Joined: 17 Oct 2006Posts: 61Location: Leeds, West Yorkshire
Why I will stress that NOBODY should sign up to Orange Broadband….
I’ve been a customer since 2003 when it was Freeserve, when it was Freeserve the service was fine….
When it was Wanadoo the service was fine….
when it became Orange the service became absolutely abysmal!
I’ve been a customer for 4 years – at most I’ve had 1-2 days downtime with the previous suppliers, but since Orange took over I have had the most traumatic and time consuming waste of 4 weeks in my entire life.
A brief breakdown of the problem is thus:-
Orange knocked me off-line – they never informed me they were going to do this – they have no idea how to fix it – they were constantly passing the buck and fobbing me off and my issue went unresolved for a month.
The problem timeline is below:-
Friday 13’th (coincidence?) – No ADSL light on router, gave Orange the benefit of the doubt and didn’t call them while evening Saturday 14’th
Sat 14’th ADSL light still out – spoke to technical support and informed that line upgrade in progress, will be complete and back online in 24 hours. (20 Min phonecall)
Sunday 15’th – ADSL Light back on but unable to connect – spoke to technical support who said that the line is still being provisioned and cant do anything about it because the provisioning dept is only open Mon-Fri 9-5. (37 min phonecall)
Monday 16’th – ADSL Light still on, still unable to connect. Spoke to technical support, they spoke to Provisioning department – provisioning said still working on it – I told them to do a line test – they did a line test and said call back tomorrow for result. (45 min Phonecall)
Tuesday17’th – Called back for line test result, said that there is no fault on the line and that my account and line are still 100% active and no reason why I cant connect. Told to call customer services and have them check my account – called them and the words “Chocolate” and “Fire-Guard” spring to mind – they referred me back to Tech support who then hung up on me. (30 min phonecall)
Wednesday 18’th – Called tech support and demanded to speak to the Provisioning dept, they spoke to them and said that they’d been informed that the line upgrade was not complete but would be finished by Friday – call back then. (50 min phone call)
Friday 20’th – ADSL light on still unable to connect – was told that they were going to do a line test and to call back in 3 hours for the result – called back 3 hrs later to be told there was a line fault and that the engineers are working on it – told to call back in 48HRS (1hr 18min phone call)
Saturday 21’st – ADSL Light on Still unable to connect – Called tech support for an update – said the engineers are working on it – told to call back Monday. (15min phone call)
Monday 23’rd – An engineer called me to ask “is it working”? Totally pointless, he couldn’t give a toss; he didn’t want to do any troubleshooting. Useless.
Phoned for a complaint report spoke to Vladimir Smirnov supervisor Rotherham, escalations... Told he’d logged my complaint and someone will be calling me back within 24 Hrs…
(50 min phonecall) – note the length of this complaint call; it will be significant later on…
Wednesday 25’Th –I called customer services to ask where the call back was? – i was informed that the notes stated that I’d been advised that the call-back was any time (though I was told previously it was within 24 Hrs) was also informed that my notes stated a complaint had been raised and my notes said “customer called to state he was unhappy with service in general” though I had spent almost 50 minutes on the phone logging a complaint and they noted just 1 sentence!!!! – ANGRY is not the word I’d use to describe my feelings right now….
Thursday 26’Th – struggling to get through to tech support, keep getting disconnected; suspect they’re purposely disconnected me. Finally got through to “Susanne” or whatever her name was (Indian) she said there systems were down and to call back in 1 hour…..
…..1 hour later
Told to call back in 48 hours as there was no update (although the guy on the 25’th said there would 100% be an update)
Called Customer service, spoke to an English woman, she said she’d put me through to the tech support department in their call centre, she put me through to a number that just kept ringing, and ringing and ringing and ringing – finally got to Adam in tech support…. Said he was going to check the fault recording system…checked no update. Told to call back on Saturday as they need 5 working days from the 22’nd which is when the fault was raised….funny that considering I’ve been chasing the fault from the 13’th, so nobody has logged the case for 9 days from the day I originally reported it? Disgusting.
CAD escalations team is dealing with it. I was PROMISED a call return with an update on Thursday 26’th.
Friday 27’th - Told my fault had been closed!!!! Told by India call centre
Called cust services – Samantha she didn’t care, but put me through to an English speaking tech support department (wow they do exits) I asked if I could speak to the escalations department, she said no, again this is funny because I was able to speak to them the other day. Lied to again.
Why do they only put u through to English dept when you threaten to complain or play hell? Bad customer service Very bad.
Lets see what happens…
Spoke to John – his system locked up when bringing up my account, how strange! (I advised him to call tech support in India, they are most helpful) he wasn’t amused…funny, I didn’t think he would be. USELESS – after rebooting his system he failed to reboot his brain, he told me that the fault had definitely been closed, so he’d re-open it and I’d have to start the process again. He didn’t give a flying fu.ck. (45 min phone call)
Now the Cancellation process..
Saturday 28’th
Told to call tech support to get cancellation fee waived, due to cancelling
because of technical issue – Get MAC code…. Was then transferred to Customer Care..
Kev – Bumbling American called me back then hung up on me while trying to transfer me, fu.cking moron! Did call back, sounding embarrassed… THEN he worked out which button on his phone was the transfer button!! Passed me to Rachel in Tech support who was again less than useless…
Rachel ext 2896 – Sunday said she’s going to re-submit the line test and to call back Sunday
Sunday 29’Th – asked to speak to Rachel as she told me to call back. Got told they cant put me through to customer care and told me to call back on the 151 number – I then said nope I cant be bothered to do that, so just cancel my account from here, she said ok I need to speak to the customer care team…hang
Marie Customer care–she wasn’t willing to waive my connection fee, so I carried on and she went to speak to someone else, I want my MAC code.
Marie – customer care 2299 – said she’ll look into it and will call me back at 2pm tomorrow.
Christ sake, will these people ever let me be free!?>!?!?!
NO CALL BACK!!!!!
Monday 30’th – Andy tech support? But was on hold for customer care no troubleshooting at all – said I’d have to go through the fault process again. I then told him to put me through to customer care.
Andy customer care emailing my MAC code to me. Promised my code for Friday
Friday 04’th – MAC CODE RECEIVED!!!!
Friday 11’th May – my ADSL is back on and I can confirm my internet is now working again HOWEVER I used to be getting a speed of 2.7mb….now I’m only getting 1.1mb – WOW some UPGRADE that was!!!
Orange I hope you go out of business very soon, you will not be missed.
My complaint, along with audio recordings of my phone calls to your relevant departments have now been sent to the following:-
Offcom, The Sun, The News Of the World, Yorkshire Evening Post, BBC Watchdog, BBC Click, ISPA, PC Weekly, PC Professional, TECH Watch, Computer Weekly and lots more which I cant be bothered listing.
To everyone else – leave now, leave while you can….
_________________ I am me, you are you, we are us, so who are they?
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