A week ago my 8Mb connection dropped from a stable 2.5Mb to an unusably flaky 0.5Mb.
Not wanting to throw good money after bad, following numerous nightmare experiences with Orange's premium rate 'we waste your time for profit' customer support scam, I have been trying to report this fault by email.
If anything, the mail service is worse than by phone! I told them about the fault, and they sent a useless cut and paste reply that was totally irrelevant. I repeated myself, and they said 'we tested your line and it can only support 0.5 Mb' ... well duh! That's the problem that I've just reported!
So, I repeated myself again and again, and I just get a different irrelevant and useless cut and paste, and like all the other replies the only way to progress is to phone customer support's premium rate number.
I'm now waiting for a reply to my 5th mail, in which I explain the problem yet AGAIN, explain that it needs fixing, and explain that I'm not letting them make a profit out of their incompetence.
Any ideas on how I get to mail or speak to someone who's job it is to get things solved, rather than just to drive traffic to the premium rate scammers?
Joined: 13 Nov 2009Posts: 408Location: South East Essex
If you're calling the 0844 support number then it's only a local call rate but even these tend to add up by the time you've spoken to someone. If you search carefully there is a free line to use but I'd rather not publicise it in case it gets closed.
There's no question that Orange support is pretty useless so you've 2 choices I think.
1. Post here and hopefully someone from the Response team will be in touch or
2. Write in to the Customer Care Manager.
Apart from this there seems to be no other way to progress any issues.
If you're calling the 0844 support number then it's only a local call rate but even these tend to add up by the time you've spoken to someone. If you search carefully there is a free line to use but I'd rather not publicise it in case it gets closed.
There's no question that <a href="http://www.maccodes.co.uk" target="MAC">Orange</a> support is pretty useless so you've 2 choices I think.
1. Post here and hopefully someone from the Response team will be in touch or
2. Write in to the Customer Care Manager.
Apart from this there seems to be no other way to progress any issues.
Use 0800 980 1492 free phone, 1st thing on a weekend you normally get Rotheram/Sheffield a UK call centre, if not phone down and ring again. If you can avoid going to India ask for a Steve Moran in esculations dept. Top man, been there years. he sorted my dead 2nd line out in 10 mins despite 5 calls to bolly Orange.
I've just had another totally irrelevant cut and paste reply from Orange by email. Either they are talking rubbish, or my house has moved several miles further away from the exchange that it was a few days ago.... hmmm.
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