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[#1]

For four days, I have been messed around by Orange Customer Service and their techniciasn.  Today, their technician turned up but did not get out of his car.  He rang me and I was around the back of our house.  Had he got out of his car he would have seen my note advising him that i was around the back of the house.  As i don't speak French and he didn't speak English, i asked him repeatedly on the phone where are you.  He said the house.  I went around the front of the house and there he was in his van thinking that no one was home.  I asked him again and again why haven't you got out of your car.  I've been waiting for 4 days.  He then drove off.  He told his supervisor that I was being rude to him to justify him driving off.  However, I had my friend who speaks French call him and he said i don't speak English and i can't help her.  My friends said to him, you didn't even ask her what the problem was.  He told his supervisors that I was being rude and was swearing at him.  For someone who doesn't speak English, how does he know what I was saying?  I wasn't swearing at him at all.

When customer service rang me back they said we believe him and i found that incredibly insulting, as i believe the technician didn't want to deal with someone who speaks English.  That is discriminative and lazy on the technician's part.  Had he asked me I could have literally pointed to the cable which would have been self explanatory that there is not cable running into the house.  Obviously no fibre optic line.

Customer service continues to think that our issue is the modem.  I don't know how many times i have tried to explain to them it's not the modem.  We had a storm 6 months ago and the fibre cable came down in the storm. 

The cable detached from our house and snapped. We do not have a fibre optic line coming into the house.  We have been paying our bills for 6 months and we have not had working fibre or internet for 6 months.  That's unfair. 

Orange needs to get their act together and get someone out to us asap before we decide to cancel our accounts and advise others to do the same and go with Star Link who seem to be much better at customer service.  

[#2]

Good evening @DuffmanA, 

I have just read your message in which you indicate that you have been faced with the interruption of your services for more than 6 months. 

🙏 First of all, on behalf of Orange, I apologize for the experience you had. 

📂 In order to access your file, can you provide me with your contact details (last name/first name; your telephone line number; your postal address and your mobile number) please ?

👉 All, by private message, by clicking on the following button :

Bonsoir @DuffmanA,

Je viens de prendre connaissance de votre message dans lequel vous signalez être confronté à l'interruption de vos services depuis plus de 6 mois.

🙏 Tout d'abord, au nom d'Orange, je vous présente toutes mes excuses pour l'expérience vécue.

📂 Afin d'accéder à votre dossier, pouvez-vous me communiquer vos coordonnées (nom/prénom; votre numéro de ligne téléphonique; votre adresse postale ainsi que votre numéro de mobile) s'il vous plaît ?

👉 Le tout, par message privé, en cliquant sur le bouton suivant :

Looking forward to your return, I wish you a good rest of the day.

Dans l'attente de votre retour, je vous souhaite une bonne fin de journée.

Julie

[#3]

Hello @DuffmanA,

I confirm that I have read your private message in which you sent me your contact details.

💡 You are on a 100% digital channel, I cannot satisfy your request for a telephone call back, I am sorry. 

✔ A follow-up was made to the technical service so that we could obtain information regarding the intervention. 

You did well to contact us, we will support you until all of your services are restored. 

🤝 As soon as new information is brought to our attention, we will get back to you. 

In the meantime, I wish you a good day and remain available.

Bonjour @DuffmanA,

Je vous confirme avoir pris connaissance de votre message privé dans lequel vous m'avez transmis vos coordonnées.

💡 Vous êtes sur un canal 100% digital, je ne peux satisfaire votre demande de rappel téléphonique, j'en suis navrée.

✔ Une relance a été faite auprès du service technique pour que nous obtenions des éléments autour de l'intervention.

Vous avez bien fait de nous contacter, nous allons vous accompagner jusqu'au rétablissement de l'ensemble de vos services.

🤝 Dès que de nouvelles informations sont portées à notre connaissance, nous reviendrons vers vous.

Dans l'attente, je vous souhaite une bonne journée et reste disponible.

Julie

[#4]

Hello.

i'm sorry for your misadventures we forgot that orange was originally British.

Kind regards

Bonjour.

Je suis désolé pour vos mésaventures, on a oublié que orange était Britannique à l'origine.

Cordialement.

[#5]

@DuffmanA,

I would like to come back to you as part of your troubleshooting. 

📅🔧 Following the reminder, the technical service informs us that the intervention is planned for this afternoon between 1 p.m. and 7 p.m. 

Are you informed of this? 

Looking forward to your return, I wish you a good day again.

Je me permets de revenir vers vous dans le cadre de votre dépannage.

📅🔧 Suite à la relance faite, le service technique nous informe que l'intervention est prévue pour cet après-midi entre 13h et 19h.

En êtes-vous informé ?

Dans l'attente de votre retour, je vous souhaite à nouveau une bonne journée.

Julie

[#6]

Hi Julie,

No one informed us of the appointment.  We called the English line this morning and was told then.  

It is 18.53h and no one has shown up.  Can you imagine how frustrating this is when no one comes to do the work?

We want compensation for your technicians and Orange for messing us around.  Five days straight! Not only that, we want compensation for all the internet we have not received over the past 6 months.  

Natalie

[#7]

Hello @DuffmanA 

Our partner tells us that he contacted you on Saturday morning. I'm sorry if that wasn't the case.
I contacted technical services again.

Regarding compensation, we will not fail to do what is necessary upon return of your services.

Bonjour @DuffmanA 

Notre partenaire nous indique vous avoir contacté samedi matin.

Je suis navré si cela n'a pas été le cas.

J'ai repris contact avec les services techniques.

Concernant le dédommagement, nous ne manquerons pas de faire le nécessaire dès le retour de vos services.

[#8]

No one called us on Saturday.  Whoever has told you this is lying!

[#9]

@DuffmanA 


Nous attendons toujours la réponse des services techniques après le message de @Max_C ce matin.

Je suis désolé que vous n'ayez pas reçu l'appel mentionné par notre partenaire. 

Nous sommes disponibles et suivons toujours la situation.

Bonne journée ☀

Math

We are still waiting for the technical services' answer after @Max_C's message this morning.

I am sorry that you did not get the call mentionned by our partner.

We are available and still monitoring the situation.

Good day ☀

Math

[#10]

I am completely sick of this. Your customer service has not been helpful and continue to speak to me in French when i have asked that you speak to me in English. Your customer service person continue to speak over the top of me in French when i was trying to translate on my phone. I politely asked her several times to be quiet so i could explain the situation which was being translated into French using my phone. She refused and kept speaking over the top of me. I did not swear at her, i politely asked her to be quiet so that she could hear what the translator on my phone was saying. I am not interested in speaking to anyone further by telephone. All communication is to be done by sms. Just make the appointment for 5 April 2024. End of story