I am posting my email to Messrs Abensur & Lombard and the response received today :
"Dear Sirs,
I can assure you that I am relentless in my pursuit of an acceptable Broadband service from Orange.
I will not go away satisfied until I have received your confirmation that, as two of the most senior employees of France Telecom, you are doing your utmost to ensure that the problems your broadband customers are experiencing in the UK are being investigated and corrected AS A MATTER OF EXTREME URGENCY.
Regards,"
The response :
"Dear Mr Hyder,
Thank you for your email, apologies for the delay in replying. I am sorry to hear of the slow speeds you have been experiencing; our engineers have confirmed that some broadband customers may experience slower than normal speeds, especially if they are trying to download large amounts of data. This issue is being addressed and we are working hard to improve our customers’ experience. I have not yet received confirmation of when this problem will be fully resolved, but work is currently being carried out to improve download and upload speeds. This is of prime importance to us, so please rest assured that anything that can be done is being done, and we believe that a resolution is in sight.
If you would like to discuss any points further, please contact any member of our Customer Action Team on 0845 070 2976 (Mon-Fri, 8am - 5.30pm). They have all the information and tools to be able to further assist with your query.
Kind Regards
Eric Abensur"
Yesterday afternoon I received a voicemail message on my landline phone asking me to phone Orange Customer Action Team to discuss my complaints.
I had already told Orange CS (a Ms. Diana Hurst with whom I have exchanged several letters) that I would not discuss complaints over the phone because they had the advantage of being able to record the conversation while I did not have that facility. So I sent an email reminding them of this and giving them the option of either sending me an email or a letter. I await their response.
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