Intrigued by all the bad-mouthing for Orange's broadband service. So far as I know they don't have any of their own hardware (abandoned LLU) and just resell BT; so not much point in attacking speed /dropouts etc as an Orange issue. Agree that the Indian call centre is pretty useless... as soon as your problem drops off their card of set answers they are pretty much lost and mostly can't be understood anyway, as they are far from fluent in English. However, if the problem is with the line (which it usually is), the best plan is to talk to the telephone CS staff (UK), who are absolutely fine. They will take you through line checks, get you to ensure that your own wiring isn't the problem if possible (so you don't get charged by BT if it is) and then organise a BT engineer if a line fault is confirmed.
Having said that, as soon as my Orange contract finishes I'll be moving to Sky, as LLU providers will normally give a meg or two better speeds than BT, and with Sky I'll get the Anytime+ support.
Orange Broadband Reviews
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mick, well we all have our opinions on the subject of orange, or any IPS provider, and i can only express what trouble i am having with orange, and to warn other people, what there are likely to experience with orange.in the end people make up there own mind, as i have said i was with talktalk before and i thought there where bad enough, but orange make talktalk look good, i have just been trying to watch a program on the iplayer and it just keeps tell me not enough bandwidth, so turned it off, my download speed at moment is 0.5 klb, and it will be till 1.30 in morning, orange have to many customers and are running over capacity for the lines there have, but there wont admit to it, orange is cheap and very nasty, and it needs sorting out, you can't cancel as it cost you to much to get out of your so called contract, read other reviews on that,
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sorry to disagree with the majority but i find orange brilliant.I have been with them for three years without any serious issues,and i will stop with them until they give me any.Download speeds are good and balanced and i have had no probs with emailing,but to be fair i also use hotmail and aol for emailing.I was with aol for 10 years before coming over to orange,and believe me,they were terrible.
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hi all, just to keep you imfromed with a update on my download speed, well its still the same, it took nearly 2 weeks to download a 700mb movie, as im been throttled by orange for downloading to much, but there won`t admit to it, ive had pleaty off exchanges about it with them, there just put the phone down on you.When you frist enqire out orange, there will go out of there way to get you signd up, BUT DONT BELIVE A WORD THERE SAY ITS ALL LIE`S, as you will find out, the frist month will be great, THEN, soon as there find out what type of user you are, WELL YOU WILL FIND OUT, do not belive this CRAP, about unlimited downloads, cos that dos`e not exist,i cannot waite to get rid of them
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Hi everyone, ive been reading this thread and just wanted to give an opinion too as ive been considering bundling my mobile, broadband and home phone all into one with Orange at £27.75 a month.
Ive had their broadband now for around 9yrs, since the days of Freeserve...then Wannadoo etc. I upgraded to broadband in 2005, junked the Livebox before even unboxing it and used a Netgear router instead.
I can honestly say that my experiences with both customer support and tech were worse than a call i made on behalf of someone to TalkTalk...and thats a BAD EXPERIENCE!! However, that was years ago so i couldnt comment on their service now but from the comments i doubt its got any better.
BUT, on the flip side i never have to call them (unless of course its to tell them that im thinking of leaving and then they ply you with 3 months free broadband which is a bonus) as my connection is faultless.
Admittedly i have an exchange outside the next door neighbours house but i get a connection 24hrs a day 365 days of the year at a current speed of 10.4mbps which only wavers slightly at peak times.
Yes ive lost my connection on a number of occasions but its always been due to the flimsy ribbon cable that runs under the carpet from the filter to the router...and that still runs 10.4mbps! Once i had a dodgy line into the house due to high winds but thats it.
I do however pay £20 a month for my connection alone so im thinking if i get the cheaper deal they'll just cap my usage so i think i'll save my money another way...if it aint broken dont fix it :) -
I wrote a review on here back in august 2011 complaining about them. Just thought I would tell people about how my problem was resolved. Just as BT were about to tag my house with a "cannot get broadband" label because I had them out 3 times for the same issue the BT engineer decided as a last minute thing to check the small plastic thing shaped like a sausage attached to the line just before it enters the house and found water had leaked into it. He changed it and my broadband shot up from dial up speeds to 7meg. Orange limited me to 5meg because they said they didnt want to push the line too hard. After all that grief all it was needing was that little black box changed, simple! Obviously the actual problem wasnt oranges fault but the 2 previous engineers who didnt think of it (and the first engineer was the same guy that came the third time and fixed it) when they were out but the hassle I had with orange tech support was way over complicated and mind numbing. Apparently they wait a certain amount of time and if the fault still exists you finally get through to support level 3 who actually finally did their best to help me, why not just put people through to level 3 in the first place and do away with level 1 and 2 is beyond me.
