Reviews for Orange

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Orange

Information for this provider last updated on Thu, 21 Dec 2006 16:14:33 GMT

Orange Internet Broadband services.

*Home phone line needed (not including Kingston Communications), line rental still payable. Inclusive calls available via active broadband connection. Inclusive calls to UK landlines starting 01 and 02 and to landlines in 30 countries. Call charges apply to other calls. Calls can last up to 2 hours, but you can redial as often as you like.

**Speeds in excess of 2 meg are only available in certain areas. Top speeds vary significantly, particularly according to how far away you live from the exchange. If your line won't support the fastest broadband speed Orange will give you the best available. The speed you actually get can also vary depending on the quality of your line, the wiring in your house, the time of day and even the weather.

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Reviews

# Results: 64

Date range: 01 Jan 1900 to 12 Mar 2010
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Product: Heavy User [top]
Author
 Ian.F
IP
 Logged
Date
 Sunday, September 27, 2009
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 more than 20 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
Just don't even think about selecting Orange Broadband.

2 days after handing over my MAC code from my old supplier my broadband service ceased. The technical support is appalling and this time its not the call center people its the procedure they have to work to.

If you need broadband for work don't choose it, I have had no service for 45 days now.

I wish i had stayed with my previous supplier Demon Internet even thou they are more expensive i did not loose one day of service in five years.
Product: FreeservePlus [top]
Author
 Mp.C
IP
 Logged
Date
 Thursday, July 23, 2009
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 1 to 5 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
After being a long standing customer of Orange Broadband I would not recommend experiencing the same poor service I did. If the connection is fine and no problems then all ok, but if you have to phone up and go through the maze of people that can not help, or put you on hold while they ask about what to do next. Then this is an experience I advise you to avoid. Remember no Orange customer agent will ever ring you back as its not their policy, even if its their fault why you are ringing in the first place,it makes not difference. The only good thing about this Company is the cancellations department, these guys I really take my hat off too. They will offer you loads of stuff just to keep your business. The problem then becomes they don't pass on what they have said to you or what you have agreed. So when the broken promises arrive you are back on the phone to a new set of people some of which can not speak the queens english and the whole process starts again. If you enjoy waiting around sign up.....
Product: Standard User [top]
Author
 Vinny.M
IP
 Logged
Date
 Thursday, April 16, 2009
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 more than 20 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
I can honestly say that if I had to choose between a dodgy looking drug addict in a pub offering me broadband, and Orange, I'd have more faith in the dodgy guy to come up with the goods.

Orange are the worst company I've ever had to deal with and they cynically exploit their customers while giving you little or nothing in return.

Please don't think the people you see complaining all over the internet are just people who had one-off bad experiences (e.g. orangeproblems.co.uk ).

Orange's entire customer service and broadband system is badly broken. Expect to wait 20 minutes for a two minute YouTube video to upload or to have no internet whatsoever.

Then you'll have to pay Orange more money on their expensive 'customer service' phone lines where you'll be passed around from one incompetent person to another, all of whom will promise you the Earth and do everything but resolve your problem.

If they do decide to provide the service you're paying them for, you'll get it for a week or so. Then they'll slow down your connection to a crawl again, and you're back paying through the teeth to get treated like dirt.

I've been through this process literally dozens of times. If you were in front of me now, I'd literally get down on my knees and beg you not to sign up with Orange Broadband. They really are so bad that they make anti-Orange activists out of their customers.
Product: Standard User [top]
Author
 Gary.W
IP
 Logged
Date
 Tuesday, April 07, 2009
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 more than 20 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
In November 2007 I cancelled Orange broadband when they bought over Wanadoo (on the basis Orange sneakily tried to enforce a 12 month contract when they took over). As part of the transfer to my new provider (Sky) Orange erroneously cut me off early a week before the Sky was connected lesving me high and dry without broadband. Because of the inconvenience caused the Orange telephone service dept., after a lengthy and expensive call, agreed (and confirmed in a follow up telephone conversation) to waive the final 17.99GBP payment, which I accepted as fair considering the inconvenience caused.

Surprised indeed that just recently (15 months later) I receive a threatening legal letter from Orange's bailiffs threatening court action unless I pay the outstanding 17.99GBP debt!!. This crowd are a shower of incompetent crooks where their right hand has no idea what the left is doing. God knows what bad debt list I am now on!. I paid the sum just to minimise the damage to my credit rating.

What is clear is that Orange as a company is untrustworthy and has no co-ordination between departments - what one department agrees the other will subsequently refute. And they won't mind taking you to court over a few pounds or denting your credit rating. Their management show a distinct lack of control; my advice would be to avoid them like the plague. I have read similar experiences about Orange on other web sites. There are plenty of good quality and trustworthy broadband providers out there - Orange isn't one of them.
Product: Standard User [top]
Author
 Samuel.R
IP
 Logged
Date
 Thursday, April 02, 2009
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 1 to 5 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
I had no problems with Orange until I lost my connection for no apparent reason. Contacting Orange's technical support was no help and they didn't bother to phone back . I changed my filters and my modem - no difference. I moved my computer downstairs and plugged straight into the BT master socket - no difference. I reinstalled Windows/ speedtouch software - no difference. I called BT and they carried out a copperline check - line OK. I finally gave up but about 2 weeks later my connection just started back up. It was a bit slow and when I checked my speed I found that I am now capped at 512Kbs instead of the 2Mbs I had before (and I am contracted for). Contacted Orange explaining what had happened and what I had done. All they did was send me an email asking for more info and telling me to unplug my modem and then plug it back in! Contract is up in 6 weeks and I will be changing ISP.
Product: FreeservePlus [top]
Author
 portman1951
IP
 Logged
Date
 Thursday, July 17, 2008
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 6 to 10 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
AVOID LIKE THE PLAQUE, NO PROBLEM WHEN WE WERE ON FREESERVE THEN WANADOO TOOK OVER, EVEN THEN NO PROBLEMS. SINCE ORANGE TOOK OVER WHAT A JOKE! THEY SHOULD HAVE STUCK TO MOBILE PHONES AND LEFT THE BROADBAND SECTION ALONE. THEY HAVEN'T GOT A CLUE ON HOW TO FIX PROBLEMS, KEEP FOBBING OFF WITH EXCUSES. TWICE OUR BROADBAND WENT DOWN AND THEN WE DECIDED ENOUGH WAS ENOUGH, ASKED FOR OUR MAC CODE WHICH THEY DIDN'T LIKE TO HAND OVER, GOT QUITE ABUSIVE ABOUT IT, BUT WE DID GET THE CODE, TOLD THEM TO CANCEL OUR CONTRACT AND THEN WE MOVED TO BT OPENWORLD. THEN AFTER THREE MONTHS THEY THEN HAD THE NERVE TO SEND OUT A THREATENING LETTER DEMANDING THE PAYMENT BY END OF JULY, OR TAKE US TO COURT FOR £18.00 WE HAVEN'T BEEN WITH THEM SINCE APRIL! HOW DO THEY JUSTIFY THAT. ALL I CAN SAY IS DON'T USE ORANGE THEY ARE HOPELESS. THEY DON'T SEEM TO GRASP WHAT YOU ARE TELLING THEM AND GIVE YOU FEEBLE PROMISES THAT THEY CAN'T KEEP.
Product: Standard User [top]
Author
 danster123
IP
 Logged
Date
 Wednesday, June 25, 2008
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 1 to 5 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
I have used orange nee wanadoo for about two years now and the only time i have had to phone into a call centre was when i moved home. Although this did take much longer than i wanted (about 24 days), once the new line was up and running the broadband worked just like it had previously. Overall my speed has remained stable at about 6 meg and never drops out.

