Exactly the same problem here...now been off for 5 days.
Have made over 20 calls eventually escalating things to a formal complaint via the call centre supervisor who is tearing her hair out trying to help.....but still no joy.
When speaking to the PA of the top brass at Orange UK I was given the following email address
Problem is I'm not sure if that address protocol works.....can anyone confirm... ?
I strongly recommend anyone with this problem registers a formal complaint with the call centre , then telephones Orange HQ 0870 3768888 and ask to speak to Damian Reid's PA.
Follow this up with emails to the Exec , copied via snail mail.
Unless these people at the top of the food chain are made aware of what is going on , nothing will be done.
Joined: 16 Jan 2007Posts: 15Location: Langley, Berkshire
I spent nearly an hour trying to get through to Technical Support on Friday night. My husband thought I had the radio on until I pointed out that it was Oranges' hold music being played through the phone's loudspeaker (and it was the same 6 sodding songs in rotation).
Anyway:- First time round I got through to India and spoke to someone who insisted I deinstall and reinstall my modem driver software zzz zzz zzz
However, I eventually spoke to a really lovely guy called Anthony later that evening who didn't give me any bull***t and agreed that the fault could only be either on my line or at the exchange. He did a woosh test then said he would put me down for line testing, took my mobile phone number and said that someone would call me within 48 hours regarding line testing or an engineer either going to the exchange or coming to see me at home.
Guess what - nothing.
Last edited by CDarbon on Wed Jan 24, 2007 8:55 am; edited 1 time in total
I seem to be having exactly the same problem as a lot of people on here. It all started two weeks ago today when I received the congratulatory email informing me that my internet connection was going to be 'upgraded'. Two days later and my internet connection starts to drop ever 5 mins, before reconnecting me again. Several phone calls to India later and a line test, i'm told, will be carried out as soon as possible. The next day I phone customer services again, this time managing to get someone from the UK, who tells me that my error had been recorded incorrectly by the person from India and that I would need to have another line test carried out. 48hrs later and rather than the problem being resolved, it seemed to get worse, with absolutely no access to any websites at all.
It's now been 7 days since I was able to use my internet connection as all and nearly 14 since I had a proper constant connection. Each time I call customer services I'm fobbed off with 'you need to call back in another 48hrs'. I'm currently writing this post in work, so if when I get home I still have no internet connection, I will be escalating this to a formal complaint.
Joined: 16 Jan 2007Posts: 15Location: Langley, Berkshire
I rang from work this morning and eventually got put through to a supervisor, via Customer Support, having asked to log a formal complaint.
Apparently I should never have been promised a call back within 48 hours because it isn't company policy to do so and when she checked my records, the mobile phone number I had given to them had not been recorded on my call log anyway.
I did express an opinion on people promising what they cannot deliver...
She commented that I did seem to have rung up quite a lot....
Anyway - The supervisor is arranging for a technical support supervisor to ring me at a prearranged time this evening, who in theory can do more indepth checks than a Joe Bloggs Tech Support bod.
She did also mention that my account probably needs to be downgraded again to cope with whatever speed my line CAN cope with.
I've also been told I can use Dial up and that the call charges will be reimbursed.... Hmmm.
Anyway, we shall see tonight just how far I get and what they suggest IF I get a call.
His PA gave me that address this morning....it doesnt appear to be confidential , so I suggest anyone with a problem emails him....requesting a "read receipt" so that you know it has been received.
Make sue you go into detail so there is then no excuse for him not to follow it up.
I actually went up to my BT exchange earlier and discussed the problem with a technician there.
Latest I was told by Orange , today , day five without broadband , was that a line test showed a fault..............................somewhere.......so another 24 hours while they try and find that.
The whole upgrade is a fiasco it seems.......and unless the Chief Exceutives get reports landing on their desks , they will do diddly wotsit !
I wouldn't wish these connection problems on anyone, but it is comforting to know I'm not the only one in this boat. Hopefully emailing the top dogs will get this problem fixed.
