'customer-service@uk.orange.com', I suggest it gets acted upon. Thank you
"
I have had connection problems since Orange unbundled LLU in Epsom ie a few months now. Every day, especially in the evenings, connection drops every couple of minutes. In the modem the other green light flashes and the message says: error 680, opening port.
When I log on into your website you have me as 1mb customer, but my pc says speed 2.4mbs.
Every month I have paid my bill £27.99 (which is clearly not a market rate) but Orange has not honoured the contract, in fact, Orange is in breach of the contract because I have not had the service from Orange.
Unless my connection gets fixed ASAP, I will quit Orange and go to some other internet provider. I know how many unhappy customers you have and how difficult you make for those unhappy customers to leave, but I will terminate my direct debit and complain to BBC Watchdog, ISPA, and Ofcom.
Please call me this week to discuss the issue. Unless I hear from you this week, and unless the disconnections disappear and the service thus gets better, I will terminate the contract on Monday.
I do not want line speed upgrade, I do not even wish the monthly payment to be lower, I simply wish Orange to honour the contract and offer me a broadband connection which works."
No one did contact me today on this one. I did not really expect them to. I hope they are reading this and working on the problem in Epsom Surrey area.
If you cancel dd then you are in breach; don't give them the opportunity to screw you over, their lawyers are better than yours.
You could on the other hand inform them that you are suspending payment to them until such time as your service is reinstated; this way you are not breaching your terms as you are willing to pay for a service given!
Don't make threats to report them, Write to their head office and email ISPA NOW!! They will contact Orange faster than a rat up a drain pipe! Tell them your story. Give Orange 5 days to reply and if no joy email ISPA again.
All my tests were ok from day one so the problem was not at my end of things. They mysteriously fixed mine but couldn't or wouldn't explain why or how.
Last edited by dog with a bone on Fri Dec 15, 2006 8:08 pm; edited 1 time in total _________________ Spread the word and let's get some action going!
Orange Fightback
where I terminate the account, get an acknowledgement from them, and then follow immediately up by cancelling the direct debit? I am 100% sure that even if they confirmed closing the account, they would still charge me if I didnt cancel DD at the bank.
If I have learned anything from Orange, it is that they can do anything. They are not like a financial institution where I can go to ombudsman to get redress. If this broadband market was properly regulated, there would be no need for this website because the regulator would have shut Orange down ages ago in this country.
Thanks for the advice, I have not received any feedback from Orange on this matter, so this weekend I will send them a letter and cc a copy to ISPA.
1. letter or email to ISP
2. ISP has 10 days to fix a problem
3. If they don't, then I'll go to ISPA
4. ISPA will give me a company contact at ISP
5. ISP has to reply to me in 5 days
etc etc
hopefully by this time problem solved...
Once I've sorted my expenses out with them then I'll bury my bone and go about my business until such time as they may give me hunger pangs.
The tone of the letter I received today from one of their customer care operatives could only be described as patronising. If this is the way they treat people who have done nothing but feed them with funds for no service then it's really not surprising that the membership of this website is rapidly increasing.
In my opinion the main contributing factor in the future failure of Orange is down to plain old GREED
Remember:
Orange is only successful because people like us make it that way. Without customers it's not a business at all.
Now that's a p**s take eh??
_________________ Spread the word and let's get some action going!
Orange Fightback
Still no reply from Orange to my complaint, still numerous disconnections evry night. In a day or two, 10 days are up and I will complain to ISPA, BBC Watchdog, whatever.
As I wrote in another post, problem is Orange has been allocated a certain amount of bandwidth, which they are then OVERSELLING to "customers".
when all those people come from work and hit the internet at the same time, voila!
Any hints who are the providers who only sell bandwidth within their capacity?
1. letter or email to ISP
2. ISP has 10 days to fix a problem
3. If they don't, then I'll go to ISPA
4. ISPA will give me a company contact at ISP
5. ISP has to reply to me in 5 days
when should I expect feedback or should I just complain to Ofcom without delay?
I do not think there are any specific timescales. They say in their complaints procdure that they aim to reply to emails within 48 hours and letters within 5 days. Both statements are open ended in nature and in any event Orange invariably do not respond in these timescales if at all. ISPA will not provide you with a contact at Orange. They will pass your complaint to Orange where they have 5 days to respond. Invariably you may or may not get a cursory email from tech support acknowledging the complaint raised through ISPA. In all probablility little will come out of this first complaint. Despite what Orange may say to you Log another complaint with ISPA 7 days from the first and mention that you would like the complaint escalated to Oranges head office. Keep logging complaints every 7 days until you get Orange to resolve your problem. By all means complain to OFCOM. You can complain on the monitoring survey facilty. However, Ofcom do not investigate individual complaints. They will investigate a company if their complaint monitoring service shows a high number of complaints have been logged against that company.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
After i complained to the ISPA to get my MAC because they kept avoiding giving it to me, i got an instant auto email back saying my complaint had been forwarded to Orange, my MAC arrived 2 hours after, and a week later a letter from Orange customer relations specialist and a contact number she was very helpful she also made sure my account was closed and no more money taken out after my migration had taken place, that was last july, if its like that now it should be dealt with soon after you log a complaint.
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Don't do it!
