I have been without internet now since Saturday 26 May. =( I called Orange on Friday only to be told that even though i've been a customer since the freeserve days, I am under contract until Jan '08 as like many others, we signed up for the 8meg deal back in January.
Well, I called them up and told them how disgusting their level of service is, and they said that the problem is going to be fixed on 7 June, as their are "issues" with the line (heard that one before?)
I therefore asked for my MAC code, and they said I would automatically be charged the £150 cancellation fee, and I said that I would not be paying this, as you are in breach of your contract.. I tried to get them to waive the fee but doesn't look like this will happen. They also said that if I was to call back the next day, they might be able to fix the problem! how the heck do they work that out?
I know £150 is a lot but im that desperate to get away from them I might to tempted to pay it!
Anyone else in a similar situation? Just looking for some advice really.
UPDATE!!!! -CHECK OUT THIS E-MAIL I RECEIVED FROM Orange TODAY!!
Thanks for your email addressed to Eric Abensur. As a Customer Relations Specialist your complaint has been passed to me. I did try to contact you at home today but unfortunately you weren?t available.
I?m sorry to hear that you?ve experienced problems with your internet service since 26 May 2007. In May we upgraded your service by moving it onto an Orange (LLU) owned exchange. We believe that this is the cause of your connection problem. I?ve asked the engineers to take a look at your internet service and they?ve altered your internet speed to a more compatible one for your telephone line. They believe this should have resolved your connection problem.
The move to LLU was completed on 14 May 2007; therefore you should now have a working connection.
I?m sorry that the cause of the connection problem was not identified and resolved sooner. The move to LLU shouldn?t have interfered with your service for more than 30 minutes. If you?re still experiencing connection problems please feel free to call me on 0845 070 2976 (Monday ? Friday, 9am ? 5pm), or email offer.acceptance@uk.orange.com and I?ll investigate the matter.
I?ve applied a refund for May?s service charge of £19.99, as you were unable to use the internet for the past few weeks. I?ve also applied one month?s free service to apologise for the inconvenience caused.
If you?d still like to move to another internet provider you can do so by using the below code before the expiration date;
Last edited by Lulie on Thu Jun 07, 2007 1:32 pm; edited 1 time in total
It was not actually myself that "entered" into a new contract. (It was my brother) and he did it online. No documents were ever received from Orange stating a new contract was entered into.
Thanks for your help. I'll see what happens on the 7 June!
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Hi Lulie
They must give you a MAC within 5 days of you requesting one wether their is a dispute over money or not ask again if they delay again tell them you are going to report them to Ofcom as they are clearly in breach of their own contract and they work both ways not just Oranges way they would look fools in court.
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