orange broadband

swiftymorgan

got a new mobile phone off orange and got free broadband with it ,hence the reason i cancelled ntl. i had to pay ntl another months money as orange delayed sending out livebox,orange agreed to refund me as long as i sent a copy of bank statement to them which i did,after nearly 3 months of phone calls and emails i am still no nearer getting sorted,whichever department you ring ie mobile phone or broadband none will accept responsibility,each blames the other and will not deal with it . a rep called me last night and stated i had cancelled my d/debit to my broadband account and why? . i told him i do not have a d/debit for broadband as it is free .he was apologetic for the error and i offerred him the chance to put the phone down or i would start gripeing about the refund ....to which he stated he could help me and then jumped from department to department.then said he needed to put me on hold as he had to queue like everybody else with the escalations department............after 45 minutes i hung up and guess what?.................i am still no nearer ............any body got any clues?

reehsetin

the only issue is the refund for the extra ntl bill?
try and trace the original person who you spoke to that said that they would refund u the money
doesnt sound like anything to do with mobile it seems pretty clear to me its a broadband issue
my advice would be try and trace that one person
get a name and extention number
keep going through to them as they are the ones who said they would refund
if you cant reach them, make a note of the facts and write a letter to head office
they should respond asap or get a call centre to respond

swiftymorgan

no sorry it is more than a refund there is no internet phone with it ,that was a by-product they still cannot sort that part either,i have names and copies of letters that i have faxed and apart from writing to head office i have done everything in my power ,you cannot really get the call centre to ring you ,i did get that once and it rang for 10 seconds whilst i was in the bathroom then that was it no further attempt ever made again.

reehsetin

the call center as a whole wont ring you, always try to take the name and extention number of the person your speaking to, then if they say they'll do something and they dont,
go straight back through to them
if you ask for the extention number, they know they will be chased up so are more inclined to ring you back