Having worked in a broadband technical dept for a uk ISP I know how frustrating it is when all of a sudden your bb stops working. However knowing of the wide variety of issues that can go wrong and how often it does I am very pleased with the service Orange provide.
Product: Active User [top]
Author
 xxAngelxx08
IP
 Logged
Date
 Friday, June 13, 2008
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 more than 20 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
We joined orange sometime in April 2008 and it has been the worst thing we ever did.. We never had a connection with them for 4wks till we cancelled our package to join a new provider but it took them 2 n a half months to remove our tag off ourline. In total we waited 40+days for our tag to be removed.. they promised us countless times our line would be free.. All you had off them was 7 to 10 days over n over n over.. The customer service skills were terrible, they always seem to got sarky n bitchy n slam down there phone jus because we kept ringing to see if our line was free, finally our line was free when ofcom got involved.. It has been a nightmare so never go with orange!!
Product: Heavy User [top]
Author
 jonesthesofa
IP
 Logged
Date
 Wednesday, May 28, 2008
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 11 to 19 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
After nearly 12 months of faultless service and connection, the connection dropped without warning on 28th. April 2008. Despite numerous (expensive!) phone calls to their foreign call centre I still have no connection. I have been told 4 times that the call has been passed to the 'escalation department' and that the problem will be resolved 'within 5 working days'. I call again after 5 working days only to be told that the 'escalation' department hasn't done anything with the call so it will be 'escalated' again and I will have to wait ANOTHER 5 working days!! As I work 7 days a week the five days seems to stretch out forever! I have even been offered 6 months free to compensate me for the loss of service - I don't think I'll be bothering. It seems to me that, as the call centre is thousands of miles away, the staff there aren't bothered about us poor mortals and will tell us anything so that we stop bothering them! I'm sure that isn't true but it certainly seems that way!
Product: FreeservePlus [top]
Author
 Cofton
IP
 Logged
Date
 Wednesday, May 28, 2008
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 more than 20 mins
Is your call returned?
 Yes

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
All I have to say is that Orange broadband was the biggest mistake I made, I wish I had stayed with my previous provider (Freeuk.com).
Their wireless was just hassle to set up in the beginning, I was forever calling their support (based abroad surprise, surprise).
The broadband down time is ridiculous and as I work from home this is a nightmare. You can actually get through to their support but only if there isn't a general problem that affects everyone, otherwise you may as well not bother calling them as you will wait all day.
Recently the connection went down for a whole 24 hours which is just not acceptable. I previous provider did have occasional downtimes but for maybe an hour or two max, with Orange you never know how long.
Sometimes you can connect to your browser but not able to send or receive emails and other times vice versa.
At one stage I was cvalling them about one a week on average, now it's about every 2 - 3 weeks.
Wish I'd stayed with Freeuk.com.
The problem is because I have a mobile deal the whole package is really cheap but I suppose you get what you pay for. I am now seriously looking into paying more per month and moving back to my old provider.
MY ADVICE : Stay with your present provider if you have little downtime, don't be fooled by a cheap package because you do indeed get what you pay for regarding Orange broadband.
Product: Heavy User [top]
Author
 fedup and fedup
IP
 Logged
Date
 Friday, March 07, 2008
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 1 to 5 mins
Is your call returned?
 Yes

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
OK. I like many others have been criticizing Orange Broadband but I don't think that it is always Orange's fault.

Unless there is something that I don't know most ISPs have to use the BT line unless they go cable or on a mobile. Even Sky has to use a BT line as far as I know.

So much of the problem with every ISP using BT lines could be BT at fault.

For instance we have been over the last three months reverse migrated from Orange LLU to BT IPstream. As I still have my POTS with BT I complain but BT still keep blaming Orange equipment! If it were solely Orange Equipment the only thing left is the ADSL box but we have tried a Netgear Box and got similar stats so our box must be faulty too according to BT!!

BT's websites told Orange and other potential ISPs three months ago that our line could potentially support up to 4.5M. In the last week it has been reduced to a possible maximum of 2M after nearly three months of absolute hell.

If I had not wanted Orange's VOIP to ring France and Australia then I would not have continued but what options do I have now but cable. That gives me no choice.

With BT POTS many years ago we were troubled with amateur radio transmissions from our neighbour on our telephone. BT came out and put a filter on our line. I keep asking them about this filter and whether it is still there but all they say is that they have no record and that our problem is due to Orange equipment!! We have very old cables in our street with no plan of where the BT cables go or inspection hatches. We knew that years ago after being told by a BT engineer. We have a very thin white cable running the entire length of our internal garage wall before it enters the house for our telephone. This cable is well over thirty years old before Broadband was invented. How can this be suitable for Broadband?

It is not Orange here I believe but BT!!

So what are the options for us - none - only Virgin Cable and we don't want phone or TV. We just want broadband with free VOIP to France and Australia which will link free with any landline or similar VOIP. It would seem that we have no chance!!! Is it the governments fault making BT share its lines?
Product: Heavy User [top]
Author
 fedup and fedup
IP
 Logged
Date
 Wednesday, February 20, 2008
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 6 to 10 mins
Is your call returned?
 Yes

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
All I can say to the person who has had a good service on broadband with Orange is you are lucky. You must live in a better area than we do with good BT lines.

We were fine with Orange AnyTime until they decided that this service was going to end and we had to sign up for broadband!

Signed up in mid December and still no broadband. Have had to use Pay As You Go at great expense to ourselves because they closed our AnyTime Account and we had no Broadband!!

Complained to Orange. Complained to the ISPA. Orange thought that it was us and that we were doing something stupid. Sent out third party firm - found no broadband signal. Orange called out BT Openreach who promised to come out in half an hour from the call to us. Openreach rang back - fault was at the exchange - there was no signal there either. Promised to put us on BT equipment to give us broadband. Then rang up and postponed date yet again.

What I would like to know is just who is at fault. Is it Orange or is it BT renting out faulty equipment.

All we know is that we have no broadband and we have an exchange in our home town not too far away!

I am of the feeling that this connection problem is at many telephone exchanges throughout the country and that you are extremely lucky if you live in a good area with good connection equipment and good cables.
Product: Standard User [top]
Author
 ES4130
IP
 Logged
Date
 Monday, February 04, 2008
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 1 to 5 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
I got 8mb broadband as part of my mobile deal and the majority of the time its excellent.

Average speed is 5mb+ and at worst 2mb at peak times. I am 1½ miles from my local exchange which must help.

My contrat is up soon but looking at some of the other reviews and speeds I am not sure If I will change. Am tempted by Virgin as I have the neccersary cable to my house, but it gets awful reviews.
Product: Standard User [top]
Author
 michaeltam
IP
 Logged
Date
 Sunday, February 03, 2008
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 1 to 5 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
I was the Wanadoo broadband customer since 2006 and the service was very reliable and then Orange broadband. The service and the speed is ok and I can get 2MB download speed before 23-01-2008,. The internet download speed dropped to 977kb and the upload speed dropped to 244kbs since 23-01=2008 although my speed package is 2MB download speed and my Broadband line can support up to 3MB.

I wrote to Orange Technical Support for help but they only ask me to check your Internet Exploerer setting and the firewall / anti virus setting but it is not the stoy of slow speed internet.

They finally admitted that they cannot solve the slow speed problem and request you call their Technical support for line checking. I called their technical Support (50p/ minutes) and I found that they only ask you to check your modem setting and the other rubbish thing. They have no experinence / knowledge to solve all your problems.

My view is that Orange locked / setted their server to 1MB download speed to the customers from 23-01-2008 without any notice to the customera and I believe orange break the contract which promised before.

I do not recommend any persons join to orange broadnabd if they are looking for a fast and reliable broadband service.
Product: FreeservePlus [top]
Author
 Sam_1981
IP
 Logged
Date
 Sunday, January 20, 2008
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 6 to 10 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
-------BARE FACED ROBBERS!!!!--------

Everything was fine until I had a problem, then one day, for no reason, the connection went off.

Trying to get reconnected was a complete nightmare! Orange was no help whatsoever. I ended up ringing up their call centre day after day, only to be met by appalling service and staff that couldn't fully speak, or understand English. I was given no real help or solutions to my problem.

Meanwhile Orange continued to take money from my account - though I was receiving no service from them whatsoever. This went on for 10 weeks, resulting in a phone bill of £78.00 worth of calls to orange technical help, no internet connection and very high stress levels.

I have since claimed compensation, but have not been awarded the full amount to cover my expenses and after 4 months and more phone calls to chase this up - I am STILL, awaiting payment. Only God knows if I will receive any money back from these bare faced Robbers.

Needless to say I am now with a new provider - Zen internet - and what a difference - polite service, helpful, knowledgeable staff who speak clear English and a service with very quick response times.

