at this moment in time, there is a network issue, as i have only just signed up to this site, i have only just realised the severity of the issue, orange are trying to get this issue resolved, and i know it doesnt seem like it, but Orange are aware of the issue, but agents in call centres dont all know this, as Orange dont share everything with us, only the information that really matters. Unfortunatly, there isnt much i can advise you as there isnt much i can do. This is definatly a network issue and can only be resolved by Orange themselves. Where as most contact centres are outsourced. We only can give you information that Orange give us
Joined: 15 Feb 2007Posts: 10Location: WEST YORKSHIRE
THERMALTAKEGUY wrote:
watchyourback wrote:
hello. i am currently a team leader working on behalf of wanadoo at a call centre outsourcing company that wanadoo uses for all aspects of customer service, tech support...etc
i know first hand through the dozens of manager calls i take weekly that wanadoo has some major issues which could use a bit more of a personal touch instead of a standard corporate response. indeed LLU is fastly becoming a crisis but i deal with adsl (normal broadband) issues so any and all questions that are not account specific i will try my utmost to answer for u.
in regards to the post below; the service status can be seen in wandoo call centres so if u give us a ring, we can tell you straight away.
lasty, wanadoo do have a useful system in place for issues like error messages etc. if you go to this url, it is a search engine for all wanadoo info including tech support. please give it a try http://help.wanadoo.co.uk/
any queries, please reply to me
cheers
Hello Team Leader,
For 5 years i've been a happy BT & Freeserve/Wanadoo BroadBand customer using up to 1meg BroadBand with no problems.
14th Sept 2006, After a standard (unrequested) service upgrade my SpeedTouch USB modem started to fail, constantly disconnecting with ridiculous frequency.
I phoned Cust Support numerous times, they did nothing but state the obvious (how to reconnect, Do'h, that's hard).
After a short while i came to the conclusion that the SpeedTouch modem couldn't cope with the standard Orange upgrade to 8meg, so i reported this to Cust Support who promptly ignored me and again stated the obvious (as if it was scripted)
10th Nov 2006, I phoned Orange to cancel stating that the equipment no longer worked for more than a few seconds at a time, at this point for the 1st time i was put through to a UK call centre.
After logging my wish to cancel i was passed on to Tech Support to see if there was any way that i would stay with Orange Broadband, I said i would if they could restore my BroadBand service.
Tech Support offered a LiveBox within 5 days, a free upgrade to BroadBand Plus & NO CONTRACT tie in.
18th Nov 2006, Still no LiveBox so i phoned again, They had no record of my replacement equipment order for the LiveBox, so placed the order again and stated 5 days before it will arrive.
28th Nov 2006, Still no LiveBox so i phoned again & asked to be connected with a Cust Support Manager, instead i was passed to a rude, obnoxiuos Supervisor who stated that there was no record of any LiveBox order & that i would not get BroadBand Plus and also that my LiveBox would take 10 days to arrive, breaking all verbal agreements previously made by both previous Cust Support members.
Against my better judgement i agreed in order to keep the peace, I'd rather have told her to stick it and now wish that i had.
7th Dec 2006, LiveBox finally turned up but wasn't compatible with my PC, had to buy an ethernet LAN card so that i could install my LiveBox.
Problems from word go, still disconnecting & unable to reconnect for several hours at a time, reinstalling software, resetting the LiveBox & LAN card had no effect.
Phoned India again & found out how to reconfigure the LiveBox using the admin password & username, Still the same problem, disconnecting & unable to reconnect for hours at a time.
30th Jan 2007, Phoned Orange Cust Support to report that there was NO BROADBAND on my phone line, was told that it would be reconnected within 48 hours.
30th Jan 2007, Sent a letter to;
Customer Support Manager
Orange Home UK Head Office
Verulam Point
Station Way
St. Albans
AL1 5HE
I outlined my problems and made my complaints, stating that the continual fobb-offs will not be well received.
1st Feb 2007, Still no BroadBand on my line even though the 48 hour deadline has passed.
13th feb 2007, Received a reply to my letter, basically 3 lines off fobb-offs stating that any costs incurred by myself during a period of NO SERVICE are my responsibility, finished off with "I hope this restores your faith in Orange".
No answer to any technical questions.
No cause admitted for the reason behind the problem.
No assurance that the problem will be rectified.
No compensation for dial-up costs.
No timescale given for a return to normal service.
13th Feb 2007, Consumer Direct, BBC Watchdog & Ofcom emailed about the problem with Orange BroadBand & Orange Cust Support.
13th Feb 2007, Phoned Orange Cust Support & asked to be connected with a Cust Support Manager, instead i was again passed to a different but equally rude, obnoxiuos Supervisor who stated that Orange are not in breach of contract and that i should read the small print.
This Supervisor was quite willing to escalate my questions to an argument, refusing to provide any information about what was being done, only that they were working on the problem & eventually refused to answer any more of my questions.
One bit of information that i did get out of this Supervisor is that if Orange BroadBand users set up an Orange AnyTime account to use when they are not receiving BroadBand, then the £14.99 monthly fee will be refunded.
I tried to set up an Orange Dial-up account way back in 2006 but the webpages would time-out before they loaded making it impossible to proceed through the online account set-up and installation.
