Orange refusing to upgrade to 8Mb and enable VOIP

Has anyone had similar problems?

I signed up to Orange Unlimited in December, they said that despite being
provisioned at 2Mb they would then be able to upgrade the speed of the line.

Over a month later, they are now telling me that 2Mb is the fastest they can
operate my line that (this is absolute tosh and the livebox's own stats
prove this) and they say that due to problems with the VOIP service they
can't look in to individual cases (my VOIP is disabled with no number
assigned).

I then asked them to cancel the account (would rather go to another provider
who can primarily provide faster ADSL), but they are refusing to stick and
just quoting the 12 month contract line.

Does anyone know if there is any way to progress this stalemate?

Thanks,
Ian

"Ian McMillan" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
> Has anyone had similar problems?
>
> I signed up to Orange Unlimited in December, they said that despite being
> provisioned at 2Mb they would then be able to upgrade the speed of the
> line.
>
> Over a month later, they are now telling me that 2Mb is the fastest they
> can operate my line that (this is absolute tosh and the livebox's own
> stats prove this) and they say that due to problems with the VOIP service
> they can't look in to individual cases (my VOIP is disabled with no number
> assigned).
>
> I then asked them to cancel the account (would rather go to another
> provider who can primarily provide faster ADSL), but they are refusing to
> stick and just quoting the 12 month contract line.
>
> Does anyone know if there is any way to progress this stalemate?
>
> Thanks,
> Ian
>critcher said.................cancel bank payments and sue them for your
>expenses
and lack of contract fulfilment.

"Ian McMillan" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
> Has anyone had similar problems?
>
> I signed up to Orange Unlimited in December, they said that despite being
> provisioned at 2Mb they would then be able to upgrade the speed of the
> line.
>
> Over a month later, they are now telling me that 2Mb is the fastest they
> can operate my line that (this is absolute tosh and the livebox's own
> stats prove this) and they say that due to problems with the VOIP service
> they can't look in to individual cases (my VOIP is disabled with no number
> assigned).
>
> I then asked them to cancel the account (would rather go to another
> provider who can primarily provide faster ADSL), but they are refusing to
> stick and just quoting the 12 month contract line.
>
> Does anyone know if there is any way to progress this stalemate?
>


Put your complaints in writing (use recorded delivery) and if they still
won't play ball try OfCOM.
--
Keith Willcocks
(If you can't laugh at life, it ain't worth living!)

"Ian McMillan" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
> Has anyone had similar problems?
>
> I signed up to Orange Unlimited in December, they said that despite being
> provisioned at 2Mb they would then be able to upgrade the speed of the
> line.
>
> Over a month later, they are now telling me that 2Mb is the fastest they
> can operate my line that (this is absolute tosh and the livebox's own
> stats prove this) and they say that due to problems with the VOIP service
> they can't look in to individual cases (my VOIP is disabled with no number
> assigned).
>
> I then asked them to cancel the account (would rather go to another
> provider who can primarily provide faster ADSL), but they are refusing to
> stick and just quoting the 12 month contract line.
>
> Does anyone know if there is any way to progress this stalemate?
>
> Thanks,
> Ian
>

If you are at deadlock with them, you can apply for dispute resolution here:
http://www.arbitrators.org/cisas/index.asp

Ian McMillan wrote:

> Has anyone had similar problems?
>
> I signed up to Orange Unlimited in December, they said that despite being
> provisioned at 2Mb they would then be able to upgrade the speed of the line.
>
> Over a month later, they are now telling me that 2Mb is the fastest they can
> operate my line that (this is absolute tosh and the livebox's own stats
> prove this) and they say that due to problems with the VOIP service they
> can't look in to individual cases (my VOIP is disabled with no number
> assigned).
>
> I then asked them to cancel the account (would rather go to another provider
> who can primarily provide faster ADSL), but they are refusing to stick and
> just quoting the 12 month contract line.
>
> Does anyone know if there is any way to progress this stalemate?

What does your contract with them say ?

Graham

Eeyore wrote:
> Ian McMillan wrote:
>
>> Has anyone had similar problems?
>>
>> I signed up to Orange Unlimited in December, they said that despite
>> being provisioned at 2Mb they would then be able to upgrade the
>> speed of the line.
>>
>> Over a month later, they are now telling me that 2Mb is the fastest
>> they can operate my line that (this is absolute tosh and the
>> livebox's own stats prove this) and they say that due to problems
>> with the VOIP service they can't look in to individual cases (my
>> VOIP is disabled with no number assigned).
>>
>> I then asked them to cancel the account (would rather go to another
>> provider who can primarily provide faster ADSL), but they are
>> refusing to stick and just quoting the 12 month contract line.
>>
>> Does anyone know if there is any way to progress this stalemate?
>
> What does your contract with them say ?

http://www.orange.co.uk/terms/5506.h...ofusebroadband -
mainly section 4.

I know (and pretty much already knew) I wouldn't have a leg to stand on as
far as the speed goes, but the lack of VOIP is a lack of a paid for service.
Section 7 is their get out clause though.

