As th title suggests, I been offline for almost 6 weeks wityh Orange and no end in sight. The only certaintly is I will have a coronary with Orange and their appaling customer service.
I do not know where to turn next to get back online. I have received continual broken promises and conflicting information - no one there seems to know what they are doing.
To summarise my experince:
15 April - try to log on to broadband with Speedtouch modem, no connection, ADSL light flashing
16 April - called their technical support, said a line test (Line test 1) would be done to identify the problem
20 April - called for line test update, operator couldn’t shed any light on the test or get me back online, she offered me reduction in my rental to as a goodwill gesture. She also said that my Speedtouch modem couldn’t cope with the speed of the signal so a Livebox would solve the problem which she offered me, I accepted. I asked if this is tying me in to any contract, she confirmed 'no' it was a goodwill gesture, no contract and a solution to get me back online.
23 April - Live box delivered, tried to setup, broadband light flashing fast, guessed this was due to the signal needing to be turned on so waited patiently for a further 10 days.
1 May - broadband light still flashing fast so called customer support, operator said the Livebox signal was switched on so it should work, said I needed another line test (Line test 2) (but why, when this was already done on 16 April?), was told this would take 48hours, then further 48 hours to resolve. I was also offered a further reduction in rental.
3 May - called for line test results, toldthe line test had identified a fault, thought I was getting somewhere! I was promised it would be solved by an engineer in 24hours.
4 May - broad band light still flashing fast and no online, called again. I was now told that the line tests had identified a fault, I said but this is what I was told yesterday and that it would be solved for today. The operator was very arrogant and abrupt and offered no explanation. It would be 5 days for the engineer to fix (why, why, why, when I was told 24hours the day before?). At this point it was clear the problem was not being resolved and I was being given inaccurate information so I called customer services for my MAC code to move to another supplier - this is where things got even worse!
The operator said to get my MAC code I would have to pay a cancellation fee, CANCELLATION FEE??? But why, as I was told on 20 April I would be in no contract with the new Livebox as it was a goodwill gesture simply to get me back online? Apparently I was down on the system as a 6 month contract, therefore on 20 April when I agreed to have the Livebox I was signed up to a contract against my will. I strongly disputed this, but the operated would have none of it.
I couldn’t believe how poor the situation was, not only was I not online for over 2 weeks and getting no where fast but I now found myself tied in to a contact that I shouldn’t have been and no chance of getting my MAC code to go elsewhere! I was put through to another oeprator who said that the fault was NOW in fact with the modem and the settings needed changing (yet another conflicting piece of info).
He gave me the next 6 months free as a goodwill gesture, appreciated but still I would rather have been back online and paying full price! Clearly I was receiving some highly skilled dodging tactics to avoid giving me my MAC code, sorry to say I fell for it. This operator promised me I would receive a call back from the 'tech guys' the next day (Sat 5 May) between 11.00am-7.30pm to solve the problem with my modem. He also gave a personal guarantee that if the problem couldn’t be solved I could have my MAC code the next day with no cancellation fee to pay.
May 5 - So I cancelled my plans and waited in on a Saturday, surprise, surprise no one calls! So I called the guy I spoke to the day before at 3.45pm to see what was happening. I was then spun some waffle about why they hadn’t called, frankly I didn’t care I just wanted to get back online and why was I promised a call that didn’t materialise. The next gem of enlightenment was that, oh NOW it was a problem at the exchange (also affecting hundreds of other broadband users in the area had the same problem as mine) and BT engineers were onsite as we speak solving the problem which would take a week! By which time I would be online. He also promised that I would get a call in the week from the 'fault team' to keep me informed, pigs might fly I thought!
Why was there now a different problem? This was the fourth stab at what could be the problem 1. line 2. modem 3. live box settings 4. BT exchange. I ask what job takes a week if they were already onsite? - I guessed I was being spun the usual yarn to get rid of me so that when I called back I would get someone else because they didn’t have a clue. He did sound sincere (what a mug I was) and I was about to blow a blood vessel so I agreed to wait a week. I also didn’t test his guarantee of getting my MAC code, I guess this wouldn’t have happened based on their form.
