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Origin Broadband - any good

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  • Gandru
    Gandru Posts: 11 Forumite
    Seventh Anniversary 10 Posts Combo Breaker
    01/07/17 Ordered a year in advance via MSE. Payment taken, order confirmed - all looking good.
    22/07/17 (approx) No progress on portal, email to chase.
    31/07/17 (approx) No progress on portal or reply to email, called to chase. Order 'rejected' without any communication to me or apparent attempts to retry. Informed order will be resubmitted.
    05/08/17 Text received: 'Your service is now up and running. Your hub has been pre-configured, and should work straight out of the box'.
    07/08/17 Email received: '... your order has been rejected however, it has been placed immediately and you should receive a live date within the next 4-7 working days via text message'.
    07/08/17 Replied to email seeking reassurance that (amongst other things) my year in advance would start from the date that the sevice goes live AND I have received the hub.
    14/08/17 No reply, no hub. Called customer services who spoke to a manager - no updates but will follow up; 'should have go-live date by the end of the week'.
    I informed them if there is no live date by then that I would request a refund and cancel the service I ordered 45 days ago.
    I am patient, but not a fool. I've bough a year in advance from various companies for several years, and never had any problems like this. As I'm out of the year contract with my current supplier it's costing me £25.45 month, obliterating the savings I make on paying in advance (eqivalent to £10.42/month).
    The representatives I've spoken to are apologetic but sound like they know nothing will be resolved, emails go unanswered. I've wasted so much time and energy on this.
    I'll send a copy of this to [EMAIL="forum@origin-broadband.co.uk"]forum@origin-broadband.co.uk[/EMAIL], to cover all the bases ...
  • Origin-Broadband
    Origin-Broadband Posts: 69 Organisation Representative
    Gandru wrote: »
    01/07/17 Ordered a year in advance via MSE. Payment taken, order confirmed - all looking good.
    22/07/17 (approx) No progress on portal, email to chase.
    31/07/17 (approx) No progress on portal or reply to email, called to chase. Order 'rejected' without any communication to me or apparent attempts to retry. Informed order will be resubmitted.
    05/08/17 Text received: 'Your service is now up and running. Your hub has been pre-configured, and should work straight out of the box'.
    07/08/17 Email received: '... your order has been rejected however, it has been placed immediately and you should receive a live date within the next 4-7 working days via text message'.
    07/08/17 Replied to email seeking reassurance that (amongst other things) my year in advance would start from the date that the sevice goes live AND I have received the hub.
    14/08/17 No reply, no hub. Called customer services who spoke to a manager - no updates but will follow up; 'should have go-live date by the end of the week'.
    I informed them if there is no live date by then that I would request a refund and cancel the service I ordered 45 days ago.
    I am patient, but not a fool. I've bough a year in advance from various companies for several years, and never had any problems like this. As I'm out of the year contract with my current supplier it's costing me £25.45 month, obliterating the savings I make on paying in advance (eqivalent to £10.42/month).
    The representatives I've spoken to are apologetic but sound like they know nothing will be resolved, emails go unanswered. I've wasted so much time and energy on this.
    I'll send a copy of this to [EMAIL="forum@origin-broadband.co.uk"]forum@origin-broadband.co.uk[/EMAIL], to cover all the bases ...

    Thanks for contacting us about this. We'll await your email and we'll be in touch within 48 hours.

    Origin Broadband
    “Official Company Representative
    I am the official company representative of Origin Broadband. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • ascii
    ascii Posts: 14 Forumite
    ascii wrote: »
    Thanks for replying FredTheBaddie and Origin-Broadband. I emailed mse@origin-broadband.co.uk earlier in the week as suggested, and today received an email from Origin's marketing department asking which retailer I would like the voucher for. They say I should receive the voucher in the next 30 days.

    It has now been a month since my email from Origin's marketing department, and unfortunately I have not received the voucher yet. I have emailed mse@origin-broadband.co.uk asking them to help.
  • ascii
    ascii Posts: 14 Forumite
    ascii wrote: »
    It has now been a month since my email from Origin's marketing department, and unfortunately I have not received the voucher yet. I have emailed mse@origin-broadband.co.uk asking them to help.

    It looks like my emails I sent yesterday did the trick, I received my voucher this afternoon :j
  • Origin-Broadband
    Origin-Broadband Posts: 69 Organisation Representative
    ascii wrote: »
    It looks like my emails I sent yesterday did the trick, I received my voucher this afternoon :j

    I'm glad this is all sorted now, if there's anything else we can help you with just let us know
    “Official Company Representative
    I am the official company representative of Origin Broadband. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • michaelsintown
    michaelsintown Posts: 4 Newbie
    Published 8 minutes ago
    ORIGIN BROADBAND.COM

    ORIGIN BROADBAND.COM. WILL JUST STEAL YOUR MONEY DONT SIGN UP WITH THEM READ THE REVIEWS ON TRUSTPILOT .MONEYSAVEINGEXPERT .BROADBAND.CO.UK. THAY SIGNED YOU UP THEN WAIT UNTIL THE 14 DAYS CANCELLATION HAS EXPIRED NOW YOUR THERE,S FOR THE NEXT YEAR YOUR IN CONTRACT WITH THEM AND YOU CANT CANCEL THAY ARE THE NEW SLAMMERS OF THE BROADBAND INDUSTRY..... AND ..OFCOM ..ARE ALLOWING THEM TO DO THIS TO PEOPLE ,YOU HAVE BEEN TOLD .
    Edit
  • Origin-Broadband
    Origin-Broadband Posts: 69 Organisation Representative
    michaelsintown wrote: »
    Published 8 minutes ago
    ORIGIN BROADBAND.COM

    ORIGIN BROADBAND.COM. WILL JUST STEAL YOUR MONEY DONT SIGN UP WITH THEM READ THE REVIEWS ON TRUSTPILOT .MONEYSAVEINGEXPERT .BROADBAND.CO.UK. THAY SIGNED YOU UP THEN WAIT UNTIL THE 14 DAYS CANCELLATION HAS EXPIRED NOW YOUR THERE,S FOR THE NEXT YEAR YOUR IN CONTRACT WITH THEM AND YOU CANT CANCEL THAY ARE THE NEW SLAMMERS OF THE BROADBAND INDUSTRY..... AND ..OFCOM ..ARE ALLOWING THEM TO DO THIS TO PEOPLE ,YOU HAVE BEEN TOLD .
    Edit

    We're looking into this, I've just sent you an email about your account.

    Origin Broadband
    “Official Company Representative
    I am the official company representative of Origin Broadband. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • Gandru
    Gandru Posts: 11 Forumite
    Seventh Anniversary 10 Posts Combo Breaker
    Origin-Broadband wrote: »
    Thanks for contacting us about this. We'll await your email and we'll be in touch within 48 hours.

    Origin Broadband

    48 hours came and went but no email was forthcoming.
  • glider3560
    glider3560 Posts: 4,115 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    Gandru wrote: »
    48 hours came and went but no email was forthcoming.
    Same for me. I emailed both forum@ and mse@, but no response to either.
  • Origin-Broadband
    Origin-Broadband Posts: 69 Organisation Representative
    Gandru wrote: »
    48 hours came and went but no email was forthcoming.

    If you check your inbox you should have a reply from us

    Origin Broadband
    “Official Company Representative
    I am the official company representative of Origin Broadband. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
This discussion has been closed.
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