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Orange 8Mbps Upgrades Causing Problems - Update

Posted: 11th May, 2007 By: MarkJ
We had a fair few responses to last Friday's piece about Orange's 8Mbps "upgrades" causing problems (here), with a proportion of angry customers also being kind enough to submit complaints. We've summarised a small selection of their various gripes below:

My broadband has been down for 20 days with at least another 3 days expected to put the fault right. This being a bank holiday I don’t hold out much hope of an early resolution. I am receiving ppp server down messages. My ISP is Orange. I upgraded in December to 8mb.

Technical support is atrocious with 3 line tests and various cold resets being carried out and the ISP logging the fault as closed because the line test found no fault or the fault was put right. They didn’t ask me if it had been put right! The fault has now been escalated to level 2, whatever that means.

The customer support is no better. I contacted them to tell them I wanted to cancel my contract because they weren’t delivering. I was told they had 4 weeks to resolve the fault before they were in breach of contract.

After that it would take another 15 days before I could sign up to another ISP due to line tagging issues. As you can imagine after 40 odd phone calls and no resolution of this problem I am now very angry and frustrated. I feel trapped and nowhere to go. I even wrote to customer support 10 days ago but haven’t even received a reply!
- Morris


I've been with ORANGE (Wanadoo) since February 2005 when I did subscribe for a 2Mb broadband connection. In December of 2005 I switched to an 8Mb and [IT SEEMED TO] work fine up until mid 2006 when the problems started to arise.

At least once a month, and for more that 48 hours I am not able to connect either because the server is down or because my credential are not recognized.

However the worst nightmare started roughly one month ago on the 14th of April when I was not able to connect. I did call the Technical support team and as usual I was told that the issue would have been solved in 24-48 hours. However this time it took them 4 days (or 96 hours) before I was able again to connect. Since then I noticed that the speed of my connection was remarkably low.

Running I few tests I discovered that the speed I was receiving was going from max of 0.32Mb to a min of 0.08Mb, which is slower than an IDSN connection.
- Fabio


Very bad connection problems and slow speed. When contacted on their telephone support line all the information given was what is on their help page on the internet. It is as if their call centre cannot give out any technical help at all. This leads you round and round in circles.

Not very happy. Will definitely be changing.
- Stuart


Having returned to Freeserve/Wannadoo/Orange after the original V21/Biscit fiasco I enjoyed a very stable 8 meg connection on ADSL Max for about 5 months, following an “upgrade” to LLU on the 22/March/07 I found myself with no connection whatsoever, numerous phone calls to Orange India did me no good at all.

If the future is Orange then it is going to be very dark indeed.
- Rob
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