Orange’s broadband service has been restored
Broadband services have been restored to all Orange customers after a full outage on Thursday, reported Orange.
Orange said that another incident whereby customers were unable to get access to their emails on the Blackberry phones had been solved as well. They said that this problem was due to some ‘vandalism’ of critical cables’
Orange have not mentioned as to the reason for the problems for their broadband customers, but they said that they had taken care of the problem soon after it was identified.
However, a BBC News website reader, Kieran Casey, said that he had noticed the problem at 0900 BST on Thursday. At about 1400 BST, he mentioned of a conversation with Orange, who said that the repairs would take ‘another few hours’.
Mr Casey said that, considering the size of Orange, the fact that they had this problem for such a long time was quite unbelievable and ridiculous. Orange Broadband, which ran under the name Wanadoo previously, has a customer base of nearly 1 million in the fixed broadband sector in the country.
The firm, with over 15 million mobile customers, had made a recent announcement saying that they would merge their UK mobile operations with T-Mobile.
A spokesperson for Orange said that they were aware of Blackberry customers experiencing problems in accessing their emails. The spokesperson also said that they were aware that it was due to a vandalism of the cabling infrastructure which had been supplied to them by a third party provider in Heathrow, London.
In another incident, said the spokesperson, some broadband customers may have had a problem accessing the internet. They said that they were able to confirm the solving of this problem and that full service had been resumed for all their broadband customers.
Source - BBC News
Paul Tollet
Vice President of Orange Business UK
The service provided by Orange Broadband in the UK has come under fire for its shoddy customer service as well as unreliable and unsecured networks. An online forum for consumers has been organized called OrangeProblems which discusses the many service shortfalls and poor customer service once you start complaining about their networks.
Paul Tollet, the company’s VP for Orange Business, has been the man at the center stage standing as Orange’s apologist and defender. Over the last months since strong criticism came to the attention of Orange management, Paul Tollet gave his best shot to correct the perception. It looks like it paid off.
Award for Customer Satisfaction
An independent customer satisfaction survey recently conducted claims that Orange has improved its broadband service on the whole. The independent market researcher YouGov made the survey which revealed that Orange did improve its ratings in the customer satisfaction area as well as network reliability and reach citing “its ability to deliver a continuous mobile broadband connection” as most welcome to its subscribers.
From what can be gathered from the in depth report on the survey commissioned by the independent marketing research and consulting company YouGov, Orange has apparently achieved the number one ranking in customer experience in the mobile broadband market.
Paul Tollet is brimming with delight, saying: “Being awarded the best mobile broadband network by our customers across the UK is a real honour. We have taken significant measures to improve the quality of our network for both voice and data, and are so glad that our customers are really starting to see the benefit,”
The company’s efforts at improving its operations in the delivery and customer service departments have resulted in the positive survey results. Add to that, the VP for Orange Business in the UK has this parting statement.: “Orange is not only committed to improving our overall network coverage but we also go that extra bit further and develop the right tariffs, services and devices so everyone can get the benefit of mobile broadband wherever they are, whenever they want and at the right price.”
