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Z1010 and NO ACCESS and Orange |
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16-01-2005, 12:58
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#1 |
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Forum Member
Join Date: Jan 2005
Posts: 3
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Z1010 and NO ACCESS and Orange
 .. [ Z1010 and NO ACCESS and Orange and G3 ] ... The text below is to help anyone else who gets this problem on their hand sets and is a duplicate to a web search result in this Forum! - But its such an issue, I believe it should be opened up for discussion! [ HISTORY ]  I got the phone on the 6th of Jan 2005 ... ... It was a replacement for one that got RED HOT to touch! and discharged its battery in about 7 hours! [ in other words it wouldn't go into stand by mode ] - not doing well here! Anyhow! - All I got on the phone was "no access" so on the Friday the 7th 2005 - I called Orange Customer Care ... [ This was a mistake - TAKE NOTE! ] ... You can force the Z1010 to use the G2 network by selecting a it in network setup. It'll do this for about a minute before swapping back to G3: You can in this 'time window' make a call with the mobile. It wont stay on the G2 network and you can't force it to either! "Orange Customer Care" have no idea! about the error message and have NEVER seen or heard of it! ... They don't use the web obviousley! So I was put through to Tech Support, and it got worse from this moment on!  I went thro' the process of reporting the SIM number the IMEI Number - The time of activation, The areas it wouldn't work in! - All in All, it took 35 minutes to "Set up an Action!" and I was promised someone would call me that day to give me an update! - Now as the phone won't recieve calls nor make them I had to give Orange Tech Support the Firms 02 mobile number. Of course no one called! ... I'm a Courier and travel all over and I noticed as I moved from Transmitter to Transmitter that sometimes the phone was working, but the Signal strength was "blue bars" and not "orange bars" ... This was because Orange haven't got total G3 coverage yet; and Its in a G2 area that the phone works ie: the "blue bars". So Saturday I call into the Orange Shop - and after waiting for 20 minutes for an assistant! The poor sap phoned Orange and also got put throu' the hoops, BUT I was told that they can't do anything because "an Action" was open on then phone! Oh! Sh*t! - I'm tied into Orange Tech Support! - Who don't return calls!! I'm in a unique position! As I have three phones with Orange - All Z1010's so on Sunday we do some Sim swapping! My Simm == Works fine in the other phones! Their Simms' == wont work in my phone! I also did a Master reset on the phone ( still don't work! ) So on Monday Jan 10th in Devizes (a G2 hot spot! HO! HO! ) I call Tech Support and Spent another 15 minutes - going over the details with them!? - never heard on "no access" was all I'm getting! and I told them all about the roaming issue ie: blue/orange bars and the Simm swap and the reset! - We will phone you back with an update, usually within 24 hours; was what I got told [ now where have I heard that one before ] - - I still have't got a phone that works and It's now Thursday the 13th Jan 05 and I have a missed call on the 02 phone from Orange. [ whoppeee! ] So I phone them. ... ( after messing about with the network settings - was in Swindon at the time a real G3 hot spot ) ... 'M' answers the phone - Here's the real KICKER ... 'A' from "Tech support" ... [ who btw left a message on my Orange Answer Machine - in the morning ie: The one that doesn't work! ] ... She wants the Post Codes of the Areas the the phone does't work in!!!! - "What the f*ck!" - I just couldn't believe it! - by now I'm getting a little fed up. - So I tell 'M' It's EVERY G3 area and no I'm not trying to use the G3 facilities; Im just trying to use it as a phone! Just to make voice calls - and I tell 'M' all about the Simm swap and the Master Reset! [ AGIAN! ] ... I tell 'M' that the handset is faulty, based on the above observations! - Hummmm! She says - "I'm now taking charge of this problem!" and we will phone you back with an update, usually within 24 hours! [ now!! I KNOW! I've have heard that one before ] ...  [ EPILOGIUE ] It's Sunday the 16th Jan 05 and I haven't had a working phone for over a week now, and still no ones' phoned me with an update! [ not suprised really ] Here's my advice If you have this problem! - Go back to the shop and get a replacement! - "NO ACCESS" is a phone fault! - DO NOT TALK TO ORANGE TECH SUPPORT! - - DO NOT TALK TO ORANGE CUSTOMER CARE! - Will keep you updated. EN_Dulge! |
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17-01-2005, 10:32
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#2 |
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Banned User
Join Date: Nov 2004
Location: Hereford
Posts: 1,681