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I've been with them since the early Freeserve days - never had a problem with Freeserve or Wanadoo, and Orange was fine at first. But this past year Orange have been losing about half my incoming emails. I rang the call centre in Mumbai and spoke to a pleasant woman who had me doing various obvious things that I'd already tried. Pointless. Eventually she said that ORANGE DO HAVE A PROBLEM and did not know when it would be fixed. My contract is up at the end of next month, and I'll be off. Don't touch Orange, they're rubbish and they don't give a stuff!
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Same problem with Orange in France, ie, connection keeps dropping. The service was excellent up until 2012. I initially thought it was my laptop, then the Orange Livebox, then a line problem but now realise that Orange cannot cope with presumably over capacity. I'm off to the local Orange shop on Monday to ear-bash them and cancel my contract unless they sort the problem out. Nothing like a bit of face to face confrontation to resolve an issue.
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please every body read these review as there are 100% correct, orange is by far the worst broadband supplier you will ever come across there make talktalk look brill, the customer service site is crap, the Indian call centers are out of this world, there haven't a clue what there talking about, and orange English call centers are just as bad, there will liar to you and try to get you to do all sorts that are not relevant to what you have phoned about, if you download a lot or use your computer a lot, WELL DONT TOUCH THEM, there will eventually cap you or if you can get them to admit it, TRAFFIC MANAGEMENT its called all the same, there will liar to you that it doesn't exist, but believe it dose, as i can't download anything now,you will be for ever having to turn the Internet off and on to get a connection, and if you have external equipment it will not register on your computer sometimes, you will have to turn on and off the internet, i could go on all day about orange, ILL JUST SAY AGAIN DO NOT TOUCH THEM.
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I live in London, zone 1, south kensington: don't ever sign a contract with these arrogant people.. they have been charging me for 4 months but never provided a service as they 'run out of capacity', so they asked me to wait 1 month to fix the problem, but they never did. I interrupted my contract but they want to charge me a 55£ cancellation fee! My internet connection has a steady download speed of 0.13Mbps! Their call centre is useless, they answer after 45 minutes in average when you call technical support, but answer immediately if you want to subscribe to their 'service'. you will be left alone without internet connection, and when you call them they'll keep you about 3 hours doing stupid things such as switching off and on the modem, even if you describe the problem in detail to them; you need to escalate your query to at least level 4 if you want to speak to somebody who actually understands something about a broadband link (and it will take you minimum 2 hours to get there ). They keep accepting customers without having capacity! They took 2 months to connect me when they promised to do it in 5 working days; they gave me 3Mbps for a few weeks at the beginning (while I had rights to interrupt my contract without penalties) and then they cut me down to 0.13Mbps permanently. Guys, don't do it. They have driven me mad all the times I called the customer centre, and their main objective when you call them is to hang out, with excuses such as "now i want you to watch the lights on your modem for 3 hours, and then ring me back", or "now you should do 3 speed tests in the next hour, and then ring me back".
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I'm having the same problems of slow speeds and the connection dropping on a frequent basis. I'm on an 8mb connection via a BT line and normally get at least 5-6mb. For the last few weeks I've been lucky to get 3mb and 1.5 is more usual. That plays havoc with things like the iPlayer which keeps buffering and stopping.
It would be nice if Orange could, at least, say they have a problem.
This did happen a couple of months back when they upgraded things and then settled down again but why don't they just tell us what's going on.
There's no problems with the exchanges (so they say), just with Orange. -
Orange is a terrible service. I could sit here all day writing about it. Currently im experiencing total blackout, no connectivity at all. Ive given up trying to turn my system on/off etc as its clear the problem is with their network, for example if I wait a few hours it might come back on. Currently im tethered to my phone, but thats not ideal or a realistic option. The call center is in India and they are totally incapable of handling angry people. Ihave written to them directly 3 times now and they dont respond. Other issues include them randomly changing my phone number which meant I went weeks with lost calls and then had to reprint all stationery and inform people of the change. As such you cant use their router phone without taking into account that the number could be dynamically changed at any time. The quality of the router is poor. Mine physically burnt out last year, it was all black down the side, fortunatly it didnt catch fire, but it still worked in a fashion. HOWEVER - I dont think this is their service, I beleive they are involved in DOS attacks on people that spend a lot of time at home. I think its deliberate and designed to force you to do something like go outside or get a life etc. The outages are too well timed and unbelievable. I had better consistency with dial up which could be left on for days. I have several services that require my IP address. If it changes then I have to log in again. However, if Orange cuts out every hour im forever logging back in. I recently spent 3 hours downloading 94mb via an ftp account. The issue was that it was about 10000 small gif files, not one file of 94mb. This meant that I had to reset the ftp connection about 10 times as each file grab was a seperate process and Orange just made a meal of it. Not recommended. Unfortunatly im stuck as I dont trust any of them. I have a second home and its a total blessing to go to Florida and use my Verizon connection on a fixed IP that stays up all the time, generally 3 weeks. As such, I think the only option is to move house or avoid the attention of the internet police who are, I believe, engineering these DOS attacks on regular people like me, people that spend a lot of time online and dont go to the shops to buy tat very much.
