I have been without broadband since 12th August, I have two computers, one with the old speedtouch connection and one with a Netgear Router. Both suddenly could not connect. I have been in constant contact with Orange Help Desk in India and it feels a bit like Groundhog Day, come home from work, make a cup of tea, spend half an hour on the phone to India without any result. I am currently having another line test done, I thin it's the third or fourth, another five working days wait. I asked to be escalated, brick wall. I telephoned customer support and they couldn't be bothered. When I said I would close my account they said it would take thirty days and then ten for the MAC code. Has anybody ever had any luck with these people, how long do I let it go on for. Luckily I have a dial up account with someone else but the slowness is driving me mad!
As it has been almost a month you have been without a connection I strongly suggest leaving.
Orange will lie to try and stop you leaving which they have done to you already about the 30 days and 10 for MAC.
Request a MAC code and they have 5 working days BY LAW to provide you with this.
Usually a real ISP will get you up and running from about 10 days after you give them your MAC.
I can recommend Idnet and o2 (now Sky) as being fantastic ISP s.
Even if you are still in contract Orange have to provide you with the MAC code.
If they fail to provide in 5 working days then report them to OFCOM and ISPA.
As Andy said they have to provide you with a MAC within 5 working days, let them know your aware of the 5 working day rule.
Thank you both for your comments. I have emailed Orange and said that if I don't have my connection back by Friday evening (Day 5 of the 5 day line test), I will be requesting a MAC and expect it within 5 days. Will keep you updated.
Just spoken to Orange, they say nothing wrong with line and they will send me a Siemens router which should open up ports and nine times out of ten fixes the problem. Anyone heard of this before.
Yes, I haven't seen one but I was told by Orange TS that it's a "proper router not like a Livebox"
I await delivery with interest, although I would have thought my Netgear is a "proper router". I did connect for a few minutes this morning via my Speedtouch, although only at 4kbs!!
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