Sorry to hear your still having problems, but can't say I'm surprised. An update on my journey into Orange (sorry that it's rather long). Yesterday I phoned them 6 times, 4 times to 'Technical Support' and twice to 'Customer Service'. I've apparently now had at least 4 line tests done since Sunday all which came back as, unsurprisingly, no fault. I've done all the silly tests I've been asked to and nothing has sorted it. None of the 'technical ' staff have been able to tell me what the problem is and what is to be done to fix it. Two of them were frank enough to say they had no idea and I'd say 99% of the information given to me has been utter bulls***. I was also told that if a line test shows no fault the incident is closed as they assume the connection is working! The last 'tech' person I spoke to informed me, when I asked for his supervisors name, that he didn't have one (lying b******) and I could be put through to the escalation team, who as had no technical training would not be able to tell me anything. When I asked once again about being called back, contrary to the other answers of 'no we don't do that', I was told if I didn't contact them my incident, obviously if still open, would, after 2 to 3 days, be passed to the callback team WTF! 'Technical' Support are of no use whatsoever, and to be quite frank, a set of clueless bull****ing b*******! Saying that, I will be phoning them for another nice chat later I am under the impression that not one thing is being done, that is if you discount the numerous line tests, and that nothing will be done.
As for Customer Service. I called them to find out how long one has to be without a connection to be able without penalty to cancel a subscription within the twelve month period. My first call was taken by someone in Billing who told me he had no idea as he worked in billing. Apparently if customer service phones are busy other departments take the calls! Second call later in the day did get me through to the right people, who, after attempting to fend off the question with 'talk to technical support' did finally give me the first straight answer of the day. Contrary to what Spyro has been told, a connection allegedly has to be down 6wks, due to a technical fault which Orange fail to correct in order for a no financial penalty cancellation to be accepted. The validity of this statement is up for debate as I find it difficult to believe anything I'm told by these w******, they always sound like they're making up on the spot everything they say.
My complaints to the relevant people are going to start flying and I will, if the connection stays down for another 5 weeks, be cancelling the direct debit and b*****ks to any threats. If it comes back up, which I doubt, I'll be buggering off to another isp as soon as the 12 months are up. What a set of lying, cheating thieves!
I'll keep updating, though I suspect it's going to get even more tedious than it already is
Honestly, Orange should be more frank in its approach and own up to the problems on its network. It is better to pay their customers compensation rather than fob them and get bad publicity. But managements have their strange ways of thinking. They will not pay a few pounds on compensation to loyal customers, but they will spend hundreds of pounds to get a new customer!!!
an update from me - the BT man came and went and sadly he said he that he fixed whatever the problem was bu this hasn't affected my broadband - its still down.
I called Orange last ngiht and got the usual apologies. The guy told em that the problem is being investogated and they accept that there is a fault on the line. He said that the problem might be that my phone line can't handle the 8megs upgrade which is what i think happened on the day my line disappeared.
They mentioned that the problem could be escalted to the front line support desk ? Sounds like nonsense to me and in short there's been no progress.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Ahh your problem is very common and with a decent ISP would have been dealt with within a couple of days if not sooner and just regraded u back to 2Mb straight away, it is a well known fact that if your line dont support 8Mb you get intermittent connection or no connection.This is typical of Orange so called tech support and just read from a script ( there are some good agents at Orange rare though) hope they sort it for you at last.
Regards
_________________ ex Freeserve/Wanadoo/Orange Blog
i've nothing against the people i speak to - they're all very helpful and friendly but the problem is a more deep-seated one and for all my ranting and raving, there's not very much they can do - its rather exasperating and leaves me rather helpless.
I just don't feel that anything is being done to resolve the issue which i'm still paying for.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Yes i understand i do think if TS had more knowledge half the problems would be sorted quicker perhaps they should concentrate on training staff first rather than offering so called free broadband and taking on untrained staff to cope with demand seems the whole thing is a mess it says a lot for a company to put the customers that they rely on last, by what ive seen on all the forums the pc mags and papers its not doing much for Orange's reputation.
