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Orange Broadband CS sucks!!! Getting really annoyed now!!!!

Benjimoron Avatar
8y, 4m agoPosted 8 years, 4 months ago
Have been speaking to them for the last 40 minutes, for most of it they kept repeating that I need to speak to the web-mail provider (which I have already done) so I told them I'd done it, then they started repeating that I needed to speak to the web-mail provider. The manager even admitted that he understood that I'd already done what was being asked but he was going to keep on asking regardless! Then he hung up on me!

Idiots!!!
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Benjimoron Avatar
8y, 4m agoPosted 8 years, 4 months ago
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banned 1 Like #1
they are a total waste of time, i spent over half an hour on the phone with them for them to tell me my lappy hadnt got a wireless card, although it has (ooops didnt see the cS bit-lol)
#2
ordered a phone from there online store took 3 2 weeks to arrive then a further week and a half for the free gift spoke to them bout 4-5 times as they didnt have a clue what was happening couldnt take payment ,phone not in stock ,offer is over, order not placed,total idiots
#3
32 weeks, wow!!
#4
benji>> whats the issue then with your broadband?
#5
They are a joke. They also would need to learn some manners. I hate the fact that you have to repeat yourself to every agent. They never take call logs and never offer callbacks.
#6
dfaz
benji>> whats the issue then with your broadband?


Posted a thread about it last night, basically can't get to a certain web-site (web-mail) via the orange broadband, works fine on my o2 broadband and at my dad's work and the company have done a check and everything seems fine. So I'm convinced that it's Orange causing the problem. Have got some checks to do as suggested last night but can't get my head around why it works fine on every broadband other than Orange!
#7
kemo
They are a joke. They also would need to learn some manners. I hate the fact that you have to repeat yourself to every agent. They never take call logs and never offer callbacks.


That's pretty much what happened, I only went to the manager as the advisor I was speaking to said that if I wanted them to do anything I would have to write in! Like you say, they hadn't taken any notes and had no intention of even bothering to check if there's a problem.
#8
Are you using an internet security package supplied by Orange?
Is the firewall in the Livebox set too aggressively?
Do you experience the same issue using a different machine but still connecting using Orange?
Have you tried connecting to your webmail using a proxy server?
#9
jayhab
Are you using an internet security package supplied by Orange?
Is the firewall in the Livebox set too aggressively?
Do you experience the same issue using a different machine but still connecting using Orange?
Have you tried connecting to your webmail using a proxy server?


Indeed i am thinking too its something to do with a firewall blocking a certain port?

Is the o2 broadband you are referring to one the same computer?
banned#10
I've hated Orange since they took over Wanadoo. How do you ruin a perfectly good company, sell it to Orange :w00t:
#11
dfaz
Indeed i am thinking too its something to do with a firewall blocking a certain port?

Is the o2 broadband you are referring to one the same computer?


o2 broadband is in a different house, different computer.

It could well be a firewall, but I guess it's Orange's firewall on their livebox.
#12
get talk talk: free internet, free uk calls on weekends and weekdays after 6. Also great customer service.
make sure you phone up orange and tell them, may make them listen to you a bit more
#13
Tried a seperate computer on the same connection and it's still not working! Have cleared cache and cookies and flushed dns and still not working.

Apparently I have to get Orange to flush the dns now, wish me luck!!!
#14
Knew this was going to be hard, after half hour arguing they've agreed to do it but don't have a clue when they're going to do it!
#15
This is getting way beyond a joke.

After another hour arguing with them last week they finally admitted that it is their problem and they already knew about it! It's apparently on several of their exchanges and mine happens to be one of them. The manager couldn't tell me when it would be fixed but agreed to call me back within 24 hours to tell me.

The call didn't materialise so I've been back on the phone to them, spoke to several people who just want to go through the standard problem solving routine and won't accept that I've already done it several times. Spoke to the manager who refused to help me and hung up on me.

Phoned again and spoke to the customer service manager who promised a call back at 11am today, they only have half hour slots according to her so I guess even if they do phone (which is looking highly unlikely now) then they'd probably have to hang up in 3 minutes anyway!

About to phone again, really annoyed now! Can't get on e-mail, it's their problem and they know it but they're basically refusing to fix it. This has been going on for about a month now!!!

Any ideas how to speak to someone who give a monkeys about my problem?????
#16
Called back, manager too busy to take my call but will call back. If she doesn't call me back then the guy I spoke to will call me back.

So that's 4 call backs promised so far and none received. Will be calling them again soon!!
banned#17
Any news?
#18
DLM
Any news?


Nope, still no call received. Have been out but my mum has been here and she's said no call.

The annoying thing is this isn't even my broadband, it's my parents but it's still in my name from when I lived there. They aren't that technically minded so I tend to sort these sorts of things anyway. It just means I can only really sort it out when I happen to be in the area.
banned#19
Benjimoron
Nope, still no call received. Have been out but my mum has been here and she's said no call.

The annoying thing is this isn't even my broadband, it's my parents but it's still in my name from when I lived there. They aren't that technically minded so I tend to sort these sorts of things anyway. It just means I can only really sort it out when I happen to be in the area.


The customer service seems to be getting worse in most organisations.

Sad times, ahead, i think.

Good Luck, with it.
#20
DLM
The customer service seems to be getting worse in most organisations.

Sad times, ahead, i think.

Good Luck, with it.


Thanks, couldn't agree more!!

I've found O2 broadband CS to be excellent generally but every company is going the same way.
#21
Completely useless!!

Now told me that they don't have any idea when they're going to fix it, can't get in touch with the people fixing it or communicate with them in anyway so basically told to wait until they eventually fix it.

