I too was with original Freeserve, then Wanadoo and now Orange. I live on the outskirts of Cardiff and have always got 2-2.5mb.
Early in Sept Orange offered me a "cheaper" contract (Home Select £12 per month up to 20meg speed) 18 months contract which I accepted.
Almost immediately my rate dropped to 0.80mb download and 0.50 upload! After 2 weeks I phoned Orange and was told they would check the line. After 48hrs I received a text asking me to phone again to get results of the test. I was told there was nothing wrong with the line but further checks will be made.
Subsequent calls have resulted in no further info!
This is ridiculous! How can my speed drop from 2.5mb to 0.86mb when, according to Orange "Nothing is wrong" !!??
Sorry for the rant but, in my opinion, I have grounds to reluctantly cancel my contract.
Further to my recent post, not noticing any improvement in speeds I have recently phoned Orange and been given the same excuses - "There seems to be a problem on your line and we will carry out a further line check with a view to updating your profile .... bla bla bla"
Reaching the end of my tether, I've just phoned Orange again, this time explaining that unless the "problems" are fixed very shortly, I shall have to cancel my contract. In the meantime please give me my MAC code.
I was informed by a member of their "cancellation team" that as my new contract was not started until September 13 they will not give me my MAC code until October 22!! "We operate a one month non-cancel policy and we have not been given sufficient time to resolve your problem"
I have now reached the "speechless" stage!! Methinks, a call to Ofcom is on the cards for next Monday!!
Thinking I should at least get something in writing, I emailed Orange, explaining in detail the full history of my problems. Today I received the following reply:
"Thanks for your email.
I'm sorry to learn of the slow connection issues you're encountered
since the regrade of your account. Please accept our apologies for any
inconvenience caused. We value your comments and have taken them on
board, as we aim to provide an excellent customer service.
The matter of your slow connection is still being investigated by our
technical department who'll contact in relation to any updates. As
you've been previously advised, we can only consider cancelling an
account without a cancellation fee if problems have been ongoing for 12
month without a resolution.
If you've any further queries then please don't hesitate to get in
contact with us again."
The section I have highlighted concerned me more than somewhat and I immediately queried it. Subsequently have received confirmation that the correct cancellation period is in fact 30 days.
Today, yet another call to Orange Broadband Technical(?) Support and, once again, received the standard promise that the matter will be resolved in the very near future!!!
Providing nothing happens before October 22, I shall, needless to say, be cancelling my contract.
hey J Tee -did you have any joy? I am still getting sub-standard speed from my connection. I think Orange will be losing me at the next opportunity. It's a shame, because the link has been 99% reliable - just bl**dy awfully slow!!
I am pleased to know that I am in good company. I was beginning to think it wss just me.
For 5 months since signing up with Orange now I have been trying to resolve the problem abysmal download speed.
After 4 months my patients was wearing thin and I was really tired of the run around I was getting so I went into writing.
The response I received from Orange was pretty well word for word like yours. They denied there was any problem and said everything is working within their threshold.
They say they have checked the system there is no problem eventhough at times the speed I have been experiencing is below 600 Kbs during the evenings and like you they not prepared to cancel the agreement.
I am still pushing but I don't hold out too much hope.
I like you are waiting for the 12 agreement to end then I am off mobile phones and all.
Is there any ISP out there that can provide a good performance?
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