Grrrrr Orange
Nov 18th 2013, 6:55 pm
#1
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Location: Provence
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Grrrrr Orange
We are utterly fed-up and frustrated by these people.
The service is just so variable - sometimes we have it,sometimes we don't.
If one tries to ring faults all you get is a recorded message, if you try to contact by e-mail all you get is an automatic reply saying they are very busy, our engineers are trying etc etc.
Our line and live box have actually been working quite well but a friend in the next hameau has had nothing since last Wednesday, We have spent hours trying to help them sort it. He actually drove all the way to Avignon (2 hours round trip) with his live box only to be told that it was working and he had to go home and report the fault, they couldn't do that...but they don't speak French.
There is absolutely no way we, they or anyone else, icluding French neighbours, can actually get to speak to a human being.
Does anyone know of a number to get to speak to such a being? They are frantic because she is rather ill and needs to be in contact with her oncologist - like us there is no mobile signal in their hameau.
Really want to help them but at a total loss at the moment.
The service is just so variable - sometimes we have it,sometimes we don't.
If one tries to ring faults all you get is a recorded message, if you try to contact by e-mail all you get is an automatic reply saying they are very busy, our engineers are trying etc etc.
Our line and live box have actually been working quite well but a friend in the next hameau has had nothing since last Wednesday, We have spent hours trying to help them sort it. He actually drove all the way to Avignon (2 hours round trip) with his live box only to be told that it was working and he had to go home and report the fault, they couldn't do that...but they don't speak French.
There is absolutely no way we, they or anyone else, icluding French neighbours, can actually get to speak to a human being.
Does anyone know of a number to get to speak to such a being? They are frantic because she is rather ill and needs to be in contact with her oncologist - like us there is no mobile signal in their hameau.
Really want to help them but at a total loss at the moment.
Nov 18th 2013, 8:05 pm
#2
Quien no sabe
Joined: Dec 2012
Posts: 3,989
Re: Grrrrr Orange
We are utterly fed-up and frustrated by these people.
The service is just so variable - sometimes we have it,sometimes we don't.
If one tries to ring faults all you get is a recorded message, if you try to contact by e-mail all you get is an automatic reply saying they are very busy, our engineers are trying etc etc.
Our line and live box have actually been working quite well but a friend in the next hameau has had nothing since last Wednesday, We have spent hours trying to help them sort it. He actually drove all the way to Avignon (2 hours round trip) with his live box only to be told that it was working and he had to go home and report the fault, they couldn't do that...but they don't speak French.
There is absolutely no way we, they or anyone else, icluding French neighbours, can actually get to speak to a human being.
Does anyone know of a number to get to speak to such a being? They are frantic because she is rather ill and needs to be in contact with her oncologist - like us there is no mobile signal in their hameau.
Really want to help them but at a total loss at the moment.
The service is just so variable - sometimes we have it,sometimes we don't.
If one tries to ring faults all you get is a recorded message, if you try to contact by e-mail all you get is an automatic reply saying they are very busy, our engineers are trying etc etc.
Our line and live box have actually been working quite well but a friend in the next hameau has had nothing since last Wednesday, We have spent hours trying to help them sort it. He actually drove all the way to Avignon (2 hours round trip) with his live box only to be told that it was working and he had to go home and report the fault, they couldn't do that...but they don't speak French.
There is absolutely no way we, they or anyone else, icluding French neighbours, can actually get to speak to a human being.
Does anyone know of a number to get to speak to such a being? They are frantic because she is rather ill and needs to be in contact with her oncologist - like us there is no mobile signal in their hameau.
Really want to help them but at a total loss at the moment.
Webpage HERE
Nov 18th 2013, 8:27 pm
#3
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Joined: Mar 2008
Location: SE Dordogne France
Posts: 982
Re: Grrrrr Orange
I have uses 1013.fr on at least three occasions but never been phoned back nor been threatened with charges even when they emailed back to say that they had found no problem.
AFAIK that only happens if you actually call an engineer out and he finds no fault.
