The Livebox situation worries me as:
a) I don't have, don't want, have not been offered and have never requested a Livebox
It's usually provided automatically if you add wireless and talk to an older package, or by moving to the Plus or Max accounts.
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b) I have signed NO contract with Orange (Orange took over my existing contract from Freeserve)
No, Freeserve was rebranded to Wanadoo and then Wanadoo was rebranded to Orange, technically it's still the exact same company just different names.
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they seem to be using this upgrade situation to make it difficult for people to leave, and sneaking an other 12 months custom by slipping this Livebox into the equation.
As mentioned before simply getting a livebox doesn't start a new 12 month contract, it just refers to the original meaning if you previously had 2 months left then got a livebox you'll still have 2 months left.
It's usually provided automatically if you add wireless and talk to an older package, or by moving to the Plus or Max accounts.
I've not added to, or changed anything to do with my account, Orange have upgraded me(ho ho!), seemingly changing my account without consulting me even once
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b) No, Freeserve was rebranded to Wanadoo and then Wanadoo was rebranded to Orange, technically it's still the exact same company just different names.
yes, technically the same company, but until being branded Orange I had no outage, no connection issues, no reason to call customer service. Also neither Freeserve nor Wanadoo imposed any changes on me without asking, in fact it was me who did the asking.
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As mentioned before simply getting a livebox doesn't start a new 12 month contract, it just refers to the original meaning if you previously had 2 months left then got a livebox you'll still have 2 months left
having been a customer for 3+ years , I have no remaining 'months' in my contract therefore irrelevant.
I can't even 'downgrade' to what my account used to be.
Called Tech suppt again, have promised engineers will fix by 10th Aug, dunno where I got such patience.
I've not added to, or changed anything to do with my account, Orange have upgraded me(ho ho!), seemingly changing my account without consulting me even once
Very odd, accounts don't just upgrade, someone has to do it either when you call in or online through the website.
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yes, technically the same company, but until being branded Orange I had no outage, no connection issues, no reason to call customer service. Also neither Freeserve nor Wanadoo imposed any changes on me without asking, in fact it was me who did the asking.
Many people are blaming the changeover if any sort of problem has cropped up since, it's human nature to look for a reason. It could be down to that but it could easily be completely unrelated. It's possible the account was altered to provide a livebox as an attempt to cure the problem although if so they should have informed you first.
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I can't even 'downgrade' to what my account used to be.
If it's gone to Plus or Max then it cannot be downgraded to what you had previously but unless you were on the old 6gig download limit package then theres no real difference, just you get a livebox too.
Many people are blaming the changeover if any sort of problem has cropped up since, it's human nature to look for a reason. It could be down to that but it could easily be completely unrelated. It's possible the account was altered to provide a livebox as an attempt to cure the problem although if so they should have informed you first.
Human nature or not, it is more than a coincidence it all went to pot the day the upgrade started.
No consideration was made to the possibility of an outage caused by this
No warning of a possible hardware incompatibility was mentioned until long after thange was in motion
I've tried to connect with 4 different pieces of hardware (modems & routers), all report the same fault - NO ADSL connection/dial tone
I'm willling to try a Livebox to get past this problem, but if even the 'supported' speedtouch modem doesn't work, I can't it having any effect.
If it does work, I object to having to use 'tied' hardware, for which I have to take out an additional contract to use. Not to mention the fact it may not be compatible with my other wireless products.
Like spiney, I was notified that I would be upgraded to 8 meg becuase the tariff I was on meant that I was "entitled to the highest available speed".
I was never offered the equally valid option of reducing the monthly payments and remaining on the the perfectly adequate (and, with nostalgic hindsight, stable) 1Mb service that I originally requested from Freeserve.
On the contrary, I was told that I would only be without a service for half an hour. After 7 years of reliable service and never having had to call tech support, why would I have been worried?
It is now over 2000 half-an-hours later and I still have no ADSL service at any speed. Like spiney, my service coincidentally stopped on the same day as I was told the upgrade would take place.
