I was looking on the ' change your package page ' on Orange and I was on a package that is no longer listed;
Your current broadband package is:Broadband at £22.99 fastest speed 6GB cap
You can change to:
Broadband Plus (Up to 8 Meg speed, 2 GB download guidance, including Wireless & Talk, £17.99 a month)
Broadband Max (Up to 8 Meg speed, unlimited downloads with fair use policy, including Wireless & Talk, £27.99 a month)
I was just wondering if the problem was due to the package I was on - that was all. I've begun thinking of the most ridiculous reasons as to why the line might have disappeared
It's really quite sad the amount of time i'm thinking about this !
I think it is when we have been auto upgraded to the 8mb, the problems started.
Our phone lines can't handle it so the system drops out and we lose the connection all together.
Orange then do nothing to fix the "upgrade".
I am now on 4 weeks without broadband, on my 19th call to Orange and been told yet again a fault has been found on the line and has been reported (We knew that 3 weeks ago - fix the bl**dy problem or put me back to 2mb, at least that worked).
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Amazes me why when that happens they dont automatically regrade your line back like most ISP's do instead of leaving people with no broadband for weeks on end probably cos they ain't got a clue.
Regards
_________________ ex Freeserve/Wanadoo/Orange Blog
Right, I'll spare you the details of my last two calls, suffice to say I'm now rattling off what's already happened before being asked, refusing any more bulls*** advice and demanding to speak to a supervisor. Got no further with the fault and still have no connection....but, for the third time, after much prodding, a supervisor stated that if still no BB connection after 6 weeks and all diagnostics have been tried can cancel without penalty Apparently this is an internal policy and is not in the terms and conditions (I'll be checking the legality of this). Couldn't get them to send me it in writing, though I do have something similar in an e-mail, and needs to be requested from head office , which I'll be sending along with my complaint letter. Only another 4 weeks to go, or less if I find that the policy isn't legal.
I signed up with Wanadoo but it is now Orange. Should I have signed another agreement with Orange. If not am I still bound by Orange conditions even though I only signed with Wanadoo.
I am looking for any way I can get away from them I can as I want my broadband back and will get it from someone who can provide it.
Now done 20 phone calls, spoken to 4 supervisors, had the error exculated 3 times!, written 2 complaint letters, registered two complaints with Ofcom, no PPP Server for 4 weeks = getting nowhere.
I signed up with Wanadoo but it is now Orange. Should I have signed another agreement with Orange. If not am I still bound by Orange conditions even though I only signed with Wanadoo.
Before Wanadoo became Orange they changed the terms and conditions to allow for this change along with a few other additions/alterations. By continuing with the service after the change without informing them you refuse the changes it's considered you accept them.
Technically that is a way out of the contract if they change the terms and conditions again. There'll probably be some sort of change like that when they introduce new services in the future like the One Phone system or TV over IP but when is another question.
So having no confidence whatsoever that someone would call me back today as arranged on Monday when I called to cancel - and being curious whether the details of my line fault have been updated I called Orange. I went through to the customer support area and asked to be put through to the cancellations dept. to speak to the same guy i spoke to on Monday ( David Charity ).
As they were putting me through the phone cut off
So i called back and the next guy i spoke to said instead that he would put me through to the escalation dept. Waited on hold for a while and he came back saying that he would speak to his manager to ensure i got a callback. He wouldn't actually put me through.
So i still don't know what the problem is and they won't put me through to the escalation dept and i'll eat my hat if i get a callback.
All the while I'm waiting for my MAC code that i requested on Monday. How long does it usually take to get ?
called up Orange to find out why I hadn't recieved my MAC code which i ordered on Monday.
When i requested the MAC code, the guy in the cancellations dept also arranged for me to have a technical callback. The thinking was that if i got the callback and it solved my issue then great and if not I would move with the code provided.
Turns out that they apparently can't do both - request a MAC code and do a callback - so my MAC code hasn't been ordered at all.
The guy in Cancellations - James Charity - lied to me, when i called yesterday to ask where my MAC code was and the guy said you should get it later today, he lied and i've been lied to by everyone I've spoken to at Orange. So I then spoke to Leeroy ( ext 2703 ) in Cancellations and requested a complete cancellation of the line. I'm clearly not going to get the MAC code and even if i did get it would probably be a duff one. Apart from anything else i guess doing a complete cancellation gives me a bit more freedom of who i move to. They said it would take 10 days btu is it generally quicker ?
Never have i experianced ineptitude on this scale though - its astounding...
I am awaiting a MAC code after several weeks of trying. I complained to ISPA and Ofcom, who passed on the complaint to Orange. I have now been promised a MAC code which I should receive in the post within 3 days.
I have been promised the same at least 3 times in the past 3 weeks. Maybe this time it will arrive ;-(
I wonder if they (Orange), have received and read this letter from BT, reference LLU MAC Codes?
My complaints to ISPA and OFCOM have paid off! When my MAC code didn't arrive AGAIN, I escalated my ISPA complaint to CISAS. I have now received a phone call, yes, a phone call, from Orange.
A lot of apologising went on, also admitting that their operatives have no right to refuse a MAC when asked for one. He actually read out my MAC code to me over the phone, and I am now in the process of migrating from Orange.
So, if you want to migrate and not cancel, which incurs a £40 plus fee for setting up with your new ISP, complain like hell if they refuse you a code!
P.S. This IS for a LLU MAC code, so don't listen to any excuses that they can't issue codes for LLU customers.
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Apparently this is an internal policy and is not in the terms and conditions (I'll be checking the legality of this). Couldn't get them to send me it in writing, though I do have something similar in an e-mail, and needs to be requested from head office 
, which I'll be sending along with my complaint letter. Only another 4 weeks to go, or less if I find that the policy isn't legal.
