I have 3 orange contract phones in the family so decided to take advantage of the discounts offered by Orange broadband.
Placed order 19th Feb
Cancelled order 21st Feb after discussion with CS about line speed.
28th Feb my broadband stops working...invalid username/password
Contact ISP who get back to me on the 6th (bit rubbish) to tell me the line has been migrated away from the LLU service to BT wholesale.
Phone orange...."you did cancel the order?" response "Ah, looks like it still went though."
Grr...ok give me a MAC code...done.
MAC code back to "old" ISP - activation date 16th March.
No broadband connection for a total of 18 days because Orange did not do their job.
Contact orange and explained to numerous people (all around the world) the problem and proposed 3 possible solutions
1) Turn on my orange account so I can get broadband for the next 10 days OR
2) Give me 500mb broadband on one of my mobile accounts OR
3) pay for 10 days of BTFON access (£30) <-- I think Orange are part of this scheme anyway so it would cost them nothing
1) No can do - cessation order on the line to switch to LLU
2) Nope, cant do that.
They admit they made a mistake in not cancelling the migration properly but basically all they can do is say sorry.
Have put the details in a letter to customer service as all emails just bounce back with "Whoops, due to issues beyond our control we are currently unable to handle your email query"
Lesson learnt the hard way - I wont be jumping ship again to save a few quid.
Edited by BBunter (Tue 06-Mar-12 12:59:10)