I have been a customer of Freeseerve/Wanadoo and later Orange for 4 years.
This was a happy relationship until July 13th, when Orange put a line sharing 'product' on my line, cutting the bandwidth dramatically, causing my ADSL to no longer function.
I contacted their rather useless call centre many times. It seems that the staff there , read from a scrip card and have no recognizable autonomous function. Eventually, I managed to find out that there was a ‘fault’ on the line, although I did not realize that the fault was in fact due to Orange’s own actions.
The fault, became a ‘stuck fault’ which lasted 4 weeks until I tried signing up with Pipex. They told me that I couldn’t proceed until this ‘product’ had been removed.
Today is September the 6th and I am now happily on the internet with Pipex.
The fact that the line works after no repair is proof of this line sharing product screwing up my ADSL.
I am furious at the time and money that’s been wasted. My wife has had to refuse design work she can do from home, so has lots several days income.
How can Orange be allowed to do this to their customers?
Can I claim compensation from them?
.
I was a victim of a stuck fault that lasted for weeks - and is probably still stuck for all I know or care.
If Orange fail to provide a contracted service through no fault of your own then you are entitled to your money back at least for the period you were without a service. If you can provide an itemised phone bill, you can reclaim telephone calls, even if most of them were spent listening to muzak on-hold. I expect that if you have incurred any other direct costs in trying to get Orange to fix their faults - postage etc then claiming that would be reasonable too, provided you have some proof of expense.
Like 30111987 says though, I doubt that you can claim for any consequential losses - income, sanity, patience, sleep, hair etc unless you have some sort of special contract or insurance cover for such eventialities. No harm trying though, and certainly worth making Orange aware of the negative impact their poor service has on customers.
this sounds suspiciously like my problem - if try to register at pipex - for instance - it says ' Unfortunately we cannot proceed with your order as there is an incompatible product on the line. Please contact BT '.
How did you get rid of this ' product ' on the line ? via BT or with Orange. Is there any alternatives than speaking to the call centres in India ? they are utterly useless.
If you have or had broadband and it says incompatible products this usually means the broadband is still there, in the process of being removed or some sort of marker has been left behind preventing new orders. Talking to BT they should be able to confirm what it is though you have to speak to the ISP themselves to get it removed. That is unless it's some other BT service that's been put on the line, in which case BT should give you more details and options.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Hi spyro check this link DSL Zone order tracker ( if you havn't already ) it usually tells you whats going on on ya line like if ADSL is activated or any orders, migrations going on, but thats normal if you already have ADSL on ya line the ISP checkers always say incompatible product on the line its nothing to worry about.
Regards
_________________ ex Freeserve/Wanadoo/Orange Blog
That sounds like the Orange broadband marker. The line will be marked as reserved for Orange if you have an Orange broadband service, even if it doesn't work (in my case for nearly 2 months). You'll see the same thing if you try the BT broadband sign-up. If you want to change you have a choice - either cancel your contract and wait for the marker to be cleared (in my case this was the only thing that happened *faster* than Orange said it would) or ask for your MAC code and wait for that. I suggest you read the other posts on this site about experience with MAC codes before deciding.
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