Hi there cpf, I work for Orange and might be able to help.
Please send an email to customer.services@orange.co.uk, including your personal contact details and username from this site, and I will give you a call to discuss.
In order that your email is forwarded to me quickly, please add "Jonathan Orange Response" in the subject field and also in the first line of your mail.
Ive had a good connection for quite some time, but in the last week or so, its got steadily worsi
Now i'm suffering a connection speed of:
512k download, wait for it 62k up....!!!!! That's "like" dialup!
All i see on the Orange site is boasting of 8MB braodband services and im getting somthing 16 times as slow in central London. They can try and pull the "distance from exchange" but in central London i wont buy that for a second.
2 hours on hold to the support and still no solid answer as to whether ill evenget my line increased.
I emailed 'Jonathan' at the Orange response team that day as he said he could help. I gave my email address and phone number.......and I've still heard nothing!
I phoned technical support, who promised to phone me back after doing some tests......that was 4 days ago!
Connection is worse now....I will definitely be saying bye bye Orange.
'Interesting' development.
Just phoned Orange and asked for my MAC code as I am unhappy with the service they are not providing me. (I have to use a friends internet at the moment, mine is so bad).
It is only now that they decide to tell me there is a fault on my line which will be fixed within 48 hours!!!
I still hope to receive my MAC code and will still be saying bye to Orange!!!!
Best thing you can do is to do what I did in December which is to constantly go to 3 broadband checkers and run a test for download and upload speeds twice a day. I did morning and evening. Put the details in a word doc or spreadsheet then each day mail Orange customer services mail address with the details.
I had 4 weeks of a a connection at only 120k from a 3.5 meg connection and every website timed out I couldn't use the internet. I wrote a letter to complain and spent about £6 on phone calls to India waste of time. I refused to go to India in the end as all they could advise was to do a line check each time and said the problem was fixed when I told them 6 times it wasn't fixed. In the end I dealt with Customer services in the UK. I work in IT Tech Support and knew the problem was at Orange, each time they couldn't tell me when an engineer had been at the exchange to check my line speed mostly because it never happened. As I was on an 18 month contract they had 30 days to resolve the issue, the issue was actual resolved about 25 days later, just before I was free to leave them without a clause in the contract. They wanted over £118 to leave as I had about 6 months of contract remaining.
I threated dozens of time with MAC codes but couldn't see a way round as I was trapped and didn't have £118 to get out of the contract. However my contract ended middle of June and the first thing I did was request a MAC code to leave. No way was I going through this again. I was a customer for over 8 years, with Freeserve, Wandaoo then Orange.
But I am still getting issues with them now, because my line went to o2 (now Sky) on the 8th June but they have still been trying to take money from 15th June to 10th July even though I did everything right. I requested a MAC code and signed up about 3 weeks before my 18th month contract ended and I paid up to the 14 June already. They want another month of money from me and I refused so cancelled the direct Debit, they then stuck a £5 late payment charge. They want me to pay for a service when my line was cancelled about a week before. Like f**k I am going to pay.
Best Advice I give everyone on Orange is to get out as soon as your contract ends. Orange are fine until you have a problem which can happen anytime. Then they send you to India, they cannot understand you and you cannot understand them, they do a line test then phone you back if you are lucky and say the problem is fixed. When you test it fails. This happened to me about 9 times. The worst company I have ever had to deal with. I have so far managed to get 5 other people I know to cancel contracts and sign up with o2 (now Sky) and I will keep doing this.
o2 (now Sky) have an 0800 number for any problems and are based in the UK so you don't get messed about. Leave them it will be the best thing you have ever done!
I've been on Freeserve>Wanadoo>Orange for ages. It's usually OK for me. But.....
Just recently my internet's been disappearing for maybe half an hour. Wondered whether anyone has this (I'm in South Yorkshire)
First time I phoned the number 0844 873 8586 ... 1 ... 5 ... 1 for "service info": automated reply:- there are no known problems in your area (by the way I once called and was told there WERE problems so I do know this is informative and true SOMEtimes ... )
So this time, I called again for a real person who kindly led me thru a series of checks that he said proved the problem was with my router - and therefor Orange couldn't handle...he seemed helpful and gave me a load of settings to re-set my router, but the router had all the right lights on so I didn't do anything, I just waited. Then it started working later that day.
What was the test that "proved" it was the router?
Start > Run > cmd > (type something like config(?) Oh dear I've forgotten, I'd like to try this again now it's working....)
Result was, among other things "media disconnected"
Anyone else similar experience?
_________________ Still insisting on my right to keep completely unlimited download limit I have argued succesfully against every revision of my contract since the days of Freeserve. I pay £27.99 a month for 512k speed but NO limits NO "fair use" clauses ...
Phoning their automated service for system status info is a waste of time. It always says everything is normal, even when there are major outages.
The command he asked you to type is likely to be ipconfig it lists the IP configuration for your network adaptors. If you have several adaptors, some will always say mediia disconnected as they wont be in use. The one in use should list your local IP address as well as the routers local address (Default Gateway).
Thanks Thomas you're rigth it was ipconfig ... and it still says media disconnected while internet's working so the support man WAS wrong.
On the other hand, as I said, I have ONCE heard a report of telephone system down in our area ... not an Orange problem of course you understand
_________________ Still insisting on my right to keep completely unlimited download limit I have argued succesfully against every revision of my contract since the days of Freeserve. I pay £27.99 a month for 512k speed but NO limits NO "fair use" clauses ...
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