Having had my ADSL cut off for up to 6 hours yesterday and 10 hours today I decded to force a re-connect with a full reset of my router and what do I find? Same speeds through a different connection. Previously all my connections seemed to go through Bradford/keighley but now they look like they are running through somewhere near Oxford.
If I don't receive a call by 2pm tomorrow the complaint escalation starts and will probably end with me going to Sky Broadband or BT, at least until BE rolls out in my area
Having had my ADSL cut off for up to 6 hours yesterday and 10 hours today I decded to force a re-connect with a full reset of my router and what do I find? Same speeds through a different connection. Previously all my connections seemed to go through Bradford/keighley but now they look like they are running through somewhere near Oxford.
If I don't receive a call by 2pm tomorrow the complaint escalation starts and will probably end with me going to Sky Broadband or BT, at least until BE rolls out in my area
The promised call never came so I contacted Tech Support one more time, during the call my Broadband connection dropped again, and I found out that the promised work had not taken place.
In fact it seemed that the referral to the engineers had not even taken place. I was offered an escalation to the next level but this would take 5 working days. It was also admitted that I should not have been promised a callback either as this was not within their standard procedure. After venting my spleen at the call handler and her supervisor I slammed the phone down and rang Customer Services.
I was immediately offered two months free Broadband while the issue was resolved and an escalation to Customer Services, Head Office and this would take 10 working days. When I pointed out that Orange were now obliged to give me a MAC code within 5 days and I could have been a new customer for the second 5 days, the embarassment in the call handler's voice was almost tangible. The poor woman was beside herself with not being able to resolve the issue. She read through the notes again and confirmed that the escalation was now taking place but that it was being made to BT. When I pointed out that the problems only existed since I switched to LLU and as such it was an Orange issue, she looked up issues with LLU. She reeled off a list of 6/7 places around the UK where problems with LLU had been acknowledged by Orange engineers but there was no resolution times set. She then offered a referral to UK based technical services but this would take ***72 hours***.
This was beginning to sound familiar so I got her to summarise what was happening and I now wait for Orange to admit they screwed up the LLU installation at my local exchange before asking for a MAC Code and I move to Sky Broadband or BE
well i had to ring them twice today they charged me the old price,then dc after dc i ended up with the same guy in india i had spoken too before i asked him what was supposed to be fixed for me on wednesday (i was told my problems would be done by then) he said hmmm nothing has been updated so they have not fixed it yet ring back in 48 hours.tonight i do not know about others has been horrendous for slow speeds high gaming pings and lots of dc's looks like i may have to buy my way out or threaten my way out,what a mess.
I called the Leeds number provided by another poster 0113 2982005 and the operator told me that Orange staff had received a communication advising them that the LLU up to 8Mb service was not providing expected speeds to customers all across the country. Their engineers are working to resolve the matter but there is no end date in sight.
I told them I'd had enough and I've cancelled. I have a back up dialup account and I'll use that until the LLU marker is taken off then I'm going with Sky and their up to 16Mb for £10 service. Might be just the same speed as Orange (was supposed to give me) but it's £18per month cheaper.
Joined: 12 Jun 2006Posts: 907Location: Weston-super-Mare, UK
Rogue wrote:
I called the Leeds number provided by another poster 0113 2982005 and the operator told me that Orange staff had received a communication advising them that the LLU up to 8Mb service was not providing expected speeds to customers all across the country. Their engineers are working to resolve the matter but there is no end date in sight.
It has taken them a long time to admit that to their staff.
Perhaps they can tell the Indian call centre.
I've said for a while the contracts were not worth the paper they are written on. But if you are going to leave it is pointless going to another cheap ISP because you will still be in the same boat.
This is just hilarious! Forgive me while I get up off the floor a recover from my fits of laughter...They are just merely stating what we said months ago- Their advertising is complete horsesh!t NO ONE gets even close to 8 meg for a start. As for their engineers working to resolve the problem? I'm afraid thats even more Horsesh!t. Their is no urgency in solving this problem, they merely say that to give the unhappy customer a ray of light and hopefully the said customer will not hassle them for about a few months. If there was an urgency in fixing this problem, one of us here would have experienced it by now.
Merely admitting what we already know Orange does NOT make for a solution.
I called the Leeds number provided by another poster 0113 2982005 and the operator told me that Orange staff had received a communication advising them that the LLU up to 8Mb service was not providing expected speeds to customers all across the country. Their engineers are working to resolve the matter but there is no end date in sight.
It has taken them a long time to admit that to their staff.
Perhaps they can tell the Indian call centre.
I've said for a while the contracts were not worth the paper they are written on. But if you are going to leave it is pointless going to another cheap ISP because you will still be in the same boat.
Keith
The announcement concerning problems across the country was made to the Leeds Customer Action Team on Friday. As for the contract I was never switched from my Wanadoo Unlimited account a dn so for the privilege of paying an extra £8 for the last few months I can walk away wihtin the next 10 working days.
