"This forum represents an insignificant number of customers" these are not my words but those of a member of the cancellations team at Orange.
I've been having the dreaded PPP Server down error for 10 days now, I had this earlier in the year when it took 3 weeks to rectify the problem.
Over the last 10 days I have been lied to by a customer service representitive called "Jess", who also refused to give her name or transfer me to a supervisor before hanging up on me.
Several line tests have reported no fault (there is a surprise) so Orange closed the call (because there can't be anything wrong). Indian tech support insist upon perfoming essential maintenance on their systems during working hours, but calls are still routed through the India. Promises of calls from a supervisor or the escalations team resulted in nothing. The fault department insisted on calling my home phone when I requested calls on my mobile, it is impossible to speak to the faults department because nobody can transfer calls. Customer service will not give out the head office telephone number.
So eventually I blew my top demanded my MAC code and informed Orange I wouldn't pay them a penny in cancellation fees. This is the point at which the guy from cancellations informed me that they had over 200,000 installs and that the people and problems described on this site represented an insignificant number of customers. He also said that I had to give Orange a reasonable amount of time to resolve a fault, to which I replied what is Orange's definition of reasonable. 4 weeks was the reply. I informed him that my definition of reasonable stretched to a week at a push.
We will see how long it takes to receive a MAC code and then how long it takes to transfer to another supplied.
Question: How many registered users are there on this site ?, I think we need to define "insignificant".
Any recommendations for a decent broadband supplier with free international calls bundled ?
stevesa if your MAC code does not turn up in a few days phone up and ask cancellations dept were it is,they should give you it over the phone.Mine never turned up but they give it to me when i called!
My speeds were only reaching 256kbs at max for 2 months & also the ppp server down problem regulary,the usual lies from then!! but day after i got my MAC code speed went to over 5MB and has been o.k for around 3 weeks,not left yet but i will soon as there customer sevice is a disgrace.
Have you seen the rate they are joining - 100 since August 1st, 20 today, and rising all the time
I actually found being put through to escalations quite easy. The guy admitted there was a fault on my line, sounded genuine rather than the offshore staff, was sympathetic towards my lack of speed, has waived the next direct debit that will go out of my account, and has said verbally on the phone that if I have poor speeds for a month that I can leave with no penalty. I'd rather go this way than getting a nasty letter and resolving matters later
Joined: 12 Jun 2006Posts: 907Location: Weston-super-Mare, UK
You can argue this many ways but there is no doubt that this site is causing Orange problems.
There reputation is suffering and they do not seem able to sort it out. It is affecting not only there broadband arm but also there mobile phone business. I bet they wished they had left the name as Wanadoo.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
keithwjones wrote:
You can argue this many ways but there is no doubt that this site is causing Orange problems.
There reputation is suffering and they do not seem able to sort it out. It is affecting not only there broadband arm but also there mobile phone business. I bet they wished they had left the name as Wanadoo.
Keith
lol
_________________ ex Freeserve/Wanadoo/Orange Blog
There reputation is suffering and they do not seem able to sort it out. It is affecting not only there broadband arm but also there mobile phone business. I bet they wished they had left the name as Wanadoo.
Keith
Why else would they be offering free laptops ?
They desperately need new customers with guaranteed income streams as all businesses rely on cash flow to satisfy their banks/investors.
I know someone who works for the DSG Group, (PC World, Currys, Dixons), and apparently this deal is limited to 50,000 laptops. (Either a basic machine for free or £300 off a better one).
So that's a lot of potential new customers.
If you check the T&C for the deal, you are then tied in for a minimum of 2 years.
So this looks like a knee jerk reaction in order for the business to generate cash short term, with the hope that 2 years down the line, these new customers will be complacent and stay with them, by which time, they might jst have solved all the technical issues !!!!!
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
I think the attitude of the Orange agents as well as the lack of knowledge and no incentive to solve customer problems and continuously lie and play on "you cant leave cos ur in a 24 month contract" will get them in deeper problems watch this sites members increase rapidly.
_________________ ex Freeserve/Wanadoo/Orange Blog
Site AdminJoined: 07 Apr 2006Posts: 784Location: United Kingdom
johnyb wrote:
Funny how if this forum has such an insignficance all Orange staff know so much about it. Probably another Orange lie.
We encourage all our members, and users, to mention OrangeProblems.co.uk when they phone Technical or Customer Support at Orange... This way, the agent will recognise that you have researched your OrangeProblem prior to phoning them, that you have tried a number of avenues to detect the issue and that now, as a last resort (!) you are having to phone Orange!!!
Also, with respect to speeds, let them know that we are recording and monitoring Orange broadband speeds throughout the UK and that the speeds are certainly not any where near the "up to 8meg" advertised:
For example, today, the figures for 8Meg broadband on our stats pages show:
London
Average Speed: 3666
Lowest recorded speed: 366
Highest recorded speed: 6961
Liverpool
Average speed: 1574
Lowest recorded speed: 31
Highest recorded speed: 4873
Birmingham
Average speed: 2260
Lowest recorded speed: 170
Highest recorded speed: 6232
Surely Orange would try and sue the admin of this website / ask for large numbers of posts to be remeove if it thought the comments were unreasonable. By refusing to do so they obviously agreee with them
At an overall average of 4 posts per member and several members with 100+ posts, I wonder how many of the 4744 members have made say more than 2 post or indeed no posts.
_________________ Was with "Orange" since pre-broadband Freeserve dial-up days; Loyalty or Stupidity?
Migrated to Be August 2007
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