Well i am with Orange, got the dreaded PPP server down on 31/08/09, just got a broadband signal back today!!! 2 weeks, and it was hell!!! About 15 calls to Orange, I had to chase them up to look at it every other day. First week they called back 4 time saying it was fixed and no it wasnt, i have had to reset my livebox about 10 times, then learnt to say i know what to do and have just done it before i called you. Second week they promised a visit form an engineer because they say the engineers who were checking the exchange said it must be a cabling issue my end, thats BS as my dad works for BT and he had already checked everything atleast twice in my house.. Then I eventually got a time and date for an engineer after Orange failed to call me back when they promised to Three times to tell me when they had arranged it so I had to keep chasing them. I went to bed last night at 11PM, B/band still down, checked 07:30am today and there it was the broadband signal on with a solid light on the live box!! Called them back to ask about how it was fixed etc, they had no idea!!! I just said look I dont really care have wasted hours on the phone with you, i am just praying i dont get anymore problems before my contract is up in Feb. To sum it all up, it is sooooooo frustrating to try and talk to these guys about faults etc, hardly anyone you call knows what is happening and it seems if you want anything doing you have to chase them and pay for the privelidge on their phone line!!! I hoped it would be down for the 30 days needed to cancel the contract!!! anyway, thats my Orange experience, i will be leaving as soon as I can. I have had it for about 2 years prior and TBH not had much issue except connection dropping out every now and then, The service they give for technical support is awful, if they had said we will look into this, you wont have to pay whilst the service is down etc etc, its just the way that they say we will do a line test, you call back, they say "oh we havent done it yet, we will do it know it will take 48 hours, we have to do it again, the system we use is down for the weekend etc etc.. always exscuses, no proper explanation of what is being done etc... they treat you like an inconvenience, not a customer and then the indian call centre, give me strength.... waste of time!! They obviously have poor traing and no motivation to be interested in what you are talking about - In the end I often hung up and redialled till i got through to an operator in england.
The service you get seems to be "luck of the draw". I reported the PPP server down on a Sunday morning for the first time in over two years, about two months ago. I wasn't hopeful of the response after reading other posts, but after a single livebox reset at India support insistence, got the usual lunchtime "test done and everything now OK" message (it wasn't) and promise of a call to check (none). Meaningless responses to e-mail which are passed from pillar to post e.g. CS/faults/escalations and livebox support all seem different and they can't pass a message on as appropriate, reples are usually 2 working days too!
I rang back the next day on Monday afternoon (intended to get a MAC after investigating alternatives), to be told by English support that fault had been escalated and engineer had been at exchange since 9.50am (precisely), usual story about 5 day repair target (was the engineer taking his holiday?) but "if I were you I'd try to resynch after 6 hours and if necessary a similar period thereafter, it should be back well before the 5 days have elapsed". Internet access back at 4.30pm, and has been continuous ADSL2+ since (without usual brief weekly drop outs and fall backs to ADSL2, which usually gave a better speed) at constant 4Meg (50 attenuation 9-11 noise margin changes only on weekly renewal/change of IP address). Did also get a couple of call backs to check things OK.
Only frustration is to find out cause and what was done: only hint is the obvious that sync speed has dropped by over 1Meg (20%) presumably by a manual DLM restriction (which Orange seemed to confirm), but still appears to be at a premium of about 15% (rather than the up to 40% before) to that achieved by some of my neighbours with the other usual mass market ISPs; so in view of that and price (LLU 2nd line and linked to mobile phone account) I'll suck it and see as I'm out of the contractual minimum period.
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