I have not been able to connect to Organge Wireless for 13 days and have made 9 calls to Orange regarding this problem. I have been fobbed off with numerous excuses about BT running line tests. I was even told the problem was 'guaranteed to be fixed by the following day' only to be told the next day there their own staff had blatantly lied to me. On 22nd Nov I was told a BT engineeer would come out if they couldnt fix the fault by the following day. On the 23rd I was told that wouldn't happen and BT needed more information. How much more information can they need. I spoke to the Orange customer care team to tell them I wanted out of my contract even though the 12 month cotnract isnt complete. I told them they had broken the contract. They said that I could cancel the cotnract but I wouldnt be able to use anotehr service provider for 10 days. It's ridiculous. Now I have to wait for another 48 hours the the Orange Faults team to phone be and give me the latest BT update. It's a ripp off and the staff and nasty.
Just found, and joined, this forum after 9 days of no broadband service. @ light flashes slowly. Phoned tech support and same 'restart' then 'linetest' run around as many other are experiencing. The tech support recorded message now says they recognise many are having internet problems and they are working hard to fix it, what takes nine days to fix?
16 days with no broadband and 11 phone calls to Orange and I decided to dump them. On every call I have been told BT will do another line test, twice they told me an engineer would call out only to be told the next day they wouldn't. The Orange tech team are not helpful at all. When I tried to ask for a manger I was told I couldnt as they were too busy. I spoke to customer care Three times and they told me if I wanted to speak to a supervisor I would have to wait for 20 mins. On the 20th I called them and said I wanted to leave Orange but I still had 6 months of my contract to run and i wasnt going to pay for that, he said fine but it would take 10 days for my MAC code to come through then at least another 5 before I could sign up with somebody else. I said I would think about it and they could continue to get my line fixed otherwise I definatley would leave. Everyday since then I phoned back and got told the same thing BT were running yet another line test. On Saturday I called back and got a very unhelpful Indian guy who wouldnt let me speak to a manager and wouldnt put me through to customer care. I phoned back to customer care and spoke to a guy who said he wouldnt put up with what I have and eventually put me through to the operator that deals with MAC codes. I asked for my MAC code and was told I would get it within two working days. Today the code came through...wow that was fast service, shame they couldnt do that with their technical support. On the email with the MAC code I was told that I WOULD have to pay my remaining 6 months. I emailed back to say no way and listed all the problems but they emailed back to say I MUST pay. Well I won't be paying anything and will write to their Customer Complant as well as Computer Active who ran an article last week on the worst service provider and yes you can imagine....it was Orange. I advise anyone having problems to get out of Orange now.
Vanda, Which email adress are you using to communicate with Orange? I have been off service for two weeks now and last night tech support said that I should ring back today for an update to the line test result. When I asked what would happen if there was no update I was told they wouldn't ( not couldn't) tell me. I consider that the contract between Orange and me has been frustrated by them. I shall serve notice to them that if the broadband is not restored within a reasonable time (say 21 days) then the contract is terminated and they will receive no more money. Can I sugget you may want to do the same, that way, if they do chase you for money you can legitimately show that you gave them every opportunity to fullfill their side of the contract and you only stopped paying when they were not delivering.
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