I am absolutly appalled at the lack of customer care service.I lost my second lie 12 days ago and despite making numerous calls onth 0845 number,about 7 emails and a letter to the head office the line is still not working.IEverone i speak to gives me a differnt ancwer and I have now had to cancel my direct debit in the hopes that someone will do something Right now I would not recommend orange to anyone

Posted by Phil Hughes on the 18th June 2008

I myself as with most people on here have been having problems with Orange but I managed to get my 18 months contract with them cancelled after 8 months and had 2 months worth of charges refunded without so much as a fight. I am now with a new provider and I didn't even request the MAC code either. All I did was write to the customer service dept copying the letter to their head office here in the UK detailing the problems I have been having. We had the 2 mg starter pack which we got with a free laptop but we kept experiencing the network dropping off especially in the evenings. But since the beginning of march we weren't getting any connection at all and after a few weeks we called customer support who referred us to tech support. I called them on their premium rate number a couple of few times but with no success then I decided to write. In the letter I told them I refuse to call tech support again and that I shouldn't have fork out money on top of my subscription to ensure that they provide me with the service they are contracted to provide. I told them to sort the connection problems out or terminate my contract. They phoned up after a few days asking us what we wanted to do so I told them cancel. They said ok and that the line would be free in 10 days. We are now with AOL. So it isn't impossible to get out of their contract. You can also try reporting them through this organisation:
http://www.ispa.org.uk/cgi-bin/complaints.cgi

These crooks don't even desserve a star. Don't waste your money contacting tech support. It's just another way of making money for them and they don't help you. Tech Support should only be referred to if you have problems setting up your internet - not for connection problems when it is down to orange to ensure that network is actually broadcasting a signal. Hope this encourages someone anyway. But best advice is to avoid Orange in the first place.

Posted by Henry on the 28th May 2008

I hate Orange! They are fine until you have a problem because their customer service is the worst I have ever encountered. They say whatever they can to get you off the phone or keep you on the line wasting your phone bill telling you useless information and not listening properly to what the problem is. I would advise anyone to not bother with Orange broadband and it has been a nightmare to switch from them. The only way to get a response from them was to report them to offcom. They don't even deserve one star.

Posted by Angry Gurtrude on the 16th April 2008

Had a couple of teething problems, after ironing these out I have been satisfied with the deal. Second line gives clear speech reception from others, although the transmission is occasionally poor to third parties. The cause is likely to be the difference in upload and download speed connections.
Live box is a clever piece of kit, well thought out, very secure wireless connection.

Posted by paul k on the 13th April 2008

What a bunch of liars these people are. I have been having connection problems for 2 months. Each time they say they have escalated then the engineers pass it back and close the fault. I have had more escalations than hot dinners. But they still don't fix the issue. They wont replace the live box. Now I am writing to there customer services. Hopefully they speak and understand more English than those people in India.

Posted by Dr_c on the 12th March 2008

In the last month we have been connected to the internet about two hours total. The livebox is driving us nuts with many useless calls to India, the second phone line is dead and it seems no one at orange has a clue or know that the service is bad and are just going through the motions to fob us off. Don't touch orange with a barge pole or you will regret it for sure.

Posted by r.grainger on the 12th March 2008

Absolutely agree with above comments. My Orange broadband gone to death since 12 December 2007; after 50 useless calls to customer service (call back in half in hour, call back in 24 hours, 48, 2 days, 5 days, 10 days we will call you back etc.) on 14 January I finally got my MAC code from them, I've been told that my contract is canceled, but amazingly they still took monthly charges from my account. By the way my BT phone bill flied to £150 pound, also today I found in my post box a green bag and letter from Orange asking to send them back Livebox. Stay away from this company as far as possible.

Posted by S. Dashdondove on the 8th March 2008

I have been with orange mobile for 9 months and 4 months with unlimited 8mb broadband... I watch and download music and movies.. After 3 months I receive a letter from orange that my usage of broadband in 1 month has effected the FAIR USAGE policy! and they cut my speed of 8mb to 0.4mb (half of 1mb). I have been with telewest (now virgin media) and aol; I never had any complaints. I didn't even know that I was violating the fair usage policy. ORANGE fair usage policy clearly says that they will inform me if fair usage policy is breached and suggest how to avoid it. If I don't obey they will warn me.
BUT what orange did - NO WARNING NO SUGGESTION. They sent me a notice saying my 8 mb speed is cut to 0.5mb for 3 months which is totally unacceptable. A simple warning would've been enough. Tried to contact orange broadband team they say the reduction of speed is only at peak hours from 6pm to midnight, but it's been 20 days!!!!! I'm receiving 0.5mb all day. It's just like using dial-up. Called orange broadband team again and again still same bla bla. The fact of the matter is ORANGE have NOT followed the fair usage policy by informing me that I am breaching the stupid LAW... I wish I never left virgin media. I'm going mad. I want out!!!!!!!!! I have sent the customer care team a letter regarding this... still no reply, let's see what happens.

Posted by khalid on the 2nd March 2008

Never ever go anywhere near Orange Broadband... Shocking technical and customer service!
Having returned from holiday to find that my livebox has decided to no longer allow me to connect to the wireless internet securely and that my internet telephone has stopped working, I had to call the technical support team.
What can I say? The technical team have been worse than useless and I'm sure cost me a small fortune in telephone calls. People with about as much knowledge as Mr Potato Head, who keep you hanging on the end of the telephone line to come back and inform me that it's my computer and not their modem!! After further calls back, I have been promised two call backs and surprise, surprise received neither of these call backs!
I will be leaving Orange as soon as I can, so please for your own sanity stay well clear of this truly shocking service.

Posted by David Bond on the 29th February 2008

Do NOT go near this company. EVER.

After 8 months of uninterrupted service from Orange Broadband I returned home one night to find no dial tone. I work in IT so did all the normal stuff but to no avail. Rang technical services who told me to do everything again. I did, it didn't work so they arranged for a line test. Fine. However, 20 days, five positive line tests, 26 support calls (50p a minute), a £130 phone bill later orange still have not sorted the issue. My contract states that I can not cancel they have 30 days to 'fix' the service unless a technical supervisor signs it off. Was there a technical supervisor available? 'No, we'll call you back later'. No call. I've been promised at least seven calls from Orange and have not received one. No one takes ownership or responsibility and the technical support (third party in India) will not admit they are defeated and just keep fobbing you off (I don't know if it is cultural or as they are a third party will get penalised by Orange, either way not a good business model). The only way I found to get a response from Orange was to write a letter. Apparently and engineer is coming out to test everything. If this happens and they fix it it'll be a miracle. I am not holding my breath. Even if they do fix it as soon as my contract is up I am leaving. CONCLUSION - please, please for your own sanity do not go near this company they have absolutely no respect for their customers. I really hope their MD / COE / COO is reading this and they sort their support and customer services model out. Appalling.

