Tim, I have asked for my MAC code and I am going to ask for some compensation. Also I will be putting my complaint/thoughts in writing to the chief exec of Orange.
Joined: 13 Nov 2009Posts: 408Location: South East Essex
BroadbandKing wrote:
Tim, I have asked for my MAC code and I am going to ask for some compensation. Also I will be putting my complaint/thoughts in writing to the chief exec of 0range.
Tim, I have asked for my <a href="http://www.maccodes.co.uk">MAC</a> code and I am going to ask for some compensation. Also I will be putting my complaint/thoughts in writing to the chief exec of 0range.
Copy to the ISPA as well perhaps.
Shame you've missed out on <a href="http://skytv.at/theside">Sky</a>'s offer.
BTW there are indications that all the <a href="http://skytv.at/theside">Sky</a> routers can now be hacked for username & password.
My profile is being put back to 12 meg in the next 24 hours and the DLM is being taken off my line.
I did hear another excuse that my router lead was to blame!!!
I have been asked to post that <a href="http://www.maccodes.co.uk" target="MAC">Orange</a> have made a breakthrough with the DLM software and that it will be ready in 2 weeks time.
I am also getting emailed my <a href="http://www.maccodes.co.uk">MAC</a> code.
BBK - Who told you that at Orange, the two week fix that is ? Do you have a name because I have had 2 people in Fault Management admit the problem and one say he didn't know anything about it today.
Also are you 100% they have set a manual profile on your line, they keep telling me they can't and also the new sync on the DLM that they promised to start 7 days ago STILL HAS NOT BEEN STARTED.
Yes I am getting a manual profile put in for 12 meg, however I was told that the last one was a one off and Orange were not going to do another one. However they have decided to basically because I had had enough!
It has not happened yet but I will see what happens tomorrow.
As for the contact in Orange, Matthew is the person who the exec office have been dealing with and the message was that they had fixed the problem with the DLM and it would be sorted within 2 weeks.
As for your wait for the DLM to kick in. I was waiting weeks before anything happened on my line and then the DLM got stuck on 4 meg.
If the DLM is not working at the moment 100% which we know is true, then a 2 week wait before the rewritten DLM is put out on the lines might be too much for people to wait. Also you would be within your rights to leave Orange without a penalty due to the 30 days worth of problems, so if I were you, I would insist on a manual profile and I would not say no for an answer.
I will update everyone tomorrow with my stats when I get the 12 meg speed back again. And of course Orange will take the DLM off my line until it is sorted so at least I should not be downgraded again!
I will just have to wait and see what happens on Friday......
I'm waiting till the 30 days and then I'm off. I have never been lied to so much by a company as I have by Orange. After 20+ years of working in IT I can say without any doubt that I have never dealt with such a poor company. As I said in my e-mail to the CEO I had always been happy with Orange up till this problem. I don't know about everyone else but if from the start they said "we have a serious problem with the DLM, we are trying to work on it, please bear with us, we are not sure of the fix yet" , I for one would have been happier. But the constant "stories" you get, they treat their customers like idiots, as far as I'm concerned that verges on dishonesty in my eyes.
I could never now suggest anyone signed up with Orange and beleive me, working in an IT dept. of a very large National company a lot of people ask you advice about ISP's and I had never stopped for one moment to say Orange, never again.
My girlfriends phone is out of contract with them too so they are going to lose that business now. It really isn't difficult to do customer service right but at the moment I think the companies eyes are on the iPhone at the ... all those new customers, so they have forgotten about us.
I hope very soon to be an ex-Orange customer as 6+ years loyalty means nothing to this company.
having persevered (as some of you will know) since 15 November 2009 I have a few tips.
I eventually had the DLM put me up to 4.5 meg (on a line O said would take 9 when they sold me upto 20)
I found I had far better speed on wireless laptops, which convinced me I could extract more speed through my hardwired pc.
I used DrTCP to get best RWIN value I could telling speedtesteed my line would take 11.5 meg(shown by router). Dropped AVG and zonealarm moved to Comodo. Result - I now get over 10 meg. Just spoke to tech (?!) support to ask if I can go on holly and switch off router without losing anything. He hadn't a clue but then told me why I might want to switch it off and save electricity.!!!
mc fontaine, very true. All the time and money spent on the phone to their customer services in India is a waste of time. Then when you do get to speak to someone say in escalations, you get the same old, yes your broadband will be fine tomorrow, give it a few days etc etc. It is only when you get to exec office level that things do appear to get done.
However I know that if I phoned Orange cs up and said my broadband is slow, I doubt you would ever get told that they are having issues with the DLM.
I wouldn't like to guess how many Orange customers are affected by slow speeds, it must be loads!!!
Even then and borednow stated this many posts again, orange cannot directly alter your profile, they have to raise the paperwork for an external contractor who looks after the line to carry out on their behalf. Borednow did say that all Orange are is a company that manage suppliers who look after the broadband functions.
This is why I think Orange were very reluctant to get my line changed manually. It is because they have to go through another company. I was told this yesterday and that is why it would take up to 24 hours.
It would be better if Orange had the whole business of broadband in house and for customers to directly talk to proper trained cs/tech support people who can carry out immediate requests and direct action to any problems there and then on the phone. Without this in place, orange will lose a lot of customers as proved by the amount of frustration people are suffering at the moment.
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