ive my work cut out yes but it doesnt help when u get really rude ppl calling u a monkey if u need any advice ask me aslong as u polite i dont mind
Sadly normally rational people like myself do lose their temper when people paid to help us with issues lie to us, ignore us, promise to get someone to call us back(and don't), and seemingly make up a new story every time we call @7.5p a minute if we're lucky, having been on hold for 3/4 of an our with a smug recorded voice telling us how important our calls are etc...
To be fair , with the exception of one 'Monkey' called 'Sam' (I'll bet that's not his real name) all those I've spoken to have tried to be helpful, the fact that they aren't , no matter how hard they try is of no use to us.
Well, my onoging sad saga continues... I've asked for a MAC code Three times now, and they've done everything but actually give it to me.
I've been promised a new modem...as they are unable to support anything other than a speedtouch modem or 'livebox' ...needless to say, like everything else promised, it hasn't arrived...
I did however get some new info...it was confirmed my upgrade is complete... though the problem now is to do with BT (trying to deflect blame???) and a datacentre in the London area has been 'affected' by thunderstorms we had last week...they confirm my upgrade started 17th, and completed on the 20th...and then this thunderstorm came along and broke it.
10/10 for creativity, but 0/10 for solving the problem.
I managed to dust off my old 56k modem and dialled in last night, and found the following in my mailbox (having complained I was never told about any upgrade nor agreed to any upgrade)
Great news. We're making some changes that could mean we can speed up your broadband service - for free!
The not so good news is that for about half an hour on 17/07/2006 between 8am and 6pm, you won't be able to go online. Sit tight though, we'll email you as soon as it's done and let you know your new speed.
If you would like any info on your broadband service, just got to www.orange.co.uk/help/id/7016.htm, or give us a call on 0870 010 2462*, or 0870 1900 672* if you're on our Broadband Starter package, between 7am and 11pm, any day of the week.
...I love the bit about 'the not so good news is ...etc' , I'll be off line for half an hour...oh please ...if only it was
I dunno if the last line is them being sarcastic?
Needless to say, sending me an email on the 20th of july, informing me of an activity to be performed on the 17th July shows pretty crap communication
Oh well my tale of Orange wo began on the 21/7/6..........having exactly the same fun as every body else..........hopefull we all vote with our wallets and deserved bankruptcy and redundency befall these clowns............can we sue Orange for breach of contract???......If the train fails they provide a bus service to get U there, Y has not Orange provided a free dial up???
Mrs Squizza wrote:
For several days I have been without Broadband internet access and have had to rely on using dial-up on my laptop. I have been on the 50p a minute support line several times and for a number of minutes and done all that they have told me to do including reinstalling modem drivers.
They have told me that my line is being upgraded and so they cannot do a line test yet but assure me that 'everything will probably be back to normal tomorrow'.
I rely on my Broadband connection for my work and I have lost many hours and income over the past few days.
If there was going to be any interruption to my service due to upgrading of lines then I feel I should have been told so that I could make other arrangements. But to be honest, I have very little confidence that the problem will be resolved by tomorrow.
I have been with Freeserve / Wanadoo / Orange for years and have never had cause to complain but because of this, I am very seriously considering changing ISP providers ASAP.
So I called at about 6.45pm on 19th July and spoke to ‘John’ to ask for my MAC code. They asked why I was leaving and I told them my line had been down to my knowledge since morning of 17th. He then put me on to 'Matthew' who said he had been looking into the problem and that was I aware that BT had told Orange that there was a fault on the line. I told him that this may change things as this was the first time I had had a problem with Orange.
I asked him who would then get in touch with me, Orange or BT. He said it would be BT and that it should be within the next 24 hours. (I think). I told him that gave me some hope and said I’d see what happened and that if it was not resolved over next day or so then I would be looking to move.
Have I just been told apack of lies by any chance?
As an ex-Orange customer my advice is to leave them ASAP.
They just lie and don't care.
