Recently left Orange's wonderful call centre enviroments to move onto pastures new (was really only a stop-gap after uni to put some food on the table) so I've got a few weeks off before I start my new job so thought I may aswell make an account on here as we always used to have a good giggle at this site when we were working.
I only worked for Orange for little over 6months and I've got to say I'm sure a lot of you people who are experiencing problems would find it very enciteful as to why your problems are not getting fixed and the reasons behind this (whether they be employee incompetancy or employee's just not having the relevant tools in order to do their job effectively).
I started off in Orange technical support, moved from there to the customer care team (retentions for want of a better word), and then moved onto a second line technical support team in which we like to think we did actually fix the majority of problems which we were given and most of which had been doing the rounds thro' the various technical support call centres for months on end.
So if you guys have an questions to ask about Orange, Technical support, retentions or any other general stuff ask away. Ill do the best I can to give you an answer without any insueing lawsuits for slander or such like. I Dont think you can get done if you just state fact can you?
I have just got Orange broadband about a month ago.
It worked ok but then just cut off 2 weeks ago and hasent worked since. The little light with an @ on it is flashing. Ive called in a few times and spoke too 3 different agents. Two of them said the line was at fault and id be called back wehn it was fixed. The third however stated it was electrical interference and that my Livebox has to be at leasts 10 feet away from any other electrical devices!
How come I can't access the Orange web site (together with many other web sites) but I can access this one ?.....Emails are OK and I've re-booted the modem+router just in case even though it was showing connected. This has only happened in the last few minutes. It's pointless phoning Orange because they'll have me checking stuff that has absolutely nothing to do with the problem.
I have just got Orange broadband about a month ago.
It worked ok but then just cut off 2 weeks ago and hasent worked since. The little light with an @ on it is flashing. Ive called in a few times and spoke too 3 different agents. Two of them said the line was at fault and id be called back wehn it was fixed. The third however stated it was electrical interference and that my Livebox has to be at leasts 10 feet away from any other electrical devices!
Is that true!
Not true, other electrical devices can put out some RF interference which can mess with your wireless but it definately wouldnt mean you would lose sync (I'm just guessing here that you have a fast @light (4 times a second) and not a slow flashing @ light). Well not entirely true, I did have on case where an old VCR 3 doors up from the cmr was messing with the signal but that was a bit of a strange one and never seen much like that b4.
Basically means your livebox isnt sync'ing up to your local exchange, in leighmans terms it cant find the Broadband signal on your line. Can be a number of things (setup, knackered filters, line issues exchange issues). Most common reason is a fault on the line which is where all the fun and games start. To confirm if it is the line the best thing to do is to unplug everything from your phone sockets, move your LB to the master socket and plug it in with a single filter and nothing else plugged in. If this stops the fast @ then it was your setup, extentions, filters or some kind of internal wiring. If you still get the sameissues it means there an external problem out of your control (Long lines, PCP boxes, exchange problems etc etc) in which case it would be Orange who would have to deal with this thro magdelene, BTW, openreach etc etc.
How come I can't access the Orange web site (together with many other web sites) but I can access this one ?.....Emails are OK and I've re-booted the modem+router just in case even though it was showing connected. This has only happened in the last few minutes. It's pointless phoning Orange because they'll have me checking stuff that has absolutely nothing to do with the problem.
Most probably a DNS issue like capilary said, plenty of alternative DNS's out there. Had a few MTU issues rearing their ugly heads recently but doesnt sound much like that. Usually only Google and liverpoolfc.tv you can get on in those cases
Why is it Orange can put forward the excuse that half a meg is the fastest speed someones line can have i.e. What is the exact state of Oranges LLU, and up until now why have they not bothered to upgrade servers to appropriate specs to provide a decent service.
If theres reasons which are not related to Orange being money-grabbing-f*****s, or long upgrade turn around times (lets face it, its bordering from 8 months plus), I'll be glad to hear it...
P.S Are Orange actually 'training' agents to fob off customers? I really like the way some agents clearly like to blame BT for problems.
How come I can't access the Orange web site (together with many other web sites) but I can access this one ?.....Emails are OK and I've re-booted the modem+router just in case even though it was showing connected. This has only happened in the last few minutes. It's pointless phoning Orange because they'll have me checking stuff that has absolutely nothing to do with the problem.
