Just to add that since the phone call I made last Tuesday, if I had not phoned up Orange to chase things up, how come I get the impression that I would still be waiting for a call from Orange.......!!
If I do get a phone call from Orange OR my linespeed increases OR I get a reponse from my email, I will post on here!
if I had not phoned up <a href="http://www.maccodes.co.uk" target="MAC">Orange</a> to chase things up, how come I get the impression that I would still be waiting for a call from <a href="http://www.maccodes.co.uk" target="MAC">Orange</a>.......!!
I think this is one of the major failures of their CS/TS procedures.
The agent that takes the first enquiry should see that problem through to completion and signing off. To my knowledge Tom, Dick and Hari get involved resulting in nothing being seen through to the end. Also there's no guarantee that a note has been entered on their system to keep an accurate track of the problem.
Perhaps this is deliberate because the customer cannot then hassle the agent if nothing is progressing. You know the routine : phone up again and get "We'll do a line test" even though the previous 4 agents have already done line tests which probably have not been recorded.
Orange have a self-inflicted terminal illness unfortunately.
Joined: 13 Nov 2009Posts: 408Location: South East Essex
Borednow wrote:
Orange have a self-inflicted terminal illness unfortunately.
Isn't that true of most service providers who opt for overseas support centres. They may save the provider money initially but how many customers do they lose because of it.
Given the choice between provider with a UK based support centre & one with an overseas one I know where I'd be off to.
Sometimes it's not much of an issue but when you get significant problems then it can prove to be a total nightmare as it's proving to be in this case.
Fortunately the trend is to pull CS back to the UK, hopefully Orange will do the same.
best thing everyone on Orange should do is cancel due to the service being un usable and the customer servivce in bangladesh is apolling
cancel, cancel, cancel,
Still getting speeds of 0.8meg and no phone call from Orange to tell me what is happening.
However I have had an email from the executive office and I have been told that the issues raised in my email are being investigated and I will get a phone call from them within 48 hours.
At the end of the day, if an existing customer moves packages, which in my case was home select £20 a month to home select £12 a month, then yes by all means see if the line speed can be increased, if it cannot, then settle on the last stable line. If the speed is decreased then alarm bells should start ringing and automatically somone should look into it. An email should then be sent to the customer explaining that they will suffer slower speeds but someone is looking into it. Keep them updated and restore the line as quickly as possible
IT SHOULD NOT BE LEFT TO THE CUSTOMER TO HAVE TO DO ALL THE PHONING, THE CHASING UP AND GENERALLY GETTING NOWHERE WITH Orange!
Afterall the low speed of my line lies with Orange NOT ME!!
I wonder how many customers have ended up on extremely slow speeds like myself and they are browsing away unaware!!!! If they don't get in touch nothing will be done, well in my case, even when I got in touch, nothing was done!!! Fingers crossed the executive office will get a few backsides kicked and I can report that my speeds are back up to what they should be!
Joined: 13 Nov 2009Posts: 408Location: South East Essex
BroadbandKing wrote:
I wonder how many customers have ended up on extremely slow speeds like myself and they are browsing away unaware!!!! If they don't get in touch nothing will be done, well in my case, even when I got in touch, nothing was done!!! Fingers crossed the executive office will get a few backsides kicked and I can report that my speeds are back up to what they should be!
It was once that the executive office got involved that things started to move for me. It did take a time mind you.
I agree that it's highly likely that many less informed users than ourselves plod along with lines far slower than they need me. Thankfully we know enough to know there's a problem.
As an example of this "ignorance" a very good friend of mine was on Sky Max which should give speeds way in excess of 8Mb and was paying £10pm for it. When I checked he was getting less than 6Mb as he was so far from the exchange. He then switched packages to an 8Mb one & paid £5 less & got the same speed.
Isn't that true of most service providers who opt for overseas support centres.
It certainly seems that those, including BT, who select an Asian-based sub-contractor fare worse than those few that use European sub-contractors. BE use a Bulgarian operator with good results apparently.
One point that has always puzzled me, why does Orange-FranceTelecom use a French call centre for their customers in France ?....I'll leave you to think a nano-second for the answer !
Joined: 13 Nov 2009Posts: 408Location: South East Essex
I first got the email from Jonathan (orange response) on 15/12. That was over 3 weeks after I was first connected. It was 28/12 when my speeds started to increase until 1/1/10 that I was on my full 10meg. I'm now happy with the d/l speed & my 1meg u/l speed.
Because of issues I had when first connected - wrong username & password - I was given 1 month free. As for my general speed issue I was offered nothing & until today didn't ask for anything. Thanks to your post I will be sending off an email asking for something additional today.
After the first week or so of issues I was using a freephone number so didn't incur any more costs but obviously wasted many hours dealing with Customer Support in India so I guess extra compensation would be warranted. If you don't ask you don't get so ask away.
What does seem important is to leave your router permanently on at least until things settle down.
From my experience I'm fairly confident that your probs will be resolved , it just sad that so much effort is required.
Joined: 13 Nov 2009Posts: 408Location: South East Essex
Borednow wrote:
One point that has always puzzled me, why does <a href="http://www.maccodes.co.uk" target="MAC">Orange</a>-FranceTelecom use a French call centre for their customers in France ?....I'll leave you to think a nano-second for the answer !
How many Asians do you know that speak french for one thing?
Joined: 13 Nov 2009Posts: 408Location: South East Essex
Seeing the noise (SNR Margin) drop is the first sign that something might be happening. For me the profile changes seemed to happen overnight, so fingers crossed.
Actually I saw no difference between my own router (Buffalo) and the new Orange one (Inventel?) for any of these stats.
How many Asians do you know that speak french for one thing?
That wasn't the point I was making....rather why don't <a href="http://www.maccodes.co.uk" target="MAC">Orange</a> use a UK based call centre because they use a French one for France.
But to answer your question, with regard to countries, Vietnam, Laos, Indonesia, Cambodia, South Korea, Thailand.
totaly with you on that one, im yet again on the phone to Orange, yesterday wasted 4 hours on the phone to india,
today so far been an hour and counting,
i was told yesterday i would need to wait 5 working days before i can call back to arrange a BT engineer, after kicking and screaming last night i gave up, this morning BT were at the house at 10am, what happened to the 5 days? he picked up an unbalanced line so went to the end of the road and gave me a complete new line that no one had used before, he left after checking that it wasnt unbalanced,
i still have the same dropping conection every 5-20mins wtf!!!
Had a phone message waiting for me, it was from the Orange executive office.
The person handling my complaint said that the fault management team at the moment are having problems raising the line speeds.
However I don't have to worry about phoning Orange, he said he will take ownership and get thing sorted for me. So hopefully I will get another call soon and the speeds can be increased on my line.
So progress at last and a big thanks for the email address for the Orange chief exec, looks like things might progress at last!
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