Andy
....sadly this does seem to be the case with me. I'm all for giving a company 'a fair go' to sort out their mess. Am getting to the end of my tether now.
Its now 2 weeks since I was disconnected...sorry... 'upgraded'. Yet another team ...'FSD' are now involved, who will be arranging to test my line (by tomorrow or so I'm informed). They don't seem to know if I need to be attempting to connect at the time they perform this test.
On the 'lying' front, I was supposed to get a call last wednesday from tech support, which I waited in all evening to get...but apparently my phone was engaged...
they supposedly tried again on Thursday...and nobody answered, again I was in, and my answerphone (built into my phone) was on...
One minor plus point over the weekend, the promised speedtouch modem turned up...yaaaay!
But like everything else...it doesn't work - reports no dial tone.
So , all going well, by end of tomorrow something should have happened, if not, I believe I've given Orange enough of a chance to sort things out and will vote with my feet.
Incidentally, when talking to customer care (ha ha !) last week, they indicated, rather then get a MAC code from them should just cancel my contract...like everything alse, this doesn't seem to me to be good information. Could it mean , whoever I sign up with afterwards would have to go through the whole 'new' connection procedure, meaning yet another delay in getting going (are they trying to get their own back on those leaving???) anyone got any thoughts on this???
Also, dunno if it's allowed on this forum but those of you who have switched elsewhere... how long did it take, and any recommendations of who to go for??? at this point I don't think there could be anyone worse (AOL perhaps?) Ta!
As an ex-Orange customer my advice is to leave them ASAP.
They just lie and don't care.
Andy
Its now 2 weeks since I was disconnected...sorry... 'upgraded'. Yet another team ...'FSD' are now involved, who will be arranging to test my line (by tomorrow or so I'm informed). They don't seem to know if I need to be attempting to connect at the time they perform this test.
Well, following up on my own post now... needless to say, Tuesday came and went as did Wednesday and most of Thursday.
Rang Tech Suppt to see what's going on, and as was told , oh it takes five working days.... er... I was told that last Wednesday (without the 'working' prefix)...
so this is now 6-7 days (depending on which way you look at it), but no, the actual request was put in on Sunday, the day I chased up the previous Wednesday's call... so either more lies or more incompetance.
useless useless useless... I give up
I DESPAIR.... Read on. I sent this email to Orange today. I am that desperate that I actually hope they might read it. What a fool I am. The next step is a complaint the association of ISP providers / Oftel / Ofcom / Watchdog... Anyone who will listen!
I have been without Broadband Internet access now since the 17th July. I phoned Orange on that day and was told that I should change my ADSL filter and unplug and re-plug in cables and swtich my PC on and off again. All this while I am being charged 50p a minute. This didn't help.
I was then told that I should re-install my drivers. This I did and it didn't help.
I called a few days later (don't have my notes with me but the whole sorry tale is documented) and was told that the problem was with the line. It seems I had been upgraded and that 'there had been some problem' with it. I was then told that it could take a maximum of 3 weeks to get the problem fixed.
I work from home and rely very heavily on having Internet connection and so this was not an option I could afford to take.
To cut the story short, I called again and was told that I could be up and running again within 3 days. 3 days later I called again (20th July) and was told that my line had been upgraded on the 10th and so as I had had Internet access between then and the 17th, that it could not have been a problem with the upgrade. So what I had been told the problem was and what I had been wasting time waiting for Orange to fix it, was not the problem.
By this point I had lost all faith in Orange restoring my broadband and so I asked for my MAC code and was told I'd get it within a few days. I then thought 'Well, nothing they have told me seems to be true so far so why should I believe them' and so I called back and asked for a 'cease'. The guy on the phone was very pleasant and tried everything to get me to stay with Orange and offered me deals. I told him that it was not that I was looking to save money but that I needed a reliable broadband service and felt that Orange could no longer provide me with this.
He finally gave in and told me that my account would be ceased (and this has happened as I have tried to log on to My Account and have been told so).
