For sevaral weeks my livebox has randomly dropped its internet connection. The @ light flashes slow, then fast, then slow, then fast, etc. This cycle repeats until it eventually corrects itself. I have tried the (un)helpline on a daily basis since the 1st September. But they insist on taking me through the same checks every time, and doing a factory reset. I have tried telling them that I have done this every time I ring, but they insist on doing it all again. At first I humoured them , but it got a bit tedious. Iam not very technical with a computer. They have carried out line tests ad nauseum and promised that if i ring them back in another 24 hours they will tell me the result. Each time the result is the same. I have demanded that they escalate the problem and send a BT engineer to have a look, but they just flatly refuse to do this. through the process of eliminatrion, the problem must be either with my line or the livebox itself. They just will not budge. I have changed all the cables, microfilters, reinstalled everything, and done factory resets galore. Still no solution. i have emiled them, but they have not replied. I have written, but they have not replied to that either. They are just impossible to communicate with. i note that several other people on here have a similar problem with the Livebox. it has been fine until now. I have been with Orange since they were freeserve, if uou know wot i mean. My box is an old Wanadoo box with the flashing W. I am thinking it may be faulty as it is a bit long in the tooth. They will not send me a replacement so that i can try that. I have tried everything else, but i do not know where to turn or what to do. I cannot use the internet at home, and have to scrounge it from elsewhere. Has anyone had a similar problem that has been resolved. If so, how?? Is it my firmware?? It is using INVENTEL version 5.08.3-uk:evil:
If you can get your hands on another router (not a BlackMagicbox) try that to prove it one way or the other.
Your only way forward with Orange Gestapo dept. is to use the published complaints procedure. Register a formal complaint in writing.
I am sure this is not being done by the vast majority of complainants and that's why OFCOM/ISPA are doing nothing.
I cannot get hold of one. If I could what would it prove though? That the Livebox is faulty? Can any router be used to connect using Orange and if so how? Or does it have to be a Livebox. I have already complained in writing, but they have ignored that as well!! What beats me is that it works some times but not others. I have kept a log to see if there is a pattern, but it is random.
If they have not responded to a formal complaint letter then they are in breach of their Code of Practice which forms part of their contract therefore they are in breach of contract.
Write to OFCOM, enclosing a copy of the formal written complaint that you sent to Orange, requesting that OFCOM intervenes.
Or write to Orange stating that they are in breach due to non-response to a formal complaint, request a MAC code and release from the contract at no cost to you, citing their Code of Practice sections 24 to 27.
_________________ 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."
If they have not responded to a formal complaint letter then they are in breach of their Code of Practice which forms part of their contract therefore they are in breach of contract.
Write to OFCOM, enclosing a copy of the formal written complaint that you sent to Orange, requesting that OFCOM intervenes.
Or write to Orange stating that they are in breach due to non-response to a formal complaint, request a MAC code and release from the contract at no cost to you, citing their Code of Practice sections 24 to 27.
Ok. I might try buying one. The Livebox lights flash even when the pc is not turned on so maybe i could use it as a christmas decoration. It is not much use for anything else at the moment.
If they have not responded to a formal complaint letter then they are in breach of their Code of Practice which forms part of their contract therefore they are in breach of contract.
Write to OFCOM, enclosing a copy of the formal written complaint that you sent to Orange, requesting that OFCOM intervenes.
Or write to Orange stating that they are in breach due to non-response to a formal complaint, request a MAC code and release from the contract at no cost to you, citing their Code of Practice sections 24 to 27.
Ok. I might try buying one. The Livebox lights flash even when the pc is not turned on so maybe i could use it as a christmas decoration. It is not much use for anything else at the moment.
Finally, on 20th September, Orange rang me back to say that an engineer had fixed the fault. Guess what? He had not fixed it. i rang them again, and lost my temper on the phone with them. the technicican insisted on trying to be nice and taking me through all the troubleshooting steps. AGAIN. i told him that I was sick of all their crap and wnated it sorting, if he could not do that then i wanted to talk to someone who could. He said he could not transfer me, but could I ring back in yet another 24 hours. i told him that if I had to do that then I wanted my MAC code and I would go somewhere else. He said he could not supply it and that i would have to write and request it. Shortly after this call, orange rang again and promised that an engioneer would come out and have another go at fixing the problem. I am still waiting.
