Hi all,

         An update from my last message, I recently lost my connection to my Broadband Starter Package with Orange, after nearly nine days without reliable internet I am losing patience with Orange.  I have since had a line check done and also many troubleshooting problems performed and today was told there is a fault with the B.T. line I am wondering if this is a stalling question a stock answer to the problem.  On Friday 1/6/07 I had a line check performed and was advised to stay off the internet but keep my pc switched on for 24 hours and not to use the telephone for three hours while the line test was done, result saturday 2/6/07 exactly 24 hours later a solid connection this lasted until sunday 3/6/07, then it was cut again and had intermittent problems connecting but could re-connect only to be cut off again after 10 mins on average.  My girlfriend and I rely on our internet connection as we have a long distance relationship and really need stability when it comes to internet.  I went into a local Orange shop and asked if I could phone support from there, to be fair the guy in the shop was very helpful and although I could not contact support because I was using an Orange mobile and for some reason was given so many different numbers only to be told that was I on an Orange Mobile account, by this time I was so fed up I only want a stable connection.  I am now left in two minds what to do next, my connection is very intermittent and very troublesome, they told me to phone support yet again after 24 hours to see if B.T. have performed the repair (not sure if this is true at all maybe it is just a cover?).  I need some advice please what shall I do next, what would you do? 

I had ISP Orange for more than year and problems are not just in costumer services .

Now I would say: ORANGE NEVER MORE.

 I'm costumer by orange in meny other countries in europe.

What I'm experiencing here with ORANGE label company is ridiculous.

Dear LOVEISTANBUL this is my opinion about firm with label Orange UK.

Have nice day.

Hello there,

It isn't only Orange. I am with Tiscali & suffer the same problems. After experiencing reduced speeds, being thrown out every 20 secs or so, I am pretty sure the problem lies with BT's tinkering with the line.  Whilst my package is for 2mb, the provider only guarantees "up to" 2mb, so I have no real leverage with them when I'm only getting 1 mb just over. (Check your package)  There doesn't seem to be a problem in the early hours, say 5 am. But the problems increase as the day wears on. It looks like the more people using the system, the more unreliable it becomes, which indicates we are sharing a limited capacity.  Believe me, when you are making that final bid on e-bay & the system throws out the link, you could throw the monitor out of the window.

I would be really grateful to anyone who can recomend a wholly reliable package provider with a proven record.

Best regards

Hi loveistanbul,

As a former orange broadband customer who suffered everything you are I felt I had to reply to your post.

I was a happy wanadoo customer when they got taken over by orange and did not have any problems until I moved 1.5 kilometers further away from the exchange. This is when I immediately started to experience the problems you are experiencing.

The experience of calling customer services was always the same. Talk through the problem, try some diagnostic tests and then have a line check done, ring back in 24 hours to be told the problem is down to BT, ring back in 36 hours to be told the line test was inconclusive and another one would have to be done. (a total of 16 line tests supposedly carried out, all inconclusive)

This lasted for a total of 5 months when I finally decided to change ISP and changed to SKY where for the past 6 months I have had a totally problem free service.

Orange did refund all payments I had made from the day I first started having problems, after I asked for compensation. Although this was not compensation as such, I was happy to be refunded without any hassle.

The only advice I can give is for you to change provider as quickly as possible. 

regards johnnie.

JLGeorge:

I had ISP Orange for more than year and problems are not just in costumer services .

Now I would say: ORANGE NEVER MORE.

 I'm costumer by orange in meny other countries in europe.

What I'm experiencing here with ORANGE label company is ridiculous.

Dear LOVEISTANBUL this is my opinion about firm with label Orange UK.

 

Hi yes I am realising that the problems are not just with the customer service department only

Have nice day.

G S C:

Hello there,

It isn't only Orange. I am with Tiscali & suffer the same problems. After experiencing reduced speeds, being thrown out every 20 secs or so, I am pretty sure the problem lies with BT's tinkering with the line.  Whilst my package is for 2mb, the provider only guarantees "up to" 2mb, so I have no real leverage with them when I'm only getting 1 mb just over. (Check your package)  There doesn't seem to be a problem in the early hours, say 5 am. But the problems increase as the day wears on. It looks like the more people using the system, the more unreliable it becomes, which indicates we are sharing a limited capacity.  Believe me, when you are making that final bid on e-bay & the system throws out the link, you could throw the monitor out of the window.

I would be really grateful to anyone who can recomend a wholly reliable package provider with a proven record.