Most probably a DNS issue like capilary said, plenty of alternative DNS's out there. Had a few MTU issues rearing their ugly heads recently but doesnt sound much like that. Usually only Google and liverpoolfc.tv you can get on in those cases
Orange service status actually admits to a problem this afternoon, although their description was laughable (Indian accent).. recorded info "Service Status at 3.30 pm.. Customer (s?) is experiencing a problem with web page access error.. this page cannot be displayed, we are not aware of any other Orange Broadband issues".. WTF!!!
Why is it Orange can put forward the excuse that half a meg is the fastest speed someones line can have i.e. What is the exact state of Oranges LLU, and up until now why have they not bothered to upgrade servers to appropriate specs to provide a decent service.
If theres reasons which are not related to Orange being money-grabbing-f*****s, or long upgrade turn around times (lets face it, its bordering from 8 months plus), I'll be glad to hear it...
P.S Are Orange actually 'training' agents to fob off customers? I really like the way some agents clearly like to blame BT for problems.
LLU is a bit of a joke TBH, its ok when it works but the problem is the mechanism that is in place when something goes wrong in which you cannot ring anyone to follow things up, the system constantly gets stuck, faults dont update and the issuing of an engineer is somewhat unlikely.
I dont know why you are told you can only get half a meg on your line, be it IPmax or LLU the same speed should be achievable on each network as essentially they run using the same technologies and using the same local loop. It could be that your line can infact only handle half a meg, sometimes speed checkers will say you can get more than this but most of these work it out by distance from the exchange (as the crow flies) which isnt always accurate as the way the local loop is routed can make this longer and also line conditions and many other factors can affect exactly what speed you can recieve. Could also be the company wide slow speed issues which are being experienced at the moment. This is affecting both LLU and IPstream networks and when I left no faults could be raised for this as apparently it was a known problem which was being investigated. Was funny as on IPmax networks you could sync up at 8meg and still only achieve half a meg, so BT would not touch it with a bargepole.
As for Orange people being 'trained' to fob people off I never saw any of this really. In my experience its more people having to come up with some kind of answer as people wont accept "we know about this issue and we will get it fixed" or "this is being looked into" when in fact the agents probably know that these avenues are often as good as flogging a dead horse. I dont think it is the agents fault most of the time it is the fact most agents arent given the relevent skills and/or tools which they need to fix a customers problem.
As for BT being blamed for problems I would say they are nearly as bad as Orange. I usually had to deal with BTW and Openreach agents every day and the amount of times I was fobbed off was unreal. It got to the point where you would ring up get an answer you know was a blatent fob off, you would hang up and re-dial until you were told something which 1)made sense and 2) would actually do something to progress a fault.
Common ones were engineers being book to look into an intermittent fault, they went out when the BB was working and lo and behold they said there was no problem. They left and 10minutes later the internet went off. WELL SHOCK HORROR!!!! Happened a lot with faults where the service was lost at peak times. Others common ones were an engineer going out and identifying a problem at the exachange, and telling the cmr he would have it sorted. Ring BT the next day and it hadnt been passed to the correct deparentment, this agent says he will put it in the que for a lift&shift (changing the line card in the DSLAM at the exchange), call the next day, still not in the right que, this would go on for a few days till you got through to someone who had a clue, told them you need a lift and shift and it got sorted within about 6hours.
Joined: 16 Dec 2006Posts: 108Location: North Essex
peop wrote:
P.S Are Orange actually 'training' agents to fob off customers? I really like the way some agents clearly like to blame BT for problems.
The title of http://www.orangeprize.co.uk might give you a laugh. I haven't investigated further, but I wonder if their own employees are in the running?!
The title of http://www.orangeprize.co.uk might give you a laugh. I haven't investigated further, but I wonder if their own employees are in the running?!
I reckon "The Inheritance of Loss" will win easily !
Hi. Could you say a few words about 'speed capping'. How/why it is impossed, and more importantly, how/who get's it removed or raised?
I'd like to know about that as well. My perfectly working 2mb line was 'upgraded' to 608kbs - Whats the story behind this and why is it ALWAYS a line fault?
I'd like to know about that as well. My perfectly working 2mb line was 'upgraded' to 608kbs - Whats the story behind this and why is it ALWAYS a line fault?
It's a line fault as when it's something that needs to be investigated, settings changed remotely, physical access to the exchange or the line then that's what it's called. Simply it's an issue that cannot be dealt with directly so a fault or issue has to be raised so it can be looked into, it's just a misleading term for what it is.
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