All I can say is NEVER, EVER CHOOSE ORANGE as your broadband provider!
Product: FreeservePlus [top]
Author
 mhmerhi
IP
 Logged
Date
 Monday, January 14, 2008
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 1 to 5 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
i had a mobile orange contract, then after 8 months i decide to get the free broadband offer on my mobile so they ask me to renew my contract for another 18 months, so i did
after getting my connection for three weeks it get suddenly disconnected, i spend hours and days trying to contact orange in order to solve this problem and each time they ask me to wait 5 working days, then after 4 weeks i moved home, hoping that this problem will be solved, again i spend 6 weeks without internet!!!!again after hundreds of calls, they give my internet back, and again it work for two weeks and again it get decongested, and till now i didn't get it back yet
their service is really bad and sucks, i have been with them like 6 months with 50% failure.
they make me loose money in the mobile contract, am also loosing money in my business as its online!!
Product: Active User [top]
Author
 kazzmo
IP
 Logged
Date
 Monday, January 07, 2008
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 1 to 5 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
I applied for the 'free' orange broadband early Oct 2007, but upgraded to the £5 per month for unlimited downloads. I received the livebox and was told it would be active on 26.10.07. This did not happen. After many hours and days of ringing their customer service, and much frustration I still did not have a broadband service. I was told it was BT exchange at fault. I wrote to BT - they blamed orange. I wrote twice to orange and received 2 letters back saying it would be coming on soon. No number to ring apart from the cal centre number, where I was geting fobbed off time and time again.
One of the reasons I got my orange mobile, which is costing £35 per month(early Oct 2007) was for this free broadband sevice, so I begrudged forking out £20 a month plus for another internet provider, but it got to December 2007, and I still had no internet, so was thinking I would have to go elsewhere if I ever wanted to get online again.
However, I moved house in December 2007, and had a new telephone number, so I tried again with Orange, just in case it was BT at fault on my previous number. I rang Orange on 7.12.07 - There was some error, it could not be processed, they would get back to me within 5 days. A week later no response - I rang back and tried again, yet another error but they could not say what it was - they would put it to another team and someone would get back to me. 28.12.07 - still no response, I rang again, and this time they said it could be done. I explained I already had a live box wireless router) from the previous address, and could I use this - no chance, I had to return it, they would send me a new one as this was a new registration!!!
Anyway on 3.01.08 I received a package from Orange through the post. Yippee I thought, at long last! I opened up the box and discovered it was a speedtouch 330 wired modem. I rang Orange and explained it was the wireless router I wanted (we have 3 computers), OK, they would get one out. 2 days later another package arrives, suspiciously the very same shape as the speedtouch 330, and guess what? It was another wired modem. I rang again, they would send a wireless one out. I have connected a laptop to the wired modem, which appears to be using dial up, not broadband, but at least I have access to the internet. I've not been off it for 2 days!! Hopefully the wireless router will be here tomorrow, then all the family can get back online.
Anyway, the speed etc through wired access has been good, so no complaints there, but I have never experienced customer service as bad as from Orange, I thought BT was bad, but Orange tops the lot. I hope that once the wireless router comes I can connect with that, or I will definately go elsewhere!!
Product: Active User [top]
Author
 fedup and fedup
IP
 Logged
Date
 Wednesday, January 02, 2008
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 1 to 5 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
Unfortunately I only came across these reviews when it was too late and we had signed up for Orange Broadband. We were happily using dial through Freeserve, Wanadoo and Orange but Orange informed us that they were closing AnyTime and we were bullied into signing up for Broadband.

Now after many phone calls we have no internet except PAYG and money is still being taken from our account for both dial up and Broadband!

They say that there is a fault on the line but whose fault?? I may not feel very happy about Orange but what if it is BT? Then whatever ISP you use that uses the BT line could also fail!!!
Product: FreeservePlus [top]
Author
 Brian Willcocks
IP
 Logged
Date
 Thursday, December 27, 2007
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 1 to 5 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
PLEASE, all you nice folk out there, stay away from this bunch.
When I signed up, they got my equipment package wrong, then things were OK until I had a tech problem. Their communications (I use the word loosely), responsiveness, command of English, technical expertise and organisational ability are awful beyond words; I have never before experienced such appalling failure to provide a customer service, and I'm quite old and have been round the block a few times.

Virgin have some attractive packages. I'm away to them!
Product: Active User [top]
Author
 chrisday1975
IP
 Logged
Date
 Thursday, December 27, 2007
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 11 to 19 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
I've had Orange Broadband for 12 months now and everything has been fine until I had a problem. I have been on the phone every day with customer service reps in India who have no idea. I was promised that the problem would be escalated then reescalated! Still no joy, I've had technical problems (PPP server down) for 3 weeks and have now requested my MACC code. I'm off to SKY.

DO NOT GET ORANGE.
Product: Standard User [top]
Author
 frazman
IP
 Logged
Date
 Wednesday, December 05, 2007
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 11 to 19 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
Total Joke - have been paying for the "Talk Anytime" Package for the past 5 months - having upgraded from the 'standard' account to take advantage of the free anytime landline call offer with the Talk Anytime package. Wish i had never bothered - Orange have been unable to get the phone line working despite numerous very long phone calls and the eventual escalation of the problem every time i call. It is hard to see how it could be escalated any higher when i'd called C.S at least 20 times over a 3 month period and still had no joy! They won't return your calls - so it ended up costing me small fortune in phone bills - as opposed to saving me money which was the original idea of taking up the package with Orange. Unbelievably bad in every respect. Steer well clear.
Product: Standard User [top]
Author
 passy
IP
 Logged
Date
 Thursday, November 22, 2007
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 11 to 19 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
Avoid this lot like the plague!
I always believe that the quality of a service provider should not only be judged when thing are running fine, but how they respond when things go wrong - unfortunately Orange can at best be described as lamentable when things go pear shaped. Having had months of intermittent connections and slow speed broadband and despite numerous costly calls to their "Customer support" - (an oximoron if ever there was one), they were unable to resolve the problem.
And when you have torn out all of your hair after attempting to decypher the agents from the Indian call centre, don't think that you can circumvent this problem by using Orange's on line email contact because after numerous emails, they do not have the courtesy to respond.
Having sent a letter to their HQ in Yorkshire (If you do this, ensure it sent by recorded delivery)I did eventually get a response, but unfortunately after another few weeks of promises to rectify the connectivity issue to no avail, I told them that I was migrating to another provider.
"If you do that, this will be breach of contract and you will have to pay the outstanding £124.00" I was curtly informed my the Asian agent, and after attempting to explain that in British law, a contract is a two way agreement which both parties have to abide, I was called at home by a UK agent who informed me that I could migrate without penalty (as it transpired that the connectivity fault was down to Orange and not my equipment)and I was refunded my previous two months payments. I received a MAC code without problem and Orange disconnected my broadband when the current months payment expired. I migrated to another provider albeit with a few days delay and that was the end of the "Orange Experience" - or so I thought!
After having my Orange contract terminated without charge (as officially informed by an Orange agent over the phone)and orange disconnecting by broadband service some four weeks ago, they had the audacity to "steal" a months subscription from my bank account for "Novembers Subscription". Having contacted Orange (Asian call centre again) and after many pregnant pauses and hanging on the line, I was told that "you should have rang Orange to cancel your account" - Priceless!
Now one would think that having informed Orange that I was migrating and they allowed me to do so without penalty, and having disconnected my broadband and provided me with a MAC code, I would thing that even the numbest of minds would accept that I no longer require the services of Orange - seemingly not!
I have been informed that I will get the money refunded, but why do I have no confidence in that statement!
Subscribe to this shambles at your own peril!
Product: FreeservePlus [top]
Author
 celestar
IP
 Logged
Date
 Tuesday, October 30, 2007
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 6 to 10 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
i transfer my orange internet when i moved home on 20th september. I rang them up and they told me i will received my internet access within 15-20 days. After the waited days, i rang them again to find out if my line has not been connected. They told me there was an error on the line, hence i have to wait another 20 days to get it activated. 20 days later, no internet and i rang them, they said BT has a problem with my phone line, there is a fault ! i really dont know what it mean. phone line is ok, but no internet on the live box. They have contact BT or the provider called ' Madeline ' to rectify about my problem. They want me to wait another 5 days and it should be fine. 5 days later, i call again and they said, the problem has not been rectified, and BT still working on it. I have to wait another 3 more days. Iam so angry and spoken to the supervisor, he said it is beyond his control and everything is down to BT. He even said its not his ( orange ) problem. !!! excuse me orange, im paying my money to you but not BT ! I ask him to contact BT and he said he can't, they are dealing with them via data !!! they do not speak on the phone! ... ... 3 days later, this morning, at 9 am, i rang them up and they said they are too busy to deal with my problem, hence i have to call back at 1 pm.
Again i called, i was waited on the phone for 2 entitle song then i was transfered to atleast 3 person, at the end of the day, they said the problem is yet to be solved and i have to wait until this friday ( 3 days later ).
What am i going to do after 3 days and the situation is no change at all! how many 3 days am i going to wait ???
if orange is reading, i hope you will, please contact me on 07800 634699 and also i have written a similar letter to watch dog.
Product: Heavy User [top]
Author
 lgra
IP
 Logged
Date
 Tuesday, October 16, 2007
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 1 to 5 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
The worst service! It is more than one month my broadband is not working. The technical help is useless and the customer care service was not able to give me a refund for a problem which does NOT depend on me at all.

