thought i'd post up a copy of the letter i've just mailed to Orange... any opinions are much appreciated! i've taken my name and details out tho!
Dear Sir / Madam
firstly my name is _______ and the phone line that i have an Orange Broadband package with is 00000 00000.
Recently we have been experiencing a fault on the line which has resulted in us being unable to access the internet for over Three weeks.
After numerous calls to technical support and two visits from BT/Openreach engineers the issue has now been resolved by the engineer changing a portion of cable at the property which was causing a poor line and causing my connection to not be as strong as it could have been. I was then told by the engineer that we may be able to get a faster speed from the 576kbps download that we had been experiencing for the last 8 months, however after the engineer performing some diagnostics tests the engineer informed me that the line has been capped at 576kbps by Orange.
I then contacted Orange Technical Support which resulted in a 25 minute phone call only to be told that i would need to call Customer Services to have any cap on my line lifted.
After 35 minutes on the phone to Customer Services and being placed on hold numerous times i was told that the line had been capped as i was a ‘Super User’ as i had downloaded over 40GB of data in one month and that i should have had a letter explaining this to me (i have recieved no such letter). After some brief calculations in my head i told the customer services employee that i could not possibly have downloaded that much data in a month as my connection had only ever been 576kbps. The customer service employee told me that i must have had a faster line at some point and that would have enabled me to download that much data in a month, i told the customer service employee that the fault on the cable on my line has been that way since i’ve had the livebox service and that there would be no way i could have downloaded that much data, at this point i was told to write to this address to dispute my line being capped.
I would also like to add that I'm only at the office for a maximum of 138 hours a month at the very most. i have attached a print out from a download calculater based on downloading a 40GB file on a 576kbps connection to prove that i could not have broken the download limit of 40GB.
i await your response and as a long time Orange customer i hope i get satisfaction or i will be cancelling my contract as soon as the contract period os over.
what a wonderful person you are! thanks for that! i'm so angry at them. i did ask them if they could send me some records of my downloads and they said they couldnt do that!
thank you for the email address. im sending one right now!
if it shows them to be the liars i know they are then it'll definately be worth it.
its just the blatant disregard for the customers that really gets to me. do they think we are total mugs?
And what if everyone that was listed as a superuser disputed it in the same way? Should they just let everyone off who says they didn't purely on their word?
Also the 1/2 meg cap should only be in place between 6pm - midnight from what I've read. There is no authority to remove the cap amoungst 1st and 2nd line support AFAIK, I'm dubious that 3rd line would have it either.
i think anyone who believes they have been treated unfairly should dispute the fact that they are a 'super user'. i understand that i have only 'my word' for the fact that im not a super user but also look at there terms and conditions on the fair usage policy.
* Am I likely to be affected by the Fair Use Policy?
If you don't use file sharing software or download large files from the Internet it's unlikely you'll ever be affected by this policy. If you do, all we ask is that you do so considerately, perhaps by downloading outside the peak hours of 6pm to 11pm.
What will happen if my use is very high?
If you only occasionally have very high usage, we're unlikely to be concerned unless it becomes a regular occurrence. If this does happen then we'll get in touch to help you find ways to reduce your usage.
If your usage continues to be very high, we'll get in touch again. Ultimately, if your usage still remains excessive despite our attempts to help you reduce it, we may have to suspend your service and possibly close your account. *
firstly i never use the internet or even have my pc switched on during the hours of 18.00 to 08.00 and i dont use file sharing software so that means i havent infringed either of those rules. they have never contacted me to ask me to reduce my usage at all which means they have broken there own terms and conditions.
i think whats happened is that when i upgraded to the livebox with unlimited downloads that the line was never uncapped from the previous package and rather than admit they've been ripping me off for the past 8 months they make up these lies that im a super user!
* Am I likely to be affected by the Fair Use Policy?
If you don't use file sharing software or download large files from the Internet it's unlikely you'll ever be affected by this policy. If you do, all we ask is that you do so considerately, perhaps by downloading outside the peak hours of 6pm to 11pm.
What will happen if my use is very high?
If you only occasionally have very high usage, we're unlikely to be concerned unless it becomes a regular occurrence. If this does happen then we'll get in touch to help you find ways to reduce your usage.
If your usage continues to be very high, we'll get in touch again. Ultimately, if your usage still remains excessive despite our attempts to help you reduce it, we may have to suspend your service and possibly close your account. *
alexc40 wrote:
firstly i never use the internet or even have my pc switched on during the hours of 18.00 to 08.00 and i dont use file sharing software so that means i havent infringed either of those rules.
Problem with that is that part aren't "rules", they're more like requests. You'll notice they only really specify high usage as having a consequence.
Quote:
they have never contacted me to ask me to reduce my usage at all which means they have broken there own terms and conditions.
Which you can argue with them however that alone won't get you out of the 1/2 meg superuser cap.
Quote:
i think whats happened is that when i upgraded to the livebox with unlimited downloads that the line was never uncapped from the previous package and rather than admit they've been ripping me off for the past 8 months they make up these lies that im a super user!
It's certainly possible the upgrade failed and so the line was left at 1/2 meg they wouldn't claim you're a superuser to cover it as thats done by a completely seperate department.
just wanted to show the progression on this thread.
sent a letter to Orange and received a phone call from customer services yesterday. the lady from Orange asked me to explain a bit more of what i'd been told about being a super user which i did.
the customer services lady told me she had gone all through my notes and could find no record of me being a super user at all!
she tried to check my speed but when she enters my number on the speed check website it just comes back with an error.... i already knew this as i had tried it myself!
with regard to my speed issue its been escalated so i should get another phone call when they know some more.
the other things she told me were that if you had been capped on speed its only from 6pm to 11pm and its capped at 512kbps.
im so glad i didnt just roll over and take this one and i encourage everyone that feels they have been fobbed off or lied to by Orange to persist with their complaints.
Can anyone ring Orange and ask if they've been capped, do they have to tell you? When I test my "up to 8mb" line I always get 3.5mb only once did I get anything above this at 8.7mb, other tests show silly speeds, one's saying 11mb, but most say 3.5mb,
Is this because I'm capped or is it the best Orange can do?
I have also been capped to 512 kbps but never had a faster speed becasue they told me thats the best i can get. So I thought THEY ARE LIARS LIARS LIARS I also have 12 months free for not taking it further but oh yes i am taking it to the highest point i can ISPA and OFCOM and Watchdog and why am i doing this becasue they liared to me for 1 year!
ORANGE BB, I HOPE YOUR READING THIS MESSAGE!!!!!!!!!!!!!!!!!!!!!!
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