I am so angry with Orange, it's unbelievable what's been going on over there the past Three weeks.
1. All of a sudden my 2nd line voicemail no longer works. I have a business and use that number for incoming calls. Clients are really happy when met with... "The voicemail is not active, please try again later" Hangs up!
Really makes a great impression. I've called Customer support at least 5 times and done the dance between 'Tech Support' Customer Support' till I'm blue in the face. Eventually got someone to actually "listen" to what my problem was instead of just going through their procedural motions and was issued a new pin number some 3 days later.
To my dismay, that didn't work either... The saga continues...
How can I get my point across without sounding like I'm racist?
I really struggle to understand the heavy accents of the support teams. So much so that after asking them to repeat what they said, or talk a little slower (which usually lasts for about 20 seconds), that I simply give up as I feel my blood pressure rising!
Ok, that's just the voicemail hell that's cost me untold damage to my reputation. There's so much more to that story alone but I'll spare you the details.
With that said, here's the worst part...
Part of my business involves uploading images, web pages etc for my clients. I design sites and provide consulting services for small business owners. So can you imagine my frustration, not to mention my client's, with not being able to consistently upload files via ftp?
The speeds have been ridiculously slow the past 2-3 weeks, about the same time i began to experience challenges accessing the Orange website itself.
For example it will take 45 minutes to upload a 2mb file, and in most cases I'll get a socket error, or only a part of the file will upload and then eventually time out.
As I write this, I'm attempting to upload a 7KB index,html file. That's no size at all, but so far it's taking 11 minutes and just hangs, then eventually asks me if i want to overwrite the previous file! It will continue to due this all day!
Tech support have been "very helpful" by telling me to run speed checks. "There's nothing we can do about it" I was told. Wait 48 hours.
Hang on, if there's nothing that can be done, why should I wait 48 hours?
I digress!
So here I am, customers screaming at me for their websites to be uploaded, no 2nd line voicemail (and all my advertising points to that number).
I'm totally stressed out because of this. Yes, people are starving all over the world, but this is my reality and it's already costs me hundreds of pounds in business, not to mention reputation.
I don't know what's going on over there. I've been with Orange for two years now, never had a problem, customer support, tech support were always great. But now everything seems to have taken a change for the worse in all areas.
Orange now bring back the horrid experiences I had with BT Broadband two years ago, that's why I switched to Orange.
Well, I have to take action myself, because my business is hard enough with the economic downturn. The last I need is this.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Hi,
There are plenty of good ISP's 02/Be are are reliable fast and popular Be offer a Pro package which is a 24meg download and 2.5 meg upload, check if they have their equipment in your exchange, go to the Bethere website and read the details, having said that its all according what sort of package you want, go to DSL ZoneUK ISP ratings page there you will find whos top and whos' crap plus customers comments and what each ISP offers.
_________________ ex Freeserve/Wanadoo/Orange Blog
So ... It's not just me then, 3 minutes to access Orange home page - 3 minutes to log into webmail - 3 minutes to open an email - Three minutes to click back - thats if it gets there at all and doesnt time-out!
Been like this for at least a week - I can surf all over the universe, no problem
but Orange seems totally screwed -
if there's a problem why cant they admit it ???????
So ... It's not just me then, 3 minutes to access Orange home page - 3 minutes to log into webmail - 3 minutes to open an email - Three minutes to click back - thats if it gets there at all and doesnt time-out!
Been like this for at least a week - I can surf all over the universe, no problem
but Orange seems totally screwed -
if there's a problem why cant they admit it ???????
I have the same problem, but not just with Orange. I have asked the question of Orange if there is a known problem with their service and if so what are they doing about it. They have not answered that or many other questions I have raised. Customer support declined to give an e-mail address to contact them initially!
I have resorted to putting pen to paper and writing, since I live in hope that because it is going to someone in the UK, whoever gets it should have a basic grasp of the language I use and therefore be able to address the problem without needing to go through a script to find it.
I have just this minute switched to o2 (now Sky)'s ADSL 2+ service and the browsing speed is absolutely lightening. I click on a link and within a milisecond the next screen is there. Its quicker than some of my customer networks all for £7 a month!
Download speed 81 Kbps
Upload speed 380 Kbps
QOS 16 %
RTT 283 ms
Max Delay 1843 ms
Avg Delay 251 ms
Max Bandwidth 5200 Kbps
Route Speed 1852 Kbps
Forced Idle 73 %
Route Conc 63.9
Download test s
Upload test s
Download speed 5306 Kbps
Upload speed 697 Kbps QOS 99 %
RTT 20 ms
Max Delay 82 ms
Avg Delay 2 ms
Max Bandwidth 5360 Kbps
Route Speed 26214 Kbps
Forced Idle 0 %
Route Conc 1.0
Download test s
Upload test s
Well, one wek later and nothing has changed with my upload speeds, or voicemail service.
I have lost 3 clients that I know of and who knows how many have tried to call me based on the advertising I have out there and could not even leave a message on my so called 2nd line voice mail.
