This part of OrangeProblems.co.uk is aimed at VOIP - the internet telephone service offered by Orange.
Tell us what you think and shout here with any issues that may be troubling you...
K
My VOIP worked for 1 month? went down after a thunderstorm on 1st Oct.
I contacted Orange after going through all the measures to correct the problem. The first thing Orange asked me to do was go through all those checks again because they didn't believe me that I had done them.
Several conversations later I still am no further and I speak to an operator who left me hanging on while he went and asked someone what the problem might be. He told me that the problem wasn't a major issue and was identified and would be sorted in around 2 weeks.
That was clearly a deflecting tactic to pasify my ranting. I've used this example on numerous occasions to challenge their incompetence and they deny ever saying such things and said none of their employees would ever say such stuff. So not only are they incompetent they are liars too.
Where are we now? June nearly 8 months without VOIP service and no compensation and no apology and no progress.
Is it surprising that Oranage ISP are the worst? Not in the slightest. I didn't require a BBC watchdog poll to work that FACT out!
I had no Orange Talk (no light on box) service for 4 months. They sent me 2 replacement Live boxes which made no difference and then various people at Orange CS said the issue was being dealt with by their Head Office!
I eventually found the Email address of the CEO and told him that if it wasn't working within a week I was going to contact OFCOM. Guess what? it started working. You might like to contact him also : Sanjiv.Ahuja@orange.co.uk
Works brilliantly, just sometimes the line can be a little hissy at my end, but the other person doesn't seem to notice.
I wish it would show the number to the person I am calling. It works if I phone a mobile. I know there is a reason why, but I just wish it did as a lot of people, like me, don't like answering calls that show a withheld/international number
My VOIP worked for 1 month? went down after a thunderstorm on 1st Oct.
The only way to solve it is a new Livebox. They do not like thunder and lightning.
Keith
Keith,
I have the same problem. Took Orange mainly for the international Talk Service but it stopped working after a thunderstorm June18 2007. 6 weeks and 25 calls to 25 different people later on the hellish 0870 010 2462 number and it's still down. As an electronic/software engineer it's obvious the lightning zapped something in the Livebox because the internet connection continues to work fine. I have promised myself to never again buy services from companies using call centres outside the UK.
Thank you so much for your post mentioning Eric Abensur. I wrote a very long email to him plus called the 0845 070 2976 number this morning and spoke to a helpful lady in England in the Customer Action Team. She has promised me a call from the escalation team today. Lets see if it happens.
This part of OrangeProblems.co.uk is aimed at VOIP - the internet telephone service offered by Orange.
Tell us what you think and shout here with any issues that may be troubling you...
K
Letter sent to Orange - CEO today. Awaiting a response!
The Chief Executive
Orange Home UK PLC
Verulam Point
Station Way
St Albans
Hertfordshire
AL1 5HE
24 July 2007
Dear Sir/Madam
COMPLAINT REGARDING MY Orange WIRELESS BROADBAND & TALK (VoiP) SERVICES
1. I have a contract with you to supply the above services to me for which I pay a regular monthly subscription.
2. On 5 July 2007 I emailed your help line (see Notation…. attached) requesting help with my Talk service. My Talk line (0845 15 66 750) had gone dead for incoming/outgoing calls and remains so. I pointed out that the phone light on the Livebox was on and solid and that although I had restarted the box, the problem still existed. I was and am still receiving wireless internet services perfectly well. This side of your service is very good.
3. On 8 July I received a reply email (see Notation…. attached) suggesting a number of fixes and solutions all of which I have tried with no success.
4. I then sent a further email to your Customer Service pointing out that the problem still existed. (Notation….attached)
5. Additionally I pointed out that a certified computer professional had also evaluated the problem and concluded that the defect rested with Orange at some ‘central point.’ Further, he had previously been asked by other Orange subscribers to evaluate identical faults.
6. I also pointed out that I have viewed the website OrangeProblems.co.uk and discovered that there are many others subscribers with the identical problem.
7. On 16 July I received a reply email (see Notation….attached) suggesting further fixes which have been tried without success. No acknowledgement or response was made to information contained in paragraph 5 & 6 above.
8. My complaint is that Orange has failed and is failing to provide me with a Talk service in breach of the contract between us.
9. Having regard to the defect history previously mentioned, I am of the view that any reasonable person, on the balance of probabilities, would conclude from that history, that the fault rests with Orange.
