Approximately 2 weeks ago, my Livebox dropped out. This was nothing unusual and nothing to get alarmed about and, indeed, is something I've gotten used to over the years.
What I was extremely unhappy about was that when my connection came back online, on running the ADSL configuration pages up, I noted that my downstream speed had plummeted to 160Kbps.
I was at that point on the so-called up to 8Mb and unlimited usage package.
Two weeks of increasingly anxious phone calls and exchanges of emails between myself and a succession of people who couldn't help me? I spoke to an engineer on Wednesday. On Wednesday evening, my connection speed was finally back up again (although nothing to get over-excited about: 928Kbps on a line that can receive 'up to 6.5Mbs') In the process of speaking to the first non-Indian call centre person I've managed to communicate with, I changed to a broadband only package (same speed, same usage deal). I was even offered some (paltry) compensation for the dreadful problems of the past two weeks.
So Wednesday was nice.
Thursday was nice.
This morning was nice.
Then, about 5.00pm today, my Livebox dropped out again. And guess what my downstream speed is again? That's right, boys and girls! 160Kbps!
Now, I'm not a complete monkey, and I know a little about technology, but neither am I a genius and I am totally and utterly stumped as to why this has happened again. Is it just a temporary glitch, perhaps, or am I doomed to ANOTHER fortnight of being passed from pillar to post and never getting anywhere?
I am SOOOOO frustrated right now.
Anybody have any thoughts at all on how I can get Orange to deal with this matter, and is there any way of bypassing the Indian call centre, because whilst they are very pleasant and polite, they are, as has been mentioned elsewhere on these forums, clearly reading off a checklist?
"As per the records the call back has been arranged for you on 23/3/2008
from our concerned department and you will receive it within 48 hours."
Orange, if you're paying attention to these boards as rumour apparently has it that you are, take note.
This is not customer service, except in some remote, distant world where people are natural sadists who indulge in self-flagulation on a near-permanent basis.
Get with it, get sorted, keep your customers. Only don't keep me, because I may emigrate to said remote, distant world.
That's it, you have finally gone beyond the annoying and into the realms of the incompetent.
So much for customer service.
I have called you over and over and over again to get this issue resolved. I have received nothing but politeness and patience from the people at the end of the phone. Whilst I appreciate this, politeness, patience and a checklist that is read out to me like a lecture every time I call HAS NOT YET RESOLVED THE ISSUE!
You have raised no less than four line tests.
An engineer called me yesterday and arranged for an engineer to come out to my house "between 1 and 6pm".
Me: "Will he leave a card if I'm not in, or call me to check I'm there?"
You: "Oh, yes."
Me: "Great."
Well, look. It's 6.00pm and I've had neither a phone call, NOR a card through the door.
Please pass on this message to someone who can deal with it and not reply with "We request you to contact our Broadband Technical Support Team on 0844 873 8586 (option 1, 5, 4 and 1, lines are open 24 hours a day, seven days a week, calls charged at 5p per minute) for a line test as you are requested to be in front of the computer."
I respond with "Please call me on my telephone number as you are requested to provide both the service AND the customer service for which I am paying."
This frankly is not good enough and I will be taking this further with the relevant ombudsman, with the media and with whoever else I feel deserves to know about your staggering incompetence.
I have to go out and collect my young child now, who has been left with friends whilst I wait for your non-existent engineer. Thanks for that: it's cost me an extra hour's worth of child-minding.
Your continued inability to resolve this issue or to take my complaint with any sense of seriousness eclipses even that of the former NTL, and believe me, they take some beating.
I await your comments with interest, although not much enthusiasm.
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