So pleased to have found this forum - thought it was me!! Thanks for bothering to post info - much appreciated.
Have been with Freeserve, then Wanadoo, now Orange. Emails down this morning through Outlook. Webmail looks odd and not working properly. People are suggesting that Orange put out a service bulletin on their home page - what a great idea! It would be so helpful. Anyone know how we could get Orange to do this?
You know, without this page I would think I was in serious trouble!
But now I see everyone is in the same predicament. When will Orange ever learn its the Customers that make or break your business and if you keep messing them about you will no longer have a business. WAKE UP Orange!![/u]
Yep mine is working now. As mentioned previously this thread is a great example to Orange of how they have needlessly p#ssed off a bunch of customers. I work in IT suppport, specifically online support. My job is to prevent customers from having to call in to our call centre by providing them with the info they need online.
It is simple maths: it costs us on average approx £70 to take a phone call from a customer, which I believe is an industry standard approx cost. To post info on our website costs considerably less, and stops phone calls .
Orange call centre is in India so the £70 per call figure may be less for them but there is still the "cost" to reputation to be reckoned with.
my email is NOT back yet, cannot access from either windows mail, or by Orange Webmail on the Orange website.
been down for 6 hours now.
I've had broadband outages before, including a record 9 days in March, but this is the first time in 8 years with wanadoo/freeserve/orange that i cannot open Orange webmail on their website (while broadband connection is fine otherwise)
the Orange webmail webpage strains to open for several minutes...then it shows "zzzz@xxxxxxxxx.freeserve.co.uk 286 285 undefined"
nothing else
3 hours ago the numbers shown were lower: 273 272......then 275 274....
This Is just s**t* !!! I cant believe I have been without email for all this time - Last Time this happened I managed to contact the Chief Exec Office of Orange to Express my disgust - since then I Believe they checkout this newsgroup - I just cant be assed anymore - WHAT AWFULL SERVICE
My email came back about 9:30 pm. Regarding how to inspire Orange to consider a status on the web-page, I too am wondering who to contact as no doubt in all years someone must have suggested it before!
If the technical fixing is outsourced then it could easily be part of their remit to up-load the problems onto a website status. It could be a link on a page
Currently I go to the web-page that it called email and communicate.
Along the top tool bar on that page there is a button called help and support.
On the help and support page --oh my- I found a status update!!
Im sure I didnt see that earlier today!!
Its on the right hand side of the page under the heading of news and updates!
Under this heading it lists contact us.. then under that ..Data Access Issues
If you click the Data Access it says there is a current notification and gives todays date at :
Updated August 26th 18:35
We can confirm that some Orange mobile customers may be experiencing reduced data access due to a technical issue.
We are working with a third party supplier to resolve this issue as quickly as possible and would like to apologise to customers for any inconvenience caused.
Well, this is good to know except the problem happened at 1 pm during and all day.
Is there anyway Orange can get this Data Access Issue up-date a bit sooner?
If so this will be a dream come true for me!
I will certainly look here first at this Data--Access Issue although hopefully this wont happen anytime soon.
Aha! That is an improvement - sort of. You need to be logged in to see it. BUT they need a lesson in how to communicate in plain English. What does a "Data access issue" mean? I suspect that this is nothing to do with the problem we are seeing here becasue it refers specifically to "Orange mobile customers". Why are we having to guess?? If they know that people can't get their emails then that is what it should say!
I write these kind of things for a living and would suggest that if they have to use the obscure term "data access issues" then they should also list the problems that customers may see as a result of this, i.e. "you may be having problems accessing your email via webmail (error 1234xx), and/or using an email client such as Microsoft Outlook (error 5678 xxxx)...".
They also need to say "we will update this information at xxxx time".
the obscure 'data issue' message on Orange help & support page hanow been removed, but my email is still not working.. I fear Orange put more emphasis on their mobile customers than home broadband
its about time they operated as a professional company
Its true, on second reading the data access notice was for mobile customers and not for emails customers. My goodness that is a bit disappointing.
Does it mean there is a service to notify Mobile customers of data access problems but not emails customers?
If this is the case then it is worth investigating in a professional way.
Today I have used the new modified Orange contact details that invites emails if you have problems with email.
I have asked to clarify if the data access notice service is speficially for mobile customers? i asked if emails customers are given equal notification of reduced services on the organge news and information page.
I instantly received a reply saying the following:
From: Orange Online Services [mailto:donotreply@orange.co.uk]
Sent: 27 August 2010 09:42
Subject: Your query is being looked at
Hello,
Thanks for contacting Orange.
Our goal is to respond to you within 24 hours. Occasionally we might give you a call, in order to answer your query more efficiently.
Please do not reply to this email.
If you would like to email us again or give us a call you can find the contact details on our contact us page.
I am interested to see what they say and keep the dialogue in the public domain.
Joined: 27 Aug 2010Posts: 3Location: Cannock, Staffs
I am also frustrated with the service from Orange. I am still getting the message 'The connection to the server "pop.freeserve.co.uk" failed'. I get this whether using my laptop at home via Outlook or with my iPod Touch, which is connected via the wireless network. I also cannot get emails at work on my iPod when connected into the wireless network (something that I normally can). However, I have this morning managed to retrieve emails by logging on via the Orange website.
What frustrates me is that the error message is very vague, and the initial thought is that I have something wrong with my machine or system.
I share the thoughts of many postings on here, and have been with Orange since the Freeserve/Wanadoo days. Things seem to work so it's easy to sit back, but over the last two or Three years I have considered dumping Orange more than once. However, these IT companies all seem to share a strong reluctance to make it easy to communicate with them by email. Sure, it is easy to find their helpline number for Bombay or Manila, and I can find a street address in Rotherham or somewhere to write to, but an email address always seems to be hidden away from obvious viewing, so you have to dig deeper.....
Just a warning - There are amendments to the Orange contract every now and again, and it is easy to ignore them, but there is apparently a standard charge by Orange to get out of their agreement even with plenty of notice......
I am also frustrated with the service from Orange. I am still getting the message 'The connection to the server "pop.freeserve.co.uk" failed'. I get this whether using my laptop at home via Outlook or with my iPod Touch, which is connected via the wireless network. I also cannot get emails at work on my iPod when connected into the wireless network (something that I normally can). However, I have this morning managed to retrieve emails by logging on via the Orange website.
Try changing your incoming pop server to pop.orangehome.co.uk.
It would appear (at my end) that name look up for previous pop3 servers names such as pop.fsnet.co.uk, pop.freeserve.co.ukand so on doesn't appear to be working. All these servers pointed to the same place so it didn't matter which you used.
It seems at the moment these no longer work but orangehome does. Whether this is deliberate and/or permanent ??
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