May 14 - waited for over a week, and still not online. What a surprise, also no call in the week from the fault team as promised. Why make promises that aren’t kept? So I called to get hold of the same operator. After being on the phone for 40 minutes I was told he wasn’t there, on leave for a week. Spoke to another operator who didn’t have a clue about what the original operator had said, apparently nothing was on the system - why was this the case? Did he make a point of not putting anything on? The only thing on the system was a line test (line test 3) closed on 8 May. Hmmmm why was a line test closed after I had spoke to the oeprator on may 5, he said nothing of this when I last spoke to him, remember he said it was a problem the BT exchange???
My guess is he didn’t tell me this for he knew from my notes on the system I would have blew my stack what with 2 previous tests already done. He told me some yarn about the engineers would take a week as a diversion to give enough time for a miracle to happen and it to be sorted or may be even for when he knew he was off on leave!
Still on May 14, ‘so what where do we go from here?’ I said, the line when dead, I think he must have fell asleep? Oh no, I am wrong the silence was because the operator could offer no solution for what was now a month offline and continual hassle and stress. 'Oh but you could have a line test done', how did I know he was going to say that, I didn’t know whether to laugh or cry, YET ANOTHER LINE TEST!!!!!!!!!!!! I said no to the line test (line test 4) and requested my MAC code yet again. Wait, it gets even better, yes I was told the old chestnut yet again that I was in a contract, which I wasn’t. After much pleading I finally got some joy and I was promised my MAC code in 3-5days by email and I was categorically promised I would incur no cancellation fee.
21 May - no MAC code - rang up told it would definitely be here by 23 May
23 May 3pm - no MAC code - rang up no told the MAC code had been generated but that it couldnt be given to me, I asked why they wouldnt tell me. ARRRRRGGGGGGHHHHHHH!!!!! So they cant get me online and they wont give the code ot fgo elsewhere. I guessed it was the old chesnut again about me being in a contract, they said it wasnt but that YES I would have to pay a fee for the coutract that I was signed up to against my wishes - can this get any worse?! Pleaded to have something done so I was promoised a call from their 'HEAD TECHNICIAN' (not a normal technician but a super dupa technician that works in the lab) at 6pm same day to run through my setup to spot any problems and if they couldnt sort it I would be able to have my MAC code at no fee.
23 May 7pm- range to chase the technicians call, told it was down as a call from 6pm - 11pm on both 23rd and 24th, said this was wrong. I explained about the HEAD TECHNICIAN calling me from the labs, she said this was cmplete rubbish and the peopl ein the labs do not call people - I 3was clearly been told incorrect information to get rid of me. In fact the operator said "you have been told what you wanted to hear". She said I will do a quick line test (Line test 5) to see whats up, BINGO! Clear LLU fault identied, ah ha I thought some clarity at last! "So when can it be sorted?" I asked, "there is no time limit as it is passed to BT Wholesale" she said, "you mean it could be another 6 weeks?" , she said "yes". But that the important thing is to call back every 72 hours (at my own expense) to get an update or the fault will be closed as they will presume it has been sorted.
So I am now in a complete state limbo and dont know where to turn next:
* Off line for 6 weeks
* I have no indication of how long this LLUfault will take to resolve (if indeed it is this that is the problem?
* I cant have my MAC code as I have been signed up to a contract against my will and will incur a cancellation fee
But what about the hours on the phone at my own expense, the time waiting for phone calls, the broken promises, the diversionary tactics, the stress, the hassle and the time I have been offline. The whole saga quite frankly is now making me ill. I work from home and for a month I have not been able to do nothing.
I have even written two emails to complain about this service and guess what? No replay!
Can anyone please, please, please offer help, encouragement, solutions etc?
Who could I turn to, to solve this? If I go direct to BT will this do anything?
Throughout all the problems I was not bothered about the refunds or free offers - I just wanted to get online simple as that!
Thanks
Last edited by mouldred on Thu May 24, 2007 8:52 am; edited 1 time in total
Joined: 21 Apr 2006Posts: 94Location: Fallowfield, Manchester
mouldred wrote:
* Off line for 6 weeks
* I have no indication of how long this LLUfault will take to resolve (if indeed it is this that is the problem?
* I cant have my MAC code as I have been signed up to a contract against my will and will incur a cancellation fee
Orange are unlikely to resolve the problem - they'll just keep fobbing you off with lies.