Posted by J. Dawson on the 28th February 2008

I wish I had found this before I took on Orange Broadband! I have been a contact mobile customer with Orange for almost 10 years. A month ago I bought a lap-top and signed up with Orange for the home Broadband. I'm still waiting to be connected to the internet. The username and password that was set up when I registered aren't recognised when I am setting up my installation to get connected to the internet. I have had numerous long, complicated and ultimately frustrating phonecalls with Orange customer services - the staff of which seem not to be able to speak or understand English. When told the problem I am experiencing the staff have, without fail, confirmed my username and password to me. When I explain (again) that I know my username and password but that the system isn't recognising it, they (again) tell me what my username and password is. Orange technical support is equally as bad and I am no closer to being able to use the broadband service which I am paying for. Anyone have any suggestions as to what I should do next?

Posted by Claire on the 25th February 2008

I have had the same problems. I've been with orange for a while then my net got cut off. They say something is wrong with the line and just say the same stuff. I always phone them, wait 48 hours, then they say other people are looking at it, wait 5 days. It's now been 3weeks! and they still say the same thing.

Posted by claire woollard on the 18th February 2008

I had Orange Broadband (unlimited) for a few months until they started blocking the SMTP port to force users onto their own E-mail service. This made their broadband service useless for work. Of course they hadn't bothered to inform their customers of the change in service conditions. When contacted their technical support, they insisted on running through their line checks, modem checks for something which was blatantly an infrastructure matter. I complained and eventually got in contact with a supervisor/manager who agreed to refund half of the £50 contract termination fee. When I continued complaining that I'd spent close to £50 on their national rate number trying to get to speak to a manager, he agreed (or so I thought) to waive the entire fee. I subsequently changed to Be and have since been entirely free from problems.

3 (yes, THREE) months later, I received a letter from Orange stating that they had closed my account and that I owed them £25. Basically, the manager lied when he said he'd waive the whole termination fee. I wrote a reply to the demand explaining all this. I may as well not have bothered. Not only do their technical support know absolutely nothing but it would appear that customer services can't read and understand a letter written in clear English.

I can't wait for the contract on our Orange phones to expire. They will never get any of my custom ever again.

As for Sky Broadband... they could never get their act together to connect us.

Posted by Keith Halewood on the 8th February 2008

Getting rid of Orange is a million times harder than even getting a connection. After being told that I had no connection because my wireless adapter was broken (when it wasn't - it was just easier for them to palm me off on Belkin) I was told that they wouldn't help me unless I bought a new router. I told them to cancel my contract - was charged a £192 cancellation fee (a cheap price to pay to get rid of them), two months later the £192 has not been taken from my account but they're still charging me my monthly direct debit. Useless. Do not touch Orange with a 10ft barge pole.

Posted by G Whitworth on the 4th February 2008

I too have been having orange problems. I am on home max, so I don't have to pay BT line rental (1 good thing??) My problems:
1. I moved 6 months ago, it took orange/bt 3 months to get my line connected. I then changed to home max!
2. Now when people ring my landline (if it works, which it does normally; at the moment, no landline but do have broadband???) it interrupts my broadband connection. Only a flicker, but the livebox then has to reset itself. GREAT!!
3. My broadband at the moment will not allow me to retrieve my emails although I seem to be able to go most other places?
4. I have no voip line and so get charged at the normal rate on my bt line.
After spending probably £30 in the last month it is becoming very very frustrating and expensive. Am I not paying enough for poor service that I have to pay even more for poor customer service.
I have no other choice now but to cancel my direct debit with them and wait for them to contact me. Telling them that I will charge them £12 for each letter and 8p for every minute on the phone to them until these problems are resolved. Half the problem is the lovely people who speak very politely but don't have a clue what they are talking about, except what the screen says. Sorry to moan so much, but hey, that's what you're here for. P.S. In their defence, before i moved I had nearly a year of uninterrupted phone and broadband, even if it was a bit slow at times.

Posted by Christopher Hurn on the 26th January 2008

Orange support have two rules.
1. The customer is at fault
2. When Orange is at fault, rule 2 applies.
My internet connection kept on dropping and then fell down for 2 weeks during which time, every time I rang they went through the same script of blaming my wireless modem. Eventually they escalated the problem after about 5 calls, and I have internet back which still drops frequently. Learn the SOS alphabet, you will need it, only 20% of the time have I been able to have a normal conversation. I hope the connection stays up long enough for me to finish this.

Posted by Daniel Prior on the 25th January 2008

Are all of you still experiencing no broadband connectivity? Have you thought of trying Satellite Broadband?

Posted by Steve Nash on the 24th January 2008

Had two phones with orange on one contract and told could use my tariff to call abroad using the given special number. One bill sent for both phones. Then got charged for calling abroad at full rate. No breakdown of bills sent so had to get PC access to check high bills. Told unable to use the international number so contract cancelled. Then found out when next bill came in that only one phone was cancelled and kept getting billed for the other one. Eventually told not able to cancel as not used for calls abroad, which was untrue but when I pointed this out told I was out of time in making a claim for cancellation. At no time did I receive any correspondence about these changes or in reply to any of my letters when I cancelled. Only response is a debt collection agency who unlike Orange seem to phone every day and do reply to letter.

Posted by Anna Holstein on the 22nd January 2008

I have free broadband with orange but they keep charging me 5 pound for late payment fees. Iknow what you think, no I did not make a mistake because they also tell me it's free but I had a chat for 20 mins to someone, the chat went like this... Malc: "You charge me 5 pound." Orange: "This is a late payment fee." Malc: "But it's free." Orange: "But it's a late payment." This went on for 20 min till I gave up. Anyone can understand Orange cos I don't.

Posted by Malcolm J on the 18th January 2008

My Orange broadband connection stopped working on Boxing Day. Both my router and the modem indicated that there was no ADSL signal on the line. I phoned Orange technical support several times. To their credit, they answered the phone immediately (no 20 minute wait like you get with some call centres) and did their best to be helpful. They went through the various things which could be wrong with my equipment (modem settings etc.) and concluded that the problem had to be with the line itself.
And this is where the problem started. They attempted on several occasions to run a line test, but the results were inconclusive. They said that they would refer the problem to Orange engineers, that problems like this typically took 5 days to sort, and that someone would e-mail or text me within 48 hours. No e-mail, no text; five days passed, then 10, and still no sign of a restored service.
I asked Orange for a MAC so that I could switch to another ISP. Legally, they are required to provide a MAC within 5 working days, but failed to do so. So I cancelled my contract with Orange and signed up with Virgin. Hopefully tomorrow, I will get my internet back.
Orange initially tried to charge me for a 30 days notice period when I cancelled, but subsequently backed down and indeed refunded my charges for the period of downtime. Two people telephoned from their contract terminations department, and were helpful and sympathetic. But it was too late by then - I was committed to a new ISP. My experience is that the key Orange weakness is that they simply do not have the systems (or perhaps the engineers) to identify and fix problems on their network in a timely way. Their call centre staff, in India and this country, do their best, but this is of little help if the systems actually to fix problems do not work properly.

