So many issues, I don't even know where to start...
1) Needing temporary internet, I signed up for Orange dialup. I do not recall ticking any boxes claiming that I am the billpayer, or that I have their permission.
2) I use the Orange dialup perhaps for 4 hours a week
3) Orange reps phone several times, offering free month of broadband. After about 4 attempts, I agree to listen. I ask various questions about the service, including making sure that I can use my existing broadband modem.
4) A direct debit is set up to pay for the "free" month
5) Service officially begins
6) About 1 week passes
7) Post arrives, containing one inferior USB modem that I cannot use, and username/password on a bit of paper
8) I manage to connect to Orange network with PCI modem
9) I use the service for a while. The person who set up the Direct debit phones Orange, is assured that service can be cancelled with 1 day's notice
10) I use the service for the rest of the free period.
11) Payment goes out for free month
12) Person who set up direct debit phones up to cancel, agrees to "consider" other offers but definately asks to cancel. Definate impression is that it has been cancelled.
13) I try and connect to Orange broadband, it does not work. It appeared to have been cancelled. I stop using the service.
14) Direct debit is cancelled
15) I try and use Orange dialup, cannot connect.
16) I use Virgin dialup for a few weeks
17) email arrives asking for late fee payment
18) We investigate. It appears that the service was not actually cancelled because we phoned up too late.
19) I try and connect to the service, and begin to experience intermittent disconnections. I deduce that the failure to connect to the service at the end of the "free" month was a result of one such interruption.
20) Resigned to using the service for the 12-month contract, I contact technical support about the disconnections. They run a line test and convince me that it is my modem at fault.
The disconnections happen at any time of day or night, more commonly at night. Periods of outage last from 1 second to seven hours, with no warning. It has happened once whilst writing this message.
21) Billpayer wants to transfer to another broadband service, asks why we can't. Above events are explained. I discover this website and begin to suspect that my modem is not at fault.
22) Whilst considering options, we arrive at 3 possibilities
* Was the contract formed properly, does it require billpayer authorisation?
* Why didn't the rep mentioned in point 12 tell us that we couldn't disconnect?
* What is causing the disconnections, and if it is Orange, what can be done?
When the billpayer contacted Orange today, he was asked for my date of birth. He provided it and was told that it was incorrect and please hold. Billpayer got bored and hung up, and redialled. He passed the phone to me, and I provided my date of birth. The billpayer was then told that my date of birth was something like the 26/11/63, a date which has no relevance to me or anyone I know. I certainly never told Orange that date, and previously I have given my actual date and never had problems. The only thing I can think of to explain this is that they use voiceprints to verify who is talking, but that sounds a bit extreme.
Sorry for the long post and various points, but I thought I should include all relevent information. Does anyone have any suggestions?
TIA
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum
