Result I have mine working now. Also I was given a free month (£20) and a £50 refund to cover all calls since it went defective I also agrre with you on the english speaking bit BRING BACK UK CALL CENTRES
I appear to be starting along a well trodden path! My second line would not work after I had the Livebox PSU fail. Technical helpline were very good over the PSU, I explained the problem, and they sent me one by return of post!
Now I am getting the runaround over having the Livebox replaced,and my problem has been "escalated". I have exactly the same symptoms as the rest of you, all Three lights on, phone light flashes if I dial second line, but phone doesn't ring, and I cannot call out. I've replaced and tested everything from the "Livebox" phone terminal, but Tech support are very sorry, my problem has been escalated, call back in five days :-/
I've just written to Orange Customer care, as the address was on the slip enclosed with the replacement PSU, but if no joy there, I guess it's the ISPA route or change ISP.
If you are in a hurry and out of contract,change ISP, you are likely to wait at least Three months to get the replacement live box. It is not worth wasting your money dialling the help line, they have a job understanding the problem.
If you are in a hurry and out of contract,change ISP, you are likely to wait at least Three months to get the replacement live box. It is not worth wasting your money dialling the help line, they have a job understanding the problem.
I know exactly what you mean. The tech help person at Orange told me that when they get the 2nd line working again, they will reimburse me for cost of phone calls - but as usual, you get nothing in writing! They also said that there is no time limit on fixing the second line, so can give me no idea of when it may be resolved - wonderful :-/
I have just signed up for free evening and weekend phone calls from BT, as it costs no more than I'm paying the line rental anyway, and it means that Orange will get zero revenue from my phone useage. I'm just so pleased I decided not to "upgrade" to Home Max.
Well, my letter to Orange support brought some response - they have sent me a replacement Livebox (not a new one) which I have connected and installed, upgraded and flashed to the latest firmware, and I have paired my wireless laptops to it, and connected my Amiga A4000 to the 2nd ethernet port - all OK
I rang and went through the procedure to have the 2nd line activated, and now I'm just waiting for that to happen.
The letter I got from customer services was very polite and apologetic, and also said that they have credited me with Three months broadband to compensate for my lack of a 2nd line, so I think that is a good response on their part. If the 2nd line gets activated without me having to ring again, I'll be very happy.
Update - I had an email half an hour ago to say that my second line had been activated, and to unplug the Livebox for 15 mins then plug it back in again - done that, and I have my second line again at last!
I have to say well done to Orange in getting it sorted, but if only I could have had it done without all the Indian Call Center frustration! Once the Customer Services at Rotherham got involved, and told me they were sending me a replacement Livebox, it was all plain sailing, and took exactly a week from start to finish.
Oh dear, having had no 2nd line for months, I thought I would find the answer here... but you guys have been through the same mill as I have.
Customer care keep telling me to wait 2,3,4 or 5 days and get back to them if the problem is not resolved. When I get back to them I am told it has been escalated and if I do not hear from the specified department in 3,4 or 5 days to get back to customer services.
You've guessed it! When I get back to customer services, after talking to a rockweiler in lipstick who tells me that I must not keep pestering them - it just needs re-activating and it will be done in...yes, 3, 4 or 5 days. Anyway customer services then again tell me that I have to give it more time. When I point out that I have been waiting since June this year they just become very patronising about it all and suggest I call rockweiler again!
As yet there is no end in sight. I have done all the things they asked me to do, I've used a new adaptor they sent me, I've reset and factory reset (after which it started for a day and then stopped), I have tried 3 different telephones on the line and I can even dial the 0845 number from another phone and hear it ringing in the earpiece, but the line in the house is just dead. It is activated, and has been since we signed up a year ago - it just doesn't work, period!
The only solution is a new livebox.
Don't let them fob you off with anything else. They will use all the delaying tactics,and get you to call the helpline at your expense, but none of them work. Insist on a new livebox or cancel your contract
Heber wrote:
Oh dear, having had no 2nd line for months, I thought I would find the answer here... but you guys have been through the same mill as I have.
Customer care keep telling me to wait 2,3,4 or 5 days and get back to them if the problem is not resolved. When I get back to them I am told it has been escalated and if I do not hear from the specified department in 3,4 or 5 days to get back to customer services.
You've guessed it! When I get back to customer services, after talking to a rockweiler in lipstick who tells me that I must not keep pestering them - it just needs re-activating and it will be done in...yes, 3, 4 or 5 days. Anyway customer services then again tell me that I have to give it more time. When I point out that I have been waiting since June this year they just become very patronising about it all and suggest I call rockweiler again!
As yet there is no end in sight. I have done all the things they asked me to do, I've used a new adaptor they sent me, I've reset and factory reset (after which it started for a day and then stopped), I have tried 3 different telephones on the line and I can even dial the 0845 number from another phone and hear it ringing in the earpiece, but the line in the house is just dead. It is activated, and has been since we signed up a year ago - it just doesn't work, period!
Right the first thing that happens with the 2nd line is that there is no time scale...and don't let anyone tell you that there is! What happens is your details will be passed to the relevant team and then you have to just sit and wait i'm afraid...if it's reactivating your talk service this should be done ideally within 5 working days...
They said it needs re-activating but when you interrogate the Livebox it is shown as being activated. When you dial the number you can hear it ringing at the other end but, in reality, the phone attached to the Livebox is dead. They are just playing games.
I phoned them to see how long I have on my contract (too long - next June) and the guy suggested asking for a new Livebox. It seemed no great surprise to him that this was happening, so that would suggest that there are lots of people with the same problem. I seem to recall that Freeserve did a deal where you could have a free fax line, some years ago (we've been with them a long time, except for a 6 month break last year when they 'forgot' to transfer our service when we moved!). The fax service lasted a relatively short time before it was axed and the number we were given was lost.
Maybe this service will head down that road, too. Anyway, I sent an email asking not to be put on the rockweiler's list (though I didn't actually say that - I was much more polite about it) and I have asked for a new Livebox. I expect a reply whe n they've shared it round the office and they've all fallen about laughing, but at least it will brighten up their day, if not mine
Their tech staff did suggest I demand a month's refund which I was told would go through (though the customer services guy was not very happy about it). I told him that I had been told to ask by their tech office but he was still less than impressed; the monthly payment from my account is still trundling on, regardless!
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