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Quote:
Originally Posted by Tusk
.. [ Z1010 and NO ACCESS and Orange and G3 ] ... The text below is to help anyone else who gets this problem on their hand sets and is a duplicate to a web search result in this Forum! - But its such an issue, I believe it should be opened up for discussion! [ HISTORY ] I got the phone on the 6th of Jan 2005 ... ... It was a replacement for one that got RED HOT to touch! and discharged its battery in about 7 hours! [ in other words it wouldn't go into stand by mode ] - not doing well here! Anyhow! - All I got on the phone was "no access" so on the Friday the 7th 2005 - I called Orange Customer Care ... [ This was a mistake - TAKE NOTE! ] ... You can force the Z1010 to use the G2 network by selecting a it in network setup. It'll do this for about a minute before swapping back to G3: You can in this 'time window' make a call with the mobile. It wont stay on the G2 network and you can't force it to either! "Orange Customer Care" have no idea! about the error message and have NEVER seen or heard of it! ... They don't use the web obviousley! So I was put through to Tech Support, and it got worse from this moment on! I went thro' the process of reporting the SIM number the IMEI Number - The time of activation, The areas it wouldn't work in! - All in All, it took 35 minutes to "Set up an Action!" and I was promised someone would call me that day to give me an update! - Now as the phone won't recieve calls nor make them I had to give Orange Tech Support the Firms 02 mobile number. Of course no one called! ... I'm a Courier and travel all over and I noticed as I moved from Transmitter to Transmitter that sometimes the phone was working, but the Signal strength was "blue bars" and not "orange bars" ... This was because Orange haven't got total G3 coverage yet; and Its in a G2 area that the phone works ie: the "blue bars". So Saturday I call into the Orange Shop - and after waiting for 20 minutes for an assistant! The poor sap phoned Orange and also got put throu' the hoops, BUT I was told that they can't do anything because "an Action" was open on then phone! Oh! Sh*t! - I'm tied into Orange Tech Support! - Who don't return calls!! I'm in a unique position! As I have three phones with Orange - All Z1010's so on Sunday we do some Sim swapping! My Simm == Works fine in the other phones! Their Simms' == wont work in my phone! I also did a Master reset on the phone ( still don't work! ) So on Monday Jan 10th in Devizes (a G2 hot spot! HO! HO! ) I call Tech Support and Spent another 15 minutes - going over the details with them!? - never heard on "no access" was all I'm getting! and I told them all about the roaming issue ie: blue/orange bars and the Simm swap and the reset! - We will phone you back with an update, usually within 24 hours; was what I got told [ now where have I heard that one before ] - - I still have't got a phone that works and It's now Thursday the 13th Jan 05 and I have a missed call on the 02 phone from Orange. [ whoppeee! ] So I phone them. ... ( after messing about with the network settings - was in Swindon at the time a real G3 hot spot ) ... 'M' answers the phone - Here's the real KICKER ... 'A' from "Tech support" ... [ who btw left a message on my Orange Answer Machine - in the morning ie: The one that doesn't work! ] ... She wants the Post Codes of the Areas the the phone does't work in!!!! - "What the f*ck!" - I just couldn't believe it! - by now I'm getting a little fed up. - So I tell 'M' It's EVERY G3 area and no I'm not trying to use the G3 facilities; Im just trying to use it as a phone! Just to make voice calls - and I tell 'M' all about the Simm swap and the Master Reset! [ AGIAN! ] ... I tell 'M' that the handset is faulty, based on the above observations! - Hummmm! She says - "I'm now taking charge of this problem!" and we will phone you back with an update, usually within 24 hours! [ now!! I KNOW! I've have heard that one before ] ... [ EPILOGIUE ] It's Sunday the 16th Jan 05 and I haven't had a working phone for over a week now, and still no ones' phoned me with an update! [ not suprised really ] Here's my advice If you have this problem! - Go back to the shop and get a replacement! - "NO ACCESS" is a phone fault! - DO NOT TALK TO ORANGE TECH SUPPORT! - - DO NOT TALK TO ORANGE CUSTOMER CARE! - Will keep you updated. EN_Dulge! You should ask customer services to escalate the problem. Speak with a supervisor, if they dont solve it ask to speak with a manager and finally executive office. I think its still worth taking orange up on the 3g offer, but do it as a business customer, you tend to get better, faster customer service. |
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17-01-2005, 16:45
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#3 |
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Forum Member
Join Date: Mar 2002
Location: In the future....
