Hi Im new here! someone of Overclockers forum forwarded me onto this site. Ive not had time to look around but seems like Im now not the only one suffering my problems. I live in Hulme Manchester.
In Jan, Orange Broadband sent me a leter convincing me to upgrade my account as they said my line was capable of a minimum of 5.5meg - Im using 0.5meg at mo! I spoke to Orange on the Phone and yet again they told me my line is capable of at least 5.5meg as they have done tests on it.
I agreed to let them upgrade my package and for them to put me on a one year contract (I was not on any form of contact before). Ive been looking for a good unlimerted package for a few months as I now need a faster speed anyway.
However, no speed change came and I was stuck at 0.5 meg. Phoned up Orange and they told me they had done tests on my line and said my line was only capable of 0.5meg - so spoke to a manager and they said that no record of any speed change has been logged and they would at once upgrade my package and said sorry for lieing to me about saying I could only get 0.5meg.
A week later Still stuck on 0.5 meg. Phoned Orange again and they said the same thing as before and same result when I spoke to a manager. They promised me that Id get speed increase on my net in about 5 days as my line was deffo capable of at least 5.5 meg.
Two month after upgrading STILL STUCK AT 0.5meg.... this time Orange tell me Im on "LLU" network which only suports upto 0.5meg and they cant upgrade me and someone should have told me this before upgrading packages. They could only put me on 8meg if I was on "ipstream". Then they told me i was on "ipstream" a few months back but they "upgraded" me to LLU - and cant change me back. They said they would waver my contract.
A manager phoned me up last night so I explained problem to him, I relised he had put the phone on his desk and walked off - I could hear people talking in background but he had just gone grrrrr
I phoned up today to cancel Orange as I want to move somewhere else - they now tell me Im on a contract and will have to buy out the rest of my contract if I want to leave!!!!
They did not want to listen about how they conned me into contract!! Im now paying for a premimum package stuck for a year - and not getting what I was promised - its like if I got a £35p/m mobile contract - told Id get 500mins and texts then only getting 50/50 and them telling me tough and only way to get out is buy my remainding contract out!
All my Naybourghs can get 6meg plus and I live in centre of Manchester close to my exchange.
All suport team cant even speak english! Aviod Orange everyone!
I dont know if this is any use to anyone but this is what my router reports
It is possible to escape the grasp of Orange, I did! I really wouldn't bother dealing with the support team & their managers. Go straight through to Customer Care on 0870 8720099, they are the only ones authorised to close your account. They will tell you that they need an authorisation number from tech support to say they can't resolve your problem before they can do anything. Remind them that isn't a problem with your line or equipment, it's a problem with their LLU roll out that they chose to continue with even though it doesn't work, highlight the fact you didn't ask for or agree to the upgrade taking place. Point them to this site so they know that your "in the know" so to speak. Then tell them that your getting 1/10 of the service "they" said you could receive on your line and that in your opinion this is a breach of contract or trading standards issue. Explain it's causing you great stress and anxiety as you rely on your internet connection for work or to keep in touch with distant relatives. This last tactic seems to work very well with large companies in the wrong as they fear being sued. Remember they know there's a problem and that it wouldn't be difficult for a technical expert to prove that in court.
If you don't want to call, just re-word above so it's relevent to your case and email all of the Orange email addresses within this forum. You might have to send it a couple of times, but eventually you'll get an offer!
They even have an email address for dealing with these "offers", that shows just how big the problem is. The email address is "offer.acceptance@uk.orange.com", however I wouldn't suggest emailing this in the first instance as I "think" they may only get picked up if they contain a valid "offer" number.
Good luck, not that you should need it
p.s
With your line stats your line "should" easily maintain a 5 meg connection, I would actually expect nearer 8 meg.
How many times have we read this very same problem ... Orange you need i good kick up the arse!!
Your service is shocking and you lie constantly to cover your own backs.
i for one will NOT be paying you anything for leaving a service which did not work .... Where is my CISAS number u should have sent this weeks ago...
do i have to go to ISPA for a THIRD time?
Thank you PRThomasUK, that was very helpfull, after fighting with Orange for 3 weeks I spoke once again to customer services and quoted you almost word for word, the result being they are closing my account imediatley, I do not have to pay the remaining 8 months of my contract and they placing a cease on my line which should be cleared within 5 working days as I had no intention of taking an LLU MAC Code.
After Orange agreed to send me a MAC code as I was not getting service I was paying for - it never came! So phoned the creeps up and they said they will now not send it as I would have to pay off my contract first!
So asked them to close my account saying same words as PRThomasUK post - but no can do! They wont budge!
I even mentioned this site and they told me its a well known unreliable source!
What can I do - Orange are liers and cheets that change their minds with the wind!
Right got my MAC code off a nice guy who told me I was totally right that Orange has failed me and in his opinion cheated me. But also told me what a bullish lot his bosses were and they would not cancil my contract without a fight to the death... so he gave me my MAC code and told me to cancil my directdebit with Orange haha... I have done and migrated to Be
Will fight Orange to the death - no way will I ever pay them anything more!
They are in Breach of their contract! We have rights and we can cancel things if we have to. Orange treat you like your a bad school child, I reminded them not to speak to me so badly as Im paying their wages! Ive had legal advice on this... they cant do a lot.
To update... Be have informed me that my MAC code went thru ok and got an actervation date yay
Same day Orange sent me 10 emails saying they cant access my bank account for payment ( strange I pay 2nd of each month). Can Orange block me from Joining Be now Ive blocked my DD? Everything seems good as Be have accepted my MAC code.
Spoke to a computer programmer friend of mine who was on Tesco BB and had same problem as me - he cancilled is DirectDebit - Tesco's when mad - but he stayed firm telling them " you are in breech of contract" after a bit they just left him alone and now hes with someone else.
As long as the MAC is valid and Be have accepted it then no, Orange can't block migration. The issue of any money you may owe Orange for their 'service' is a separate issue. Congratulations and welcome to the increasing numbers of Orange deserters
After being told a cease had been placed on my line on the 13th and phoning BT Wholesale to confirm I have made numerous calls (£100+ since being migrated to LLU and having no connection so far, as they keep telling me to call back in 24 hours), to the liars at Orange Customer Services only to be told BT were not telling me the truth and that the cease had been placed.
It turns out today that it had not in fact been placed after BT wholesale gave me a ref No to prove it had not been placed and I asked for a MAC code instead and told them they had five days to supply me with one.
Their reply was that I could not have a MAC code as my account had been closed but they would place a cease on my line on the 22nd April which will take another 10 working days to clear the tag.
I tried complaining to Ofcom but all they say is to contact Orange to sort it out, if after 20 days following the date of the cease completion date it is still not clear then they can step in.
I have also complained to the ISPA although I don't hold out much hope with them as they seem to be a trade body paid for by the ISP's themselves, don't bite the hand that feeds you springs to mind.
I am now going to have to wait till Tuesday to ring BT Wholesale yet again to see if Orange have actually placed the cease this time but they won't be getting their lovebox back until they have and as I cancelled my DD a couple of weeks ago they won't get any money either.
If the futures Orange it's going to be a very dark place!!!!!
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