I opemed an account with Orange (then Wanadoo over 3years ago for my daughter.
I pay £17.99 per month for a 1meg connection 2gig useage and a basic usb modem.
When I wrote to Orange saying that I thought I was entitled to something better for the price IU received a take it or leave it letter from Martin Dale.
My advice is not to take on any new contract with orang as once they have you they obviously don't care.
I shall obviously be terminating the account with Orange unless they offer me something better.
Call and ask to cancel and you'll likely be offered a better deal or you could always change to the current starter package. The new one has a wireless router, 6gig usage and upto 2 meg download speed for £12 a month so would be a better deal than you're on, either way though would mean a new contract.
Joined: 09 Jan 2008Posts: 27Location: Bedfordshire
My Broadband Connection went down for 24 hours on 2nd Dec and again on 14th Dec. Despite 5 1/2 hours of calls to technical support and customer support and about 25 emails the connection was not restored untilI cancelled my contract with Orange and moved to another ISP who had my connection restored in 24 hours.
Orange Technical Support conducted about 8 line tests which didn't work and despite my request for an enginner appointment kept on doing line tests. I was promised an update by SMS on at least 10 occasions and received none, I was promised a call back within 48 hours on 10 occasions and received 5, one 3 days after I'd left Orange.
Now Orange insist I pay a 30 day penalty for leaving even though I was out of contract, refuse to reply to emails and letters sent to their Registered Office in St Albans.
The only good thing from all this is that my new ISP has managed to increase the speed on my line as well as returnnig calls when promised and checking I am happy with my connection.
The only good thing from all this is that my new ISP has managed to increase the speed on my line as well as returnnig calls when promised and checking I am happy with my connection.
Good old customer service will always win the day......one thing Orange will NEVER achieve.
_________________ An ex-Orange guinea pig
"The first third of our lives is ruined by our parents, the second third by 0range then along comes 02 and you die happy."
Joined: 09 Jan 2008Posts: 27Location: Bedfordshire
Having sent 2 letters to Orange Home at St Albans, emails to executive.office, mike.newnham and others and had no reply to any of them I have now escaleted my complaint to ISPA.
Orange do not understand the meaning of customer service, do not understand how to provide technical support and are in short hopeless.
Anyone thinking of joining Orange......... Noooooooooo.... don't do it.
If something goes wrong, you are stuffed. Orange have the worst customer support of any company on the planet. You have to speak to somone on the Indian continent, they just read from scripts there is no understanding or genuine support, and if you ask them a simple question you get put on hold for 2minutes, so they can find another script, they don't let you speak to a supervisor, and in our case(a despairing home-max story) even fob you of with the escalations department, who say they shouldn't have told you to ring us. A sad tale of frustration and disbelief. If anyone from the Orange board happens to read this, little tip, sack your head of customer support he/she is not very good, are they?
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