Apologies for adding whole new topic on this same subject, but I've had a little search through and can't find a solution on the forum. (but at this point am blind with rage anyway)
Yes- I'M A SCHMUCK- I've had no internet since 15th April when they upgraded my line- they've done a ridiculous amount of line tests/ escalations/ downgrading bla bla bla. Just last night I got a guy from the 'escalations team' to agree to make my case his own and call me every Tuesday evening so we can do ANOTHER FACTORY RESET. He says cases like mine have been solved in this way after more than 6 months- and he thinks this is comforting!
All I want to know is- can I change ISP and expect the problem to go away? Or am I better off believing Orange that constantly tweaking my speeds is going to get us somewhere? Do i need to buy a second line from BT and get a whole new ISP? Is there something else i can do- ie smash my local exchange so someone has to go fix it?
Please PLEASE help me- i feel like i am vomiting Orange and crying Orange tears.
My advice is run they can never fix this after all this time they probably as usual have no interest.there is all this money coming in from the so called free offers why should they care.Ring this number 0870 010 2462 go to billing ask for your MAC code.do not fall for any tricks like we will give you cheaper (yet still crap) internet do not pay them anything as they have left you without internet all this time.go with be zen or idnet and you will never be sorry.quote cases like this have been solved even after 6months what a joke any proper company would sort it in hours.
Last edited by Ciderfex on Wed Aug 29, 2007 12:01 pm; edited 1 time in total
I am confident in saying they are fobbing you off.
4 months without a connection is a breach of contract so you have the right to get your MAC code and leave.
I left Orange last year after 2 weeks of no connection and went to Idnet.
Every time I had rung Orange they said the usualy script 'line fault, ring back in 48 hours' etc etc.
When I moved to Idnet these line faults mysteriously disappeared.
I have never once lost my fast stable connection since moving last September.
So many people, including myself, move from Orange and immediately get a stable connection.
I really can't believe I was fooled for so long. Am currently at a friend's house using her broadband and this was first time i had opportunity to do research into my Orange problems.
Thank you so much for getting back to me. I just rang idnet and it actually made me cry. A real person picked up the phone and was so charming and lovely and informative.
thank you thank you thankyou. Now all i have to do is go through the process of getting all my calls and dial up reimbursed by Orange ha ha.
Please remeber its your MAC code you want,they have to give it you in up to 5 working days.Do not be fobbed off as they will try to get you to stay.ask them to email it to you if you can get access to email.then ring up your new provider give them it and away you go.Do not cancel your direct debit until you are with your new provider,then go after Orange ,and good luck
Yes Idnet's service is second to none in my experience.
English speaking customer service that's free, helpful and run by staff who are both knowlegable, care and ring you back if things don't get resolved there and then.
Like ciderfex says - getting your MAC code off Orange is both your right and the law.
They have to provide you it within 5 working days of asking or they are breaking the law.
If they don't give you it then report them to ISP and OFFCOM, this gets things moving usually quickly as they are breaking all rules.
They will often fob you off with free offers, discounts, lies etc to keep you.
A common one is that 'this MAC code won't be accepted by other ISP s' or 'you will have to pay to move to another ISP as you are on LLU'
I know for a fact that IDnet do not charge you to move over to them with an Orange LLU MAC code and sure there are others too.
I honestly cannot believe how Orange get away with what they do.
I always compare it to getting on a bus or taxi - if they don't provide you a service by not driving then do you still pay?
I'm not being patronising but 4 months is a long time without a connection which you are paying for.
As for getting reimbursed I feel that will happen more likely if you do report them to OFFCOM or ISPA.
Getting yourself sorted with a real service is so easy and there are companies that care about their customers as opposed to only their money.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
fisheye wrote:
I really can't believe I was fooled for so long. Am currently at a friend's house using her broadband and this was first time i had opportunity to do research into my Orange problems.
Thank you so much for getting back to me. I just rang idnet and it actually made me cry. A real person picked up the phone and was so charming and lovely and informative.
thank you thank you thankyou. Now all i have to do is go through the process of getting all my calls and dial up reimbursed by Orange ha ha.
fisheye
Dont let this excuse of an ISP get to you they employ people do not train them and just give them a script, demand your MAC tell them if they dont give it to you you will report them to the ISPA and Ofcom it is the law no matter if you are in a contract or not if the agent says otherwise ask their name these people pray on people that dont know otherwise they get commision to keep you with them they do not give 2 hoots.
