I actually left Orange for good last April when they mucked me about with my mobile phone contract (but thats a different story)
My girlfriend is still with them for her mobile so we decided to give Orange Broadband a go in our new flat.
Chap on the phone assured us we were not tied into any contract with the broadband, only my girlfriend was tied into a new mobile contract. this was fine.
Livebox arrived when it was supposed to and connected easy first time. Early on it started dropping the connection then it went off completely after 5 days. After a few hours on hold to Orange we reported the problem and they subsequently fixed it. No problems.
Or so we thought. the 'fix' lasted one day. Since then (January 8th) its been down. It took us 9 days and approx 7 hours on hold to finally report that it was down. Orange registered the fault on Jan 17th and declared that they had 1 month from that day before any fault was escalated (despite that it had been down for 9 days). On numerous occasions we got through to India and were told to call back. Several times we got through to the UK and were promised call backs that never came.
Since the 17th January we have been harrasing Orange for info but they keep deflecting the problem to BT and state that they have down there bit. Again promised call backs never come.
We finally decided it was time to go but were told that we are tied in and it will cost £50 to leave the 'service' despite being assured in the initial sales call there was no minimum term.
At this point (monday 5th Feb) our problem is due to be fixed tommorow (which I'm certain it wont). Even if it is fixed I have no confidence there won't be other problems.
We feel stuck at this point as we have no internet and no prospect of leaving as I refuse to pay them anything.
Last night we complained to Watchdog and will do similar with OFCOM.
Already I have warned two people off Orange (one of which would have been a new mobile contract too).
Orange registered the fault on Jan 17th and declared that they had 1 month from that day before any fault was escalated.
I think you've been given one of the standard run around responses. From their own Internet Code of Practice:
Once we are aware of your complaint we will log this against your account. If you write to us we will give you a reference number, which we will let you know and will ask you to quote in any further correspondence about that particular complaint.
We do try to resolve all complaints with an immediate reply but sometimes we may have to do more investigation before we can get back to you. We aim to reply to complaints via email within 48 hours and complaints by letters within 5 working days.
If you are not satisfied with the way in which your complaint has been dealt with, you should ask for it to be escalated. This may happen immediately if you are on the phone or we will arrange for someone to contact you.
So you can request the fault be escalated as a complaint. Alternatively log a complaint at www.ispa.org.uk Clearly indicate the poroblems and complaint and request it be escalated to Oranged head office.
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