I have been without an ADSL service since 28th June following an 8Mb LLU "upgrade". I have been trying for weeks to get Orange to progress the fault diagnosis. However, there is an existing fault report open in the system, dating from about the 7th July, which, I believe, implies that the initial engineering diagnosis suspected that the fault lay with the customer premises equipment. Having established that my PC, modem and telephone setup is OK, Orange Tech support cannot close this fault report, nor can they open a new one until it is closed. Until a new fault is recorded, no further diagnostic work can be requested.
On the 29th July I was told that the fault is "stuck". I was told that it would take 5 working days to fix. Not the fault on my broadband connection, the fault with the fault system. You may not be surprised that the fault report is still "stuck". I have requested my MAC and now fear that the MAC cannot be generated whilst the line still has an open fault. Catch 22.
This issue of "stuck" faults was mentioned in The Register article of 10 April 2006 that reported on the problems that led to the opening of this site. Obviously this software problem is not new, yet, over 4 months later, it is still an issue.
* Has anybody else been caught by this?
* Can anybody explain the problem in more detail?
* Does anybody know what, if anything, is being done to fix this issue or what temporary workarounds have been established?
I constantly came across the 'problem stuck' issue the first time I was offline (2 months). Apparently there was a problem with my CBUK number so everytime a call was escalated it would just 'stick' in ther system and then get cleared and I'd have to start again- apparently this problem was resolved.
I'm offline again and now my calls get 'suspended' instead.
I constantly came across the 'problem stuck' issue the first time I was offline (2 months). Apparently there was a problem with my CBUK number so everytime a call was escalated it would just 'stick' in ther system and then get cleared and I'd have to start again- apparently this problem was resolved.
I'm offline again and now my calls get 'suspended' instead.
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A "stuck" and a "suspended" fault is one and the same thing. What essentially happens is that the automatic testing cannot go forward. Hence it just stops the fault testing. Imagine it as your computer getting "frozen". Unfortunately, this requires manual intervention from Orange, the Faults Team and occassionally with BT Openreach. This co-ordination can delay issues, but repeated "stuck" faults are attended to by a special in-house team.... Hope that was a little helpful!!!
I constantly came across the 'problem stuck' issue the first time I was offline (2 months). Apparently there was a problem with my CBUK number so everytime a call was escalated it would just 'stick' in ther system and then get cleared and I'd have to start again- apparently this problem was resolved.
I'm offline again and now my calls get 'suspended' instead.
--------
A "stuck" and a "suspended" fault is one and the same thing. What essentially happens is that the automatic testing cannot go forward. Hence it just stops the fault testing. Imagine it as your computer getting "frozen". Unfortunately, this requires manual intervention from Orange, the Faults Team and occassionally with BT Openreach. This co-ordination can delay issues, but repeated "stuck" faults are attended to by a special in-house team.... Hope that was a little helpful!!!
"manual intervention" never came - not after weeks of waiting - and you can't accuse me of not being patient. What can customers do to get a fault un-stuck?
It will never come, becuase what the agents tell you is one part. They just send a email to the higher ups...then who knows what happens.
When there, I tried to find out if there is actually an escalation taking place, by following up on the the prevoius cases I had escalated. In 99.9% cases, there was no followup by any escalation team. So keep fingers crossed...the poblems are huge....
Pipped wrote:
"manual intervention" never came - not after weeks of waiting - and you can't accuse me of not being patient. What can customers do to get a fault un-stuck?
"manual intervention" never came - not after weeks of waiting - and you can't accuse me of not being patient. What can customers do to get a fault un-stuck?
If you can I would find an ISP that will work with you and not against you.
i cancelled after two months no service and haven't looked back.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Agrees with Albz, Orange must be the only ISP that leave you weeks on end without a connection because of a "stuck" fault fix it for christs sake lol , I see Orange is becoming a joke its known now for giving out free months and dropping the price if you wanna leave ide rather pay a reasonable price for a good solid connection and good CS and TS which Orange sadly lack BIG time.
Regards
Steve
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