This site could be a great help to me & others. This is my first post & it's unfortunately a long story - please read & all advice greatly appreciated:-
No problems with freeserve dial-up. Joined Wanadoo broadband in December 2005 & automatically got 2Mb, great for downloading.
No problems until it September 2006 with Orange / BT.
But on September 21st got line noise sounding like a fax machine.
No internet for 4 weeks – phoned ‘Technical services’ xxx times per week; everyone of them going through the same diagnostics & line tests & phone back in 2 hours or phone back tomorrow because the testing equipment is down etc, etc, etc.
For the last 4 weeks I’ve been phoning the Escalation department. All they do is phone BT and ask for another line test – all of them either OK or inconclusive so they will request for another line test etc etc. Until one came back with a Yes there is a line problem. But I had to keep phoning them to get them to progress it but then kept saying there was no line problem??
After 6 weeks of problems & complaining I was told that they would give me the last month free (October) and next month’s free (November) I was already into 2 weeks of ‘the next month’!
During November I received an e-mail (as usual) from accounts stating they were going to with draw the usual £17.99 within 10 days – so I cancelled the standing order! due to the fact they told me I was going to get 2 months free.
The escalation dept all said they would sort it out with BT & phone me back, even a “Manager” who absolutely promised he would phone me back the next day after all the others had not – he never did either.
So I phoned them up (again for Christ’s sake – at my cost!) and told them to cancel my contract in two weeks time due to no service for over 8 weeks.
The first person to actually phone me was a BT Engineer who said there was a problem & would require a home visit and would send Orange an e-mail – when I phoned Orange a couple of days later they said they had no record of this and the line test was inconclusive and they would request BT to do another line test!!!!
The only Orange person to phone me was…the ACCOUNTS department to say that there was a problem that the direct debit had been officially cancelled and they could not withdraw any money. I explained to this person that the reason that I had cancelled the direct debit was because since September 21st I’d had no service and was promised 2 months free service by the Escalation Department; but then received notification that Orange were going to take out money for Oct / Nov. He looked at the information he had & said that there had been at least 5 line tests so I had a case of grievance against the service received. He put me through to the customer services dept., which is the only free call I’ve had so far!
Eventually on Nov 30th a BT Broadband Engineer came out, he didn’t know what was causing it but would either call me or call back the next day – 2 days later I phoned Orange for a progress report and they said BT had “cleared the line”. BT then twice confirmed the job was completed; so Orange were going to request another line test! so I was back to square one after 10 weeks!
I’m blowing out both Orange and BT and getting a full package fitted by NTL, 4Mb broadband + other benefits, TV Family package and free evening & weekend telephone calls – all for £20 cheaper a month!
If you are having problems with the service Orange is providing (or not as the case may be!) – stop the direct debit then they will take you seriously (ish), once I stopped the direct debit and Orange accounts found out I got an Engineer sent out within 2 days, don’t be messed around for 2 months like I have been. Also look at all the other providers. You can get some good deals; Sky offered me free broadband but I had to decline, as it would have been through the BT line.
But most of all I’m looking forward to the phone bill (from BT), to see the cost of all the calls between September & December (pay to complain @7.5p per minute). I will be sending it to Orange HQ and demanding re-imbursement for their total incompetent service and also will be claiming my 2 months sub-scription for no service.
I will also be complaining to Of-com, ISPA etc. All advice welcome.
I’m now on NTL broadband … and it actually works!!
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