AFAIK that only happens if you actually call an engineer out and he finds no fault.
Nov 19th 2013, 10:20 am
#4
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Joined: Sep 2013
Location: Kent
Posts: 73
Re: Grrrrr Orange
We are utterly fed-up and frustrated by these people.
The service is just so variable - sometimes we have it,sometimes we don't.
If one tries to ring faults all you get is a recorded message, if you try to contact by e-mail all you get is an automatic reply saying they are very busy, our engineers are trying etc etc.
Our line and live box have actually been working quite well but a friend in the next hameau has had nothing since last Wednesday, We have spent hours trying to help them sort it. He actually drove all the way to Avignon (2 hours round trip) with his live box only to be told that it was working and he had to go home and report the fault, they couldn't do that...but they don't speak French.
There is absolutely no way we, they or anyone else, icluding French neighbors, can actually get to speak to a human being.
Does anyone know of a number to get to speak to such a being? They are frantic because she is rather ill and needs to be in contact with her oncologist - like us there is no mobile signal in their hameau.
Really want to help them but at a total loss at the moment.
The service is just so variable - sometimes we have it,sometimes we don't.
If one tries to ring faults all you get is a recorded message, if you try to contact by e-mail all you get is an automatic reply saying they are very busy, our engineers are trying etc etc.
Our line and live box have actually been working quite well but a friend in the next hameau has had nothing since last Wednesday, We have spent hours trying to help them sort it. He actually drove all the way to Avignon (2 hours round trip) with his live box only to be told that it was working and he had to go home and report the fault, they couldn't do that...but they don't speak French.
There is absolutely no way we, they or anyone else, icluding French neighbors, can actually get to speak to a human being.
Does anyone know of a number to get to speak to such a being? They are frantic because she is rather ill and needs to be in contact with her oncologist - like us there is no mobile signal in their hameau.
Really want to help them but at a total loss at the moment.
I had a couple of past clients tell me pretty much the same situation your friend is in and after waiting over 3 weeks for someone to call back along with a number of follow up calls and e-mails they decided to ring up and cancel there contract. When Orange asked why they wanted to cancel they said you (Orange) have not being fulfilling the contract we signed for your services and we will be using someone who can. After assurances from a manager that it would be resolved soon they decided to give it a couple more days and as if by magic their issue was resolved.
I would use the above situation as a last resort and be prepared to change if you do decide to try it.
All the best
Ian
...
Nov 19th 2013, 12:13 pm
#5
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Re: Grrrrr Orange
Still trying without success.
Our and friends' biggest problem is that only Orange are able to supply a "service" here. We have looked into all sorts of other possibilities, some seemed promising but when they either arrived to look or tested the possibilities they all said "Not possible"
This morning I tried the trick I use with other automated services to actually reach a human ie just hang on through all the options then a human eventually replies. All I got was a message telling me that they had too many calls to answer and ring back later.
My husband went into Orange in town this morning (closed Mondays and Saturdays) and after standing in a queue for nearly 30 minutes was told that sorting out faults was not their problem. Our friend (not us) had to report it himself from home.
When asked how, as no-one replies and obviously he can't use any means so to do. The response was a massive shrug and a muttered "Desolé" I think that must be the least honest word in the world!
Further suggestions still very welcome.
Our and friends' biggest problem is that only Orange are able to supply a "service" here. We have looked into all sorts of other possibilities, some seemed promising but when they either arrived to look or tested the possibilities they all said "Not possible"
This morning I tried the trick I use with other automated services to actually reach a human ie just hang on through all the options then a human eventually replies. All I got was a message telling me that they had too many calls to answer and ring back later.
My husband went into Orange in town this morning (closed Mondays and Saturdays) and after standing in a queue for nearly 30 minutes was told that sorting out faults was not their problem. Our friend (not us) had to report it himself from home.
When asked how, as no-one replies and obviously he can't use any means so to do. The response was a massive shrug and a muttered "Desolé" I think that must be the least honest word in the world!
Further suggestions still very welcome.
