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Orange / Orange Broadband Customer Service and Service Delivery

1 United Kingdom

Orange Broadband falls over at least once a month. Every time we try to get it fixed, Orange tell us it is our router. Each time, it is the network. When we try to talk to customer service, they blame everyone else, tell us we must wait for a line test and refuse to escalate the problem. The service representatives refuse to let us speak to a supervisor. They also charge us for each call.
So far, they have never fixed a problem. With our last outage we were down for 2 days. We finally fixed the problem ourselves. We turned off the router for 45 minutes which reset the equipment at the telephone exchange.

I have never known such poor service:

* they do not fix problems
* will not escalate
* hang up on you if given half the chance
* have unreliable network connections


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