My problem with Orange/wanadoo is that they won't give me a livebox, despite the fact I've been paying £17.99 a month for over a year now.
I e-mailed customer service, who replied telling me to 'regrade' my account, and then I would be sent one.
I've tried to 'regrade' my package in the member centre repeatedly, but every time I get an error message saying there is a fault.
So, I phoned customer service, who said - 'the system must be down, call back tomorrow'. So I did, and got the same response.
I've now had a customer service person fill out an 'admin form' - to be sent away to somebody else, and have been told that if I wait at least 2 weeks, and then try again on the website, it should work. I actually got the impression from the agent it was like they had to deal with a completely different company!.
I don't think I've ever come across a company where neither the e-mail nor the telephone customer services can actually sort out your problem for you!.
unless you want wireless and talk them don't get a livebox!
they are crap (even wanadoo agents on the phone say it), if you need wireless get a decnet belkin/netgear etc adsl router
When I signed up to Max and I called to discuss sending the livebox back, he said I could send it back, but tech support may want me to plug the livebox in instead and tell them what the lights are doing. How likely is this to happen?
And when you do finish the loan of your livebox, do they page for return postage - obviously things may be slightly different now they are wanadoo
I have been having the same problem with the member centre where i can log on but can't go to the regrade page because of a error.
The problem happened just before the wanadoo became Orange and after the regrade page has offline as well with a differt error mesage.
Your best bet would to call Orange customer services who will be able to do the regrade over the phone and i would also ask why the regrade page is not working.
The one thing to remember is the new livebox no longer comes with a wireless adapter.
the only problem i had with the livebox was having to run a recover cd after unplugging it during a live update.
hi
Your best bet would to call Orange customer services who will be able to do the regrade over the phone and i would also ask why the regrade page is not working.
I wish they would do the regrade over the phone! So far, they either just say 'our systems are down, try again tomorrow', or they 'fill out an admin form'.
I will give it a few weeks as I was told to do, and then take a deep breath and try again...
The reason I want a livebox is because tech support told me that my speedtouch modem is the reason I'm only getting 2 - 3 mbps instead of the 8 mbps that I'm paying for! Does anyone know if that's true? (I have installed the driver update for the speedtouch modem for 8 mbps, without any improvement)
My problem with Orange/wanadoo is that they won't give me a livebox, despite the fact I've been paying £17.99 a month for over a year now.
I got the error message on the upgrade screen when I wanted to upgrade my package to Max about 2 weeks ago so I decided to rang Wanadoo. They said that somebody would phone me back within 5 days but before the 5 days had elapsed I had already received a Livebox through the post so I can't fault Wanadoo on this one. I mean why would they not want you to upgrade as they are not in the business of turning extra income down.
They wouldn't make any extra income - I pay 17.99 already. I assume this is why I haven't got anywhere in trying to obtain one.
Not quite, if you used the Talk line then you could generate more income for them technically.
It's likely they're just having trouble tracking down the cause of the error. If it's not corrected properly then it could cause other problems later on.
I followed someones advice on here and phoned Orange on a weekday in normal working hours - and as that person said, I got someone who actually knew what they were talking about! I received a livebox 5 days later!
However... I was told that once the livebox had arrived, I should phone customer support to complete the regrade process. I did this, and was told that there is a fault on my account, despite the fact that my broadband currently seems to work ok but slow - 3 megs approx. instead of 8.
They told me not to conect the livebox at the moment, and that my problem had been 'escalated'.
I'm tempted to just plug it in and see if it works, bearing in mind that my connection with the speedtouch modem seems to be fine, but I really don't want to mess it up and be left with no connection at all!
I followed someones advice on here and phoned Orange on a weekday in normal working hours - and as that person said, I got someone who actually knew what they were talking about! I received a livebox 5 days later!
However... I was told that once the livebox had arrived, I should phone customer support to complete the regrade process. I did this, and was told that there is a fault on my account, despite the fact that my broadband currently seems to work ok but slow - 3 megs approx. instead of 8.
They told me not to conect the livebox at the moment, and that my problem had been 'escalated'.
I'm tempted to just plug it in and see if it works, bearing in mind that my connection with the speedtouch modem seems to be fine, but I really don't want to mess it up and be left with no connection at all!
Setting up your livebox and installing the software on your PC will IN NO WAY affect anything on your line. It's just an alternative to a modem - interprets the information sent down the phone line for your PC. I can't understand why they'd need you keep the livebox disconnected for any reason whatsoever.
Admittedly, the wanadorange livebox is a pretty shoddy piece of equipment, but unless it had somehow been wired DRASTICALLY wrong, it is just a glorified router with*out a stupid flashing light on it.
So, basically, its up to you what you do. If you've been advised that you shouldn't connect the livebox, best bet is to contact Customer Support and find out if there's a legitimate reason for them to suggest this, and otherwise let them know that you're anxious to set up the livebox and make sure it works.
* Edited to satisfy Elhana (see next post)
Last edited by maxi0 on Fri Jun 23, 2006 10:25 am; edited 1 time in total
Setting up your livebox and installing the software on your PC will IN NO WAY affect anything on your line. It's just an alternative to a modem - interprets the information sent down the phone line for your PC. I can't understand why they'd need you keep the livebox disconnected for any reason whatsoever.
Admittedly, the wanadorange livebox is a pretty shoddy piece of equipment, but unless it had somehow been wired DRASTICALLY wrong, it is just a glorified router with a stupid flashing light on it.
So, basically, its up to you what you do. If you've been advised that you shouldn't connect the livebox, best bet is to contact Customer Support and find out if there's a legitimate reason for them to suggest this, and otherwise let them know that you're anxious to set up the livebox and make sure it works.
To clear up a couple of bits of info the livebox will work when you connect it up. What they're probably worried about is the automatic activation of the talk service once the account problem is sorted. It shouldn't be much of a problem though really.
Oh and BTW the new Orange livebox doesn't have a pulsating light anymore.
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