I moved home and wanted to cancel Orange Broadband and shop around, but was pursuaded to keep Orange Broadband by their 'Retention Package', offering me six months free internet, and upgrade to Livebox (with cheap second-line calls). I was told my line would be recognised with 48 hours of my signing up to BT, and Broadband would be accessible within 15 days. It turned out I had no BT line in my new place, so I paid £125 for the line to be installed on 27 Dec., then phoned Orange on 28 Dec. for internet to be installed (having already received the equipment). I was told my line was 'too far from the exchange' and I should phone back in 48 hours. I phoned back everyday from 28 Dec. to 17 Jan. and got the same answer. When I asked to cnacel my package, I was told I'd have to pay my year's contract as a penalty. I asked Orange who at BT Wholesale I should call to have my line rectified but Orange said I should not contact BT Wholesale - that is for them to do. I phoned BT Wholesale and they said the same - I must go through Orange. Then I emailed BT Wholesale on this email address: [email protected] as follows:
From: Partington John
Sent: 11 January 2008 13:32
To: BTWholesale Direct G
Subject: Internet access for Orange Broadband
Dear Sir or Madam
I have recently spent £125 to have a BT line installed in my flat in order to access the internet with Orange Broadband. The line was installed on 27 December, but since 28 December Orange has been telling me I am unable to have internet access as I am ‘too far away from the exchange’. However, they say that this is a temporary problem which relies on BT Wholesale to upgrade the line to cope with broadband. I have contacted Orange Broadband almost every day since 28 December, and they keep telling me that I am ‘too far away from the exchange’ – they say they have sent my details to BT Wholesale on several occasions but you have not corrected this situation. I phoned BT customer services and the BT fault line and they say they are not able to contact BT Wholesale on my behalf to rectify this situation. I have now been given this email address by BT customer services and told to contact you for advice, and to request that you enable my line for Broadband. My home phone number is 011*-******* and my address is *********. If you need to contact me, please phone me on 07**-********.
Many thanks for your urgent assistance.
Dr John S. Partington
and within 2 days got this reply:
From: [email protected] [mailto:[email protected]] On Behalf Of [email protected]
Sent: 18 January 2008 13:37
To: Partington John
Subject: RE: 167993 Mr Partington 011*-*******
Many Thanks for your email. The Orange account manager has taken on this issue and Orange should be in contact soon.
That same day my Broadband was working fine.... I would urge anyone being messed about like this by Orange Broadband (or any other ISP) to email BT Wholesale and they seem to be able to fix things. Good luck!