Nov 19th 2013, 5:41 pm
#6
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Location: 32 Gers ; Between Toulouse and Auch
Posts: 1,395
Re: Grrrrr Orange
I think there is an English speaking helpline.. it might take me a while to get the number though..
Nov 19th 2013, 6:05 pm
#8
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Joined: Sep 2013
Location: Kent
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Re: Grrrrr Orange
Still trying without success.
Our and friends' biggest problem is that only Orange are able to supply a "service" here. We have looked into all sorts of other possibilities, some seemed promising but when they either arrived to look or tested the possibilities they all said "Not possible"
This morning I tried the trick I use with other automated services to actually reach a human ie just hang on through all the options then a human eventually replies. All I got was a message telling me that they had too many calls to answer and ring back later.
My husband went into Orange in town this morning (closed Mondays and Saturdays) and after standing in a queue for nearly 30 minutes was told that sorting out faults was not their problem. Our friend (not us) had to report it himself from home.
When asked how, as no-one replies and obviously he can't use any means so to do. The response was a massive shrug and a muttered "Desolé" I think that must be the least honest word in the world!
Further suggestions still very welcome.
Our and friends' biggest problem is that only Orange are able to supply a "service" here. We have looked into all sorts of other possibilities, some seemed promising but when they either arrived to look or tested the possibilities they all said "Not possible"
This morning I tried the trick I use with other automated services to actually reach a human ie just hang on through all the options then a human eventually replies. All I got was a message telling me that they had too many calls to answer and ring back later.
My husband went into Orange in town this morning (closed Mondays and Saturdays) and after standing in a queue for nearly 30 minutes was told that sorting out faults was not their problem. Our friend (not us) had to report it himself from home.
When asked how, as no-one replies and obviously he can't use any means so to do. The response was a massive shrug and a muttered "Desolé" I think that must be the least honest word in the world!
Further suggestions still very welcome.
If the numbers don't rectify your problem then I believe I may have one more roll of the dice for you to try. I have a friend who used it in the UK and it worked great and I have just checked online and they are available throughout Europe.
What you will need is a piece of tech called a Signal Booster. What is does is improve signals in rural areas for text messaging, 3G, broadband as well as other cellular functions. They attach a receiver to your house which helps pull in the signal and transmit it throughout your house.
Unfortunately that is all I can tell you about it but I have being told they work very well in rural areas.
I hope this helps
Good luck
Ian
...
Nov 19th 2013, 7:02 pm
#9
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Re: Grrrrr Orange
We don't need an English helpline, but thank you anyway. Husband is bi-lingual and I am very OK.
We do have a signal booster - it works sometimes and has absoluetly no difference at others - ie always cr@p.
Have tried all day but poor friends are getting more and more frantic. When we had this same problem a few years ago the Marie stepped in - but is was the whole hameau. It was resolved in 24 hours. The commune of our freids is different and because they are the only ones off (or so it seems) their Marie is just not interested.
We do have a signal booster - it works sometimes and has absoluetly no difference at others - ie always cr@p.
Have tried all day but poor friends are getting more and more frantic. When we had this same problem a few years ago the Marie stepped in - but is was the whole hameau. It was resolved in 24 hours. The commune of our freids is different and because they are the only ones off (or so it seems) their Marie is just not interested.
Nov 21st 2013, 12:50 pm
#10
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Re: Grrrrr Orange
Update:
Finally got through to a human being at Orange, who blithely informed husband that there were huge problems in that particular area and it could well be as late as Dec 1st before it is fixed.
When asked to explain why none of the near neighbours were experiencing problems there was a long silence, then "How do you know?" Husband told them that he and our friend had knocked on 7 doors that very day and no-one else was affected.
Another long pause and he asked if Orange didn't think it would be a good idea to send an engineer round? Usual reply - it could cost them a lot. Husband replied so if it really is Orange who is at fault he assumes they would be compensating friend accordingly.
Another long pause.
An engineer is going out tomorrow and if he encounters problems he will ring us on our mobile to translate - we have to be out tomorrow.