They broke their own contract terms (I was supposed to give 30 days notice) just to get me out of their faces and off their phone. I'm going to Sky which has a very good service level out of my local exchange. If that turns out to be crap, then BE are expected here within a few months. Sky want £10 for an up to 16Mb service (I'll get 5 Mb probably) but at least I'll be Orange free!
This is just hilarious! Forgive me while I get up off the floor a recover from my fits of laughter...They are just merely stating what we said months ago- Their advertising is complete horsesh!t NO ONE gets even close to 8 meg for a start. As for their engineers working to resolve the problem? I'm afraid thats even more Horsesh!t. Their is no urgency in solving this problem, they merely say that to give the unhappy customer a ray of light and hopefully the said customer will not hassle them for about a few months. If there was an urgency in fixing this problem, one of us here would have experienced it by now.
Merely admitting what we already know Orange does NOT make for a solution.
If I wasn't so annoyed about the poor customer service I too would be laughing. I can honestly say that I have never had such poor service from an ISP (and I am an ex BTIntenet customer). This unhappy customer relies on his Broadband to stay in touch with gaming friends across the world and Orange have made this very difficult over the last few weeks, so they can kiss my arse goodbye
I checked with BT Broadband and Sky and both now indicate that Orange LLU has been removed from my line but according to their tests I still have a non standard telephone line which means I cannot have broadband on my line.
In addition it seems that my broadband sign on has been cancelled and my account downgraded to a dialup one. One more step nearer freedom.
Oh I forgot to mention the Sky deal up to 8Mb with a 40 GB monthly usage limit for an extra £5 per month on my Sky bill or I can have up to 16Mb with unlimited (fair use policy applies but I understand the limit is near 75GB per month) for an extra £10 per month on my Sky bill.
So that's a saving of a minimum of £18 per month on my Orange deal - why did I stay so long???
I agree with everything said here....but how many times do we have to keep saying these things....making these points, before the "fruit growers" actually do something about it?
Their service since taking over Wanadoo has been nothing short of shocking, they deserve NO business based on the service i received, their technical support is a joke and they obviously do not have a clue how to solve any of these problems..they even ADMIT they have problems so what chance do their (supposedly) 6 million subscribers have?
if these people have 6 million subscribers i will be EXTREMELY suprised... i recon within the next few months they will have none and they dont deserve any.
Its about time something was done about their false promises.
Crap service crap support crap and Crap company....
Well the account cancellation went as planned and on checking with Orange I was given a date of February 27 as the date for removal of my Orange tag which was 5 days faster than originally advised, but I had been prioritised because of my previous complaints.
This date has come and gone and the line is still tagged as Orange. So on contacting them again (only 34 minutes on the call this time) I was told that someone had made yet another false promise (1st one was an engineers callback) and that I was now being prioritised so that the tag would be removed on March 5th ... magically this is 10 working days after cancellation (which was the original period I was told when enquiring about cancellation)!!! So I had not been prioritised it seems that I had been fobbed off again.
To make matters worse when the call was escalated to a supervisor she was rude and arrogant so I had the call escalated to her manager. He was flustered from the moment he took the call and he could hardly get his words out as he had a bad stammer (probably brought on by nerves from speaking to one of the great unwashed - a customer!!!).
He went to talk to Service provision to get a higher priority on my call and came back with the same magical March 5th. I asked the obvious question, so if I'm a priority case now and will be Orange free within 5 days of this call (taking me to the original 10 day time period) would it have been 10 days from today if I hadn't called or had he in fact done nothing except leave me stewing for an extra 20 minutes???
He was speechless and refused to comment. I then demanded some recompense for all the false promises and was offered £25 for my phone calls which will be credited to my bank account within 15 working days.
I have read previous posters frustrations and have been moved to laughter at the level of bile and hate being spewed in Orange's direction but I have to say it was all entirely justified. I have worked in various service industries for over 25 years and I am astounded at the levels of training, customer service and stupidity of some of those I have had to deal with in my attempts to extricate myself from Orange.
And so to the final chapter in this sorry tale ...
I decided to check on Sky, BT and Orange's own website in the vain hope that the line may have been cleared and guess what ... it had!!! So after being fed a line yesterday by a manager in their Customer Service Unit, offered apologies by their Service Provision department and placated by them paying £25 towards my phone costs, they manage to deliver what I wanted - FREEDOM FROM Orange!
I'm out and I suggest you don't stay long, as it can only get worse. Oh yes my new stats on Sky - up to 16Mb (probably will be 5Mb because of distance from my exchange) download and up to 768Kb upload (3 times the Orange LLU speed) and all for an additional £10 per month on my Sky Bill. £10 not £20, not £27, just £10!!!
Sky equipment arrived yesterday just 3 working days after the order was placed and my activation letter arrived today advising that I will be activated by March 12, that's BY March 12 (and their Helpline confirms it could be earlier, just 9 working days after placing my order.
I'll post stats once I go live. but a friend who is on the same exchange is getting 5.5Mb with crappy internal wiring - my hopes are high!
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