I throw myself on your wisdom, as I have made the same stupid mistake a lot of you have made, and signed up with Orange broadband. I plugged in my livebox for the first time today, and got it all set up, and that was grand, except I noticed it was running a little bit slow. I thought this would work itself out, but it did not, so I used a couple of the online speed tests to see what speed the connection was at. When I could actually connect to sites and the sites did not take 20 minutes to load up, I found my download speed to be between 20 and 50 Kbps. Obviously, this is a completly stupidly low number, much lower than it should be.
Basically, I am planning on calling Orange tomorrow and cancelling the contract, and wanted to ask you guys what the best way to go about this is, and what tricks will they try and pull to charge me for the entire year etc? Where do I stand in terms of if I can cancel or not?
The way the contract is supposed to work is that if there is a problem you have to give them reasonable chance to correct it, of course reasonable isn't defined but usually ends up as about a month. Don't take that as gospel though as it very much depends on what actually happens. Calling to report a fault and then a month later to cancel doesn't cut it.
That is unless you're on the mobile + broadband free/cheap offer, in which case you can pretty much cancel it immediately.
If you're on ADSL Max and it's been under 10 days since you first got it connected then don't bother contacting them yet. They can check through your setup and make sure that parts ok but otherwise until the 10 days are up a speed fault can't be reported and anyway it may correct itself during that time.
If you'd been told the speed you should be able to get was anything over 2 meg then internal wiring and setup becomes much more important as they can have a huge infulence on both the connections speed if it works at all.
Elhana is right as usual, the free broadband can be cancelled at any time. Otherwise I would wait 10 days with regular speed tests. If you're not happy with this then cancel, the law states you have 14 days to change your mind when signing or agreeing a contract. Giving them the 10 days is sufficient to allow them to correctly align your line and long enough to hang themselves
however I noticed when I upgraded to 8mb Orange didnt give me any faster speed but kept me on 2mb. This was either Orange's fault or BT's fault as I now recieve 5-6mb daily with BT.
Joined: 29 Dec 2006Posts: 15Location: South East England
im sure that you can cancel your subscription within the firt 30 days fine thats what it said in an email i got......
Quote:
Hello
Welcome to Orange Broadband. You should be up and running in about 10 working days time. Why 10 days? Well before we can get you started a few important things need to happen.
The line check
As soon as your phone line's ready we'll let you know what the next steps are.
The techie bit
We'll send you a modem which comes with really simple instructions on how to set it up and what to do next.
Hopefully you won't, but if you do get stuck you can give us a call on 0905 050 5151* any time of the day, seven days a week.
The legal stuff
As you've taken our Broadband Starter package you've got 30 days to decide to continue or cancel. Click here www.orange.co.uk/time/popup/tr...efault.htm to get info on what to do if you don't want to continue after your 30 days, otherwise we hope you enjoy your broadband service. Go to www.orange.co.uk/terms to check out the terms of use and to find out more about this and your rights as a customer.
Thanks for the help guys, you have calmed me down a bit now!
I signed up for broadband unlimited, and not part of any phone contract, just standalone.
I was told when I was signing up to the contract that I would be able to get 6 Meg on the line.
Overnight, the speed tests have shown the speed to have increased to between 150 and 250 Kbps. Should this continue to increase over the next 10 days?
Should I call them and register my dissatisfaction? Or should I not bother calling them until 10 days have gone by? And is that 10 days from the start of using the service? As it took some time to get my livebox to me.
In relation to the 14 days to cancel the contract, is that 14 days since signing up, or 14 days since I plugged in the livebox and using the service?
As you've taken our Broadband Starter package you've got 30 days to decide to continue or cancel. Click here www.orange.co.uk/time/popup/tr...efault.htm to get info on what to do if you don't want to continue after your 30 days, otherwise we hope you enjoy your broadband service. Go to www.orange.co.uk/terms to check out the terms of use and to find out more about this and your rights as a customer.
And finally...
Yeah, i got this email as well, but is that not for the broadband starter package? How does this apply to broadband unlimited?
Test1 comprises of Best Effort Test: -provides background information.
IP profile for your line is - 500 kbps
DSL connection rate: 448 kbps(UP-STREAM) 608 kbps(DOWN-STREAM)
Actual IP throughput achieved during the test was - 381 kbps
No, I only got the thing set up yesterday and have not contacted them yet, it seems to be increasing at the moment. What is the best plan? Wait the 10 days or call them now?
If you are on the Max package it does take upto 10 days for the line to settle but you are starting from a low point. Watch it over the next few days and see if it increases.
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