For several days I have been without Broadband internet access and have had to rely on using dial-up on my laptop. I have been on the 50p a minute support line several times and for a number of minutes and done all that they have told me to do including reinstalling modem drivers.
They have told me that my line is being upgraded and so they cannot do a line test yet but assure me that 'everything will probably be back to normal tomorrow'.
I rely on my Broadband connection for my work and I have lost many hours and income over the past few days.
If there was going to be any interruption to my service due to upgrading of lines then I feel I should have been told so that I could make other arrangements. But to be honest, I have very little confidence that the problem will be resolved by tomorrow.
I have been with Freeserve / Wanadoo / Orange for years and have never had cause to complain but because of this, I am very seriously considering changing ISP providers ASAP.
So I called at about 6.45pm on 19th July and spoke to ‘John’ to ask for my MAC code. They asked why I was leaving and I told them my line had been down to my knowledge since morning of 17th. He then put me on to 'Matthew' who said he had been looking into the problem and that was I aware that BT had told Orange that there was a fault on the line. I told him that this may change things as this was the first time I had had a problem with Orange.
I asked him who would then get in touch with me, Orange or BT. He said it would be BT and that it should be within the next 24 hours. (I think). I told him that gave me some hope and said I’d see what happened and that if it was not resolved over next day or so then I would be looking to move.
Have I just been told apack of lies by any chance?
over the last few weeks i've lost count of the times i've phoned up, the line checks they've done, modem optimser crap i've sorted, this, that and the other - useless
if they've not sorted it by firday i'm leaving - shame, cos i never had one single problem for the years its was freeserve/wannadoo
come back freeserve!
_________________ the futures nowhere near as bright with Orange as they make out ...
Yes, same here. I am giving them until tomorrow afternoon and if there is no Broadband connection by then, or if they try to fob me off once more, then I am getting that Migration Authorisation Code number and I am off to (gulp!) BT. I know there are better / cheaper deals out there, but everyone tells me that BT has good customer service. And when / if something goes wrong, that's really what you need.
So tomorrow has come and I am still without Broadband connection.
I called tech help again and they said that they were upgrading my line from 0.5Mb to 8Mb and that I would have no connection for 3 weeks. FOR 3 WEEKS??? And they seem to think that that is OK! 10th August? And why should I believe them?
Then I called customer services who said that my line had actually been upgraded on the 10th and so that if it had been working from the 10th to the 17th (so what were the tech guys on about then?) it was probably some other problem and so I told them I’d reinstalled the drivers, changed the filters etc and so they said that it did sound like it was something to do with the line…. So I asked to get my MAC code and they told me that they couldn’t give it to me over the phone and that it had to be requested from admin (or something) and then sent back to them. They said they would email it to me (as I still have dial-up). They said it would take a couple of days for that to come through.
So I can't even get the ball rolling to get moved until I hear back from them!
Today I almost lost £650 worth of work but I managed to convince the (new!) client that I could go to a friend's house on a daily basis next week in order to download the audio files of 25Mb or so that I need to be able to do the work they have commissioned. I have even more work coming up, of the same nature, between 2nd and 18th August. Different client, also new. Not sure if either client is going to be very impressed with what looks like awful flakiness on my part. Might never get work from them again. Orange are just awful.
Is there anyway to speed up getting a MAC code? And does anyone know of which ISP will do the fastest switch?
So I asked to get my MAC code and they told me that they couldn’t give it to me over the phone and that it had to be requested from admin (or something) and then sent back to them. They said they would email it to me (as I still have dial-up). They said it would take a couple of days for that to come through.
Is there anyway to speed up getting a MAC code? And does anyone know of which ISP will do the fastest switch?
I received my MAC code, via e-mail, around 20 minutes or so after requesting it. I then ordered BT Total Broadband online. They said it would take 10 days to activate but it was done in 7 days. Very efficient and I haven't had any problems.
I have given up on trying to get a MAC code and have just told them to cancel the account! The last 2 months have been a complete and utter nightmare and I am not confident that Orange won't still take their time clearing my line so I can sign up with another provider. They have "offered" me a repayment of the Three months charges for the period when I had no service as if it is some kind of compensation!! Not a single one of my questions has been answered including, "Why do you have a department called Customer Support/Service when it neither supports nor serves your customers? I apologise to any one on this site who works for Orange and genuinely tries to help - I know what it's like to be an efficient person in a c**p organisation - but it really is a dreadful mess. I was told that there was a wait of several days to get a MAC code because there were so many needing sending out! He then backtracked when I asked if that was because droves of customers were leaving as a result of their rubbish service!
For several days I have been without Broadband internet access and have had to rely on using dial-up on my laptop. I have been on the 50p a minute support line several times and for a number of minutes and done all that they have told me to do including reinstalling modem drivers.
They have told me that my line is being upgraded and so they cannot do a line test yet but assure me that 'everything will probably be back to normal tomorrow'.
I rely on my Broadband connection for my work and I have lost many hours and income over the past few days.
If there was going to be any interruption to my service due to upgrading of lines then I feel I should have been told so that I could make other arrangements. But to be honest, I have very little confidence that the problem will be resolved by tomorrow.
I have been with Freeserve / Wanadoo / Orange for years and have never had cause to complain but because of this, I am very seriously considering changing ISP providers ASAP.
So I called at about 6.45pm on 19th July and spoke to ‘John’ to ask for my MAC code. They asked why I was leaving and I told them my line had been down to my knowledge since morning of 17th. He then put me on to 'Matthew' who said he had been looking into the problem and that was I aware that BT had told Orange that there was a fault on the line. I told him that this may change things as this was the first time I had had a problem with Orange.
I asked him who would then get in touch with me, Orange or BT. He said it would be BT and that it should be within the next 24 hours. (I think). I told him that gave me some hope and said I’d see what happened and that if it was not resolved over next day or so then I would be looking to move.
Have I just been told apack of lies by any chance?
I don't know whether it is reassuring or sickening to discover I'm not the only one being p*ssed around by the Orange and their (No)Help Desks. I too fell victim to this phantom unannounced upgrade last Monday(17th), and like everybody else have been sent from one group to another:
All last week, I was given the runaround , Cust Service says..."it's a Technical issue, call Tech support" , Tech Support says, "it's not a technical issue, check with Customer Service" ...and so on... There is also a 'Specialist Provisioning Team' who are I guess the clowns running around unplugging everybody, who should be able to answer these , but are hard to get hold of, and like the rest of the organisation, fob you off with yet another lie to get you off the phone...
So far I've been told...
Customer Service - upgrade started 3rd July and still ongoing...
Provisioning team(via cust Service) - it was finished on the 17th...call tech support
Tech support say - started 3rd july it isn't complete, call customer service...
Customer Service - As above...try calling provisioning team (via another call to Cust service).
Provisioning team - unavailable...so I tried tech support
Tech support say - all of above information has mysteriously disappeared from account details... 'story' now is, it started 17th July, check Cust Service
Customer Service - Er...yes tech support are right..I think
So by deleteing earlier info off my account means it never happened, how sad and naiive can they be????
..oh and don't bother with Emailing them, the responses from here are more useless than calling them (my mum could do better, she's pushing 70, computer illiterate, but at least can type.
So now it's Monday (24th) Still no connection, though funnily the smug voiced menu now says 'some customers are having problems with their broadband.. may take longer to answer your call' .
Call was answered fairly quickly.... though their systems are down - a great excuse for not helping people.
Also managed to glean the upgrade involves stitching from ADSL (BT exchange) to LLU (probably one of Oranges own exchanges)... wonder if they'll soon be offering a crap phone to go with their crap Broadband
Think I'll just send a stinking complaint to them and claim MAC code.
Bring back Freeserve!!!!
Had I been given any choice in the matter I would have stayed 2Mb ADSL ..
Oh, And cruxx - please get back to work, can't you see your customers are upset? It would have been incredibly easy to NOT UNPLUG PEOPLE'S BROADBAND WITHOUT ASKING THEM
Oh, And cruxx - please get back to work, can't you see your customers are upset? It would have been incredibly easy to NOT UNPLUG PEOPLE'S BROADBAND WITHOUT ASKING THEM
Wrong person, my friend. missyx87, is an Orange tech, I am an ex customer of theirs, which is always best. I was pointing out they might like a new job if it's not to their liking.
Surely such a short post wasn't hard to comprehend was it now....
If any of you have any sense, you'll get a MAC and vote with your money as I did and move ISP....why put up with weeks and weeks of BS from wannaorangedoo?
I now have a wonderful solid connection with another ISP and amuse myself with tormenting my former ISP where I can in places such as this.....it's the least I can do for all they have done for me.
Oh, And cruxx - please get back to work, can't you see your customers are upset? It would have been incredibly easy to NOT UNPLUG PEOPLE'S BROADBAND WITHOUT ASKING THEM
Soooooooo sorry ....so hacked off am even taking out frustrations on friendly folk.
...
FYI everybody, Orange Customer Services computer systems have been down all day so far save a few pence by not calling them today... it's probably run out of diskspace recording all the complaints
...so missyx87 if you work in comms ...or IT think you've got yer work cut out.
Damn ...no MAC code today
Goodness - what a relief to find out that I'm not alone with Orange problems!
I had Freeserve/Wanadoo, and had no problems at all.
What do I find? After an (unwanted) speed upgrade, my connection is so intermittent.
Morning connections are more reliable - in the evenings? I might as well pack it in after 9pm, my connection goes down so many times, and save my stress levels.
After what I've read about others' problems, I'm going to be voting with my feet and changing my ISP - I don't exactly know who yet, but anyone could be better than Orange at the moment, and life is too short to be spending time with Tech support which is less than useless
Good for you. You'll save years off your life in stress and stolen direct debit payments if you find a decent ISP whilst the notion is still with you.
Time for every miserable customer of theirs to fight back and put Orange where the belong.....go on, you know where I mean.
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I was pointing out they might like a new job if it's not to their liking.
....so hacked off am even taking out frustrations on friendly folk.