Posted by Peter Carter on the 17th January 2008

Do not use orange bb: no connection, no service, no use, especially 'free' service with phone as doesn't even fall under normal ISP code of conduct despite paying £35 month. Can't wait to escape if I can get my MAC from them! Seem to be so many good ISP's out there that would be madness to join the generally acknowledged worst ISP provider.

Posted by Robert Gilmore on the 19th December 2007

This has veen a disaster from day one... A guy came from the company who orange advertise for £70.00 they will set it up for you... put your feet up etc. He hadn't a clue what he was doing. I have never had an internet connection for more than a couple of hours... since October 15th I have made almost daily calls to Technical support for a reset and it works for two hours and then goes again. It is always my fault... my filters, my this, my that... They cut one off for five days to check the BT line... it is unbelievable... a total farce. I WANT OUT... it is making me ill.... a disaster.

Posted by Mrs K M Watt-smith on the 15th December 2007

Sent this to orange:
I am getting rather annoyed at receiving letters demanding cash that I do not owe. I have now received a threat of legal action demanding an outstanding balance of £202.98 which I do not owe. I find the threat of strong-arm legal action rather distressing even if it is the result of incompetence within your organisation and no fault, error or omission of my own.

A very long time ago I signed up for Orange Broadband. Orange completely failed to actually provide me with any broadband coverage. Orange recognised their abject failure to to provide me with the services stipulated in the contract and their obvious breach of said contract (basis of breach: failure to provide services). Orange therefore agreed to refund my subscriptions and I returned the completely useless hardware. Orange agreed that as no services were provided that the contract would be cancelled ab-initio with no cost to me. My subscriptions were refunded. There is no contract. Ergo, there is no cancellation charge. To ask me to pay for your failures is just pathetic.

I can only assume that the billings section of Orange Broadband is completely incompetent. After some time on the phone to the call centre last night I can only assume that the lack of care shown by the call centre operation is a match for the incompetence of the billings section.
I was informed by the call centre that the invoice is for cancellation of subscription and the invoice cannot be cancelled so has to be paid. As someone who raises invoices through work I know full well that invoices can be cancelled and that therefore your call centre operators statement is nothing short of a downright lie. Does anybody in the call centre have any level of knowledge or competence?

The suggestion by your call centre that I should pay a cancellation charge for a contract that was breached by Orange and agreed to be cancelled from the start is nothing short of farcical organisational incompetence. Having been an Orange mobile user for over 10 years I am somewhat distressed to be the victim of such organisational failure. I look forward to your immediate apology and confirmation (AGAIN) that the contract was cancelled ab-initio with NO financial liability attached to me.

Got the reply:

Hello Marcus,

Thank you for your email.
We understand your concern and apologise for the inconvenience caused.
We have checked our records and can see that your Orange broadband account has been cancelled. There is an outstanding balance of £202.880.
We advise you to follow the link below for help to pay the outstanding balance on account.

Replied back:

Well done for "checking your records". Your records are wrong.
1. Your call centre has "promised" to call me back twice and has failed to do so on each occasion.
2. Their incompetence is as disappointing as your response below.
3. Your call centre tells me of a contract incepting in July 2007. I have never at any point agreed to a contract in July 2007.
4. If you believe there is one please provide evidence.
5. You have not addressed any of the points I have raised.
(a) I do not owe any money.
(b) I do not have an account.
(c) I do not have any financial liability for breach of contract by YOUR ORGANISATION for FAILURE TO PROVIDE A SERVICE.
Do you actually understand this?
6. The account was cancelled from inception and my subscriptions were refunded. NO LIABILITY ATTACHES TO ME for FAILURE OF YOUR ORGANISATION.
7. As you clearly either do not understand or do not care about the basic principles of law of contract in England, can you please immediately:
(i). Refer my letter to your management (copy below)
(ii). Give me the CONTACT FULL NAME and ADDRESS of your COMPLAINTS organisation to allow me to escalate this issue to the point where I can actually find somebody who cares and has the authority to stop this ridiculous threat of legal action.
8. Your response is nothing short of pathetic. It demonstrates purely that you have no knowledge of the contract in question, no knowledge of law of contract in England and Wales and does not answer a single point raised.
9. The account was cancelled through BREACH OF CONTRACT by ORANGE.
10. Under LAW I have NO LIABILITY for breach of contract committed by ORANGE
11. Cancel the invoice immediately.

Marcus

Posted by Marcus on the 14th December 2007

Orange are a joke. DO NOT USE THEM. I have been without internet access now for a month. Every time I call they tell me to wait a further 5 days. I was told to ring them today to check that they had sent the fault through to BT and then ring one of their advisers tomorrow to rectify the problem. The technical dept told me today that they have no facility to contact BT (Orange mustn't be able to get their own phones working!!), I gave them the extension number I am supposed to call tomorrow and they told me it doesn't exist!!!

They are a disgrace. If my broadband service is not back on by Monday then they are in for a shock. I will be blockading their Bristol depot until they get me arrested. Watch this space!!!!!!!

Posted by Dave Hayes on the 13th December 2007

I can only agree with the comments above. I too have made numerous phone calls to both Orange Technical Support and Customer Support and still have no broadband. It has worked once in several months. An engineer came and diagnosed the problem and several weeks later still nothing has been done to rectify the problem. I have spent an absolute fortune in premium rate phone calls, each call being an exercise in futility as you are continually advised to wait 5 days and nothing happens. Do NOT touch Orange for broadband services unless you would like a nervous breakdown. I am very close!

Posted by Victoria Crisp on the 3rd December 2007

I've had orange broadband internet for the last 5 months, I'm on contract with them. One year since I signed contract with them they have stopped my internet five times. First four times was only for few days (2 or 3 days) but since last month I haven't had internet connection for 29 days. It is so frustrating. I've been calling customer care 50 times and technical support only to be told to wait and to call them in 5 working days. It is a scandal. Whenever I call a different person answers the phone and they say that it's bt fault but it is not true and I will probably cancel my contract with them and I will also go to a solicitor. I will advise any future customers to think twice before they sign with orange. They don't care about us customers, it is scandalous.

Posted by Jovo on the 21st November 2007

Without doubt Orange is the worst internet provider. Orange took over from Wanadoo who was the original provider. I never had a single problem with Wanadoo. As soon as Orange took over the problems started.
1. Hours and sometimes days of no service.
2. Timing out all the time.
3. 50% of the time, the broadband delivery was even slower than dial up.
4. Useless help line with operators who were expert at saying the word 'sorry'.

