Hi:
U am nes to this forum. I have having troubling with Talk service. Basically this is what happened so far.
I have registered with Orange broadband unlimited on 7th August. They sent me livebox packon 17th August. I tried to setup broadband on 19th of Aug, it didn't work. I called customer support and I was told that my broadband activation due date is on 22nd Aug. So when I setup broadband on 22nd, it did work. My broadband is working since then. Its been 2 weeks now and my talk service is still not activated.
I called customer support on 28th Aug to find out why my talk is not activated, the lady tried to activate manually. But when she tried to do that, she got system error. Then she told me that the problem being escalated to sepcialist proviional team and it should work in 3-5 days. But nothing happen so far. I again called customer support on 3rd Sept, when I was told to call technical support. Then I called tech support and the guy tried to activate manually but no luck. Later he told me that my broadband activation date is missing in my account detail. Until that's been sorted, talk service can't be activated. He suggested me call customer support and tell them to update my account with broadband activation date. Then I called customer support and told the lady what tech guy tole me. She then put me on hold and later got back to me saying she just spoke with SPT and the account should be updated in 3-5 days. So far no luck.
I am going to call in few days time to see if they actually sorted the problem. If not can anybody suggest how should I deal with this? Has anybody experience the same problem? If so what's the best way to get sorted this problem? Calling customer support and tech supposrt several times seems like just waste of time. Is there a way to talk with SPT dept directly or when I call customer support can I ask to talk with their manager? Is there a email address that I can write to?
Ah, seems there's been quite a few accounts like this recently, one of the causes of the delayed free laptop letters too I believe.
Bascially the system hasn't received confirmation that the line has activated and so hasn't activated other things including the talk service. Thats why it's been escalated. The best ones to contact about it is, first check if it's updated yet, then they should check with SPT, if that doesn't help then ask to speak with a manager/escalations about it.
Hi:
Thanks for the reply. I am going to call again this evening. So if the account is still not aupdated , can I ask to talk with SPT dept. Last time when I asked so, they said SPT dept does not deal with customer directly. So if I insist this time, will they transfer me to SPT dept or allow me to talk with their manager?
Well it depends, most of the time SPT don't deal with things directly as the stuff they do is more to do with behind the scenes stuff. Once they have been checked with if you're not happy then ask to speak to a manager or escalations.
orange are really complicating things with the switch over, i had a letter with my live box saying my broadband would be switched over and also that i would receive an e-mail confirming that my second line has been activated and giving me the number and talk pin, but I've had to activate both myself, changed to 8mb in 'my acount' and phoned the number to activate my second line, they're giving out contradicting info! Why?
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