I wish I could give this less than 1 star but sadly not. Where to start? Ordered fibre broadband at the start of last week. Whilst there was a customer ranting and raving in the Orange store (Arroyo de la miel), it never occurred to us what we might be in store for. Anyhow, engineers turned up the following day and spent about half-a-day doing the install. 24 hours of broadband later it went down. Called customer support that Thursday and was told to turn off and on for 20 mins and the representative would call me back. That call never came and so I phoned them - guy called Paul. He said he'd arrange for an engineers visit within 24 hours. Nothing. Phone them again Friday and the call hadn't been logged. Said they'd log a fresh one and escalate it. Expectation was 24 hours. Nothing so phoned them again Saturday. Was told it was 48 hours. Nothing and the support line was closed Sunday. My wife phoned them Monday and was told 24 hours. Nothing. I phoned them today (Tuesday) and aired my views. Was lied to by the customer support representative who also put the phone down on me. Called back immediately and spoke to another one who said it was 72 hours from the call being logged on Monday!! Err, shouldn't that have been Friday if not the day before? It occurs to me that even if it does get resolved on this occasion, only pain, misery and frustration can be expected from this company in the future. I'm next out there this Thursday and if it isn't resolved will take the hardware back to the store and rip up the contract in their faces. Cancellation fee? You must be joking.*** UPDATE ***so, several phones calls and weeks later they are still lying to us - "somebody will phone to arrange an engineer visit within 2-3 days!!!!!" - nothing again. How can any company treat their customers with this kind of contempt? it's an absolute disgrace. Given them more than ample time to resolve the situation so now it's time for me to resolve it by canceling the contract.
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