Every time you call them they say to call in 24 hours, and never call you back. The idea is that they are just trying to make you wait.

Avoid orange. I will stop my contract with them and stop staying with them for my mobile phone as well.

If you want to know more about all the problems that Orange has caused me, please contact me.
Product: Standard User [top]
Author
 Stew2205
IP
 Logged
Date
 Thursday, September 27, 2007
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 1 to 5 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
After 12 months of continual problems with Orange I have finally cancelled my contract and moved elsewhere. Where do I start???
Firstly over the last 12 months I have had numerous technical issues with my livebox and in particular the wireless connection. Each time it has been a constant struggle through numerous lines of support to get it rectified. However the final straw came a couple of months ago when the connection failed again and after the usual struggle I was told it was my PC that was at fault. Given that it was a 3 month old PC which had run the system perfectly until this time I knew it wasn't the case. Despite lots of calling - the issue was never resolved.

Technical Support is based in an "overseas" call centre. Whilst the support personnel are always extremely polite their communication skills are exceedingly poor and you will find yourself having to repeat what you say time and time again. From my experience their technical knowledge is also limited to the absolute basics.

After 2 hours of sitting on a phone one day to get a problem resolved I was so angry that I asked for the details of who I could make an official complaint to, only to be told that such a person or department doesn't exist. To me this just summed up Oranges attitude to it's customers completely.

I appreciate that most people only write negative reviews on these boards, but I have to call it as I found it. My advice to anybody thinking of switching to Orange is save yourself the bother and go to somebody who cares!
Product: FreeservePlus [top]
Author
 GHH1948
IP
 Logged
Date
 Saturday, September 22, 2007
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 1 to 5 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
I have been with Freeserve/Wanadoo/Orange for several years. Last year I upgraded to the Wireless Talk Service.In July of this year I could not use the Talk/Telephone that is connected via the Livebox.
After making numerous phone calls, promises of a new Livebox,escalation of fault,promises to call back, I am still without the Talk service or a new Livebox.
Simply, the are not willing to rectify the problem. When I tell them that I am transferring to another ISP, they threaten me with legal action for recovery of sum outstanding on the contract. This is regardless of them not supplying me with the service for which I have contracted.
Product: Active User [top]
Author
 sheila1937
IP
 Logged
Date
 Tuesday, September 11, 2007
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 6 to 10 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
I started with Freeserve many years before it changed to Wanadoo and then to Orange. I was paying £22.99 for my Orange service when I saw I could upgrade to 8 meg with modem and free telephone calls to numbers beginning with 01 and 02 for £19.99 per month. Naturally, I jumped at the offer.

I have been satisfied with the price and the connection speed but the 'talk' part worked initially but stopped after a few weeks.

I have been at the mercy of the call centre operatives all over the world and have lost count of the re-booting and factory resets I have done without any result. It's always 'ring again in 3-5 working days' - only to repeat what has already been done.

After reading the reviews from other Orange users I think I will just count my blessings that, so far, my broadband is fine and I'm paying less than I was before. I upgraded in June so I still have quite a while to complete my 12 month contract - after that I will reconsider other suppliers. I shall check the customer reviews thoroughly.
Product: Active User [top]
Author
 byblion
IP
 Logged
Date
 Tuesday, September 04, 2007
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 6 to 10 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
A word to the wise - steer clear of Orange. Things were fine until three weeks ago - the occasional loss of connection for a few hours, sometimes slow connection speed, but generally okay. My connection then died in the middle of using it and I was delivered into the hands of their customer service (call centre is, I believe, in India, and it's a premier rate line), which is very frustrating to deal with. Endless 'line tests', endless instructions to reset my modem, and callback promises which are not kept. They just do not give the impression that they care or that anyone is actually doing anything to restore my connection. They also do not answer my questions about refunds or cancellation of my contract. Not recommended.
Product: Standard User [top]
Author
 jujulita
IP
 Logged
Date
 Thursday, August 16, 2007
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 more than 20 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
God, i wish a read all your reviews before signing up with this USELESS COMPANY. We were cut off 2 weeks ago and were informed by technical support (who, by the way, are completely clueless) that a problem will be resolved within 3 days. A week (and a hundred calls) later they told us the problem is on our side and made an appointment for a call back. Obviously we cancel all our plans to sort this out, wait the whole day...NOBODY BOTHERS TO CALL. When we asked technical support to call us (got fed up paying for the phonecalls) they said their lines are for incoming calls only. When we asked if we could call the engineers ourselves instead of waiting for a callback, they say their lines are for outgoing calls only. Everyone you speak to gives you different information, they make promises and never keep them, they're infuriatinly useless and patronising, they LIE TO YOU (we took one girl's name for a reference and later were informed that there's nobody by that name working there) and at the end of all this, when we wanted to cancel the contract were informed by customer service that we'll need to pay outstranding charges! All for the service we didn't receive! The internet is still not working and, judging by your reviews it never will. DO NOT SIGN UP WITH ORANGE!
Product: Standard User [top]
Author
 jack2mo
IP
 Logged
Date
 Monday, July 23, 2007
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 1 to 5 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
I had no problems with orange until A storm one night when for some reason I was unable to use the internet phone at the same time as using the net, which I had done with no problem beforehand. I rang up customer service and after 46 mins of unplugging and re setting the live box etc they said it was probably the adapter and would send another out to try in 3-4 days. I am still waiting a week later. I rang them again and after about 20 mins and explaining all over again they are going to have a try at fixing it from their end and will give me a ring within 72 hours, after that I dont know. if it doesnt work I may try another provider. I am no expert at PC etc just a normal broadband user.
Product: FreeservePlus [top]
Author
 myoofid
IP
 Logged
Date
 Friday, May 11, 2007
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 6 to 10 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
Since Orange suddenly took over the service
slowed down and became unworkable. I have now changed to Talk Talk (I know) but if your going to get a bad service paying £20 each month for 8M Braodband, Phone calland line
is not bad at all. As apposed to the £45 which totalled from BT and Orange. The real issue is when you change over to another service. If you are with Orange you wait and see how impossible they make it for you to cancel. I'm still paying for both and Oragne say it's Talk Talks fault.
They even had a Mac Code and notice but still they charge.
I am considering suing them.
Product: Heavy User [top]
Author
 dragonfly
IP
 Logged
Date
 Monday, April 30, 2007
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 1 to 5 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
BE AWARE ORANGE UNLIMITED IS LIMITED TO 40Gigs per month

I have two letters from orange that outline the below and notes taken during two calls that support the below.

I have never written anything like this before and would still be an Orange customer for many years into the future if they would let me and honour the contract we agreed. They have changed their mind, read on as to what happened.

