The site giving you the option to enter the serial number and MAC address is a bit of a grey area, used to be that way but most of the system is automatic using the details they already have for your livebox.
You may or may not get the option to enter the details.
Phoned Orange today on 08702202002 (read somewhere that this is for the English call centres - don't know if it really made a difference) and asked for a MAC code.
Received Livebox a moonth ago now and Talk hasn't ever worked. I was transfered to someone else in the call centre who gave me a month free and an upgrade to the Broadband Max with unlimited downloads and unlimited calls (once Talk works!) all for £17.99.
I have been promised a phonecall back tomorrow between 2 pm and 3 pm for them to try and sort out the Talk service again.
Have you been given a new contract in writing for the 17.99 package?
colindempster wrote:
Phoned Orange today on 08702202002 (read somewhere that this is for the English call centres - don't know if it really made a difference) and asked for a MAC code.
Received Livebox a moonth ago now and Talk hasn't ever worked. I was transfered to someone else in the call centre who gave me a month free and an upgrade to the Broadband Max with unlimited downloads and unlimited calls (once Talk works!) all for £17.99.
I have been promised a phonecall back tomorrow between 2 pm and 3 pm for them to try and sort out the Talk service again.
I've been without my Talk service for 7 weeks now. I've done everything they have asked me to do. I got sent a new Livebox, and phoned up fpr the talk to be re-activated but serial number and MAC address didn't match.
I have now had my problem sent to their Head office for "investigation".
I phone and e.mail 2-3 times a week for an update, only to be told It's being investigated at high priority.
I called yesterday, and they asked me for details of my faulty Livebox that was sent back 3 weeks ago! They said they wanted to find out from that what the original problem was so they could find out why it isn't working now!!!! For Gods sake, the old box was dud, and the numbers on this one don't match. Whats the old Livebox got to do with it?
Surely they can Activate in some other way without the numbers? I'm doubting this service will ever work again. Every help desk person tells me a different story. If anyone from Orange is monitoring this Forum, why can you not just phone me, I have been told return calls are not possible, and talk through what's going on without me boosting my phone bill to National rate numbers any more.
Sorry for the long Post, but had to get it off my chest.
Regards
Stu
Orange phoned me back today as promised within the agreed timescale. I spoke with the Orange representative "D** T*******" giving an outline of the problem. He asked for my SN and MAC address. I told him that in the past I have been told that the SN should be 16 characters. Mine is only 15. This means that the box cannot be activated - I knew about the 16 characters a couple of weeks ago, but it has only now been confirmed that this will be the problem. Interestingly to note it only took a couple of minutes to sort this out!!!! Clearly standard Orange training does not include what to do in the event of a customer not having a 16 character SN!
I have to wait up to 5 days now to hear back from them but a fom has been filled (with it being likely that a new livebox will be required).
If you have a problem with the talk service check your SN - is it 16 characters?
In response to marshapc's question:
I have not been given a new contract in writing. In fact I am not 'in contract'. This adjustment I was told quite clearly did not involve a new contract. In member centre my service has been adjusted to the Broadband Max service @ £17.99 and I have received an email confirming that changes have been made. So I'm satisfied in that regard. [I only have it on promise that next month I will not be charged - although I understand that this is noted in the account - so I don't anticipate any problems there].
I acccepted the offer of BB Max @ £17.99 on the condition that the Talk service would be sorted.
Very pleased that the call was returned today and again speaking to someone very helpful.
Joined: 12 Jun 2006Posts: 907Location: Weston-super-Mare, UK
I've now been escalated
My serial number is also only 15 characters - although the phone did work for a couple of months.
Colin it looks to me as they will sort you out because you are past first level of support. I've always found them excellent after first level.
I would not want to rubbish their first level because they take calls from people who can barely turn on the computer through to power userss. I am sure that they sort out many problems for the people who do not have much computer knowledge.
Colin,
I have checked and found that my S/N is only 15 characters long.
I'll mention that to them when I can get through to the help desk again, but it is interesting that you picked this up but they didn't.
How did you get to second level support? Did you ask or did they offer? Do you have an alternative phone number to get through to second level?
Many thanks for your reply, at last I am armed with something to throw back to them.
Cheers
Stuart
It was the person that I spoke to a couple of weeks ago that was expecting 16 characters when I could only give 15. Therefore I thought that this could be a significant issue to mention when I was phoned today.
I phoned 0870 220 2002 (as I said above don't know if it really made a difference - found this in ADSLGuide forums). Yesterday I phoned to request my Migration code stating expensive phone calls and a month of no Talk - I regraded from 512K @£17.99 without Talk/Livebox. Have been with them since Freeserve - maybe a bonus. I was asked which ISP I was moving to. I fully intended moving to Madasafish at £10.99 for 6 months followed by £16.99 for the next 6 months (OFFER CODE = CHEAPER).
After being put on hold for a moment and transfered I was offered a call back from 'someone' at a time convenient, a free month and discounted Broadband Max.
So very pleased with the service today. I would have to agree with Keith here that the "standard OCS" will work well for minor issues, but not the more serious. Perhaps I have been too hard on them before now, but it is frustrating!
Hi Colin, Thanks for your reply.
I just checked and the faulty Livebox that I sent back also had a 15 character S/N, and that did work for a while. Still it is worth mentioning to them.
I would like to call them and threaten to leave, but unfortunately I have only been with Orange about 4 months so probably held into 12 month contract. Probably can't legally get out of it, so threat won't carry much weight. I will have a try at getting out n the strength of Orange not giving the service that I'm paying for.
Thanks again, I do appreciate your comments.
Stuart
Hi Colin,
I thought you might like an update on the non working Talk service.
I just called the number that you gave me 08702202002, and actually spoke to someone virtually straight away!
The guy there (called Michael) said that Orange are aware of the non matching S/N and MAC address numbers, and that there would be a fix done this coming week. He tried to input the numbers again, and it still didn't work, but he said it was due to be resolved by Wednesday. Maybe i'm getting passed believing, but I won't hold my breath. I hope I live to regret that statement and if they do sort it, I will actually call them and say thanks.
Regards
Stuart
Hi. Discovered this forum whilst searching for info on exactloy the same problem. On Tuesday VoIP was fine, on Weds it was gone, and I'm now 3 hours into calls with so called tech support.
I've figured out that UK tech support is considerably better than the overseas, but getting to them is the devils own job.
Currently waiting for re-activation (which I was told would be done last night, but C'est la vie.
I have to say, after recent problems (and what appears to be the standard bribe of free upgrade to livebox, Max package and £17.99) Orange are on their very last chance. If this isn't resolved fast I will be off to BT.
Last night I asked Orange for my MAC code. Did you know they've abandoned the scheme (it is still voluntary) so we don't even have that option at the moment. Roll on compulsory MAC codes.
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