I moved into a new build house on the 27th of June, had my BT line installed on the 7th of july (with the same phone number) and I'm still without a broadband connection to this day.
I got the usual "could take upto 15 working days" when I called to do the mooving house process so for the first Three weeks I waited patiently.
When I called them up i was told that the automated system had put in multiple orders to BT to have my line BB enabled and because there was more than one order BT was rejected them. The customer care parson apologised and said they would put in a manual order and to wait a week before calling up to see how its getting on!! Should they not monitor this themselves?I was really peeved of so I complained and was offered 6 months free once the BB was back up and running. At this point I coouldnt believe my luck.
A week later I called up and spoke a very monotonously voiced, uncaring customer care person who told me there were multiple orders to BT so they were getting rejected. ARGH!
I said that a week before someone had put in a manual order to try and fix this problem but he had no explanation of what was going wrong.
I couldn't stand talking to him any longer because getting information from him was like trying to get blood from a stone so I asked to speak to his manager. Straight away he said that they were not available(suspect or what?) so I asked if one could call me back. Guess what, no one ever called.
When I called them the next day they said my order was in a que waiting for an admin to look into the matter. They couldnt even tell me roughly when it would be look at it so after I had hung up I had no idea when my BB service was going to resume.
I had had enough. I called up on the 8th to request a MAC code and was told I would recieve one via email in 5 working days.
Yesterday I recieved a letter asking me to call them up as they couldnt generate a MAC code because my line had been "ceased".
I called them up and apparently the cease is due to a technical fault on BT's end. Aye right!
They are now saying that the cease will be lifted on the 18th and to give them a call on the 19th when a new MAC code should be able to be generated.
Even after being offered the 6 months free, and me not having the internet, they still billed me the other day. Outrageous!
I didn't think a company as big as Orange could really be this incompetent!
Can anyone shed some light on whats been happening with my account?
Is it so hard to process a moving house request?
Thanks for the help.
I'll give o2 (now Sky) a call tonight as I cant get through their online system because my billing account is held by my partner and I and for some reason o2 (now Sky) wont allow payment accounts to be held by more than one person!!
It was an Indian call rep I spoke to btw.
What do you think has really been happening behind the scenes with my account?
What do you think has really been happening behind the scenes with my account?
Either they started the provisioning too early (before BT line was active) or there is some other work going on at your exchange which prevented a successful provision or they are just incompetent.
Well my bb was turned back on by Orange on thursdy night, and I'm connected at a blistering 128k down and 64k up.
I called Orange to see what was up and they say that there is work still being carried out on the line and that it is due to be finished by the 18th.
I may be being a bit cynical but, I reckon they have connected me at the slowest speed possible because I've requested a MAC code and they know I'm leaving.
3 years ago, when I moved into my new build flat, I went through the same process, only, when it was connected I had the full bandwidth immediately. None of this interim bullcrap I'm experiencing now.
I hope it all sorts out for you mate i just can't believe Orange's customer service. Can they possibly get away with this behavior for much longer, surely not?
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