The only good thing about this is their reputation on the broadband forums and watchdog etc is gathering pace hence their free laptop offer to try and compensate for the customers they have lost due to incompetence.
_________________ ex Freeserve/Wanadoo/Orange Blog
I would email Eric Abensor with your experience asking to be removed from the contract and to be given your MAC code, (make sure there are with no tags on your line) immediately!
I did this back in June after being off line for 6 weeks with an apparent LLU fault and they released me in 2 days.
I am now with Fast, they are excellent! Check them out at ISPreview.co.uk
After 4 months of no broadband with Orange and same old ring every 48 hours line test rubbish- I joined Be - got my free Be Box modem a week later and was online within 2 minutes of it being in my house.
fisheye
Dont let this excuse of an ISP get to you they employ people do not train them and just give them a script, demand your MAC tell them if they dont give it to you you will report them to the ISPA and Ofcom it is the law no matter if you are in a contract or not if the agent says otherwise ask their name these people pray on people that dont know otherwise they get commision to keep you with them they do not give 2 hoots.
[/quote]
I think you're being unfair and overly generalistic in your interpretation of Orange agents and the reasons for their performance. Obviously staff are trained. I've worked for Orange for a long time and I've never encountered a script. Agents get commission for retaining customers but this isn't a primary motivator - weekly shopping vouchers are hardly mega-bucks. What is more motivating is the intention to do a good job for your employer which is what your annual pay is for, part of which involves enforcing Orange's cancellations policies and procedures when required (which are subject to industry regulation). In any large company (particularly where outsourcing is used) you are going to find some (probably new) staff that don't give two hoots. This is why all calls to Orange are now recorded, exposing under-performance with the intention of providing a better service to customers.
The answer is simple...... LEAVE ... they have not got a clue how to solve any of these problems. Ask for a MAC and a refund of all your costs since your non-existant service then go to someone who knows what they are doing.
This is why all calls to Orange are now recorded, exposing under-performance with the intention of providing a better service to customers.
pooliecliff has posted elsewhere :
This topic is very interesting. i am having exactly the same problem with my livebox, which is an old wanadoo box. the @ light flashes alternately fast then slow. it continues to do this for ages. Sometimes it fixes itself after about an hour. Mostly it doesnt. I have had the exact same experience as others with the technicians who follow their script and insist on a factory reset. Strangely, a factory reset usually fixes it, but only for a day or so before i have to do it again. I thought this must point to either a line fault or a faulty livebox. After numerous line tests, unanswered emails and unanswered letters I asked the technician to escalate my query so trhat a BT engineer could come out. He told me that he could not do that as they (the technicians) had been instructed that they could not do that "under any circumstances". Presumably as it costs them. He said the same when I asked if I could try a replacement livebox. If I can have neither of these things, then I am in an impossible position, other than going elsewhere. Has anyone solved this problem properly. I am not a techy person, but i know enough to know that the technicians seem to know even less than me, and that's saying something. I have been patient with them, but i am now getting really annoyed with them.
So come on, why are you still getting disgruntled customers, dissatisfied with CS/TS responses.
Is it perhaps, that Orange aren't learning anything from their recorded phone calls.
_________________ An ex-Orange guinea pig
"The first third of our lives is ruined by our parents, the second third by 0range then along comes 02 and you die happy."
As i said above... LEAVE....they will NOT solve these problems and only string you out the length of your contract (and longer if your stupid enough to stay)
Insist on a MAC..... they HAVE to provide one now.
After 4 months of no broadband with Orange and same old ring every 48 hours line test rubbish- I joined Be - got my free Be Box modem a week later and was online within 2 minutes of it being in my house.
LITERALLY PLUGGED THE THING IN AND I WAS ONLINE.
DO NOT BE A SCHMUCK LIKE ME.
(this is a wonderful website x)
My bebox came this morning - same as you, plugged it in and off I went.
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