At no stage since reporting the fault has Orange offered the option of returning to the 1Mb service. Instead, all I have been given is a Liebox that flashes @ me while Orange wait a further 48 hours to try to "unstick" the fault report so that Orange TS can resubmit it to Alcatel. This is nearly two weeks after I was told, before I went on holiday, that it would take up to 5 working days to "unstick" the fault. Looks like Orange have as much trouble communicating with their sub-contractors as they do with thier customers!
Have finally decided that Orange can stick the fault wherever and for as long as they want. Now waiting for my MAC code. Have almost completed my first 24 hours at home for weeks without calling Tech Support....
Well, the Orange f#ckup is now entering it's 4th week for me...
Still no Broadband, the tech support 'promised' the engineers have found a fault and will be rectifying it by the 9th, if not 10th August.
Now 13th August , and all they can give me is theres a fault and there's a backlog of repairs to be addressed, more and more empty excuses.
I requested that someone in some form of authority send me an eMail detailing what the issue is and what is the plan / timescale for rectifying it.
As usual nothing has materialised, though the 'engineers' in question are form another company (allegedly) , though they won't tell me who.
lokks like my ISPA complaint sis bear some(sour) fruit.
I got a letter from one of their 'Customer Relations Specialists' - yet another team to add to the list. She rattles off the usual string of (empty) apologies, and misinformation - 'we did send you an email advising service would be down for a certain amout of time' - yeah you sent it 3 days after work had commenced, and said it would be unavailable for a few hours...now running at appoximately 670 hours
So the old 'arse and elbow' come to mind....
They however promised to send a cheque for £27.99 (july's subs), with a vague offer to maybe reimburse call charges, and applied for some free subs for inconvenience...
The cheque did arrive yaaaay something positive...
But misinformation continues... she goes on to say the speedtouch modem is not compatible with new package (though email confirming the upgrade work was complete (?) says otherwise), and they'd be sending out a live box.
This is the second time they've tried to force this piece of s#it onto me. And so again I have to head this off at the pass...
I tried to call her back to decline this 'offer', new modem/router cannot fix a f#cked adsl line how hard is this for them to understand!!!!,
only to do this she would have to
a) answer her phone
b) call people back when messages are left
...neither of which she did.
So now I have received a Livebox, which I didn't order, didn't want and have already told them at least twice to NOT send out
Yet another case of Orange not paying any attention to us.
I was given the same guff that the Liebox would be solution to my non-synchronising ADSL problem. Having established that it wasn't a solution, Orange are unable to notify Alcatel that they still need to fix my service. Now that I've asked for my MAC, I doubt if they'lll bother - not that I'll notice any difference.
There is nothing in the Best Practice guidance that requires ISPA members to extend "best practice" to customer services or technical support. It is not so much that they are toothless, just that they forgot to put their teeth in!
Well, the Orange f#ckup is now entering it's 4th week for me...
....
Yet another case of Orange not paying any attention to us.
Pushing 6 weeks now, been on their VIP list for about a week and a half to no avail Engineer was on site at exchange on Monday...it's now Thursday and they still don't have any update on what is happening
....Game Over , I quit ... got MAC code, and at present trying to migrate to another ISP. Will put final post when migrated, goodbye Orange and good riddance
Well, the Orange f#ckup is now entering it's 4th week for me...
....
Yet another case of Orange not paying any attention to us.
Pushing 6 weeks now, been on their VIP list for about a week and a half to no avail Engineer was on site at exchange on Monday...it's now Thursday and they still don't have any update on what is happening
....Game Over , I quit ... got MAC code, and at present trying to migrate to another ISP. Will put final post when migrated, goodbye Orange and good riddance
aaaah if only... MAC code was a dud, as was the second.
How can they get away with this cr@p, how naiive are they to think by giving false MAC codes, anybody is
a) going to stay anyway
b) NOT tell any friends/acquaintances to steer well clear or Orange?
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