I signed up to an Unlimited Download package with Orange. They are clsoing my account in 4 days because I downloaded more than 40gigs in a month on average over the last 3-4 months. They say this is above what their fair use policy states is allowable? Yet in the policy it mentions no limits in number terms? No max is 40Gigs? Their policy does suggest that you avoid heavy use between 6pm and 11pm, but again does not say how much is to much between those times and then ok at others. Also they only wrote to me twice and closed my account in the second letter? Not part of their fair use policy if your being fair. They never advised on ways of monitoring the amount downloaded until the call where I tried to get my Mac code which they suggested I do in the letter they sent me closing my account (second letter). They refered to a clause in the letter for closing the account, theperson I spoke to read it to me and said that it did not make sense, then came back to me a few minutes later and told me they had quoted the wrong part of their terms in the letter. The first letter I got I called them and got a refunded month from them because they were wrong and wanted to show good faith. I asked the person to read back the notes of the conversation at the time and agred them, after the second letter I called and the person read the notes from the first call to me and they were different? In the second call eventually going to the escalation desk when making my complaint the person (Nadine) told me what she would and would not put in it, my complaint in her words seemed accepatable to her? What else, oh yeh the person on the second call said that use over a certain amount was attributed to a business use suggesting I was a business? Been with them for 5yrs plus, nice that they know me?

Oh yeh and by the way your account is close on the 4th and yet your Mac code is not available till Monday at the earliest and then it will take 10 days at least for another provider to switch you on? So enjoy 2 weeks without any service because our unlimited policy is limited as we choose.

So basically I signed up to a limited, unlimited policy at Oranges discretion totally. Their is only a 40 gig limit though if you use that or more, its unlimited if you stick below that level, because thats what unlimited means ain't it.

If you want to take advantage of the online digital media revolution pick a company that offers the service it sells you, not one that hides limites and won't pen them into ploicy only letter threatening to cut your account off (1 letter threatens the second one does it).
Product: Standard User [top]
Author
 tonyki
IP
 Logged
Date
 Wednesday, March 14, 2007
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 more than 20 mins
Is your call returned?
 Yes

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
I have been the same service since it was the original Freeserve with no problems at all..then Orange broadband took over.
After BT did some work on the line for the phone service fault my broadband went down. I rung Orange technical heplline and asked for a line check but had to go through the standard script first, which I did. Thing was they couldn't access my phone number because of a uncancelled job THEY didn't finish back in Nov (it was by now Dec) so they said contact customer support to get it cleared (why me for gods sake, cant they ring their own departments?). They just said there was no problem and to ring tech help again...this went on backwards and fowards for 5 weeks!
By now id cancelled my contract (29 days notice even though they were not providing a service) and they refused to give me a refund until the 29 days were up even though they had no intention of getting me reconnected!
As a final twist, on the 29th day i rung customer support for the refund and was told that he couldn't do it that day and I had to ring the following day. I did so and was told I couldn't have the refund since the problem was never resolved!...yes, you read that correctly! After a lot of shouting its seems now i have to WRITE to the office for the money.
So, now, the 5th Feb I still have no broadband,I have spent literally hours on the phone, the Orange adsl marker is still on my line stopping other ISPs from connecting with new service and I have yet to receive the money that, in my opinion, this abortion of a company have stolen.

The service and support is F'ing APPALLING and even now a month and half on i cant get rid of the after effects of dealing with them.
I will do a progress update on reclaiming the payments later.....if i ever see it of course....
UPDATE 14th March 07. It 'appears' that today Orange have finally removed the asdl tag...this involved complaining to Ofcom and threatening to use CISAS to resolve the issue. I finally got the money owed along with a letter effectively saying 'now don’t bother us any more...'..believe me, I wont!
So to sum up Ive had no service at all from 21st Dec 06 until 14th Mar 07. Now at least I can start to get an alternative isp. I would advise anyone having lengthy problems with this company to get Ofcom involved- they can’t deal with problems individually but they do log each complaint received for use in any future industry-wide actions.
Product: Heavy User [top]
Author
 tslondon
IP
 Logged
Date
 Monday, March 12, 2007
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 1 to 5 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
best thing I can say is look at orangeproblems.co.uk

It has nearly 2500 users and you can see so many people with connection problems, loss of service for weeks. very bad customer service and when you try to leave, they do not give you a MAC or remove the TAG.
Product: Heavy User [top]
Author
 why oh why oh why
IP
 Logged
Date
 Saturday, March 10, 2007
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 6 to 10 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
Like many people reviewing Orange I wish I had found this site before signing the 12 month contract, I like many, pay for the 6-8 meg connection but am only getting at most 1.4 megs when it works. During the early evening hours when I need my connection the most I can not log on at all which is why i'm sitting typing this at 5am. Orange customer services have had me doing factory resets on my livebox, they say they are testing the line next they will be telling me its a fault in the exchange on pluto and the service engineers are busy on saturn and won't be able to sort my connection until che chinese space program puts a man on the moon! (which i'm reliably informed will be in 2012) so only another 5 years to wait then. Luckily my contract is 12 months so I should have been with a reliable ISP for 4 years by the time Orange fix my connection. Call back sadly is not something Orange seem to understand, in the four weeks I have had the displeasure of being with these people I have spent an eternity on the phone and only once asked them if they could ring me back. Sorry we can't make external phonecalls was the reply, to my amazement Just glad I don't have an Orange mobile phone or anything else they supply Oh well only another £220 to go before i'm rid of them. I have e-mailed trading standards however hoping to find a loophole in the contract that renders it useless, afterall they are not supplying me with the service they offered me, which is the only reason I chose them in the first place. Will get back to you all when I hear back from trading standards with the results... Should have just bought a satsuma at xmas and been greatful for it....... More to come--- Well It would seem Orange don't love me anymore, Just had a chat with Sadiq in India he seems like a lovely boy. Shame he's as thick as the rest of them, now I can't even get 6 to 8 megs in my area and it's all BT's fault because they supply my line. Funny thing is I can see the exchange from my front door so I will ask the lads at the exchange whats going on. Then ring BT, then probably find out Sadiq is not just thick but also a liar, it's been a long time since I have had cause for an argument and it really helped shouting all the way to India Sadly it didn't make the connection any faster. I am still waiting for trading standards to contact me but i'm certain I am stuck with this bunch of clowns for the forseeable future!!! Advice is free, mine to anyone reading this is stay well clear of Orange, the futures bright, the futures slow as F**K
Product: FreeservePlus [top]
Author
 hunter01
IP
 Logged
Date
 Friday, March 02, 2007
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 11 to 19 mins
Is your call returned?
 Yes

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
Well lets face it peeps i pay a fiver a month unlimited with united calls and upto 8meg. i get great download speed. so i'm well happy. just one tip if u join the software won't download if u have flashplayer installed u need to install it first or you'll be stuck. otherwise if ya got a orage mobile over 30 quid get it. then get ya line rental from toucan for 7.99 a month and ya have unlimited broadband line rental and unlimted calls for £12.99 a month. WHAT A DEAL
Product: Standard User [top]
Author
 yourkisa
IP
 Logged
Date
 Monday, February 19, 2007
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 more than 20 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
Orange do not support VPN (Virtual Private Networking)
so dont sign up if you want to connect to your office and work from home.The technical support is very lacking.

KEEP AWAY From Orange ISP
Product: Standard User [top]
Author
 Steve Ickfield
IP
 Logged
Date
 Monday, February 12, 2007
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 6 to 10 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
Freeserve was great, Wanadoo OK, Orange abysmal!!
My connection has been off now for 12 days. Everytime I call I'm told I need a line test. Weird - first line test said problem was with BT. "We'll call with findings" - didn't happen. This is fourth time in 3 months - same problem. Tech said claim back - customer service has no record of problem!! I'm stuck in an 18 month contract - if I could leave I would! Don't even contemplate signing to Orange - it's a nightmare!!
Product: Heavy User [top]
Author
 popo
IP
 Logged
Date
 Saturday, February 03, 2007
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 more than 20 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
DONT DONT DONT DO IT!!!if you are stupid enough to go with orange....you will be burned.
we got orange b/band 2 weeks ago now -and all we've paid for is calls to deli/india.we orderd 8 meg & at the most if we were lucky they would barely reach dial up speeds...all they kept doing was re-directing us to their premium tec support'which has cost us £85 in phone calls to bt.
THE WORST INTERNET COMPANY ON EARTH /RUN BY A LOAD OF RUSSIAN MAFIA!
Product: Standard User [top]
Author
 mchristie
IP
 Logged
Date
 Saturday, January 06, 2007
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 more than 20 mins
Is your call returned?
 Yes

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
This is the first time I've written a review but the shocking broadband connection and appalling customer services or Orange recently have forced me to write. I'd say they clearly can't cope with the demand that their "free" offer has generated. My broadband was fine with wanadoo and orange in the early days but then I moved house... and Orange failed to do this properly- it took a month to set it up. Now it sort of works but cuts out every few mintues at busy times. AND you can't get through to talk to anyone - I've been on hold for 90 minutes on several occasions before giving up in disbelief. Orange have always prided themselves on "excellent customer services" but now they are ruining their reputation. I would seriously recommend that you steer clear of Orange, or indeed any company with a "too good to be tre deal". It quite probably is!
Product: FreeservePlus [top]
Author
 martin.spencer
IP
 Logged
Date
 Friday, December 01, 2006
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 more than 20 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
I'm not even mad anymore.

