After being 10+ weeks without broadband I now have it back (although at 1.5mb instead of the intended 8mb. But hey I will put up with that until the 12 months contract finishes and I can go to a decent provider).
So I get a letter saying email Orange to arrange a time when they can phone me back to talk about compensation (they will phone with 3 hours of the time I provide).
I email them to the address shown in the text of the letter stating phone me back in a weeks time on Friday at 6.30pm.
I get a stupid email back stating
"Thank you for your email.
Unfortunately, as this e-mail address is for the purpose of offer
acceptance only, we are unable to deal with your query at this time.
As advised, please reply to the Rotherham address in your letter for
consideration of downtime.
Best regards, Anne
Customer Support
Orange Internet "
To which I reply telling them to read their own letter and note that I replied to the email address they gave me. If the person reading the email can't deal with it then get someone who can and I expect the phone call on Friday at 6.30pm.
I got a reply saying I would get a call on the Friday - but no apology.
On Friday at 6.30pm on the dot I got a call from Orange. After picking myself up off the floor in shock and amazment that they had phoned me back and at the right time, I got talking to the guy.
Then found out he had phoned to tell me that they had been doing tidying up at the exchange and I should get my connection back soon. What! I had already got it back and wanted compensation for the 10weeks down.
He said that was not the message he had on his screen but that it was a service call.
After explaining I had been down 10 weeks, made over 50 calls to Orange, written 3 recorded delivery letters, had a large bill for having to use pay per minute dial up and lost use of the data storage site I pay for monthly for 2 months he could agree they had not provided good service.
He offered me 3 months free broadband. I was not impressed. He then upped it to four. I asked about the other £150 or so I was out of pocket and 3 full days of my life I had lost on the phone to them.
He then said I should write to customer services with a copy of the phone bill and they would usually pay a third of it back. Also I should have used their free dial up broadband! I have never been offered this. What! no f'n way am I settling for so little. I am very much out of pocket for no fault of mine.
I eventually accepted the four months free on the understanding that was not the end of the matter and I would pursue the rest with Orange.
So it goes on and on, the Orangatangs at Orange are as crap as ever. Can't wait until next March when I can change to a decent provider.
Has anyone else got compensation back? how much and how long were you down for?
" Also I should have used their free dial up broadband! I have never been offered this. "
Shows how much he knows how can you have DIAL UP BROADBAND ,it's either dial up or broadband !
Bet you are glad you weren't offered it.
I went through 6 months of **** *** **** , enter your own expletives! before finaly jumping ship, and near the end read somewhere about the free dial up.
Oh good I thought , I'll have some of this, saves watching the mins clock up on the phone bill.
Phoned Orange, spent 42 mins going from one CSA to another, different departments, supervisors all who appeared to know less about Orange than me. Nothing new here !
Got someone who knew what I wanted, agreed I had c**p service and started to organise the free dialup, they asked me for bank details etc ?? but you have my details for my broadband says I , I just want the temp free dial up.
Ahhh she says, what you have to do is sign up for a NEW DIAL UP ACCOUNT, on D/D & £14.00 per month, then make a note of your payments, then when / if you get broadband back you get in touch with Orange for reimbursement of your dialup costs
You know my reply !
I asked why should I pay £18.00 for non existant broadband + £14.00 for dial up giving a monthly fee of £32.00 for dial up.
Still now away from the shower of **** Orange, getting faultless BB on the same line that they could not sort.
Ps had been with them 8+ years since early Freeserve days, you would think they would try a little harder for loyal customers !
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,it's either dial up or broadband !
going from one CSA to another, different departments, supervisors all who appeared to know less about 
