Ok I will take a deep breath before I start as Orange Broadband are slowly sending me insane !!! Any advice on how I could solve the problem would be appreciated...........
On the 11th December my internet connection stopped working (after 4 years), I called Orange customer service who told me it was a technical fault and to call the technical help line at 50p per minute. This I did which resulted in them advising that they would carry out a line test which would take 5 days. Fine, I heard nothing so called them again. They said that they could not find anything and to call customer service who told me they could not find anything and to call technical support. In a nut shell this has go on and on for the past 8 weeks with them advising it is a fault at their end and they have to carry out line tests. All the time I have the same error message of 0720 on my PC which no one can tell me what this means.
So after 40 phone calls and nearly £60 in phone charges I am still no better off. Oh and I worked out that in total I have spent 3 1/2 hours on the phone !! Last nite they told me that the line test had found a fault so they have to carry out another line test and would contact me in 24 hours (two hours left and still no contact). After all these calls I have only had one call back from Orange and one text.
Not to mention that a number of the operatives have been rude, including one hanging up the phone on me last nite. I have not become irate or aggressive on the phone, infact I am a Customer Service Team Leader so understand how to get my complaint across. I can say this is the worst Customer Service I have ever received.
I have asked to cancel my contract but they advised me there would be a cancelation fee. One advisor kindly pointed out that the broadband is free on my contract so why am I so worried ??? Also, I am not sure if I cancel would the same problem happen with a provider ?
Excuses given are the transfer of lines and providers from BT to SLU ? Also that I have two names on my account - my ex partner who moved out 3 years ago. .......... I had to send my bank/phone bill details to change this.....
Am currently in the process of logging in to every known forum on the web for advice - somebody help !!!
Compensation so far is a £20 refund on my bill, if I wish to claim more I have to write a letter and send my phone bill. More inconveniece. Thank you Orange.
I have been without my Orange Broadband since 4th Jan, I have now sent a lettter asking customer service to contact me and tell me if they can fix my broadband or not? if not then please raise a MAC code and let me claim my costs back?
and this is what they have returned to me via email
Hello Richard,
Thank you for your email.
We regret the inconvenience caused.
We have arranged a call back for you and will receive at earliest.
We have sent a request to generate MAC (migration authorisation code)
and it will take five working days.
We advise you to contact our Broadband Customer Support Team on 0844 873
8586 select IVR options 1 and 4 (calls charged at 5p per minute flat
rate,7am to 11pm, 7 days a week) for any refund query.
If you have any further queries then please do not hesitate to get in
contact with us again.
Kind Regards,
Manish
Broadband Support
REF:WOOBB
Broadband Support: 0870 010 2462, lines are open 24 hours a day, seven
days a week (calls charged at national rate)
I am amazed/shocked - does this mean they arent even bothered about fixing my broadband - I have been with Freeserve/Wanandoo/orange for years? I have two mobiles and a broadband (was even considering moving BT phone to them...)
I have rang Orange support around 30 times...over last month at 10p per minute?
wow
I have jsut emailed details to BBC watchdog? might be worth anyone else sending in similar experiences? I am also talking to my Which Legal Advisor.....
Yes I have had this problem since the 11th Dec, still no help. Can anyone tell me what a MAC code is and how it works ???
A MAC code allows you to move to a new ISP with the minimum time disconnected.....sometimes only a matter of a couple of hours. Your current ISP issues a MAC and you give this to your new ISP. It's valid for 30 days so you don't need to rush into a decision re.the new ISP
If you cancel your current service without using a MAC code then the process can take, literally, any time at all, perhaps 4 weeks.
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum
