EE Reviews

My line has been migrated from Orange LLU to WBC (BT offer I believe) in June 2011.
Before I was on 17 Mbit/s with a very good and stable service.My VPN was working fine.

Now my livebox displays 4 Mbit/s .... but I can hardly obtain 2 Mbit/s.
It seems speed is constantly reduced to 2Mbit/s.
The worst point is that VPN to the office works badly. At first (in June)I was left with 64kbps upstream and about 1 mbit/s downstream... on WBC.
my VPN to work was dead.

A few month later I have 2 Mbit/s .... but VPN works a little bit better ... but not like on good old LLU.

I am moving to another LLU provider.

I have been with this ISP for over 10 years, since they were Freeserve, Wanadoo and now Orange. I have been happy with the service for most of this time.

Connection quality has been good, I can only remember 2 or 3 times in the past 10 years when the connection has been dropped, and never for a long time. Speed has been OK too, since I've never had another ISP I don't really know speeds in my area too well, but it is rural/outskirts of town and seems to keep up with the national average reasonably well.

My major complaint with Orange has only arisen in the last couple of months, but it has persuaded me to look at changing isp. Recently I recieved a letter telling me I had downloaded 27GB during peak times in the previous month, and that this was exceeding the Orange FUP. If I proceeded to exceed this, Orange warned, they would take action against me. They didn't tell me what the download limit actually was in this letter! Next month, without further letters/warnings, Orange began throttling my connection. The speed it now achieves is a joke (sub 0.5meg), as I cannot even stream the lowest quality iPlayer videos properly.

I felt this was unjustified, as I could not fathom what I had been downloading that would add up to a sum total of 27GB. I also had no idea what the FUP limit actually was, or when peak hours were. So I put in a call to Orange. They informed me that my connection would be throttled between peak hours of 6pm to 12midnight, and that this would continue for "about 3 months" and would return to normal as long as i stopped exceeding the FUP. They still wouldn't tell me the monthly download limit.

Since I don't know what the FUP actually is, and I don't even think I broke it in the first place, I have lost trust with Orange. I don't feel that I can be sure that once speed is restored to normal, they won't just start throttling it again claiming another FUP violation. It seems ridiculous that they can virtually render useless a service I am paying money for, without having to disclose any details or even give me sufficient warning. The gas company doesn't cut off the gas unless you're a few months behind with your payments, after probably about 10 threatening letters. Why can my ISP send me one innocuous letter and then shut off my sevice?

In future I intend to switch to an ISP with a more transparent and open policy about download limits and throttling service, or preferably even an ISP where I pay for the amount of usage I want and there's no mysterious 'fair' usage policy.

Orange broadband has made a complete mess of my adsl connection. My line is capable of 5mbs speed and that is the speed I enjoyed when Orange first took over supplying my broadband. Since then they have t6aken me off the BT network and put me on their own LLU network, which will now cost me £40 to get back on the BT network with my new ISP. This resulted in numerous PPP server down errors where I would be offline for between a few hours and THREE weeks!! To resolve the PPP server down error Orange decided to drop my speed to 3.5Mps. A couple of months later and the PPP server down message occurred again and then Orange decided to drop my speed to 2Mps!!
It's a good job orange don't have a garage business as anyone with faulty brakes would simply have their engines horsepower cut.
In terms of value the product is very competitively priced but, and it's a big but it does not work!! If you want a fast reliable connection stay well clear of these clowns.

A customer of mine used Orange happily (despite the fact that they had her on a fixed 576Kbps connection when she could have had about 1.7Mbps) until an Orange network upheaval after which she was off the air. Extensive tests indicated the fault at or onwards from the telephone exchange. The 1st-line Orange support people were infuriating but after several days of irritating them, they agreed to send out a BT engineer. The BT engineer found that there was a fault somewhere on their network and made a report. Nothing happened. Called Orange again (always had to talk to the highly non-technical 1st-line support people first) to find out what was happening and were told that the BT engineer reported no fault! WHAT??!! I think what he meant was that there was no fault WITH THE LINE OR HOUSE WIRING you imbeciles!

After several days more of completely inconclusive phone calls where polite Asian people assured us that everything possible was being done while there remained absolutely no improvement, the customer asked for a MAC and called Vispa. They had to sort out the problem (some issue in the BT Radius server) but it only took a day or two after they took over the line.

So well done Orange! This was a great lesson in how to lose a customer by having what is effectively a COMPLETELY unsupported service.

Have been with Orange for about 2 years as they were/are extremely cheap, especially when combined with an Orange contract phone. Things did not go smoothly from the off. They throw in a free router, but it's terrible. The interface is slow and unreliable for changing settings and it takes an age to reboot.

I initially had a problem with the internet dropping out at my flat, and when I rang technical support they were unable to offer any advice at all (foreign call centre worker reading from a script). I solved the problem myself eventually with a few Google searches.

More recently they began to throttle my broadband connection during peak times - it is so slow during peak hours that it cannot stream a video from Youtube smoothly, or even run Spotify properly. Though I am unaware that anyone throttles http:// traffic, even web-browsing was slow. When speaking to them on the phone about this, they not only did not know what throttling/packet shaping was, they lied about the connection we should be getting in order to try and keep me as a customer. Needless to say I have not renewed my contract with them and it runs out at the end of this week.

It may be tempting if they are the cheapest - but I'm begging you, please don't do it! Pay a few quid more for an open fair use policy provider with better service. You really do get what you pay for.

