Spyro I already called Ofcom at the start of this week to register the complaint and they advised I have to send Orange a recorded delivery complaint and give then "Reasonable" time to reply. Reasonable was defined as more than a week. So not of much help really.
how dispiriting - there doesn't really appear to be very much you can do ( although i'm sure you dont need em to tell you that ! )
If the service isn't up by Monday and i'm locked in a contract I guess i'll do a recorded delivery letter to Orange on monday.....otherwise i'm going to cancel.
I'm back on dial-up ffs. Spyro, that message about knowing there's aproblem was on there at least a week and a half ago so don't think anythings changed. As for canceling, I was told by someone in India that 6 weeks without bb connection due to technical fault not correctd by Orange and can cancael without penalty. I'd dispute the validity of this as don't think any of them know what they're talking about.
I have a question, I tried to phone again this morning after sitting on hold for some time last night. All I get today is the initial automated messages and then cut off. Has anyone been able to get through in the last couple of days? Or has the problem become so large their phone system can't handle it? I bloody hope Orange comes apart at the seams, a pain in the arse for all concerned but ultimately the best thing for civilization as we know it.
When I complained I have not progressed in Three weeks since losing my broadband. She suggested it might be worth me canceling the fault as unresolved and starting a new one as it may be stuck in the system!!!!
Yeah like I was going to start all over again after waiting for over Three weeks. I don't trust them no doubt they would denigh the original one existed when it comes for compensation.
Okay, so I finally got through to them, again. I told them to read my notes and asked a couple of questions. Wasn't asked to do any more silly tests.
q. What exactly is the problem?
a. LLU has been causing problems since January and London is particularly bad. (Okay, already guessed that this was the problem)
q. How long will it take to be resolved?
a. Can't give a time but a refund will be given for any downtime... when the connection is back on.(knew this already)
q. I was told by customer services that if still down after 6 weeks because of fault not fixed by Orange I can legally cancel without penalty. is that correct?
Operative got a bit cagey and stated would get in trouble answering the question if conversation was being recorded Crux of it was that yes it is possible after 6 weeks of no service and is in the small print in terms and conditions, one of her collegues had found it but couldn't remember exactly where This is the second time I've been told this so possibly true, though I can't find a rerfence to it in the terms. Be grateful if someone else could have a look to make sure I've not missed it.
As Orange do know what the problem is it would have been far better for them to be straight with me on my first phone call than buggering me about for call after call. If your broadband is down due to a ppp error the problem will not be solved by phoning tech support over and over again, call once and register the fault. It's a pain if you can't immediately cancel but if Orange were straight with people on the first call I expect there'd be far fewer angry customers. Just accept resposibility and tell it like it is.
I have made this point a number of times on this forum and to the management as well.... Trouble is that, they want to bury their heads in the sand!!!!!!!!!
well i had a reply to a mail i sent Orange that says ;
Dear Sir / Madam,
Thank you for your email.
Unfortunately, your problem sounds too complex to resolve via email.
Please call our support team and ask for the installation team who
should be able to update you. If you require further assistance, please
send a reply or call our 24 hour support team on 0870 010 2462.
If you have any further queries then please do not hesitate to get in
contact with us again.
Kind Regards
Broadband Support
REF:WOOBB
Broadband Support: 0870 010 2462, lines are open 24 hours a day, seven
days a week (calls charged at national rate)
I don't really understand what that means but regardless I'm going to cancel Orange today. Will update you once i've given them a call.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Your in a no win situation whatever you do you have to pay premium rates to talk to them what a rip off i would leave ASAP go to a decent ISP who actually give support. IDNet do free customer support although you wont need them because their network works 1 month contract unlimited email addresses 1 static IP address if you want one and they accept LLU MACs although they don't do talk, also Zen Xifos Nildram and Newnet have good reputations .
Good Luck spyro in resolving this
Regards
_________________ ex Freeserve/Wanadoo/Orange Blog
thanks for your reply - all things being well i was thinking of going with someone more established like pipex ( couple of people in my office have good things to say about them ) or even BT.
ok - so just spoke to James Charity in the cancellations dept.
He has offered me a month free - which is effectively two weeks since thats how long i've been without a service and he also said that they should have more information on Wednesday as to why my connection has dropped ie whats wrong with my line.
In the meantime I have requested my MAC code which apparently takes 5 days to get to me. So I said to James that if someone calls me back on wednesday with a plausible explanation as to why the connection has dropped and what they are going to do to fix it then i'll think about not cancelling.
If however they don't contact me by Friday ( ie by the time i get my MAC code ) then I'm moving. So its up to them how much they want to keep me which by all accounts isn't very much.
So we'll see and I'll update you all accordingly !!
Just a thought.....presume this has nothing to do with the Broadband package I'm on ? I'm on a package called ' Broadband ' I don't need to move to Broadband Max or Plus do I ? ( do you think ? )
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Crux of it was that yes it is possible after 6 weeks of no service and is in the small print in terms and conditions, one of her collegues had found it but couldn't remember exactly where 
This is the second time I've been told this so possibly true, though I can't find a rerfence to it in the terms. Be grateful if someone else could have a look to make sure I've not missed it.
