any estimate when I can expect feedback from ISPA or Orange?
They are required to contact you within 5 days. Log another complaint with ISPA asking that it be escalated to Oranges head office.
I had a problem with Orange over getting upgraded to ADSLMax. Kept telling me it was not available at my exchange. Even their CAT department said the same. It took 3 complaints to ISPA before they accepted it was available and put the upgrade request through. The first complaint I logged resulted in cursory email from Tech Support confirming complaint from ISPA and that they were looking into it. Nothing happened. At the moment I would not trust what Orange tell you or any commitments they may make. The have a huge credibilty issue when things are not going right.
No matter what they tell you keep logging complaints with ISPA every 7 days until you get a resolve.
I am currently on my 4th complaint to ISPA with regard to my particular saga with Orange. I'm not entirely sure they have as much clout as people imagine.
I am currently on my 4th complaint to ISPA with regard to my particular saga with Orange. I'm not entirely sure they have as much clout as people imagine.
What response have you had from Orange so far. A more precise account on events since logging the first complaint would be helpful
Well, the first complaint (regarding Oranges' failure to provide a MAC code) was completely ignored by Orange. A subsequent complaint did indeed produce a working MAC code.
Then, despite the fact that I migrated in October and I was given a free month as compo, they (Orange) continued to take money from my debit card. Despite several calls to Customer services this continued on into December.
Unfortunately, they have access to my debit card and so there is little I or the bank can do. To resolve this I have had to have the card blocked and a new one issued (a lot of hassle, thanks Orange..).
So, my 3rd complaint regarding the money they owe me, was ignored too. A 4th complaint has at least resulted in a response from a named person at the ISPA, who has promised to push for a refund- but no response from Orange.
Not sure of the legalities on this subject....but when Tiscali insisted on payment via a debit card instead of Direct Debit, I checked with my bank (HBoS/Halifax) and they assured me that a regular debit card payment was exactly the same as a Direct Debit - if anything goes wrong your bank is obliged to put the money back in your account and take it up with the third party. Unlike Credit card regular payments, where the risk is with the customer. Obvioulsy your bank hasn't told you this, so it may not be right, but I would look it up on a consumer website.
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