I've been with Orange (as they are now) since the Freeserve days, and have had 4 years of great service. Until 2 months ago.
I changed my package from Broadband Unlimited to Home Select.
Since that point, my broadband speed has been seriously reduced from 4-5
MEG to below 1 MEG, whereas previously it was between 4 and 5 MEG, and
had been so for 2 years plus.
I have had to endure the first-line tech support who insisted on 'buying time' with speedtest results, when I kept on telling them that something had gone wrong during the line-synch period to 'lock' my speed to 1MB, or below. After 3 calls, I eventually got through to the faults team. Once again, they just seem to be fobbing me off with every callback, telling me they are still checking the line and, yes, they can see there is a problem, the line-synch did not give me the correct speed, etc.
Has anybody else had a smiliar problem? I sometimes work from home, and this speed is unacceptable for me! As I started a new package, am I now locked in and unable to get my MAC code and move to another ISP? Any advice or tips to try and move this along, as I just seem to be completely ignored. Current 'promised' callback is now 3 days late, and I am expecting to have to call them AGAIN to be once again 'fed a line' and fobbed off.
Sorry to read of your experiences over the last couple of months. I work for Orange and may be able to help.
If you can contact me via customer.services@orange.co.uk, including your landline/account number and also the best contact number, I will arrange for a specialist to look into this for you. If you can also include 'Jonathan Orange Response' this will allow the mail to be picked up and forwarded to me quickly.
OMG this is EXACTLY the same as what has happened to us - just moved to the Home Starter package from the standard one (a new 18 month contract) and the speed has dropped to <1MB (was between 5 & 7 usually). Orange CS have been fobbing me off too with all this 'call back with speed tests' etc then telling me my line can only support 1MB (that was the useless CS person in India) - when I finally got them to put me through to UK they did agree that line should support more and are trying to blame the set up in my home - which has not changed. A pleasant lady is supposedly running tests over the weekend and is meant to call back next week. But they are saying that there is no fault so if I want out of the contract it will be me breaking it!?! I just want broadband that works!
Anyhow, enough ranting, did you get your problem resolved? And if so, how? Has Jonathan been able to help?
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