I just requested my MAC code from Orange. Of course, they wanted to know why I was leaving, and when I said because I can't access a number of Web sites that I use on a daily basis they offered to get tech support involved.
Unfortunately, the tech support systems were down and there was nothing they could do.
I've suffered with Orange/Wanadoo/Freeserve for many years and have now finally had enough. Got any recommendations as to where to go?
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
If you check here you can check the ISP's ratings list and customers comments which can give you a rough idea of what they are like its all according what your after i know IDNet are good also UKFSN, Newnet Zen, Fast and Bethere have good reputations more pricier than Orange and the like but you get what you pay for.
_________________ ex Freeserve/Wanadoo/Orange Blog
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
You need to ask for a MAC to get something done? if you pay for a service you shouldn't have to threaten to leave for them to do something i think that says it all about their loyalty to customers.
_________________ ex Freeserve/Wanadoo/Orange Blog
Give them a chance.....usually, requesting a MAC gets them off their ar$es.
They've got 30days before you have to use the MAC code so it might be worth letting them try.
I appreciate what you're saying, however, they had their chance when I elected to pay for the technical support phone call. During the phone call, they proceeded to tell me that my problem was not a supported issue (despite the fact that it's clearly an Orange network issue).
I'd rather pay the extra for proper support, so I'm off.
You need to ask for a MAC to get something done? if you pay for a service you shouldn't have to threaten to leave for them to do something i think that says it all about their loyalty to customers.
No, I said it gets them off their ar$es.
There aren't that many service/utilities companies who are pro-active most need a kickstart.
Have just spoken to Orange technical support. The chap immediately said they were aware of there being an issue re visiting certain websites and they are trying to sort it out.
Less positively, he said it could take 24 hours but here's hoping he's wrong!
Anyway, having been an Orange customer since its freeserve days I have to say I have generally been very impressed with their customer service and service availability - whether this will change all that remains to be seen I guess!
Have just spoken to Orange technical support. The chap immediately said they were aware of there being an issue re visiting certain websites and they are trying to sort it out.
So it only takes them 18 hours to figure out there's a problem? Despite having numerous people calling them up and telling them? And it will take a further 24 hours to sort out? And worse, I look at their system status page and it's all full green. I can understand a company having occassional problems, that's not what is getting my goat here. The issue is the lack of ability to accept that there might be a problem, and then to actually keep me informed about what they are doing about the problem. This is just basic stuff.... Isn't it?
I look at their system status page and it's all full green. I can understand a company having occassional problems, that's not what is getting my goat here. The issue is the lack of ability to accept that there might be a problem, and then to actually keep me informed about what they are doing about the problem. This is just basic stuff.... Isn't it?
System status is always green. Orange have been having the same problems since at least 2005, soit's not as "occasional" as you think.
To my knowledge, Orange don't perform any fault correction work, it's all sub-contracted, that's why it takes so long (communication path). Also their contract management skills seem to be fairly poor. So when the sub-contractor tells them they can't find a problem they believe it.
Poor communication within Orange is the crux of their problem.......isn't that sad bearing in mind the industry that they're in ?
_________________ An ex-Orange guinea pig
"The first third of our lives is ruined by our parents, the second third by 0range then along comes 02 and you die happy."
It's now over 24 hours since I first experienced the problem and I still can't connect to my favourite Web sites. Tech support have just got around to suggesting idiotic things like "Reset Internet Explorer", "Disable Anti-Virus software", "Try a different computer" DUH!
I'm definitely moving as soon as I get my MAC code. Falconnet seem to be pretty responsive. Sure they're a few quid more expensive, but they also throw in 8 static IPs, no blocked ports and no traffic shaping. Oh yes, and someone who seems as though he knows what he's talking about!!!
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Hi mmoore
Falconnet is a good choice they resell for IDNet and Entanet i used to be with IDNet and they are excellent and well worth the extra.
Good Luck
_________________ ex Freeserve/Wanadoo/Orange Blog
My own sites are hosted by Heart Internet. I haven't been able to access any of them since yesterday morning - or get e-mail through them. many other sites work OK - but not BT.
Apparently other non- orange users can see the sites OK, and could well be sending me e-mails - but I can't get at them
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