BBC Radio 4 "You and Yours" are looking for comments from ex-Wanadoo/Orange customers who are having problems with their broadband - especially LLU problems (ie changing to the LLU network or upgrading speed).

They are particularly interested in the customer service and technical support that people are getting from Orange at the moment and whether it's good or bad.

They're running a programme next Weds (May 16th) about the issue and are looking for people to send in their experiences ASAP by email, they intend to ask an Orange spokesperson to attend and ask them what they think of the feedback from customers.

Please send your experiences before the end of Tuesday to: louise.cocker AT bbc.co.uk

Cheers

Jason

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Jason Lloyd
moneysupermarket.com
0800 298 5770

" We're here to help you find the best deal and avoid the pitfalls through sharing knowledge and experiences."

Hi Jason

Thanks for the information - I am working on mine as I type this up.  I am sure the BBC will be inundated with customer comments - it is about time that someone took us all seriously.  We want everyone to know how bad the service is now - I am one of the ex customers who started with Freeserve Anytime when it first came out then changed to broadband.  It appears that when it changed names the customer service changed also to appalling.

Well must get on with this email to the BBC - mine reads like a book already!!

Tremic 

 

Recently, orange have messed up my broadband and they are too slow to fix things and rude SPT team (provisioning team).

1. 12 Apr. they disconnected my broadband (as I work from home...couldn't work so I have to commute, costing me £12 petrol a day)
2. I have been calling them every Tuesday and Thursday since the disconnection
3. The customer service (technical support, guess in India) are generally competent. The ones in London are a nightmare
4. Got an email from Orange (on 10th May) saying they have finished upgrading my BB and now I can get 8Meg
5. My broadband still didn't work, and contacted them to see what the problem is. They are adamant that this is a technical support issue.
6. Called technical support, they say - Orange didn't activate the account correctly
7. I checked my line with BT online and found out my phone line can actually ONLY SUPPORT maximum 4.5Meg
8. Confronted them with this information, and asked to speak to a supervisor (on 15 May)...they are still doing a line test and this could take another 48 hours
9. In general, ORANGE are nightmare and planning to get a MAC code and change provider if this is not sorted by end of this week.

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X-Orange Broadband Customer:)

Have you passed on your experience to BBC Abel?

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Jason Lloyd
moneysupermarket.com
0800 298 5770

" We're here to help you find the best deal and avoid the pitfalls through sharing knowledge and experiences."

Yes, I just did....probably a little too late though:) thanks for asking:)

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X-Orange Broadband Customer:)

Update - Today - Friday 18 May 2007.

Called Orange on 15th May, they told me they will be doing the line test for another 48 hours. Then called them today 18 May to ask for a MAC code, they told me if I get a MAC code, they will stop all the engineering work ready in the queue.

At this minute, they are claiming they will escalate the query - whatever that means. But they are so defensive about giving out MAC code to customers. The fact is... they are ***and they shouldn't  force customers to stay in.

I was laughing when I rean an article that Orange will be providing Braodband TV/Pay per view type of channels etc....they can't even provide a standard broadband let alone TV.

Right now....it's frustrating.

Can anyone advise if I can sue them for the travel costs I incurred because of Orange??

Many thanks,

Abel

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X-Orange Broadband Customer:)

Unsure if you can sue Orange for travel expenses - Which? Legal Service might be a good place to ask this.

Cheers

Jason

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Jason Lloyd
moneysupermarket.com
0800 298 5770

" We're here to help you find the best deal and avoid the pitfalls through sharing knowledge and experiences."

Update today - I am at last free of Orange - all tags have been removed from my BT line!! Yippee

I know exactly how you feel being without the internet for so long and having to speak to cso's who are desperately in need of customer services training and they tell you anything but the truth.  My internet went off on 28^th March and we were totally lost – it is dreadful when you are used to having access to email etc.

Orange’s “customer service” over the time we dealt with them was totally unacceptable.  We have spent a fortune on telephone calls and have spoken to over 15 different Orange employees - all but two woefully lacking in the ability or inclination to assist.   We have had cso’s telling us one thing and another telling us something else.  When we rang to speak to escalations we were told it did not exist – we had only been talking to them the day previous.  We were told to ring back later and we might get through to the other team then – no one seems to be able to transfer calls.  When we asked for the Head Office telephone number they gave us it only to hear the response ‘Hello you are through to British Gas’ when we rang the number – yes you read correctly!!

A request for a MAC code which should be issued in within five days and as everyone knows is computer generated, took them almost a month from the date of request and then given reluctantly to us.

They put us on dial up for about a week – not much good as the only computer that worked with dial up was the old laptop we had given to our son for downloading his music.  I think I could have walked to some of the internet site’s shops quicker  - even if they were at the other end of the country!!

I stopped my direct debit as I thought to myself if they can’t provide broadband then I won’t pay them any money.  Then the day they realised my direct debit had been refused - they rang me to ask why the direct debit had been refused – to which I replied with the full story again only this time they were paying the bill for the telephone call!!  I bet he wished he had never rang us – I was put through to every Tom, Bill and Harry until they decided to put me through to the ‘cap champ’ working that night!!  Can you believe it they even give their staff stupid names like that!! even telling you about it  has me in tears of laughter.

