Home Broadband - I have had so many issues it’s impossible to write them all down, but they include re-arranged connection dates, engineers not arriving on days promised even after taking days off of work, a total of nearly 12 hours on the phone to customer services being passed from person to person and answering the same questions, promised call backs that never happen and E-mails that go un answered. I still have on going speed problems that are not solved. Because of this I have decided to leave Orange home phone and Orange broadband as I can’t waste any more time.
Mobile contract – It’s unfortunate that the home my partner and I have moved to doesn’t have Orange or T-mobile signal. However, I was told many times by customer services that it should be. I wanted to leave our contracts as a phone with no signal at home is useless, but was horrified to hear we would have to pay the rest of our contract to be allowed out. Finally, after hours of calls, I had a break through yesterday, speaking to Kevin in the iPhone support team who told me that I am in what is called “An Optimisation” area, and without doubt myself and my partner would be allowed out of our Orange contracts as we are in a black spot where you are turning transmitters off. He later phoned back to say it was all sorted and put me though to disconnections. After a 27 minute wait on hold, disconnections answered and had no notes of his promise, another 17 minutes on hold and I was told they would call back in 24 hrs, of course, with previous experience of Orange I knew this wouldn’t happen, and it didn’t. In clause 4 of the terms and conditions it does say that I can cancel the contract early if Orange cannot provide the service, whether it’s within your control or not – Ofcom have very clear rules on this too. Yes, I appreciate I can use the service elsewhere, but I should be able to use the service in, and around my own home. Is it really fair to bully two of your loyal customers into giving you money just to get out of a service you can no longer properly supply?
The Home Delivery Network changed it's name to Yodel, seemingly to avoid the bad press it was getting. Unfortunately Yodel is no better, and in fact often worse than the service I used to receive from HDN. 20 minute waits to get though to customer srvices. different centres that don't have the same comupter systems so can't track your parcel. Depots that don't answer the phone, emails that dont get replied to and most importantly parceles that never get delivered. How are companies like this allowed to operate?
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