...here is what December 2007 Orange account shows:
Account Charges
Broadband Starter - Monthly Price 24/12/2007 - 23/01/2008 £ 14.990
Late Payment Fee for bill no: 74868758, dated: 24/11/2007 £ 5.000
Total £ 19.990
Total for this period £ 19.990
Previous Balance : £ 14.990
Payment received with thanks on 24/11/2007 - £ 14.990
Payment reversed on 21/12/2007 £ 14.990
Payment outstanding £ 14.990
Total to be automatically collected on 24/12/2007: £ 34.980
See what I mean?
So, are you going to keep your promises?
I have emailed you a few times (obviously there is Xmas in the middle) - but tomorrow 27 Dec 2007 i want to see action.
Good job we do not treat our customers this way and that why they keep coming back!
It is disgraceful the way you act.
You are really doing your best to alienate your customers - funnily enough I would not be surprised if you had a in block escape of customers in the next few weeks!
The most ridiculous fact is that you 'Orange' promised me to have the rest of the contract (the one that does not exists!) - until March 2008 - free of charge as Orange Goodwill Gesture fro the problems I had and the fact I only have 1Mbps and not 2Mbps and I would have gone away.
So, now I find you want money with interest and I should pay 'in full' for '1/2 speed' !
Very commendable.
I think you should change your name from Orange to black!
A monkey in captivity behaves better.
ps by the way, the last 2 mobiles we purchased were with Virgin and that is only us!
...here is what December 2007 Orange account shows:
...
Very commendable.
I think you should change your name from Orange to black!
A monkey in captivity behaves better.
ps by the way, the last 2 mobiles we purchased were with Virgin and that is only us![/quote]
Nothing solved yet!
The strange thing is that the person's telephone that did offer us the goodwill .... actually keeps clicking - like when a person lift the hook and put it down again. A bit like certain Companies that monitor incoming calls numbers!
The not clearly understandable thing of all this 'mess' is that they prefer have all these complaints and bad advert than do something to fix it.
Maybe they hope the majority will die down (as they probably will) and leave them as soon as the contract finish and forget of the money they have been taken from them for that bad service!
Some of us do not forget and may do something of a slightly higher scale - I will wait until the new year to give Orange time, then it will be all stations go,go,go!
I contacted working lunch about the speed of my LLU connection, and the guy just said it was an up to ... service, and missed the bit where I explained I was previously on speeds of around 5MB
We are in cover up times! A bit like they are doing with Freeview.
They do their best to push consumers to buy and the service is at the lowest and I am not talking about lower powered Transmitters (that is understandable, they cannot raise it until the switch-off).
What puts me off the most is they (together with the most interested party, the GOV - not just this one - ANY) do transmit at very low quality, yes they do!
We are forced to purchase low quality flat screens and so on. In other words we are financing them.
How many, freeview receivers, DVD players/recorders, etc. have you thrown out lately?
Yes, cover up times!
Working lunch is becoming like Watchdog, a show and they are mainly interested in ratings tan content!
So, best bet? Let's support the small business (80% of the UK - the spine!) and not make the large Companies richer and only get 20% of what you pay for!
...here is what December 2007 Orange account shows:
...
Very commendable.
I think you should change your name from Orange to black!
We received call from the guy who gave us the Goodwill promise and until now I have not seen any change in our account!
I am still a debtor and receiving half the speed I pay for - home lines are ok and ADSL can reach 4Mbps over here!
The saga goes on!
At present I am thinking on a domain name to use - it should take me a few weeks to be shown high on Google!
I really hope it does not end like that.
If you have any ideas (domain names) PM them, do not publish them here!
I believe the guy that promised us the Goodwill gesture is just trying to be nice - not his fault - it is the people at the top the culprit, not the workers like us! - AS USUAL!
I believe the guy that promised us the Goodwill gesture is just trying to be nice - not his fault - it is the people at the top the culprit, not the workers like us! - AS USUAL!
Here is the latest:
Your Orange home package: ********
We recently emailed you about the outstanding balance on your home account. We've not heard from you, and because you've now missed another month's payment, we've added another £5 late payment fee to your account. We've also had to suspend your home services.
