I have wireless broadband that has been down for FIVE weeks tomorrow, the tech support is crap and is not motivated to resolve this, what do I do to get this escalated?? I am so fed up now
This problem was referred to the Escalation Team at Orange about Three weeks ago for me, MsBear, but it didn't make anything happen any quicker, and I finally cracked and told them to close the account last week after seven weeks of frustration. I did point out that if this was how they dealt with an issue which had been escalated then their usual speed must be positively sloth-like! My best advice is just close the account - don't even bother trying to get a MAC code because that brings huge issues all of it's own - have read in a paper yesterday that Ofcom say those requesting a MAC should get it within 5 working days - well I sent a letter first class on 7th July requesting this information, and after a lot of time-wasting by the various departments at Orange it arrived yesterday in a letter dated 27th July, but too late as the account had already been closed - they are a bunch of procrastinators I'm afraid!
This problem was referred to the Escalation Team at Orange about Three weeks ago for me, MsBear, but it didn't make anything happen any quicker, and I finally cracked and told them to close the account last week after seven weeks of frustration. I did point out that if this was how they dealt with an issue which had been escalated then their usual speed must be positively sloth-like! My best advice is just close the account - don't even bother trying to get a MAC code because that brings huge issues all of it's own - have read in a paper yesterday that Ofcom say those requesting a MAC should get it within 5 working days - well I sent a letter first class on 7th July requesting this information, and after a lot of time-wasting by the various departments at Orange it arrived yesterday in a letter dated 27th July, but too late as the account had already been closed - they are a bunch of procrastinators I'm afraid!
This problem was referred to the Escalation Team at Orange about Three weeks ago for me, MsBear, but it didn't make anything happen any quicker, and I finally cracked and told them to close the account last week after seven weeks of frustration. I did point out that if this was how they dealt with an issue which had been escalated then their usual speed must be positively sloth-like! My best advice is just close the account - don't even bother trying to get a MAC code because that brings huge issues all of it's own - have read in a paper yesterday that Ofcom say those requesting a MAC should get it within 5 working days - well I sent a letter first class on 7th July requesting this information, and after a lot of time-wasting by the various departments at Orange it arrived yesterday in a letter dated 27th July, but too late as the account had already been closed - they are a bunch of procrastinators I'm afraid!
I've had the same problem. I posted about it in the livebox section. When I asked to cancelt they said they won't cancel the account without charging us £75!!!! I am so angry!
I have wireless broadband that has been down for FIVE weeks tomorrow, the tech support is crap and is not motivated to resolve this, what do I do to get this escalated?? I am so fed up now
Hi!
I live in France now and only started getting broadband from Wanadoo in March which then worked perfectly until about the third week of July. Talking to the call centre in French is a nightmare especially as they are so crap - like in England. I have just changed my livebox and guess what - no change! "ppp server down".
Despite the fact that France Telecom owns Orange - it makes no difference.
I'm a bit confused about the nature of this problem - is it a telecom problem i.e. changing servers would make no difference or an Orange problem - changing servers would help.
Or is it a modem problem where buying in a modem router would solve it.
Can anybody help?> In english obviously.
Perhaps we need a French version of Orange problems!
I am so mad. Over the past 6 months I have probably had no internet for about 3 months because of live box problems. I will lose my internet at home, ring Orange, get it fixed and it will work for around a week (usually less) Then it goes again and I have to repeat the process.
This time though my internet has been down for over 4 weeks now. I'm being told that the ppp server is down but the Orange help staff keep telling me the same thing " we'll do a line check, an engineer is working on it now, please call back in 5 days blah, blah, blah"
It's so frustrating and pathetic. I've never known customer service so bad.
I want to leave Orange but does anyone know if I'll be able to get any money back for all the internet that I've missed but paid for?
Orange have a log of all my phonecalls so they know how many times I've rung.
This is very, very frustrating and quite frankly I'm getting sick of spending 40 minutes in a phone queue to then be fobbed off with the same excuses
Don't let Orange rob you like this.
Simply ring up and cancel your broadband (if you are out of contract), cancel your direct debit wqith your bank and move to an ISP.
Orange are not an ISP, they're just a robbing, lying drisgrace.
I thought I was the only one who had this problem. mine was down for 4 weeks and after all the calling etc it got too a point where I was upset and just sick of it all. the customer service team are a disgrace and just do not seem bothered at all. Even when I cancelled my contract they still had the cheek too tell me how Orange are one of the best providers etc and I am making a mistake.
I feel real sorry for the new customers who are on 18 month contracts.
oh dear ive got this aswell. Tried getting through to customer services but was on hold for an hour and half. Wondered if anyone else had difficulty last night connecting?
I had the very same problem, endless phone calls, same old excuses
1. 24 hours
2. 48 hours
3. Possible fault
4. Waiting on Update
5. I'll call u back
6. Line test
BLAH BLAH BLAH
5 weeks i had been down, due to a problem on the exchange, upgraded from a usb modem to a Livebox..(2mb to 8mb). got same problem PPP Server down
Enough was enough and i rang Customer Services to enquire abt getting my MAC CODE...to my surprise they actually wanted to help...(i was very polite on the phone) It was escalated to a supervisor and she actually helped and really kept me updated. She knew and i knew it was a problem with the exchange but somehow the Indian TS guys didin't.
I asked the CS supervisor to check where i was on the fault management list and they can actually chase the engineer up to look at the problem...so after originally told 4 weeks to get a fixed i was up and running in 4 days with the help of the supervisor.....I think i was just lucky....i lost my temper to many times with TS guys..who have no idea what is going on...
So my advice would to be log the call with support but chase it up with the customer service team..
OK, a bit of balance I think.
My connection went down last Saturday evening at around 16.00.
I called BB TS and got through to India where I was talked through resetting the factory settings on the livebox. PPP server down came back the error and this persisted all through the week; repeated phonecalls to TS and CS, promise of line tests and calls to be returned etc. I was sceptical I have to say, and then reading this site increased the doubt that I would have this fixed in a reasonable amount of time. I fired off a letter to CS, and then when I got home last night it was working.
I received a phone call from the customer escalation team this morning who told me that they were in receipt of my letter, took my concerns seriously and would be in touch again to see if we could agree some measure of recompense for the downtime I experienced.
In the light of what many other users have experienced, I think it worth bearing in mind that obviously the users and posters of this site will be a biased sample and may not be representative of the users of Orange as a whole.l I note that many of the most vitriolic comments are usually from the same people. I do not in any way seek to invalidate or belittle their greivances, but I got my problem solved in 4 days, despite having been told it would most likely take 10, so I just wanted to say that there is hope and perhaps Orange are getting their crap together. As a profit making organisation their prioroties will NOT be ripping customers off and giving them a crap service. I imagine they are just in a transition where they are trying to get their ops sorted - there is no profit to be made in annoyed customers.
Hi i've also had a ppp server problem with my livebox for the last 2-3 weeks, tech support didn't help at all (phoned 3 times and they just said i had a line fault and it would be fixed in 5 days, which obviously it wasn't).
So i tried the speedtouch usb modem instead and it connected straight away which was surprising and even more surprising was that when i tried to connect to the livebox again it worked straight away... its been working fine ever since - only prob atm is my connection speed seems to drop to almost dialup speeds almost every evening -.- (still says its connected at 608k tho)
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