I too have had problems with an upgrade to 8megs and LLU.
Mine started on the 16th July.
I hadn’t been notified that my account was being upgraded and this seems a shame because I have been with Freeserve /Wanadoo /Orange for almost 4yrs
The 2 meg package that I was on was absolutely fine -no problems at all and then as I said on the 16th July things went terribly wrong.
After a week of lengthy phone calls and sheer desperation Orange tech support finally established that the cause of the problems was the upgrade. Various tweaks were suggested but nothing resolved the problem. I have since the 16th July sent 4 letters of complaint to Orange and the complaint has also been escalated to ISPA(2nd complaint).I haven't heard anything from them yet!
I decided to cancel my account with Orange and this was requested on 16 August. I was informed that it would take 10days for the tag/marker to be removed from my line.
I rang BT to chase this up and my line was declared clear on the 1st September.
I have since signed up with another provider and been on a dial up connectionfor the alst couple of weeks and hopefully sometime today (fingers crossed) my broadband 1meg account should be activated. I have been told by my new provider that my line could never have run at 8 megs!!
As a result of downtime my husbands business has suffered as I have to maintain his website and I wasn't able to do this ( I was told by one member of Orange Customer Care to do this from work!)
I am employed as a nurse and even though we have some internet access if I had done this I most certainly wouldn't have been in good books.
They can’t seem to grasp the implications and impact that this inconvenience can have on individuals
Some members of staff did try their utmost to be helpful and resolve the problems others didn’t seem to care and one gentleman in particular was actually quite rude!
Any way I basically have asked Orange fro recompense for downtime, inconvenience, misery and the total cost of telephone calls and time that I have spent speaking to Orange members of staff.
I also asked to be refunded for the amount of money that I now have to pay for a dial up connection whilst waiting for the marker to be removed from my line
I have received a letter from them offering a months refund of £17.99 and the cost of calls which probably amounts to £25-£30.
What I would like to know is whether I should accept this offer or ask for more to cover cost of inconvenience( although I realise that this is hard to measure) and the cost of using a dial up connection
accept the offer. It's more than most people who have cancelled their accounts due to technical problems have been offered that I've seen (whether rightly or wrongly).
Also regarding the line speed, whatever speed Orange put you on using their LLU would have been the maximum speed that the line could support on their LLU, and only Orange would have been able to provide this. Another provider cannot determine the maximum speed of your line when it's on another's LLU.
I have received a letter from them offering a months refund of £17.99 and the cost of calls which probably amounts to £25-£30.
What I would like to know is whether I should accept this offer or ask for more to cover cost of inconvenience( although I realise that this is hard to measure) and the cost of using a dial up connection
Thanks
Diane
I've been given the constant runaround by them and have now given up. 3MACs later they still blame BT, though BT say the ONLY company they can't migrate.
I had a good moan to Orange customer care (not the 'Support' muppets) and the 'deal' I've been given is they cancel account & remove marker in the next 2 weeks, and will
1) refund call costs
2) refund reconnection charges - though I had to point this out to them, as they didn't seem to know it....
Anyway, in 2-3weeks time I'll be gone, and can't wait!
Regarding compensation, I doubt you'll get it, as we all have 'home' packages, I assume there is small print that indicates loss of service would not be compensated and this is not a 'business account' - something , if they even provided it, would almost certainly cost a lot more.
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