Thanks for the post Peeps,

Seems we're all getting fobbed off by Orange technical....

I've now been without a land line for 3 days, orange home phone fault department did a simple line test and confirmed "its definetely on their side" with faulty wiring in the exchange! and as of wednesday, orange were getting a quote to replace faulty equipment

I've been assured that once the line is back my broadband should be working at full potential - after 12 weeks hastle I can only hope! Time to claim for a refund I think

Hello peeps,

Sorry to hear about your issue, please can you drop me a Private Message with your details and I will get this escalated. Can you include a contact telephone number and someone will call you back.

Please let me know whether you actively use the 2nd line (VoIP) service.

In reply to a post by UKDoc:

Please let me know whether you actively use the 2nd line (VoIP) service.

Hi Gavin,

I got to say I'm glad this was brought up because it did cross my mind whether or not these my speed issues might be associated with me using the second line because:

A) I indeed use my 2nd line regularly, and I am aware Orange has made a concerted effort to disuade me from using this - I've had reps trying to move me onto a different packages, emails which threaten to diactivate the 2nd line during a short period of inactivity. This makes me think that dropping my speed is just another tactic to 'persuade' me to 'move-on'?

B) That the move to ADSL2+ has meant a drop in speed because I still use the 2nd line i.e. a physical hardware limitation - This, however, I belive is not the case because I have already experienced faster speeds whilst using the second line.

You'll have to forgive my suspicions Gavin, but you've registered at a time when all of these problems are surfacing...What can you tell us about users still actively using the second line and its effect on their 'service'?

Hello peeps,

My question on 2nd line (VoIP) question was in regard to what router could potentially be made available to you, as you mentioned in a post use of 2nd line. Only the Livebox supports 2nd line.

The 2nd line (VoIP) when in use will use some of your speed.

The offer of assistance still stands if you want me to PM me your details, just like I have offered to other customers across the forum.

A belated welcome to this Forum.

I hope you are able to help these Orange users who are having issues with their BB. The phone support is useless; they have no technical knowledge of BB, do not listen to the customer, are unintelligible, do not apply their brains and can only follow scripts. Is this because they are divorced from the technicians who really know, BT Wholesale?

It took me 3 months last year to get Orange to resolve an issue with my Sync Speed when you switched me from LLU to WBC and that was only by writing formally to you.

Hello Crg,

Please can you send me your details including contact number and I will get someone to call you back. I can see this issue has been going on for some time and I want to see how we can resolve this for you.

Best Regards

Thanks XRaySpeX,

Sorry to hear about your issues last year, but hopefully all is well with your service now.

I am here to offer help to the customers who post on the forum, who need some extra help with fixing their issue for whatever reason.

Having read some of the posts that you have commented on, a few of the cases seem to be a little more complex e.g. line stats, extns, etc., than the majority that do get resolved. As well as fixing an issue, it is just as important to take learnings from these customers and put them back into the service.

Regards

In reply to a post by UKDoc:

Having read some of the posts that you have commented on, a few of the cases seem to be a little more complex e.g. line stats, extns, etc., than the majority that do get resolved.

Most of the cases where users are having problems concern either speed issues or discons issues. This is normal and no more complex then any other ISP. The few remaining cases with Orange are where the "ownership" of the line or BB has been hijacked by one or other of the ISPs involved.

Thought I'd post an update on where I am

� 13 weeks since reporting to Orange my disconnects and slow broadband speed
� 6 weeks no 2nd line
� 13 days no broadband, no landline
� 10 days chasing orange to fix my landline and finally arranged a sat visit
� Waited 8am - 1pm (appointment was confirmed twice) but no one turned up
� Now told no appointment was made with BT and they had actually visited Thur & Fri without my knowledge, now BT want to visit on Monday
� 3 hours since complete loss of faith
� Trying to arrange a new appoint. that doesn't clash with work or cost 0.5 - 1 day of holiday leave or pay but will they actually turn up?

I did pm Gavin and got level 3 customer services rep looking after my issues which is helpful but feel there's a complete loss of dispute / problem resolution and management by Orange, I'm also doing all the chasing (calling at least 3 times a week) but see no end to this marathon

Loss of faith is the best description of how I feel to a frankly lamentable effort by Orange. I now feel the best way to retrieve 13 weeks of hastle is to write a letter to a third party, which for a communications company is quite shocking and frustrating.

Can I ask someone to forward the best contact address for Ofcom (assuming that's the best way to resolve this) as I only have mobile internet this weekend

Thanks for all your help

In reply to a post by crg:

Can I ask someone to forward the best contact address for Ofcom (assuming that's the best way to resolve this)

I don't think Ofcom looks at individual customer complaints.

Best/Only way forward is follow Orange's formal Complaints Procedure and then escalate to their ADR body if, and when, you reach deadlock.