To get you up and running again you'll need to call us with details of your credit card or bank account details straightaway. Ring 0870 010 2462* any time of the day, any day of the week, if you're on our Home Starter package you'll need to call 0870 1900 672* between 7am and 11pm, any day of the week.
If you're on one of our discounted broadband packages with an Orange pay monthly mobile contract, you'll need to call us on 150 on your mobile phone for free; any time of the day, any day of the week.
If we don't hear from you, or if you haven't paid within the next few days, we'll have to close your account and could take legal action to recover the outstanding balance on your account.
Thanks,
Customer Support
=====================
Unfortunately Orange offices do not speak to each other.
It looks like, I will take legal action then and we will see!
ADDITION !
I went home and checked the speed - guess?
It is now touching 2Mbps - as it should have been since August 2007 when problems started!
So, now I have the speed I should have had since August 2007 and I own them money I should not have paid in the first place (the Goodwill, remember?) and I also have 2x £. 5 fine!
can I SSSHHHOOOOOOOOUUUUUTTTTTT ?
Since the Goodwill gesture, I could not add or change the way I pay!
Now, I can log-in (like a dial-up customer!) and do nothing.
The want me to call THEM to pay the bills I should not pay!
We contacted the guy from Orange Compliance Dept and he assured us he would have all this fixed and to wait about 24h.
He is the only person at Orange that is nice and educated and trying to do the right thing!
He is trying his best and I believe the problem is : Orange has too many dept and they do not speak to each other well - in my opinion - like many large Companies.
Yesterday also, my home ADSL was disconnected as expected (although the email says 'we may disconnect in a few days - well after 12 hours!) and it has taken 24h, so I believe it should take 24h to re-instate it, supposing the guys at the 'Orange money making machine' do what they were told to do in the first place.
If that goes ok, in theory I should have a full 2Mbps like I had it for one day - so, it WAS capped at 1Mbps - as soon as they reset our account it went up to 2Mbps - just a coincidence? I am a Electronics Technician and I used to work in Professional Telecommunications within AGIP group and electronics does not work with coincidences! It is eiter '1' or '0' - 'on' or 'off', 'on 1Mbps' or 'ON 2Mbps' humans choose it!
Anyway, let's see, as I will contact him again possibly tonight as nearly 24h have passed - yes, I have lost my patience and I do not even bother anymore to check my spelling!!
hatoff
Have you complained and reported them to Ofcom and the ISPA? from your posts ive read i can't see you have i would advise it.
Hi Steve
Yes I did report them to ISPA twice and once Ofcom.
The main problem is that I can only get a reply from this Orange person once every 3 days!
(which seems helpful - unless it is just to gain time and I may know what for!)
Every phone call ends with - all will be ok within 24h and then nothing changes.
I believe they have internal communication problems too - never mind their customers' !
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
It doesn't sound as if they are in the least interested in helping you it beggars belief that they expect you to pay for it, i would relay everything back to the ISPA and Ofcom and keep on at them till they either do something or let you out your contract to actually get what you pay for and a proper service.
_________________ ex Freeserve/Wanadoo/Orange Blog
It doesn't sound as if they are in the least interested in helping you it beggars belief that they expect you to pay for it, i would relay everything back to the ISPA and Ofcom and keep on at them till they either do something or let you out your contract to actually get what you pay for and a proper service.
I know - it is ridiculous.
We have been able to contact them again - somebody else (apologetic) is doing it and an hour later phoned us to tell us they have reset our account and should be on within 24H.
We did explain 'several times' the problem is the account frozen and 'obviously' (I work with personal computers since they were born!), I asked my wife (she does the calls,as I am too agitated by this thanks to them!) to tell them that the problem is certainly their software that is doing its job!
In simple words, since there are not payment details listed, the program automatically send an email advicing to fix payment details withing the next 5 days or itmay be taken offline (we have taken the direct debit off since we were not to pay anything until the end of contract) - which is what it did - but not after 5 days - after only a few hours!
