nhyder --thanks for posting the contact details
...over the weekend I had been scouring the Orange support pages for just ONE way of contacting them by email, without success. they claim that there is an email contact address beside each "Help" item --I couldn't find any. They would much rather you "phoned" them apparently---wonder why?
Money?....nah, that's being cynical
In the end I found the contact email here on good old OrangeProblems,
over there on the left, about eleven links down.
Email is still spluttering in...one of the test emails sent at 17:13 arrived at 21:45 so it's not completely back to normal...or whatever counts as normal in the weird world of Orange.
Yes thanks, nhyder - have emailed all Three more in hope than expectation. It is obviously not all working to full capacity yet, wouldn't it be nice to have just some acknowledgement/information, after all we are all paying for this service.
I am thinking I may well switch now, though have got to admit email problems have only started recently - there was a problem a couple of weeks back with an overflowing inbox - nothing was being cleared from the server, is this symptomatic of a major system failure or management issue?
though have got to admit email problems have only started recently - there was a problem a couple of weeks back with an overflowing inbox - nothing was being cleared from the server, is this symptomatic of a major system failure or management issue?
The same problems occur time and time again.
Use the Search link in the menu on the left and you'll find the same email problem about a year ago.
It's the French-based servers that fail.
_________________ 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."
I got up this morning to deal with my emails as normal. I did not receive any! I should have had about 20. I can send email, I think, but I cannot receive any. I found this post and see that others are having the same problem. i found it after contacting Orange who took me through the usual steps of re installing everything and setting up email accounts again. It must be their end, but they claim not.
Exactly the same thing has happened to me,usually wake up to about a dozen or more emails from Australia and New Zealand..but zilch!
Why don't they have a page that you can access easily.like Virgin does,to show you when there are problems.Is it because they never admit to them being their fault...or because they want a share of the exhorbitant cost of the phone calls we have to make.
It raises my blod pressure so much to ring some useless person in India I have stopped doing so!
Have received this reply to my emails: Thank you for your recent email dated 3 November 2008, advising that you
received no emails between 31 October and 3 November 2008.
At this point, I regret that I am unable to provide full answers to the
questions you have raised. It is possible that your experiences may be part
of a larger issue that we are currently investigating. If you are able to
provide some further information, this could be a great help to us.
Please confirm the names of the POP and SMTP servers you use for your email.
These would normally be pop.orangehome.co.uk and smtp.orangehome.co.uk.
Please provide details of any error messages you received when checking your
email between the above dates. Please also let me know the date and time of
the last email you received on Friday 31 October 2008, as well as of the
first email you received once you began receiving emails again.
If you are aware of the specific dates and times of emails which were sent to
you, but which you have not received, then this information will also help us
investigate this matter. If you can also provide details of the addresses
that these emails were sent from, especially if you had sent test emails to
yourself during the above period, this may also be of assistance.
I look forward to hearing from you shortly.
I feel I have wasted enough time on this and would like someone to admit that "the larger issue we are currently investigating" IS the problem and my supplying dates and times is just a way of fobbing me off while they avoid admitting anything. I'm still not back in full working order - is everyone else?
Whilst I have had two notifications from this board to my Orange account,I have had none of the expected emails,so am using my Yahoo one for now.
I mailed my self from that at 7am and at 2-49 received it on my FSWorld account.Still not convinced that's all my mails though.
Had this reply from the very misnamed 'help' desk.
Of course all things I'd earlier checked.
I mailed them straight back and asked them to escalate it.
" Thank you for your email.
We apologise for the inconvenience caused to you.
We would like to inform you that there is a known problem that is
affecting some of our users, they are not able to receive emails.
Please try the following diagnostic steps to sort out the problem.
1. Send a test mail to yourself and check if you can send and receive
the same email, also note the time of the same.
2. Check that the mails are not getting delivered to Junk Mail folder.
3. Please check if the email quota for your account has not exceeded.
If these steps dont work, please contact us so that we can escalate the
issue further.
If you have any further queries then please do not hesitate to get in
contact with us again."
I feel I have wasted enough time on this and would like someone to admit that "the larger issue we are currently investigating" IS the problem and my supplying dates and times is just a way of fobbing me off while they avoid admitting anything. I'm still not back in full working order - is everyone else?
No you haven't wasted time.
I think they are stating the minimum that they can from a legal standpoint. This reply could have been phrased by a legal dept.
If Orange have lost vast amounts of email data and it is irrecoverable then they could be in trouble with the Home Office.
I've been having the same problem. On average I get between 450 - 600 emails a day of which 99% are spam which Orange don't seem to be able to control.
The other 1% are important emails but I have received no emails between last Friday morning and Monday 3th at about 4.45pm.
I have just called the Orange reception on 01727 207000. Asked to be put throught to customer complaints. Spoke to a very nice apologetic gentleman who knew nothing about any servers being down but said its quite possible that my emails have been lost for good but to give it a few days to see if they come through! Brilliant! What if they don't!?
Does anyone know if they have broken any rules or if its worth complaining to anyone else?
All appears to be working again now but there has been a deathly silence with regard to the recovery of lost emails, or reimbursement for this failure in service.
I am guessing the emails are lost forever and Orange will not offer any compensation.
To be fair, how do you compensate for loss of emails ?
More importantly, I suggest that they have contravened RIPA.
If you or anyone else affected by this problem were to be identified as, for example a terrorist then they would be unable to supply the data to the authorities under the RIPA legislation.
Further to my recent email, we have identified a delay in the delivery of emails to a number of users on one of our mail servers over the weekend.
This delay was due to an unusually high number of attempts to send email to a specific account on this server. Within one twenty minute period there were over 31000 attempts to send email to a specific mailbox, which had a knock-on effect resulting in severe delays to email being delivered to other users.
Our system temporarily stores email that is unable to be delivered, however, it is only able to hold these messages for a limited time. I am afraid the extent of these delays resulted in the loss of some email, which was unable to be delivered in time.
Our engineers advise that this issue has been resolved and actions have been taken to prevent this happening again. Please accept my apologies for any inconvenience caused by this disruption to your email service, especially if this delay resulted in the failed delivery of email to you during the above period.
In future, we recommend that you use pop.orangehome.co.uk and smtp.orangehome.co.uk for your POP and SMTP servers, rather than any old Wanadoo or Freeserve servers. Whilst this would not have affected the above issue, this should help to ensure that you continue to be able to send and receive email in the future.
I would like to reiterate my apologies for the inconvenience you have experienced and thank you again for bringing this matter to our attention.
Yours sincerely
Darren Gray
Executive Office
[/b]
Not sure about switching to 'Orangehome POP & SMTP servers'. Any thoughts........
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