On Tuesday 30th March my DSL light on the Siemens router started flashing and I could not connect to the internet. Called Orange Tech Support did all the usual - changed the filter, changed the wire between the filter and the router, reset the router, tested the filter in the BT test socket and also prayed to the broadband gods etc, etc. Anyway, that didn't do anything so they then started a line check for me and I was told to call back 48 hours for an update.
Wednesday 31st March - the line check came back that there were no problems - I was told it must be a problem with your internal wiring. But obviously we had already done a test in the BT test socket previously, at this point we also tried a different router to see if that would get a DSL signal but that didn't work, so again they tested the line knowing that it must be a problem on the line or the servers.
Thursday 1st April - waiting for update from engineers
Friday 2nd - engineers had found a potential problem and they were working on it. Should have an update in 24 hours.
Saturday 3rd - Orange called to say that the best plan of action would be to send around the engineers to the house, told that they would call back PM today to arrange. No call back received, but did receive at least 12 texts messages (no joking really 12) either telling that there was a problem or that the engineers were working on it. So I called about 8pm and I was told to wait for an update or call back tomorrow.
Sunday 4th - Called Orange, they would not sent an engineer until they had sent out a new router - told them that we have already tried a new router but they insisted that this might work. Was also told that the engineers were still working on the problem in the background. Later received another text message to say the found a potential problem.
Monday 5th - Received another text saying received another potential problem. Called Orange the assured me that the engineers were working on the line. At this point the DSL light on the router stopped flashing and turned off permanently.
Tuesday 6th - Engineers working on problem and waiting for update
Wednesday 7th - Engineers working on problem and waiting for update
Thursday 8th - Received new router plugged it in and still no DSL light - called Orange, went through all the tests again and still nothing. At this point I was then told that the engineers have not been working on the problem since Sunday because they were waiting for me to receive this new router and that I would need to wait of another 48 hours for them to complete some more tests!!! I was then booked a call back for Friday 10th for an update; I gave them my mobile number to call me on.
Friday 9th - no call back on mobile but when I got home found a message on land line saying they would try me again tomorrow. Called Orange and the assured me that I would get a call back on my mobile.
Saturday 10th - no call back. Decided to wait till Sunday
Sunday 11th - still no call back. Called Orange - was told they did call me back on my mobile and left message, checked mobile number and it was correct. Spoke to supervisor for 1 and 1/2 hours. Was told they could not do anything until they receive an update from the engineers (which they have been waiting for since Thursday), again I was told that they should have an update tomorrow (Monday 12th)
Monday 12th - No update told that again they could not do anything until the engineers update them.
Tuesday 13th - (today) - I really don't know what to do. I could change ISP, or I could, tech support doesn't seem to know what's going on and nor do the engineers. I pretty sure it's not a physical fault on the line because they admit that I seem to be the only person ringing up with this problem.
I have now not had broadband for 2 weeks, I will get my money back but that's not the point. I have no idea when it will get fixed and it seems that don't either.
I'm sorry but this problem needs engineers to identify the cause. It does seem that a cease has been applied to the broadband connection.
One consolation is that when the 30th day without a connection comes then you are entitled to cancel the contract (if you are still in a contractual period) without incurring any charges because of Orange's breach of contract.
For almost two weeks I have had exactly the same problem and gone through the same hoops Can you please tell me if the problem has been resolved? If so what was the cure?
Received a text from Orange today to say that they had discovered a 'potential problem' with my connection. I wonder if it is the same 'potential problem' that they texted me about last weekend. Sigh, I guess I'll need to ring them again tomorrow
Oh happy days Finally, I came home from work to find the green light on the router was on all the time. I feel vindicated as it turned out to be
faulty equipment at the exchange Orange have said that they will give a refund for the month, so I suppose it's better than nothing.
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
Can you please tell me if the problem has been resolved? If so what was the cure?
Finally, I came home from work to find the green light on the router was on all the time. I feel vindicated as it turned out to be
Orange have said that they will give a refund for the month, so I suppose it's better than nothing.
