I moved house on the 31st and had a new BT line installed at the new place on the 8th as it hadn't had any service before (new build)
I'd rang Orange the week before and said I was moving and gave them the new number but they said ring back after the line was installed. When I did ring back they then said it would take "up to 15 days" to activate broadband which I wasn't happy about, but ho-hum. Moaned at the disinterested sounding CSA who got stroppy with me so I asked to cancel, he put me through to someone at "customer service" who was very nice and she said if I stayed they wouldn't charge me this month's line rental as compensation. Well, 16 days later and guess what, I have been charged for the month, and still no broadband. Rang again and was told by some other McDonalds worker soundalike that my broadband was scheduled to be done on the 30th, 22 days after I rang em first time. When I asked about the month's refund I was told that I would only be refunded the days that I wasn't online, and the long wait was to do with "LLU" and I was getting a great 8 meg service....i.e. I should be glad of the wait! Whoopy frigging doo! Are this lot a total shower of sh*t? After the fiasco with setting up Wireless and Talk which took 3 month longer than they promised, I'm a bit f***ed off! Any suggestions?
Not a great deal you can do to speed up the process, the old line has to be ceased and BT deal with that, there's no queue jumping. Once done they new line is ordered. It being put on LLU may have slowed things slightly but again it takes time and there's not much you can do to speed things up.
You booked seats at a restaurant and turned up to find they'd screwed up your reservation, but they have another reservation in two hours, what do you do?
Same restaurant, different night. You've ordered steak. Your food arrives, the steak is overcooked, and tough as old boots. What do you do?
Yet again, same restaurant! You've sat for 3 hours, waiting for your food to arrive. When you call the waiter over, he tells you "Sorry Sir, there isn't a thing I can do about it, you need to talk to someone else." with a tone of complete ambivalence. What do you do?
I'll tell you what you do. Next time you make reservations, you make them at the restaurant accross town. Sure, they don't spend as much on advertising, but the waiting staff are always polite, and the food is excellent.
The move house team is a new branch of Orange, a task oranginally performed by the provisons team. from my experience most pple are randomly picked to go onto this branch and are givern very brief traing, myself only getting 15minutes of brief training before listning in to a few calls to see how it was done for real in all half a day of training.
Ive raised this issue that many pple dont enjoy this branch for a number of reasons
1) The fact that its like doing the same call over and over again, although i admit every customer is different it does get repative
2) The timescale is way too long and we are not givern enough info on why it takes this, excetp for saying' its the time it takes for the line to cease and reprovide' and ' that is the timescale givern by BT and we are trying to bring it down' which we have as it was origanally 20 days (these are a few examples)
3) most pple were forced into the moving house team, and not givern a choice in the matter
4) The process releys on everything being 100% perfect, these include
- no outstanding balance
- no missed payments
- no dunning ( basically using the internet without paying due to missed payment the previous month)
- An active line
- An Availabilty check that confirms the line is clear
-no order or line orders going through
if one of these crops up or is not passed the move house will automatically fail. we are constatanly stuck between provisons BT and the customer with systems that tell us little information except that the line is clear and the provide is going through anything else and we need to call BT or provisions.
wow that was a bit long.....
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