I used Freeserve years ago and barely even noticed when it was taken over by Wanadoo. When Wanadoo was acquired by Orange, the service became almost unusable: slow speeds, frequent disconnections and even long periods when I could not connect to the internet at all.

Technical support (I use the term loosely) is an absolute disgrace! Frequently I would call, only to be told that their computers had gone down so I would have to call back later. 50p per minute for this!
After several weeks of line checks, which always proved inconclusive, I decided enough was enough. I threatened legal action if they did not immediately release me from my contract. Now I am with a real ISP:
fast.co.uk and the contrast could not be greater.

I rated Orange 1/10 for everything only because this site does not allow me to rate 0/10!

I have been with them from its Freeserve days and wonder why I have stayed. I have been promised up to 4.5 mb but have only ever been able to obtain up to 2 mb. I’ve tried e – mailing them but get asked the same stupid questions; - have you tried different filters, how many phone sockets do you have, is the router connected to the first socket etc. etc. etc. Its technical support is too expensive and no better than useless! You end up trying to keep a thread open but get different ethnic call centre people all the time who have to ask the same laborious questions, they don’t seem to keep records.
I finally resorted to writing to the customer service department for all the good that did. Many e – mails letters and so on and the speed is no better and to cap it all they have bumped up the price by £8 as if that is acceptable. I am now searching for another ISP as Orange cannot keep up with today’s demands, most definitely not mine!!

Having had constant connection problems with Sky Broadband over a 3 month period, i changed over to Orange in August. Suffice to say things have not improved. This issue that i have always had since moving in is that the router that i am using (and i am on the 3rd one) cannot connect without first activating the handset on my land line. Once connected the connection may stay for anywhere from 1 minute to 1 week!

After repeated calls to Orange 'Technical' Support at considerable cost (£0.50 / min for Mac users) i  was pulling my hair out. Instead of keeping some sort of thread of an ongoing problem, every time that i called the Indian call centre one of the resident 'experts' took me through the same old routine of: Have you tried a different filter? How many phone sockets do you have? Do you have a Fax machine of any other device connected to the socket? A cynical person would say that they do this just to bump up the phone bill but i think it is because that don't have sufficient brains to work out that there is a line fault that BT have to sort.

In the end i had to send a scathing letter to customer services and giving them a ten day ultimatum to fix the problem. Since that time i have had calls from several people from Orange all vowing to stay with the fault until resolution and that they would call me back to see if it was fixed.

As it happens, i have had a stable connection since last Monday 13th October, after having complete lack of connection over the preceding weekend. However, my download speed has slowed down from 4.5mbps to a snail-like 800kbps and 250kbps upload!!

As i am a homeworker, i need the internet 24/7....i cannot do my job without it! Most ISP's seem powerless to improve thier service and reliability because of lack of coordination / cooperation between themselves and BT wholesale. What can we do between now and when we drag our telephone / broadband infastructure into the 21st century???????????????

I know, go and work in McDonalds.

I know a bit about customer service from working in mobile phone sales for 4 years and having to deal with networks and internet providers on a day to day basis.. a while ago now but I think I still know my onions..

Ive never experienced anything like Orange for level of service and customer service!

Problems include

- Random disconnections, when asked why they have stopped out internet they say they dont know and reconnect within 24 hours.

- internet down for 3 weeks - lots of phone calls to customer service, customer care and incorrectly advised to ring tech support and spend 40 mins going through all the router settings and windows settings.

- Having to pay a premuim tech support line - I spent 40 mins on the phone after being incorrectly told to call them and issue not resolved. Issue was with orange systems no my settings. 

- Tech support refusing to call back and costing at least 50p a minute and going through to Bombay. No chance of explaining issue just follow script of their computer

- when asked for a refund, i quote "Our internet is so cheap so we have to make money out of you somehow!"    honest!! disgrace!! I SHOULDNT HAVE HAD TO RING THEM YOU IDIOT!!!!

- Orange wireless router still drops out randomly, changed to a netgear and works perfectly

 not very happy. worst service i have ever received.

I first suscribed to Freeserve 5 years ago, it then became Wanadoo then Orange.

Apart from a few disconnections from time to time no complains.

And one day I decided to move house. It was supposed to take 5 working days it took 3 weeks, BT's fault according to them because the previous line was not freed because of an upgrade....

Then OK for one month, and one day: bang! No more internet, I can see in the dialer popup that the login/password is no longer accepted.

So I ring support and I am being told my account has been closed.

After 5/6 calls they finally figured out that my account had been shut down by mistake.

Then they told me they could not reoppen it I had to resuscribe.

Then:

_ I could not resuscribe because there was a tag on the line.

_ Call again to ask the TAG ot be removed. I am told it will take 5 to 10 working days

_ 10 working days later I call to resuscribe. I am told it will take 5 to 10 working days

_ 10 working days later I call to check. I am told it is not possible, there already is an account. Call Account services and they tell me that as soon as they freed the line a Pay as you go account was created.

I say I never asked to suscribe to pay as you go. So here we go again, the account has to be shut down once again and I have to wait again 10 days for the TAG to be removed.

_ 10 days later TAG still there. I am told the TAG will be removed the 17/07.

_ Call again after the 17th of july, I am told the TAG is still here, I complain, speak to the provisionning team, I am being told they put a request to be acted upon imediately, it should take 10 working days...

So there I am, after 20/30 calls and two month I am STILL waiting on my line to be released.

 It is now clear that I will not return to orange

 

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