Joined: 13 Sep 2007Posts: 1Location: London & Southampton
Since 1999 I have been with Freeserve, Wanadoo and now with Orange. My Orange broadband account is part of my mobile phone deal. I am one of those customers who feel that Orange is not at all helping the customers and I had several past problems with overcharging of broadband accounts, loss of broadband services, and currently I am unable to access the broadband and it is not displaying any webpages including Orange.co.uk. The e-mail was working for sometimes whilst this problem was going on with the webpages but now it also stopped working. As aresult I can't access the web or e-mails from my home computer.
I phoned the Orange customer service, which I presume is located somewher outside this planet, and the person at the other end fist suggested that there must be something wrong with my speedtouch modem software. (I am using windows 98 SE, on a pentium III computer with IE 6. Everything was working alright for the past 8 years.). On the advice of the Orange service person I re-installed the modem software but still it did not work. I phoned the second time, now a different person answered and again went through the same routine and suggested now that my internet browser might have been corrupted and suggested me to re-installthe browser. Whilst on the phone he also asked me to do some "ping test" and found that my computer is communicating with other servers and there is no fault in the communication. So instead of patching up the software I reformatted my harddisk on the computer and re-installed all software and modem without installing any other unnecessary softwares.
Yet again the computer was able to re-instated my account with Orange but failed to display anywebpage. At this time (after Three days first contacting Orange) I began to loose patience. I phoned Orange service again and explaine the situation. I told them that there is nothing wrong with my computer but there must be something wrong on their side. The service person asked me to leave the computer connected to online for 24 hours so that there engineers can do some "line tests". So since I had no other alternative I left the computer on for 24 hours and nothing has yet changed.
It is now 6th day I am unable to access the internet. I am also not sure what to do next with Orange. I sent several e-mail explaing the problem to Orange help but each time I got a automatated reply but nothing followed later.
Can't I talk to some real Human beings at Orange and get some information. Whom I should contact in the UK to lodge complaint? I tried to find from Orange website but there is no direct telephone number in any of them. They are very clever in avoiding dirct contacts. They simply want us to deal with those morons at the Orange service centres and pocket out our hard earned money for their stupid mistakes.
If anyone can give me some advice it is much appreciated
No, you do not want to phone them, you have no record of what is said
EITHER:
They have had sufficient time (according to THEIR procedures and Code of Practice) to resolve the problem. In writing request a CISAS (arbitration service) reference number, lodge a complaint with OFCOM and ISPA in writing, detailing the problem and Orange's instructions to resolve it.
OR :
Request a MAC code, change ISP and change mobile phone provider
_________________ An ex-Orange guinea pig
"The first third of our lives is ruined by our parents, the second third by 0range then along comes 02 and you die happy."
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