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Orange broadband is pathetic!. I have been with Orange for about 3 of years, previously i was with Sky. Initially the service was good, on par with Sky at least. Since the start of 2011, the service has become terrible, every few weeks, there seems to be frequent signal drops, the inconvenience can last from a few hours, to days, on occasions. Rang Orange a number of times and they always deflect the issue, by requesting you to reset the router, i have the Siemens Gigabyte, if that dosen't work they tend to blame your equipment and wiring, to eliminate this concern, i have changed all my cabling, but to no avail. I even foolishly upgraded my package, that hasn't worked either.
The download speeds are nothing short of woeful, i used to achieve around 4-6Mb up until the end of 2010. Recently i am lucky, to be getting over 1Mb at the best of times, and as slow as 140Kb, struggling to open website pages, pointless watching video, speeds are just too slow.
Come on Orange, get your act together, your in danger of losing loyal customers......not a happy bunny! -
Wow, I thought it was just my old, overused Linksys router - obviously not after reading all the comments. I have the EXACT SAME problems people report on here - with connections dropping every 10 minutes lasting several hours; and I'd say 2 days out of 7, which makes 8 days of frustration every single month. That means it's pretty much impossible to stream things, download files continuously or pretty much to do any work/research with the internet. On average all adding up I'd say there's the equivalent of 1 day downtime overall in a week and about 500 want-to-smash-your-router-and-strangle-Orange moments in a week. On top of this, I too have noticed speed dropping on certain days of the month - most likely Orange capping my speed when I've reached a certain download limit - which I don't even think is excessive, pretty standard use. I'm about to move house, so just putting up with them for now, but for any one reading this, I would advise to steer clear of Orange for now, until they sort out the mess. Orange you need to stop wasting money on those Orange cinema adverts - they're getting s**ttier and s**ttier each time, and spend some money on actually improving your broadband service! I really wanted to hit you today
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Having used a number of broadband providers over the years, I must say that Orange has been the worst by quite some distance. The speed is dreadful and, as many others have commented, the 'drops' in connection are so frequent and prolonged that it is extremely frustrating trying to stream or download anything online. I rue the day....
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Orange Broadband is the worst I've ever used. It's slow and what's more it drops connection every ten minutes. The call centre is in India, where no one has solved the problem in four months. And the company has structured themselves so there's no department that's accountable or answerable in any way. I want to cancel my contract and Orange demand that I buy them out despite their entire Broadband being unfit for purpose.
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I have nearly reached the end of my contract with Orange and I am changing isp. I use broadband mainly for e mail and twice this year I have discovered that e mails I send are being blocked by other isps as they are coming from Orange addresses.
Orange then asked me to tell them when a message is not getting to the recipient. Meaning they thought I would have the time to do their work for them by phoning people I e mail to ask if they got the message or if they had not yet read it (if I asked for a read receipt).
They didn't tell me about the problem. I found out myself. They keep saying they are working on it but can't say when it will be resolved. Not good enough, Orange.
I was with Tiscali before and they were fine till they merged with Talk Talk. I think I'll give BT a try. Other family members seem happy with that. -
Fantastic. Switched from Virgin to Orange as kept getting cut off if used iplayer on TV. No interuptions with Orange and 11 Mb actual. As Orange mobile holders only cost £22.50 for unlimited broadband, inclusive calls and line rental, less than we paid BT just for phone. Got £50 Sainsburys vouchers for swopping and they sorted the phone move and we cancelled the Virgin broadband. Soooo satisfied.
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been with orange 2 months for my broadband & 4 months with my phone & i will tell you now, don't touch orange, phone not very good, broadband very slow, & if you download a lot your speed will be capped, my speed drops at 15 30 till 01 30 in the morning, in that time you will get download speeds of 0.1 to 0.3 klb, there say unlimited downloads, but that is a lot of toss, i am forever having to turn it off & on at maines,& when you talk to tech support beware there haven't a clue,i was with talktalk a few years, & believe me this company make talktalk look good, & most people know what talktalk is like, shall be getting rid of them when contract up, beware don't touch them
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Out of all the services Orange is by a mile the WORST company!! Do not ever go with them. I was getting an awfully poor internet speed i couldnt even get my playstation to connect! When i complained there excuse was because its not in the main hub i will not get a high speed. I wasnt told this and after calling constantly every single day for atleast an hour i managed to talk to a man that finally spoke some sense and cancelled my subscription free of charge.. I wouldnt trust this company at all. AVOID at all costs unless you want to be ripped off!!
