Still no connection the only thing i see working for Orange is the lies that tech surport give out just to get you off the line.
Ive been told now there is a fault on the line and the engineers are working day & night to fix it i have to call back at more cost to myself at 6pm tonight and promised i will be able to connect to the internet then.
i was told the same thing on saturday, total joke of a sevice provider ive given up on them and cant be botherd to deal with these jokers anymore if my net is working tonight i will run round my street with my arse on show (thats the amount of faith i have on Orange).
please all who come on here steer clear of this isp & mobile phone company dont give them any more of your money I try and do my bit by telling everyone who thinks of joining Orange broadband or mobile network to stay away, i dream of the day i see Orange going bust.
Finally a reply from Customer Services (below)..... I just cannot believe it! They are trying to get me make more phone calls to them!!! Why don't they just call me (like I asked for)??? ...And there is absolutely no mention of compensation, nor an apology... How can service possibly be this appaling!!???
Email from Orange in response to a very long letter from a very unsatisfied customer:
"Thank you for your email.
We will be glad to assist you.
As per our records the line test which was closed by the escalation team as they had no contact from your end.
We would request you to contact our Broadband Technical Support Team on the number 0870 010 2462 options 1-5-4-1(Line open from 7am– 11pm, 7 days a week,calls are charged at National rates).
If you have any further queries then please do not hesitate to get in contact with us again.
Kind Regards,
Neil
Broadband Support"
I have had issues with Orange from pretty much day 1.
I joined them in february of this year and the troubles have been no end. Initally I had to complain about my poor speeds as I was getting around 45KBps on my 8mb service.
After 3 months of mithering to them my speeds increased to 4MB even tho it was tested on sign up to say my could handle between 6/8MB. I then had several issues with the nice ppl in CUST CARE as they have my bank details they saw fit to just take DDebit whenever they felt like it causing me to inccur hundreds of £££'s in bank charges of which I am now having to go thru court to claim back.
Over the last couple of months I have had a constant interuption in my service as my Livebox aka ****box has been rebooting itself pretty much every nite causing me to lose connection and unsave work on webpages.
Having complained several times to TECH/SPAK SUPPORT they came up with the idea that it was a faulty power pack and before they would send me out a new livebox they have the trial & error process (fob off process) in which they send out a new power pak and only after that if the problem is still there will they send out a new livebox which is fair i suppose but since we are paying for the hire agreement within the cost of the subscription it should be straight fwd replacement correct? WRONG. Orange DID send out a power pack for me and a return to sender envelope for the "FAULTY" to be returned or they would charge me ! CHEEK.
Anyway, the problem wasnt solved, it was infact worse as it was now effecting service upto 3 times a day. I percivered with it but then I get an email stating SPEED UPGRADES were scheduled for sometime in the last week of Aug 07 then I got a similar one @ beginning of Sept then around the 15th Sep I got a confirmation email stating my line has been upgraded.. YAY 4 ME !!!! NOT
18TH SEP: PPP SERVER DOWN
19TH SEP: PPP SERVER DOWN
20TH SEP: PPP SERVER DOWN
21ST SEP: PPP SERVER DOWN
22ND SEP: PPP SERVER DOWN
23RD SEP: PPP SERVER DOWN
24TH SEP: PPP SERVER DOWN
Despite over 20 calls and around £20 in call costs between Cust Serv / Tech Support I am no closer to being back online. Hanving carried out 5 YES 5 LINE TESTS, 12 factory resets of my equiptment and hours our frustrated arguements with them I am still not online. The "wonderful ppl" @ Cust service have given me a free month G.W.G but state the issue is ongoing and have to give them upto 30 days to fix.
I asked to canx my account but since i am still in contract they advised initially £349 to pull out early but then spking to a supervisor had it lowered to just £79 which I still do not agree with. In all fairness I signed a contract to have a service provider ! but they claim " cannot ensure a fault free service" which is a nice little way of gettin out of it.
Is anyone STILL having this issue as Orange claim 30% of Customers are suffering btw I am from St. helens in Merseyside...
