We have been using freeserve/Wanadoo/Orange or years with various connections and never had any trouble until 6 weeks ago when the signal stopped. We realized that the problem must have occoured when Orange were swithing the connection from 2mb to up to 8mb for free (which seemed great at the time). For the first couple of weeks contacting Orange they performed line checks and since then they have had the escalation team looking into the problem.
We have had enough now and are considering swithing to another ISP.
If I contacted Orange is it in my rights to recieve a MAC code when I requst a cancellation? And if I did recieve a MAC code would I be able to get a new connection right away since there is currently not one on the line.
Perhaps I should be asking these questions directly to Orange but I have had enough of the customer services and would rather ask people who have experienced similar problems.
had the same problem.
waited 6 weeks then went ballistic at all the lies i was being told.
got a MAC code from CUSTOMER CARE dept. asked for it to be posted to me, then rung up 1 day later and told then it had'nt arrived, so they gave it me over the phone. hahahaha
Even though you have no internet at present, ORANGE have the line 'marked'
It takes 5-7 days for the MAC number to go through and unfortunately a further 5-7 days for the LLU crap to be sorted out.
moved to Virgin - same broadband pkg/price and free calls etc. speed better, call centre in UK. all in all took 12 days. A small price to pay, was kept up to date etc. Best move i ever made.
await Orange to refund me the two months of nothing they provided whilst debiting my account 9even though they said they would'nt) also asked for all my calls to be refunded re technical help- when it is a known problem re LLU's for their equipment. The livebox is currently being chewed on by the dog. If they want it back they can come and collect it.
Same problem just over 2 months without Internet connection. Line died 2nd July, when they failed to migrate it. Line in the processof being provisioned.
Have phoned and emailed 2-3 times a week. Mainly Monday and Friday the days the say phone back.
First support staff said problem with Magdelane but other staff dont know what they are.
Some customer staff useful others hopeless. Stock replies to emails of ring customer helpline just to be told the same thing as they could have communicated with me in an email, but instead have kept me on hold for 15 minutes.
Having found this forum just asked for a MAC code.
Would have rather kept with Orange but this is hopeless
They will pass your query on to Orange who then have to contact you within 5 days. You will get a nice letter but I can't guarantee you will get online.
Dont bother logging a complaint with regulator etc - it will take forever and get you more stressed.
I was offline for 6 weeks with no end in sight being fobbed off with the usual excuses. I then emailed the Eric Abensur with a diary of my experience, head of Orange BB and result in 2 days, released with no penalties to go elsewhere.
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