I set up Orange broadband for a relative, on Feb 2nd. All worked fine for about 10 days when it suddenly stopped working. Orange Technical support have been worse than useless. After a couple of days they admitted that the problem was "at their end", but could not confirm what the problem was. This is still the same after 13 days and they have no idea when the problem will be rectified! So, yes, the connection has now been out of order longer than it was working!!!!!
Throughout this we have been passed from pillar to post will promises of calls being returned, which never are, and today the phine was put down by one chap called "Richard" who was supposed to Be Broadband to help.
We have tried to cancel the contract stating that the service is not fit for purpose, but Orange are refusing to agree. When we asked for the MAC code they offerd to sell it to us for £204!
Has anyone else had a similar exprience recently? If so, how did you rectify it?
depends who you speak to mate, in future might be a good thing when ringing asking for the agents name, extension number and department or call centre (where they are based) then they will be quite reluctant to put the phone down on you. Take a note of this down. If for any reason that does happen, ring through to the same department and Demand to speak to a supervisor/team leader and pass on the details to him/her. They will take diciplinary action accordingly from there.
Ring cancellation and say you have a problem with the broadband and its a technical one, they will most likely say if tech support are unable to fix problem then you can cancel with no cancellation fee. Most of the time prior to cancelling if there is a tech problem there must be sufficient notes from tech support and the issue has to be ongoing for 30 days i think. If the person you speak to in the cancellations team can see that i do not see any reason why you could not cancel without any fee.
Try tech again if possible and keep a log of how many calls you have made aswell When you phone bill comes, you can send an itemised bill to Orange to claim call charges back.
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