Hi All.
My LLU connection was not too bad when first connected but over the last 4-5 months it has gone down to at best 2m but mainly 0.5m. I do not like 0870 numbers so I e-mailed Eric Abensur CEO of Orange broadband.
I received an e-mail from customer relations admitting that there was a problem with conections and it was beinf addressed but did not know when. I was told I would be contacted when they had more info.
I then received a letter from Rotherham asking me to contact tech support which I did they of course said we have to do line test ring back. I rang back after a week to be told there is a problem nationwide which is being addressed area by area, I asked when will my area be sorted, do not know ring CUSTOMER SERVICE!!! I ran customer service to be told ring tech support.
So I e-mailed Eric again complaining I was being given the run round. That was last weekend. This Wednesday I received a phone call from Middlesborough say Head Office had asked him to phone and they were looking at problems on an individual basis and mine had been sent to another dept, I think he said Network something and I would get a call on Friday. I asked was this just time wasting and would I have to make contact again, I was told no they would ring me and no m ore line tests.
I have had the call from the same person in Middlesborough this evening to say he had not had a report back but would phone again on Monday. So maybe the way forward is to e-mail the man, I would suggest polite e-mails pointing out the problem you are having might work!!
For info this is his e-mail address eric.abensur@orange-ftgroup.com
I will let you know how mine progrees's. A speed test at 20:00 showed me getting 3m download, if this carries on I will be reasonably happy.
Joined: 12 Jun 2006Posts: 907Location: Weston-super-Mare, UK
It is interesting that first they say they are going to deal with the problem area by area, which is how I would have thought they would do it.
Then it is going to be on an individual basis - it does appear that they can control each account separately.
I'm still going strong on LLU at speeds around 6 - so they can do it. They would be better off telling people the truth and giving them details of how they were going to sort it out. Not the fault of CS because this will not be in the script.
Hi All.
My LLU connection was not too bad when first connected but over the last 4-5 months it has gone down to at best 2m but mainly 0.5m. I do not like 0870 numbers so I e-mailed Eric Abensur CEO of Orange broadband.
I received an e-mail from customer relations admitting that there was a problem with conections and it was beinf addressed but did not know when. I was told I would be contacted when they had more info.
I then received a letter from Rotherham asking me to contact tech support which I did they of course said we have to do line test ring back. I rang back after a week to be told there is a problem nationwide which is being addressed area by area, I asked when will my area be sorted, do not know ring CUSTOMER SERVICE!!! I ran customer service to be told ring tech support.
So I e-mailed Eric again complaining I was being given the run round. That was last weekend. This Wednesday I received a phone call from Middlesborough say Head Office had asked him to phone and they were looking at problems on an individual basis and mine had been sent to another dept, I think he said Network something and I would get a call on Friday. I asked was this just time wasting and would I have to make contact again, I was told no they would ring me and no m ore line tests.
I have had the call from the same person in Middlesborough this evening to say he had not had a report back but would phone again on Monday. So maybe the way forward is to e-mail the man, I would suggest polite e-mails pointing out the problem you are having might work!!
For info this is his e-mail address eric.abensur@orange-ftgroup.com
I will let you know how mine progrees's. A speed test at 20:00 showed me getting 3m download, if this carries on I will be reasonably happy.
I second this suggestion. I am yet another ex-Freeserve customer who has received appalling broadband service and appalling customer service and technical support from Orange, particularly bad in March-April before migrating to Waitrose, who have provided a fast and stable connection on exactly the same line to the same computer. I sent an email to M Abensur's address at the weekend and received a reply today - a load of vapid nonsense about being passionately committed to excellent customer service - but also an offer of £50.00 compensation. A token gesture really but better than a smack in the face with a wet kipper for the minimal effort required in writing the email. And someone at Orange must be keeping a log and reporting to senior management about the volume of complaints they get (I'd like to think so, anyway). I don't think there is any other way of getting the message to the top than migrating to another provider and writing directly to this address. As I understand Orange is owned by France Telecom, I don't suppose it has influential UK shareholders who might otherwise take an interest in the disgraceful management of the public face of this company.
Hi All.
My LLU connection was not too bad when first connected but over the last 4-5 months it has gone down to at best 2m but mainly 0.5m. I do not like 0870 numbers so I e-mailed Eric Abensur CEO of Orange broadband.
