Been with them since 1998 and until autumn last year admittedly never had any major problems. Around early October last things started going wrong. Our 2 Megs connection was hardly going over 1.1 / 1.2 during the day and below 1 Meg during the evenings. I decided that really enough is enough and it would time to move to another ISP so phoned Orange to cancel. As soon as I announced my intentions to rep, I was transferred to another fellow (supervisor?). After dose of usual BS, I was offered "Up to 8 megs" upgrade for free (they were charging £20 at the time) and significant reduction of monthly payment (apparently because I was a "loyal" customer") Like a fool I agreed to stay but I did ask twice if that in any way changes status of my account and I was reassured every stays the same and my contract is not being expended. "Up to 8 megs" turned out to be 2.2 Megs and that didn't last very long either. I thought that enough is enough and this time no offer will make me put with crap from Orange. You can imagine what happened next: lying b****** has extended my contract for another year and their only suggestion they have is to write to head office. I have already been hinted no to bother as this is basically my word against Orange employee. I’m in the process of writing letter...
Let that post to be a warning - do not be persuaded to stay with Orange, no matter what you might be promised...
any suggestions on how I could possible solve this problem will be very much appreciated
Aren't these calls meant to be recorded for training purposes etc - maybe you could ask for a copy of the tape?
Unfortunately I can't offer any other solution, but have had a similar experience this week.
Was 'upgraded' last year and, like others, had been experiencing lots of disconnections etc. Turns out my my line wasn't quite capable of the 8 meg speed - more like 3 meg - so they've now had to slow it back down and, to be fair, it's been a lot more reliable.
Got a call in the week offering to switch me to the Unlimited package, saving a few pounds a month and getting the Livebox etc. Wasn't desperate for it as I've been looking at moving to a new supplier - especially as Sky now accept the MAC code - but thought the free calls aspect (particularly international ones) might be worth a go.
I've also been with Freeserve/Wanadoo/Orange for years, so am not tied in to an ongoing contract. During the course of the conversation, I specifically checked at least twice that this wouldn't mean I was entering into a new 12 month agreement, and was assured that I wasn't.
Surprise surprise, I checked my rarely-used Orange email account a few days later and find a message saying they've "made the changes you asked us to make to your broadband service and renewed your contract for 12 months."
Have now written to them, quoting my conversation with their sales rep and requesting the 'contract' be cancelled under the cooling off period defined under the Consumer Protection Regulations.
Good to know that I'm not the only one who's been told one thing by them only to find they've done something else.
I think this is the final straw that's going to see me get my MAC code and head off to another provider.
Aren't these calls meant to be recorded for training purposes etc - maybe you could ask for a copy of the tape?
It's actually "calls may be recorded for training purposes".
There's no guarantee yours was and even if so there's no easy way of finding out as accounts aren't noted about it.
Have now written to them, quoting my conversation with their sales rep and requesting the 'contract' be cancelled under the cooling off period defined under the Consumer Protection Regulations.
There has been almost one month since I have send letter and still awaiting reply, did phone Orange but there is no record of any letter from me being recieved. If I really get angry (few more days without acceptable internet connection in the evening) I will stop direct debit and see these idiots in court
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