10. I should be grateful if you would investigate this fault and restore my Talk service as soon as possible. At present I am paying for a part service only.
[quote="JKmedia"][quote="admin"]This part of OrangeProblems.co.uk is aimed at VOIP - the internet telephone service offered by Orange.
Tell us what you think and shout here with any issues that may be troubling you...
I have had no homephone (VOIP) connection since January this year. I have contacted the telephone support line at least 10 times, on the phone sometimes (at my expense) for nearly an hour. Each time I go through the same testing procedures and each time I was told that my issue would be escalated. I am now trying to deal with the issue using email support. I am now up to my 9th email and each time they say they will call be back. I am an IT professional and there is clearly an issue with the Livebox, but I just cannot get them to send me a replacement. I have read some of the posts on this issue and will try some of the methods used by other frustrated Orange broadband users.
Thanks.
Joined: 12 Jun 2006Posts: 907Location: Weston-super-Mare, UK
TALK PHONE NOT WORKING
The Livebox does not like thunder and lightning which is is the main reason the talk stops working even thought the light remains red.
Checks before replacement Livebox is sent:
> -had a replacement phone adaptor
> -factory reset Livebox at least 3 times
> -tried with at least 2 or 3 different handsets
> -had the talk service account closed and reopened - they may well have stopped doing this because it causes them problems at their end. (Closing the talk account isn't done, partly due to the fact it expects the livebox back.)
If you do get a new Livebox, you also have to have it reactivated which means you get a new number.
Hi Keith,
Thanks for your post. I have completed all that you have suggested, with the exception of having the account closed and they still will not send me a new Livebox. I have given the support team 7 days to sort the problem out and if it is not sorted by then, I will be stopping my payments.
keithwjones wrote:
TALK PHONE NOT WORKING
The Livebox does not like thunder and lightning which is is the main reason the talk stops working even thought the light remains red.
Checks before replacement Livebox is sent:
> -had a replacement phone adaptor
> -factory reset Livebox at least 3 times
> -tried with at least 2 or 3 different handsets
> -had the talk service account closed and reopened - they may well have stopped doing this because it causes them problems at their end. (Closing the talk account isn't done, partly due to the fact it expects the livebox back.)
If you do get a new Livebox, you also have to have it reactivated which means you get a new number.
Hi Keith,
Thanks for your post. I have completed all that you have suggested, with the exception of having the account closed and they still will not send me a new Livebox. I have given the support team 7 days to sort the problem out and if it is not sorted by then, I will be stopping my payments.
keithwjones wrote:
TALK PHONE NOT WORKING
The Livebox does not like thunder and lightning which is is the main reason the talk stops working even thought the light remains red.
Checks before replacement Livebox is sent:
> -had a replacement phone adaptor
> -factory reset Livebox at least 3 times
> -tried with at least 2 or 3 different handsets
> -had the talk service account closed and reopened - they may well have stopped doing this because it causes them problems at their end. (Closing the talk account isn't done, partly due to the fact it expects the livebox back.)
If you do get a new Livebox, you also have to have it reactivated which means you get a new number.
I complained to ISPA today and have 5 working days for a response. Ive had no 2nd line since Jan the same time Orange took over line rental. Hours upon hours on phone to support, new adapters, 12 resets and 7 factory resets. Ended up no internet more hours to get connected again. Esculated 4 times no contact from Orange, Asked for MAC code broke law by not being given it, waited for 5 call backs. Tried changing number no conformation email.
Had enough asked for refund only to be told you will be eligible once 2nd line is working. The customer service is non existent.
Will wait to see what happens with ISPA.....
Several weeks ago I wrote to the CEO at the address given by a previous contributer but did not even receive an acknowledgement let alone a reply, so I tried the email address that Woodwaj quoted just about a week ago they must be very busy because same old story no reply, even though I said I was going to put the matter to Ofcom.
Several weeks ago I wrote to the CEO at the address given by a previous contributer but did not even receive an acknowledgement let alone a reply, so I tried the email address that Woodwaj quoted just about a week ago they must be very busy because same old story no reply, even though I said I was going to put the matter to Ofcom.
To my knowledge, Sanjiv Ahuja is the Chairman of Orange UK Group.....think you aimed a little too high up the Orange tree there !
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