Sorry for the long rant, but they are taking the p!$$ now! Can anyone help?
17-days and counting without internet now, luckily I can use a friend's in the week.
After 7 days called up, got someone in India, they said to check set-up, swap filters, reset the box, try a new RJ11 cable, all of which I did - No Joy.
Told to wait 48hrs with the live box on and minimal BT line use, and an engineer would inform me of the results of a line test.
A week later, phoned back haveing NOT been contacted. Told to re-check my set-up, "is the RJ11 cable plugged in" blah blah...reset box, blah blah. Still No Joy. Said my other call had got "lost in the system" LOL. PROMISED that I would be contacted within 24hrs with the results of the line test.
Following day, 26hrs later no call. Phoned them again, said that the two line tests had determined no fault. Told to check my set-up (can you see a pattern developing!!!???)
Told that they would do another line test immediately and escalate my call if the 3rd one was successful. However, there was an "issue" with the line test and it couldn't be done. Told to wait a further 48hrs with the live box on and minimal BT phone use and was GUARANTEED to be contacted within 48hrs.
It's now approaching 36hrs and no call, and to be honest I don't even expect to receive one.
I can connect to the Live box but it says "Link Down". Having swapped filters it is unlikely that two are broken. Tried a brand-new RJ11 out of the packet so that's unlikely to be faulty.
BT checked the line, no apparent faults, in less than 5mins!
Logically then, it's either a broken livebox or a netwrok switch issue on Orange's side. Any seconders to that? In any case, it is their fault and are doing nothing to help me, apart from broken promises and guarantees worth about as much as soiled toilet paper.
Can I speak to someone with experience in irate customers, because the next time I'm told to check my set-up I'm going to verbally tear someone a new cornhole!?
UPDATE!!!: After the 48hrs expired and no call or txt I rang again. The third line test had determined no fault. I asked if my call had been escalated: NO. I asked why hadn't I been contacted: No Answer.
I asked to speak to the escalations team - she then came back and said that there was a fault and it has been fixed - I need to reset my Livebox!!! ARGH!!! As I'm away for the week I can't even confirm if they're BS'ing me once again! Apparently they won't escalate my call until I have reset the box. At which point I will be probably told to wait 48hrs...with the Livebox on....
Absolutely amazing how inept, apathetic and sh!t they are.
I had a similar problem.
I rang the helpline and selected the option to leave Orange.
They asked why I wanted to leave, and transfered me to a UK technical advisor. Within 24 hours the fault had been sorted and a BT engineer called at the door to check my line faults.
If you look through the list of Livebox faults on here I have already added my experiences.
Hope you have luck. Just threaten to leave and you'll bee amazed how quickly they respond.
Good luck
Stuart
Just looked through and found alternative number for you to use.
try
08448738586
from another user
"When I threatened to leave Orange after 6 weeks of talking to nuggets in India I got through to a delightful young man in the care team who had technical knowledge... he told me not to bother ringing the tech support number anymore and just ring the care team on 08448738586 and ask to speak to someone with technical knowledge rather than getting annoyed with the so-called 'technical help'!"
Well, I managed to speak to the care team, and eventually after another set-up check and 48hr line test, they agreed there was a problem! They put me through to the Fault Management Team who were infinitely more helpful than tech support in one call, and called me back as promised.
New Livebox is winging its way to me as I write. Hopefully that should fix it!
Woo hoo!!! New Livebox has arrived and I'm back online!!!
Funnily enough, I had suggested it was a Livebox hardware problem in my first post. Shame it took Orange 1 month + and lots of p!ssing about with 5 line tests to get to the same conclusion!
That's good news.
Just a shame Orange won't employ more able support staff, or at least LISTEN when customers speak to them.
Seems to me that sometimes we know better than they do!
This is my concern. The @ light has been flashing since 27 Oct. They say its a line fault. If I go to another supplier...isn't the line still going to be faulty? They have one more week to sort it out or I will leave.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
90% you will not have the same problem, 3 months is disgraceful i would't bother waiting any longer, if by chance you did have a problem with another ISP they would get you up and running again in no time.
Be prepared though when u ask Orange for a MAC they will offer u the earth to stop u leaving if you accept your contract will start from scratch again, if i was in your position ide take my MAC and run.
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