Orange lost & stolen provide inaccurate information on effect of call bar
in [UK Mobile]
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From: janderson on 27 Nov 2005 11:32 Very annoyed with Orange. My wife either lost her phone or had it stolen yesterday afternoon. I immediately reported this to Orange, who put a "temporary call bar" on the phone, pending my wife's confirmation. She later rang Orange's "Lost & Stolen" team, who told her that they would send a replacement handset and SIM within three working days. I then asked them whether my wife would be able to continue picking up her messages in the meantime, stressing that this was her business phone. I was told that, yes, this would be no problem. About eighteen hours later, it became impossible to access my wife's voicemail. I rang Orange who told me that her line had been "blacklisted" and that it would not be possible for anyone to leave her any message or for us to retrieve any messages that were saved in her mailbox. What's more, they are not able to divert her number to another number - apparently this has to be done "from the handset". I pointed out that this was my wife's business phone and that this was unacceptable and that I had been misled. I was told that my wife's account was listed as a "personal account" not a business account so there was nothing they could do because a) it was impossible to divert a number once it had been blacklisted; b) it was impossible to divert a number except from a handset; c) even if it were possible to divert a number without the handset (!), they would only do this for business customers; and d) it would take several days to reclassify my wife as a business customer so there would be no point in trying to do this at this stage. I find Orange's attitude to all this to be utterly deplorable and am therefore trying to disgrace them publicly. All suggestions on how to remedy this situation or, failing that, on how to complain more loudly are most welcome.
From: Tumbleweed on 27 Nov 2005 13:13 "janderson" <janderson(a)volcanomail.com> wrote in message news:1133109121.084832.273460(a)z14g2000cwz.googlegroups.com... > Very annoyed with Orange. > <snip>> > I was told that my wife's account was listed as a "personal account" > not a business account so there was nothing they could do because a) it > was impossible to divert a number once it had been blacklisted; b) it > was impossible to divert a number except from a handset; c) even if it > were possible to divert a number without the handset (!), they would > only do this for business customers; and d) it would take several days > to reclassify my wife as a business customer so there would be no point > in trying to do this at this stage. > > I find Orange's attitude to all this to be utterly deplorable and am > therefore trying to disgrace them publicly. > > All suggestions on how to remedy this situation or, failing that, on > how to complain more loudly are most welcome. Next time, pay for a business account if thats the level of service you require? -- Tumbleweed email replies not necessary but to contact use; tumbleweednews at hotmail dot com
From: ray on 27 Nov 2005 13:20 "janderson" <janderson(a)volcanomail.com> wrote in message news:1133109121.084832.273460(a)z14g2000cwz.googlegroups.com... > Very annoyed with Orange. > > My wife either lost her phone or had it stolen yesterday afternoon. I > immediately reported this to Orange, who put a "temporary call bar" on > the phone, pending my wife's confirmation. > Why are you telling us ? Orange have done well placing a call bar and stopping the phone being used. If your wife is in business I am amazed she needed you to speak on her behalf. Orange have stopped unuthorised use of the phone so what are you moaning about! Leave it to your wife to sort out.
From: janderson on 27 Nov 2005 17:05 What level of service might that be? The provision of accurate information about the level of service?
From: janderson on 27 Nov 2005 17:14
I am telling the Newsgroup because I don't think it is good service when the department set up to handle reports of lost or stolen phones is unable to supply accurate information about the consequences of placing a "temporary call bar" on a phone line. I also don't think it is very impressive that Orange are unwilling to implement a call divert service for all their customers, particularly if they have had their phone stolen. It is especially feeble given that they have previously had a mostly functional service that did accomplish this (Everyphone). |