I've been with Freeserve through Wanadoo through Orange ever since Freeserve first started up. Through the whole process, I've never had any notable problem with the connection. However, I upgraded to the Home Max package back in April because my old package was very expensive compared to the market alternatives and because I wanted the VoIP line included in the package. I think the VoIP line worked for about a week before failing. Since April, I've made countless phone calls to the appalling offshore support desk, all a complaint waste of time and all at my expense. I've tried emails and even snail mail to their UK address. None of this made any difference. As far as I can tell, nobody within the Orange organisation made the slightest attempt to address my problem.
Eventually, I had no choice but to complain to ISPA. Twice. Orange completely ignored the first complaint and eventually responded to the second, after three weeks, although they're supposed to respond within one week. Presumably, they're snowed under with a very large number of ISPA complaints. In the same couple of days, I received both a phone call from an intelligent human being who actually seemed to be trying to solve the problem, as well as a letter from their compliance department offering to release me from the contract, which I will be taking up. Much though I'd like that VoIP line, I simply daren't risk staying with this ISP. I work from home and rely on my connection to earn a living. If it took seven months and two complaints to ISPA before anybody even attempted to solve a problem with a VoIP line, I have no reason to believe things would be any different if my main connection failed. I just couldn't risk staying with a provider with such appalling support and customer service. It's the worst I've ever encountered.