My main trouble started in early October 2007 when the service failed completely. It took six weeks of inactivity by the Orange helpline that made me realise I had no choice but to cancel my account with them. Then they said I would be charged for a late payment! What, a late payment for a service I wasn't getting? All the time they were still billing me through a Direct Debit. They owe me at least six weeks which I know I have no chance of getting. I am not going to pay them for the late charge of course. In fact I hope they take me to court because I will drag it out so much that it will cost them thousands in legal fees. After it is over, I will start court action to recover (at at least £100 a day) my own lost revenue. I only rated Orange as one star because there was no option for no stars.

Posted by Stephen Tabin on the 18th November 2007

Where do I start with this? We have had 4 days service from orange in nearly 4 weeks. Firstly I would just like to say to you all if you have had no service what so ever in four weeks then you do have the right to cancel your contract with orange I was told this by offcom so please guys check your contracts. Offcom and trading standards advised me to write a letter of complaint sent recorded delivery but they told me that the letter should start by saying, this matter is to be treated as a formal compliant as outlined in your codes of practice and you must also put in a dead line date for them to reply to any questions in the letter. If orange don't reply by the dead line then trading standards will take on the matter on your behalf.
Every one should write a letter because they will just keep getting away with treating people like this. Also can I just ask a question, is any one having the problem where the inventell page just keeps telling you ppp server down? As that's all I keep getting. Thanks for reading.

Posted by Kelly And Dave on the 17th November 2007

I joined orange on Nov 7th this year, and that's when the trouble started; I have had no phone now for 8 days, either my normal landline or through my livebox. I have made countless calls (from my neighbours) trying to sort this have been shoved from pillar to post, given God knows how many excuses, and today because I asked to speak to someone who could deal with mt problem, had the phone slammed down on me. Orange customer service is rubbish, when I said I was going to cancel I was told I would have to pay £445. Why should I pay? They have broken the contract not me, I am seeking legal advice tomorrow.

Posted by Mr R M Thomas on the 15th November 2007

My Orange broadband fell over on June 28, 2007 and, despite £42 worth of phone calls to their technical team, was never resurrected. I asked for a MAC code and switched to a proper supplier. Orange then sent me some prepaid bags to send their equipment back and, some three months later, sent a demand for an outstanding balance 'or we'll have to take you to court'. Looking forward to it !!

Posted by Brian Bentley on the 14th November 2007

Asked for a MAC code, received it two days later. Now wishing I'd stayed after joining Post Office broadband.

Posted by Alastair Graham on the 11th November 2007

We moved house in March this year, getting Orange to move the broadband was in itself a disaster. It took ages and once it was finally connected the service was poor. We would lose connection all the time and sometimes have no broadband for days at a time. Each call to technical support was met with the same inept responses mentioned in many of the complaints on this blog. The 10 days wait seems to be the favourite (most probably just to get you off the line and get the operators call stats up). The fact that it would work and then randomly disconnect and stay disconnected for days was certainly a problem with the line. Router resets, which their rather useless technical support seem to think is the solution to all the problems never worked.
I have worked in IT Support and for over 10 years and can tell when a router is faulty, just looking at the admin screen should be enough, but a mention of this to the support person is met with a very dull response. Finally after 8 months of awful service, the last 2 months we have had no connection whatsoever we have had no choice but to cancel. We were told it would take 10 days to cancel but after a month its still not done and the Orange markers are still on our line. They are in fact blocking our line from getting connected by another ISP. They will also not give us our MAC code as they say the account is closed so we cant have it ... DUH, obviously its closed, that’s why we require the code!! Speaking to supervisors and or managers in customer service has got us nowhere. We have made so many calls its unbelievable and even written a letter to their support office and still we are no nearer a solution.
It seems getting rid of Orange is even harder than getting on their Internet service. At this rate we might as well just move house!

Posted by Craig Parker on the 6th November 2007

Absolutely agree with all the complaints above. Orange customer support is abysmal, broadband is ok when you make no changes but if you move home, as I have, re-connection is a disgrace. Customer service and tech support have no communication, they all pass the buck or tell you to call back in 10 days. Tech support don't email you as you were told, and I've been cut off from India 4-5 times, although they are far more polite than one particular English rep, who was downright rude when I complained that I'm still paying for a service I don't have. I'll be cancelling as soon as my contract is up.

Posted by Nina Cullinane on the 22nd October 2007

Here is the content of the complaint letter to Orange.

I am your customer for Internet Broadband connection and writing to you out of shear frustration and despair about the quality of Technical and Customer Service Support I am receiving from Orange. Please help me with my connection issues.

I registered for Orange Unlimited internet Broadband on 2 Dec. 2006 and was connected about 20 June 2007 and never had the broadband connection working ever since. I mean it has never ever worked.

I have made many many telephone calls to your Customer Service and Technical Service teams ever since with absolute no joy or meaningful support. I am a very patient and reasonable man and happy with someone telling me what the problem is and what you are doing to solve it and approximately how long it will take to get the line operational again. However after numerous calls and hours of sitting down and put on hold on the phone I still don’t the answer to the above questions. I have made more that 60-70 calls and logged it every time and date and the result of conversation I had with your team which will be available on your request. I am very tired to being told "wait for another 24 hours", then another 5 days, then another 15 days then another… After 5 months of that it gets a bit frustrating. (...)
Summary of some of the issues I faced:
• Never get to talk to same person on your support team twice which makes it hugely frustrating as you have to tell them the story again from the beginning every time I called. (I know you supposed to log the history but in practice it hasn’t worked for you). ASSIGN ONE SUPPORT CONTACT TO ONE CUSTOMER UNTIL PROBLEM IS RESOLVED. Yes it is possible. Dell is doing it to great effect. This makes at least 80% improvement in your support. Ask for help if you don't know how!!
• Support team make promises but they rarely fulfill them and there is no way to get back to that person again;
• They never put anything in writing so when you talk to next person they denied that this could have ever happened!!! Very annoying;
• Most of the time they don’t have the relevant knowledge to provide proper answer and they refuse to put you through to someone with the authority to answer the question properly. Very frustrating!!
• Technical Support passes your customers to Customer Service and Customer Service to Technical Support and they refuse to talk to each other. On 6 Sep. 07 when I called Tech. Support for follow up my account, after a long time of wrangling managed to get transferred to the Supervisor in charge (Called himself Sam Smith) who told me there isn’t anything else that Tech. Support can do regarding this account and you have to refer to Cust. Support for further advice. When I called Cust. Support on 11 Sep. they refused to help me and said I have to call Tech. Support. Do you understand the depth of your problems?!!
• Big mistake taking your support dept. to India. No disrespect to Indians but service was better out of your Middlesbrough office!
• I was being charged for Service that you never provided and had to push really hard to stop that!!

