After months of pestering by Orange, we finally upgraded our dialup service to broadband before Christmas. Once the Livebox etc had all arrived, we set it up and were connected to 8Mb braodband! (Even though there was no help whatsoever for us as we use a MAC and had to find instructions on a 3rd party website online)
After about 2 weeks, the connection disappeared, and we have had no connection now for 3 weeks. no-one at Orange has ever explained what has happened or what they are doing about it. Every time we call up it takes at least half an hour on hold to get through, when we are often told to ring another number or call back the next day. We have lost whole evenings on the phone to them which is maddening. Nobody seems to care at all about the end user of the service, all we ever get is passed around to different people with vague, unhelpful and often contradictory answers to our questions. All the while no-one is doing anything.
They have tested the line twice and decided there is a fault, but no-one can tell us whether an engineer has gone to the exchange to remedy it, or even when they will. All we are ever told is that they are waiting for an update on their screen. No-one seems to be fighting for us, we just seem to have to wait until someone feels like helping.
Now, I guess I have posted this for 2 reasons:
1. Is there ANYTHING I can do or demand to get the service reinstated? Orange do not seem to be taking us seriously, in fact I would go as far as to say they are treating us as customers with thinly disguised contempt. After 3 weeks we're starting to get angry and the person on the other end of the phone doesn't seem to understand why. What can we do to get them to sort the problem out? I realise Orange are in BT's hands, but can't Orange INSIST the fault is investigated and fixed? Just waiting and calling back every 48 hours is unacceptable.
2. I strongly advise anyone considering Orange for broadband DO NOT use them. This is the worst service and customer support I have EVER encountered, and as soon as my mobile contract ends, I will NEVER use them again. After 7 years, and after making a lot of money out of me, Orange have lost me for life as a customer. This is a real shame as it's all their own fault and they have completely alienated a formerly loyal customer due to the appalling standards of customer care.
Any advice from anyone who has got a positive response from Orange in a similar situation would be appreciated, the operator last week admitted that it could be WEEKS until our service is restored. in the meantime we have no internet connection at all, unless we pay per minute for dialup. Orange won't even offer us free dialup while our fault is investigated.
Should we simply cancel and get an account with another provider? They can't all be this bad can they?
I assume you've spoke to supervisors/managers? If you haven't make that your first port of call. If you have done that and made no real progress contact ISPA and make a complaint to them. Orange are part of ISPA and abide by their rules. ISPA Comlaints. If you still get no joy after this - send me a Private message and we can talk further then...[/url]
could it be that Orange are only allocated a fixed amount of openreach engineer hours for each period and that is why they will stall before requesting an engineer visit
you only have a fault reported if you get the open reach unique fault ref number
Now 15 days without connection since llu upgrade. Getting the usual I can certainly help with that, let's reset the live box, not working? we will do a line test, ring back in 48 hours.
I asked BT to do a line test, they did, said it was fine for broadband. If my connection is still down today, orange are going to do a line test, yippeeeeee
I expect they will suggest i then wait 48 hours
When my BB went down I immediatly called Orange. Same results, try this, try that, all of which i just knew wouldnt work. I then got on to BT. They were more helpful and it turned out that it was a problem with my phone line. They sent out an engineer to replace the line outside my house and installed a new phone point inside. This was an obvious fault as i was also getting interference when using the phone.
could it be that Orange are only allocated a fixed amount of openreach engineer hours for each period and that is why they will stall before requesting an engineer visit
No, not to my knowledge. Orange have a contract with BT Wholesale which includes full fault management. Their appears to be no restrictions as you imply in. There may however, be a charge back to Orange should the level of No Fault Founds become unmanageable.
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