Hi, I've registered on here using a struggling connection just in order to save a few sane people, becoming crazy and frustrated for 12months upon signing with Orange Broadbad service.
I started with Freeserve in 2000, enjoying a lovely fast reliable 512k connection, in 2005 I then went onto a 2mb connection, again great stuff, I didn't need to have an extremely fast connection, so it was all good.
HOWEVER, the day that Orange took over Wanadoo is the day our relationship went downhill. Connection was good, not great, but noticeably slower and occasionaly struggling with pages loading.
But, my 2mb connection since 9th November was near enough slower then a 1996 56k connection. Pages were terrible at loading, everything was, various speed tests would take an age to complete, with the result being a shocking 15K and 0.5k result
I contacted "technical support" who read the same lines of text out to you everytime, and they basically went through stuff like, empyting temp internet files, reseting your connection (basically TCP) - and a whole load of other pointless stuff. In the end they wanted to test my line, I said how there was nothing ever wrong with my line (no extension leads either) - but they still tested it and told me to phone back in 8 hours. I told the guy that my Speedtouch USB modem was out of date, and that it could not handle above 2mb+ - he did not listen and insisted on a line test.
I got fed up after 10mins assessing the situation and contacted Orange to cancel - I then actually spoke to an English guy based in Middlesbrough, very helpful guy who spoke one-2-one with you, he immediately said "I KNOW WHAT THE PROBLEM IS" - he then proceeded to mention that my Modem was out of date, and that I need a Livebox. I said this is what I was saying to your indian call centre, and a line test was needed - he even said himself "no no no there's no need for that, you just need a new modem". So fine I got sent a livebox in the hope everything would be fine.
My livebox turned up last Friday, my now Orange BROADBAND MAX package has been active since November 9 I found out from the guy in Middlesbrough. Yes, the very same day I mentioned earlier when I experienced these mega slow problems. A free upgrade I was given from 2mb to 8mb.
Anyway long story short, my livebox has made no difference at all. I'm as slow as I was before, I phoned up tech support, but the indian call centre guy just goes through the usual "empty this, reset that" text book talk. And yes you guessed it, none of it helped. He then said that I needed my line tested, I just laughed and said this was already done like last week! He then paused for about 10 seconds (wondered if he cut me off) - to which he then managed to think of something else "ok let's reset internet explorer again" - I just said don't worry about it, I will contact your England office and cancel this.
So I rang up for cancellation (option 1 and 4) - the guy in Middlesbrough was extremely fed up. When providing my password correctly he replied with "YEP.............what do you want" - haha I just thought this guy does not want to work at this place, their customers don't want to be with them, it's definetely time to leave this company who have grown way too big and forgotten about their customers (typical of big companies)
I then spoke to a customer care guy, who really did not care, and said that my MAC code would be sent to me within 48 hours. Judging by peoples messages on here, I hope this code does arrive in 2 days, without me having to keep chasing them up for it.
I really cannot wait to get rid of Orange Broadband, I had hopes and gave so much loyalty, but they have grown too big which has degraded their overall quality.
Sorry if this was long, just recapping on events in detail over the past 2-3 weeks.
I also started with Freeserve in 2000 and had many years of rock solid 512k connection (don't remember ever having to call the Customer Centre until recently) costing the princely sum of £27.99.
Now gone up to 8 Megs but since 4 November speed has dropped to 100k bits per second (thanks Orange for the truly nostalgic feeling!).
I've received a few calls asking if everything is now ok - which was nice.
Giving them until Friday to fix the problems otherwise I'm off.
I got a real sense of deja-vu reading the above. The same views are being expressed repeatedly in other posts on the message board.
Like other long standing customers; first with Freeserve, then with Wanadoo and now with Orange I am unhappy with the service currently provided.
Dismal broadband speeds, at times comparing unfavourably with dial-up, seem to be the main issue. If Orange want to retain customer loyalty, service reliability will need to improve. Otherwise more of us will be searching for new ISPs.
I completely agree. Ive been a customer for 3 years but then since a couple of weeks ago the broadband speed is laughable. Oh well, Ive got my MAC code and Im off. This service is pathetic.
Been with them 5 years nearly, since they upgraded me to 8mb and became Orange everything went downhill.I asked for a MAC code few days ago to be emailed to me, guess what?they cut me off so i can't even receive it! luckily my bro has broadband too.Going to try BE unlimited myself.
well today I've just requested it to be completely cancelled, and not to bother with a MAC code.
Just to let anyone know, if you are on an LLU connection it can take upto 10 working days to fully remove according to Orange. I spoke to BT as well who can check the line status: They can be contacted on 0800 169 0934 - and can tell you what is left on the line.
I too want to join BE Internet, but I cannot until the LLU has been removed, as they do not accept LLU MAC codes. So worth checking that Dan.
