I have been an Orange customer for as long as i can remember on my mobile contract spending at least £100 a month . When i signed up to my new 18 month contract i was told if i pay around £40.00 a month i will get free broadband , which was the deciding factor in taking up such a contract. Instead i have wasted literally hours on the phone speaking to useless people who are sometimes rude and fobbing me off.
ok it started back in november 2007 - PPP SERVER DOWN
call after call (at least 20 over 2 months all being charged to my phone bill) to the useless broadband service centre. Each phone call having to explain again what is happening each week i am told to wait 5 days for a line test . (How many bloody line tests do they need to do.)
Finally 6 weeks without no service at all , i get a connection (so i think) now nearly 3 months on with more than 2 months with absolutely no connection my connection is constantly disconnecting. Again i call the service centre who again say "wait for 5 days for line test" This is totally absurd. When i spoke to someone about compensation they said i wouldn't be due any because apparantly the service is free. Well i dont see how its free when i have to pay a minimum amount to be able to receive a FREE service...
i have wasted so far £20 on xboxlive subscription, God knows how many minutes on the phone to Indian call centres all to no avail. I cant leave my contract because it is a contract , i cant do anything and no one will do anything for me.
All i wanted was for someone to call me , tell me what the problem is and sort it. Is that too much for a global company ?? maybe they dont care as long as they get out monthly payments .
As far as the money goes the broadband side can only deal with broadband payments, if you're on the free deal then you're not paying them (broadband side) anything so they can't refund or offer anything, because it's dealt with by mobile. You could try speaking to mobile about it but I'm not certain what they'll be able to do in that respect.
I too, like an idiot took out the Orange broadband package with a livebox. So far i have just received a flashing light indicating it is not receiving a broadband signal. I am currently on the line test time.
(I subscribe to which, why oh why didn't i take out waitrose broadband????)
Anyway, i have looked on the trading standards website. Orange are providing you with a service, that of supplying you with Broadband. If you are taking out line rental with them also, they are providing the service upto the BT master socket as far as i can tell. If you plug a livebox into this socket and do not receive a signal for broadband then i believe that all the lines, equipments, cables and do on to get the @ line solid are provided by and property of Orange (as you are leasing the livebox too). Therefore if the @ light is still flashing then they are not getting broadband into your house. Therefore they are not providing you with a service.
Then go to here for a template letter regarding their contract to you, how to complain under the sale of good act (which includes services)
http://www.consumerdirect.gov....-services/
Ultimately, this is the essence of it:
"You have a duty to provide me with a service to a satisfactory standard and as agreed or I will hold you in breach of contract according to Sales of Good Act."
I'm a waiting to see what happens with my line test, after that it is letter time, MAC migration code, and hello waitrose broadband.
Thanks everso much for the advice , will take a look at the sites now and see what i can do from here.
Im still shocked to be honest with the way i've (and many others) have been treated by such a big company that has only provided me with top service through my mobile contract up until now. Up until nov 07 i have not had any trouble whatsoever with broadband or mobile service and now all this .
The October Which gave top spot for customer service on Broadband and Telephone services to "Telecom plus" which trades under the name of "The Utility Warehouse". Perhaps being a UK plc and having a UK call centre helps there! [url]http://www.utilitywarehouse.co.uk/entrance/index.taf?exref=210680[/url]
in what way is ur @ flashing. if is flashing once per sec it is indicating that the tag has been found and just needs ur UN & PW validating thru the configure the livebox pages. if @ light is flashing about 4 times per sec no tag is there
to continue the issue regarding non-provision of service. Apparently, accroding to Orange, they are in breach of contract if they do not provide you with broadband service within 30 days of you registering a complaint.
I will contact trading services to see if this aspect of a contract is legal or not. Trading services states that you can issue them with a warning / threat stating that they have 7 days to sort it out....i nieed to find out if this aspect of the Orange contract is legal or not.....
yes.. i have a very fast flashing at light...so no signal at all...
i'll sit and wait for 30 days..then i'm off.....
i have a different story everytime i ring technical services so the sooner its over the better in my opinion.
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