Of course, we still don't know what that did with the upgrade that caused such connection instability.
Well , just a few hours after my email was received by the executive , I was back on broadband.....intermittent , but at least I now have a connection again.
Co-inidence ? I think not.
I also received a call earlier from UK HQ and had a long chat about the problems we are all having....service standards etc.
Orange are taking this issue on board and seem committed to resolving it.
It remains to be seen how long it takes to sort out the upgrade problems and in my case it might mean going back for a while to IPMax , as I dont want to move from Speedtouch just yet.
Now , if only they could sort out the problems with the FTP updates for our websites !!!!
Joined: 16 Jan 2007Posts: 15Location: Langley, Berkshire
I too sent an email first thing yesterday morning to the two contacts listed above. I had a reply back from Eric Abensur's PA within 30 minutes saying that he had instructed Customer Services to investigate the matter and the findings would be reported back to him for him to respond to me.
No response or any sign of a connection so far.
Glad to hear that things are starting to get sorted for you though.
Joined: 16 Jan 2007Posts: 15Location: Langley, Berkshire
Well ..... I finally appear to be geting somewhere. The complaint letter I sent by email was passed to the Costomer Escalation team and, in fairness to them, they have been very good.
If everyone who worked for Orange were as good as the Escalation team member and technical escalations person I have spoken to in the last 48 hours, no Orange customer would have cause for compalint.
Isn't it sad that it takes a two week outage and formal compalints to the hierachy to get anything done by anyone with any knowledge.
YES - There was a fault on my line!!!!
YES - It needed an engineer
YES - I SHOULD have a connection when I get home tonight.
Someone is going to ring me at 9pm this evening to see if I've got connected and what the speeds/reliability are like.
Good result CD and I hope that when you got home last night , things had improved.
Here the saga continues.
Although my connection was eventually restored a series of diagnostic tests and speed changes were instigated. As a result , for two days I was again left with an unuseable system due to drop outs etc.
Eventually I suggested they leave me on a 6.1mb connection which gave me an actual spped of 2.1mbs....at least that was stable.
Thats where I am up to at present.
At least they are doing all they can to sort things out....however there seems to be a fundamental fault with their LLU structure.
I agree entirely with your comment about the escalation team.....they are doing their best in an extremly frustrating ( Both for them and us ) situation.
Now we have the attention of the executive , perhaps things will improve
One final point......it is possible to put me back to IP Max , which I found stable at 8.1 , actual 3.6mbs.................but , it can take up to 13 days !!!
Just got back from a short break today and tried my internet connection again. All seemed to be well and good. I could actually access websites again. Then after a short while I noticed that I was back to having the same drops in connection that I was having originally, over 2 weeks ago. The droppages aren't as frequent as they were to begin with (every 5 mins) but they do still occur every 20 mins or so, which is still extremely frustrating.
Reading some of the posts on here I'm in two minds as to whether or not to escalate the problem further with Orange, or if the outages should resolve themselves after a couple of days.
I've also just performed a speed check and my download rate is quoted as 373,696 bps with an upload rate of 60,744 bps. Much worse than any connection I've had in the past. According to that same test the Quality Of Service is 44%, maybe they're aware of how crap Orange are as well
Escalate the problem as soon as possible using the Exec email addresses quoted earlier.
The drop outs seem to be common accross the network and speeds drop considerably at peak times suggesting that the infrastructure just can't cope.
The bottom line is you are not getting the service you are paying for.....so complain .
More and more complaints are now landing on the Exec desk....which means action...simple as that.
Just sent an email to the two addresses mentioned above. Can anyone confirm that action has actually been taken after sending one of these emails?
*edit*
Just for the sheer fun of it I decided to run the BT line tester mentioned in the sticky at the top of the forum. Guess what the results said:
Test Error
Unexpected result received when querying the network to find your services connection details. Please try again shortly, but if this problem persists raise the issue with your service provider.
If you're on LLU then the BT speedtester doesn't appear to work at all, though another thread seems to indicate there may be a problem with the BT speedtest tonight.
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