Posts: 11,259
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You have really been messed around by Tech Support. Ive found CS to be great on Orange they always call me back. The phone is clearly broken. Time to call the Executive Office who will sort it out for you!
Orange Executive office: executive.office@orange.co.uk Orange Executive Office, Birchwood Drive, Brackenhill Business Park, Peterlee, County Durham, SR8 2RS. 0870 870 0862. |
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18-01-2005, 01:13
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#4 |
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Forum Member
Join Date: Apr 2000
Location: Glasgow
Posts: 1,628
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My Z1010 was faulty from day 1, it dropped calls, reset, and had missed call text alerts galore. My mistake was just like yours - I called Orange 3G support on 350 who asked me to name three seperate postcodes where phone was faulty in. This I duly did and was promised a callback within 24 hours (sounding familiar?). Nothing. Called back next day, was promised another callback within 24 hours. Nothing. Next day I called CS again but the call dropped. I got a call back from a CS operator telling me that my call had dropped...
After four days I managed to speak to a CS operator who did some digging and I was asked to do a sim swap in an Orange retail store to identify if the problem was the USIM, the handset or the network. Off I trudge in xmas shopping queues to the busiest Orange retail shop on the face of planet zog. The USIM placed in their demo Z1010 worked fine - the problem was my handset. Called CS to authorise a handset swap while the assistant fetched a new box up for me. Oh no, can't do that because a note is open to Tech Support but don't worry someone will call back within 24 hours with further details. Next day I call back to check the status of my replacement handset and the CS operator asks if I could possibly go to a retail shop and try a "sim swap". WTF?? There was no record of me having already done that noted down on my account. Unbelievable, but it gets better. Orange customer service have no direct way of getting in touch with Tech Support, they have to email them and await a reply in return. I cannot speak to tech because they are not "customer facing" and nothing was being done to resolve the problem with the handset. After some advice I called CS back, and before they attempted another fob-off I politely but firmly asked to be put through to Handset Faults where the support rep there asked for three seperate postcodes. Arghhhh... Eventually he relented and closed the outstanding note to tech support and generated a fault code to take to Orange retail for a new Z1010. Finally !! The replacement handset has been a star performer and the Orange 3G network performs well when available. Pity about the muppets in Customer disService who either do not have the information or intelligence to make decisions independently of a computer screen. |
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18-01-2005, 15:21
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#5 |
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Forum Member
Join Date: Mar 2002
Location: In the future....
Posts: 11,259
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Im sure when I joined Orange back in 1997 you could contact Tech Support directly (Mon to Fri) im sure I phoned them once. They must have changed things since then. Not a good plan!
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20-01-2005, 21:06
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#6 |
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Forum Member
Join Date: Jan 2005
Posts: 3
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HI Chaps ...