I tried to go with BT and they told me that Orange still had a marker on my line. Not only that but that Orange were still providing me with an LLU line (whatever that is... I have a vague idea of the concept) and that they cannot connect me to BT until Orange get off the line totally.
I have called Orange again today only to be told that 'provisions', whoever they are, will have to send me a 'cease' form. I told they customer service guy that I had already done that over the phone. He said he'd try to call them and then came back to me and said the lines were busy and that I should call aagin before 9.
I am not usually the complaining type but this is driving me mad. I have been driving to and fro to Internet cafes to download the large files I need in order to run my business, I am also paying dial-up for internet usage when I can't get out to the cafe... My job is not 9 to 5...
But,how hard can it be? I want to NOT be on Orange anymore, I do not want anything from you other than the interim dial-up account that I have and am paying for 'as I go'. I do not want an LLU from you.
I want to be able to have my line freed up, now, so that I can go to another ISP provider and just get on with my business and stop losing money and time.
Why do I have to sign a form? Why was this not mentioned to me before?
PLEASE please please please PLEASE do what you have to do to free my line so I can go to BT.
Thanks. :cry:
There should be no form for a standard Cease request. Mine simply entailed a call to cancellations and then asked for the ADSL service to be ceased removed and from the line. This usually takes up to ten days, though mine was done in seven, ironically the only damned thing they did with any degree of rapidity
Once you've canclelled make sure you also cancel any direct debits or money orders you may have with them as they nearly always seem to steal your money on a regualr basis unless you put astop to it with your bank.
as well you might... your problem seems to be exactly the same as mine, and the suffering the same sh#tty service - don't live in North London do you?
I found out some interesting info on my exchange on the
http://www.samknows.com/broadb.../index.php
Website, according to this, my local exchange reports the following re LLU
Local loop unbundling presence
Be: Enabled
Bulldog: Enabled
Carphone Warehouse: RFS date set: 31/08/2006
Easynet: Enabled
Edge Telecom: Not available
HomeChoice: Not available
Node4: Not available
Tiscali: Enabled
Wanadoo: Not available
Zen Internet: Not available
Alright it says wanadoo, but the impression is that the problem I'm having is all to do with this unwanted, untested and now as it appears...unFINISHED 'upgrade'.
The Exchange is only about 200 metres from the house, maybe If I slip the BT guys a few quid they'll reconnect me to something that works.
I've also been trying to investigate other ISPs, and am having the same problems - Orange has shagged your connection, and have made sure your still shagged if you try to leave.
Switching to others is not easy you have to cancel, then start afresh with new ISP, incurring all the connection charges one more.
I won't switch to Be as o2 (now Sky) just took them over (mobile & broadband...we all know about that don't we!),
Bulldog - no, not just because they are crap(really), but they are up for sale by C&W and are pulling our of residential services,
Lastly Easynet ..now owned by Sky - well I don't have Sky tv , so they probably won't want my custom (also remember "The Terminator", weren't Skynet the baddies?
I also have the additional issue of the -£27.99 still sitting in my account following my 'refund' ...which like all their other promises isn't as hoped, merely a credit for next month...
I've complained to ISPA a week ago, all I have received so far is 2 automated emails, one from ISPA, the other from Orange:
We're emailing to confirm receipt of your complaint from ISPA.
We'll investigate the matter and respond to you directly as soon as
possible.
Kind Regards,
Customer Action Team
hey look! - another team:
I've now had dealings with:
Customer Service
Technical Support
Customer care
Specialist Provisioning team
FSD (though have not actually heards anything from this 'fabled' team, so not sure if they even exist)
That's now 6 groups , none of whom are of any use.
...am about to start ranting an swearing, so will just pop outside and scare the neighbours.
Although Samknows is a great site you can't 100% guarantee the information it holds, especially the LLU data which I believe doesn't update automatically like the line checking system.