When Orange took over the connection just died, it was fine and then it was gone.

And according to Orange its not their fault it's BT's and yet when you are stuck on hold to them for an hour or more at a premium rate there is a message that says, "We know customers are having connection problems, please call back later"

Here is the other hold message that makes me laugh, "Instead of calling us you can email us, the details are on the Orange website" !!!???!! HOW, I CAN'T CONNECT YOU IDIOTS!!!

Anyway, if you are lucky enough to find the number, which is deeply buried on the website, then you just dont know what country you are going to talk to, and then when you do get through, they always say to call back in 24hours when they have had a chance to talk to someone else.

After 3 Months of calling nearly every day I asked the Mumbai call centre to give me a ring instead so that i didnt have to spend another £35 being on hold, and they told me that they do not have the facility to call customers.

Orange are one of the biggest Telecommunications providers in the world, but they can't make outside calls, which says a lot about their mobile phone business as well.

They are all idiots, stay away, dont waste your money, your time, your voice or your life stuck into a contract paying for a ADSL service that does not work and will not be refunded to you.

These people are crooks and they really are ripping you off. I am going to BT.
Product: Standard User [top]
Author
 easiwriter
IP
 Logged
Date
 Friday, November 10, 2006
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 11 to 19 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
I have been a customer of what used to be Freeserve for several years and was quite happy until they sold out to Wanadoo and now Orange. I now experience server outages and the amount of spam coming from the mail server is ridiculous.

A few weeks ago I registered for an upgrade from 1Mbps to 2Mbps which they said would be done in 10 working days. When it didn't happen I called and they said they had lost the request, but would do it in 5 days and email me when it had been done. After ten days I called and they said it had been done. Two days later the email arrived. Good I thought, until I tested the speed. So far it hasn't made it above 1Mbps. When I complained (it took an age to get through to tech support - in India) they said they were having server problems and, anyway, I wouldn't get 2Mbps unless it was very quiet. What a waste of £20 for the upgrade!

I am in the process of migrating to IDnet, which is more expensive, but has much better ratings. They don't use a call centre and answer the phone right away. Bye bye Orange.
Product: Heavy User [top]
Author
 Nolu
IP
 Logged
Date
 Monday, October 30, 2006
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 more than 20 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
Orange...stay well away from them.

I had dial up followed by the 1 meg modem service which was very good. I then upgraded to the wireless 8 meg BB and from there it has been a living hell.

There was an upgrade back in March. I had no connection for 5 weeks. Each time you call for an update, they had none and would ask you to call back in 48 hours. This went on for weeks. Finally spoke to a supervisor who said we should have been told that this upgrade would take between 3-5 weeks. All that money wasted on phone calls.

September of this year. It goes down again. Called them up and they assured me that this was a fault rather than an upgrade. Nearly 6 weeks later and the same rubbish. No connection and to be told to call back every 48 hours. The customer service have no idea when the fault will be fixed. Complete ****. They have even offered me 7 months free BB but today I cancelled and will go elsewhere.

I live in Zone 2 of London and expect a far better service that what I have received. Orange are a total disgrace.
Product: Active User [top]
Author
 mark-y
IP
 Logged
Date
 Wednesday, October 25, 2006
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 1 to 5 mins
Is your call returned?
 Yes

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
Right where do i start,first off after spending £24 a month on very limited bt b/band i must say i was very tempted by this free wireless b/band offer from orange,but stayed with orange for another 2 months another £50 lighter in the old pocket.
But after getting a new mobile from orange was offered free wireless b/band and thought well what do i have to lose and accepted their offer.Contacted bt for my mac code and within the week my free live box appeared in the post just aswell bt had restricted me !! So contacted orange on the number provided got straight through to a very very helpfull guy at the other end of the line,he helped me with the set up of my live box and "bt" wireless adapter,he had me up and running within 20 minutes been using orange b/band for nearly 3 weeks now and must say its no different from bt except 1 important thing over the next 18 months i will save nearly £500 in b/band charges but like all other reviews if my service does go down hill i promise i will re-write my reviews all i can say keep up the good service orange :-)
Product: FreeservePlus [top]
Author
 LWfreeserve
IP
 Logged
Date
 Saturday, October 21, 2006
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 more than 20 mins
Is your call returned?
 Yes

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
I joined freeserve right at the beginning, it was fantastic and I never had any problems even the change over to Wanadoo went smoothly and I enjoyed a reliable connection at all times. Then sadly as Orange took over the service went downhill and my 8mb connection fails continually. I never can get onto my home page in one hit. Its slow,freezes on one window and outlook express doesn't fair much better. I took advantage of the free broadband with Orange mobile but am seriously thinking that its a waste of time and will look for a better ISP if things don't improve.
Product: FreeservePlus [top]
Author
 jussirissanen.wanadoo.co.uk@fs
IP
 Logged
Date
 Wednesday, September 27, 2006
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 more than 20 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
Since the take over of Wanadoo by Orange the service has detiorated dramatically: floodgates for spam have been opened wide and consequently the whole service has become
blacklisted by some spam filters (eg.spews.org.) thus
making e-mails to certain addresses bounce. Any efforts
to contact Orange customer service are next to impossible as no email addresses are given but series of nonfunctional links. During the fall I will definitively
look for another ISP --- this is how I came to Broadband-Help.With best regards. Jussi Rissanen
Product: Standard User [top]
Author
 Pipped
IP
 Logged
Date
 Saturday, September 16, 2006
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 more than 20 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
I was a satisfied Freeserve customer since 1999, I took the 1Mb starter broadband service shortly before the Wanadoo takeover. I had no problems at all up until the Orange rebranding.

Orange emailed me to say that my connection was being upgraded to 8Mb and to expect up to 30 minutes disconnection whilst the LLU migration took place. I was disconnected on the date as advised but the broadband service failed to rematerialise, so I had to engage Orange's Technical and Customer support services.

I can confirm the experiences of other reviewers here. The Technical Support and Customer Support is truly the worst I have ever encountered in over 15 years of dealing with commercial and residential ISPs, or, for that matter, any organisation offering a service of any description.

I was left without a working broadband connection for over 6 weeks. Orange technical support could not actually manage to get their own engineering team to investigate the problem, and I wasactually advised by a Technical Support person to cancel my account and sign up with another ISP, as there was nothing that he could do that would not involve a repetition of the failed steps already taken to try to investigate and resolve the problem.

I took this advice and signed up with another ISP, a delay of a further 3 weeks without broadband. The new service worked from day one, over the same BT line and with no change of equipment or software in my home.

Whilst trying to get Orange to fix the fault, I had to make over 40 phone calls at national rate totaling in excess of seven hours, over half of which was spent listening to music on hold.

Orange have no concept of problem ownership within the technical support team. It is left for the customer to ensure that fault diagnosis is taking place or to seek updates on progress.

I can also endorse the comments about the extension number lottery. On several occasions I was given the tech support person's extension number, but there is no published method of ensuring that calls are routed to a specific call centre, nor can one call centre redirect calls to another, despite Orange's main business being a Telecoms provider.

I did encounter some competent and caring operators, but most were indifferent or completely incompetent. The good ones were unable to be as helpful as they would wish due to procedural limitations imposed by the company. Customer call-backs require special permission for example, and operators are not encouraged to follow individual cases over time, and, for example, check that engineering are investigating faults over a period of days. They are not allowed to communicate with customers by email, nor can customers report faults or track fault progress via anything other than telephone or written correspondence.

