Nokia 6086

diamonds

Orange prob are not even aware of the changes, Unique got changed in Aug 2008 by WDS Global ( Orange Technical Level 3 - outsourced ) & they told me changes happened - I asked why was I not informed...well they just were not interested....I called the Exec Office whom told me as far as they were aware on a national policy these changes were not implemented thats why no change of T&C came out to customers...oh yes but they were, by WDS Global whom felt fit to deny customers something they were paying for removed something from the system as customers were getting " confused " about Unique, blame Orange's own handset literature - or lack of should I say, no explanation of Unique service just how to use it in the Orange adapted manufacturers user manual - which declined to mention your are best testing a new wi-fi signal to see if Unique is compatible as your handset can show that its connected to wi-fi/Unique/UMA but the broadband carrier may refuse the signal - however your handset is not using the Unique feature although the screen may show it is...given Unique bundles include calls to 30 international landlines BILLING was getting overwhelmed with recalculations & technical level 3 were being overwhelmed by Unique users transferred from 150 to do fault tests, seems Level 3 got fed up of doing such calls & removed Unique featured billing from Unique handsets when in Aug 2008 they done a Unique server upgrade....even although Unique users still had bundles on their account for the calls customers were being billed Orange international rates to calls to the 30 Int landlines countries - I had not noticed till Nov as my Xnet/01/02/03 mins were covered by the non deduction of my Unique mins by my Panther Unlimited landline calls - until I called a French landline in OCT for about an hour & got a massive bill, my Unique minutes bundles were on my bill/account & 150 but not being deducted as Level 3 Technical removed the ability to do so.....

Exec Office obviously swung into action & sorted this whole Unique non deduction mins mess out with Level 3, & it was "live" again on my next bill, amazing what the outsourced depts at Orange get away with.....I wonder how many Unique people didnt notice what was going on & just paid their bill between Aug & Nov ? via D/Debit with only a statement of amount due coming through their door....150 billing originally the Unique bundles on my account were removed due to a LARGE overdue amount ( waiting months on BILLING INTEGRITY to re-credit ) then a faulty Unique handset...ie, why I got put through to the losers at Technical 3

GSM codes are applied by technical & outsourced departments who run the network infrastructure, bet WDS Global have their hand in there somewhere I bet

Jon01 can you find out WHEN & WHY Orange removed the gsm codes ?

spirit

MR_FIX_IT wrote: »

Hi to all. Emily T hubby here.
Tried the codes but unfortunatley no joy.
So decided to phone Orange.
I phoned 3 times and each time 25p was taken off my credit even though I was not put through.
All I got was an automated message saying we are busy please call back later.
Then hangs up.
BUT
When I eventually got through I was half way through the 2nd sentance when they hang up.
Thinking it might have been my phone at fault I used another spare mobile I have.
And again half way through the the second sentance they hung up again.
:eek:
SO I called back again when they asked how they could help I asked if I could be put through to a Supervisor. so they hung up again.
:mad:
So I phoned again and told them I was in the process of emailing watch dog.
This seemed to get their attention. So I managed to get my credit back
but they said the dept I needed to talk to was closed.
So phoned again today only to have the phone put down again on me.
SO
Thinking of emailing watch dog anyway as taking 25p off the customer when the call has not been connected seems very unjust.
So at present no further forward.
But thankyou everyone for your advice.:beer:

Mr Fixit, you have received terrible 'service' from Orange, blimey, this type of question is falling-off-a-log easy for the networks to answer. (i'm not an Orange employee or fan)

keep us posted with how you get on with your complaint if you don't mind?

diamonds

Orange has a 1st contact team for NEW customers, ask to be placed on this team automatically ( contact executive.office@orange.co.uk if you are refused access to this team ) - every call you make on 150 no matter what option you choose this team answers - they are really good compared to normal care & make a much better effort - it seems they log all the details of your call & WHO they passed you onto if they cannot resolve the problem for you via contacting whatever dept on your behalf directly to sort the problem