Also I'd be surprised if you had heard from FSD, they do backend stuff and customers practically never hear from them as thats not part of what they do.
your problem seems to be exactly the same as mine, and the suffering the same sh#tty service - don't live in North London do you?
Indeed I do... I reckon my local phone exchange is Bowes Park (near Bounds Green) - Anywhere near you?
... yes it is! hello Neighbour!
Curiously the Bowes Park exchange is actually nearer Wood Green (Lordship Lane so I understand) I go past the place every day on my way to the station.
I've just checked my account on the Orange website, up until today if I tried the option to change my speed (in the vain hope of downgrading to something that might actually work) it kept telling me the account was being upgraded (YAWN!)..... but today , it seems to allow me to change package.... (albeit only within an 8Mb frame)
Laughably it says:
Our test indicates that you are already on the fastest speed your line can support, if you would like to sign up for the free broadband offer please contact broadband customer support on 0870 010 2462.
...er I'm currently PAYING for a non existent broadband...
Also, what tests? I've been asking them to test this for weeks.....
Doesn't say what my max speed is, but at this rate, the fastest speed my line can handle thanks to their 'tinkering' is a massive 0Mbs
This change on the website, encouraged me to call Tech support to see whats going on.... OH!!!!!! Am told the upgrade IS NOW COMPLETE (what's this...for the 7th time???) and that the system says it complete this morning... am quite dizzy with anticipation for when I get home.... tho' am not holding my breath....am I sad, desperate or both
This change on the website, encouraged me to call Tech support to see whats going on.... OH!!!!!! Am told the upgrade IS NOW COMPLETE (what's this...for the 7th time???) and that the system says it complete this morning... am quite dizzy with anticipation for when I get home
Too good to be true, as suspected, more lies.
As dead as it was 3 weeks back. calling it rubbish would do rubbish an injustice.
This change on the website, encouraged me to call Tech support to see whats going on.... OH!!!!!! Am told the upgrade IS NOW COMPLETE (what's this...for the 7th time???) and that the system says it complete this morning... am quite dizzy with anticipation for when I get home
Too good to be true, as suspected, more lies.
As dead as it was 3 weeks back. calling it rubbish would do rubbish an injustice.
Just when you thought it couldn't get any worse....
Eventually my dial up finished downloading Emails, only to find no less than 6 emails from Orange, between 11:00 and 14:00 today.
4 of them saying something along the following lines...
Great news, we've made the changes you asked us to make to your broadband service. Your new speed is 8Meg.
If you need any help, go to www.orange.co.uk/help/id/7016.htm or give us a call on 0870 010 2462*, or 0870 1900 672* if you're on our Broadband Starter package, 7am - 11pm, any day of the week.
Thought maybe we'd better tell you something. We think we've made the changes you didn't ask us to make to your broadband service. Your new speed is probably 0Meg.
If you hope your speed is more than 4 Meg you might need to change the settings on your modem. Go to www.orange.co.uk/membercentre/...pgrade.htm to see how and download and 8 meg file over your slow dialup. This should take less than an hour if you're lucky
If you need any help, go to www.orange.co.uk/help/id/7016.htm or give us a call on 0870 010 2462*, or 0870 1900 672* if you're on our Broadband Starter package, 7am - 11pm, any day of the week, we won't be able to help but who cares - at 7.5p a minute we're laughing
We don't care whether you Enjoy broadband with Orange or not - we still get the cash .
No Customer Support
Going to the modem settings link, means another 8 meg download (at least 30 mins on dialup) to get the required software...
I kind of hoped it would be a flash upgrade to the modem, rather than being just some new drivers that can't really help of there's no dial tone...
So did this have any effect??? .. you guessed it...not a sausage!!!
Regarding emails though, what was quite disturbing were the 'trojans' in the other 2 emails, not the nasty virus kind, but probably more damaging.
introduced by:
Hello
Thanks for choosing Orange Broadband(knowing then what I do now I wouldn't...hang on I didn't - I joined Freeserve). You should receive your Livebox and be up and running in about ten days time(er....why?).