Customer Service apparently cannot access the Technical Support fault system, so cannot see the customer call history or contribute to the dialogue. They can make commercial gestures - free upgrades and compensation for example, but this alone is inadequate.

There is a whole website, www.orangeproblems.co.uk, with a huge and growing number of similar stories. Orange themselves, despite being aware of these problems, appear to be complacent and content with this situation. A growing number of customers are not.
Product: Active User [top]
Author
 Rookie
IP
 Logged
Date
 Sunday, September 03, 2006
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 11 to 19 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
I echo the sentiments of many of the other customers here. The service of Freeserve and Wanadoo was fine. I had very few problems with these companies during my 3-4 years membership. Following the conversion to Orange and the upgrading of the lines, my internet dropped out. This was 2 months ago and I have still not resolved the problem and so I have left the company.

If the technical side of the company weren't bad enough, i would agree with the comments from the reviewers below, that Orange have THE WORST customer service I have ever experienced. Problems include:

a) no communication between the 'front-line' and the technical staff, so that basic line tests are simply run without any kind of review of all the other troubleshooting that's already gone on
b) this is in part related to the fact that technical staff rely on notes inputted by call centre staff - either the call centre staff don't input the problems experienced and troubleshooting options covered completely (and neither do they have any incentive to, because they're not going to deal with you the next time you phone up) or the technical staff can't be bothered to read the notes inputted
c) a serious amount of incompetence on behalf of some call centre staff, who did not inform me that there were problems with their exchanges until about the 3rd week of being offline.
d) silly policies from call centre staff like giving you an extension number which gives you the illusion of direct person to person contact. The problem with that is they operate many different call centres from the same number, so you phone the generic helpline, get through to e.g. Middlesborough rather than Rotherham and you realise the extension number you had for the person in Rotherham can't be used. You then ask the person in Middlesborough to put you through directly to the call centre in Rotherham - and they inform you that they cannot perform this task. You ask how you might get in touch with the person in Rotherham. The response???? "Keep dialling the generic helpline on the offchance you get put through to Rotherham". ie you've got a 1 in 8 chance of getting through to the call centre which is home to to the person who's working on your case; and with waits of up to 20 minutes on each call - you can see how frustrating this all became.
e) the usual - they were terribly slow at sending me the MAC code

Key lesson - NEVER, EVER TOUCH ORANGE WITH A BARGE POLE IF YOU WANT AN INTERNET SERVICE THAT WORKS AND A CUSTOMER SERVICE NETWORK THAT DOESNT TAKE 10 YEARS OFF YOUR LIFE.
Product: Active User [top]
Author
 jacmurphy
IP
 Logged
Date
 Friday, September 01, 2006
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 more than 20 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
Unfortunately my experience is the same as other users. I experienced very little problems until orange took over and upgraded the line. I then had the same problems with others constantly losing disconnection and being told it was my router ( which was fine until they upgraded) ****py customer support who speak to you as if you are a moron. when I had finally had enough I was given a MAC code that wasn't accepted by my new ISP and so was without broadband for 3 weeks. My new ISP Toucan are no better after 1 week i have found out that their unlimited service is actually limited. I am at a loss as to what to do as after reading various review sites I am unable to find any ISP that appears to offer what they claim to.
Product: Heavy User [top]
Author
 Mrs Squizza
IP
 Logged
Date
 Sunday, August 27, 2006
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 1 to 5 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
Do not go near them with the longest of bargepoles.
Freeserve were fine, Wanadoo were fine too... But now it's all gone very wrong.

I cannot begin to catalogue all the problems I have had as life is just too short and I have already wasted enough time holding onto the line for Customer Services and Tech Support... Had no Broadband since July 17th when they said the did a line upgrade.

They had me crawling over the floor changind leads and cables and DSL filters. They must've been splitting their sides on the other end of the line knowing full well that it was none of these things that were wrong. Even re-installed my drivers on their suggestion. What a total waste of time.

Just grateful I was no longer in a contract with them and got away from them as soon as I could... But it was like trying to get away from a big ball of glue! It took ages.
Back with BT now and no problems so far... And good customer service.
I have been told lies by Orange. All sorts of reasons were put forward to me and all sorts of promises and now I hear that a mate of mine round the corner is having the same problems. It's all to do with this LLU line.
Honestly, save yourself the heartache and DO NOT GO THERE!
Product: Standard User [top]
Author
 jimxingu
IP
 Logged
Date
 Thursday, August 24, 2006
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 more than 20 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
Where do I begin?

Shocking, shocking, shocking, shocking customer service. The very, very worst I have ever come across. Period.

I've been without my internet connection for six weeks plus now and am no nearer to resolution.

There is a fault on my BT line - the problem was (eventually) escalated to BT after a month; since then, nothing doing. Getting hold of orange staff is an exercise that would try the patience of a saint. Callbacks don't materialise. Call centres are unable to communicate with one another. I have been cut off when call centre staff have deemed my call to be too complicated. I have waited for - literally - hours at a time to get through to both customer and technical support. Staff have agreed with me that service has been unacceptable, but neither have the tools, processes nor wherewithall to help.

To compound matters, I had been a subscriber to Freeserve and Wanadoo for over two years prior to their being taken over by orange. I am also an orange mobile phone subscriber!!!

I've been in a queue for twenty minutes whilst typing this. I've just been cut off. Plus la change.

If you have any thoughts of subscribing to orange, you would do very well to heed my warnings. They are the single most ineffectual, uncaring, monolithic rabble with whom I have ever had the displeasure of doing business.

If you choose them as your ISP, may God have mercy on you!
Product: Standard User [top]
Author
 rippedoffbyorange
IP
 Logged
Date
 Thursday, July 27, 2006
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 more than 20 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
Orange broadband formerly Wanadoo. I have been a customer for 2 years and was very pleased with the service.Since the service has been taken over by Orange it has recently become a daily occurrence to not be able to gain a connection,this has lasted for 3 hours each time.Between 5pm to 8pm is the usual time of no service available and when you attempt to contact customer support you are on hold for an hour than you are cut off.If you intend to use the service for long distance studying or work like myself forget it. If you intend to pay monthly expect to get what you are paying for not with Orange, not being able to access the internet when you really need to is poor.
It is free to mobile phone customers now but the hassle is not worth it.
Product: Standard User [top]
Author
 sarge2sav
IP
 Logged
Date
 Saturday, July 22, 2006
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 6 to 10 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
Orange really are the worst ISP on earth! Before with Freeserve/Wanadoo I had little to no problems and as I live at the end of our exchange range wise am limited to broadband speed anyway.

But ever since Orange have taken the reins the ISP has gone to hell in a handbag! After finally thinking enough is enough I looked around and decided I would migrate to AOL (whom I had left to join Freeserve because AOL were expensive).

AOL now offer 1MBPS broadband (which is the best my line will support due to distance from exchange anyway) at £14.99 per month with support for wireless (which was previously lacking).

Anyway rang Orange for my MAC code and was told this could take up to 48 hours via email. After 48 hours no sign of my MAC code so rang them back and after 15 minutes of being on hold was told that there was no record of my original request on the system so I would have to wait up to another 48 hours, great! Rang them back again only to be told that there was a "backlog of MAC codes waiting to be processed" and I should get my code by Monday!!

Looks as though people are voting with their keyboards and leaving in droves, I know for sure that no matter how bad things get I will never ever consider going back to Orange!
Product: FreeservePlus [top]
Author
 xz746
IP
 Logged
Date
 Friday, July 14, 2006
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 1 to 5 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
I have noticed that it is becoming more difficult to get hold of the custom service after the Orange took over from wanadoo.
My connection was being cut off constantly after the upgrade in March and the problem was only solved (not yet 100%) very recently. Because there is no call back service, I had to call them all the time, and everytime, one has to go through all the security questions, and it is very difficult to get back to the same person you spoke to just a few minutes ago. After finding out that Technical support based in Middlesbrough are much better than anywhere else, I basically ask where they are based and hang up if it is not Middlesbrough.
Product: Standard User [top]
Author
 howecrunch
IP
 Logged
Date
 Sunday, May 28, 2006
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 more than 20 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
This has to be the worst internet company on this planet.

