I'm sorry if this is a bit of a rant but this is my complaint to the ISPA.
I may foward it to OFCOM yet.
Anyone else had similar issues??
Any other suggestions to try ??
Several months ago I realised that I was paying more money for my previous service (512MB 2GB cap) than Orange were charging for their broadband starter package (2MB 2GB cap which was significantly faster). Already annoyed that I was paying over the odds for an inferior service I upgraded to their talk package (Up to 8MB 2GB cap with livebox & VOIP). I received the livebox and VOIP phone number and everything was fine for a while.
At the start of December I noticed that I couldn't use my VOIP and soon determined there was no dial tone. I contacted technical services and promptly spent 1.5 hours on the phone, re-setting the livebox numerous times.
Eventually I was instructed that it was definitely the telephone adapter which just converts the plug on the end of the VOIP phone line. As promised a new adapter was delivered 2 days later.
The main issue for the technical advisor was that I had internet access, and as far as Orange was concerned the livebox must be functioning correctly. If there was a fault with the livebox then I would not have internet access.
Upon trying the adapter there was no improvement in the situation. I once again called the technical services department, having to explain the whole sequence of events again. Once again I spent an hour on the phone re-setting the live box to no avail. I requested to speak to the supervisor, explaining the situation again. The supervisor gave the technical advisor specific instructions to follow which would certainly resolve the issue. I was passed back to the original advisor who talked me through the same process we had just done taking another 30 minutes.
Eventually the advisor stated there was nothing else he could suggest, and that this issue would now be passed to the escalations department. The advisor stated that all issues passed to the escalations department are resolved within 5 days. This was before Christmas.
I then conducted a web search and found www.orangeproblems.co.uk where I found people with similar issues. One suggestion which I took up was to get Orange to cancel and re initialise the talk package assigning a new number. Orange customer care promptly tried this assigning me a new number. This did not solve the problem.
While cancelling and reinitialising the talk package I was sent a pre-paid packet to return the livebox together with a letter telling me that failure to return the live box would result in a charge of £100. Slightly confused by this I contacted Orange customer care again explaining everything that had happened. The advisor had me check the leads to the phone etc and then told me there was nothing he could do, and that I would have to contact technical services department for a replacement livebox.
So today I called technical services explaining everything that has happened. The advisor would still not accept that there was possibly a problem with the live box and proceeded to ask about my computer / network setup in the house. After explaining I have 2 wireless desktop PC’s and wireless print server I was told it was an issue with my network. The only flaw with this latest explanation is that even when all the computers and printers are switched off and the only item on is the livebox (from fresh boot) the VOIP still doesn’t work.
At this point I asked for the supervisor / manager. I eventually spoke to the floor supervisor who tried contacting the escalations department with no luck. So after spending an hour and twenty minutes on the phone I am asked to phone in tomorrow when it may be quieter.
Realising I’m paying good money for the rental of the live box and spending a fortune on calls I decided to downgrade my internet package and return the livebox. I examined the Orange packages currently available to find the starter package at the same specification without the livebox. I contacted customer care and explained what had been happening again and asked if I could downgrade. I was told no problem, but I would have to enter into a 12 month contract.
This is totally unacceptable, why should I sign up for a further 12 months on a lower package than originally requested just because Orange can’t provide the service they sold me.
I don’t like paying for services that I am not receiving, the customer experience is frustrating to say the least. What do you have to do to get Orange to sort it out.
I have now requested my MAC code as I am seriously thinking about migrating to another ISP. It’s a shame as I have been with freeserve, wanadoo and now Orange for many happy years.
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