In the meanwhile a neighbour has offered to let them use his live-box and land line should the need arise.
Finally got through to a human being at Orange, who blithely informed husband that there were huge problems in that particular area and it could well be as late as Dec 1st before it is fixed.
When asked to explain why none of the near neighbours were experiencing problems there was a long silence, then "How do you know?" Husband told them that he and our friend had knocked on 7 doors that very day and no-one else was affected.
Another long pause and he asked if Orange didn't think it would be a good idea to send an engineer round? Usual reply - it could cost them a lot. Husband replied so if it really is Orange who is at fault he assumes they would be compensating friend accordingly.
Another long pause.
An engineer is going out tomorrow and if he encounters problems he will ring us on our mobile to translate - we have to be out tomorrow.
In the meanwhile a neighbour has offered to let them use his live-box and land line should the need arise.
Nov 26th 2013, 3:46 pm
#11
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Re: Grrrrr Orange
Grrrr Orange indeed. Useless is not the word! Incompetant for sure! Still waiting for them to call back to put us on a new package after they messed up our move big time!
Nov 26th 2013, 6:40 pm
#12
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Re: Grrrrr Orange
Grr indeed.
Orange bloke turned up a day late, fortunately we were in and could get over there, thanks to a call from a neighbour's phone. He did absolutely nothing and said it was a real problem!!!! Well tell us about that. He simply didn't have the faintest clue what was wrong.
He was convinced it was inside the house and made friends sign a paper to say that they would be responsible for repairs. When through the house testing, testing, testing - found nothing wrong.
We suggested that perhaps Orange was at fault - heaven forfend!
M said he wasn't capable of diagnosing the problem and left.
Watch this space again
Orange bloke turned up a day late, fortunately we were in and could get over there, thanks to a call from a neighbour's phone. He did absolutely nothing and said it was a real problem!!!! Well tell us about that. He simply didn't have the faintest clue what was wrong.
He was convinced it was inside the house and made friends sign a paper to say that they would be responsible for repairs. When through the house testing, testing, testing - found nothing wrong.
We suggested that perhaps Orange was at fault - heaven forfend!
M said he wasn't capable of diagnosing the problem and left.
Watch this space again
Nov 26th 2013, 6:50 pm
#13
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Joined: Dec 2012
Posts: 3,989
Re: Grrrrr Orange
Grr indeed.
Orange bloke turned up a day late, fortunately we were in and could get over there, thanks to a call from a neighbour's phone. He did absolutely nothing and said it was a real problem!!!! Well tell us about that. He simply didn't have the faintest clue what was wrong.
He was convinced it was inside the house and made friends sign a paper to say that they would be responsible for repairs. When through the house testing, testing, testing - found nothing wrong.
We suggested that perhaps Orange was at fault - heaven forfend!
M said he wasn't capable of diagnosing the problem and left.
Watch this space again
Orange bloke turned up a day late, fortunately we were in and could get over there, thanks to a call from a neighbour's phone. He did absolutely nothing and said it was a real problem!!!! Well tell us about that. He simply didn't have the faintest clue what was wrong.
He was convinced it was inside the house and made friends sign a paper to say that they would be responsible for repairs. When through the house testing, testing, testing - found nothing wrong.
We suggested that perhaps Orange was at fault - heaven forfend!
M said he wasn't capable of diagnosing the problem and left.
Watch this space again
Nov 27th 2013, 6:06 am
#14
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Posts: 533
Re: Grrrrr Orange
When we moved they said they couldn't find our new number, so had to send out an engineer. We then managed to find an older number from the previous owner, and they cancelled the appointment. We gave them 2 weeks notice but apparantely this was not long enough notice. They assured us the day before that they had cancelled the RDV, and we wouldn't get charged. i was not convinced and sure enough came back from shopping the next day and my husband was speaking to an Orange engineer in the house. Grrrrrrrrrrrrr
Nov 27th 2013, 9:21 am
#15
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Re: Grrrrr Orange
Before the engineer left my husband insisted that he noted on the paper that the internal instalations were not faulty and got our friend to countersign.