I have now been without a service since the national outage on 15th October - that is 11-AND-A-HALF WEEKS. I have called back more times than I remember and am stunned at the utter lack of knowledge, professionalism and problem-solving capabilities of Orange staff. Not their fault, of course - they evidently haven't been trained properly.
If you are reading this before considering signing up, DON'T DO IT. Orange are appalling. They just don't care. I have wasted £25 plus and hours and hours on the phone, most of it on hold, usually to be told that I need another line test when 5 line tests have already told us there is a fault on the line. The latest is that Orange HQ have been handed my case and "for some reason they haven't replied since 5th December. Can you call back in 48 hours." Anyone familiar with this??? It is impossible to guess whether their service level is 48 hours or 5 days. No two support people tell you the same thing. Don't bother with 'Customer Complaints' either as they don't even sound bothered or apologise, and just blame BT or Alcatel.
You will be hard-pressed to encounter such bad customer service in this country in this day and age. If you are reading this, Orange management, you and France Telecom have some serious problems coming your way unless you sort this mess out. £17.99 a month isn't even cheap.
Don't let them hold and rob you like this PM.
If you're not in a contract still then just ring and cancel, also stop your direct debit.
Waiting for them to fix it or asking for a MAC code is just a vicious circle of lies by a company who don't care about their customers in the slightest.
I moved from the robbers Orange to Idnet 5 months ago in this way nad have never looked back since.
You're quite right. I'm waiting for a response to a letter of complaint just to see what they have to say for themselves but won't hold my breath.
My line was upgraded to 8Mb but has now been downgraded to 5Mb (or so 2 people have told me, versus 1 person saying it hasn't, so in typical Orange style I have to go with the majority's statement being potentially less wrong than the minority's one).
Anyone else been promised callbacks and then been told there is no record whatsover of one being promised? (This usually happens with the Indian call centre - "I can certainly help you with that"(!!!))
I went through the supposed line tests, no call backs as promised, wrote a letter to head office recorded deleivery and no response.
Honestly PM it's a real waste of time, they just take your money and do nothing else.
Do yourself a huge favour and go to a real ISP.
Anyone else been promised callbacks and then been told there is no record whatsover of one being promised? (This usually happens with the Indian call centre - "I can certainly help you with that"(!!!))
PM
You've done well in even getting them to agree to call you back, I had to put in a complaint before I could get a callback. First callback said'We've fixed the line fault'. No you haven't, I replied.
The following weekk (after more calls from myself to Orange) I got the same call telling me they'd fixed the problem, though they hadn't. I was told to download the latest drivers and they'd ring me back the following day, which they didn't. Left it another couple of days before ringing customer services to complain and was told that someone had phoned me but received no answer. I explained that I had been at home all day waiting for the call but even if I'd missed it they should have left a message. Was told that the log file said that no option was given to leave a message, total b*llox, I have BT message service.
Do what I and many others have done by moving to another ISP, you'll save yourself alot of frustration.
Anyone else been promised callbacks and then been told there is no record whatsover of one being promised? (This usually happens with the Indian call centre - "I can certainly help you with that"(!!!))
PM
You've done well in even getting them to agree to call you back, I had to put in a complaint before I could get a callback. First callback said'We've fixed the line fault'. No you haven't, I replied.
The following weekk (after more calls from myself to Orange) I got the same call telling me they'd fixed the problem, though they hadn't. I was told to download the latest drivers and they'd ring me back the following day, which they didn't. Left it another couple of days before ringing customer services to complain and was told that someone had phoned me but received no answer. I explained that I had been at home all day waiting for the call but even if I'd missed it they should have left a message. Was told that the log file said that no option was given to leave a message, total b*llox, I have BT message service.
Do what I and many others have done by moving to another ISP, you'll save yourself alot of frustration.
Good plan... it reduces the contention ratio for us happy with the Orange data service
Good plan... it reduces the contention ratio for us happy with the Orange data service Wink
Well i just hope you dont experience any problems with Orange
Oh, i have... but thats another story
Quote:
Thank you for your email.
According to our records you called in regarding your Talk problem. Our
helpline have re escalated the problem and aim to have a resolution in 5
working days time.
I have now been without a service since the national outage on 15th October - that is 11-AND-A-HALF WEEKS. I have called back more times than I remember and am stunned at the utter lack of knowledge, professionalism and problem-solving capabilities of Orange staff. Not their fault, of course - they evidently haven't been trained properly
Precisely it!
I tried to get my broadband connected 3 weeks after the outage and they are still fobbing me off, making up very tall stories and stunning me with their complete lack of training, skill or technical knowledge - generally they have been quite pleasant and have tried to help - shame they don't KNOW WHAT TO TELL ME BECAUSE NO-ONE HAS BLOODY WELL TOLD THEM!!!!!
I am so so so fed up!
My first post. Trying to figure out if I'm an impatient freak or not but finding this website. I'm clearly not!
PM's situation sounds all too familiar even though I've had no broadband for a week now. Heard all their silly little excuses and their 'oh I understand your pain' line. Had my partner distract the poor call centre person from reading her 'dealing in customer service for dummies' flow chart and tried to get a call back. I guess I am now waiting in vain aren't I?
So. I tried to call..suprise, suprise. I can't get through...
Anyone cancelled before their contract term ends without paying that large sum of money they want us to pay for a 'wonderful broadband service'?
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It's the little touches that make all the difference 
