Orange Broadband www.orange.co.uk/time Review

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1 stars
Average rating for this product is: 1 out of 5

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desertsky's Review of Orange Broadband www.orange.co.uk/time

8th Jul 2009

Overall Rating

1 stars
  • Value for money
    1 stars
  • Customer Service
    1 stars
  • Reliability
    2 stars
  • Speed Consistency
    1 stars

When the Orange Broadband service works, it is fair. I have never got better than 4.5meg even though they say I should get 6meg where I live. Most often it is around 2.5-3meg.

When it doesn't work, the service and customer support are TERRIBLE! Each time the connection fails, it takes at LEAST one week to get it going again. One incident took 3 weeks to get resolved! Calls to "technical" support are virtually worthless as all they do is read off cue cards. They have NO technical training at all. I proved this by asking technical questions of them (I am very technically qualified) and I either got no answer, or some nonsense answer that I knew was wrong.

I found out that the only way to get through to a UK person is to call them and select the option to leave Orange. Then you will get someone who will tell you anything to keep you from leaving including transferring you to one of the THREE techs who actually seem to know something. Even still, they really can't do anything for you if the routers aren't working. Here is why:

Orange is a reseller of BT Internet. Orange does not own any of the equipment themselves. When there is a problem (get this!), they EMAIL BT with the problem and wait for BT to do whatever they will do, then BT EMAILS back to them. You are promised a call back but you will never get one. You have to call them 24-48 hours later. If it still isn't working, the cycle starts all over again. So, when you call ANY tech support at Orange, you will never be speaking to someone with access to the network! This all was finally admitted to me when I confronted them about the timeframes.

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