do you get this error message below when changing speed or package?
yes
[ 3 ] 75%
no
[ 1 ] 25%
Total Votes : 4
l33tpcgamer
Posted: Sat May 13, 2006 9:29 pm
Joined: 28 Apr 2006Posts: 50Location: birkenhead
Hi all
has anyone else been getting a error like this when logging onto the member centre to change the package or speed.
Quote:
61a10028 - Telephone Number: ***********
We have experienced an unexpected error when checking broadband availability on your telephone number.
Please call Customer Support who will be able to update the systems with the correct information.
Broadband Customer Support.
0870 010 2462
Lines open 8am to 10pm.
(Calls charged at national rates and may be monitored).
Click on 'Continue' to try again
Continue
I am on a 2 meg speed and on the Broadband Max package.
I have removed the phone number for privacy reasions.
any ideas?
Last edited by l33tpcgamer on Wed Jul 19, 2006 4:13 pm; edited 4 times in total
It will be a problem that is unique to your account, most likely within the billing system (i.e. it thinks an order is being processed or there is some kind of account issue which won't allow the member centre to link to your account).
Contact the tech support helpline. If necessary it will be passed on to the escalations team who may need to futher escalate the issue until it can be resolved. Hope this helps
It will be a problem that is unique to your account, most likely within the billing system (i.e. it thinks an order is being processed or there is some kind of account issue which won't allow the member centre to link to your account).
Contact the tech support helpline. If necessary it will be passed on to the escalations team who may need to futher escalate the issue until it can be resolved. Hope this helps
Tech support have nothing to do with billing.
You could speak to tech to find out if there's any migration being done, or any maintainance on the local exchange, but you'd have to speak to Customer service to get any billing issues looked at.
_________________ -----------------------
Ex-Wanadoo Employee as of beginning of 2006
----
My Disclamer:
Information given as Goodwill, and is not binding in ANY form.
hate to break this to you, but i've had this problem for months. They have promised and promised continually to look into it, but refuse to do it via email. (I think it's to try and get you to ring them). When you do ring them however, they tell you nothing, simply it's been sent to the CAT team and is now beyond the remit of telephone and email responses (somewhat convenient)
Hate to say this as i've been with Freeserve/Wanadoo/orange for years and this is the first time i've had any trouble, they just don't seem interested. I first raised it with them in April and i'm still waiting for some sort of assistance/response to the problem.
Don't hold your breath, but if you do get any help if you can let me know on here and i'll do the same.
[quote="tp121"]hate to break this to you, but i've had this problem for months. They have promised and promised continually to look into it, but refuse to do it via email. (I think it's to try and get you to ring them). When you do ring them however, they tell you nothing, simply it's been sent to the CAT team and is now beyond the remit of telephone and email responses (somewhat convenient)
Hate to say this as i've been with Freeserve/Wanadoo/orange for years and this is the first time i've had any trouble, they just don't seem interested. I first raised it with them in April and i'm still waiting for some sort of assistance/response to the problem.
Don't hold your breath, but if you do get any help if you can let me know on here and i'll do the same. Oh and one last thing, what they tell you about it just being Broadband max customers and the upgrade is nonsense, i'm on the old £31.99 pcm account with a 30gig limit with the livebox and I got it when I tried to change to broadband max, so unfortunately, it's more widespread than they are letting on
It will be a problem that is unique to your account, most likely within the billing system (i.e. it thinks an order is being processed or there is some kind of account issue which won't allow the member centre to link to your account).
Contact the tech support helpline. If necessary it will be passed on to the escalations team who may need to futher escalate the issue until it can be resolved. Hope this helps
Tech support have nothing to do with billing.
You could speak to tech to find out if there's any migration being done, or any maintainance on the local exchange, but you'd have to speak to Customer service to get any billing issues looked at.
I didn't say they did have anything to do with billing. But each broadband account through the customer centre (billing system that Orange use) is linked to the account in the member centre. If there's a problem with a particular account or an order that is being processed but the customer centre has not updated correctly, then this effects what you see in the member centre (i.e. trying to check details of new line speeds etc.) which leads to these sorts of error messages. It can be a tough problem to fix (hence escalations > Customer Action Team) are required.
Last edited by Xpander on Wed Jun 14, 2006 1:08 am; edited 1 time in total
After a quick phone call to wanadoo Customer service I found out that it because Broadband max customers will be upgraded automatically to a new packgage when wanadoo becomes Orange.
I understand that xpander, but strictly speaking (if the all powerful beings at wanadoo are to be believed) it isn't, there are numerous people with the exact same fault.
The problem I have with their attitude is that when I ring up about this problem, i'm left on hold for ages only to be told they will get back to me, then don't and when I email them for an update, they tell me I have to ring them..catch 22.
It's also obvious from a previous post on here, they aren't sure what is causing the issue, so have started going down the road of making things up as they go along.
Thanks for trying to help and offer advice, I genuinely appreciate it, it's just kinda frustrating when you can't get any answers!
I've had the same problem since last November. I stopped trying to complain about it in March, although I do occasionally mention it every now and then when calling about the numerous other problems I've had.
The good news is that this error shouldn't affect your ability to upgrade your speed. I've finally, after 6 months of trying, managed to get them to put me on 1Mb (the speed originally promised here after moving house) after 6 months on 512Kb. The galling thing is that I only stuck with Wanadoo because they promised 1Mb at the new address. Had I gone with BT I'd be on a Max connection now .
that's quite true maxi as strictly speaking, i had this problem a year ago as I couldn't upgrade to the 2meg account via the website because of this issue, but they managed it when I rang them. They promised then to sort it out, but I didn't bother until April this year when I tried to change my package and couldn't.
One thing I also forgot to mention is that when I upgraded my speed last year, I was told then I would be automatically upgraded to the fastest possible speed as and when it became available, however, if what I was told by customer services is true, when they do unbundle the exchange, this problem will prevent me from going at the higher speeds until it is resolved so the problem will continue full circle. not sure if this is correct, but to some degree you have to take what you're told at face value. We'll just all have to wait and see if and when this happens
I understand that xpander, but strictly speaking (if the all powerful beings at wanadoo are to be believed) it isn't, there are numerous people with the exact same fault.
it's because there are numerous people with the same kind of problem that has effected their account. I think anyway, unless it's different in some way to all the other member centre errors
I see what you mean, then that kinda makes some sense. Looking at it on face value from the posts that are on here though, it doesn;t seem to be something they are going to be able to resolve anytime soon.
Reading between the lines of a lot of posts throughout this site, users are just frustrated with being fobbed off rather than getting any straight answers and it's a shame. Maybe i'm getting old, but it just seems a sign of the times throughout a lot of industries now that once you are a customer, so long as you keep paying your bills, they aren't interested
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