Refused to drop the price that I'm paying considering that I'm getting a reduced service.

Now refusing to let me speak to a manager and the person I spoke to apparently lied about being a manager as according to her colleague she isn't a manager.

Asked for CEO's address and they refused several times until I got quite angry when they eventually gave me:

tom alexander
orange broadband
verulam point
station way
st albans
al1 5he

Not sure if this is right so any better ones would be appreciated.

Going to complain about all this and add on my complaint that I never made before about when one of their managers had a go at me for asking "dumb" questions! I don't think that asking why I got an e-mail to say I'm on a 1Mb service when I'm paying for 8Mb is dumb!!!
#22
Just get a mac code for your parents and move away from Orange!
#23
This is the exact reason why I left Orange Dialup. It was rubbish back then since they bought wanadoo, and its worse now
#24
jayhab
Just get a mac code for your parents and move away from Orange!


Unfortunately they've got a really good deal, £17.99 for unlimited with phone line included. If it comes to it I'll move but agreed to an 18 month contract so will take an argument to get out.
#25
Artonox
This is the exact reason why I left Orange Dialup. It was rubbish back then since they bought wanadoo, and its worse now


Yeah I agree, I don't really use it as it's at my parent's house. I know the CS sucks though!
#26
Benjimoron;2870179
Unfortunately they've got a really good deal, £17.99 for unlimited with phone line included. If it comes to it I'll move but agreed to an 18 month contract so will take an argument to get out.

That's an ok deal - it's not great though!
I pay Sky a fiver for 8 meg and get free evening and weekend calls - all calls is an extra fiver a month.
18 month contract - bummer!
#27
jayhab
That's an ok deal - it's not great though!
I pay Sky a fiver for 8 meg and get free evening and weekend calls - all calls is an extra fiver a month.
18 month contract - bummer!


Don't you still have to pay BT line rental? So that's £15.50 included?

Is it unlimited?

Do you have to pay for sky too? My parents don't have/want sky.

My parents get free evening/weekend and daytime calls and free calls to Orange mobiles.
#28
ahhh - could be an issue then!

yes - there is line rental on top of the fiver and you do need to have Sky too!
there is supposed to be a 40 gig cap on the 8 meg package - but no reports of it ever being imposed on www.skyuser.co.uk - and there'ssome serious downloaders on there!!


o2 / Be?
#29
So £2 cheaper but you have to pay for sky and you only get 40gigs which they could start enforcing.

Can't get o2 in the area, not for the cheap price anyway. EDIT - Appears it's available now!
#30
Ok, starting to get somewhere. Have tried the webpage by going via the IP address, and it works!!! As I understand it when I put in a domain name the DNS on Orange's server converts that to the correct IP address, kinda like a phone book. But in this case I'm assuming that it's not working correctly seeing as putting the IP address in directly will take me to the web site.

Orange have come back to me eventually to say they can't find a problem so they can't fix it. They said to phone back if it gets any worse.

I guess I'll just have to put up with it but really annoyed that they can waste my time like this and just say they can't fix it!
1 Like #31
ahhhh....

if it's a DNS look up error on their servers, can't you change your DNS settings?
I read up on this a while back - OpenDNS is aapparently the 'bomb'

https://www.opendns.com/smb/start

I beleive if the issue lies in Orange's DNS look-up, then this could be your solution??!?!

-fingers crossed and good luck Ben!
#32
jayhab
ahhhh....

if it's a DNS look up error on their servers, can't you change your DNS settings?
I read up on this a while back - OpenDNS is aapparently the 'bomb'

https://www.opendns.com/smb/start

I beleive if the issue lies in Orange's DNS look-up, then this could be your solution??!?!

-fingers crossed and good luck Ben!


Looks good, is it free and does it slow accessing pages down at all?
#33
totally free and they actually claim it's faster than regular ISP DNS look-ups!

Worth a try - I believe their guide tells you to keep note of your current DNS settings and if it doesn't work you can always swap back!
;-)
edit - more info on it here: http://www.opendns.com/smb/solutions/
edit again - wiki has some more info too: http://en.wikipedia.org/wiki/Open_dns
#34
I've just rang up orange to cancel the web bolt on on my pay monthly account, i waited for 5 minutes on the phone and then i got through to a customer assistant, who to my suprise was english! I couldnt remember the password i used for the account so i gave him some extra details and he changed my password for me, and then i asked for the web bolt on to be cancelled and he did it straight away. Was really friendly and overall a good experience.
#35
Tatey
I've just rang up orange to cancel the web bolt on on my pay monthly account, i waited for 5 minutes on the phone and then i got through to a customer assistant, who to my suprise was english! I couldnt remember the password i used for the account so i gave him some extra details and he changed my password for me, and then i asked for the web bolt on to be cancelled and he did it straight away. Was really friendly and overall a good experience.


Fine if you get someone that speaks this language, I've mainly dealt with people that don't!!
1 Like #36
Did you ever get this sorted for your parents Ben?
#37
jayhab
Did you ever get this sorted for your parents Ben?


Yeah, I'd put the IP address into their computer so as to avoid having to use Orange's DNS and that's been working fine.

I was round there yesterday and remembered about the free DNS so I tried that and it all works perfectly now. No need to put the IP address of the web-site anymore, can use the name. Thanks for the advice, this all goes to prove that it is their DNS that is at fault. They've come back to me and said that there is a problem but they can't fix it. Am going to ask them for a reduction in price seeing as part of the service doesn't work and they won't/can't fix it.
#38
That's great news mate - glad you managed to get to the bottom of it in the end!!

Good luck with getting some money off - sounds like you've got a good case if they know it's their problem and they can't resolve it!! :-)

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