This is a question but I'm not hopeful. I have recently had a Livebox delivered that doesn't function. I have installed one before and had no problems. This time when switched on the lighting sequence ends in the @ light blinking rapidly. In fact when I disconnect the 'phone cable and start up the Livebox it gives exactly the same sequence! Done factory default reset but exactly the same, used different cables, unplugged all phone connections, used different filter, etc. etc. So it's as if it doesn't register the cable as present at all. However, I simply connected another router to this same cable and the signal is really good at well over 6.5Meg, so I'm pleased with that. I phoned the 0870 help number on Thursday and they insisted on sending me a new power supply. It came today - Saturday, very prompt so no complaint, but of course this wasn't the problem and the Livebox still doesn't work. I thought I would just 'phone today and get a replacement box but find that in the meantime Orange has instigated an 09 help number costing 50p/min even though I have their letter of the 27th March stating that helpline numbers are charged at 5p/min from a BT landline!! Unfortunately my landline cannot access 09 numbers and my only recourse would be to use my mobile at even higher cost. If I do this I will spend half an hour talking to some helpful soul asking me whether I've turned on the switch at the wall socket and other useful comments. What is the best way for me to get some response from Orange without an inordinate expense as it is clearly just a faulty Livebox that needs replacement. I'm not hopeful that there is another way as I guess this 09 number change is just another scam from Orange to raise even more money when they supply faulty goods. Now the more faulty goods they supply the more money they make!!!
Technical support - second line and Livebox 0844 873 8586 8am-11pm,
7 days a week 5p per minute. The 090 5050 5151 is only for those on a Starter package, unless your using an Apple MAC in which case you need to dial 090 5050 0300 which is 50p per minute
_________________ The best & most beautiful things in the world cannot be seen or even touched. They must be felt with the heart. Helen Keller
Thanks NewApollo I didn't expect to get an answer on a Saturday afternoon! I followed the voice sequence on the phone greeting on Thursday and it was no problem but today there was an initial notification that all of the menu system had all changed recently. I followed as best I could but I guess I must have ended up in the wrong place. I tried again following your advice and selected the key for PC help area which had a subsystem number to select specifically for Livebox enquiries and I did manage to get through without the need of an 09 number. I spoke with the assistant and they escalated the problem to the next level. There I spoke with a lady called Rena (or it may have been Lena) and she was very helpful and a pleasure to talk to. I am happy to say that following the diagnostics we discussed she has ordered a replacement Livebox for me and so I trust that all will be well upon its' arrival sometime next week. Maybe I was maligning Orange somewhat. Sorry Orange! Thanks again NewApollo.
Just for completeness. My new Livebox arrived this morning. It took 2 min to set it up and it works fine. As assumed the problem must have been a faulty Livebox originally sent. I must say though that it seems unfair that I have had to pay for calls to Technical Support just because the original hardware sent was faulty. This was hardly my fault!! Orange helped to resolve the problem in an efficient and speedy manner. Nevertheless it would seem that under such circumstances that Orange could be magnanimous enough to compensate for this by simply agreeing to put a nominal sum (say £10) onto, for example my pay as you go 'phone. This would just be an airtime cost to Orange but would be a way of improving customer satisfaction at minimum cost for those costs incurred by their customer that was not in any way their customer's fault. If the first box that had arrived had been fit for purpose then none of these costs would have been incurred in the first place.
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