I moved to Orange broadband as part of a mobile contract over 3 months ago and have had terrible speeds ever since. I signed for the 8mb all singing all dancing wireless jobbie thinking my former 2mb connection would look slow in comparison.
Initial slow pages were confirmed when I did a speed test and found I was only getting around 1mb. I'm a logical person so didn't hit the panic button. I went to the Orange website and tried all the self help stuff on there. Nothing improved the service (and to be honest , looking back I'm not surised - my PC was/is in good order)
Next I e-mailed the customer help group and never received a reply. So I emailed again and was told to phone customer support. So I did. That was the beginning of the most infuriating set of phone calls I have ever made. The word help should not be associated with them at all, ever. They do not listen to your problem, they do not understand what you are telling them and their advice is only what is on the website.
I have ordered 5 line tests in the last 5 weeks. Depending on which operator I speak to they have either all been cancelled or I have 2 confirming faults - they can't make up their minds.
I am supposed to have had the work to fix the fault twice but on both occasions nothing has happened. I have wasted hours on the phone to them, spoken to higher beings (one of whom didn't even know what to do, spent 5 mins on the phone trying to figure it out before putting me on hold to ask a colleague) and I am still no better off.
In 3 months I have 2 occasions where my speed exceeded 2mb. All other tests have been below that and commonly below 1mb.
I want to know if anyone has told Orange to cancel their contracts and been successful. I am sure, in the light of all the problems on this site there must be grounds to do so - surely for failure to supply the advertised goods. In any other circumstance if the product isn't as specified you can return it for a full refund.
If possible with your contract, "upgrade" to the option that gives you free broadband. You can then request a MAC and switch provider with the balance of the contract payable to Orange, 9 months x £0.00 = £0.00
Problem is I took it with a mobile phone - If you look at the price - it isn't free, you pay for it. If I don't get the broadband promised then I don't want the phone either.
They have one more chance before I cut payment to them!
I was stuck in a contract. They wanted me to pay £150 to leave so I downloaded my way out. I managed to average above the invisible 40Gb FUP limit and they sent me a nice letter saying the account was being suspended and I could have a MAC code for free. 2 weeks later I am with BeThere, all with only 2 days without internet and no charges from Orange.
Its the best thing I ever did... I now have speeds back up at 8mb instead of Oranges 8mb crippled to 2mb service and its a fiver cheaper (but no free calls - even that was getting unreliable towards the end).
He means downloading an excessive amount, for which Orange could terminate your contract. e.g. download software updates, do a lot of video streaming etc., however the couple of times I downloaded an Office patch (approx 100MB) I noticed my speed was much slower for the rest of the evening
Elhana recently posted that they may now just put a cap on your line at peak periods instead of terminating your contract
Elhana recently posted that they may now just put a cap on your line at peak periods instead of terminating your contract
Which he should specifically know about already, as it's a trial of a new process customers are informed above what's already done and it should be pretty easy for anyone on the end of the phone at Orange to notice the signs.
Ive had my mobile 6 months and had the broadband max, i added the home max but they messed up my line with the LLU error, I made so many phone calls all being told the same crap as everone else and went from wating 2 days, 3 days, 10 days, told 30 days so I went through to customer care and went mad.
The broadband techincal rubbish india team can put you through to customer care in the UK if your not happy.
The woman told me id have to pay a cancellaton fee and I went insane and said no my broadband is free with my mobile.
I kept my mobile contact and went ape at her and she waived the fee and let me off because i told them they arent providing the service i paid for therefore they are in breach of their contact and i would see them in court.
She let me go and it was easy as that.
I got my MAC code this morning! very quick and have already signed up to BE internet.
I was stuck in a contract. They wanted me to pay £150 to leave so I downloaded my way out. I managed to average above the invisible 40Gb FUP limit and they sent me a nice letter saying the account was being suspended and I could have a MAC code for free. 2 weeks later I am with BeThere, all with only 2 days without internet and no charges from Orange.
Its the best thing I ever did... I now have speeds back up at 8mb instead of Oranges 8mb crippled to 2mb service and its a fiver cheaper (but no free calls - even that was getting unreliable towards the end).
I did the same thing for my Nan, They were giving her around 1mb of the 8mb service she was paying for. When she tried to cancel apparently she got abuse from the person on the other end of the phone. I went there with my laptop and downloaded about 150GB over a few weeks. Next month, she got a letter saying that they had suspended her account. Luckily, My Auntie's contract ran out just as the problems started.
Shame I cant even get connected to do the same thing on my line. No connection for over 3 months, still no MAC key that was promised oh so long ago.
The whole family has been with Orange (Freeserve) since 1999. We don't deserve this.
Shame I cant even get connected to do the same thing on my line. No connection for over 3 months, still no MAC key that was promised oh so long ago.
If you have 30 consecutive days of no connection with a record of CS/TS calls concerning the problem you will get a MAC without incurring contract cancellation charges.
_________________ 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."
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Dazmo wrote:
I did the same thing for my Nan, They were giving her around 1mb of the 8mb service she was paying for. When she tried to cancel apparently she got abuse from the person on the other end of the phone. I went there with my laptop and downloaded about 150GB over a few weeks. Next month, she got a letter saying that they had suspended her account. Luckily, My Auntie's contract ran out just as the problems started.
Shame I cant even get connected to do the same thing on my line. No connection for over 3 months, still no MAC key that was promised oh so long ago.
The whole family has been with Orange (Freeserve) since 1999. We don't deserve this.
If they havn't given you a MAC that you have requested report them to the ISPA you will soon get one off them as they are breaking the law and they know it.
_________________ ex Freeserve/Wanadoo/Orange Blog
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