(...) I will be publishing this letter and also will be talking to Offcom on this. This problem could have been resolved much more amicably if your Customer Support representatives would have let me talk to someone in authority when I tried to do so in numerous occasions. Like I mentioned above, you are my last call and this is out of despair.

Thank you.

Your not so happy customer.

Posted by Jaz Dorcheh on the 18th October 2007

I've read the above discussion and can't help but feel a victim of the same issues as mentioned above. We signed up with Orange Broadband in August - only had it a couple of weeks and there is now some sort of ADSL fault on the line. After numerous line tests, modem resets and connection/wiring tests, still no resolve to the problem. We are locked in an 18 month contract and they want 350 quid from me to exit out. Does anyone know how to exit out based on poor service and not offering the goods they promise when you sign up? Please help...

Posted by Pradeep Jethwa on the 15th October 2007

Very poor service, can never get a solid connection. Installation CD requires flash plug in to work however the new flash player is not supported with the CD. Loads of interference on my home line. All in all a very poor internet service. I would strongly avoid.

Posted by Harjeet Singh on the 14th October 2007

Absolutely appalling "service" for Orange Broadband. After getting squeezed out of the appalling dial-up service, decided we should perhaps move with the times and go onto broadband, signed up with Orange, got the so-called easy to load CD with the modem, and have tried EVERYTHING, including ringing up the so-called helpdesk at Orange. Obvious the people on the helpdesk have no idea whatsoever, and are reading stock answers off a crib sheet. Website no good. Have followed absolutely everything I can. Doing this for disabled brother, neither of us mentally retarded, but a fortnight down the line, this is really too much to have to deal with. Will be very shortly cancelling direct debit and forget about connecting up to the internet altogether (and in absolute emergencies will resort to internet cafes). Not worth all this aggravation, and can put the money to better use.

Posted by Marian Rook on the 10th October 2007

Customer service is appalling. Broadband been down for 3 weeks. I've telephoned their call centre abroad 12 times. On 4 occasions I have been informed that they will contact us! Zero response. Problem with 'exchange' and fault escalated. DO NOT GO WITH ORANGE BROADBAND.

Posted by Mike on the 5th October 2007

I am deeply unimpressed with Orange so far. We signed up for unlimited broad band on the 1st Sept and are still waiting for "escalation" (whatever that is) to authorise the second line - which is the main reason we selected Orange. Their help lines are diabolical, they keep no records of previous calls, and ALL the promises of "2 days", "5 days", and "10 days" are bull.

We are stuck in a contract but I would strongly advise other potential customers to run a mile from this company. If only they had the sense to get their senior management to actually try to set up and run their own accounts with the company, I am sure something would be done to improve the situation. As it is, they probably just count the cash they are making from frustrated sucker-customers phoning their help lines. So far, I rate the company 1 out of 10.

Posted by K Rooney on the 3rd October 2007

I was previously a Freeserve customer, then a Wanadoo broadband customer & never had a problem. Since the switch to Orange the connection speeds have been up & down like a yo-yo, plus multiple disconnections. 8mps? Don't make me laugh! As I write this things are OK & my download speed is a little over 3mps (I'll be happy if it stays that way!) & upload is 243kbps.

I would switch provider but there are nightmare stories about blocked broadband by Orange etc, I can only hope that things will improve.

Posted by Mike Swift on the 1st October 2007

In my opinion, Orange Broadband has abysmally low standards of customer service. Here's my tale of woe: My Broadband contract expired with Orange in early August 2007. I wasn't able to use the MAC code they'd supplied to transfer because I was away on business. When I got back they coudn't provide another one, but they did "helpfully" put a "tag" on my phone line, which effectively blocks any other ISP from giving me broadband until it's removed. As a result, I can't get a new ISP until Orange stops blocking my phone line. The new ISP would like to help, but its hands are tied until Orange gets its act together. This has been going on for weeks and I'm becoming increasingly frustrated. As at 27th September 2007 I have phoned their call-centre (based in India) 5 times asking them to remove the tag from my line and received the usual "in 10 days time" routine. I have sent 3 emails asking them to stop blocking my line and each time received standard replies instructing me to phone their call-centre. I have even sent a snail-mail letter to Orange's customer service dept in Rotherham (Yorkshire). End result? I have now been without broadband for 6 weeks, and it's entirely due to Orange's incompetence and indifference. Basically, I'm disgusted and would advise people to avoid Orange like the plague, particular if they need internet access to make a living, as I do. Suffice to say I'm typing this post at a neighbour's house. He'd allow me to connect to his wireless network, but unfortunately he's too far away for that to work. My advice is to think twice before choosing Orange as your ISP.

Posted by Pete North on the 27th September 2007

Be careful with Orange Broadband, they are good with false advertising and breaking their own fair usage policy. They sent a letter out to a friend of mine and it was supposed to be the 2nd letter they sent out but the first one he received, threatening him that his account is suspended on 28th September due to 2 months running going over a bandwidth quote and the fair use policy, even though when he signed up it never mentioned any of the sort. Also, in their policy it is mentioned that will contact you 2 or more times to sort out any problems with bandwidth and then the account will be suspended; they ignored all that and decided to cut him off instead. And he spoke to 4 people in total to sort this out. Last night he spoke to a Chris and it seemed that he didn't want my friend to get disconnected and said he would do something to stop it being suspended. My friend called again today and the logs from last night does not exist, 2nd person kept saying sorry and wasn't helpful and hang up on my friend. The rest were not interested and couldn't help. Please be careful, they are not loyal to Orange customers.

Posted by Kevin Lea on the 27th September 2007

I am now disgusted at the customer service I have received relating to my Talk phone. As I have explained on many occasions, that since the power cut after the thunder storms of the 22nd June 2007 my Talk phone has not worked.

• I phoned on the 6th July 2007


• I phoned on the 17th July 2007


• I phoned on the 24th July 2007


• I phoned on the 1st August 2007


• I phoned on the 13th August 2007


• I wrote a letter on the 13/08/07


• I phoned today and I was again told that it had elevated to another department.

This means nothing!!!!! I have been told this every time.

It has now been 3 months that I have been paying for a service I have not received. They offered me one month free broadband (£5) I accepted but it's really an insult!

This is one of the incentives made me choose Orange and change my mobiles from Vodafone.

I am sending a copy of this to BBC Watchdog and the Web

Posted by Allan Ward on the 19th September 2007

It seems like Orange really do live up to what everyone says. We've been on their Internet service since they were Wanadoo, and Wanadoo were great. Since Orange took over we've had constant disconnections, very poor speeds - 82kbps is the record highest speed for this week! Constant phone calls and line tests later and we're switching.

