Great to have found this site, as Orange have just been fobbing me off for months.
here's my story.
I have been with freeserve and then Wannadoo for 10 years. I don't think I have ever complained, bar a couple of queries and technical questions, none of which affected my connection etc.
Suddenly Orange take over and offer me a Livebox, with unlimited access and 8Mb speed and free phone calls all for £3 less than what I was paying. How could I refuse.
The live box came and after 2 hours of surfing it cut out. A quick phone call and I was told that the calls were unexpectedly high and I could be some time (I have always had this message in all the times I have since called).
I was then put through to the Indian call centre. Now my accent is broad Thames Estuary / Londonish and they couldn't understand me, and I couldn't understand them... but we hacked out my gripes and it transpired that the fault was me using an extension phone cord. For me I couldn't move my computer and on average the livebox cut out every 1- 2 hours. So I had to live with that
A month later an IT guy at work gave me a phone extension lead and assured me, as long as my line to exchange connection was good i'd have no problem. I used it and an hour later the Livebox cut out again.
I decided to press the case anmd was told if I moved the livebox to the master socket and purchased Wireless, which would cost me £25 for the adapter my woes would all be over.
I did this and set it all up. Half an hour later it cut off. And continued to do so.
Another long winded call and when i explained the livebox would disconnect and then restart itself then concluded it was my power adapter. they sent me a new one. It worked for 40 minutes.
Another call, this time they are sending me out a new Livebox.
I have asked that they recompense me for the poor service, they tell me they will refund me for the lost time, but it's time of inconvienience rather tahn downtime. As a service industry they should be adjusting my charge accordingly. If I, as an electrician do shoddy work the client will ask for money off, that is reasonable. I have lodged a formal complaint with ISPA and will escalate this issue, I will not rest.
In ten years of surfing I have never had cause for complaint and within the last 3 months I seem to spend all my time complaining with little succes to a call sent in India.
There was a note attached telling me tro send the other one back or they would charge me £100. Good start to keep me calm.
The disc came with it too. Good, this would replace the disc that doesn't work with new Flash players ? wrong. After 3 months they still haven't updated the drivers so they work with the new flash plug ins.
I decided to do it by the book and rang our friends in India. 15 minutes later I got through to someone who sounded like they were using a tin of baked beans on a stretched cord but never mind. Speak slowly, calmly so we can understand each other.
My livebox configured it worked ! and so it remained without disconnecting for all night.
This means I was fobbed off.
Fobbed off about it being my extension lead.
My problem.
and then the power supply....
so 3 months later... hopefully its resolved but i'm not happy with this lack of customer service, the use of Indian call centres, the threatening letters about sending their faulty equipnment back.... how can they charge me full price for a piece of equipment that doesn't work? the fact taht I have paid full price for a service that was not as good as wannadoo's/Freeserve is still to be resolved as I am demanding some offset to compensate.
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