I have had 1 guy out of several calls this month that the guy was not listening & went on about something I didnt even enquire on ? he did answer the call like he could not be bothered & wanted to go home, upbeat I remained calm listened to him then asked gain as he had not answered my question...he then himself got UPBEAT & his manner changed to being a little better & by end of the call I got what was needed with mediocre customer care, considering the call started as " i cant be bothered " vocal it ended rather well and his vocal became nicer throughout the call as I made the UPBEAT effort, he had to in return....not suitable but 1 out of 4 calls aint bad

I spoke to Andrew on this team last night & he was dam chirpy and really nice from start of call, I had an issue ongoing from last week still unresolved over 3 calls & attempts to resolve resetting " your account " access, he was great as he had worked at that dept before so knew exactly how to help, although he had to go to them to get them to do it, couple mins later on hold & he was back chirpy as ever had done as he said he would ( all accounts pulled off system ) and I was to re-register in over 1 hour from "now" & he would call back in 1 hour 5 mins.

1 hour, tried to register & worked, but again as twice last week could not add additional contracts numbers to accounts

1 hour & 5 to the minute Andrew called back ! :eek: SHOCK !!!

Told him didn't work 3rd tme in a week, he got me through to 439 or 156 where a fine young woman helped & done fault diagnostics & I mentioned it maybe connected with another fault on my account technically which has been reported my many times over the 14 month standing issue - my transfer from payg to contract & Orangeworld WAP/GPRS still recognises me as payg & cannot buy or check anything on " my account " and to " call 450 " - IM NOT RECOGNISED on 450's system at all !!!

Nice lady & she has reported both issues to TS Technical Level 2 & will get back to me in a couple of days, no doubt it will be passed to Technical Level 3 who have failed in 14 months to resolve 14 month issue....then it will be me back at executive office whom twice told Technical Level 3 ( top level ) to sort it out !


I don't know if the issue surrounds " your group " activation, payg to contract transfers in Dec 2007 or the numbers transferring from payg to contract being registered on " my account " as payg's before ? then again neither do Orange !

Lets just say Technical Support at its highest level is crap - ( outsourced ), so I'm going through the whole procedure thing " again " ( at least 1st point contact 75% of the time are nice & willing to help ) & if on my bill date in 1st week of Feb if its not sorted I will be asking the Exec Office manager ( nice lady I add ) whats the point in 1st point contact team ? I already told ( in a email ) Exec Office, France Telecom Board members & CEO Alexander I need a one point phonecall who can deal with ANYTHING not pass it on & more so a outsourced department who Orange have no control over & nothing gets done.

On a plus note, my 4 or 5th bill recalculation in 14 months took less than a week this time :eek: SHOCK horror!!! to say the least, considering it took over 3 months last time & time before STILL not to be done by BILLING INTEGRITY & me and Exec Office member sat & done it manually together & I got re-credited overcharges.

I'm holding out faith that these TECHNICAL issues will go the way of BILLING INTEGRITY & something is done ASAP.....failing that back to Exec Office manager whom I have held off contacting for 5 weeks till we can see whats the state of my many issues come March's billing date.....at least Oct/Nov/Dec/Jan bills have been recalculated & will show on March bill as a credit & correct priceplans ( changed in Dec - or were meant to be ! ) applied so " your group " can be rebanded ( was meant to be on Jan bill ) on next bill date in March & ( touchwood ) a final recalculation done in March for all the " your group " calls charged between Feb & March's bill & re-credits applied before April bill is due....given 2 contracts are out of contract since Dec 2007 & the 3rd one is in April, its either sort ALL issues or lose all 3 mobiles & a broadband customer....I have told every dept manager that @ Orange & requested it NOTEPAD'ed to my account notes !

Sort it ALL by last contract renewal or lose 4 accounts......6 weeks remain


I'd just like to add, Orange has given me the least problems since 2000 than any of the 5 - at least Orange ACKNOWLEDGE when they are in the wrong even if it takes forever & a day ( 14 months sometimes ) to resolve issues due to 3rd party outsourcing departments.