A few months ago Orange rang my wife to ask if we would like to upgrade to a “more reliable service at peak times” we were getting about 3.5 to 5 Mbps connection but it was, as all are slow at peak times. The guy explained that we could get a more sustained rate at peak times for only £4 a month. Sounded ok so we went for it.
Since then it has been very slow and the maximum speed I am getting is 1Mbps.
I rang Orange and spent about 1 ½ hours online with their “Technical support” who “understood and appreciated my frustration” but this was the only speed my line could get! Even though I have had faster for the past 5 or so years!
Eventually I got through to someone who explained that because I had opted for the more reliable service, the only service they could guarantee the speed of was my now 1 Mbps! When asked about how that was an upgrade and how I was paying extra for this I was informed it was more reliable as I was guaranteed to get that speed!
They have left it doing some checks but to me this is crazy. Why offer a “more reliable service” at a reduced speed?
Anyone else had a similar problem and had a satisfactory response from Orange?
Dear "TheStoneage"
i understand and appreciate your frustration. No i'm not from Orange but i have heard that so many times from them that i read your message with dread.
I am really fed up with them to , promising things that they cant deliver and also find peak times incredibly slow whilst my friend on BT enjoys fast access all evening and only 6 doors way. Same Telephone exchange so why is it ?
I cant believe they ripped you off in this way , if i were you i would take it to OFCOM. All the very best anyway.
Latest update
Got a text from Orange saying to call them for an update
Had to explain all again told i was only on .5 Mb connection so i should be happy with 1Mb, explained my dissatissfaction, they will test the line again - Wait for a text
Got a text next day,
Had to explain yet again, this time told they had done a regrade but not worked, don't know why will try something else - Wait for a text
Got 2 texts today so rang when I got home from work, "Yes sir you will get 5.5 Mb our test show this and that's what you can get for sure!" asked me to do a speedtest, i got 213 Kb/s. Told that's a bit slower than you should get. Will pass it on to the technical team - Wait for a text!
Not pleased with this sort of service, what's the point in technical support if they are not the technical support they just have to pass it on to someone else?
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum
