It’s my first post on here and I really hope someone can help.
I moved house Feb 08 and rang to tell Orange and that Id like to transfer my broadband to my new address.
They did a line test and said there were previous Broadband tags on the line (apparently with Sky broadband) and that Id have to get these removed before Orange could make the line live. They said the only way to do this was to contact the previous ISP
So I then had to ask the previous Sky Broadband account holder to call Sky to ask for these tags to be removed from the line. Sky said they would do this but it would take up to 10days.
I called Orange back and they said to call them in 10days when the Tags will have been removed.
So basically after a month of going backwards and forwards with this, Orange finally confirmed the line was clear and that they would then “place the order” for my broadband connection, they gave me an completion date of 14days later making it the 28th March.
I called 28/3 to ask if it was live, I was told it wasn’t showing on the account yet so to call back on Monday after the weekend as they couldn’t check the account on weekends.
I called on 31 March and was told to call back the day after as a “delay” was showing on my account and that their supplier was closed so they was unable to ring them.
1 April: I called again and the person I spoke to actually called their supplier and put me on hold, he then came back and said he was told there was a system error and my connection still hadn’t been done but couldn’t find out the reason however will find out and call me back the day after.
2 April. I was called back and told that apparently their supplier “Magdelene” has had to cancel my order and re-start the order from the 3 April and it will now take 7-10 days to become live. I was told this was an error on Magdelene’s part and gave no other reason for this happening, He gave me a new target date of 14 April
15 April: I again called Orange to see if my BB is now LIVE and was told that no the order has to again be replaced from tomorrow and again will take another 7-10 days. The reason he gave me was because they have to do a BT Line test in order to replace the order and he doesn’t know why this wasn’t done. I asked if they could ring me back to update tomorrow and he said no you’ll have to call us as this is an incoming service only.
I really give up guys, I don’t know what to do any more. It doesn’t help that I’m not technical and don’t really know the ins and outs of how this works, all I know is I’ve been very patient and done all they have asked and meanwhile I’m without the internet and having to spend money on frustrating calls. I really feel like cancelling it all and going with another ISP. Can anyone offer any advice.
Phone them and confirm in writing that you do not want to proceed with the order (there is no contract yet) as they have been unable to connect you and have failed to meet the completion date of 28 March.
You should appreciate that this is a warning sign of worse to come....get out now while you can.
My advice is to get your broadbnad with a real ISP - Orange are not that.
They are just full of excuses and lies, as you are finding out.
There are some great companies out there who actually care about their customers.
I can vouch for both Idnet and o2 (now Sky) broadband.
Both have provided me with a perfect, fast connection, fast setup, free ENGLISH SPEAKING customer support and they do things to help if you need it.
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