I've been an Orange member since they were transferred from Wanadoo; never had any problems with Wanadoo or Freeserve, they were both great.
In March I began having problems with my Livebox. They sent me a CD which wouldn't work on my computer, then a second, which wouldn't work; I just used the old modem instead for a while. The call centre was useless, I gave up trying to fix it for a while since I could still connect.
In April they did the cold call and reduced my payments slightly in return for renewing my contract; I was okay with that. (I don't know if this was an 18 month or 12 month contract; I assumed it was 12 month because that is what I had had previously, and they didn't tell me otherwise. Only after reading some forums did I discover that they have been putting people on 18 month contracts.) While on the phone I mentioned the problem with the Livebox and I was asked by the Orange worker whether I would like a new one sent to me. I said 'yes'.
I waited a number of weeks for the new modem to come but it didn't. I had a long phone call where I eventually threatened to cancel, and they put me through to someone in the UK. The guy in the UK said I could have a Livebox but he convinced me to have another type of router instead. I explained to him that I needed the Livebox so I could have 2 computer connections going through it; he said that the router would be able to do this. He also gave me a free month.
When the router came I find that it has only 1 connection, not two, and also, that it doesn't have the ability to make phone calls through it, like the Livebox. I then wrote a letter to Orange asking them to replace the Livebox with another Livebox.
They replied on 13th of July, 2008, and told me they were very sorry, and that they would send me a new Livebox within 3-5 days. They also gave me 2 free months. As of today, 11th of August, the Livebox has still not arrived.
SECOND ISSUE:
When these problems began I was living with my parents but since then I have moved to a new rented property where the landlord doesn't allow a BT line to be put in (I assume she don't want the complexity of dealing with this when there are 3 sets of renters sharing the house, 1 couple of whom have a Cable connection. She also told me that BT doesn't have a cable going to the house and had an avoidant attitude when I told her that I had an internet connection through a BT cable.) I was willing to pay out the rest of my contract so that my parents and sisters could still continue to use the internet in their home.
However, since we have had problems with the internet my parents want to get a new internet provider. I therefore have to cancel my contract for this reason also; Sky cannot connect until Orange have unconnected. If Orange had actually sent the Livebox they promised I would have been able to let my parents continue using it.
CONCLUSION
Firstly, do you think that Orange has been in breach of its contract to me? Unfortunately I am unable to find the printed contract and only have read the generic one online. I am not sure how this reflects on my situation. On a personal level I think they have been useless and that I have good reason to cancel; but I know legal contracts don't necessarily work according to common sense logic.
Do you think I have enough reason to cancel without having to pay off the unpaid for months of the contract?
Secondly, if you think I can't cancel for the first reason is there a possibility of me getting out of paying due to the fact that I cannot set up a BT line in my new home? After reading the contract I think they would still get me to pay up the full fees for the months I have left on the contract. Has anyone else been in this situation?
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