I am noe become a person that do not pay his bills - whci I am not and never been - I have a clean slate - I do not own anything to anybody!
I can only wait again.
I do not understand why don't they use a Compliance Dept within the same office were they actually take your money and manage the subcriptions!
They only need one person - a subdirector - to overcome all these non straight forward problems and fix the accounts in 2 minuts - that is all it takes, they need a workaround the program which is simply to add a fake D/D or C. Card details which usually is 4111 1111 1111 1111 and fake details.
That way the problem would have been solved - really in 2 minutes.
Also 'tick' (within the program) the checkbox that states when to send an email to remind the customer the contract ends on ' blah, blah' and either Pay, close the account or ask for a MAC.
Also 'tick' (within the program) the checkbox that states when to send an email to remind the customer the contract ends on ' blah, blah' and either Pay, close the account or ask for a MAC.
Too easy for us!
12 January 2008 - 10.15H - my Home ADSL speed is '0'
12 January 2008 - 13:40H - my Home ADSL speed is '0'
I needed to do quite a lot of work from hone (It is Saturday and I would like to be ther with my family, but I cannot - thanks to Orange).
I nearly destroied one of our phones at work - rage is getting through now.
Orange, together with other problems I am having with 2 other Big Companies - for other matters - are really getting to me now.
... and to think I used to be a calm and quiet fella!
To add to all of this, I had my main computer (a powerful laptop) out of order for a few days - I had to pen it up completely - down to the last screw and pull the Motherboard out in order to get rid of the wolly (!) dust - now is tarting to work again with a few troubles I am soring out.
You can imagine how I feel now - laptop fixed - line is still down - fanmily at home - me at work!
Account still offline! ... it has taken then a couple of hour to take the account off and it takes dauys if no weeks to represtinate it.
When this will end - if ever - I will certainly persue the matter in as many ways as possible - I am not a person that likes to be walked on when I am clearly and utterly right!
Also 'tick' (within the program) the checkbox that states when to send an email to remind the customer the contract ends on ' blah, blah' and either Pay, close the account or ask for a MAC.
Too easy for us!
See what I mean and we have been telling them in the last week - I work with computers and programs all the time and they finally understood - lets hope they do wht they said - these programs have automatisms and you need a workaround if it does not find payment details:
Hello HATOFF,
Thank you for your email.
We would certainly like to help you with this issue.
As per our records, we see that your account is inactive. This is due to
our systems as we have not received the monthly payments. However, as
per the notes we see that you had spoken to our Broadband Customer
Support on 11th of January who have activated your account. However, it
will take 24 hours for the account to be activated. We advise you to try
later in the evening and see if you can connect to the Internet.
If you are unable to connect by evening, please call our Broadband
Customer Support on ************** (lines open 7AM-11PM, 7
days a week, calls charged at national rates) to check the status of you
account as we being a web support team have very limited access to the
tools and are unable to perform the necessary actions for you.
If you have any further queries then please do not hesitate to get in
contact with us again.
See what I mean and we have been telling them in the last week - I work with computers and programs all the time and they finally understood - lets hope they do what they said - these programs have automatisms and you need a workaround if it does not find payment details:
[/quote]
Ah Ah Ah Ah Ah Ah Ah Ah Ah!
Guess what has happened? My dear wife has telephoned them and mention this email, but since they are the 'usual' support team and do not have 'any' power at all to do much there - understandably, as they manage delicate info, they asked 'again' our D/D details in order to activate the account.
So, as I mentioned to them several times, the Orange program that manages account 'obviously' need D/D or C. Card details in order to be complete and 'automatically' get in line for the next 'server refresh'.
A server refresh is nothing else that a server that gets all accumulated changing on many accounts and actually acts them - hopefully and finally.
I am sure that by tomorrow this time, it will work again.
Why did they not listen to us in the first place? Why don't they have a sub-manager that can manually (with responsibility) act on this critical problems and solve them within a days without ruining their customers' health?
99% of Orange force, does not even know how their own system works.
Me, a common citizen with a bit of Computing / Data Transmission / etc. background and not knowing their system at all, knew what the culprit was.
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