Orange have to give you a MAC whether or not you are in contract. If they do not do so, contact the ISPA. Alternatively, you could cancel your broadband, wait for the line to be cleared and then sign up with a new ISP. If the new ISP charge you for the new connection then you can sue Orange for the connection cost.
You have not entered into a new contract. Orange have a bad track record of trying this scam. When you leave, either by getting and using a MAC or by cancelling, just cancel your direct debit. Alternatively, you could let Orange take the money and then sue them for it. I'd go for cancelling the direct debit.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Hi mouldred
Sorry to hear of your appalling treatment from Orange sadly a daily occurrence, as stated above you need to tell them calmly you want your MAC which they cannot refuse if they give you any crap calmly stress that if you don't get your MAC within 5 days you are going to Ofcom and the ISPA they cannot refuse even if they say your still in contract which you clearly are not.
Good luck
_________________ ex Freeserve/Wanadoo/Orange Blog
Joined: 08 May 2007Posts: 18Location: Newcastle upon Tyne
My view is that, even if you are in a contract, orange are in breach of the contract as they haven't provided you with the service you've agreed on for 6 weeks. Ask to speak to a supervisor and tell them you want your MAC and you're going to ofcom if they don't provide it within 5 days. Any flannel about contracts, just tell them the above, see what happens.
you don't honestly expect Orange to sort things out do you
there tech support lot are as bright as a candle in a hurricane
i had similar problems it took over a month for the w****** to arrange a line test i told them i had reported them to ofcom they then did a line test said there was a fault and finally passed it on to BT open world hay presto fixed in 48 Hrs
Orange do not own the line or the broadband package they rent them from BT Open world or Cable &Wireless call it Orange broad band and rip off there customers
hence when you get a problem they eventually pass it over to BT or c&w
I am in a similar position, have been off line since 17th March. Had very similar dealings, almost at breaking point with the whole thing.
As I have never connected (since the 8mg upgrade) to the LLU I am told that I cannot have a MAC code. BT tell me that they have nothing to do with these LLU's and that they are an Orange problem. BT Wholesale tell me that there is nothing they can do to help. The issue appears to be that as I am not actually connected because of the distance I am from the exchange, getting a MAC code will not do anything as there is nothing to disconnect. BT sales tell me that there is a tag on the line and until that is clear they cannot connect me to their Broadband.
Like you I am (in their words) in limbo. I cannot believe how stress making this all is. All my free time from work seems to revolve around this stupid stupid company. I am passed from pillar to post and given every different story that you can think of.
Last week I was told that it could be another few weeks before I am connected, and then I can be disconnected !!!!!! Even when I cancelled my account with them, they actually cancelled my cancellation!! Can you believe it! I am not in a contract with them, although we were changed over (hahaha) to 8mg without any notice to us. The first we knew was when we couldnt get on line. We are getting into week 10 now. We dont pay anthing to them as this has all been cancelled. I fully intend to claim back all the calls that I have made to them. Threats to OFCOM and watchdog seem to fall on deaf ears, I think they hear this every single day.
The funniest thing yesterday was when I tried to get back to John in the NE office. You dial the number and you randomly get connected to India, NE or Rotherham - I kept getting India and no one could put me through to the NE office, they said I would have to keep dialling the number until I was lucky enough to get the NE !!! I just couldnt help but laugh. My son and I had a bet as to how many calls it would take us to get through. After 8 we managed 2 Rotherham and 6 India and then gave up. If I dont laugh about it I will almost certainly cry !! It does seem you get a better service from the NE call centre though.
I do wonder what I am going to do when all this is over, I have devoted so much time and energy to this cause that I will have to find another one to occupy my time!!!
Best of luck with getting yourself connected, keep calm, and remember its not worth crying over
Thanks for all your advice and comments, much appreciated. They have me some impetusd to take sort my problem out.
Rang up on 25th, surprise, surprise, now theyve discovered another reason for my problem....but this time I think they got it right. My BB service has been ceased due to my line being cut off by BT some weeks ago and Orange incompetence couldnt spot this for 6 weeks! It is truely laughable that Orange coldnt spot this but instead told me every other excuse in book, why are these people in their jobs.
