I began to use Orange home broadband on 13th of january, i've been using Orange home broadband just more than a month. within this period, i;ve been calling Orange technical team in every 2-3 days. I've made lots of complaints about my connection speed, I've told them that it is very slow.
The average speed of my connection till now is 3 megabits. The advertised speed in my connection is 20 megabits. I have not seen a connection more than 6 megabits. And generally i am getting speed below 3 megabits.
My line has been tested several times and they always said it would be resolved in a couple of days, but they could not resolve it. And today which is the 34th day of my internet connection problems, as usual again they have told me there is a fault with my connection and they don't know the actual reason behind that and they are investigating about what the problem could be.
I heard these words numerous times, i don't believe their words at all. I don't think they can resolve it.
I have all the recordings of the speed tests i've made and i've recorded all the telephone conversations that i've made with Orange customer representatives. And i am keeping the sms messages coming from the Orange as well which states that there is a fault on my connection.
Before Orange home broadband, i was an o2 (now Sky) customer and i was using the same BT line and there was no problem at all.
Since Orange cannot provide the service properly and could not resolve my issue for more than 30 days, i want to cancel my contract without paying any cancellation fee.
Is that possible, what should i do for that? As I said, I have all the proofs with me.
I have not talked with the cancellation team because i want to be sure about what to say. So please help me on what to do.
The advertised speed in my connection is 20 megabits. I have not seen a connection more than 6 megabits. And generally i am getting speed below 3 megabits.
First of all it's not a 20meg connection. Like all broadband it's "up to". If you live within 250 metres of the exchange then you stand a chance of synching at 20 meg but the further away you are the slower the synch. speed and don't forget the throughput speed is around 83% of the synch speed if all the conditions are perfect. Having said that read this thread >> http://www.orangeproblems.co.u...mp;start=0 I know it's like War and Peace but at least you'll realise you're not alone !
kembl wrote:
Since Orange cannot provide the service properly and could not resolve my issue for more than 30 days, i want to cancel my contract without paying any cancellation fee.
Is that possible, what should i do for that? As I said, I have all the proofs with me.
Even if you're seeing a synch speed of 3000kbps on an "up to 20meg" package then you will not get away without contract cancellation fees. If the synch is between zero and 500kbps then you stand a good chance.
I have all the recordings of the speed tests i've made and i've recorded all the telephone conversations that i've made with an Orange customer representatives.
Sorry to hear of your problems, kembl, but can I ask, how does one record telephone conversations ? - do you need some special equipment to do that ?
Borednow;
my 3000kbps speed is not normal. A couple of guys from Orange techinal team also admitted that there is a fault with my internet connection. But they could not fix that fault till now.
So you say, even if there is a fault in my connection for more than a month, i can not cancel without paying fees? right? (it does not sound right to me)
So you say, even if there is a fault in my connection for more than a month, i can not cancel without paying fees? right? (it does not sound right to me)
No.......a connection of 3000kbps is OK.
If you had sub-1meg for a period of time with a record of CS/TS trying to fix it and they acknowledge a problem that they can't resolve then perhaps they'd release you from the contract.
But a 3meg connection is adequate for all normal internet work. It may not satisfy your own personal requirements but that's not Orange's fault is it ?
According to your view, even if i buy a contract for a 100 meg connection by paying much much more, if they provide a 3meg connection, i cannot say a word on that, because i can do my normal internet browsing. Do you really think like that?
Orange "itself" says that there is a fault. I've just talked with them 2 hours ago (36th day after the problem started) and they accept there is a fault. (It's weird that you insist that there is no fault.)
And the connection is unstable, i may get max 3 meg, but 2 minutes later i may get sub-1meg. So there is no stability as well.
According to your view, even if i buy a contract for a 100 meg connection by paying much much more, if they provide a 3meg connection, i cannot say a word on that, because i can do my normal internet browsing. Do you really think like that?
Orange "itself" says that there is a fault. I've just talked with them 2 hours ago (36th day after the problem started) and they accept there is a fault. (It's weird that you insist that there is no fault.)
And the connection is unstable, i may get max 3 meg, but 2 minutes later i may get sub-1meg. So there is no stability as well.
You dont have a contract for a fixed line speed though. You have a contract for an 'up to' speed. Read Orange's terms and conditions about achievable speed.
There may be a fault but that doesnt necessarily mean they are breaking contract. Likewise if you paid for an up to 100 meg and there was a fault on the line which reduced your normal 100 meg speed to 99.9 meg would that also be justification for getting out of contract?
1-3 meg is faster than some users normally get on there up to 20 meg service without faults.
By stability are you talking resynchs or just drops in speed?
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