Orange broadband problems (merged)

knightsaver_2

Lied constantly. I had no service for 3 days and they told me to phone AND COMPLAIN TO sky AS THEY HAD A "TAG ON THE LINE" AND HAD ATTEMPTED TO TO TAKE OVER THE LINE ILLEGALLY. cOMPLETE BULLS*T as it turned out once I spoke to Sky, got a different customer advisor who again deferred to technicial who this time said it was Easynet illegally tagging my line. This was a complete lie again, SPOKE TO VERY NICE iRISH CHAP AT eSYNET WHO GAVE ME THE bt NUMBER TO CHECK FOR TAG ON LINE. bt STATETEDTHERE WAS NO TAG ON LINE. Anyway went on like this for 90 mins, also spoke to a supervisor as my head was about to explode with the sheer unadulteraded incompetence and dishonesty of this bunch of muppets, and gave up and turned off all kit until boxing day, when hey presto I have a connection. Sorry, but imcompetence is one thing, lying and blaming other companies and insisting it is the customer's responsibility to contact companies which have done nothing wrong is completely unacceptable. Now going to request tag and move elsewhere, and will undoubtably be cheaper. What a complete bunch of liars. I hope Sky and Easynet complain about their tactics. I would rather have no internet than pay Orange another penny. May have some problems getting a tag and leaving Orange behind, but determined to do so are appaling and dishonest service and staff experience. I have been a customer for about 5 years and deserve better than this. Reading other posts about Orange Broadband service customers are leaving in droves.

knightsaver_2

my mail to their chief exec - had the misfortune to lose broadband service for about 3 days. I phoned customer services on Christmas eve starting at 15.21 GMT. After 90 minutes of pure frustration, I turned off my computer and broadband connection. Your staff have not only lied to me they also blamed 2 completely innocent other companies. Please get someone at your company to read the logged calls from me starting at 1521. on Xmas eve. I have posted the following mail to various sites. If you bother to listen to the phone conversations I had you will find that I have actually been rather lenient. Your supervisor AJID knew full well that I would never be able to speak to him when I phoned back once he had sent me on the second wild goose chase, this time blaming Easynet. I would like a response to this mail with the MAC number i require to set up broadband with a proper ISP that values it long serving customers. I will naturally tell anyone who is interested what an appalling service I received. I am also companing to OFCOM and the ISP regulators.

Posted mails as follows:-
"Lied constantly. I had no service for 3 days and they told me to phone and complain to SKY as they had placed a "TAG ON THE LINE" AND HAD ATTEMPTED TO TO TAKE OVER THE LINE ILLEGALLY. Complete rubbish as it turned out once I spoke to Sky.Got a different customer advisor (NATURALLY) who again deferred to technicial who this time said it was Easynet illegally tagging my line. This was a complete lie again, as spoke to very helpful chap at Easynet who provided me with the BT number to phone to check if TAG on line. Why couldn't Orange have done that?!. BT stated there was no tag on the line.
Anyway went on like this for 90 mins, also spoke to a supervisor who knew full well I would never get to speak to him again, despite saying I could phone back and speak with him,as my head was about to explode with the sheer unadulteraded incompetence and dishonesty of this bunch of muppets, and gave up and turned off all kit until Boxing day, when hey presto I have a connection. Sorry, but imcompetence is one thing, lying and blaming other companies and insisting it is the customer's responsibility to contact companies which have done nothing wrong is completely unacceptable. Now going to request MAC and move elsewhere. What a complete bunch of liars. I hope Sky and Easynet complain about their tactics. I would rather have no internet than pay Orange another penny. May have some problems getting a MACand leaving Orange behind, but determined to do so are appaling and dishonest service from their staff. I have been a customer for about 5 years and deserve better than this. Reading other posts about Orange Broadband service customers are leaving in droves."

Please don't attempt to phone me as I have no intention of speaking to your staff ever again, except if you do not provide me with a MAC number in your reply.

starlight_xx

My parents had a similar problem, every thing was blamed for their lack of BB and we had countless promises that it was being escalated and to call back in 48 hours.

Finally we gave up and phoned and asked for the code to move providers. WELL what a transformation, I was asked why they were leaving and boy did I tell them. I was then put in hold for a couple of mins and promised my problem had been escalated to a supervisor in the Tech Team whod call back the next morning. I told them if they didnt Id be calling back to cancel.