The support was awful and I would certainly not recommend them at all. We're moving to Eclipse broadband.

Posted by Adam Bradford on the 15th September 2007

Orange really are very, very poor. I had been with Freeserve, then Wanadoo for several years before we were transferred to Orange. I was also an Orange Mobile user and when THEY sent me an advert about free broadband with mobile phone contract, I rang the same day and asked to sign up.

THEY HAD NO IDEA what they were doing. They didn't know what the deal was about, and the 'computer systems were not set up for it'.

After several more attempts to get for free something that, to my mind, was already set up in my front room, they eventually assured me it was all complete. Then for several months they charged me £4 for a free service. They had been charging me £21.99 for a service they were currently offering for £17.99, hence a remaining 4 quid. Nightmare.

I have never managed to make a call via my live box. I have given up trying, it simply doesn't work.

Today I lost my mobile phone. I have been with Orange since 1999 - loyal or what? And guess what? They wanted £30 upfront to replace my phone, and compulsory membership of their insurance scheme. The insurance deptartment said you can cancel after a month, complaints help desk says no it's a 12 month contract. Grrrr.

But I have a horrible feeling that getting rid of them the minute my contract expires in 5 months time, will be the moment my broadband falls over, and they won't be helpful in getting it moved elsewhere.

Posted by Sarah Brown on the 6th September 2007

Orange is THE WORST ISP to exist. We've had no broadband for nearly 2 months. All they tell you is to do a line test, call back in 48 hours, etc. They don't understand a word you're saying! We've spoke to the highest supervisor. ' We recommend resetting the livebox.' We are still waiting for a call back regarding our MAC Code to switch - I'll not get my hopes up just yet... remember - the future's bright!

Posted by Adz07 on the 3rd September 2007

Orange Broadband is by far the worst internet service I have ever had the misfortune to come into contact with.

After being on Freeserve for several years I got an Orange contract phone and, with it, was offered free internet. Thinking this was a good money saving idea I took their offer and as promised I received my full internet package within 2 weeks.

I set it all up on one PC and attempted to network 2 PCs wirelessly to it, something which I had managed without a problem on my previous internet package. I installed the software on the second PC and it took me 2 days to get the wireless network running - 48 hours to do something that could have been done in 10 minutes!

After doing this and feeling a sense of pride that I had conquered the beast known as Orange Broadband I was working when I lost my wireless connection. I reconnected only to lose it again, 3 times in a minute it went and came back.

I spend a ot of time on my computer - chatting, working and gaming - so of course to be impeded by a disconnect every 2 minutes is a nightmare, and to make it worse every time my internet disconnects my USB mouse for some strange reason also disconnects.

A word of warning stay well clear of Orange Broadband and while you're at it don't use the mobile phone service as it is impossible to get a signal in most places.

Posted by Allan Thomson on the 1st September 2007

My Orange Broadband was working great until I lost my wireless connection. I phoned yesterday 27Aug to report I was instructed to reset my livebox, connect cables etc but status was PPP server down, I tried this process again 3x and decided to call again! still the same process with no avail until a new word LINE TEST was mentioned - wow what a reprieved except that I have to cal back after 24 hrs... ok let's give this a try. Today the 28Aug I called and was told the LINE TEST results showed no problem... Ye hey! Finally some change but before I can celebrate I was asked to perform the reset process over again and the result... ppp server down now I'm angry, why? because the girl in the end of the line wants to perform another line test... a perfect escape... I told her I'm a telecoms engineer with Tmobile and I design microwave radios and fiber optics networks and needed to understand why another line test was needed and what difference will it make, she raised her voice that IT'S THE PROCESS!! and before I can respond she hang the phone up! I assure you this is not the end of this letter... not after 15 yrs of designing and troubleshooting...

Posted by Alfred Bacabac on the 28th August 2007

For Campbell Murray

Go to http://www.mail2web.com/

in "your email address" type your freeserve address that comes after the @ sign e.g. if your email addy is fred@bloggs1.freeserve.co.uk then you need to type bloggs1.freeserve.co.uk@pop.freeserve.co.uk into that box use the same password that you used in the past.

This should then give you access to your freeserve emails sat on the server. I use this to access my home emails at work and it works a treat.

Good Luck

Posted by Tracy Fielding on the 23rd August 2007

I have had an email account with Freeserve for 12 years and now Orange have decided they cannot find any trace of my freeserve.co.uk email address which I also require for business use.

Orange seem to think I have imagined I had this well used account for 12 years. Can anyone please help and advise how I can retrieve my email. Many thanks!

Posted by Campbell Murray on the 20th August 2007

All I can say is - stay clear of Orange, their SMTP server (the one you send your emails through) is banned by a number of web-based email providers, so be prepared that half of your post will go missing. Their "broadband" speed is low (1.2mb when my line is capable of 6.1mb) and their "customer care" people have difficulties understanding not just their own technology, but also plain English. And guess what - you can't get out of this contract.

Posted by Sergie Senine on the 16th August 2007

Orange customer care what a farce. Wanadoo and freeserve were fine. I have spoken to "Orange Customer Care" today the 6th of August in response to a threatening letter requesting £70.80 which they claim is an outstanding balance. The account was closed in DECEMBER 2006 and they still were taking £17.99 from my account for 4 months after the final payment had been made. I don't rate them at all.
I've moved to BT and that took 2 months !

Posted by David Murdoch on the 6th August 2007

I would like to add my comments on Orange.
I took out a contract with Orange 9 months ago and I'm still waiting for my 'free' broadband. Their service has been absolutely crap in every respect. OK I got a free mobile, but then got drawn into a never ending circle of phone calls trying to get my broadband.
First they told me to wait one month. So I did, no broadband. Then I was told to get a MAC code, so I did. I called Orange customer care and was told I did not need MAC and to wait another month, so I did. Still, no broadband.
Then I was told I needed a MAC code, got it and was told again I did not need it!! Then we had 3 - 4 months of Orange blaming markers on my line that they could not touch. I called BT, AOL (my current ISP) and finally after much incorrect guidance from Orange I was told to (you guessed it!)get...a MAC code, so I did.

Well the current state is that I have their starter kit, and (yes, you guessed it!) no broadband. I really like to waste my time calling their help line who takes 15 mins to establish that I have a phone number, a filter, one telephone, one pc. They suggest reloading software - 3 times, changing filter-3 times.
What really pisses me off is that each time I ring I hear a recording telling me that Orange are committed to excellent customer care. THAT IS GARBAGE! RUBBISH! Orange are the worst company I have every had to deal with in my life.

Posted by Jeff Barnett on the 24th July 2007

It would appear that Orange Broadband "unlimited" is in fact limited to apparently (some orange staff say) 40gb per month; others say 50gb, although no actual amount is detailed in their terms and conditions.

