Orange broadband problems (merged)

alm721

Ok have been with orange broadband (originally freeseerve) for years. Paying £17.99 per month. Finally got round to looking for a better deal , looked at their website and found I could get it for £12 per month so applied for that. Yes I know this was a big mistake but I just thought I was changing the cost did not realise that it was a new contract (I know shoot me now!) Anyway service has gone from bad to worse. I frequently have to reboot the wireless livebox cause the connections rubbish. I lose the connection EVERYTIME my phone rings so I can;t be on the computer and the phone unless I restart the live box (and this does not always work), and after spending a couple of weeks getting cross cause people wern't responding to my emails I've now found that they've started bouncing and that ones I'm sending are appearing in my sent tray but are not arriving. All this has only been since I altered the contract.
I now despratley want out of this. I've written to orange and told them that I want putting back on the old deal as the service is now rubbish and they rang me back and left a message saying I could'nt because it no longer exsists so I would have to go on the website and choose one of their existing deals.
Can someone please tell me is there anything I can do about this?

Thanks

normanmark

My advice is get on the phone to them, sending emails & writing letters i find are an old method. Most action can be done over the phone & if theres a problem on your broadband line (which it sounds like it is if its disconnecting when the phone rings) they can get that logged.

Give them a call tomorrow & speak to the advisor (remember manners helps more than anything when talking to advisors!) express your dissatisfaction with the service you're receiving at the moment. If the advisor isn't giving you the answer you're after, escalate it to a team leader & see if they can do any better.

Keep at it, but contacting via the phone yields better results than sending emails/letters

penrhyn

If you are losing your internet connection everytime the phone rings then there is something wrong with the way you have installed your ADSL filters or maybe one is faulty.
You need one on every extension, including your Sky box if you have one.
Also its always best to have your router plugged in at your master socket.

jarrod1

i transfered my mobile phone contract to my grans address and got her orange broadband for £5 a month which includes free calls to over 100 countries and free calls to any UK number starting with 01 or 02.
She has never had any problems and she is on the internet everyday.
There must be a fault in your line or a faulty extension is being used in your house.

If you plug a telephone into the master socket and dial 17070 and then 2, do you hear any noises, pops or crackles ? If so then there is a fault in your bt line, if not then the fault is somewhere in your equipment.

alm721

Ok, i'll try and see if its a fault but it seems odd that its only started since I changed to the home starter package. I have not unplugged or changed anything at all and it was always ok before. Just seems a big coincidence. Im aslo being asked for my network password several times a day. Its never done this before either? Is this linked to the other problems do you think?
Thanks

Froglet

Orange are a nightmare i am glad to be shot of them.Try this website for help

http://www.orangeproblems.co.uk/phpBB2/ theyhelped me when i was trying to get rid of them

bev77

I have had an ongoing problem with Orange BB.

It started with my broadband going down - I rang them and they said that they were updating their systems and some had to be done manually, (mine included) and it should be back on within a couple of days.

Then my phone line got disconnected (a totally different problem with BT), but was back on within a few days.

This is now the 9th week of no broadband from Orange, and I am getting seriously fed up!:mad:

Every week, they say it's going to be escalated, and it takes 5 working days, then it went to the technical team, but they haven't got an answer either.

I rang them and 'had a moan' on friday. I spoke to a manager who assured me that it would be on by monday and that he would prsonally call me back. No broadband and no phone call either.

I've been with Orange (previously wanadoo, previously freeserve) for around I dunno, 6 or 7 years and have had no problems, so overall very happy. I'm wanting to change provider now as this is just not acceptable.

Orange say that they cannot activate the broadband on my line and they don't know why, that's why it is taking so long. Trouble is, I don't want to change to find out that another ISP will have the same problem!

I'm thinking of contacting Ofcom now - I'm not even sure if they can help.

Anyone got any advice/solutions?
Bev

marbella

I had the same problems with Orange. I too was with them since the days of Wanadoo but then ran into problems when Orange took over. I was hardly connected, the connection went down as soon as it came on, I had loads of trouble trying to get them to look at the problems. Eventually I contacted the complaints department (can't remember exactly the department name but if you want me to have a look for the number I will dig it out) eventually I ended up getting compensation from them as I had hardly any connection for about 4 months, then i changed over to BT Broadband and have had no problems at all. I am always connected and the internet never goes down.
I know they are probably not the cheapest but my logic is that if they are BT lines then it is their responsibility to put the connections right. Good luck.

maryk_88

Anyone got any advice/solutions?
Bev[/quote]

Hi Bev

Have you seen this site? www.orangeproblems.co.uk there's a lot of good advice on there. I had Orange woes this year and after spending hours on the phone to CS, unable to resolve anything and getting more and more frustrated, I emailed the Chief Executive Officer [EMAIL="Olaf.Swantee@orange.co.uk"]Olaf.Swantee@orange.co.uk.[/EMAIL] I did receive an almost immediate response by telephone. (I also wrote 2 formal letters of complaint to CS)

However, I decided I did not have 18 months to spend agonizing with Orange and decided to cut my losses and signed with another ISP who connected me within 7 days. Orange were unable to do this, and they had had 6 weeks.

If you look on the website above you should find that if you have been without BB for 30 days, you should be able to get out your contract.

All the best

StaffsSW

My 30 days of continuous non-connection is due up tomorrow, and after 2 months of donkeying around with the call centres, remote line tests, countless 0870 calls to try to sort it out, it will be the best Christmas present I will be getting!

I doubt they will bother asking for the laptop that I got with the package back in the summer - but they can have their livebox back with pleasure. Just one more day of PPP Server Down!!

In the meantime I'm using Vodaphone mobile 3g broadband at £30 per month, but looking at a Sky package instead.

Another dissatisfied Orange customer!!