i am so frustrated with Orange lack of customer services that i really dont know what to do next, i tried to change from wireless and talk to what seemed like a great deal (£5 pcm for wireless and talk) as im an existing Orange mobile customer, the first mistake was that in error they changed me onto a package without the talk - hence ive been without my broadband phone access since 28july, they then told me it would take 10 dys to change to the correct service, and insisted i needed a new wireless modem - so i waited and waited, eventually after 5 weeks and around 15 to 20 calls (many to indian call centre where they failed to understand the finer points of my issues) plus the promise that 4 separate modems had actaully been sent - one arrived! It was not however working! We had to phone the helpline for over 30 mins (premium rate) to get support to intially get the broadband working on our old wireless modem box (had given up on ever getting the phone working at this point) again at additional cost only to be told there was a prob with my laptop and it wouldnt work til a 'card' was changed - however after the call i switched my laptop off and on and hey-ho it connected!
So - we now have a wireless and wired modem connection but only through our old wireles modem box which i was told wouldnt work with the new package - if you have given up the will to live at this point - join the club!
Well after receiving an email to state that our package was now live and we can start using our phone, we went ahead. The only way we could and still can use our broadband phone is if we plug the BT phone into the modem and the broadband phone into the filter (ie they are both connected to modem somehow). We went ahead and used the broadband phone as normal (i phone the usa ever week for over an hour) assuming that it was live and we would get all our calls, including international and mobile for £5 per month.
i wrote a strong leter of complaint to Orange and was contacted by 'martin' who appeared frustrated and irritated by my situation and complaint in general - not what one would expect from customer services really - he said he would investigate and as i was driving at the time promised to call me on monday at 1pm - yes you guessed it, no phone call - he also told me that the broadband phone was not live after all so we had been running up a huge BT bill all because of Orange's incompetence!
Currently we have no idea whether the broadbad phone is live or not so were no longer using it - ive had no further contact from Orange so have lost all faith in them and am expecting a demand from Orange for their old livebox! Any input on this would be greatly appreciated as i now refuse to contact Orange again due to the cost involved in the phone calls - im considering some sort of action but not sure who to contact
thanks so much for that - at least i can vent my frustrations in a more targeted way - however i doubt Orange will be able to fix my trust in them or their service after this catalogue of disasters - i will be looking for compensation - have you ever heard of anyone getting this?
thanks
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