Best regards

Hi there,

I totally understand that the problem is not only with Orange and am sure alot of other providers have the same level of complaints, I think you are right if we were to use the internet at 5.a.m. then maybe we can surf longer without to many problems and I think also when it is peak times of the day the amount of users online affects the situation also.   

johnnie:

Hi loveistanbul,

As a former orange broadband customer who suffered everything you are I felt I had to reply to your post.

I was a happy wanadoo customer when they got taken over by orange and did not have any problems until I moved 1.5 kilometers further away from the exchange. This is when I immediately started to experience the problems you are experiencing.

The experience of calling customer services was always the same. Talk through the problem, try some diagnostic tests and then have a line check done, ring back in 24 hours to be told the problem is down to BT, ring back in 36 hours to be told the line test was inconclusive and another one would have to be done. (a total of 16 line tests supposedly carried out, all inconclusive)

This lasted for a total of 5 months when I finally decided to change ISP and changed to SKY where for the past 6 months I have had a totally problem free service.

Orange did refund all payments I had made from the day I first started having problems, after I asked for compensation. Although this was not compensation as such, I was happy to be refunded without any hassle.

The only advice I can give is for you to change provider as quickly as possible. 

regards johnnie.

Hi Johnnie,

I also had no problems Johnnie when Orange was Wanadoo and Freeserve but also I lived in a different area of my town and have really experienced these problems when moving.  I did have so many line tests like you also carried out and really I think this is a stalling tactic by Orange, what I could not understand and still cannot is why I am connected at all, if there was a problem with the line surely I could not connect at all and lose my connection altogether.

When you changed did you have a problem getting your MAC code off Orange? and do you think if I changed then I would have a better connection, it is still going to be the same line but different provider, I see one advantage to changing maybe some other provider will offer a better and cheaper customer service.  I hope to do something about this soon

Thanks Richard

loveinstanbul,

I also know of 2 others in my area who had the same problems with orange, 1 has changed to BT and the other to pipex,

both have had no problems since changing some months ago.

I would say this is a problem that orange are experiencing and not doing anything about it, or are not capable of correcting this problem. Their customer support just seem to go through the motions time after time, with no improvement in results.

As far as the MAC is concerned, I had no problem getting this, it was given to me over the phone and confirmed by e-mail.

My own experience and that of the 2 others I mentioned is change provider and instantly get the service you are paying for. Do not forget to tell orange you want to be compensated for all the time you have been experiencing problems and at least get your monthly payments refunded. They will send you a cheque for this.

Regards johnnie.

Hi Johnnie

I decided this is what I am going to do is change providers, can I ask you when I change will I have a period without the internet while the change is taking place as I have a fiancee living in another country and the internet is vital to our communication.  How do I get the MAC code do I have to ring Orange for confirmation

Thanks for your help Rich  

loveistanbul,

You get your MAC by telephoning orange.

Some providers only collect MAC's on certain days of the month, so check with the new provider before getting the MAC from orange.

You should not experience any down time at all when changing providers.

Regards johnnie.

johnnie:

loveistanbul,

You get your MAC by telephoning orange.

Some providers only collect MAC's on certain days of the month, so check with the new provider before getting the MAC from orange.

You should not experience any down time at all when changing providers.

Regards johnnie.

Johnnie

Just looking at the rules and questions on the Orange help page and it states that when you change providers the MAC code will be given, but you have to check that your new provider has LLU Mac codes, how do I find out if they do.  By the way thanks for all the help here it is appreciated

Rich 

loveistanbul,

Once you have decide on a new provider, ring them and tell them your reasons for wanting to go with them and they will give you all the information you need to change over to them. They will put you on their system as a registered interest. You then telephone Orange to get your MAC, give it to the new provider and sit back and wait.

In most cases you should not have more than a couple of hours break in your service on the day of changeover, which you will be informed of by your new provider.

You must really have the courage of your convictions if you wish to move ISP, to get yourself a decent connection.

Regards Johnnie.

I wanted to switch my provider but because im still in the contract I would have to pay £140.

 And just to round it off nicely my broadband doesnt even work properly... ORANGE are useless!

I have had the exact same problem... They do all these line tests and nothing happens. had no broadband for 5 weeks now and i;m currently waiting for my MAC code to get the hell away from Orange!

Steve.

If you talk to orange and they say you will have to pay to get out of the contract, explain to them calmly that their part of the contract is to provide you with a service and they are failing to provide this service, they are therefore in breach of that contract. It is quite possible they will let you get out of the contract without a financial penalty. I say this as I know of 2 people this has worked for.

If explaining this to them in a reasonable manner does not work, threaten to go to Trading Standards, as with yourself and many others, it is obvious Orange cannot fulfill the contract they set out and are trying to impose financial penalties, on people who have a right as consumers, to cancel these contracts without penalty.