Here's an update: Phoned Orange C/S on Thursday 13th Jan 05 - "We'll call you back ..." Phoned Orange C/S on Friday 14th Jan 05 - "We'll call you back ... ??" on Tuesday the 18th Jan 05 ... ... Got fed with waiting ... Phoned ORANGE C/S ( don't exist really!!! ) and the reply was -- "Oh! your issue has been escallated" -- to ... ... "our senoir technical support unit!" ... [ yer right! ] wait for IT! -- "We'll phone you back with an update by the end of the day!" NOTHING!!!! Phoned Orange C/S on Wednesday the 18th Jan 05 and spoke to "K" ... After much Bullsh*t of him, I said ... "Look here I've been without a phone for over a week, It's now getting stupid - when arew you going to admit its a phone fault?" "K" at C/S said! "Hummmm! we'll phone you back with a resolve of your problem!" - Argghhhhh! At 16:55 pm a Text message appeared on the phone - to call Orange to arrange a replacement handset - Just call "156" - Which I did at 19:30 - This number is for problems using Video conferecoing among other things!? - Just what is Orange up to!???? Anyhow the chap connected me to "350" and I wnt throu' it all again! The good news is that tonight [ Thursday the 20th Jan 05 ] at 18:30pm TNT arrived with my new hand set ... Its on charge! and with luck tomorrow - I'll have a Phone that I can use - as a mobile phone! - nothing more! G3 - just ain't worth it! Rgds - Terry - SWINDON - UK Your not alone!!! EN_Dulge! |
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22-01-2005, 03:27
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#7 |
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Forum Member
Join Date: Apr 2001
Location: Manchester, UK
Posts: 2,868
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Really sorry to hear about the nightmare you're having.
Just goes to show, 3g is still a fairly new technology and even the mighty orange are unable to get it up and running perfectly. Unfortunatly, it's probably only going to get worse when they open their Indian Call centre this spring..... |
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22-01-2005, 11:20
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#8 |
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Banned User
Join Date: Jan 2005
Location: Newcastle
Posts: 90
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11111111111111
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22-01-2005, 11:21
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#9 |
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Banned User
Join Date: Jan 2005
Location: Newcastle
Posts: 90
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Orange indian call centre
Yes its quite possible things could get worse at orange customer services, they already have around 200 CSRs based in india answering PAYG queries and they now plan to move a further 1500 jobs out there. This does not involve redundancies here in the UK although staff members who leave the company will not be replaced, the current churn rate is approx 30%. Once the 1500 jobs have been moved to India and a fully up and running large chunks of the CS jobs (PAYM and PAYG) will also go over there and eventually tech support and retention/ collection teams etc. so most if not all of the UK call centres will close down leaving thousands jobless. As youre probably aware Orange is owned by france telecom who have huge debts they need to pay off and orange being a 'huge earner' for them is obviously going to be a target.
Not sure if this will encourage people to leave the network or not but if a customer is unhappy with CS now I cant see how moving the jobs overseas could make things improve. Orange has recently taken on 4 new retentions team at its North Tyneside call centre due to the high numbers of people leaving the network in search of better deals offered by 3 network, so Orange will offer these tariffs to certain customers in a bid to keep them on the network although this depends on customer value etc. Whilst new customers coming to Orange have to make do with promotional tariffs like free evening minutes and evening text bundles, half price line rental, cashback schemes etc. 3 have proved that large amounts of minutes can be done cheaply and in time to come all the networks will follow suit (Ofcom will see to that). Until then customers will just keep paying high prices for a relatively cheap service. On a pay monthly contract the standard price for a text message is 10p, the actual cost to Orange is is a whole lot less leaving them with a tidy profit. Its no wonder France telecom see orange as a money making machine ! |
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22-01-2005, 13:53
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#10 |
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Forum Member
Join Date: Mar 2002
Location: In the future....
Posts: 11,259
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Im really dissapointed to read this
I had the misfortune of having to deal with 3's Indian call center & never again!!! I ditched my insurance company cos they moved most of thier operations to India.Sure moving call centers to India might save money but it will loose them customers & will gain the company a bad reputation for customer service. 3G debts probably are the main concern for France Telecom. More money than sense! |
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