Joined: 01 May 2007Posts: 10Location: Ripley / Derbyshire
Hello everyone and hello people at Orange ( we know you visit this site)
My name is Anthony Duncalf i live in Ripley Derbyshire (check your accounts Orange you'll find me).
My internet connection went down hill about a month ago.i now download files at about 12kbps ,it used to be about 6000kbps,slight difference there.My connection disconnects every few minutes and the adsl light keeps flashing sometimes for 5 minutes then i can reconnect again,then get disconnected very shortly.
I have made about 30 calls to technical support ,who go through the usual process of have i changed my filters etc.
If the adsl light is flashing the connection has been lost from the telephone exchange ,this has nothing to do with me.
Orange are blaming BT saying that it is their equipment that is at fault and Orange are waiting for BT to fix it.The weird thing is ,none of my mates in my area have a problem with their internet.
It's now a month later and the problem is still there.My polite phone calls arn't polite anymore.Nothing is being done to fix it so yesterday i asked for my MAC code and was told that i would have to pay a cancellation fee,to cancel my internet account that doesn't work properly.I think they said it was £120.
So i either refuse to pay it and face court or pay it and get the hell out of here.
I'm actually that pi**ed off that i might even pay it to get shut of this company.
But i am doing everything i can to make my battle with Orange public.This site is great,but i will be contacting watchdog and i will email some newspapers .I don't know how they dare try and make me pay to get out of a contract when they can't supply the service i pay for.
It is a new feature that we have set up that will give customers some documentation to support their claims that a contract is not being fulfilled on the part of the supplier, in this case Orange.
It may, just may, help you get away with your cancellation fee - and if it does (or doesn't), please do let us know.
It is probably best to record speeds 3-4 times a day (e.g. peak and non-peak times) over at least a week (or more), then print off the results (which appear in a table and a graph) and send them to Orange with a letter of complaint.
We completely agree that it is not fair having to pay a cancellation fee for a service which you are not receiving (or a service that does not meet the product's description) which is why we are now starting to push this issue.
We also understand that this takes a couple of minutes out of your day to do this, so we have made the process as simple as possible. We are looking for feedback for this feature and would be grateful to hear from you telling us what you think.
Joined: 01 May 2007Posts: 10Location: Ripley / Derbyshire
hello,
i will do anything i can to show people that this service is shocking.i have been using http://www.thinkbroadband.com/ to do my speed tests for a month now and my download speed is about 0.1kbps. A complete joke.
I will do the tests on this site to show everyone else the results.
It's now a month later and the problem is still there.My polite phone calls arn't polite anymore.Nothing is being done to fix it so yesterday i asked for my MAC code and was told that i would have to pay a cancellation fee,to cancel my internet account that doesn't work properly.I think they said it was £120.
So i either refuse to pay it and face court or pay it and get the hell out of here.
It is difficult to challenge a huge organization like Orange. They will
use their corporate might to intimidate any complainant. If Orange
threaten you with court action, because you refuse to pay for a service
that is not in accordance with the agreement that you have signed, then
let them take you to court. Most likely they won't turn up at court
anyway and even if they do then their council will probably have nothing
more than a bunch of BOT generated printouts that will not represent a
significant challenge to someone who has done his/her homework in this
respect. I just think that people shouldn't cave in to these corporate
bullies.
Joined: 01 May 2007Posts: 10Location: Ripley / Derbyshire
I have complained twice now to 'Ispa' . My second complaint was a few days ago.Orange have left a message on my answerphone saying that i will be able to cancel my contract without paying a cancellation fee.
There is light at the end of the tunnel afterall.
It's quite sad really,i've been a customer of freeserve since broadband took off ,about 5 years or so ago and had no problems whatsover.It's a shame that no one could be arsed to fix it when i did get one.
So hopefully i will be free very soon . I'm off to adsl24.co.uk ,as their ratings are very high ,good price and a 1 MONTH CONTRACT.
A MESSAGE TO EVERYONE . AVOID ANY COMPANY THAT HAS A 12 MONTH CONTRACT .THEY WILL USE IT TO MAKE YOUR LIFE HELL .
Joined: 01 May 2007Posts: 10Location: Ripley / Derbyshire
cheers Stevelondon , i think thats it !
Rang them today and they said i don't have to pay the cancellation fee.
The 'ispa' must a kicked their arse because the first time i complained i got a call from Orange and the second time they rang very quickly to tell me i'm free.
This is the way to kick them in the balls if they don't give you what they want .
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