Orange broadband problems (merged)

poppit_2

Gawd im so Angry with Orange Broardband i had been with them just over a year when i got fed up with with there constently phoning me to upgade and also my speed of broardband wasnt good and the fact everytime it rained or the weather was bad i had no internet so i changed to be internet which is good.

Problem i have is i requested and got my mac code with orange on 16/09 last month i then phoned to see if my interent was turned off they said yes and i owed nothing i cancelled my derect debit with them, i then got an email a few days later saying i owed 6 months as i was only with them for a short time i phoned again they said sorry its a mistake and that my account was closed i didnt owe nothing ...SIGN... a few days later i get another email saying please pay your outstanding balance now of £5 charges ...rung them again was told sorry account closed nothing to pay


today i get another email


We recently emailed you about the outstanding balance on your home account. We've not heard from you, and because you've now missed another month's payment, we've added another £5 late payment fee to your account. We've also had to suspend your home services.
To get you up and running again you'll need to call us with details of your credit card or bank account details straightaway. Ring 0870 010 2642* any time of the day, any day of the week, if you're on our Home Starter package you'll need to call 0870 1900 672* between 7am and 11pm, any day of the week.
If we don't hear from you, or if you haven't paid within the next few days, we'll have to close your account and could take legal action to recover the outstanding balance on your account.
Thanks,
Customer Support


im angry i reponded to this email and guess what ..........its altomated so i rung them the first woman said i needed to pay £32 which was due on my account then she said we can waver most just pay £12.32 i asked what the costs are for she didnt have the information i asked if they could ether send me a letter or email with who to pay plus the summary on what the charges are and i was told no they dont do this i was told that my new provider (be) hadnt informed them till the 25/09 that i had left yet i have an email from orange stateing i requested to leave on 16 septmeber

what can i do they are trying to swindle me i left orange mid month so they wouldnt charge me now this has happened.

please help

Froglet

I can sympathise,as i have just come to the end of a battle to get money wrongly taken,refunded ,and it has taken 2 months and several emails, letters and phone calls .The answer eventually came in the shape of a decent human being at Customer Action Team in Leeds,address is on their website,who contacted me,promised to sort it out and i just got the refund yesterday.

If you write to them and state everything that has been said and done you may get it sorted as then they have time to go through it all .

Try this site for help too,you will be amazed at just how many problems Orange cause!!

http://www.orangeproblems.co.uk/phpBB2/index.php?sid=c9e2e640deb0a9622b7e28a696411119

mrJ_5

When do you normally pay for broadband? if a payment were to be due between 16th and 25th September, then Orange are right to charge you, as someone still has to pay to keep your broadband line active, otherwsie you couldn't migrate away.

Migrations never happen same day, and you should always leave 7-10 working days for it to be completed, and plan around your the monthly payment.


If the payment date is outside the period, when did you first start to use Be, and when was your payment date with orange usually?

windowwindow

Hi,

I've had a new BT line for two weeks now and I'm trying to get braodband moved from my old flat - the provider is Orange.

I've been ringing every other day for 2 weeks, and they keep saying they don't recognise my BT line - and sometimes mumble something about my exchange being upgraded.

BT say my line is fine, and that the exchange is not being upgraded, and that I should tell them to ring BT wholesale if there are any problems with my line. Orange are not receptive to this and keep telling me to "call back tomorrow"

This ever happen to anyone else?

I'm going to call Orange again today but no matter how much I insist they aren't keen to do anything,

W

espresso

Orange obviously don't value your custom, so this is your ideal opportunity to move to a better ISP. There a hundreds to choose from. Check availability on your exchange here.

gorblimeyguvnor

Does your new line appear in the database ? http://eco.btwholesale.com/broadband1/

mrJ_5

it can take a little time for new lines to appear on BT's database for some reason

normanmark

mrJ wrote: »

it can take a little time for new lines to appear on BT's database for some reason

its because they're done in a batch every 4-6 weeks

OP - call 0800 169 0934 and tell them your telephone number is coming up as 'black data', they'll ammend their systems & get it sorted within 48hrs

windowwindow

Hmmm it comes up as ASDL enabaled on that link...

I phoned orange and got through to someone who sounds like he knows what the problem is - he made a call and reckons my problem will be sorted in 47hrs... Couldn't explain what the reason is, but I don't care once it gets fixed. fingers crossed.


I don't want to switch providers because its free with my phone contract - and I never had any problems in my last flat.

cmbounce

I want to know if anyone agrees with me that Orange have one of the worst customer service records ever.
I called them when my broadband stopped working, was on the phone to them for about 30min and had got no where, no broadband working, just a number of "troubleshooting tips" that I'd been put through - none of which helped. Eventually I had a friend help me to fix it. Now, I've changed to Virgin and called to cancel the contract. They said that I'd have to pay to get out of the current contract, which I hadn't signed to be in! I automatically got transferred from Wanadoo and was unaware I was in a contract at all as I hadn't recieved anything to say I was. They said I would be cut off within the next 10min so as well as paying more, I was getting no service! Needless to say I am still connected to Orange as it seems they're too useless to disconnect me!
I will never ever reccommend them or use them ever again. Orange Wednesdays or not!