Finally given up trying to get 'free' broadband with Orange. Have been a mobile customer for years, no problems, great CS, instant action/answers, so thought I'd sign up for the free broadband when I moved home and it was introduced on the 1st of June.
They took my order in the Orange shop, no problem. Said it would take 3 weeks. Did not hear anything else, so phoned up 3 weeks later, they said there was a marker on the line, so they had not processed my adsl order. The previous occupier's adsl connection was cancelled 2 weeks prior to that. Orange did not think to give me a call or anything. They just left it until I called up. So it took me a week to sort out the marker with BT, as Orange said they could not get it removed.
Once the marker was removed, I called up Orange again and had to go through the whole process of signing up for broadband all over again. This was July 1st by now.
Again asked to wait 3 weeks. This time I did get my username and password through the post but did not hear anything else. Called up 3 weeks later. Was told there was a problem with the line and provisioning team are looking at it, but would take another 2 weeks. Again did not hear anything so called them back only to be given another excuse and another date. Basically this happenened a number of times. My line is on an LLU exchange and they seem have a problem with that. The provisioning date was put back each time, with a different excuse each time, and they only told me that when i called up to find out what was happening. Was told 12th August, then 22nd August, then guaranteed today 29th August. Phoned them up today, they tried to fob me off until 14th September.
I have had enough so I spoke to customer care and finally cancelled my order.
The thing that annoys me the most is that Customer Services and/or the "Care" team could not care less. They were not proactive in helping resolve the problem, no one gave me a call when they had a problem with the line and no one seemed to want to help resolve whatever problem they had with my line. They were just happy to keep on extending my date expecting me to just accept it and felt like they were just trying to get rid of me off the phone as soon as they could.
Placed an online order with an alternate ISP today. Got my provisioned date for next week, got my username and password within an hour, got an email confirming my order and confirming the set up date from BT within 2 hours. Now thats more like it. The futures definitely not Orange for me.
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The thing that annoys me the most is that Customer Services and/or the "Care" team could not care less. They were not proactive in helping resolve the problem, no one gave me a call when they had a problem with the line and no one seemed to want to help resolve whatever problem they had with my line. They were just happy to keep on extending my date expecting me to just accept it and felt like they were just trying to get rid of me off the phone as soon as they could.
