I have been offline for 8days now after receiving the 4 line email about the upgrade that would take half an hour. I am heavily reliant on my internet connection and never had a problem with Wanadoo/freeserve.
I have rung Orange about 15 times over the last week to been given all sorts of misinformation and downright lies - i must have spent around 6 hours on calls to them. I have asked to speak to a supervisor on many occasions but apparently Jim Henson passed away some years ago. I too have been told that Customer service are not there to service customers!
I have now been told that i will probably be down for a few more days, it is all devastating to my work etc.
A few questions -
What are my chances of actually being up and running again soon? I obviously have complete mistrust for anything Orange say to me.
I have spent probably over £40 on calls to the 7.5p a minute line (which i hope it is as per the email i received, although they probably lied about that too). I am expecting Orange to reimburse these costs - is this reasonable?.
Has anyone successfully sued Orange for any consequential loss? They obviously know that there are severe problems with these upgrades but unilaterally go ahead without the customers consent?
They have told me that outtage prevents me from signing up to another provider to try and get back online asap. Is this another lie?
Who can i complain to that have reall teeth, i 've seen references to the ISPA?
Thanks for any help. Orange must be perhaps the most inept organisation i have dealt with in my life. One customer service person admitted that they have absolutely no interest in assisting customers stating that i would just have to sweat it out and get in touch with them if it ever gets sorted out and then argue over compensation. I have also had one admitting that half-hour LLU migrations are utter b0llox and that the orignal email is an outright misrepresentaion.
I wonder if their culture of lies goes right to the top. In these post-enron days all those folks running the show should be a little careful.
What are my chances of actually being up and running again soon?
Thats very hard to say, depends on what the actual fault is, and at what stage things are currently at.
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I have spent probably over £40 on calls to the 7.5p a minute line (which i hope it is as per the email i received, although they probably lied about that too). I am expecting Orange to reimburse these costs - is this reasonable?.
If you were calling the 0870 number then it should be about 7.5p. You'll probably be able to claim that back, usually they'll ask you to highlight the calls and send a copy of your phone bill in once things are fixed.
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Has anyone successfully sued Orange for any consequential loss? They obviously know that there are severe problems with these upgrades but unilaterally go ahead without the customers consent?
You're unlikely to get anything that route, the contract ties up most of those sorts of ends so you can't claim for loss of earnings or costs caused simply by lack of access. You'd have to check with a lawyer to be sure where you stand though.
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They have told me that outtage prevents me from signing up to another provider to try and get back online asap. Is this another lie?
Well it wouldn't prevent you as such but it is always possible the fault is caused by something other than the LLU change meaning a new provider may experience the same issues in a worst case senario.
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Who can i complain to that have reall teeth, i 've seen references to the ISPA?
No harm in trying, there's a bunch of posts on here talking about people's experiences with contacting them.
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One customer service person admitted that they have absolutely no interest in assisting customers stating that i would just have to sweat it out and get in touch with them if it ever gets sorted out and then argue over compensation. I have also had one admitting that half-hour LLU migrations are utter b0llox and that the orignal email is an outright misrepresentaion.
Some of the support staff's views do seem to get quite jaded on this. Practically all they hear are the problems with a lot of the fixes happening when the customer isn't on the line so mostly all they see are the problems taking longer to fix than IPstream on average.
Though this forum points out a lot of problems where that email is wrong I don't believe it's as bad as many make out. I'm sure Orange can work out their finances so if it looked like LLU was going to cost them more and really effect their brand reputation badly then LLU would be dropped in a heartbeat.
Two weeks now still completely offline. No-one at Orange can tell me what is going on. Still getting the " are the green lights solid" nonsense, when i have already been through it a million times with them. Lodged a complaint with the "escalations" department but can imagine that that will achieve nothing. They know the fault is on the line - one guy from Rotherham i think, said that when they do a block LLU migration and some lines work whereas others don't it's like a needle in a haystack as to finding the fault.
Does this ring a bell with anyone? If so, can anyone tell me how long it is likely to take them to sort it out?
Next stop ISPA.
_________________ The Future is Sh1te -If the Future is Orange
Update - spent 30mins holdidng to speak to Orange tech to find out that absolutely nothing has been done to resolve my fault so anonther one would have to be raised. The told system is down so would have to ring back tomorrow and also told interestingly that currently 50,000 Orange customers in London are currently without any Broadband!
I have never dealt with such an inconceivably badly run organisation.
_________________ The Future is Sh1te -If the Future is Orange
No new line test been done - now found out that the last line test was suspended or something - i can't believe that absolutelyt nothing has been done in two weeks. It's tragic. Orange just don't seem to care at all.
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down from your 2meg.
