Don't expect anything to change. I've been going through the same torment with Orange for the last year, complained several times to the ISPA - all to no avail.
Get away from Orange as fast as you can. I've been lied to on countless occasions over the phone, I've been promised call-backs that never came, improvements in the service which usually only last a few days, and then I'm always, always, back to square one.
I've encountered only one or two staff (out of a couple of dozen) who seemed genuinely embarrassed at how bad their company is. It seems have gotten so used to dealing with so many complaints that they're immune to it at this stage. A problem isn't something to be dealt with, it's just another on a long to-do list which nobody seems to want to deal with.
Never in my life has a company caused me as much stress as Orange.
At this point I've come to realise they simply don't give a toss about their customers. It's not just incompetence. They actually don't care.
I think someone high up must have made a decision that they can get away with just marketing the product and giving you PR spiels over the phone while all the time providing a shoddy service that saves them money.
I think you have hit the nail on the had there blotchy39. I tried to go online again tonight, but ended up with a 140+ping and massive packet loss, when playing a fps, it makes it impossible to play properly but its the companys attitude which I hate more than the lag.
I will report this further, as I think its disgusting that a company can get away with constant lies. I feel sorry for the very few people who do work there they really try to make the effort as the rest of the company just constantly let them down.
I work within the newspaper media for one of the largest newspaper companies, so I will try to see if I can get a story to press about this, I would like to shame Orange for their poor customer service and the constant lies.
I will also contact Ofcom and ISPA about them, I know I may only be one person but if everyone who had problems did this, they would have to take action, so anyone else out there who also has these problems, please contact Ofcom and ISPA and help us put a stop to companies like this. Here are the contact details to help you :
ISPA
Internet Services Providers' Association
28 Broadway
London
SW1H 9JX
Phone: 0870 050 0710
Fax: 0870 033 7205
ispa.org.uk
Ofcom
Office of Communications
Riverside House
2A Southwark Bridge Road
London
SE1 9HA
Phone: 020 7981 3040
Fax: 020 7981 3334
ofcom.org.
No company should be allowed to get away with the way they do things and its time we got this made more public to help avoid any more people signing up with them.
It is all starting to get clearer now. I wanted to believe the problem was at the phone exchange, and wasn't Oranges fault. I spoke to Sky last night, they buy bandwidth from BT for your broadband if they don't cover the area but they said they couldn't guarantee I wouldnt have the problems I am getting now as it could be to do with the phone exchange. Orange had a line test done on my line before and have said the line was fine.
But tonight, the truth came out from one of their technical team. As I am on a local loop, they use their own equipment at the exchange, nothing to do with BT. So its basically a case they have too many users downloading at peak times and their equipment cant handle it. They have too many users abusing the "fair usage" policy, but their equipment can't handle it. I know I don't overuse mine but I pay the price.
In honesty, I think that Orange shouldn't be allowed to advertise UNLIMITED if they have a limit, as with all broadband providers. I think that is false advertising, how can something be unlimited if it has a limit? Thats like saying ALL YOU CAN EAT FOR £7 but you are only allowed one bread roll per hour ...
Anyways, I dont blame the other users, I blame Orange for not capping them/sorting the problem out.
Never mind, they have had their 30 days and not fixed the problem, I may still go with Sky but am gonna search around to see who is best for online gaming in my area, I guarantee Orange won't come top of the list!
Over and Out Everyone
Well, I have now moved to Sky. I have received a free Sky+ box, free installation, have extra tv packs added and even though they don't directly supply broadband, I have Sky Connect with them, and its all only costing just more than £10 a month than with Orange!
One thing I know for sure, their customer service cannot possibly be as bad as Orange's!
Remember, if you just joined Orange, you have a period of time (30 days I believe) in which you can leave without a charge, take my advice and get the hell outta there
Cya everyone, hope this thread helps out some people who just joined Orange and saves them the stress and problems I had!
I have got same problem. Playing games is impossible due to eratic ping - within a minute or so it can be 30, then 120, then 70, then timeout, then 400, but only at busy times.
Most helpful answer I have got is "the internet is busy sometimes". Well really, how very helpful, and why is it just me that the internet is busy for.
The customer service people didn't really know what they were talking about or understand the concept of having low pings when playing games.
They sent me a new Livebox - that seemed to sort things for a few days but I think just coincidence as it's crap again over past few days. Had no problems for a few years then this all of a sudden from a couple of months ago.
I am having one last go at them then will leave and try elsewhere - pity because I never had problems before. I could at least give them some respect if they were honest or had people who knew what they were talking about.
Many months have passed since I left Orange, in fact, it was all cancelled in March. I suddenly have a letter from them today, saying I owe them £26.35 that I must pay by 03.07.09 or they will take legal action, despite the fact when I left them, they owed me a months rental and agreed nothing was owed! I have had no correspondance at all since I left and then suddenly I get this letter threatening legal action and saying I have less than 2 weeks to pay it! I told them take me to court, and I will take a counter claim action against them for all the stress and duress they have caused me and for claiming money from me for broadband which didnt exist for months i.e 17kb/s..
This company is really unbelievable, trust me, since I left I have moved to Sky and they have been a delight to deal with. My internet connection is much better, they sort problems out straight away, if any of you reading this are still with Orange, take my advice and leave them now, the grass is much greener on the other side.
After I had sent my letter to Orange threatening legal action against them if they tried to pursue this money (which, according to them, was phone calls to Sky, all of it, as they reckoned they still had the line after we had cancelled. The calls to Sky were at 5p per minute, all other calls were free, so it worked out to be something like 14hours on the phone to Sky in about a week, sound suspicious huh?) I had a phonecall from Orange, who decided to "write off" the amount owed. Yeah, they only decided not to continue because they knew I had a case against them, if I hadnt threatened that,they probably would have tried to pursue it.
I just hope other people read this whole posting that have just joined Orange, I will be happy in knowing that I have advised some people from staying with the worst company in the world
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