Anyhow, this cease of my BB service allowed me to go elsewhere and cancel my contract (which incidentally I was signed up to against my knowledge). Oh no there will be a £40 charge, like hell there will be, I blew my stack at their India call centre technical dept and they agreed to cancel with no charge.
So there it is I am (fingers crossed) free of the Orange shower of s***e!
So checked out ISPReview.com and now signed up with fast.co.uk. It is more expensive but dont care as long I get treated with respect and good service, and no foreign call centres. You get what you pay for!
The guys at Fast told me exaclty why I had been offline for 6 weeks straightwaway, and it took Orange 6 weeks, they know their stuff. They also said there are no tags on the line etc.
Hopefully by next Saturday I will be back online.
Regards
PS I have also sent my case to Abensur but dont expect a reply.
Rang up on 25th, surprise, surprise, now theyve discovered another reason for my problem....but this time I think they got it right. My BB service has been ceased due to my line being cut off by BT some weeks ago and Orange incompetence couldnt spot this for 6 weeks! It is truely laughable that Orange coldnt spot this but instead told me every other excuse in book, why are these people in their jobs.
What I find remarkable is that you expect a company who has no access to your telephone contract, to know that you're phone has been cut off!
It seems like general common sense to me that if you as a customer knew your phoneline had been disconnected, that it wouldn't be long before your broadband followed. I find it very odd that you never thought to mention this to Orange, who, just as all other dsl isps, have no way of knowing your phone has been cut off until something goes wrong (you 'phone to moan'), just assumed they (orange) were at fault, despite your phoneline being cut off!!!
Did you honestly expect your phoneline to continue to carry another providers broadband signal after your BT line was disconnected......obviously you did.
What I find remarkable is that you expect a company who has no access to your telephone contract, to know that you're phone has been cut off!
A PSTN Broadband Cease order is a bit of a give away that this has happened. It has to be checked manually or when a line test goes through as there's no automated way of checking those details every day/week/month.
Usually a line test on a line thats either been ceased, or in the process, gives a very specific result meaning you check with another team and they'd then spot the problem straight away.
What I find remarkable is that you expect a company who has no access to your telephone contract, to know that you're phone has been cut off!
It seems like general common sense to me that if you as a customer knew your phoneline had been disconnected, that it wouldn't be long before your broadband followed. I find it very odd that you never thought to mention this to Orange, who, just as all other dsl isps, have no way of knowing your phone has been cut off until something goes wrong (you 'phone to moan'), just assumed they (orange) were at fault, despite your phoneline being cut off!!!
Did you honestly expect your phoneline to continue to carry another providers broadband signal after your BT line was disconnected......obviously you did.
Common sense can't be learned......
Thanks for the understanding......lol
Are you honestly on here to defend Orange? If so youre in the wrong place mate.
For your information I wasnt aware BT had cut my line, it was cut for a split second apparently by BT doing maintenance. Am I supposed to be phsycic?! We are not all IT experts like yourself.
Incidentally I have now received a reply from Absensur where they accept responsiblilty for the problems.
* Off line for 6 weeks
* I have no indication of how long this LLUfault will take to resolve (if indeed it is this that is the problem?
* I cant have my MAC code as I have been signed up to a contract against my will and will incur a cancellation fee
Orange are unlikely to resolve the problem - they'll just keep fobbing you off with lies.
Orange have to give you a MAC whether or not you are in contract. If they do not do so, contact the ISPA. Alternatively, you could cancel your broadband, wait for the line to be cleared and then sign up with a new ISP. If the new ISP charge you for the new connection then you can sue Orange for the connection cost.
You have not entered into a new contract. Orange have a bad track record of trying this scam. When you leave, either by getting and using a MAC or by cancelling, just cancel your direct debit. Alternatively, you could let Orange take the money and then sue them for it. I'd go for cancelling the direct debit.
log a complaint with ispa start with that . dont ring tech support anymore waste of time email a nice 1 to Customer Relations Specialist
Customer Action Team sorry dont know what the email address is sebnd them all the details you will get a reply and more than likely a email with MAC code and no cancelation fee impossed on the account keep going you will get it sorted i found email adress now its as in ealier forum eric.abensur@orange-ftgroup.com
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum
