Have a number of problems/complaints sent to Customer Services in the last 2 months, no response (even acknowlegement) in more than a month now.
Have reported sub-550kbps (normally 3mbps) bbmax, 2nd line voip only up much of the time for only seconds, try making a call and it normally disconnects, Orange landline is disconnecting with 4 out of every 5 calls.
Orange landline calls to Orange customer services do not get answered or get diconnected.
Have wasted £8+ calling credit to Orange custmer services on Orange mobile and to get an answer, but no pick up after 30+minutes but then was disconnected.
This all started happening after I got a letter from Orange telling me to select a new service in 50 days (or find another phone and BB provider) because they were'nt doing the one I've been on for 2+years now. When I rang up they tried to charge excess because my exchange is not LLU (Hayling Island). So I told them I would move, witinh a week the problems start and have not had any response since them.
The stats on my line (sent to them) show its hanging in the breeze (literally on a windy day landline is flakey all the time).
BT have not been in touch, not tests reported. Line speeds are well below those that should have got BT responding automatically (as low a 220kbps - line rate 1kbps before response by BT was previously BT profiles at (had been 2000kbps for months) 2500kbps just before the start of the current troubles.
TAlkTalk takes over today.
After 3 years I find Orange are useless, DO NOT USE.
Sorry to read of your problems. I work for Orange and may be able to help.
If you can email your landline number/broadband account number and best contact number to customer.services@orange.co.uk, I'll give you a ring to discuss.
So I can pick up your mail quickly, please add 'Jonathan Orange Response' in the first line.
Its ALL to late, as I suspect you already too well aware of.
As I am NOW a TalkTalk customer.
Did you wait a day until I was off Orange before replying? There is nothing you can do for me now to correct my line. A PR stunt?
Orange handed over an "in the breeze line" to TalkTalk after having had about a month to have it fixed, a thing that should have taken 48hours max.
The fact that Orange failed to even acknowledge my problem reports, or pick up the phone in 30+minutes, convinced me to move. I might just have considered staying had the problems be promptly replied to/solved - its all about HASSLE - hassle of moving V's hassle of staying, I generally move when the ratio above 1:5, its human behavior, the straw that broke the camel's back etc..
TalkTalk took only 2 weeks (from phoning in the order) to take over the line + broadband. Today they escalated the fault to BT to fix. They even phoned me back on my mobile because the land line would not hold up.
I have a suggestion to Orange CUSTOMER SERVICES (CS).
==========================================
Why don't YOU do some work in your customer services department and get on replying to all those reports & complaints out there from Orange customers that Orange don't reply to at the moment ?
Instead of just firefighting those that go over into the public domain? Like on here.
I am not talking about replies to ones where the customer has sworn at you or been unreasonable. But where the customer has been civil and made a request or reported faults within the bounds of your stated service policy and contractual obligations.
Get out a list of Orange (ex)customers from the Hayling Island exchange, who moved to TalkTalk on the day stated above.
Then reply to them, that will surely get hold of me. You have our Orange bb account email addresses so you have no excuse.
Better still do this nationally.
The only reply Orange CS made in the last month, replied with information about charges I would incur... if I left Orange. A subject which had nothing to do with what I contacted you about.
Why would Orange CS reply to an inquiry in this manner, ignoring the subject matter, making no response to that subject matter, but instead giving information which was not requested?
Was it because it was thought that would frighten me into NOT leaving Orange?
Of course, if Orange have deleted complaints/reports then you will not know what I (or others) sent you. So send me (us) an email (I've already told you how to identify me) and ask for copies.
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