Three days ago I changed the password on my fsnet.co.uk account. Instantly the new password worked when I signed in to Orange Webmail. However, the new password was rejected when I tried to get my email using Outlook Express. I tried the old password and Outlook Express worked perfectly!
And 3 days later it's still the same. Webmail accepts the new password, Outlook Express only accepts the old password. Also tried logging in via www.mail2web.com and that only accepts the 3-days-out-of-date password too. So my account now has two passwords!
I emailed Orange Customer Support. They replied saying "update your Outlook Express password". Doh. I've now exchanged 5 emails with Customer Support and each time a different person says "sorry you're having problems with your Outlook Express settings" or words to that effect. I am not having problems with my Outlook Express settings!!! I think they believe the problem simply cannot be as I have stated it. But it is.
I rang them today. I patiently followed all the instructions about deleting the Outlook Express mail profile etc etc etc and FINALLY the Indian agreed the problem was exactly as I stated it: the new password works for Webmail, the old one works for Outlook Express. He said he'd raise an 'FSD' to get the experts to look at it. We shall see...
Very very frustrating.
Last edited by mikehhh on Sun Jul 18, 2010 4:22 pm; edited 2 times in total
Today, day 4, a nice lady from Orange rang me. Once we had sorted out her confusion over which account had the problem she said I should wait 10 to 15 days for the new password to have effect with Outlook Express. I resisted the temptation to say "b*****ks", and instead told her I actually have 2 email accounts and I'd changed the password on both at the same time and the new password worked straight away with Outlook Express for the other account.
Realising I wasn't going to be fobbed off for 15 days, she then tried to persuade me the problem was that my router had the wrong password and I needed to turn it off and on again (perhaps she watches The IT Crowd). When I persuaded her that made no sense at all she put me on hold and went to speak the "the email team".
She returned suggesting I send in an email describing the problem and they'd look at it. When I pointed out that I had already sent 4 emails describing the problem and that was why she was ringing me she realised that wasn't going to fob me off either.
She was a very nice girl but obviously hadn't got a clue - not her fault.
Anyway, when I told her I'd rung the day before and the Indian I spoke to had raised an FSD she checked that it had been raised and was relieved she could now tell me to await its resolution.
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