd be interesting to note any improvements during those two weeks.
i still getting the same error measage even after wanadoo became Orange
i have edited my first reply.
it sounds like the person on the phone was talking about the speed would be automatly upgraded from 2 to 8 meg when ready instead of the package which still leaves the question why is the error measage still there.
i will be contacting Orange and hopfully get the problem sorted out.
Because its a simple software error and bears no relation to the linespeed that you can receive.
This problem continues to plague a large number of Orange customers, myself included. The error message is a result of a problem inherent to the Orange member centre. Don't worry about your potential line speed, worry instead that Orange are well aware of this fault and have failed to do anything about it for a not insubstantial amount of time.
Just thought of a way to explain it better using ATMs as an example.
Lets assume you have a bank account with Barclays. Your account is working fine. There is money in the account. You've had your card for 6 months and know your pin by heart. If you wanted to change your account, you could easily do so by heading into your local branch.
You head into town one evening, and are in need of some beer money. Rather than going directly to Barclays, you instead use the ATM at Abbey National because its on your route to your favourite boozer. Alas! You've put your card in the machine, but it tells you that there's a problem connecting to your account.
The problem with the Orange Member Centre is exactly like the Abbey National ATM in this example. Whilst everything else is working absolutely fine - you can check your potential line speed via sam knows or through BT, and you still have an internet connection - the software on the Member Centre is failing to connect to the relevant information. Whilst it IS pretty inconvenient, it is by no means something which should concern you overly as you are still able to order a speed increase on your line. In the same way that you could use another ATM to take out your money.
Whilst what you say about the speed issue is true maxi, when you have a problem is when newer more generous and cheaper packages come out you can't switch to them.
For example i am on the old £31.99pcm 30gig limit with a livebox. Makes sense for me to change to the cheaper broadband max, unfortunately this is where this error has it's impact, you can't change it and when you ring wanadoo/orange, neither can they.
Maybe i'm getting old, but it just seems a sign of the times throughout a lot of industries now that once you are a customer, so long as you keep paying your bills, they aren't interested
I think this is largely a result of the boom in the call centre industry in the 90s. I'm not talking about Orange here but call centres in general, as a method of service provision. A rapid, cheap and more efficient way of handling customers inevitably leads to some drawbacks in customer services. The call volume and repetition of the same problem from the perspective of those who are on the phone taking these calls, makes it difficult to appreciate one individual customer's problems over another. The result is that individuals working for these companies care less about the outcomes of each call.
Low level staff are poorly paid meaning staff turnover is likely to be high, and the quality of staff that they attract may leave quickly or are likely to be poor. Promotion, other than a relatively low level managerial 'team leader' position, is virtually impossible. Clients are quick to impose their demands on particular call centres which must be adhered to, and it is these clients (i.e. Orange top brass) who pick up the large pay checks whilst their staff take the brunt of the grief for a variety of system problems directly from their customers.
Xpander, you're quite correct here. The real problem though, is that a poor member of staff in a call-centre enjoys a degree of anonymity. Other companies with high staff turnover - say Maccy Ds - have to communicate face to face with their customers, and are genuinely more inclined to be polite and helpful.
Maybe Burger King and Orange should do a job-swap amongst their peons, lasting a week or two. It'd be interesting to note any improvements during those two weeks.
yes that's right. The level of anonymity means that call centre staff are generally not directly accountable for their actions. However, a consistently under-performing member of staff will be accountable for their actions in the long term, as calls are monitored and logs contain staff names stored on customer accounts. The system is open to a degree of abuse though i.e. a member of staff chooses not to log a call that may count against them / releases a call without logging it for whatever reason. This is virtually untraceable
I contacted custumer suport who logged using my user name as a test and had the same problem and have told me the that tech suport would be able to sort the problem.
when ever the problem gets sorted out remains to be seen.
had a feeling that was the case and contacted customer suport instead of tech suport.
still no closer to finding the answer but at least the call was not a total loss as i was also calling about getting the voice mail pin as didn't write down when i signed up for broadband.
I think i was just lucky but here are some thing to say on the phone.
1 ask the Orange agent to log into the member centre and click change your broadband package or speed then click change your speed or change your package so they can recreate the error and hopfully do someting about it.
2 tell them how long the error has been going on for.
3 tell them that you found a cool website called orangeproblems.co.uk.
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