13th Feb 2007, Using BT Yahoo to connect to the internet, I set up an Orange AnyTime account which was cancelled by Orange within 24 hours, Used BT Yahoo to check my AnyTime account & Orange said that i had cancelled it....News to me.
15th Feb 2007, Using BT Yahoo to connect to the internet, I set up another Orange AnyTime account which was cancelled by Orange within 6 days, Used BT Yahoo to check my AnyTime account & Orange said that i had cancelled it....News to me.
21st Feb 2007, Using BT Yahoo to connect to the internet, I set up another Orange AnyTime account which was cancelled by Orange within 2 hours, Used BT Yahoo to check my AnyTime account & Orange said that i had cancelled it....News to me.
22nd Feb 2007, Using BT Yahoo to connect to the internet, I set up another Orange AnyTime account which was cancelled by Orange within 5 days, Used BT Yahoo to check my AnyTime account & Orange said that i had cancelled it....News to me.
28th Feb 2007, Using BT Yahoo to connect to the internet, I set up another Orange AnyTime account which has lasted the day so far...
There is still NO BROADBAND on my phone line, during the last 3 month i have had BroadBand for less than 19 days, I haven't heard a thing from Orange for 4 weeks.
Of course you won't be able to contact me on this email address as my account is due to be cancelled again at any moment.
Statement made to BBC Watchdog by Orange Broadband
"Orange aims to provide the best value and most reliable broadband service in the UK. We launched Orange Broadband last summer and have worked to ensure the vast majority of customers receive an excellent level of service. However, we are aware some of our broadband customers have experienced some service and technical issues over the last few months. When these have occurred, we have worked to rectify any problems swiftly and effectively.
"We pride ourselves on giving our customers a service they can rely on and, if things do go wrong, we work to put them right as fast as possible. In the event that a customer is not happy with our service and wishes to switch provider, we will ensure they can do so smoothly and with minimum disruption.
"We acknowledge that some of our customers may have had to wait longer than normal to speak to a customer services representative over recent weeks. We have therefore brought in additional staff to support the existing teams in our contact centres. Orange already has a 6,000-strong customer services team, across mobile and broadband, and we're constantly reviewing our resources and working shifts to ensure staffing meets customer demand.
"Our focus is on getting things right for our customers, and we shall continue to work on improving the levels of service we offer."
28th Feb 2007, Using BT Yahoo to connect to the internet, I set up another Orange AnyTime account which was cancelled by Orange within 24 hours, Used BT Yahoo to check my AnyTime account & Orange said that i had cancelled it....News to me.
2nd Mar 2007, Using BT Yahoo to connect to the internet, I set up another Orange AnyTime account which was cancelled by Orange within 48 hours, Used BT Yahoo to check my AnyTime account & Orange said that i had cancelled it....News to me.
5th Mar 2007, Using BT Yahoo to connect to the internet, I set up another Orange AnyTime account...
Getting bored of the service that Orange provides.
Already emailed or sent letters to:
Ofcom
ISPA
BBC Watchdog
Consumer Direct
Orange Home UK, Customer Support Manager
Not had any joy with any of them, My solicitor is next on the list.
I do currently work as a tech agent. less than 4 months working for the company may mean I'm not the most experienced, but I'll try contributing to the forum if it can help resolve some issues.
I'm aware that there are alot of people aware of this site but there are also alot of people that are good at the job or better than I, but they would rather not have the job consume their lives outside of their work hours.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
ysw wrote:
I do currently work as a tech agent. less than 4 months working for the company may mean I'm not the most experienced, but I'll try contributing to the forum if it can help resolve some issues.
I'm aware that there are alot of people aware of this site but there are also alot of people that are good at the job or better than I, but they would rather not have the job consume their lives outside of their work hours.
Hi ysw
You are a tech agent? as u put it can you explain the point of your post? what could you possibly do to resolve all these problems with Orange customers? if you was aware of this site why havnt you posted here before?
_________________ ex Freeserve/Wanadoo/Orange Blog
The post was in answer to the thread title.
I'll answer what I can.
Posting before would not have added anything and may possibly been struck down by similar questioning. There is always my apprehension that anything I post may be misconstrued and end up ugly.
Hmmm... so how come no CS agent has posted in this thread for nearly 3 years ?
Apart from a certain 'Jonathan' (who seems rather fishy...)
Probably because this site is not endorsed by Orange as an official site.
There is no law to prevent anyone from Orange giving general help and suggestions on here but considering many of the problems are technically related there is only so much they can advise without knowing phone numbers, post codes and doing line tests. Thus that grand old Government Act of Data Protection
Hmmm... so how come no CS agent has posted in this thread for nearly 3 years ?
Apart from a certain 'Jonathan' (who seems rather fishy...)
Probably because this site is not endorsed by <a href="http://www.maccodes.co.uk" target="MAC">Orange</a> as an official site.
There is no law to prevent anyone from <a href="http://www.maccodes.co.uk" target="MAC">Orange</a> giving general help and suggestions on here but considering many of the problems are technically related there is only so much they can advise without knowing phone numbers, post codes and doing line tests. Thus that grand old Government Act of Data Protection
I work for Orange in technical support and have done for 3 years. Feel free to post and il try to help.
Cheers,
Lee
Tech Support.
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