We have a fax machine in the house and asked if we could send a fax to them and was given a number and name of someone who calls himself the customer liaison between head office and the customer.

Suggest you fax PAUL DONALDSON, 14^TH FLOOR, ESCALLATIONS DEPT ON 01642 732 728 – make sure you put the name and address on it so that it gets to him. 

IF EVERYONE FAXES HIM THEY MIGHT TAKE THE POINT!! AND GET SOMETHING DONE – NOW NOT LATER.

Wish you luck in your great escape from Orange - don't give up!!

Cheers

Tremic

Today: Monday 21 May 2007

I sent a fax to orange escalator and fingers crossed see what happens. Thanks ever so much Tremic. Guess what though:) Orange replied to an email I sent early last week saying it would take up to 5 day to get response. Ony last week Friday, they promised me they would sort this out within 2 to 3 days. So it looks like another 2 to 3  weeks before they get their hands on my line.

-------------------------------------------------------------------------------------------------------------------------------------------------------

Hello Abel,

Thank you for your email.

We have submitted the fault to the second level of escalation. However it will take 5 working day to get the updates.

If you have any further queries then please do not hesitate to get in contact with us again.

Kind Regards
Farhan

Broadband Support
REF:WOOBB

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It's funny, a website like www.broadbandchecker .co.uk can tell you whether there is a fault on your line or not just by taking the post code and phone number. Yet orange customer support spent far too much time arguing with me that there is no fault with the line until they finally admitted there is.

http://www.broadbandchecker.co.uk only took few seconds to give the following results on my line (21 May 2007)

ADSL Broadband
Availability for 0208961**** on the Harlesden exchange
Exchange  Your local BT Exchange (Harlesden) is ADSL enabled
 
Line  Your line should be capable of supporting estimated download speeds of 4Mbps or greater.
An incompatible product may be installed on the line or you already have ADSL broadband
Your chosen service provider may be able to help with conversions and some compatibility issues
Your line will be fully tested when you place an order
 

 

 

 

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X-Orange Broadband Customer:)

Hi Abel

Thanks for the reply - fingers crossed for you - I gave up completely and insisted on receiving a MAC code.  I had been told by someone off the record - that they keep applying for a slot to upgrade the line to LLU even if they have been refused the first time.  During that time we were without broadband and one week later still no sign of getting anywhere - if they had just given me back what I used to have I would have been happy - 1mb speed is much better than no speed at all.  I was unable to email them as I had no email or internet.  We were also told completely off the record that 20 per cent don't work - we must have been in that figure.

I do hope that you get sorted out quickly - don't forget to keep pestering them they are bound to give way at some point in time. 

Tremic

Thanks Tremic:) I wish they told me  the truth - how long it would take!! I would have switched provider by now. Thanks Tremic:)

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X-Orange Broadband Customer:)

Hi Abel

They will never tell you the truth - they are trained to tell lies, lies and more lies!!  We sent loads of letters to head office complaining but each response ( which usually took a week for them to get to the post box) never addressed any of the issues we complained about. I was so annoyed that if I had a bad day at work I would ring them just to annoy them and remind them I was still around and waiting for something to happen. After the first week I had contacted virgin and arranged for them to sort out my broadband on the cable line - plus made enquiries with another provider and am still awaiting a date for installation.  Best thing I ever did was leave Orange.

Keep on reminding them you are still around - fax them, ring them and email them until they eventually get sick and do something.

Good luck, 

Tremic

Thanks Tremic, I have ordered a MAC code yesterday and have to wait for at least a week to get it (according to Orange). So hopefully they send this and do the right thing for once. I will be joining BT.

Many thanks

Abel 

 

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X-Orange Broadband Customer:)

Hi Abel

Good for you - I do hope that you receive yours quicker than we got ours.  It's only supposed to take five working days to produce as it is only computer generated - but it took us a month to get ours!! It was only after calling them again, sending them faxes etc that they were gave us one on the same day ( a month later than the first initial request).  Well ...  guess what? - it was no good!! This is just what you would you expect from a company like them!!  I even got in touch with the newspapers and Trading Standards letting them know of the poor service I was receiving and the attitude of Orange staff.

Hope that everything works out well for you - I have heard that BT is good so no worries there.

Tremic

Thanks Tremic....my company is offering to pay up to £30 a month for a broadband:) after seeing me suffer. So I will be going for the best service and not for the cheapest service as I did with Orange. Will wait and see if this MAC code ever comes:)

And Guess what:) I called Orange just to find out what would happen if I was to wait until this Thursday (24 May 07). It's the same story. I asked them what's happening with the line now!! and their reply is the same as ever!!!!WE WILL ESCALATE THIS TO THE HIGHER AUTHORITIES!!! this is the third time in three weeks they ESCALATED ME......

So if I was to take their word "This is the last stage and everything will be sorted by 24 May 07" and not ask for MAC Code, I would have been a fool. So better wait for the MAC code than their BB:)

Much appreciated for all your help/support --- as ever:)

Kind Regards,

Abel

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X-Orange Broadband Customer:)