I won’t go into details about the ten phonecalls to their Indian call centre, contradictory information, denials and complete misinformation.
However, forum members might find my experience of requesting a MAC code quite revealing.
The phone operator I spoke to was very helpful but was also quite insistent about me staying with Orange and offered me all kinds of incentives.
He said Orange would reduce my monthly costs to £9.99 a month with 3 months free, then he offered 6 months free, and finally I was offered Orange broadband for £5 a month! It was only when I said that even if I was offered free broadband from Orange I still wouldn’t take it that he relented.
Now for the interesting bit… he asked which ISP I was switching to and I replied BT – whereupon he told me BT were not accepting new customers that involved an LLU switch. He recommended Sky broadband instead.
I thought this was a bit odd so I phoned BT and asked them if they accepted LLU switches – the operator seemed bemused and spoke to his supervisor. He told me that of course BT accept LLU switches but for technical reasons the switchover process takes 10 days rather than 5 days. He was absolutely thrown by what Orange had claimed and thought it was probably a spoiling tactic because BT are winning more customers from Orange than other ISPs.
A word of advice to anyone who has been given the Indian call centre runaround – do not bother!!! Call Orange Customer Action Team on 0845 070 2976 – the phone operators here do actually know what they are talking about – they are not reading from a script: though whether they can resolve your problem is another matter.
Anyone who has phoned Orange regarding a broadband problem has had misinformation - but this is a direct lie designed to keep users with Orange or disuade them from joining another named ISP.
1. Don’t be swayed by their offers to reduce your BB monthly fees.
2. Don’t believe their advice on ISPs that won’t accept LLU switches.
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