July 2007 i made the biggest mistake of my life by signing up with Orange £5/month up to 8Mb broadband. When i signed up Orange checked my line and told me i should be able to get a 6Mb connection which i thought was great as i was paying £30+ for 20Mb with Virgin. It all started when after waiting for 3 weeks to get connected.........i was only getting 1Mb download speed so i called tech support who decided to do a line check. This came back showing there was a problem with my line and an engineer was looking into it. After calling back each day i ended up having to have another line check done, which followed with another, and another, and another and another. This had been going on for about 6 months and i was getting a little bit annoyed to say the least. I tried to cancel the broadband and was told that because i had a connection that i would have to pay the remainder of the contract so i gave them another chance to try and fix it.
Each time i called i got the same old...........what the @ symbol status on the live box...........have you done a reset on your live box...........have you tried using the master socket.......blah blah blah.....i guess you've heard them all before.
Well this week was the straw that broke the camel’s back............two weeks ago i had a line check done and i was waiting for an engineer to sort it. Monday i called tech support and was told that a note had been put on my account that an engineer should be calling me that day.........well you guess it they didn’t!! So Tuesday night i called tech support and they told me that the case had been sorted to which i asked what the problem was as it was still the slowest internet I’ve ever had. The tech support couldn’t answer my question and wanted to raise another line test to which i laid into him about how incompetent they where and that i was going to cancel.
Unfortunately for me it was nearly 10pm so the customer care department was closed. So tonight i called and got through to the customer care department and explained everything saying that i wanted to cancel but i wasn’t prepared to pay for the remainder of my contract. I decided to let them try and see what my problem was and they came back saying that they have checked on BT's website and another Broadband supplier and both say all i can get is 1/2Mb.
So basically i have been sold something that Orange could never provide and he agreed to cancel my contract there and then.
What I’m looking to do now is write to them demanding a full refund for the broadband i have paid and also my landline as before this i didn’t have a landline as i was on cable. I can provide bills from BT showing that i have made zero calls on my land line as it was only brought for the purpose of getting 6Mb broadband with them.
Has anybody had any experience with refunds??
They have admitted they miss sold a product to me so hopefully i might get something back.
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