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Going round in circles with Orange

We are at the end of our tether with orange.
We have had problems for over 11 months now and the broadband connection goes off intermittently. This time though, we have been offline for 9 full days and are getting nowhere.
I have logged complaints with this site, they have written to them for which I got a reply months ago and a reduction in the monthly broadband fee.
All was ok for a month or so, then the connection has dropped again and we have had problems for the last month. Some days it is working for a day or two, then nothing, but this time it has been off for 9 days.
We have been in contact with a man in the UK called Ian Britton and he says he will sort it.
He passes the complaint to India, they log it, then test the line. One minute they say the line is faulty, then they say it's our equipment. We have used four different routers including Net gear and their own live boxes, no result.
Then we get a phone call saying the work has been cancelled as there are so many people working on the problem. They don't communicate to each other and must have different computerised systems which don't link up. So we have to go through it all again, doing the tests, unplugging equipment, filters etc etc.
It is costing us a fortune in phone calls and now having to resort to using an expensive dongle via 3 network as I need it for my website business.

Just rung them now as we had a text from them with an update. It only says they are still working on it and not to worry.:mad:
They say they have found extra faults on the line.
I rang BT yesterday and they did a line test and they say there isn't a problem with the line. BT won't send anybody out as they can't with it now showing a fault.
The operator told me to go back to orange and request an engineer, but they won't do. We must have asked them millions of times to do this. They go through BT wholsale, then send out BT open reach, for gods sake, who is responsible.
On friday I requested a MAC code to change to BT, but don't really want all the hassle of changing our email address .

VENT OVER>
 
sensiblr to leave orange but would question BT as your new choice!!! there are many better ISP's out there who are not as big but better.

We can't get cable/fibre optic broadband in this area yet. We haven't even got digital until 2011.
What others ISP's would you suggest please.
We wanted one that didn't have to go through a third party if we had a problem. if we use BT landline and BT broadband and there is a problem, then BT would be liable for both.
But with Orange, we can't go direct to BT wholesale to contact and engineer as they won't give us the number or push for an engineer.
We have had two updates today from orange to ring them, and still they say one minute there is a fault on the line a major one, then the next minute, he said there isn't a fault.
 
Know from experience that the support from orange can be useless. (for the most part diabolical)

I stay with them and to be honest am really happy as I get a rock solid connection, decent speed for the length of line and pay pretty much sod all for it.

The only real hassle I had is when they switched me to ADSL2+ as my speed dropped by a meg. Needless to say I wasn't amused. Phone call to India and they said the speed I was getting was really good. Naturally I wasn't amused.

You do however have to understand their culture a bit and have to play the system. You note their name. This could take ages just to understand it. You then tell them you are completely unhappy with the service and how they have handled your call. Request to be put through to their level 2 support. (if this is still India and they don't tell you what you wanna hear in 5 mins then same again and ask for level 3.) You should be talking to someone in the UK who has at least half a clue. Important you know your stuff and tell this UK person everything you have done. Rattling off the list is a good bet.

Hopefully someone will fix your issue then.

If that fails a call to cancellations rattling off the names of those who haven't helped may get more done. Know this sounds a bit of work but can have results.

If you are like me you are with orange for the price. Sure there are ISPs who will give you better service. Some of the smaller ISPs will look after you very well. Heard nothing but good about the likes of Zen and Aquiss for example.

You do get what you pay for. I'm lucky that I've played at the ISP game and know how to play them to get what I want.

Hope you manage to get some resolution just pay attention to Butler re BT. Out of frying pan and into the fire is the best analogy I can think of in that case.
 
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Well don't faint everybody, but Orange has just come on after 9 days of nothing.
I will see how long this lasts this time.

Also just got told today that seeing as though I am an Orange customer for my mobile,. then I could just ring from that to 150 and go through to technical help.
I never realised and have been ringing those pesky 0845 or whatever numbers.:rolleyes:
 
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