I received an e-mail from customer relations admitting that there was a problem with conections and it was beinf addressed but did not know when. I was told I would be contacted when they had more info.
I then received a letter from Rotherham asking me to contact tech support which I did they of course said we have to do line test ring back. I rang back after a week to be told there is a problem nationwide which is being addressed area by area, I asked when will my area be sorted, do not know ring CUSTOMER SERVICE!!! I ran customer service to be told ring tech support.
So I e-mailed Eric again complaining I was being given the run round. That was last weekend. This Wednesday I received a phone call from Middlesborough say Head Office had asked him to phone and they were looking at problems on an individual basis and mine had been sent to another dept, I think he said Network something and I would get a call on Friday. I asked was this just time wasting and would I have to make contact again, I was told no they would ring me and no m ore line tests.
I have had the call from the same person in Middlesborough this evening to say he had not had a report back but would phone again on Monday. So maybe the way forward is to e-mail the man, I would suggest polite e-mails pointing out the problem you are having might work!!
For info this is his e-mail address eric.abensur@orange-ftgroup.com
I will let you know how mine progrees's. A speed test at 20:00 showed me getting 3m download, if this carries on I will be reasonably happy.
Thats who i got in contact with and 2 days later i got my code and no charges and now its goodbye thanks for sharing that
i received a letter from Mr Abenur a few days ago, offering about 50 quid compensation.
but i'm with Fast now, and i really dont want to be involved in any way with Orange, even if they dangle the 50 quid compo in front of me.
interestingly enough, there was still no explanation as to the source of all of these problems in the letter. i'm still in the dark as to why everyone was getting disconnected, and experiencing slow speeds.
we can all guess , but there is still no official acknowledgement from Orange, as far as i know.
Got a reply in 2 days which brouight my 6week problems to an end - they agreed to cancel my contract with no fees. They also told me exactly what the problem was which their call centre's failed to do in 6weeks!
I have also jumped ship and joined Fast. Yeh they're more expensive but you get what you pay for.
Anyone who has had ongoing problems; I HIGHLY recommend sending an email to Mr Abensur fully detailing your plight and requesting a MAC code with no cancellation fee. That's what I did on Monday and today I have my MAC code in an email stating that there will be no cancellation fee!
I can also recommend emailing him. I did it a week or so ago. Haven't had a reply which I thought was typical but tonight instead of a max of 35k I am getting 650k! no email of them but my connection has been like this (sometimes as low as single figs! during normal times and 6-700 at 2 am.) for ages and now it is suddenly much better.
Can they really control how good your connection is?
Anyone who has had ongoing problems; I HIGHLY recommend sending an email to Mr Abensur fully detailing your plight and requesting a MAC code with no cancellation fee. That's what I did on Monday and today I have my MAC code in an email stating that there will be no cancellation fee!
Time to choose another provider
I have just e-mailed him as I have had no joy from the "help desk" so we will wait and see, its worth a shot!
THANK YOU so much for advising me to contact him.. Check out this e-mail! Finally progress (and a working internet connection!)
Thanks for your email addressed to Eric Abensur. As a Customer Relations Specialist your complaint has been passed to me. I did try to contact you at home today but unfortunately you weren?t available.
I?m sorry to hear that you?ve experienced problems with your internet service since 26 May 2007. In May we upgraded your service by moving it onto an Orange (LLU) owned exchange. We believe that this is the cause of your connection problem. I?ve asked the engineers to take a look at your internet service and they?ve altered your internet speed to a more compatible one for your telephone line. They believe this should have resolved your connection problem.
The move to LLU was completed on 14 May 2007; therefore you should now have a working connection.
I?m sorry that the cause of the connection problem was not identified and resolved sooner. The move to LLU shouldn?t have interfered with your service for more than 30 minutes. If you?re still experiencing connection problems please feel free to call me on 0845 070 2976 (Monday ? Friday, 9am ? 5pm), or email offer.acceptance@uk.orange.com and I?ll investigate the matter.
I?ve applied a refund for May?s service charge of £19.99, as you were unable to use the internet for the past few weeks. I?ve also applied one month?s free service to apologise for the inconvenience caused.
If you?d still like to move to another internet provider you can do so by using the below code before the expiration date;
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