Regards
_________________ ex Freeserve/Wanadoo/Orange Blog
just called up the technical help again and had a good old rant. He told me it was being worked on. I said this wasn't good enough - it had been two weeks and I'm told the same thing everyday which was basically nothing. He put me on hold for a minute so he could speak to the engineers and said that they were workign on the problem and I should call back in 24/48 hours and it should be resolved.
I asked him that if the engineer knew the fault would be fixed in 24/48 hours he must know what the problem is and therefore could he tell me. He skirted around the issue and he said the issue was at the exchange although i think he said that because i was pushing him and he would have said anything if he thought it would get me off the phone.
Short of cancelling which I think will cause me more greif judging by comments on this site, is there anything more i can do. I'll writing to OFCOM and ICSTIS once it hits the two week point.
And yes in agreement of what was mentioned above - i'd rather they were just honest with me and say - we've f**** up this network upgrade and just bare with us. be a lot easier than having me repeat the tedious story everyday to be told the engineers are working on it and call back in 24 hours.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
If your not tied in a contract find another provider i thought the same as you and kept putting it off in case it made it worse then i thought why am i paying these people for this crap all i want is an internet connection so i left. 2 weeks later (just a slight problem with BT changing me from LLU back to IPStream) i was up and running with my new provider with no disconnections or problems whatsoever since, and all the time Orange so called TS insisted it was my equipment what bull**** was that.
_________________ ex Freeserve/Wanadoo/Orange Blog
well i emailed Orange based on the post in another forum here - can't see that it will do any good but its done and got an automated response back so at least i know they got it although i doubt anyone will seriously look at it.
Also did my daily call to Orange to be told that the engineers are working on the problem. I said that that wasn't acceptable and i've been without a service for two weeks and am constantly being told the same thing and that it really wasn't good enough. She put me on hold for a while - either she disappeared to make a cup of tea, spoke to her supervisor or genuinely spoek to the engineering dept. - but came back and said they are aware of the problem and i have to wait 48 hours.
I asked what the specific problem was and she wouldn't tell me and she also wouldn't put me through to the engineering dept. I'll be calling ofcom on Monday if it isn't fixed - and i have every confidence that it won't be - and probably cancelling too.
Spyro, if you aren't within the minimum period of twelve months do yourself a big favour and do a runner. Just cancel and go elsewhere, know I would if I could,sadly I've got another 6 months to go unless find another way out. Changing to another isp is going to be nowhere near as frustrating as dealing with the Orange monkeys.
i don't know if i am in a contract to be honest - but if its not resolved by Monday then I am going to make a move to cancel.
Although to be fair, when I called this afternoon the recorded message before i was connected to the call centre did say that they were aware that there was some issues with the service and these are being resolved. That of course could have applied to an outage in Yorkshire so there is no way of knowing what area that message reffered to.
I am now on 23 days later and keep calling Orange just getting the same reply that they are aware and engineers are looking into it - same as Spyro (Just another week + on).
If I want to cancel I can but will incur a cancelation fee and have to pay the remaining 5 months money in a lump some before my line is freed up to use another provider. A word beginning with Bas comes to mind!
But had a thought. Could I cancel my BT phone line. Have a new line installed by BT (keeping the same phone number) and then move over to the 16MB per month Sky package at £10 a month unlimited download cap?
Anyone know if this would work. Then I can just cancel my direct debits, do a runner from Orangatang ass. When they chase me up for the money I will glady see them in court to argue it out and get the papers in at the same time.
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WTF! 'Technical' Support are of no use whatsoever, and to be quite frank, a set of clueless bull****ing b*******! Saying that, I will be phoning them for another nice chat later 
I am under the impression that not one thing is being done, that is if you discount the numerous line tests, and that nothing will be done.
