Orange broadband misinformation want to cancel help!

jaymorgangrice

I guess I should just post what i was going to email to the customer services team.


Hello, Im am writing to you in regards to the service I am currently receiving for Orange Broadband (As well as 2 contracts for mobile phones).

Im wanting an honest response in regards to my complaint about my home broadband.
I originally applied for Orange broadband around 3 weeks ago. After receiving my line activation letter, I did not receive any contact from Orange. When I called to chase up, I was informed that my direct debit did not go through.
When the sales rep tried the same details as before, it then went through. I was informed of my 10 days to cancel after I expressed my concern about the broadband speed (I require around 6 Mbps).

When my broadband went active, the Internet was not usable. I was informed of a ten day stabilisation period but was told that I should still be able to browse the internet at a useable speed while the stabilisation period was active. I then asked to cancel my account as I did not want to risk a slower speed then I needed. The Orange employee then informed me that I could wait until my line was fixed and then cancel as I would still have 7 days because I hadn't been connected yet.

After numerous calls and an engineer out, my broadband is finally working, but the speed is only 4Mbps. (Which is when its working at best. It often drops below). So i called today to now cancel (the day after my broadband was fixed and within 7 days of speaking to the last Orange employee). After speaking to a few employees I am now informed that I was mis informed and i can no longer cancel without a fee. And although the initial sales call was recorded, the one that I was informed of the further 7 days was not because only the sales calls get recorded.

My main concerns are highlighted as follows…
After being misinformed and having my decision to cancel changed on this misinformation by an employee, there is nothing I can now do to cancel without a fee.
After the trouble I have had and time without Internet, there is no understanding of my problem (If the Internet was working on the initial active day which I was told it would be, I would have been able to cancel in time).
There is no action I can now take as there is no proof of such call as Orange only record the sales call.
Its clear of my requirement of speed from my initial call and my intention to cancel within 24 hours of me getting online show that it was always my intention not to stay with Orange if the speed did not meet my requirement, yet this seems not to matter as much as when I was ordering broadband.

This seems to be about the gist of conversation I have just had with one of your employees where we came to a standstill.

I honestly would think that Orange have a better policy when it comes to my complaint rather then to be told (It seems you were misinformed, but we have no proof and its still too late).

If someone could call me to verify that this is as far as the policy goes when trying to keep customers happy and have good customer service. Im not asking for anything other then what I was told I could have (The right to cancel within the time I was told). Its not my fault that Orange record sales calls but no others and Im made to feel that the only way around it would have been for me to have somehow recorded the call.



I just cant believe the poor service, lack of communication/knowledge, and unhelpfulness of the staff. Any help gladly accepted, Much as i hate email, I'm now corresponding in writing so i have proof of anything else, not that it will help...

J

chanz4

speed is not guaranteed

macman

What speed did the line test indicate when you signed up?

Swans1912

Out of interest - why do you need 6Mbps?

Unless you have Virgin or perhaps FTTC in your area the speed you are getting (unless you have a fault) is likely to remain (assuming you can get WBC).