Well yeah i'm another one of the frustrated Orange customers.
I've been with Freeserve for over 5 years, then it changed to Wannado and now Orange, i'm an extremely loyal customer and was shocked to recieve such bad customer service and reliablity with their broadband service as soon as they changed companies.
Anyways, they upgraded me to the free broadband package since they changed company, that was fine, no problems, then i decided to upgrade to the max package since it was only £20 a month.
But this is where the trouble started.
I recieved my livebox shortly after upgrading, loaded everything up and the service was very good, i was getting speeds of 2.5MB compared to my old 512kb so i was very happy.
Then after about 2 weeks, i started to disconnect VERY often, i'm talking once every 5 - 15 minutes. This was getting insanely annoying so i phoned up to check what was wrong, they said it was something on their side, i thought fair enough, i'll give you time to do your tests and fix it.
The lady on the phone said they would do various "line tests" to see what was wrong and hopefully fix the problem, i waited 2 weeks and STILL the problems were there, this time the speed dropped from 2.5MB to 512kb AGAIN!.
I was now getting the same speed i was over 4 years ago and i'm paying £20 a month for this, it was stupid. So i phoned up again and they continued to tell me they were having problems on their side and that they were going to sort it out within the next week or so, so i thought i'd give them another chance...but to my suprise ...the problem was still there.
For the past 2 months i've been disconnecting every 15 minutes or so, and have been having speeds of 512kb, RARELY reaching 1MB. It's not even funny, i hate it and i want to change to BT since i've heard they are very reliable and people don't get low speeds and disconnect every few minutes.
So rang up again, to ask about cancelling and they said i had to pay £170 to cancell, because i signed up for a 12 month contract, but this doesn't make sense, they are not doing what they are supposed to be doing, they are not doing their side of the contract are they?
1. Extremely low speeds - 512kb - 1MB when i should be getting 2.5MB+
2. Frequintely disconnecting - roughly every 15 minutes or so
So is there any way i can cancel the contract legally without having to pay the £170? I refuse to pay that for something they are not going to give me.
Let me please make it clear that they are not doing their part of the contract, the service is horribly unreliable, the speeds are extremely low and the customer service is horrific.
Anyone please help me?
And any suggestions on the best broadband providers now? I live in Dudley - West midlands if that helps .
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...the problem was still there.
.
