I took out a £30 per month Orange contract with free broadband a month and a half ago. I was previously a Wanadoo broadband customer paying £17.99 per month. When I ordered the contract the website told me to ring customer services in order that my free broadband can be processed. I did but was told this would be processed automatically.
This has not been done and Orange are continuing to charge me £17.99 in addition to £30 per month. I have telephoned customer services 6 times now in an attempt to get my free broadband processed and to get them to upgrade the speed of my account (as promised) and to send me a Livebox which I have still not received.
Each time I get a different story:
Story 1: "It takes 28 days to process the free broadband and you will get a refund for the amount you have been overcharged". This was 31 days after placing the order. No refund has been made.
Story 2: "Your last house move was unsuccessful and we have to sort out a problem with your account before we can process the free broadband or send you a livebox". My house move was 18 months ago and I have been using Wanadoo broadband succesfully ever since.
Story 3: "You currently have a Wanadoo Broadband account. You will need an Oranage broadband account to get free broadband. I can't do this for you because the system is down - you'll have to do it yourself online". There is nowhere on the Orange website that I can change from being a Wanadoo customer to being an Orange one. Given that they are now the same company this would seem strange functionality to want to implement on their website.
Story 4,5 and 6: Similar examples of "customer service" (I use the term loosely) staff that don't give a damn about the customers that are keeping them in a job. I don't really blame them. They are certainly under trained, probably underpaid and, in working for a company that believes it can treat it's customers like this and survive, undoubtedly demotivated.
I am at a stage where I believe the customer service team is incapable of dealing with this seemingly simple administration error and in so doing fullfilling the terms of the contract I have with Orange. I will be forced to seek alternative means to redress the situation. This includes:
1) Writing to BBC watchdog.
2) Telling everyone I meet of my experiences with this company.
3) Seeking legal advice on escaping from my 18 month contract.
I am now at a precipice. One polite, apologetic call from an Orange member of staff followed by swift action to resolve the situation would be enough. If this is not forthcoming then I may teeter over the edge and follow through on steps 1,2 and 3 above.
go to the disconection part in customer service or is it thinking of leaving Orange, i did that as i was waiting for my free broadband to start and they moved the goal posts on a number of conversations over the month like you have broadband why do you need it again from us (as only move din a week before asking for free broadband, tell them the problem and my guess is it will just pop in to place mine did, when i told them i was going to talktalk
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum
