I can't believe they can be so evasive...actually, yes I can.
I've had no email since 23rd August! I certainly don't feel lucky.
How can such a big organisation be so poor at so many things? If I was "Mr Orange" I'd be totally ashamed.
Well, it seems it's worth posting here as it's resulted in my situation being looked at. It turns out I hadn't dialled up in over a year so my account was suspended, so things are better now. However, some of my mail is sitting on the server and still not downloading to my computer.
Well, it seems it's worth posting here as it's resulted in my situation being looked at. It turns out I hadn't dialled up in over a year so my account was suspended, so things are better now. However, some of my mail is sitting on the server and still not downloading to my computer.
I'm glad it's been worth it for you!
When is it my turn? - whoever's listening in here - I've not only had no emails today - I've had no internet access at all. It's just come back on. I still have hundreds of missing emails and some that are turning up over a week late.
Many have disappeared altogether.
Many people think I no longer exist because they're getting 'message undeliverable' notices.
I'm losing my business, my work, my living and Orange obviously doesn't give a monkey's. This email address is on all my paperwork and is the one that people have had for me virtually since email began - that is, I can't afford to change it.
However, if Orange succeeds in losing me my business (which is entirely online) then it doesn't really matter because I won't be able to afford an internet and email access anyway.
I'm still getting the problem of email not downloading from the server, so you're not on your own. It's just I can access it via the website now.
I hope it works out soon for you!
Thanks for your reply, AndyTaz. I emailed that address yesterday. I have now emailed it again.
Maybe they replied to my email of yesterday and that reply has gone the way of hundreds of my other missing emails ie disappeared. How ironic that would be.
I've been in contact with both executive.office@orange.co.uk, and executive.office@orange-ftgroup.com (same department) over the past couple of weeks. Now, although my problems seem to have "fixed themselves", let me give you an idea of the sort of time scales involved. An email response from them has been anywhere from 2 hours to 4 days. On 2 occasions I have been promised a phone call from a representative within 24 to 48 hours. Both these times scales have been and gone with no calls. I've no doubt that somewhere behind the scenes there's a beardy bloke pulling his hair out trying rectify these problems. But this lackadaisical approach to customer service is just a poor show. Not following up the automated response (if they send one) is one thing. But to promise a call, twice, and not follow through is, I my opinion anyway, very bad customer service.
I'm a patient person so I've just made a nuisance of myself with Orange to get results. It seems the only way to get things done now days. I won't lie it has got me close to pulling the plug on Orange, but unfortunately it seems that this is just as common with the other ISP's, in fact business in general. I find I'm having to spend more time on the phone with with companies sorting problems than I ever used to. One day large firms will realise that their business is based around their customers and not the other way round!
Wow....that turned into a bit of a rant
But then it does seem Monsieur Orange does read this forum after all
Last edited by Miguel on Thu Sep 10, 2009 5:59 pm; edited 1 time in total
I emailed Executive support - e-mail address in one of the posts above after being fobbed off with the standard response of no problems on the server and chcking my firewall / anti-virus software. I included the headers from an e-mail that took 8 days to get to me. 48 hours later I get a phone call saying there are massive server problems that are being given top priority. There is no timescale yet as to when they might be fixed. I gave them permission to access my webmail so that they could send some test e-mails to it. They promised to keep me posted as to when the problems may be fixed.
Yes, the escalations team rang me on Thursday and haven't been heard from since. I wasn't even rude to him either. In fact, considering I'm losing my business and will soon be starving to death, I was very nice to him.
Here is a copy of an e-mail just received from Customer Support - shame they don't use spellcheck!! And has the problem been fixed?? I give up..........
Thank you for your email.
regarding email issue
it was a multy user issue and i am sorry that you were affected
We beleive that this issue has been resolved over the last week so hope
very much this is the case.
If still having ongoing issues dont hesitate to email us back
If you have any further queries then please do not hesitate to get in
contact with us again.
Nope - the problem has not been fixed - I've received no emails at all for the last couple of hours - which is impossible, even on a Sunday. Not to mention the ten I've sent myself from another account...
I've heard absolutely nothing since the phone call on Thurs.
Surely this should matter to Orange. I don't understand why they are neglecting so many customers.
If there were some way of updating my fsnet.co.uk address to a newer Orange address/system (given that newer customers aren't getting the same problem), but somehow keeping the same address, would that fix the problem?
sarah M wrote:
Here is a copy of an e-mail just received from Customer Support - shame they don't use spellcheck!! And has the problem been fixed?? I give up..........
Thank you for your email.
regarding email issue
it was a multy user issue and i am sorry that you were affected
We beleive that this issue has been resolved over the last week so hope
very much this is the case.
If still having ongoing issues dont hesitate to email us back
If you have any further queries then please do not hesitate to get in
contact with us again.
I have received five emails in the last 6 hours which is ludicrously few - and none of them are any of the ten I've sent myself.
Where are you going to do something, Orange???
[quote="montrose"]Nope - the problem has not been fixed - I've received no emails at all for the last couple of hours - which is impossible, even on a Sunday. Not to mention the ten I've sent myself from another account...
I've heard absolutely nothing since the phone call on Thurs.
Surely this should matter to Orange. I don't understand why they are neglecting so many customers.
After several sent messages and no reply I sent them an email in big red bold letters telling them in no uncertain terms that this had been going on too long (1 month) and that if they didnt ontact me within 48 hours I would be taking my custom elsewhere. as a loyal customer I deserve more.
Within about 3 hours I received a telephone call !!! apologising etc, have I checked settings etc etc, told them yes and that this was not just my problems but lots of people had been suffering the same problem. was told that they had to treat as a single user issue, asked 'just how many people do you need to upset before it becomes a multi user issue' ? no answer.
I gave them permission to access my emails to try to rectify, that was yesterday around 8.00pm, they promised to call me, to keep me updated. I will let you know how I get on .
This is beyond a joke now told them to stop trying to blame users settings etc and get it sorted.
After several sent messages and no reply I sent them an email in big red bold letters telling them in no uncertain terms that this had been going on too long (1 month) and that if they didnt ontact me within 48 hours I would be taking my custom elsewhere. as a loyal customer I deserve more.
Within about 3 hours I received a telephone call !!! apologising etc, have I checked settings etc etc, told them yes and that this was not just my problems but lots of people had been suffering the same problem. was told that they had to treat as a single user issue, asked 'just how many people do you need to upset before it becomes a multi user issue' ? no answer.
I gave them permission to access my emails to try to rectify, that was yesterday around 8.00pm, they promised to call me, to keep me updated. I will let you know how I get on .
This is beyond a joke now told them to stop trying to blame users settings etc and get it sorted.
Probably, due to your RED message I have also received a reply from Orange to my e-mail which I sent more than a week ago. I have fixed my problem last week thanks to Miguel's instructions but the way they treat their customers makes me sooo angry. I am locked in a contract with them (last year when I was trying to leave they threw me a bone in a shape of a 3 free months) and, despite the fact that they are not providing service they are meant to provide under the terms of agreement, I still can't leave them and that is what they are banking on.
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here anyway and I did not change anything
