Joined: 15 Aug 2007Posts: 1Location: Camridgeshire
Since getting broadband in February it has been intermittent in terms of the lights on the speedtouch flashing for a period of time before going solid - sometimes 5 minutes, sometimes 45 minutes. Since 3 August it has ceased working altogether - the light remains flashing continually. Now 6 calls to Orange Technical Support later costing nearly £40 I still have no broadband. I have been advised to buy 3 new ADSL filters which Ive done (apparently to plug into each phone socket to stop the broadband signal spreading between 3 phone points in the house), I've swopped cables, tried the alternative usb port, swopped phone ports, removed cookies, removed temporary files, rebooted several times whilst on the phone to Orange, changed various settings on the laptop, uninstalled and reinstalled broadband, and the latest 2 days ago was a second phone line test (as they lost their record of the first). They told me to phone back in 24hrs which I did yesterday only to be told that BT Engineers were woking on the line and to phone back in yet another 24hrs! I said I felt the issue was the speedtouch and they said it wasnt as the Engineer would have reported it on the line test. This foxed me and when I asked whether a remote Engineer could tell whether I had a prob with my speedtouch they said yes but the problem is the phone line. I asked if it would help to call BT and they said No, because they had already told BT. Often I could not understand the person on the line - one time having to get it repeated 3 times before being spelt out letter by letter. I was asked at each phone call the same questions - the version of windows I was using, whether I had an extension lead, how many phone sockets I had in the house etc... Help me! Im a single mother and cant afford £40 of calls, the cost of new ADSL filters and paying for broadband which Im not getting. What can I do? cancel the standing order and refuse to pay? Im so angry I think I would be quite prepared to be taken to court as not only am I getting no service but its actually costing me an extra fortune on top! All I want is broadband that works - is that too much to ask? Max
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Hi
Ask them for a MAC they have to give you one within 5 working days of requesting one by law wether your in contract or not most ISP's do not charge for a migrate in then you can dispute whatever money contract etc if they give you the crap "that you cant leave etc ignore it and demand a MAC so you can leave and threaten them with Ofcom, its wise not cancel your payments till you have migrated or they will not remove the tags on your line.
You can fill in an online complaints to the ISPA Here to which Orange is a member and explain what has happened.
Good Luck
_________________ ex Freeserve/Wanadoo/Orange Blog
Have a word with Customer Service about your phone bill. I'm having similar problems (hate to say it but I'm well over £200 out of pocket... and counting) but Customer Service have agreed that, if I send them a copy of my phone bill highllighting the calls I made to Orange in order to get the problem fixed, they would reimburse me that amount.
To be honest they said it in a very matter of fact way so I suspect (hope) it's common practice. Give them a whirl.
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