I have two accounts, one in Invernes and one in the east coast. I aksed for MAC codes for both so that I can consider my options and was eventually put through to an English fellow who told me he was a manager.
I got another new excuse apparently "it's very, very cold at the moment and the frost ate through the cables and fried the server. The engineers are digging up the cable and replacing it and all the other wires for the power so that the server will work" ! Well excuse me for being sceptical but I've worked in Sakhalin Island off the east coast of Russia and it gets way colder there and I've never heard of the frost "eating into the wires". Oh, and the engineers couldn't physically get to the Inverness area because of the snow. Well I managed to drive from Aberdeen to Inverness on Friday and my mate travelled Inverness to Edinburgh and back the same day so my old Audi must be a very special car or I must be an exceptional driver. If they'd given me a call I could have nipped round with my tool kit and sorted it out for them or I could go pick them up wherever they are - I'm doing nothing else cos my Internet isn't working. They did offer me a pro-rata rebate based on the number of days the service has been out. Give me strength !
Please list the excuses you've been given below, I'd love to hear them.
Called Orange again this afternoon after the last wait & see 24 hour period expired, this time asked for my MAC code and was asked why I want to leave Orange; after explaining that I & the rest of Orange users in Inverness have been without service for 6 days I was told "These things do happen." in a don't blame us attitude & was then offered that they could give me the same service for less money.
After explaining that I'm happy to pay what I am at the moment if only it was working I was passed on to tech support yet again; who then started on the check your filters script before I stopped him to let him know it was a known issue with the service. He then told me! it was a known issue and that the Engineers are working on it and as I had been without service for 5 days he could escalate it to his superiors. I'm just glad I have my mobile internet dongle to get on line & feel sorry for the many peeps who don't have that option.
The award for comedy customer assitance goes to........
Does anyone know of any other broadband provider that has had as long an outage as this episode with Orange in the Inverness area? My friend asked me how they could find the 'most reliable' provider, when most of them are rated according to price. I'm not bothered about cost, but reliability is what most people want.
Does anyone know of any other broadband provider that has had as long an outage as this episode with <a href="http://www.maccodes.co.uk" target="MAC">Orange</a> in the Inverness area? My friend asked me how they could find the 'most reliable' provider, when most of them are rated according to price. I'm not bothered about cost, but reliability is what most people want.
Same sad tale in Forres. I know of ten people in the town without Orange broadband. Apparently it went down some time last Tuesday. Usual script from Mumbai, as if that is going to resolve the problem.
I spoke to a reporter from the Highland News yesterday and he's running a story about this in tomorrow's edition after being contacted by somebody else. He said he didn't fare any better than us in getting a sartisfactory explanation from Orange, he got the same statement that was issued to the Press & Journal last Saturday. He's asked me to contact him again tomorrow if there is no change in the situation.
Incidentally, we're using BT FON to get connected... I paid £15 for 5 days internet access last Wednesday when the outage with Orange started, and it hasn't expired yet.
Orange briefly re-connected us this evening just before 7pm, but we've lost the connection again. I phoned our daughter, also in Inverness, and her Orange is back up and running. I phoned Orange and was told that line tests are being done this very moment and we will all be back online by midnight.
Woo hoo, my friends in Inverness are so glad to be back on. Hope everyone else gets up and running again as soon as possible.
We will be interested in hearing how you all get on and if anyone has decided they are definitely moving away from Orange. If so, who will you be moving to and on what criteria, apart from customer service, will you base your decision to move on. (Lol, I'm not carrying out a survey, honestly).
Orange briefly re-connected us this evening just before 7pm, but we've lost the connection again. I phoned our daughter, also in Inverness, and her <a href="http://www.maccodes.co.uk" target="MAC">Orange</a> is back up and running. I phoned <a href="http://www.maccodes.co.uk" target="MAC">Orange</a> and was told that line tests are being done this very moment and we will all be back online by midnight.
Well, midnight was 6 hours ago, and I am not back online.
I'm in Inverness, Kinmylies area, 8 days now with no connection.
I've just been on the phone to tech help (yet again), and this time the guy talked me through to a connection! I had a long wait to get through to tech help, but it was worth it, so try that mikelion. I also asked if we are to have a rebate because of the outage, and was told that they're offering £10 compensation which will be reflected in the next bill!
Yup, my connection was live when I glanced at the router this morning and it seems to work fine. I'll still be tempted when the MAC arrives though, a week is a long time.
PlusNet looks good to me their service has good reports and the amount of info you get from their control panel on how your usage breaks down looks realy informitive, overall the impression I get is of a professional provider. The reports I've got from friends coleagues who use them are also good. They even have a service status page that gets updated instead of being charged to call a service status line.
To be honest I have been thinking of switching before this outage and this was the shove I needed to request the MAC.
woo-hoo! i'm back on today too! 8 days, what a disgrace! trouble is, i signed up at xmas for 18mths and wld have to clear my bank acc to stop the debits and let them sue me. what a relief, the mobile dongle wasn't great
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