Hi everyone,
I've been on Orange since they were Freeserve and there hasn't been a time when the service was good and I've had no problems. There has always been something wrong.
My USB modem disconnected me every few minutes, so I foolishly decided instead of switching ISPs I'd try out the Livebox package. New Livebox, new 12 month contract, same problems. I constantly being disconnected, except for hours at a time. The internet is down more than it is up.
I still have 80% of my contract left to serve, and as you probably know, Technical Support and Customer Support are rubbish. Customer support always fob me off to Technical Support. After I decipher what they are speaking to me about, they cannot solve any problems and I always get a 'line check soon' excuse.
So what can I do? Anyone have any tips on what to say when I phone them? I heard ISPA will only act when I have gone through Oranges complaints procedure, but can I get them involved now?
Thanks so much for any help, I don;t have a clue what I can try to say to get through to them.
_________________ If I dont post for a while, you can safely blame Orange.
like i'm going to do.....pay your disconnection fee (remaining months to pay) and ask your MAC code to change ISP.
I know very sad, but i am in the same situation
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Quote:
So what can I do? Anyone have any tips on what to say when I phone them? I heard ISPA will only act when I have gone through Oranges complaints procedure, but can I get them involved now?
If i was you i would log a complaint with the ISPA now im sure they must be inundated with complaints about Orange at the moment they got me my MAC off Orange a while back i never went through Orange complaint procedures it was pointless even trying with these people.
Hope you get it sorted Good Luck
_________________ ex Freeserve/Wanadoo/Orange Blog
Jonno: Read some of my previous posts for a full (and dull but informative) rundown of my Orange dilemma.
In short if your service has been compromised or running badly/not at all, you are under the trade descriptions act entitled to some compensation, specifically contract fee waved.Regardless of what crap they fill you with about "you need one months technical notes supporting your case.", if I were you, and this is what I did. Write to customer service and explain why you find it unacceptable and you are not obliged to pay any outstanding fees as under trade descriptions as they have breached THEIR contract, not the other way.
1.Cancel your direct debit and request the MAC code immediately. Or visa versa.
2.Report them to OFCOM - its the ONLY thing that worked for me in the end. ISPA have passed the buck on joint mobile/BB contracts. Ofcom say they dont deal with individual complaints but take into account volume relating to one company: this case Orange.They helped me individually, indirectly.
Your letter combined with Ofcom on the case will get results. Why the hell should YOU be penalised for THEIR f**** up?
Good luck: Its taken me five weeks to extracate myself from them.
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like i'm going to do.....pay your disconnection fee (remaining months to pay) and ask your 
