My broadband has recently been restored after 5 weeks of it being off for no reason. I rang EVERYDAY. Usually through to india who go through the same prodeure everytime - thing is, after the first few days, it was clear that the line was down, nothing to do with livebox!
It took them 3 weeks to actually do line tests and acknowledge there was a problem. I was promised call backs, but they never happened. 2 BT engineer appointments were arranged, neither showed up.
I had to get an Orange dial-up account to access the internet. After 5 weeks the charges are at £100. I'm a web designer from home and so i had to use the internet!
I wrote 2 letters of complaint, asking for compensation for loss of service, dial-up charges, and loss of earnings. Never heard anything back. Rang up today to follow up complaint and was told that my account had been credited with £10.
THANKS!!!!!!
They said they couldn't refund for lost service because my broadband is "free" with my mobile (although clearly the £35 a month includes the charge for it!) and they couldn't refund for lost earnings as i'm not a business customer. When i asked why only £10 and not the full £100, they said it wasn't their problem that i had used the dial up so much!!!
Thats absolutely disgusting. £10 for your efforts? That is appalling. Unfortunately even complaining to the ISPA will do nothing in your particular case- you have 'free broadband' and this does not fall into the remit of the ISPA (The ISPA will only look at situations regarding users who actually pay for their broadband service).
You could try sending complaints to other 'official' bodies, or taking legal action. Seeing as you rely on a stable bb service, look into switching. Whose to say this situation won't occur again?
Yep i read that i can't get help because it's "free". So crap. It's ok now, but i want to be treated as a valued customer! I've been with Orange for 7 years, with the same number. And its only since i moved to "free" broadband that i've had problems.
Watchdog never got back to me. Do i stand a chance of getting any money back or will it be a waste of effort?
You're a web designer working from home and you are using the Orange free add on to a mobile phone account to earn your living!!!!!! I would suggest you need to cancel your Orange account; pay the cancellation fee whatever it may be and set your business up on a commercially viable basis.
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