Joined: 24 Aug 2007Posts: 18Location: Gateshead, Tyne & Wear
well, i got home this evening and my internet was up and running through my ISP (fast.co.uk)
however i did get a call this avo from Orange asking why i had cancelled my direct debit
they also said my account would be active until the MAC code had been used (understandable), and they put me on hold - returning to say that my new ISP hadn't made an appointment with BT at the exchange (attempted snidey swipe at my new ISP I guess). funny how it was working this evening though!
Just to update you all. I am still without my service and since i last posted i have had the hassle of speaking to several supervisors all of which have lied to me about timescales.
I have reported the matter to BT directly and they say there is nothing wrong @ the exchange so they should not proceed to continue with "LINE TESTS" i have been told by a supervisor @ orange that they have had to escalate upto 2nd line dept but refuse to give me contact details. They claimed it would be a 24 hour turn around for that dept to investigate and call be back.. that was on wed. Yesterday i allowed them 24 hours to call but no such luck.. dont even know y i bothered to wait.
I bit the bullet and called them back only to be told that i should not have been informed 24 hours as the proceedure is a 5 WORKING DAY process. Explains how even Supervisors give us the fob off !
I have been passed around pillar to post more than i care to mention, i have been abrupt and straight to the point but still no closer to getting back up. They claimed that as per 18th sept they set me up with a new provider/server to increase speed but in fact it turns out that i was actually moved to the new server as from sept 13th and the reprovisioning was completed on sept 18th.. Coincidence is that i havent been able to get online since 18th sept.... hmmm
I have now written a 5 page complaint to Orange HEAD OFFICE, OFCOM & BBC'S WATCHDOG.
I will keep you all updated with the replies if i get any
This takes the biscuit:
Despite being back online I decided to write and complain about the appaling treatment during the time we were without internet connection.
I wrote to the CEO: 'olaf.swantee@orange-ftgroup.com' and explained what had happened - CLearly stating that we were now back online!...
Next thing I know I get a message from an Ian Sunderland who has been passed my case by the CEO and he has therefore taken it upon himself to 'make changes to the line so that we can get back online again'!!! BUT WE WERE ONLINE - AND WORKING FINE! Now we seem to have a reduced connection speed and trouble uploading files!
How ironic is that!?
...And still no-one will address the issue of compensation!
like everyone else, i've had problems with Orange broadband and it's staff.
i've not had broadband for 35days!? and i still cannot cancel my contract without paying the cancellation fee because 'I dont have authorisation of the technical staff because they haven't found a problem' .. havne't found a problem due to them not actually doing anything.
i've had numerous line tests done only to be told that their line test tool was 'generating a wrong account number' which caused a 'mismatch of numbers' this took a whole 20mins to understand what the bloke was saying. why don't they just employ ENGLISH SPEAKING staff.
i asked how their 'tool' could do this and i didnt get an answer he just went back to saying it's been 'escalated' and i have to wait 5days. i've been waiting for 5days for about 5 weeks now.
one agent even admitted it was a 'breach of contract' but i could still not cancel my account without paying the charge. seeing i need the net for work i can't afford the £300+ cancellation fee.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Thats appalling unles you report them they will carry on fobbing you off, fill in an online complaint form Here with the ISPA and details of everything.
Good Luck
_________________ ex Freeserve/Wanadoo/Orange Blog
Joined: 24 Aug 2007Posts: 18Location: Gateshead, Tyne & Wear
1978 wrote:
i got a letter today saying that if they don't receive a payment from me they will close my account and take legal action?????
despite me being released at no charge 7 or 8 weeks ago (18th September), and up and running with fast.co.uk a week later.
absolutely baffled and fuming, currently on the phone to them now.... on hold.
was told they will be calling me back on Friday. have had a few minutes to calm down, and have decided I will get this sorted once and for all tomorrow.
I simply cannot believe how poor the service is - how can a company like this survive?
I am going to escalate this to the correct authorities too.
edit: and for the record, my connection with fast.co.uk hasn't been down once in 6 or 7 weeks.
Joined: 24 Aug 2007Posts: 18Location: Gateshead, Tyne & Wear
rang them this morning again and have requested in writing details of my account closure with no cancellation charge. the very same thing i requested 7 weeks ago but was told they couldn't do.
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i have to call back at more cost to myself at 6pm tonight and promised i will be able to connect to the internet then.