When you get your Livebox, follow the simple set-up instructions that come with it to make sure that you can start making cheaper calls with your Talk service(er what talk service?). We've attached a copy of the consumer hire agreement for our Livebox which you agreed to as part of your registration to our standard Broadband Plus, Max, Wireless and Talk package(what??? I have never signed or registered anything with Orange!). However, if you have registered for free broadband with an Orange pay monthly phone plan this document doesn't apply to you(oh you lucky so and so).
If you need any help setting it up, give us a call on 0870 010 2462* 24 hours a day, seven days a week.
We're (not) here to help.
NO Customer Support
Each contains a PDF Hire agreement contract between me and Orange for a 'Livebox', in conjunction with contract I didn't take out - Yes...another thing I never asked for, was never consulted about and don't even want...oh and the additional 12 month contract ..whaaaat???? got some cheek!
e.g.
1.3 Duration
This hire agreement shall commence on the Start Date. The minimum period of hire
is 12 months beginning on the Start Date (the "Minimum Period").
...and they've even signed it for me... how kind, doesn't look like my signature though, just my name in Arial font, isn't that fraud???
So still no broadband, called Tech Support again - the least awful of the bunch, said they'd do a line test and call me back in 2 hours.... at this point it is 22:40 and I don't relish being called in the early hours... I think I got through to him I'd call back tomorrow
I also recently received a livebox and was concerned about the 12 month contract attached to it.
I rang them up and received confirmation that the 'Start Date' referred to is the date you first signed up to broadband with them, not the date you got your livebox.
I didn't want to be tied into a 12 month contract with Sky for a tenner just around the corner. I made the mistake of telling them this and, lo and behold, my line went dead the very next day and 18 days later it's still not back.
I would hope that it was just a coincidence, because if they had deliberately cut me off without telling me, and while they're still collecting payments from me, I would consider that to be a serious breach of contract, bordering on fraud.
My compaint to the ISPA is now a week old, and still no-one from Orange has had the courtesy to call me.
By the way, there were 18 days between my exchange being LLU'ed and my connection dying. Most people here seem to have had their problems immediately after the upgrade.
Hi Andrew,
you have my sympathy...
I have been unable to get any form of clear answer from Orange as to when this LLU upgrade was supposed to have started/completed.
I was initially told 3rd July start (no problems with my connections), completed by 17th July(nothing But problems with connctivity).
I've been quoted various other 'finger in the air' dates from the various Orange NO help desks.
I did eventually get an Email (20th July) telling me about the upgrade - Three days after it was started....and nothing has been working up until yesterday, when multiple email confirmations told me it was complete, which as usual was another lie as it still didn't work.
I wouldn't trust any dates they've quoted to you - the change may have been scheduled at any time, you won't have known anything about it until they unplugged you.
The Livebox situation worries me as:
a) I don't have, don't want, have not been offered and have never requested a Livebox
b) I have signed NO contract with Orange (Orange took over my existing contract from Freeserve)
they seem to be using this upgrade situation to make it difficult for people to leave, and sneaking an other 12 months custom by slipping this Livebox into the equation.
None of the activities Orange have been doing have been without any regard to their customers needs, just what Orange wants to do like it or not.
Regards money, call Customer service and ask to speak to Customer Care (slightly less sub-human) explain situation demand some form recompense for hassles received so far - it sort of worked for me, they creditied my account for july, and have not charged for august. Hardly a refund, but at least it's not costing much more (with the exception of calls to them and having to use Dialup to read any Email) ...and quite frankly in the circumstances this is the absolute minimum they should do.
I complained to ISPA, got a reply confirming this, followed by another email from Orange, promising to follow up on this....and surprise surprise that's all that's happened.
I guess ISPA are pretty toothless in anycase
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, it seems to allow me to change package.... (albeit only within an 8Mb frame)
