Joined: 18 Dec 2006Posts: 13Location: Kent, England
I have had Orange for just over Three years and posted on here before about their poor service, so thought I should post this to be fair to Orange?
It seems every couple of months Orange goes down, and if I 'phone their status line they say their Broadband is working okay. I 'Phone their help line and it involves going through their flow chart, ie, Reset Live Box, Refresh user name and password, check filter, ping test, check live box wires connected correctly. Then they say they will escalate the problem. Give it about 12hrs and their status line admits the problem is theirs and usually fixed within 24hrs.
So when Orange went down again just over a month ago I did the above check then contacted them. Of course, not satisfied I had to do the same checks again. They found a fault on the line after doing 3 line tests! 10 days later it was still not fixed!
So I contacted Talk Talk to use them instead of Orange. Big mistake! Firstly they (not me) cancelled the order twice. Their help line was even worse than Orange (Hard to believe I know). So I cancelled Talk Talk and went back to Orange (On the principal Better the Devil you know!)
5 'phone calls, 4 E-Mails, a returned to them Welcome Pack and a returned parcel and Talk Talk are still trying to set up their system! I have contacted BT to make sure they cannot switch the line to Talk Talk and made sure the Direct Debit is cancelled in my bank, but Talk Talk don't seem to get the message that they are not wanted! (I cancelled inside their "Cooling Off Period" and on each 'phone call they assured me the order was cancelled.)
So I am back with Orange and after my experiences with Talk Talk no longer think Orange so bad!
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