On June 29th Orange attempted to migrate my line to llu. It failed, I have not had an internet connection since.
Orange has been telling me my line would be repaired in two days ever since. I have rung them back every two days and got the same response. First they tell me the system is down so to ring back and when I finally get an operative who is confident enough to deal with my call I wait on hold while they ring someone else and eventually get told to...ring back in two days.
After a lot of dreadful customer service, one supervisor in particular was very rude, Orange offered me two months "free" service (but no refund), even though I was getting no service and had been paying for it anyway!
I complained to ISPA and got two months payments refunded but still no connection.
In early August I decided to cancel. After much negotiation Orange kindly offered to wave the cancellation fee that I no longer had to pay by law! They then negotiated and offered me six months free once they got me back online if I stayed with them. They said they would ring me back in two days with a date when I would be back online. I never heard from them.
The only time you get a decent response is when you send a complaint to ISPA You get a nice letter from someone at Orange promising they will look into it and keep you informed but you can never get hold of that person again!
On August 22nd I decided I would quit. I had to argue my right not to pay a cancellation fee with someone who clearly did not know their policy . I checked there would not be a problem getting their tags off my line, bearing in mind it was faulty, and their cancellation department assured me I would be free of tags in 10 days.
Not so, I am back to square one. No longer a customer of Orange but unable to get any internet until they fix their original error and then wait ten days for the tags to be removed.
Stupidily I believed them when they said there would be no problem and paid an activation fee to Sky for a service I cannot use.
What do Orange say? Ring us back in two days......
Can they really damage phone lines like this and not have to repair them?
Last edited by offline on Wed Sep 05, 2007 8:31 am; edited 1 time in total
Dont bother logging a complaint with regulator etc - it will take forever and get you more stressed.
I would email Eric Abensur. I was offline for 6 weeks with no end in sight being fobbed off with the usual excuses. I then emailed the Eric Abensur with a diary of my experience, head of Orange BB and result in 2 days, released with no penalties to go elsewhere.
Are Orange lying to me about not be able to remove tags until they sucessfully remigrate my line?[/quote]
This is categorically lying.
The tag on your line is the same as any other ISP tagging it - can be removed by them.
Write a complaint to ISPA and OFCOm as they are breaking the rules - they have to remove it withing 10 working days.
DO NOT be persuaded into reinstating with Orange as they will lock you into a new 12 or 18 month contract.
I cannot believe the lies they come out with.
They cannot damage your line, only tag it and it is them who can tremove the tag only.
Tagging isn't quite as simple as you make out cosmic. The vast majority of the time there are no problems and things work fine but there are a few where problems occur in either the provision or deprovision stages. LLU seems a little more problematic for this when it happens but I've seen it happen on IPStream connections too.
Ofcom would be the ones who generally intervene with tagging but it depends exactly what's gone wrong and their involvement may make little difference.
Ofcom would be the ones who generally intervene with tagging but it depends exactly what's gone wrong and their involvement may make little difference.
Well the migration to llu failed over two months ago, they cannot repair it and so they say they cannot remove the tags.
I want to know if this is an actual physical problem or if it is a procedural problem.
One adviser explained that Orange will only process one order at a time and so I must wait for the line repair order to complete before the the remove tags order.
Elhana I do appreciate there are problems and that some tag removals are problematic.
Now these questions aren't aimed at yourself, they are rhetorical.
Surely a company that has tagged a line and messed up the connection has the responsibility of removing and clearing the line.
By involving OFCOM and ISPA it means Orange cannot palm them off with the usual excuses they patronise custmores with like 'ring back in 2 days'.
They will have to give them a reason which in turn can be passed onto Offline so he/she knows what exactly is holding the removal of tags up.
Orange usually remove tags in 10 working days and never fix faults as a general rule so if the tag removal is held up by the fault fixing process then you can wait forever.
No company has the right to mess someone around like that.
Surely a company that has tagged a line and messed up the connection has the responsibility of removing and clearing the line.
That depends on what and how it's gone wrong.
offline wrote:
I want to know if this is an actual physical problem or if it is a procedural problem.
It could be either and it's hard to tell. The system usually doesn't provide anymore details than that there's been a problem and maybe some basic message that there has been one.
By involving OFCOM and ISPA it means Orange cannot palm them off with the usual excuses they patronise custmores with like 'ring back in 2 days'.
They will have to give them a reason which in turn can be passed onto Offline so he/she knows what exactly is holding the removal of tags up.
Orange usually remove tags in 10 working days and never fix faults as a general rule so if the tag removal is held up by the fault fixing process then you can wait forever.
No company has the right to mess someone around like that.
Andy
After my third ISPA complaint Orange decided they didn't need to fix the fault on my line first at all, apparently the tags will be off my line in less than a week. We shall see...
So Orange have 'decided' they didn't need to fix the fault to remove the tags!
I joined this site a year ago, after my nightmare with them, and it amazes me how low Orange go to desperately retain customers.
So their original comment of 'we can't remove your tags, you will have to re-join us' was clearly bull as the recent one totally contradicts it.
I really hope you get the tag removed in the week that they have given you.
Straight back to OFFCOM after 7 days if you don't is my advice to keep on top of Orange.
People shouldn't have to be going through hell and involving OFFCOM & ISPA to get Orange to stop lying to them like this.
I only escaped Orange as I found this site and it revealed some shocking truths amongst all the verbal diarrhea given to me by Orange.
I hope the more people that do log complaints the more ISPA & OFFCOM will realise that Orange are literally lying through their teeth and ripping people off big time.
At least as customers we share and support each other with this fantastic site and the always very helpful Elhana.
AFAIK LLU provisions/migrations aren't just left alone if they go wrong, they continue to sort it out so it may be that they just fixed whatever problem occured originally so it can now be migrated/closed as normal.
AFAIK LLU provisions/migrations aren't just left alone if they go wrong, they continue to sort it out so it may be that they just fixed whatever problem occured originally so it can now be migrated/closed as normal.
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and when I finally get an operative who is confident enough to deal with my call I wait on hold while they ring someone else and eventually get told to...ring back in two days.
