Background:

When changing to Orange Home Max (landline and broadband) I was without my broadband for about two weeks as the speed was so slow, however this speed has now improved (following many phone calls and an Ofcom complaint reference).

I am still trying to get compensation.

A new problem: with Orange landline:

I have now had to make many phone calls as they have given me caller display and 1571 without me asking and I do not want these.

I am told that these features will be taken off by Tuesday. Frankly I'll believe it whwn I see it. I also want to be ex-directory and have my number witheld (as I had before). I have been given incorrect times to call, incorrect information, contradictory information etc.

My advice is avoid Orange like the plague! I have now put my requirements in writing as proof!
Before some clever person replies and says I should be pleased to have these services. It is up to me and I was not advised of these 'extras' at any time, nor can I find any details on the Orange website!

I thought the TalkTalk/Tiscali Customer service was bad enough, but their call centre staff appear to enjoy playing games with their callers rather that quickly resolving problems.

Guess who is leaving Orange in 18 months time when the 'contract' is up?

OP i know how you feel about this. I would be pleased if i was given something i WANTED for free or even had to pay a small amount for something i asked for, but to be given things you do not even want, regardless of cost, is just poor customer service. Little tip, threaten to cancel and you'll get through to cancellations and as long as you state you will leave if they do not fix it you will find things get done quicker.

I think Orange must use different customer services teams for their bb and landline as i have never had a problem with their staff whenever calling about my mobile.


We're not all bad, are we?

Hi there!

If you are unhappy with Orange email the CEO:

Tom.Alexander@orange.co.uk

You have nothing to lose if you are polite and state the facts.

Brooke Bond

Hi chinchin,

Sorry to read of your problems. I work for Orange and may be able to help.

If you can email your landline number/broadband account number and best contact number to customer.services@orange.co.uk, I'll give you a ring to discuss.

So I can pick up your mail quickly, please add 'Jonathan Orange Response' in the first line.

Hope this helps

Jonathan
Orange Response Team

Thanks for the link. I will be using this for my own problems with Orange.

We haven't been able to access our broadband for a month now. Four routers, hundreds of hours on the phone, new filters and numerous tests later they have now closed the fault (without resolving it) and we have to start again.

Quite simply, in my opinion the most frustrating and inept company I have ever had the misfortune of having to deal with.

Forget Orange and Everything Everywhere, they offer bad service and mislead us!

Do not use Orange for iphone in London, the 3G service is just as bad as what you are experiencing with your Orange home services.

Orange have also been told to take down there ads claiming they are the biggest 3G network, they are not, 3 are!

Been on Sky BB for a couple of years now but had Orange before then. Not surprised to see they're still crap tbh.

I wonder if Everything Everywhere is gonna keep this service?

And I don't know how they are going to merge Orange home services with T-Mobile if they are going to keep the seperate brands.

I think they should use the One2one brand again since they probably still own the rights to do so!

I think it is best they off load Orange Home to someone else and eventually merge T-Mobile and Orange into one brand and start again with that new brand.

This is why I don't like long contracts, if the service is poor you're stuck unless you pay off the contract.

It depends how poor, if a company continually fail to provide a reasonable level of service you can walk away.

As above poster, if they aren't providing the service you are paying for, they can't hold you to contract.

Yes you may walk but the process is made complicated and they will make it hard because remember they won't get off your BT line unless they tell BT otherwise, so when you want a new broadband provider, it will say broadband from someone else is already active your line.

The best thing to do is make an official complaint to Orange or even Everything Everywhere and if not resolved, ask them for a deadlock letter and take it to an Obundsman such as OTELLO or who ever Orange use. If however they are unable get a reference number from them and contact Ofcom on 020-7981-3040 and explain your situation.

However I would still complain to Ofcom first instance because they make a note of it and it makes Orange look bad and can lead to an investigation, also Ofcom will give you a reference number for your complaint and when you do contact Orange,make sure they see that Ofcom Reference number, Orange will get frightened and do something about your problem,it works everytime.

Or if you have a monthly contract with someone you just give 30 days notice.


I also think that if it's a monthly contract they try harder to give good service as they know you can walk away easily.


That's why BT want to tie you into 12 months or 18 months because they know their customer service is terrible so they want to lock you in.