This all sounds depressingly familiar - incompetent technical support and "customer care" that couldn't care less. I too signed up for the "up to 20 meg" upgrade, only to find Orange standing on the fine print when they decided to upgrade my connection from an average of 2.5Mbps to the maximum that their line tests showed it was capable of - yes 1.5Mpbs.
I have just informed Orange that I am lodging complaints with OFCOM, and with the Trading Standards authorities, as they are clearly attempting to sell a service that they have no intention of providing, and because they are ms-selling by not warning that the "upgrade" could actually end up being a downgrade.
Anyone want to put a bit of pressure on by filing a few similar complaints?
Joined: 13 Nov 2009Posts: 408Location: South East Essex
Well my line speed has dropped to 1meg for the past 2 weeks & I've recently been told that the line is capable of 10Mb & that the DLM will eventually start to increase my speeds.
Well I've given Orange until 7/1/2010 to get me more speed or I'm off to another ISP - either PlusNet on a monthly contract or TalkTalk. The short contract with PlusNet whilst not giving the same speeds as TalkTalk seems the better option right now.
Tinytim.
Well I have been downgraded to 1MB for almost 2 weeks since requesting the £12 Home select up to 20GB. I was on 8MB for a few years at that speed, now I am barely getting 1/2MB at the speedtest results!
Hopefully my line will improve and get back to 8MB.
I wil be complaining to OFT if things are not right by 01/01/10. And I will be asking for my MAC code!
tinytim - well done you seem to have struck lucky. I spent 30 mins this morning trying to resolve my ongoing problem (since nov 15th). No joy and like snakes and ladders I am now back to the technical team in India. I had spoken to the Fault Management team in UK but they now tell customer services I have to speak to technical support as they think all is OK!
I got through bu because it had already been up to level 2 the level 1 guy would not deal with it and guess what "level 2 are too busy - they'll call me back in a couple of days"
I'm sure know where the fault is - it's the dynamic speed management system.
Who controls this? Orange or BTw ??
BTW - just got my MAC code ordered but dispair that the problem will exist with another provider.
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