I've talked to the support line several times and each time I am talked through a troubleshooting routine and eventually I am told either - "there's a problem wth the server for your area", "there's a problem with the BT Exchange" or "the dog ate my homework" or whatever comes into their head at the time. A bit of honesty and an idea of timescale is all that is required so that I can plan around it.
I'm off work at the moment after an accident and my boss says I can work from home but unable to do that so it's a real pain in the ass.
Asked for my MAC address and was asked, again, to go through diagnostics, told me that it isn't just an Orange problem or that if I'd a business account it would be different-all untrue- why the hell are they putting long standing customers through time wasting nonsense like this if they know there's a problem ? Unbelievable - they don't deserve the patience they've been shown so far just for their lies alone.
I have also talked to the support line (4 or 5 times now) and would agree that the story changes every time. Why make you go through their pointless routine, I can now do it blindfolded. Also have just remotely accessed my email which contained my Orange bill. Needless to say I have been charged for all the useless calls I have made, didn't take them long to do that but obviously incapable of giving us what we are paying for or admitting they have a problem.
I have two accounts, one in Invernes and one in the east coast. I aksed for MAC codes for both so that I can consider my options and was eventually put through to an English fellow who told me he was a manager.
I got another new excuse apparently "it's very, very cold at the moment and the frost ate through the cables and fried the server. The engineers are digging up the cable and replacing it and all the other wires for the power so that the server will work" ! Well excuse me for being sceptical but I've worked in Sakhalin Island off the east coast of Russia and it gets way colder there and I've never heard of the frost "eating into the wires". Oh, and the engineers couldn't physically get to the Inverness area because of the snow. Well I managed to drive from Aberdeen to Inverness on Friday and my mate travelled Inverness to Edinburgh and back the same day so my old Audi must be a very special car or I must be an exceptional driver. If they'd given me a call I could have nipped round with my tool kit and sorted it out for them or I could go pick them up wherever they are - I'm doing nothing else cos my Internet isn't working. They did offer me a pro-rata rebate based on the number of days the service has been out. Give me strength !
Please list the excuses you've been given below, I'd love to hear them.
I have had the same run around, was told that it was my router that was at fault. they had checked my line and all was ok. if I got my router fixed all would be ok. Had router checked and it is ok. Phoned back and asked what they were playing at! they then checked line line and came clean that they have a problem and an engineer would be fixing it in the next 24hrs.
Still waiting at 14:00 2/3/10.(had to go to work in Aberdeen) I think the Orange call center has been told to give out a load of bull as the people will not know. I think they should tell us all the truth and not just it is due to the weather. Every other provider has broadband working in Inverness.
Please Orange give us the whole truth . What exactly is wrong and a true time to fix the problem. We are adult costomers and if not treated with respect will go another provider.
Invernessbroadband wrote:
I've talked to the support line several times and each time I am talked through a troubleshooting routine and eventually I am told either - "there's a problem wth the server for your area", "there's a problem with the <a href="http://btbb.at/theside?LID=21">BT</a> Exchange" or "the dog ate my homework" or whatever comes into their head at the time. A bit of honesty and an idea of timescale is all that is required so that I can plan around it.
I'm off work at the moment after an accident and my boss says I can work from home but unable to do that so it's a real pain in the ass.
Asked for my <a href="http://www.maccodes.co.uk">MAC</a> address and was asked, again, to go through diagnostics, told me that it isn't just an <a href="http://www.maccodes.co.uk" target="MAC">Orange</a> problem or that if I'd a business account it would be different-all untrue- why the hell are they putting long standing customers through time wasting nonsense like this if they know there's a problem ? Unbelievable - they don't deserve the patience they've been shown so far just for their lies alone.
The worst excuse yet. Engineer can't reach Inverness because of the snow! A workmate of mine on Monday drove Gloucester to Forres in under 10 hours. Next excuse Orange? Clock is ticking.
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