Ian

tkd wrote:
> "Ian McMillan" <(E-Mail Removed)> wrote in message
> news:(E-Mail Removed)...
>> Has anyone had similar problems?
>>
>> I signed up to Orange Unlimited in December, they said that despite
>> being provisioned at 2Mb they would then be able to upgrade the
>> speed of the line.
>>
>> Over a month later, they are now telling me that 2Mb is the fastest
>> they can operate my line that (this is absolute tosh and the
>> livebox's own stats prove this) and they say that due to problems
>> with the VOIP service they can't look in to individual cases (my
>> VOIP is disabled with no number assigned).
>>
>> I then asked them to cancel the account (would rather go to another
>> provider who can primarily provide faster ADSL), but they are
>> refusing to stick and just quoting the 12 month contract line.
>>
>> Does anyone know if there is any way to progress this stalemate?
>>
>> Thanks,
>> Ian
>>
>
> If you are at deadlock with them, you can apply for dispute
> resolution here: http://www.arbitrators.org/cisas/index.asp

Thanks, this looks good!

Ian

Ian McMillan wrote:

> Eeyore wrote:
> > Ian McMillan wrote:
> >
> >> Has anyone had similar problems?
> >>
> >> I signed up to Orange Unlimited in December, they said that despite
> >> being provisioned at 2Mb they would then be able to upgrade the
> >> speed of the line.
> >>
> >> Over a month later, they are now telling me that 2Mb is the fastest
> >> they can operate my line that (this is absolute tosh and the
> >> livebox's own stats prove this) and they say that due to problems
> >> with the VOIP service they can't look in to individual cases (my
> >> VOIP is disabled with no number assigned).
> >>
> >> I then asked them to cancel the account (would rather go to another
> >> provider who can primarily provide faster ADSL), but they are
> >> refusing to stick and just quoting the 12 month contract line.
> >>
> >> Does anyone know if there is any way to progress this stalemate?
> >
> > What does your contract with them say ?
>
> http://www.orange.co.uk/terms/5506.h...ofusebroadband -
> mainly section 4.
>
> I know (and pretty much already knew) I wouldn't have a leg to stand on as
> far as the speed goes, but the lack of VOIP is a lack of a paid for service.
> Section 7 is their get out clause though.

Their advertising also forms a part of the contract.
http://www.orange.co.uk/time/broadba...0h4onlineoffer

" *Broadband Unlimited gives you a maximum broadband speed of 8 meg, but this can vary dependent on the distance to your local telephone
exchange. We will give you an accurate estimate of the broadband speed that we can provide during the order process. "

It say nothing about restricting it to 2 meg at the exchange. That's the cheaper starter package.

I don't see that much about VOIP at all. Have you got the 'Livebox' ? It's implied if you have, then you should have VOIP.
http://www.orange.co.uk/time/livebox/talk.htm

If you're paying £19.99 and not getting MaxDSL and VOIP, they're breaking their own terms.

Graham

Eeyore wrote:
> Ian McMillan wrote:
>
>> I know (and pretty much already knew) I wouldn't have a leg to stand
>> on as
>> far as the speed goes, but the lack of VOIP is a lack of a paid for
>> service.
>> Section 7 is their get out clause though.
>
> Their advertising also forms a part of the contract.
> http://www.orange.co.uk/time/broadba...0h4onlineoffer
>
> " *Broadband Unlimited gives you a maximum broadband speed of 8 meg,
> but this can vary dependent on the distance to your local telephone
> exchange. We will give you an accurate estimate of the broadband
> speed that we can provide during the order process. "
>
> It say nothing about restricting it to 2 meg at the exchange. That's
> the cheaper starter package.
>
> I don't see that much about VOIP at all. Have you got the 'Livebox' ?
> It's implied if you have, then you should have VOIP.
> http://www.orange.co.uk/time/livebox/talk.htm
>
> If you're paying £19.99 and not getting MaxDSL and VOIP, they're
> breaking their own terms.

I think someone from Orange is reading this, mysteriously my VOIP has been
activated overnight - in the early hours of a Sunday morning, 6 weeks after
registering!

The 2Mb was the stated connection speed on signup - I phoned and asked, and
they said they'd upgrade it once the service was live. I suppose that
aspect is worth the paper its written on...

Cheers,
Ian

Ian McMillan wrote:

> Eeyore wrote:
> > Ian McMillan wrote:
> >
> >> I know (and pretty much already knew) I wouldn't have a leg to stand
> >> on as
> >> far as the speed goes, but the lack of VOIP is a lack of a paid for
> >> service.
> >> Section 7 is their get out clause though.
> >
> > Their advertising also forms a part of the contract.
> > http://www.orange.co.uk/time/broadba...0h4onlineoffer
> >
> > " *Broadband Unlimited gives you a maximum broadband speed of 8 meg,
> > but this can vary dependent on the distance to your local telephone
> > exchange. We will give you an accurate estimate of the broadband
> > speed that we can provide during the order process. "
> >
> > It say nothing about restricting it to 2 meg at the exchange. That's
> > the cheaper starter package.
> >
> > I don't see that much about VOIP at all. Have you got the 'Livebox' ?
> > It's implied if you have, then you should have VOIP.
> > http://www.orange.co.uk/time/livebox/talk.htm
> >
> > If you're paying £19.99 and not getting MaxDSL and VOIP, they're
> > breaking their own terms.
>
> I think someone from Orange is reading this, mysteriously my VOIP has been
> activated overnight - in the early hours of a Sunday morning, 6 weeks after
> registering!
>
> The 2Mb was the stated connection speed on signup - I phoned and asked, and
> they said they'd upgrade it once the service was live. I suppose that
> aspect is worth the paper its written on...

They advertise MaxDSL for the unlimited service so I reckon you should hassle them some more.

Does the broadband otherwise work ok ?

Graham