1. They did not respond to a formal written complaint.
2. "i told him that if I had to do that then I wanted my MAC code and I would go somewhere else. He said he could not supply it and that i would have to write and request it." >> You can phone for a MAC, he should either have transferred you to the correct dept. or advised you of the correct number to phone.
So on 2 counts they are in breach of contract.
_________________ 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."
1. They did not respond to a formal written complaint.
2. "i told him that if I had to do that then I wanted my MAC code and I would go somewhere else. He said he could not supply it and that i would have to write and request it." >> You can phone for a MAC, he should either have transferred you to the correct dept. or advised you of the correct number to phone.
So on 2 counts they are in breach of contract.
I know that, but they do not seem to be able to understand that. I have asked to be transferred to someone who can help, or someone with more authority than the technician I am speaking to, but they insist that it is impossible for them to transfer a call. They are just bloody impossible to deal with in a professional manner. I am currently waiting for them to confirm an appointment for an enginerr to pay a site visit, which they promised they would do. But, just like before, I have to ring them in yet another 24 hours. It is impossible to get them to cantact me. They do not seem to have sufficient grasp of the English language to be able to communicate properly with their customers which is not very good for a company who specialise in communications.
When a breach of contract exists, you shouldn't continue negotiations.
Basically your contract with Orange no longer applies because they have not complied with sections 24 & 25 of their Code of Practice, provided your post earlier is 100% accurate..."I have already complained in writing, but they have ignored that as well!!""
Write to OFCOM with details of all the communications, citing breach of contract in regard to sections 24 & 25 of Orange's Code of Practice. Request OFCOM instruct Orange to immediately free your line of their marker (Tag) and cancel the contract without charge.
_________________ 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."
When a breach of contract exists, you shouldn't continue negotiations.
Basically your contract with Orange no longer applies because they have not complied with sections 24 & 25 of their Code of Practice, provided your post earlier is 100% accurate..."I have already complained in writing, but they have ignored that as well!!""
Write to OFCOM with details of all the communications, citing breach of contract in regard to sections 24 & 25 of Orange's Code of Practice. Request OFCOM instruct Orange to immediately free your line of their marker (Tag) and cancel the contract without charge.
Don't know why I am still persisting with this. Orange rang me and arranged a BT engineer to come out at last. He tested everything to death. His test equipment was able to synchronise ok with the exchange. My livebox still cannot. I rang Orange to cancel. Since I have been with them since they were wanadoo I can walk away with no penalties. However, their customer care team offered me free months plus a reduced monthly subscription thereafter to stay, plus a replacement livebox. I will try this. If it does not work then there is nothing else left but to go elsewhere despite their offer, as it is the service i want. They obviously have some technical problems of their own with their equipment being unable to synchronise with the exchange.
Still here! Orange sent me a new livebox and guess what? No change. When I rang they wanted to go through all the rigmarole of resetting/checking cables/ sockets etc. as if it was a new fault. Getting them to cancel my account is proving very difficult. They seem as desperate to keep me as I am to leave. Cancelling my direct debit should do it though. They have not fulfilled their contract as they have failed to provide me with a service, and have not supplied me with anything that is fit for purpose. In the meantime they have promised to contact me in the next 48 hours once both a BT engineer and an Orange engineer has had another go at it. I am not sure I am prepared to wait that long. I have spoken to Virgin, and I do not need a MAC code as they would connect me via cable. Sounds like a good idea to me.
Managed to speak to a human being finally, and gave him an ultimatum. Resolve my problem in 7 days, or I go elsewhere. Strangely, I have had a continuous connection now for 6 days, so my problem seems to have been resolved, but I do not know how. The bloke said that he would escalate for an Orange engineer to have a look and also a BT engineer, and that he would ring me in 48 hours to let me know the result. He did not ring back, but if my problem is resolved I am not too bothered for now. i did find out that I could go to Virgin on cable, and would not need a MAC code to do that.
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