Broadband cancellation help....

Wghennessy · 27 Jan 2012 at 13:01

Hello,

Ive had Orange broadband now for 12 days and the speed im getting is shocking. 1.7mb compared to the 5mb they said I would receive. Im trying to cancel it however they are advising i only have a 7 day cooling off period.

I always thought it was 14 but cannot find anything online to say so ??

Anyone have any idea ?

Thanks

Gilly · 27 Jan 2012 at 13:08

Is the 5mb the estimate they gave you, or are you on an 'up to 5mb' package?

Wghennessy · 27 Jan 2012 at 13:11

No the 5mb is the speed they advised when they tested the line. Its on a up to 10mb package.

Ahleckz · 27 Jan 2012 at 13:13

DSR gives you 7 days.

Greebo · 27 Jan 2012 at 13:14

Do Orange guarantee a minimum like SKy do?

We got a letter whcih said we should get between 4mb and 5.5mb but if got less than 3mb then we could cancel at no charge. As it was we get 6mb.

Wghennessy · 27 Jan 2012 at 13:16

I was under the impression this changed in October last year to 14 ?? If thats not the case looks like im stuck.

Gilly · 27 Jan 2012 at 13:18

Wghennessy said:
No the 5mb is the speed they advised when they tested the line. Its on a up to 10mb package.

Get hold of their customer services team and tell them you feel their service was misrepresented and you want to cancel with no fee.

The service you were offered and agreed upon is not the service you are receiving.

Can I ask, have you eliminated all local causes of low speed?

Wghennessy said:
I was under the impression this changed in October last year to 14 ?? If thats not the case looks like im stuck.

No, it's still 7 days, as long as you had written confirmation of the commencement of contract - not having this would extend it to 3 months.

KIA · 27 Jan 2012 at 20:55

Post router stats. Connected to test socket?