I have had slow connection speeds since an upgrade to the 8 meg speed since last December. Having had many line fault tests done, the most recent last friday, I telephoned Orange today to find the results and was told that my account was cancelled yesterday.
When I asked why it had been cancelled they said that they did not know why and by whom. They are looking into this and have said that they will set me up with a dial up connection this evening which will be free of charge until they can set up another broadband account in 10 days!!!
With the problems that I have had and the various conversations with the cancellations department I am (was) on the Broadband Max package with anytime phonecalls and wireless livebox for £17.99.
What should I do?
Stay with them and try and secure a better deal, or change provider.
If I change provider will I need a MAC code or will I be able to simply sign up with them straight away.
Check with BT wholesale to see if the TAG has been removed from your line or when it is set to be removed. If that is the case you shouldnt require a MAC code, obviously if you were to transfer to another provider you would need the MAC but if the Orange a/c is cancelled ( and your line is clear) u can just go elsewhere.
Good Luck mate .... you cud always go to Orange hahahaha !!!
Well if you want a 56k modem speed ADSL connection anyway lol
or of course NO CONNECTION AT ALL !!!
I've just cancelled my own account and recommend you do the same. It has taken a month of incredibly slow speeds across the country for Orange to admit to their own staff that there is a problem, customers are not being told until they have a resolution date for the issue.
I've just cancelled my own account and recommend you do the same. It has taken a month of incredibly slow speeds across the country for Orange to admit to their own staff that there is a problem, customers are not being told until they have a resolution date for the issue.
My exchange is not LLU enabled and I am getting slow speeds.
I have had slow connection speeds since an upgrade to the 8 meg speed since last December. Having had many line fault tests done, the most recent last friday, I telephoned Orange today to find the results and was told that my account was cancelled yesterday.
When I asked why it had been cancelled they said that they did not know why and by whom. They are looking into this and have said that they will set me up with a dial up connection this evening which will be free of charge until they can set up another broadband account in 10 days!!!
With the problems that I have had and the various conversations with the cancellations department I am (was) on the Broadband Max package with anytime phonecalls and wireless livebox for £17.99.
What should I do?
Stay with them and try and secure a better deal, or change provider.
If I change provider will I need a MAC code or will I be able to simply sign up with them straight away.
Any advice would be appreciated.
Thanks
No phonecall to set up dial up connection tonight, however my Broadband is still connected?
I have logged on to my account on the Orange website and i'm only able to view my statements.
If my account has been cancelled how can I still be connected?
Joined: 12 Jun 2006Posts: 907Location: Weston-super-Mare, UK
davejavu wrote:
Any ideas on how I get hold of, and who is the Elusive "Right Person"
That's the difficult part. You need to get through the first level support and get the problem escalated.
In the past 8 months they have turned me off twice. They have 2 systems and one was showing account closed. First level support said 1. They could not get it back I would have to sign up again. 2. It would take 28 days 3 It would take 10days. As soon as they escalated it I was rung up and they had it back within an hour.
call customer support and tell them you want to make a complaint they will then pass you through to the escalations team - once you get through to there demand to have your account reopened, it aint impossible to be done
Called customer support / escalations this afternoon.
Agreed to put me back on same package as before but I need to re-register on the £14.99 or £19.99 package first when my line is ready (said they could not do it before).
Had a return envelope delivered today to send back my Livebox.
Called customer support again to see if I needed to send it back as I was going to re-register, they said I needed to send it because each box is registered to different accounts? (could not be bothered to argue)
I then asked the CSA to check my account notes to clarify if when I re-register I will start a 12 mth contract, she said yes.
I told here I did not want a 12 mth contract and she said she would have to talk to escalations.
She came back and said the 12 mth contract could not be waived.
I said that I would probably not be re-registering if I was held to a contract.
She put me on hold and came back with an offer of 2 mths free, I muttered and she straight away came out with 3mths. I said I would think about it but would probably not re-register unless the 12 mth contract was waived.
She again asked me to hold, but must have pressed the wrong button, because she started talking to me as if I was the person in escalations.
She said "He wouldn't go for the 2 or 3 months and I don't think he will re-register if he has to go onto the contract",
At his point I should have said "Give him it free for life without any contract and send him a £5,000 cheque as compensation " , but was to slow and just said hello as if I hadn't heard anything.
She then put me on hold properly and came back with the 3 month offer but no waiving of the contract.
I said I would probably go with some other ISP in that case and explained that if I had good connection speeds the 12 mth contract would not be a problem.
Anyway I am now on dial up and probably getting faster speeds than most of you guys on this forum.
Not sure what to do now, will have a think.
P.S My account was cancelled when I telephoned to cancel an account at work.
They cancelled my home account as well, even though it has a different telephone number, post code, user name and password.
Last edited by davejavu on Thu Feb 22, 2007 12:20 am; edited 2 times in total
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