I 'helped' a friend by suggesting they upgrade from, at the time Wanadoo Anytime, to their 8Mb broadband package as they were finding browsing very slow.
Livebox arrived within 10 days, set up, no synch on the line, I reported this and they confirmed a fault on the line. 7 days later, still no go, so contacted support again who said the fault had not been raised [!] fault was then raised. Initially the order was placed on the 6th of May yet still no closer to getting broadband, still no synch on the Livebox.
The customer has been paying for the service, £17.99 a month, which they cannot and have never been able to receive, it's an absolute shambles. I always considered Wanadoo/Orange on the ball with technical faults but this is getting beyond a joke.
Last edited by Morlock on Mon Sep 11, 2006 12:34 pm; edited 6 times in total
Ny friends connection is in the South Manchester area, the problem was escalated and a phone call promised every Tuesday with an update, this happened once, the first Tuesday, nothing since.
12 weeks now and still it seems no closer to getting a working connection.
Get the ISPA involved - you should then have a permanent Orange contact it's a lot easier to chase them.
I'm still offline (4 weeks so far this time) after being offline for 2 months before. I'm in Chorlton (surprise!!!) - where about in Manchester is your friend's exchange?
The ISPA have been contacted and Orange must now phone every day with an update, although this does not really solve the problem. The actual exchange is in Moss Side though she lives a couple of km away.
Thanks to 'K', the administrator of this forum, the problem has now been highlighted in the register:
Problem is still unresolved. They claimed to have fixed the problem but they have not. The Livebox synchs then immediately drops the connection, the same with another modem which I tried.
The fault has been classed as 'intermittent'!
It is permanently intemittent in my opinion as the synch does not last long enough to even log-in.
Orange are a complete waste of time, but thanks for trying to help.
It may be permanently intermittant but it's actually very important. If it's tested as no sync and the system shows it has sync'd even for just a short period then it gets automatically rejected.
Finally, after FOUR MONTHS, Orange finally sent an engineer to the exchange. I spoke to an Orange CS rep and the finding was that "the line will not support 8Mb, 2Mb, 1Mb or even 0.5Mb because of a fault in the exchange", No? You don't say! The fault was with the CR17 and the 'tie pairs' need replacing.
Anyway, they promised to have it [LLU Line] fixed within Three days, if that doesn't work, they have stated they will put the line on ISP Stream rather than LLU which will take two weeks, so hopefully sometime before Christmas the line will be enabled.
Finally, after FOUR MONTHS, Orange finally sent an engineer to the exchange. I spoke to an Orange CS rep and the finding was that "the line will not support 8Mb, 2Mb, 1Mb or even 0.5Mb because of a fault in the exchange", No? You don't say! The fault was with the CR17 and the 'tie pairs' need replacing.
Anyway, they promised to have it [LLU Line] fixed within Three days, if that doesn't work, they have stated they will put the line on ISP Stream rather than LLU which will take two weeks, so hopefully sometime before Christmas the line will be enabled.
You could be right there. After waitng the Three days the agent specified, the line is still not activated. Phoned yesterday, day four, and was promised a return call in 15 minutes, not surprisingly the call never came, waited all day today, call never came so decided to phone them. Blah Blah Blah...BT engineers...blah blah blah Orange engineers excuses excuses excuses.
Orange promised that after Three days, if LLU wasn't working they would switch the line to IP Stream but they seem to be stalling that now as well. I have never dealt with a company with such lack of regard for customer service and never experienced such apathy, particularly when the account has never been active and was ordered over FOUR MONTHS ago.
Tomorrow is bite the bullet day, IP Stream or stick the contract where the sun don't shine.
So, another week on and still no connection. Recieved a phone call before the weekend saying it's all fixed and there should be no problems.
Brilliant!NOT!
The Livebox is now synched, but with a 'PPP Server Down' error so there is still no BB connection on the line, all I can say is Arrrrrrrrrrrrrrrrrrrrrrrrgggggggggggh!
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