There call centre staff are a bunch of Monkeys who wouldn't even know how to work a computer let alone offer advice about the internet!!!!

I totaly understand how all these other people that have commented on their service feel - customer services blaming technical support, having to redial premium numbers god knows how many times, not offering any advice, not taking responsibility, moving house and not getting reconnected & even calling a call centre in India - the list is absolutely endless and its all happened to me too.

I think the highlight has to be one of them advising me I can connect to their service without a BT phone line installed!!!!! Errr is this not what they advertise - BT line required!!!!

I was with AOL dial-up for years before I switched over, but I thought AOL broadband was a bit too expensive compared to the rest of the market. However choosing Wanadoo was the worst decision I have ever made, and I so so wish I stayed with AOL. Even though they are more expensive, you get what you pay for.

Unfortunately I sill have a six month sentence left with them & of course they have threatened me with legal action if i cancel my direct debit.

After reading all these reviews and your still considering using "**** A DOO" (as i have nick named them) do yourself a favour DON'T!!!!!!!!
Product: Standard User [top]
Author
 Katbrenke
IP
 Logged
Date
 Thursday, April 20, 2006
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 more than 20 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
Wanadoo are the worst company I have ever had the displeasure of having to deal with. Their 'helpline' is premium rate, each of the customer service reps tries to fob you off to another number, almost every single time I have called I have been told that this is not their area, it is a technical/customer service issue, please redial with this number and then told by the second number the same thing and to go right back. The second phone line has never worked proerly, despite repeated phone calls and discussions. I have spent hours and I dread to think how much on phone costs to be told 'that's not my problem' by a particularly incompetent rep. They cancelled my phone line without my permission or request, meaning I had to change my number, have changed my billing tariff without consulting me, and now claim I have to pay them £4 a month to rent their livebox, which was never ever mentioned previously. Do not join them unless you enjoy spending hours on end banging your head against a brick wall.
Product: Standard User [top]
Author
 ashmo
IP
 Logged
Date
 Tuesday, February 28, 2006
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 6 to 10 mins
Is your call returned?
 Yes

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
Wandoo are the worst broadband providers in my area, It never worked for me and every one I know who has wandoo they says it never works for them.
Product: Active User [top]
Author
 ianstaley
IP
 Logged
Date
 Thursday, December 29, 2005
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 1 to 5 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
I requested an upgrade to 2 Mbit from 1 meg, for this service they charge a new user 14 pounds a month, i pay 17 pounds for 1 meg, to upgrade it would cost an extra 20 pounds and take a minimum of ten days, however in October I changed my telephone provider from BT to Talk Talk. Talk Talk rent lines from BT. so no number change was required, however, on the 6th of December Wanadoo cut and blocked the adsl portion of the line, since then they have taken the money from my bank, and have refused to upgrade or rmove the lock on my adsl line? this is nothing more than hijacking my line. they refuse to give me a MAC code to migrate my connection or even reset the line. They steal my mony and then refuse to supply me with the Broadband that i have PREPAID.

Dont go to this company, they will monopolise YOUER line at your cost, any changes to the line ie upgrade moving house or other changes will cost you 20 pounds every time. This doesnt happen in Holland, Belgium, Germany or France, there any changes or upgrades are FREE.
This company in my opinion are just a bunch of crooks.

They dont listen when you phone, the dont reply to mails except with automated replies and dont answer letters.
this company is just a load of **** and should be avoided like the plague.
ian staley
Product: FreeservePlus [top]
Author
 Ritey
IP
 Logged
Date
 Saturday, August 13, 2005
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 more than 20 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
Dont do it! Under no circumsatnces sign up to Wanadoo (or more aptly named - CantDo, or WontDo). Having moved, it took a month before I had to contact them to ask where my connection was, and they admitted they hadn't oredered it on my new line! Another 2 weeks later, it finally arrives and guess what - it was the 512K Service, despite them billing me for the last 6 weeks at the 1Mb Service. Now today, I receive a letter saying that I have exceeded my download limit - How can I when I havent even been connected!
As soon as they sort my regrade to the 1Mb service, then it will be GOODBYE and GOOD RIDANCE to "WontDo".

UPDATE: Well the 10 working days have elapsed and still no 1Mb service so I phoned them - "Oh, the regrade hasn't been passed to BT" - The whole company are a joke.

UPDATE 2: Well I have kicked these idiots into touch, and now have a trouble free Freedom2Surf account. Just a shame that WontDoo seem unable to grasp the meaning of "CANCELLATION", they still seem to want to take money from me. Had to put a stop to that by removing credit card payment authority. And they wonder why I left!!!!

DONT UNDER ANY CIRCUMSTANCES SIGN UP WITH THIS BUNCH OF COWBOYS!!!!!
Product: FreeservePlus [top]
Author
 DavidB
IP
 Logged
Date
 Monday, March 29, 2004
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 Unknown
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
As an existing Freeserve Anytime customer you would think that the offer of upgrading to 10 x Broadband for £19,99 would be good value. Well it would if it worked
After installing the software, and connecting the speed touch ‘frog’, you then wait for two weeks. Absolutely no communication from them, except an email to say they have debited your credit card for the aforementioned £19.99.
Several phone calls to Freeserve Customer Services (LoL), and again to Freeserve Technical Desk (RoFLoL), I still have no connection, and no prospect of one. But of course that doesn’t matter to them, because they already have my money for a service they have not provided.
I have asked for someone senior at Freeserve to phone me and explain their atrocious Broadband service, to also put the money back in my credit card account and to send someone to pick up their ‘frog’ modem.
No call as yet.
Do NOT deal with FREESERVE. It is an awful company. If they offer to send you a green eyed frog for £19.99, tell them where to put it.
Hope this helps
Product: FreeservePlus [top]
Author
 mrmenangry
IP
 Logged
Date
 Saturday, October 04, 2003
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 1 to 5 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
opted for the freeserve package as i was already on anytime tariff so got the modem and connection free just had to pay monthly subscription. I have had no problems what so ever modem arrived within a week installed the software straight away 1/2 hour later i had the broadband connection online and haven't looked back since would recomend to other people if they are with freeserve on 56k if the free modem and connection is still being given as it cuts a lot of cost out of the equation.
Product: FreeservePlus [top]
Author
 manick89
IP
 Logged
Date
 Thursday, October 02, 2003
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 less than 1 min
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
I had freeserve bb for over a year and thay were very good with a high up and down speed but I have my own full rate adsl modem so I dont know what thay are like geting the modems to you
Product: FreeservePlus [top]
Author
 hoffy
IP
 Logged
Date
 Tuesday, May 27, 2003
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 6 to 10 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
All of Freeserve's advertising information says that you will be connected within 10 working days. I ordered Freeserve Broadband on the 29th of April, and after a dozen phone calls to Freeserve I'm still waiting! The modem turned up, but only after I called enquiring where it was after the 10 days had passed. Then I was promised that the connection would be ready on the 13th of May, then the 21st of May, then the 23rd of May, and hopefully today (the 27th of May) However I'm not overly optimistic about this actually happening. I have had my credit card charged by Freeserve for the last month already. The helpline people have not been helpful and say there is nothing they can do. If I wasn't signed into a 12 month contract with them, I definitely wouldn't be staying with them. I wish I had found this website earlier, and gone with BISCIT!!
Product: FreeservePlus [top]
Author
 pgtips
IP
 Logged
Date
 Tuesday, May 20, 2003
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 1 to 5 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
Abysmal! Been a loyal customer for years and decided to take advantage of the modem, connection offer. Ordered on the phone and was told 10 days max till I was experiencing a 'better internet'.

11 weeks later, 2 'welcome to freeserve broadband' emails but no modem. 13 phone calls, have taken 2 payments from my bank and all I get is 'oh!, the modem has not been sent, I will re send it' and then nothing. Most of the staff are ok but a couple are incredibly snotty and just make things worse. 1 even told me that the connection had been done so I should be grateful. What good is a connection without a modem?

Said goodbye to freeserve today, been informed still no order processed for the modem after 11 weeks so at best 2 more weeks wait. I have had enough.
Orange broadband
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