I've been struggling with the same problem for 3 weeks now. The line suddenly went dead.
I've just received a replacement Livebox, havingReset to factory settings, uninstalling and re-installing, borrowing a new phone, and spending a fortune on calls to Orange support. I am now waiting for my Talk servive to be re-activated, as you get cut off when they decide you livebox is dud.
If you have problems in your area, it might be worth waiting to see if it comes back on again, otherwise don't hesitate to shout down the phone at the tech support people. If you don't shout, they just don't listen.
Good luck
Hi
i have the same problem at the moment, broadband and no phone, so rang Orange they have done a line check with me waiting four hours for them to do so rung them back, line is ok but they have to do another line check just to make sure that everything is fine so they can replace my live box!!! so i now have to ring back in two hours time on my mobile which is going to cost me a fortune.
Last edited by cornishlass on Tue Aug 22, 2006 12:50 pm; edited 1 time in total
I got my new Livebox, and tried to get the Talk re-activated.
Called the customer support, and they asked for the Serial number & Mac address. I found the sticker on the setup cd with the details, and compared them with the sticker on the bottom of the live box.
I gave this information to the guy on support, and he attempted 3 times to activate the Talk service, but it kept telling him that the numbers did not match.
Then had to call tech support, who reckoned that they had succeded an d service would be active in 24hrs. Guess what. It isn't. I spoke to Wireless & talk who said they would call me back, and didn't!
I have now been told that they would send my problem details to head office for investigation.
Why don't I believe them. I'm starting to wonder if I'll ever be able to use the phone again. Trouble is, the money I expected to save by using Talk, has now been lost by calling the helpline.
Anyone know how you get out of the 12 month contract? I've only been in for about 3 months.
I've been reading both here and at ADSLguide about the Talk service problems and thought that i would give an update on my situation. Wireless & Talk still isn't working. I phoned today (a week after the last phonecall) and was passed a bit like a YoYo around the globe. I spoke to 4 different people from what I gather 2 in India (?) and 2 in the North East of England. Spending about an hour and a half on the phone costing £6.10. Congratulations though go to James in the North East who handled my call very professionally and helpfully.
I was passed from Technical to Customer Care, back to Technical, and then again to Customer Care. No-one had an answer that solved the problem! I got to the stage of them trying to manually activate the Talk service using the Livebox serial number and MAC address, however the Orange system refused to accept these details repeatedly. I tried with several call handlers but no success.
I left the situation today a little poorer, and awaiting a call from an Orange superior. I was told that this could take 48 hours. I have indicated that I wish a replacement Livebox (with a code that will work). I feel that if I don't receive a response there will be another phonecall next Monday requesting my Migration Code to move to another supplier probably Madasafish at £11.99 for 6 months followed by £17.99.
Doing this probably will be breaking a contract which I guess I renewed when I moved to the Broadband Plus package from Standard 512K, but Orange will have had 3 weeks to resolve the issue before I try to jump. Currently they are not providing the service that they are due to me so I don't see that there should really be a problem. I'm sure that I will be told otherwise if I try!
Plus I've been having problems with Halifax et al - although I have solved these with grumpycrab's post with details of OpenDNS servers at ADSLguide. Try using OpenDNS servers 208.67.222.222 and 208.67.220.220
All rather annoying when I have been around since the Freeserve days without any problems ...
well rang back Orange and after a lot of waiting suprise there is no line fault but because of this i cannot get a new live box!! the brillant dedutions made by the technical staff was there is a problem with it but they don't know which bit!! so after explaining that i like broadband to do what it says on the tin i am now being sent a new live box but if there are problems with this one i have to ring BT.
fingers crossed.
Last edited by cornishlass on Wed Aug 23, 2006 9:32 pm; edited 1 time in total
Joined: 12 Jun 2006Posts: 907Location: Weston-super-Mare, UK
Response by email:
If the talk service is still not working, please contact our technical
Support Team on the number below as you may need to have livebox
replaced.
We need to ensure first of all that you have;
-had a replacement phone adaptor
-factory reset livebox at least 3 times
-had the talk service account closed and reopened
-tried with at least 2 or 3 different handsets
Joined: 12 Jun 2006Posts: 907Location: Weston-super-Mare, UK
Emailed them again:
> -had a replacement phone adaptor - Tried 3
> -factory reset livebox at least 3 times - Done
> -tried with at least 2 or 3 different handsets - Tried 3
Can you arrange for the talk service account to be closed and reopened.
Response
I have closed your talk service account.
In order to reactivate this, please do so via the member centre on the
Orange Homepage. You will need the MAC and SN from the bottom of the
livebox to do so.
I have now had to join talk again - waiting for it to be activated.
Looks like you might be getting somewhere with the Talk service (maybe?)!
I thought that I would give Orange one last try to sort this out. Last phoned on Monday 21st August and promised a return phonecall which didn't happen (I wasn't surprised).
I would like to try to contact them by email to close the Talk account (and reopen). This will be their last chance before I move to Madasafish. I've spent about £7.50 in phonecalls to them and I don't intend spending any more except to request my MAC code if Talk won't work in the next few days.
I've looked on Orange's member centre for an email address, but the 'email us' link just takes me to the help pages. I wonder if you could provide the email address that you used please.
I've looked on Orange's member centre for an email address, but the 'email us' link just takes me to the help pages. I wonder if you could provide the email address that you used please.
They don't advertise or provide direct email address links on the site, probably to cut down spam so they can answer more emails.
Anyway if you go to their help pages, look for anything and go into an article, there's a "contact us by email" link at the top right to a form you can send to them. Not sure if a direct link will work right but....
Contacted Orange via the online form and got an email response very quickly from Craig at Wireless and Talk support. I was very impressed with the speed at which I got this response.
Craig asked me to phone OCS (can't believe the difference in price with phoning at the weekend from 7ppm down to 2ppm with 1899.com - I know BT is 1.5ppm at w/e but I want all the calls itemised together so that I can request a refund of the cost at a later stage).
I spoke with Simon in South Yorkshire who was very helpful. He has deactivated my Talk service and reactivated it. He asked me to wait 24hrs. I said that 24hrs was no problem since I have waited so long! I'll wait and see if it works.
Another point that Simon raised was the activation through the web. Simon stated that I should accept a legal agreement and then I have to enter the MAC and SN. Currently all I can do is accept the agreement and am then told that I need to wait for an email. Can someone confirm that once the email is recieved that the page on the web changes after the legal agreement to allow you to enter the MAC and SN.
Anyway here is hoping
What a difference it makes speaking with someone who understands clearly what you are asking an gives you credit for what you can do. I asked if I should reset the livebox and was told that it wouldn't do any harm after I finished the call. "Do you know how to do this ..." "Yes" so no problem Its nice to be given credit for what you can do.
Joined: 12 Jun 2006Posts: 907Location: Weston-super-Mare, UK
Colin
You are getting in front of me now. I signed up again and am now awaiting re-activation. No place for MAC or SN. I've got a feeling that the Livebox is the issue.
I'm supposed to be on £17.99 Max including talk but I suspect my billing will be messed up afterwards.
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