<Livebox Issues? ~ How to get help with your broadband from UK operators
Employee
Posted: Mon Oct 13, 2008 3:59 pm
Joined: 20 Jul 2007Posts: 95
I learnt this the other week in a training session, figured I may as well pass it on.
If you are truly stumped with problems with your Orange Broadband, and the offshore call centres just aren't helping you to resolve the issue, and you feel that speaking to someone in the UK will help...
I really am serious. The retail stores have a dedicated broadband support number that connects to a UK broadband support team. They'll put you on the phone to them.
I give this advice with a certain amount of trepidation. Please do not expect miracles. Some issues are genuinely hard to resolve, especially if you are not in an LLU area where it's our own equipment we're dealing with. Sometimes, just now and then, some of our offshore people actually know what they are doing and the info or advice you will get will not change. Be patient. Mr Smith will ask you to conduct the same sort of 'make sure it's switched on' kind of tasks Mr Singh did. It's called being thorough, not awkward. And please don't take anything out on the Orange Retail store staff, they are sales people, not technical or even really customer service, they can't help, and people standing about getting upset will upset them because you'll scare customers away, and they may end up removing this service and you're stuck dialling Mr Singh at 50p a minute.
So, good luck! Hope that helps some of you in some small way.
Last edited by Employee on Tue Oct 14, 2008 3:47 pm; edited 2 times in total _________________ I work for Orange Pay Monthly Mobiles. Feel free to ask for help.
I really am serious. The retail stores have a dedicated broadband support number that connects to a UK broadband support team. They'll put you on the phone to them. Mr Smith will ask you to conduct the same sort of 'make sure it's switched on'
Fine, if you've got mobile broadband, but I don't fancy lugging my tower+monitor+keyboard+Livebox all the way into town........or are you having a laugh ?
I really am serious. The retail stores have a dedicated broadband support number that connects to a UK broadband support team. They'll put you on the phone to them. Mr Smith will ask you to conduct the same sort of 'make sure it's switched on'
Fine, if you've got mobile broadband, but I don't fancy lugging my tower+monitor+keyboard+Livebox all the way into town........or are you having a laugh ?
*shrug*
I ain't saying it's ideal, just thought someone might appreciate the info. Maybe you have a better plan of action, that's fine with me, I don't work in the broadband department, so I don't claim to know anything about it
_________________ I work for Orange Pay Monthly Mobiles. Feel free to ask for help.
Aren't the call centres being insourced back again anyway?
By the end of the year we're told. Fingers crossed on both sides of the telephone I'm sure
Oh and in response to:
borednow wrote:
Fine, if you've got mobile broadband, but I don't fancy lugging my tower+monitor+keyboard+Livebox all the way into town........or are you having a laugh ?
Apparently the people an Orange shop will put you on to can do call backs, and will actually do them, so you can get them to call you when you're home again. Not ideal having to wander into town, but it's something. So I am told anyway, as I said, not my department, just trying to relay some useful info.
_________________ I work for Orange Pay Monthly Mobiles. Feel free to ask for help.
Apparently the people an Orange shop will put you on to can do call backs, and will actually do them, so you can get them to call you when you're home again. Not ideal having to wander into town, but it's something. So I am told anyway, as I said, not my department, just trying to relay some useful info.
Also there are several ISPs out there who you can email or phone from the convenience of your home.......and get a straight answer to a simple question....... we could go to them instead
Apparently the people an Orange shop will put you on to can do call backs, and will actually do them, so you can get them to call you when you're home again. Not ideal having to wander into town, but it's something. So I am told anyway, as I said, not my department, just trying to relay some useful info.
Also there are several ISPs out there who you can email or phone from the convenience of your home.......and get a straight answer to a simple question....... we could go to them instead
Haha, are you here to bash or here to help? I did say it wasn't ideal, but it's better than nothing?
_________________ I work for Orange Pay Monthly Mobiles. Feel free to ask for help.
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we could go to them instead 