Sure enough the supervisor did call, he called for the next 2 days until finally the problem was fixed.

He was full of apologies. actually couldnt have been more helpful and refunded 2 months costs.

Although we got a solution it was a disgrace that it took til we threatened to cancel before they moved.

The blooming Indian call centre didnt help but thats another thread entirely!

MarkWatson

I have recently moved to the new Orange Home Max package but as soon as I opted in, I started having problems with my connection. A week later and the whole thing dies completely - no connection at all.

After numerous calls to Technical Support and three weeks without broadband I've had enough and want to love. immediately. The problem is that Orange won't let me go without holding me to the remaining 18 months charge on the account (circa £400).

My issue is that I want to leave immediately as I reckon that, as they are not fulfilling their side of the contract to supply me broadband, we therefore have no contract (Sale of Goods Act?) and I should therefore be able to leave without penalty.

They say however that I have to stay for the 30 days, even though I have no broadband....so who's right? Surely I should be allowed to go on the basis that our contract is null and void?

rain_dropz

I've been with orange broadband for a few months now and for the past 5 days it hasn't been connecting! i call everyday to be told 'the engineers are working on it'.......So annoying as i hate having to use dial-up and having to pay 'per minute'!

ultramagnetic_commuter

Was with Orange for years until recently. Pros and cons:

Getting free unlimited calls was good value (until Talk Talk, Tiscali etc came along)
Having to use a second handset for your free calls via the Livebox is a pain.
The software which manages the Livebox/wireless adaptor is very flaky.
The Livebox is massive and doesn't transmit a great signal.
Orange let me sit on a deal paying over the odds for months without offering me their new deals.
They insist on 18 month contracts which is a long time in an ever-competitive market

Just switched to Tiscali - all good so far.

Orange provide MAC code very promptly. Although slight concern that I haven't heard from them about my final bill - anyone know how long that takes?

jamtart6

i've been waiting 34 days to get the line cleared on my grandads broadband account. (orange) we want to cancel orange and go with sky but didnt know about the MAC code, so rang up to get one off orange and they cant give it to us. we have to wait for the line to clear. the line clearance has been rejected 3 times now and sky and BT have both put a complaint in against orange on our behalf. we are definitely going to OFCOM. Orange wouldn't speak to my Mum until she gave them her first name which is just down right rude. I can't believe they were on watchdog last March and are still causing people problems.

Theres nowhere and no one to turn to in these situations, its awful.

lynneand1

OMG i have just read this whole board after seeing the note in Jamtart6's signature!! I to took up a 2 year contact with them in the summer to get the free laptop and fingers crossed i have has a solid connection and been getting all my free call via the livebox since then!But looking around at the prices for broadband now i can see i am paying well over the odds at £19.99 a month!My only complaint is i am supposed to be getting 8mb broadband and on a good day i get 4mb MAX! When i have enquired about this i was told all sorts from distance to exchange to way at which the cables come from exchange into my house from exchange which is laughable at the least and frustrating/agitating at the most!!
I was wondering can you call and ask them to reduce your monthly fee?? I am happy with my service so far but am a bit miffed at the over-inflated price! I know i got a £600 laptop for £50 but still?
Was just a thought any advice would be great
Cheers Folks

jamtart6

Its not a case of "say no to orange broadband" but even if the signature alerts people to some of the problems a lot of customers have had then I will have done something to help. They can make their own informed choices after that but I wish we had known what we know now before we were converted to them.

No idea lynneand1 but use the 0800 number on saynoto0870 website to call them as the 0870 number is expensive and on the 0800 number you get through to Rotheram rather than a diffferent country,

furball

Hi have been without orange broadband since Dec 16th got all the same old test, connection rubbish over and over again. Orange said if i had no service for 30 days they would cancel contract and i wouldn't have to pay anything. Have read a lot of the posts and don't know if it's best to change provider now as there are only 2 days to go before the 30 days are up, or wait. Could someone explain how the tag on the line works Thankyou. sister in law is going through the same thing, 2 weeks no service but she took the laptop offer. If she cancells after 30 days no service will she have to return laptop? or just put up with this appalling (sp) service.:eek: Thankyou