I am furious. I became a Freeserve customer over 7 years ago and until recently never had any reason to call them. On 25th May my service was cut off. I had received an e:mail from Wanadoo saying that they were upgrading me to 8meg for free (yipee) and I may experience up to 30 minutes disruption on 25th May. After 4 hours I got suspicious so called them and was assured I would be back online by the end of the day. I also spoke to a supervisor (ha ha) since I am self employed and rely totally on my internet connection to run my business. He also made the same assurances.
Over the following 3 weeks I spoke to a total of 25 people at Wanadoo, some in customer support, some in technical support. Out of those 25, 22 of them just lied and rushed me off the phone as soon as possible. During my final phone call yesterday I was told that it would be another 5 working days to get the results of yet another line check and then it could take any amount of time to get my problem fixed but I was advised that I should not expect a quick resolution to this problem, other customers had been offline for months due to LLU (they seem to think this is acceptable)!!!!!
I had written to Wanadoo on 30th May outlining my problems, I copied my letter to ISPA, CISAS, Which? Watchdog. I received a response from Wanadoo dated 9th June stating that they noticed that my service was reconnected on 31st May!!!!! I received this letter on 13th June and was still not connected. This irritated me the most, the fact that they couldn't even be bothered to check their records to see that I had been calling them on a daily basis since 25th May so it was obvious the problem wasn't fixed.
I then decided to move to another provider and guess what, as part of the LLU switchover, Wanadoo have placed an "incompatible third party product" on my line so I can't transfer my service until their product is removed. How quickly can it be removed, not for 10 working days!!! Another 2 weeks..... and then another week for BT to get me connected.
Orange/Wanadoo should be ashamed of themselves, not only have I been without a service for 3 weeks but they make it diifficult for me to change provider unless I wait another 2 weeks for them to get their frigging device off my line. How can they be allowed to get away with this?
How can they make a decision to switch customers to LLU when there are known problems and then make no effort to get the problems sorted out?
The main reason I got so frustrated with Orange was their total lack of interest in my problems. Its impossible calling technical support where most of their staff are technically untrained, uncaring and are liars (the only thing they do seem to be trained in - how to lie to the customers). I got so sick of them blaming the problem on my Netgear router that in the end I disconnected it and went back to the old speedtouch modem. That stumped them since they no longer had any excuses.
I will tell everyone I know that Orange are S**T, I will never recommend them.
One tip, if you do call technical support, ask the person where they are, if there are not in Rotherham then just put the phone down and call again until you get someone in Rotherham.
One tip, if you do call technical support, ask the person where they are, if there are not in Rotherham then just put the phone down and call again until you get someone in Rotherham.
Rant overr!!
Go team Rotherham. I'm serious. The only time in six months of calls that I received decent Customer Support was from the guys in Rotherham. Shame that it took six months to get through to them in the first place .
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