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@Chris "as their customer support dept proves on a daily basis even with angry shouting abusive customers calling day in and day out"
And why do they have angry customers calling them day in and day out? Because both their customer service and technical service suck, big time, as does their product. I got great service from Freeserve and from Wanadoo, but when Orange took over, it went downhill rapidly. I made the mistake of upgrading to their "up to 20Mbps service" 18 months ago, what a joke, they actually downgraded me from 2Mbps to to less than 1Mbps at first, and it took two months of incessant phone calls, bullying, and finally an email to the CEO, before anything was done about it. All along, until they suddenly managed to sort it out, they insisted that 1Mbps was the best that my line could give me, in spite of having seen connection speeds of 8Mbps at least a year before when they were trialling the faster services, and in spite of BT saying that the line could support at least 16Mbps. Even now, I rarely get more than 10Mbps, which often drops to 4Mbps or less at peak times.
My contract expires in a few days time, and guess what, I am off. To a provider with UK based call centre, and one that understands that "customer" and "service" are actually two words that can exist in the same sentence. -
i have had a chance to read alot of the comments left here and alot of people seem to confuse tech support with customer support the tech dept isnt ther for customer service it is there to fix problems that people may have with there broadband and router/filters
orange customer support how ever are the leading customer serivce dept in any broadband company where they offer respect and treat you like a person rather then a customer alot of peoples angry comments are about tech depts people forget that the people who work on these depts are ther to find and fix a problem with your service and it dose not help the ammount of customers that come though shouting about ther problems and this qoute from someones comment
"Orange is committed to brilliant customer service"
is very well true as ther customer support dept proves on a dayly basis even with angry shouting abusive customers calling day in and day out. -
Having read the reviews of Orange broadband and their customer service with some nervousness. I decided to be different and keep my old ADSL modem. Managed to get to their tech support in under 3 minutes. The foreign gentleman wished to walk me through setting up the modem they had sent, but quickly agreed to provide my VPI, VCI, username and password. From there on connecting was straightforward. I did have to switch from a fixed DNS to getting it automatically from the ISP.
Basically very happy. -
They are pretty awful, I have two Macs and two PCs - if you have a Mac, good luck, they don't have a clue about them! Their customer services are dreadful, sometimes they can't even understand what you're saying, they have answers they can't deviate from, and wouldn't know what to do if they did.
Oh, and thanks for throttling my line to 9kb.
"Turn it off, and turn it back on again", are you joking me, did you go to the same training centre as the Curry's call centre staff.
Avoid, go with Talk Talk, that's where we're headed.
Bye, bye Orange, smell you later. -
Answer to Dean's question.
0844 873 8586 - Karen Oxley - Correspondence Dept.
You may also try the freephone Numbers
0800 294 5611
0800 980 1492 -
but can anybody get an e mail or direct line to cancel. I want to cancel for 6 months, never had a problem while I am in Mallorca with the service. But I am only here for 6 months a year
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Unbelievably bad customer service; unable to resolve faults or do anything beyond reading from a crib sheet - this includes returning calls when they promise to do so. Impossible to speak to a supervisor and they will fob you off continually. The worst customer service I have ever experienced.
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I was handed down from Freeserve through Wanadoo to this Orange. When it first started it was not bad with free land line phone calls, free phone calls to 100 countries, free calls to Orange mobiles. It has gradually changed by withdrawing services from early 2011. I was informed in June this year that Service for Free calls to 27 EU countries, US and Australia is still maintained but the remaining countries have been withdrawn, free calls to Orange mobiles remains the same. However I noticed a couple of months later they have been charging me for phone calls to Orange mobiles. I wrote to them and they replied that they made a mistake. That was a very bad business practice, saying one thing and doing another.
Speed wise it was not bad all along but from yesterday 17-10-2011 the speed has gone down to average 5kb/sec. This happened on and off previously but it has become constant. It took 7 minutes to load BBC Science and Nature page. I can no longer watch on line short videos. I think I have to leave Orange. But I don't know where to go, in case from frying pan into fire. They all are the same. Can anyone advise please? -
My wife started with orange a couple of years ago when she got sick of BT, they were ok at first, the livebox has always been rubbish and is awkward to use, but the speeds were ok, not mega fast but enough( 4 to 5 Meg). but now it is just so slow, i try to stream tv and it is just unwatchable. yesterday i got 1 meg for 5 mins but went as low as 0.2. If orange are going to slow your service surely they need to tell you they are doing this.
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Had it 3 month now such a great product got a phone call about 3 month a go from a scottish boy called paul what a saving I have been making
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Home Broadband Awards 2011
- Reliability
- 68%
- Technical support
- 46%
- Customer service
- 55%
- Speed satisfaction
- 55%
- Would recommend
- 67%
- Overall rating
3 stars
Jan 2011
Data sourced for Broadband Genie by OnePoll
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