Joined: 29 Jul 2007Posts: 1Location: London & Scotland
On a much smaller scale than other people's Orange problems, I suffered the following incompetence from Orange broadband:
Dates: late June 2007 - July 2007
Orange sent me this e-mail:
> Just as a reminder, here are your details to get online.
> You'll probably need them again so keep them safe:
>
> Your username: xxxxxxxx.orangehome.co.uk@fs
>
> Your email address: yyyyy@xxxxxxx.orangehome.co.uk
>
> Your password: an 18 character alpha-numeric code
>
> Don't forget that your 30 day trial starts today.
COULD NOT LOG ON
I followed the instructions implicitly. I work in IT.
I could not log on: invalid username or password ("username/password is invalid on the domain" or something like that as the error message.
I kept retrying the username and password - I'd copied it from the e-mail so it had to be exact.
I called Orange on 150 on my mobile -- I'm not paying that 50p per min line -- and got through to broadband.
We got to the outcome that my broadband password was _______. I said, no, that's my Orange call centre password. It was set via the Orange call centre the day that I received my Orange contract mobile phone.
In contrast, the e-mail from Orange ("Your [broadband] password:") wasn't sent to me for another Three weeks later.
ORANGE SENT ME WRONG PASSWORD
It turns out that:
- the call centre password doubles up as the broadband dialer's log-on password
- the e-mail (which Orange sent me Three weeks after I set the the call centre password) was completely wrong and misleading. That wasn't the password at all.
Totally misleading - wasted many hours and meant I was a day without broadband.
Final point:
- finally, a very minor point, but the call centre password amusingly defaults to being in UPPERCASE despite me not being asked case when I set the password (clearly, on a call centre when they ask you fourth letter of your password you say "x" - you don't say "Capital X" or "Lowercase X". But this becomes an issue when you type the password in for broadband). They never said "you'll need to use this for a computer as well, by the way".
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