In April I signed up for broadband 7 months after my mobile contract started - Orange kept telling me I could not get BB ? ( having a year with BT then AOL then BT - what crap )
After my persistance with BT about a line error they said NOW it was because I had the Light User Scheme ( I went on as I couldnt get BB and I dont use the landline - its for BB ), why didnt Orange tell me this ??
So off I pop onto BT basic and Orange - BB order placed, email welcoming me & another saying Direct Debit active came on same day as order, next day confirmation I can sign in to my account online.
Two days later an email comes saying my D/D details cannot be processed
Orange soon called to offer me free a months free trial - I respond it ordered already, quick check and no order ? hhhmmmm
Guy takes my details and says before my billing date call and be converted to the 5 pound mobile deal and ~I will get the first month free with no commitment, & if I dont like it well cancel - ok no problem
Activation date comes & goes, no BB although I have an email from Orange saying im active !!
fruitless calls & calls later I get nowhere, I'm passed my billing date and charged 5 pound late payment fee - but no broadband & cant change to 5 pound package as account is not active I'm being billed 14.99 a month even for my first FREE month so I get direct debit cancelled
Problem with order is I have two Orange flags on my line ( BT tell me thats not even possible ! but Orange managed it !! ) - two orders both processed, two different usernames and I have to wait while problem sorted with BT, I ensure the account username I want on B/B is the one activated, promised a credit & closure to other account and a months free trial from what will be my new LIVE activation then later transfer over to 5 pound converged mobile unlimited deal or leave, reset up monthly payments
Activation - YIPPIE !!! 6.5 - 7.5 MBPS - dont ya love IP Stream
guess what though ? yes wrong account was used for B/B, my dial up account is sitting obselete somewhere in BT waiting for his express that will never come
billed incorrectly again, cancel D/D again, told by customer ( f'in ) care 5 pound deal is applied and apologise, credit to my account to cover wrong billing
MY ARSE ! 6 weeks+ on from my order, another bill - UNLIMITED @ 19.99 not 5 pound...gggggggggggrrrrrrrrrrrrrr
billing is all wrong and I cancel D/D and tell them only when they bill me correctly will I reinstate the D/D
Responce : thet downgrade me to 14.99 broadband starter at 2MB connection !!!
I go nuts they regrade me to my 8MB, and guess what ? 2MB cap on it a week later they are billing me at 19.99 !
I cancel D/D and get a 5 pound charge again for the privledge of thier billling issues
I go to cancel my Orange mobile 11 months in due to a change of T&C they try and keep me with a good retention deal, I explain the BB issues - guy really helpfully gives me contact number for head office saying sort it there & we will honour the retention offer if you can sort broadband
Exec office - Fabulous team, 4 months of hell, they clear my arrears including some little amount I was due for livebox calls & the 20 pound of monthly charges are wiped off my account, they get me on my 5 pound a month 8 MB deal, YIPPIE !!!
Now I assume " like an idiot " my speed will go back up to my 6.5-7.5 MBPS
nope line fault checks in August reveal nothing - its not there end im on 8MB service and im not capped ( India )
ah ok there is an error - im capped at 2MB from Starter although im paying 8MB, it will be sorted im assured
I'm out of the country till mid October, but billing is correct at 5 pounds
( thankyou EXEC office ! thankyou !!! )
OCT my speeds are never over 1MB & second line is off more than 50% of the time - lodge a complaint again & again
" everythings fine your on our 8MB service ", " must be Livebox, we'll do a reset " bla bla bla you all know the deal.......
im not capped then Orange ? BT Wholesale your sevice provider are lying to me then ? it not Orange's LIES........
So I'm paying 5 pounds for a service I could have had all this time for free, my line doesnt support more than 2MB ( even when they have records of my 6.5-7.5 speed from April/May ), India's system refuses to upgrade me from 2MB but im not capped anyway ( PMSL ) - it cant be done my " line only supports 2MB " less than 800m from my exchange - *cough* BULLSH%T !
Complaint vocally went into Exec again recently, a nice young person called me back from BB, I say nice but was rather not on the ball, had no intrest in my speed issue ( didnt even address it ! ) & more Livebox 2nd line support - I made it politely clear I want my speed issue investigated & resolved, says they will call me back - no timeframe even when I asked.......
Ironically enough my CAP that does not exist jumped from 2MB upto 3MB between the short time between the Exec office & BB calling me, but that cant be the case can it BB...thats just a coincidence
Starter package on Unlimited, only stater I have had with BB direct is a bloody non starter, every BLOODY time !
Thanks to Exec office again for my help months ago & again recently - I have the queerist feeling I will be calling you back soon...I feel sorry for you Exec guys dealing with outsourced absolute muppets that represent you & your BRAND
Life and work is hard enough without twats like them making your work
harder
EDIT : Im buggered for Orange TV if ADSL customers get it, it needs 2-2.5MBPS ( if like my dial-up account waiting at BT's exchange for the express - it ever comes )
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