Lats week I wa spromised that the whole case would be escalted. Everyday I tried my voice mail, no chnage. Every day I attempted to upload files. Works fine in the morning but forget it in the evenings. Upload file errors one after the other!
I called them today. Tech support. first, the usual challenge trying to understand because of the heavy accents. The the whole sage starts from the beginning again. This time i simply refused to repeat myslef as I've done at least 7 times before.
"Read the notes" I said! Poot thing, I know it's not her fault and I tell myself to try and remain calm as she goes through her scripted procedure.
Whatever happened to actually listening to a customer?
Anyway, the verdict was... Nothing had been done!
"We can't do anything about it sir"
Oh, shall I come over and fix it then?
I digress.
Further promises of escalating my case to a department that I didn't even acoustically understand what it was and was tired of asking to repeat.
Done button! Over with. Have to switch and now!
What a mess Orange.You used to be so good. I used to recommend your company to all my friends and colleagues, but now I tell them to run a mile...
In the direction of your competitors.
Whichever over paid smart Alec decided to move your customer service outside of the UK, where it's no doubt cheaper, needs to resign. The quality of your service has sunk to an unacceptable level.
Good luck Orange. I hope you pull it all together for the sake fo the employees who stand to lose their jobs if you carry on like this.
Here's one customer less and whole bunch more through negative word of mouth. You know, that viral marketing stuff you're marketing department is always trying to put into action.
You have so far obviously had the same dire experiences with Customer support outside UK. I to share you frustrations at there inabaility to use initiative or listen.
I wrote to Customer Services in Rotherham. They arranged a technical support call for me. I have been speaking for 20 minutes with an audible, coherent, English as a first language speaking person. I got further in those 20 minutes than I had in Three days with the numpties abroad.
What I have discovered is that Orange had downgraded my service to 2MB, without advising me that they were doing so. They did this back in 2007 but neglected to drop the Direct Debit payment. So I do have an issue there still.
That said, I have just done a speed test a few minutes ago and my download was 6.5Mb and upload 499Kb.. All the sites that for the past Three weeks have taken an eternity to load (Well 3 or 4 minutes), if at all, are loading up in what for me is an acceptable 10 or 12 seconds.
I think it would be worthwhile contacting the organ grinders as the monkeys are clearly incapable of doing anything.
I realise it is like taking a step backwards in time having to write, with actual pen and paper, to your ISP but it seems to have worked for me. At least for the time being. I am getting a follow up call from the same person in a couple of days to check on how the line is performing. I am hopeful the recent day or so's speeds will be maintained from now going forward.
I'm already putting things in place to switch over to another provider. Even if I get an English speaking tech support person, it's too late. I've lost all confidence in Orange.
My voice mail is still not working after, upload speeds from around 4pm onwards to midnight are... ah forget it. Tired of hearing my own voice on this topic.
Is it just me or do the masses hurl abuse at the 'big companies' with ease but when they look into things carefully, it is actually themselves who are to blame...
5. Use Of The Service(s)
5.1 You acknowledge and agree that the Service(s) are intended for residential use only and not for business purposes. We reserve the right to suspend or cancel any or all of the Service(s) if we reasonably believe they are being used for business purposes by you or anyone you permit to use the Service(s).
Personally, if i worked for Orange, i'd terminate your services myself for breaking T&C's.
Oh, and before you say you never signed this contract with any pen on paper...read up on Distance Sales Act
But if you are silly enough to believe that a contract should be severed the moment a technical issue occurs on ADSL broadband with any ISP then you are practically arguing for the creation of a service provider without a minimum contract period.
That shouldn't be done and shouldn't be allowed, there should always be minimum contract periods to prevent people from cost avoidance and leaving without paying for a month's service. What company in the right mind would take a case to court over £17.99 unpaid fees when it costs a minimum of £500 just to hire a solicitor for contractual disagreement cases
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Try reading the posts first on this forum before you post, and please don't keep assuming other posters are silly.
Quote:
But if you are silly enough to believe that a contract should be severed the moment a technical issue occurs on ADSL broadband with any ISP then you are practically arguing for the creation of a service provider without a minimum contract period.
Regarding this comment no im far from silly enough.
_________________ ex Freeserve/Wanadoo/Orange Blog
90% you will not have the same problem, 3 months is disgraceful i would't bother waiting any longer, if by chance you did have a problem with another ISP they would get you up and running again in no time.
Remember that comment? Quoting percentages so exact has to have factual backing and since that percentage is far from exact i'd consider that comment absurd, ridiculous and irrational and if my memory serves me correctly, i'm sure they fall under the definition of silly
*checks the dictionary*
Ah, so they do
Unless of course, you are admitting to a rough estimation, in which case i'd have to challenge you on where you collect such figures from. Are you in the research team dedicated to checking how ISP's interact and resolve issues with the ADSL suppliers? If you are, please could you tell me why BT retail could possibly be slower than other ISP's at fixing issues when all they have to do is throw faults through Siebel and run down a few flights of stairs to speak with BT OR?
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