I have now been without an Internet connection for almost 4 ½ months and was wondering if anyone out there could please help me to solve this problem as the situation has now become extremely distressing to myself and my Wife. I have made approximately 30 calls to Orange during this time and have written 5 letters but still I am no nearer to having my connection restored. The problem began when I received a letter from BT (my home phone provider) informing me that they had received confirmation that I was leaving my present address and therefore my phone line would be disconnected on 25th October 2007. As this wasn’t the case I contacted BT and was told that as I had recently had Broadband installed it was likely that the ISP had tried to take over the line, therefore triggering their letter to me. I stressed to them that I was not changing address and therefore did not want my connection cut. Unfortunately BT did go ahead and disconnect the line and since this time I have been without an Internet connection. To cut the story short, after a multitude of line tests, equipment replacements and broken promises, I was informed by Orange in January that no broadband could be found on the line (as if I didn’t already know that) so they would have to create a new order and begin the installation again. Weeks passed by and deadlines were missed and so I wrote to Orange and this prompted a call from them on 25th February 2008 informing me that I must speak to their Special Provisions Team and to do so I would have to call customer services who would then transfer me to them. When I called, the operator was unwilling to transfer me but spoke to them on my behalf and I was told that my connection would be restored in 7 – 10 days time. I didn’t believe that this would happen for one moment and so contacted them again on 3rd March 2008 to seek assurance that this promise would be fulfilled. I was told that my connection would be definitely be restored by the following day. On returning home from work I found that this wasn’t the case and so contacted them once more. This time I was implicitly promised that it would be done by midnight. Midnight passed and still no connection, so once again I contacted them. Incredibly, I was told this time that I had in fact been mis-lead previously and it would actually take a further 10 days for a new provider to be added to the line. This really was the final straw and I am now looking to take this matter further. Please could somebody help by advising me who to contact and how. I suppose the simple thing to do would be to cancel my subscription and move on to another provider but after such a long time I really don’t want to give up now and intend to fight them all of the way.
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