For the post few days I have been keeping log of my Orange broadband serve. Everytime something has happened I have added the problem to the previous email and resent it. So I and Orange have every incident known to them.
I think we should all do the same: Let me know if your joining in
Customer Details:
username: *****.freeserve.co.uk@****
Service: Broadband Starter @£14.99 per month
Modem: Speedtouch (as supplied by Orange)
Operating system: Windows Vista Home Premium
Distance from local Exchange 814 metres
email no:20
Dear Sir Madam.
As a paying customer I have decided to keep you aware of the status of my broadband service this will help with my claim for breach of the terms and condtions in your contract.:
24 April Time is now 19.21. For most of the day internet speed is so slow as yesterday not disconnected but unable to move around internet. Tommorow I am booking the maximum time allowed 2 hours in my local library as I have a website to run and update and this is impossible at present.
24th April Time is now 14.45 received this reply from: ISPA. Orange havent even replied to me about the problem I wrote to the ISPA about and yet they have told them the complaint was processed!. Back to the ISPA for me with a copy of this letter! Orangeproblems.co.uk and watchdog are going to love this!
Quote:
Dear Ms *********
For an ISPA complaint to be valid the complainant has to contact the ISP directly and allow the ISP 10 working days to resolve the complaint. Orange have informed ISPA that your online complaint was processed within 10 working days of your initial complaint to Orange.
Therefore, your complaint is invalid. Please allow 10 working days since your original complaint to Orange before processing an online ISPA complaint.
Kind regards
Angela ISPA
24th April Time is 14.22. This is the first time I have been able to get online since 10.00 this morning. The error message was "721 the remote computer is not responding etc". Checked with BT no problems at this end. The standard of service from Orange as usual then. This is now the 16th email I have sent to Three different places in Orange to no avail.
I did however receive a reply from customer services concerning my unability to send emails. I was sent the help page of Orange. Unfortunelty it concerns setting up mail in windows xp while I stated I am using windows vista. I have been trying for days to find help in Orange about setting up email but nothing works. From the internet I can see this problem in not unique to me.
I would love to have one working day of normal service just one.
24th April Time is now 00.42 Problem unresolved. Not disconnected but unable to move around internet. Plus now day 8 waiting for answer about not being able to send emails from Orange.
23rd April Time is now 10.54 still unable to move around the internet at all. Not disconnected but whats the point? I give up for today its a waste time. I like to tell people i work from home but Orange makes that a lie!
Still havent received a reply.
23rd April Time is now 10.10 still unable to move around the internet all all. Not disconnected but whats the point?
23rd April Time is now 9.40 speed down to practically nil unable to access internet for almost 2 hours. Takes almost 2 minutes when click on "send" to send emails. Checked with BT line is fine.
23rd April Time is now 7.53 problem still the same as previously. Have received 141 junk mails. Unable to delete them from Orange website as every time I click on delete I am taken to login page with message: Your email address or password are not recognised. Please try again. Have tried 5 times will try again tommorow, there should be about 300+ junk emails by then
23rd April Time is 7.30 for last 2 hours internet pages are taking average of 1 1/2 minutes to open. At least havent been cut off yet! If not will be first time in 5 days.
22nd April Time is 15.33. Disconnected for 1 minunte
22nd April Time is 15.25. Disconnected for two minutes
22nd April. Time is 12.36 Been disconnected for 15 minutes.
Phoned 0800 294 7333
Was told to phoned 0905 050 5151, (I refused to do so at 50p per minute)
Was told to phone 0870 010 2462, (had already done so, line is dead)
Was told to phone 0870 1900 672 spoke to a lovely young lady named Danielle. I asked about two things
(a) Yesterday I was told yesterday by customer services (0870 010 2462) that my speedtouch usb was no longer suitable and I needed to upgrade to livebox which would be dispatched to me immediately. I phoned to ask that it not be sent. Danielle informed me this in fact had NOT been done. Lucky I phoned I would have been waiting in vain.
(b) Yesterday I also phoned technical support (0905 050 5151) and was told I had somehow renewed my contract on 1st April and nothing wrong at all with my line. Problems must be me: antivirus, wrong password, wrong username, the kitchen sink but nothing to do with Orange. Danielle informed me that in fact my contract has already expired. Lucky me!
22nd April. Time is 13.58 have just managed to get online after attemping to for 3 hours. Tried to contact technical support unable to get through.
21st April 2007. Disconnected from internet from 4.00pm to 10.15pm.
Tried continually to connect. Phoned technical support. At 50p per minute spent 10 minutes on telephone. Complete waste of time situation not resolved was told everything was ok with Orange. Telephoned billing department. Was told technical support was incorrect. Problem is speedtouch usb. Will have to upgrade to £19 per month. Live box will be sent in 3 to 4 days. Managed to get on line
20th April 2007: Disconnected from internet 6 times. Longest period of disconntection 15 mins.
Please pass this on to someone who can help. Not customer services please. I spend so much time on the phone to them I have added them as a favourite number to my BT account. Since being with Orange they are the highest amount on my BT bill. 6 out of 7 days a week I am cut of at least 5 times, sometimes I cannot get on line at all. My old computer was not to blame. I have just purchased a new Dell with windows vista and now another problem has been added. I work from in the computer repair/webdesign business. I am unable to send emails from Orange. This is not a problem with my other providers. When I ring I am on the phone min 20 minutes, the problem is never resolved. when I email it takes up to 5 days to receive a reply. The same one saying
my problem would be solved if I went to:
"email receiving issues and checks
Article ID: kb4355:"
As I always state in my email I had already been there. May it please god that when my contract runs out I can go elsewhere. There are hundreds on if not thousands of people on google with the same problem but Orange just does not care. At least it did in a prize this year. It was voted worse uk isp.
I think it only fair that u should be made aware of the problems I have with Orange
Last edited by auntie_biotic on Tue Apr 24, 2007 7:10 pm; edited 1 time in total
Site AdminJoined: 07 Apr 2006Posts: 784Location: United Kingdom
Hello auntie_biotic
And welcome to OrangeProblems.co.uk
We thought you should be aware that...
If your broadband is part of a "free" extra along with your mobile phone package, then your broadband contract is not covered by the ISPA. Orange should be informing customers of this as they are fully aware...
I do state in my letter I pay for the pleasure of Orange broadband
"Service: Broadband Starter @£14.99 per month
Modem: Speedtouch (as supplied by Orange) "
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