Since 22nd September 2006 at about 5.30 pm my broadband connection failed. After troubleshooting with the support team on 22nd September, they performed a none conclusive line test. A line test was performed and a report was received by Orange on 3rd October to say that there is a problem with broadband.
After a series of events, such as my support call getting lost in their system for 10 days (this happened the last time broadband failed back in February 2006) and all staff either from support and customer services giving me conflicting information. For example, I spoke to a supervisor called Micheala Jackson in customer services on 25th October, Micheala suggested that she asked support to call me back yesterday at 10 am, I received a call back from support a 6.50 pm yesterday evening. I was told by Florence a supervisor in support yesterday that customer services could not action a call back from the support team and only support could do this. Support are also reluctant to pass you to a supervisor and it was when I told Misha the support person yesterday, that if a supervisor was not on the floor this was illegal, she went and found Florence.
The question I keep asking Orange is, please tell me when I am going to be reconnected to broadband, they cannot answer this simple question.
I spoke to customer services this morning and was told that they couldn't help me and I was also told that it could be a issue with my modem.
I also get annoyed with support because they keep trying to get me to do the usual troubleshooting stuff, each time I phone, they have my call notes infront of them. AGGHHHHHH!!!!
I was told by Florence, the supervisor above yesterday, that I should now wait another 5 working days before I call back because the escalation team won't respond before then.
I now don't believe a word Orange tell me, they don't care that I have been without broadband for 5 weeks today and nearly 6 weeks when it has been suggested that I call them back.
Customer services don't reply to emails and only give a formal response and ask you to contact broadband support or make a comment like the one I have received today from them
"Unfortunately in regards to the information you have provided about what
was offered and the difficulties you have had when you made calls, I can
not really comment on these as I work in the e-mail department"
So what is the point of having a customer services email address customer-service@uk.orange.com when they cannot comment on a customers problem or any issues they have with Orange? Do Orange only employ chocolate teapots?
I was also told by one support person, that I could have a free dial up account with them, they gave me a phone number for this, which was a 50 pence per minute number. I called the number and after the person spent half a minute telling me that the call was costing 50 pence per minute, I was given, what I thought because that was what I asked for, a free dial up account but was told that I needed to activate this number and was given another number to call. I called this number but it was the wrong number so called them back, I was then told by someone else that it was not a free dial up number.
I could continue but my blood pressure is about to hit the roof!
My broadband worked fine with Wanadoo. It was changed to Orange then was down for nearly 5 weeks. After something like 20 calls to Orange, plus recorded delivery letters and complaints to Ofcom it was back on. - For two weeks!!!!
It is now down again and has been for two weeks despite me phoning every other day.
Another recorded delivery complaint letter has been sent but no broadband yet.
I would only recommend Orange to someone i don't like. They are crap
Move on away from this shower of ****e, as soon as you can.
You will be fed at diet of lies, lies and even more lies whilst racking up the phone costs to boost their profits and still be no further on 3 months down the line
The free dial up is another blatant lie. IT IS NOT FREE
What you have to do is sign up to a NEW dial up account @ £14.00 per month, then if, when, you ever get your broadband connection up and running you claim back your dialup costs!!!!
So in effect Orange are saying pay us £xxx for your broadband connection, which due to our crass incompetance you can't use, and on top of this pay us £14.00 per month for dialup.
In other words for most ' punters ' this would mean paying at least £30 + for DIALUP!!!!!
A decent company who had a problem providing service to an existing broadband customer would, could, and should provide emergency dialup as a matter of course NOT AS AN ADDITIONAL FEE
same probs here...5 weeks no answers, no action just bull crap from there not clued up tech support section. They take your £35 per month and run i tell ya. ive had everything tested and swapped and engineer from BT ect ect and Orange still ant got a clue. What a load of kak!!
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