I will try not to bore you will all the details, but I've been with Orange since Dixons were handing out CDs for Freeserve Dial up.
I had been stuck on 608Kpbs since I can recall (previously paying Wanadoo £27.99). Anyway, last year, I managed to get the BB Max package for £17.99 because I rang and complained about the price (I was out of contract). Since then, I managed to bring that down to £9.99 (after agreeing to a 6 month tie-in).
I have been complaining to Orange about the speed (or lack of it) since April. You get the usual "this is the fastest speed available on your line...blah blah blah". I also wrote a letter to the head office complaining about their "Customer Service" - or lack of it Anyway, I decided to escalate the issue to ISPA in May and then again in June.
The first time round I was promised a resolution by Orange (Customer Action Team) but nothing changed. I then complained to Orange Tech Support by e-mail and also sent the e-mail to Eric Abensur (see other posts), following this up with another ISPA complaint. This time, I got a letter from the Orange Action Team stating that they were sorry they had not resolved the problem in a timely manner etc. and they would give me 3 months free broadband as a result. They also wanted to arrange a "Technical Callback". I wasn't very optimistic, but decided to go with this. I stated that I only wanted a callback from the UK call center. I have since been called 3 times from the UK call centers telling me that a fault was found and was being dealt with. On Tues night, I noticed by connection was 6.1Mbps (5meg according to ZDNet Speedtest anyway). I took the hard option, as the easier one would have been to leave a few months back and join Be. Hopefully, I won't regret sticking with Orange. I just hope I never have to ring "Tech Support - is the light flashing on your Livebox?" again!!
Hope this helps someone else stuck on 608Kbps! Sorry if some of the info is available in other posts....
Btw...I forgot to mention, when I was put on the 6 month retention package of £9.99, the agent...erm....forget to mention(!) that 1) I would now be charged for daytime VOIP calls and 2) that I now had a download limit of 2GB. Obviously I complained (in writing) and if he had mentioned it, I would have not agreed to the contract. Anyway, the Orange CS response was that I could "upgrade" to BB Anytime and pay them 19.99 a month. Erm.."Thanks but isn't that the same package I was on for 17.99 a few weeks ago?!" Cheeky Bustards!
[..Something to be aware of for those out of contract who are offered this 9.99 up-to 8Mb package...]
Same thing happened to me, two official compaints and my speed went from 608 to 6.1Mb/sec in 4 days. If you don't complain to the ISPA you get ignored
Shaun
If you would like to discuss any points further, please contact any member of our Customer Action Team on 0845 070 2976 (Mon-Fri, 8am - 5.30pm). They have all the information and tools to be able to further assist with your query.
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Anyway, I decided to escalate the issue to ISPA in May and then again in June.