I'm moving house anyway next month, so I may as well stay internetless until then really. Not worth paying a setup fee, then be connected after 3 weeks, then have it moved to the new address with another admin charge.
Joined: 22 Nov 2006Posts: 11Location: Liverpool, UK
Same story with me Started out with Freeserve, back in 2000 - Great service on a 56k dial-up pay as you go connection. As I recall, that old modem worked faster than the Livebox most of the time. I went on to sign up for the Anytime service. Still without problems. Eventually Freeserve became Wanadoo, and they got my order for a 512k broadband service. For the princely sum of £80 they sent me a shiny brand-new Alcatel, Speedtouch. Everything worked fine - until . . .
Orange took over.
Like a fool, I was taken in by their offer of a faster connection speed, for less money and a free Livebox !!. A few months ago, I took delivery of this hideous device. And well, everything went from bad to worse. Loss of connection, for hours, days even. Blinking lights all the time. They promised up to 8mB, but the most I have ever got was about 6mB for a few minutes. And I am STILL waiting for my Email with my Wireless Talk information. Don't get me started on Email. 1500 + junkmails a day ?
Guess you folks have heard it all before.
Thinking about it now, I should have known better. My experience with Orange as a Mobile Phone service provider was the same. Calls going straight through to VoiceMail - the phone didn't even ring. The Voice Mail alert could take hours to get through. So I missed some very important calls, thanks to this wonderful company.
Regrets ? I've had a few . . . Getting involved with Orange must be one of my biggest regrets, to date.
_________________ Mr Neelix690
Don't Sit Under The Orange Tree,
Better Choose Another I.S.P.
I thought it was just me, obviously not. Same story here (Ryan by the look of it you live in Walthamstow - as do I). I've been with Freeserve/Wanadoo for years - can't remember exactly how long tbh, I've had Three weeks of dropped lines, virtually zero bandwidth during the day and barely better than dialup at ungodly hours like 3 in the morning - this is not what Broadband is meant to be about! As for their customer support, what customer support is that then?
So Ryan you think i should sign up with BE from scratch? 4-5 days now, no MAC code or adsl line, worst treatment i've ever had from a company.Give back freeserve.I have good faith in BE though judging from their reviews from users plus i asked about my line via email to them and same day i got a reply back about it saying it'll go 15mb/1.25mb speed which is very very nice.
very interesting! Yeah I'm in Walthamstow (hence the post code) - Foresters Drive to be precise just off Whipps Cross roundabout - then again I think we would more then likely be using the same exchange.
I've still got my Orange connection active at present, just barely using it's awesome 0.1meg connection until I get disconnected. No speed improvement, so I'm glad I cancelled the day I got my livebox.
If your not too bothered about having no internet for a short period of time, I would suggest simpyl cancelling the whole thing, rather then request a MAC code. Otherwise if your on LLU you will only get a MAC CODE for an LLU connection - which BE will not accept. By cancelling it completely, orange broadband has been removed from my line, and the LLU will take upto 10 days to be removed. That way I have no worries about who I connect with, LLU or not.
When/if you cancel ust a thought - if you are paying on your credit card watch your statements very carefully to make sure they don't keep charging you.
I've recently changed to Direct Debit on my Bank Acc. The advantage is that I control payments as I can cancel them.Apparently authorised debits on a credit card can be a b.....d to stop as some people on other forums will testify!!
_________________ Formerly Orange and sad
Now PlusNet and glad!!
Regards Dave
Joined: 15 Nov 2006Posts: 9Location: Hertfordshire
Me too. I've had all the same problems as Ryan and others and have been feeling quite smug that I finally got a MAC code out of Orange and my contract cancelled without penalty, despite having another 6 months or so to go.
However....there's a sting in the tail. I signed up with BT, attracted to the prospect of professional support and some fancy options including 250 free wifi minutes per month. I patiently waited 10 days for the line to activated and then...nothing. After a couple of days of dealing with a familairly useless Indian call centre it has been alleged that the MAC code Orange provided was incorrect and it will take BT another 2 weeks to activate my line. I have no idea if this is correct but it has a kind of ring of truth around it. This is Orange reaching out from their grave!
blimee looks like the whole of Walthamstow has had this problem then - I will be cancelling my direct debit once I get home from work, I think I've already paid upto the 25th of this month, so there should be no need for them to debit after that date.
I wrote a letter of complaint to them as well, similar wording to my first post here, advising that they have either simply grown too big for themselves rushing into new technology too soon without testing, or they simply do not care about existing customers, let alone long term ones. Typical of any company becoming very large.
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Started out with Freeserve, back in 2000 - Great service on a 56k dial-up pay as you go connection. As I recall, that old modem worked faster than the Livebox most of the time. I went on to sign up for the Anytime service. Still without problems. Eventually Freeserve became Wanadoo, and they got my order for a 512k broadband service. For the princely sum of £80 they sent me a shiny brand-new Alcatel, Speedtouch. Everything worked fine - until . . .
