Hoping someone can help me, or at least point me in the right direction!
I've been an Orange customer for ages, previously I've had a wanadoo dial-up connection and had no issues.
About 18 months ago I upgraded from dial-up to broadband, Orange kindly sending me a Speedtouch modem. Things were fine for about 9 months, the connection speed was very good, and in all that time the connection dropped about 6 times, if that.
In about November last year, my connection started to drop out frequently to the point of the internet being unusable. This carried on for about a week, and without me contacting Orange, it seemed to rectify itself, and worked fine up until about 2 months ago.
Since that time, the disconnections have been thick and fast. Connection speed when the internet is working has been fine, but the frequency of the drop outs has become unbearable, sometimes rendering the internet completely unusable for an entire evening / weekend.
After several calls to Orange, they have identified a fault with the line after doing basic line tests. After the second call, they tried tinkering with some settings - this worked, but only for four days. After another call, they have "Completely reset" my account, and again, although the drop outs are MARGINALLY less frequent, they are still there, and STILL render the internet unusable for a lot of the time.
I usually use a Netgear wireless router, although it doesn't matter whether i use that or the speedtouch modem, the problem persists. It also doesn't matter whether I use my PC, or my girlfriend's laptop, the problem is still there.
I am beginning to suspect that there may be a problem with the phone line, as (Although i have not admitted this yet to Orange), I have noticed that one of the phone cables outside my house looks a little bit frayed to say the least.
So I guess my main question is this, who's responsibility is it to get the line fixed, Orange or BT? The problem certainly isn't a hardware issue within the house, and prior to a few months ago, I was very happy with the stability and speed of the Orange connection - but what do I do next?
Is it Orange's responsibility to raise a case with BT to get them to send an engineer out? Or does my mum (who's house and BT line it is) have to call BT to arrange for an engineer to visit? There are concerns with the last course of action, as BT will charge us £100 which we can ill-afford should they find that nothing is wrong.
Hi there, I work for Orange and might be able to help.
Please send an email to customer.services@orange.co.uk, including your personal contact details and username from this site, and I will give you a call to discuss.
In order that your email is forwarded to me quickly, please add "Jonathan Orange Response" in the subject field and also in the first line of your mail.
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum
