Joined: 12 Jun 2006Posts: 907Location: Weston-super-Mare, UK
Orange stalling tactics. I'm not sure whether you realise but Orange do not have any engineers. They have to pay BT to send one of their broadband engineers.
The answers to those questions will not make the slightes difference to the BT engineer.
There is another post - Orange refused to send an engineer so customer left. They had same fault with new ISP but they immediately sent engineer to fix it.
Joined: 09 Jan 2008Posts: 27Location: Bedfordshire
cocksy_boy.
I didn't cancel my mobile with Orange as it wasn't tied to my Broadband Contract. But it I will be changing from Orange to anyone else just as soon as I can without incurring any penalty.
It was probably my post keithwjones was referring to. Orange failed to send an engineer saying there was no fault so I left Orange and went to BT. BT sent one of their engineers out as soon as I migrated and identifed a fault in my internal wiring which allowed me to make phone calls but not use the internet. Engineer told me that Orange were reluctant to task an engineer as they had to use BT engineers and it cost them and therefore only did so when all other avenues had been exhausted.
It would seem from my experience they were happier to lose me as a customer than pay an engineer to come out.
So far I cannot fault BT but.....I'm moving next week so fingers crossed all will be OK.
I'm not sure whether you realise but Orange do not have any engineers.
Nor do they own the LLU equipment.....Alcatel do.
And as far as I'm aware Magdalene are still the contractor for all LLU work.
So all Orange actually do is act as office boy and they're c#ap at doing that
Hi Keithwjones & Borednow - yeah I realised that Orange didn't have their own engineers, but didn't realise that they would be so completely inept at sending their contractors round to fix a fault.
I used an email address given to me by nhyder to email Orange Executive Office, and they phone and emailed back today directly from someone at Orange (although she is not any form of tech support, but is customer relations EA). They told me they would chivvy on the tech support team, and sure enough, the tech support team rang back. Bit of a result.
But they were ringing to see if the internet was working, not to book the engineer. They are going to email the engineers tonight and then wait to hear back from them again, and also told me that they are not sure if they can book an engineer or not. Despite having told me that they would be booking an engineer to visit within a week, which was 2 weeks ago.
So I'm going to email the EA back and tell her that she has until the end of the week to sort this out, otherwise I'm pulling the plug and getting the small claims court involved. She did seem very helpful, so we'll see if this results in anything.
Its just absurd now - how can they still be in business?!!
Markate - I'm not sure how the mobile and broadband contracts are linked. If I had not signed up to the broadband contract, my mobile would be out of contract now. But when i signed up to the broadband, i was told i had to enter into and 18 month contract for the broadband, and also renew my mobile contract for a further 18 months at the same time.
So I'm not sure where I stand - if I go down the line that Orange have not fulfilled their half of the broadband contract, and I only extended my mobile contract because of the broadband, then in my view, my 18 month mobile contract is also null and void. I'm not sure that they will see it that way though. Any thoughts?
Its also nice to hear that other companies, such as BT are not too bad at sending out engineers to fix things - I was under the impression that BT used to be quite bad - seems they have sorted themselves out a bit. As you said - it seems absurd that they are more willing to lose a customer than send out an engineer to fix the fault. That's no way to run a business. Anyone know what the Sky broadband team is like - I may be looking into their broadband contract.
Well, I have heard back from the Orange Customer Relations EA, and they are sending an engineer - not to my house, but back to the exchange to change our port - I'm not exactly sure what this is or whether it will help.
In her words: "Our Critical Fault Team are certain that this will resolve the issue". I shall have to just wait and see. Again.
She also advised me that they would fully refund me for the down time, and would be offering me 3 months free as compensation. I am undecided whether this is adequate - I guess it depends on if the service is working suitably if and when they get it going.
Stevelondon - thanks for those links - I'll have a look and see what the concesus is on Sky.
Well, I've been away and not had a chance to reply on here, but BT were out at the exchange last Friday, and have finally got it working.
I spoke to the engineer while he was there (Orange didn't call to say he was going - he just happened to call while we were in), and he said "oh you're not wired up to the right equipment, I'll just swap it over and call you back in 10 minutes to make sure its working".
As simple as that. We weren't wired up correctly. For 8 weeks, Orange couldn't solve it, and had done line tests and sent engineers out numerous times, or so they say. I was so glad the guy had fixed it, but incredible pi**ed off that it had taken so long for such a simple fault. What the hell are they playing at?
I've been offered a full refund for the 7/8 weeks of no service, a refund of any calls to Orange, and 3 months free. Is it worth trying to push for more? what have other people managed to get in the way of compensation?
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