I only found this out when I received a letter form Orange stating that my account was being terminated due to breach of terms and conditions by downloading more than my usage amount ( which is supposedly UNLIMITED). I received no prior warnings of this.

By the time you have read this I would assume that I will no longer be able to connect to the internet.
Thought prospective Orange customers should be aware of this practice.

Posted by Walter Sloan on the 21st July 2007

I have been an Orange customer since February 07 - six months now. During this time, I was unable to connect for more than 3 months, but according to Orange everything is ok!
They say they will do another linecheck and the problem will be sorted out in 2 days - yeah I have heard that 3 months ago and nothing's happened. Right now, they are threatening me with the cancellation fee, if I wish to disconnect. I will wait for the broadband for another two weeks, and than I will contact them again, through a solicitor company. This will be nice.
Btw. Can someone explain this to me: Calling technical support:) from your mobile will cost you around 30p per minute, calling India from your mobile will cost you £2 per minute:)

Posted by Pete on the 19th July 2007

Why is it all these big companies are all useless, let alone unreliable? We've been with NTL for 2 1/2 years and have phoned to cancel so many times. We've been given loads of half price offers, which have suddenly disappeared a month later, we've had to disconnect and connect our internet 6-10 times a day because it stops working. We're getting really low speeds, too. Why do they make us pay for all this hassle? GRR.

Posted by Bethan James on the 25th June 2007

My mother in law got a phone call from Orange who bullied her into giving her bank details. She never wanted or connected to the internet. They sent the password to the wrong e-mail address. When you phone you are told to write to customer services, when you write to them you are told to phone the helpline. They won't let you speak to anyone in authority. I have had people swearing down the phone, had others hang up on me and others just refuse to listen. They will not cancel her account and are demanding £150 from her. I will be writing to Ofcom, etc. today to complain, have cancelled my own internet and phone services which were with orange and others are doing the same. Steer clear of Orange.

Posted by Gary Whitton on the 25th June 2007

Well I have at last managed to ditch Orange after trying to cancel for months by phone and by email. Lucky me though, they are so keen to keep in touch they keep emailing me saying I owe them money. The strange fellow with the really bad English (have you noticed) said it was because I haven't paid bills for two months - DUH, I cancelled two months ago.

Anyway, apparently the escalations department were asked to get back to me on 18th May but they haven't yet (see there was me thinking they had but I just forgot) but they will get back to me (when? I don't know sometime. What this week? I don't know)

In the meantime the email I received today said:

"We recently emailed you about the outstanding balance on your broadband account. We've not heard from you, and because you've now missed a second month's payment, we've taken another £5 late payment fee from your account. We've also had to suspend your service, which means you won't be able to get online at the moment.

To get you up and running again you'll need to call us with details of your credit card or bank account details straightaway.

If we don't hear from you, or if you haven't paid in the next few days, we'll have to close your account and take legal action."

For a laugh, try phoning the number - it won't cost you anything the number doesn't exist...

Posted by Mark Lee on the 17th June 2007

Ordered Orange Broadband on 22nd February 2007..... STILL WAITING!!

Keep getting fobbed off "it'll be connected within 10 days" rubbish or "Oh, your order has been cancelled!"

Today. 3rd June 2007.. still waiting

steve

Posted by Steve Brown on the 3rd June 2007

Had an awful time with Orange since changing from dial up last November. I am an old freeserve customer from 1999.

Have wasted so much money on the technical help line. The Live box is rubbish and I had to buy another router which works fine.

Now I am being cut off everyday for hours at a time. The answer to this, as with any problem when you ring Orange is for them to blame my computer. My settings are wrong.

This is a lie. I know it is them as I've become very knowledgeable on connecting a router!!!

Stuck in a contract now until November. Cannot wait to leave as soon as...

The future ain't bright if your tied up to Orange.

Posted by Sue Jago on the 29th May 2007

I had a daibolical service from Orange too. I am waiting already for 6 weeks for my internet connection (not 2 weeks as it was promised on their website), and they told me that it still some porblems with it and I have to wait for another 2 weeks!!! This is the answer I get each time when I call them. Each time there are some problems and exeptional circumstances, nobody knows anything, nobody can explain anything properly why I have to wait for 8 weeks for my broadband. I am completely cut off from the world.
The customer service is uwful. I wish I never changed my service from NTL (Virgin now), which was not good, but it was there most of the time! I would say: -2 for them if I could.

Posted by Natalia S. on the 28th May 2007

I have been a Freeserve and Wanadoo customer for the past 6 years without a hitch. Orange informed me that they could upgrade my broadband speed and announced that because of this superb offer, I would go from 2.2mb to 6.1mb free of charge!.....but I am signed up for another 12 months. Well this is not too bad, I thought. Freeserve and Wanadoo never caused me any problems, so I sign up.
I have gone from my trust 2.2mb to 0.2!

I am amazed that wanadoo upgraded me immediately from 1mb to 2.2mb but I now have gone through BT M.S.R. for 10 days and get downgraded!

I will be interested to see how the 30 day money back guarantee works. But I suspect that letting Orange mess about with my connection and sign me into a 12 month connection will be a costly mistake for me.

Don't sign up to Orange. The service is diabolical and so is the premium rate for phone calls. Yes, they do try and keep you on the phone for longer than is necessary.

Oh and they don't even recognise my old freeserve e-mail as valid!

Posted by Diane Mcintosh on the 23rd May 2007

We were told that we were getting cut off from Orange for using over 40GB on my unlimited service. So we called them up and told us we would have to pay a cancellation fee because we wanted to cancel the service ... which we didn't we thought we were forced to. Today, 23 March my dad called Orange about a phone matter and they said they cut our internet off on the 17th May. Yet somehow we still remain online everyday, having entered no new details and are having no problems. A few times in the past one person at orange says one thing and another person says something else. wish they would make up their minds. Hoping to be able to sign up to another ISP depending on if Orange has "actually" cut off our internet like they said they had... yet i am here now posting? so it doesn't look like it. Never get any help when we call really, when its all working though, the service is OK.

Posted by Michael on the 23rd May 2007

I couldn't agree more with these posts. Orange BB customer service is exceptionally bad. I've had similar problems to the other people on this page and have been in contact with Orange repeatedly. Their Indian 'Technical' support people are diabolical. Going around in circles would be how I would describe it. My internet has now been down for 2 weeks and I am certain that Orange are no nearer fixing it. Absolutely appalling.

Posted by Liam on the 14th May 2007

On Wednesday 18th April 1 received a call from a member of Orange to say the broadband package we have was no longer available which was BB WUK - Option 1 - £17.99. The Orange member of staff tried to sell me lots of different packages ones with free phone calls etc. but I told her we were happy with what we had and as the package we had was no longer available I just wanted the nearest to what we already had, she informed me that this would be their BB Starter 2Mb - £14.99 package. I told the Orange member of staff that we needed the Internet and she assured me there would be no disruption in service and the only difference would be the monthly charge.

