Apologies if this has been covered elsewhere on the site...
Back in Feb I signed up for the £30pm Orange mobile phone in order to take advantage of the £5pm unlimited Orange Broadband offer. I have been waiting since 21 Mar 07 for the Livebox equipment to be delivered. I am still waiting. Everytime I phone the Orange "Customer Service" number, I have to explain the situation again and am told that the order has not been processed and will have to wait another "5-10 days" for delivery and connection. I had the misfortune to speak to the Escalations Dept on Fri who were as helpful as a chocolate fireguard & ended up cutting me off...I keep getting passed from pillar to post and no-one wants to put me back through to Escalations. I have written to Customer Services but don't hold out much hope of assistance there. I'm getting to the end of my tether Does anyone know whether I can legally cancel the mobile phone contract (returning the phone) without paying any extra. I've got no confidence left in the Orange Call Centre...I just want Broadband!
Potentially if there's some sort of delay in the line being ordered then that would prevent the equipment being sent out. You'd need to talk to them, escalations may be the better option if it's something like this causing the problem.
Did they mention the status of the line at all, if it's been activated, equipment tried to be sent before etc?
To get through to escalations just demand to complain if they can't clearly tell you why it's taking so long and why none of the other people you've spoken to have been able to fix it. Don't like the answer then demand to be put through to them. Sounds like something's definitely wrong as it shouldn't take 2 months!
Well, I'm still without Broadband. I have had my complaint escalated another 2 times since I spoke to them on 27 Apr 07. Yesterday, I managed to speak to a "Senior Supervisor" at Escalation who promised that I would have the equipment by the end of the week but I'm not holding my breath.
There is no problem with the Line. The problem appears to be with Billing not being processed but I can't get Escalations to do anything constructive. All I get from them is that they have 5 working days to process the complaint. When I phone back after 5 days, I have to go through everything again. The complaint is again escalated and I'm now officially fed up.
I have complained to ISPA today and hope to hear from Orange...
That explains things a little more. The account not being activated for billing will prevent any items of equipment being sent out. Probably it needs to be sent off to CAT or FSD to be sorted out which is why they keep giving that timeframe.
Sorry, what's CAT or FSD? I'm frustrated that they are taking so long to sort out the problem. The fact that every time I phone I have to go through the whole saga again doesn't help. The story keeps changing - the equipment has been despatched on {insert date}, you should have the equipment in 5-10 working days, your complaint has been passed through to Escalations etc. I just seem to be going round in circles & getting absolutely nowhere.
CAT and FSD are just higher level departments that deal with issues such as this. I believe it's CAT's domain to get this fixed but can't remember for sure.
I don't know whether it's a coincidence but after I e-mailed ISPA with the details of my complaint - at last things seem to be moving
Yesterday (17 May 07), I eventually received a copy of Orange's reply to my original complaint letter (dated 9 May 07) which stated that the original order (21 Mar 07) had been cancelled due to a system error. They stated that the account would be activated on 12 May 07 and I would receive the equipment 3-5 days after that.
After contacting Mobile billing and getting no joy, I phoned Broadband and managed to get through to Broadband billing (no idea how that happened!), they confirmed that an order for the Livebox had been issued to Netlink!!! Netlink have confirmed that they have received the order and we should have the equipment on Monday!
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Does anyone know whether I can legally cancel the mobile phone contract (returning the phone) without paying any extra. I've got no confidence left in the 
I have had my complaint escalated another 2 times since I spoke to them on 27 Apr 07. Yesterday, I managed to speak to a "Senior Supervisor" at Escalation who promised that I would have the equipment by the end of the week but I'm not holding my breath.
