Orange unitemised bills
One of my jobs is keeping an eye on billmonitor as it scans and analyses our users’ bills. I have a dashboard with graphs showing green for successful cases, blue for people with account problems, and various shades of red for problems that need fixing at our end. The bands of colour are stacked like a layer cake. If all is going well I can glance at the screen and see mostly green with a thin layer of blue icing on top. Today I came in to discover Orange’s chart was mostly blue. Strange!
The first thing to do is see what billmonitor thinks is wrong with these accounts. In this case it reported ONLY_PDFS, which is a code we use for a problem specific to Orange accounts: by default your online bills are summaries in PDF format, not the itemised bills we need (which they call ‘e-bills’). If you are one of our Orange customers, you will be familiar with this problem—and may have had to jump through a few hoops to get e-bills activated.
We don’t normally see an account switch from having e-bills to having only PDFs, let alone for 60% of accounts all at once, so to check we can look at what billmonitor sees when it visits the account. Here’s an example of what billmonitor found:
This confirms that the December and November are without e-bills. What’s more, the headline now says ‘hello customer’ rather than ‘hello Sam’ or ‘hello Max’ or whatever. In other words, it looks as though the Orange billing site has forgotten all its user customisation.
This is a problem for us because we can‘t fix it—billmonitor can’t make changes to your account settings (nor would you want it to). All billmonitor can do is send its usual email message asking this user to call customer services and enable e-bills. Not much fun for them, but there it is.
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