On Wednesday 25th April I rang orange as we had no Internet service, this was at 8am. I was told there must be something wrong with my computer! Two hours later the Internet came on and stayed on for three hours then it went off and we have had no Internet since. I again rang Orange on Wednesday 25th April and 1 was told there was an error on the final line inspection, they told me to ring back in two days. I rang again two days later and was told exactly the same and was told to ring back in two days. This has gone on now for 10 days and I have called every two days to be told exactly the same thing.

When I rang on Thursday the 3rd of May I asked for my MAC Code and told Orange if I had no Internet connection by the time the MAC Code arrived I would be changing to a new ISP. The member of staff was very rude and he informed me that I had a contract and that I couldn't change providers. I told him our contract started with Wanadoo in 2004 and the new contract with them does not start until the changers are complete, he then put me through to a department that deals with the MAC Codes, they informed me it would be 48hrs till I received it through the post and I am still waiting for it. It is now 10 days and we still have no Internet and once again I have been told to ring back in two days. Orange will not tell me anything, they say they will look into the problem and get a supervisor to ring me back this never happens. 10 days later and I still have no Internet and Orange have told me to call back in two days, I think this service is terrible and it seems they are no nearer sorting the problem out than they were 10 days ago.

I was told today that I couldn't have a MAC Code as the migration is not complete with Orange, they informed me that I couldn't cancel as I have a contract with Orange, I told them that until the migration is complete I could cancel as the contract will not be renewed until then, He told me that because I had requested our broadband to be changed to a different package then the contract started then, I told him I didn't request it and that it was a member of Orange that called me and said the package was no longer available, I didn't get an option to stay on the package as she said it was not available any more. I can now see that this is Orange trying to get people on to packages that are more expensive, but all we wanted was something that we already had nothing more and certainly not the more expensive ones that they tried to sell me.
The Orange member of staff that I spoke to today told me that we could have stayed on the package that we were originally on and that it was only unavailable to new customers I asked if we could go back to the broadband package that we were on because we had no problems with this, he said because migration was in process that we couldn't. He looked for the information on who had called me on the 18th April saying we had to change packages but there was no information available. I cannot believe Orange are telling people that the broadband package they have is no longer available, I was never given the option to stay on the package! He told me that the difficulties they are having have been going on throughout April and there is no news when it will be sorted, he said it was a problem they are having with BT. He said when the problem is eventually sorted out with BT that all customers having problems will be connected in around two days but he had no idea when this would be.

This afternoon, a friend called Orange on my behalf, he has managed to get Orange to agree to release my Mac Code and they have also waived the cancellation fee of over £150! Orange have said it will be at least 5 days until they can issue the Mac Code. I think the service Orange has provided me with has been a disgrace and it seems I am not the only one having all these problems.

I have an internet provider that cannot provide a connection and does not have any idea when they can connect me, that tells me I can have my Mac Code in 48hs that then say no I cannot have it and then say 1 can have it in 5 days, that lies and says my Internet package is no longer available to get me to change to another package and says I cannot cancel my account.

Posted by Julie Yates on the 8th May 2007

How can Orange say they will give you unlimited downloads in their adverts and then when the have your contract they claim that there is a 40gb cap?

I have received my second letter for going over the 40gb limit and have been told that I will be cut off on 4th May 2007 and I have been authorized to get a migration code. Well, that date has past, I have been sent my Mac code, which also states that I have to pay them the remainder of my contract. The funny thing is that I'm still online two days after the deadline.

Are they waiting for me to use the Mac code so they can claim I breached my contract?

I'm prepared to wait until they cut me off and in the meantime, my high download rate will continue.

Posted by Hedley Barrington on the 6th May 2007

I've been cut off recently (after using peer to peer). My internet's been down for 11 days and I've been on the phone to them nearly every day since. I've tried to cancel but they say I have to pay until the end of the year even though they are not providing the service. Customer Service people are a nightmare. NEVER USE ORANGE - IT'S THE WORST!!

Posted by Jan Hall on the 1st May 2007

Does Customer Support exist at Orange???

After being with Wanadoo and the new avatar of Orange Broadband for about 1 & half years, IT's been 3 months of hell and in total at least 20 hours on line with the Orange customer support (or non existent support), couldn't bring broadband up at the new home, have just switched to Sky and they enabled the connection in flat 15 days. Orange needs to learn to have customer services in place, not a bunch of liars and useless folks at the other end.

Posted by Alok Roy on the 30th April 2007

Switched from Pipex to Orange since Orange were offering unlimited broadband for £5 per month with my mobile phone contract. Did not use their wireless modem, used the speedtouch one I had already, just typed in my new orange username and password and got connected within one week of changeover.
Have had no problems and connection has been great. Did phone customer service at the beginning, no real complaints. In fact I have been very pleased with my broadband access so far.

Posted by David Evans on the 17th April 2007

We had a daibolical service from Orange when we signed up to Orange unlimited Broadband service. Since January, the phone never worked properly, we had to carry out factory re set of the livebox twice daily, and three months later we were told there is fault on the line. After making 17 calls on a national call rate, they keep you waiting for a long time and its not in their polocy to call you back!! Advise don't use them- equipment supplied is cheap and rubbish.

Posted by Namir Rahim on the 11th April 2007

The worst experience ever!
I downloaded at night 2 files of 350mb each using torrent, and i got cut off the internet. You call the customer service who keeps you on the phone for ages, to at the end tell you that they need to run test on your line. 5 days later (if you are lucky) and unlimited number of calls and threats you get the internet back. Basically if you are using a peer to peer service be careful: they do not support it, and will disconnect you.

Posted by Guido Arslan on the 20th March 2007

It is a horrible experience to have orange broadband. I have to wait 4 months and escalated many times until they took action and fixed it last night.

Posted by Andrew on the 14th March 2007

You waist your time and your money. I have had a problem with them more than 4 months and for customer service you have to keep on the line for more than 5:38 minuets

It's not funny.

Posted by Amir on the 10th March 2007

Technical support at Orange is built around the concept that time is money. Unfortunately it's your money and they will do everything they possibly can to keep you spending money on lengthy calls to them (at up to 8p per minute) whilst doing nothing to fix your problem. They will keep you on hold for hours, never ever call you back (company policy) and generally have no record of any of your previous 15 calls. They don't care if you've had no Broadband for weeks, it's all money in the bank everytime you ring. When they say they have to do a line test, you know you're in for the long haul so get out quick.
See www.orangeproblems.co.uk and if that's not enough to put you off then go to www.youtube.com/watch?v=zmmpc9heCJw to see how frustrated some people get with their Orange equipment.

Posted by Karen Thornton on the 2nd January 2007