I signed up for Wanadoo back in February and had nothing but problems with them.
I have the LiveBox and use it on a wired basis rather than wireless.
It constantly drops connections, that little @ symbol on a slow flashing basis is the majority of my problems, and when I try to use the "Configure the Livebox" tool, it gives me "Page cannot be displayed".
Eventually after much fiddling, speaking to "Technical Help" etc etc I get it back up.
I reckon my internet is down 75% of the month! It's an absolute joke, especially at £30 per month.
Now I am experiencing a whole new problem with Orange's Livebox.
The @ symbol is flashing very rapidly, which means something wrong with either filters or the line. Tested all filters = fine.
Called Orange to get a line test done and a fault on the line was found.
Now, I reported this last Thursday, and called them today (after being told to call today) that they'd know more.
Did they f*** know any more!
Has anyone had this problem themselves, and if so, what's the timescale on this being rectified?
Basically I am at the end of my tether with Orange - I cannot justify paying £30 for no service (of which is crap)
Yes like Albz says - you need to leave Orange ASAP.
They are an absolute robbing, lying disgrace.
I had the usual problems experienced by 1000's of others where they give you excuses and still charge you for no service.
I signed up for Wanadoo back in February and had nothing but problems with them.
I reckon my internet is down 75% of the month! It's an absolute joke, especially at £30 per month.
Now I am experiencing a whole new problem with Orange's Livebox.
The @ symbol is flashing very rapidly, which means something wrong with either filters or the line. Tested all filters = fine.
Called Orange to get a line test done and a fault on the line was found.
Basically I am at the end of my tether with Orange - I cannot justify paying £30 for no service (of which is crap)
Help meeeee!
Unfortunately it is the same cr@p we've all had to endure, I've heard the old 'problem with your line' gag a number of times, even to the point they said , oh you can't get 8 Mbs, we'll have to send an engineer to 'MANUALLY(???)' slow the connection until a reliable speed is achieved.... what the hardware is not auto adaptive?
No wonder their 'engineers' are busy. More like they are the cheapest tender, 'cos there arent very many of them and/or they are very good either.
As you joined in Feb , I guess you'll have to live with the 'service' for another few months, unless you can get ISPA to convince Orange to let you go.
A word of warning though - when my line dropped, it was nearly 8 weeks before I could get any connection. Oh Orange (rightly) won't charge you for having no service, but that's missing the point isn't it??
Oh and if you do get out, you won't get a MAC from them either, so no migration. You will have to cancel your account and get you line re-activated (another 40+ quid)
Well I *think* I may have managed to rid myself of Orange. Got ISPA involved and just rang them now and demanded my MAC code. She even had cheek to begin to ask for 6 months payments lol
After 2 weeks of numerous line tests, i decided enough was enough. I contacted BT who checked the line a few times - no faults found.
I then managed to get an email address for Orange......See below to see my rants. Start from the bottom - up! Worked for me anyway - hopefully they will provide the code in 48hrs
Dear Ross,
Thank you for your email.
We have searched through our online help to find the best answer for you.
Follow the link below for help getting a MAC Code:
If you have any further queries then please do not hesitate to get in contact with us again.
Kind Regards
Craig
Wireless & Talk Support
REF:WOOW&T
Broadband Support and Wireless & Talk Support: 0870 010 2462), lines are open 8am-10pm seven days a week. (Calls are charged at national rates from a UK landline or 4p a minute via Wireless & Talk and may be monitored to help us improve our service to you.)
Original Message Follows:
------------------------
Hi
Email: ***********
Landline: 0161 ********
1st and 3rd letters of password: ****
Real Name: ****
I called Technical Support again, after waiting the 4 hours as advised for my Line Test results. This has, as usual, now changed to "a possible fault" and Orange are now awaiting an update which you say you will have in 48 hours.
According to British Telecom there are no faults on this line.
I will now be calling today for my MAC code in order to migrate to another provider. I am still within my 12 month contract, but as no service is being provided, (and when it is, it's constantly
disconnecting) I have cancelled my direct debit payments to Orange - I will NOT pay for a service I am not receiving.
I have been patient while your Technical Services have tried to rectify the problem, however after being fed the same line everytime I call and the feeling that I am simply being fobbed off, I am at the end of my tether. I cannot justify paying for no service, and as much as I have tried to tell your Technical Staff that the problem is at Orange's end and NOT with my PC hardware, the modem or it's set up, they seem oblivious to this.
Therefore please confirm that when I call today I will indeed be given a MAC code so I may transfer to another provider. I have escalated the problem with ISPA, and am now at the 2nd stage of complaint wit them.
I do not want to take it to the 3rd stage, which involves a 3rd party acting as a negotiator, and I have also researched OFCOM, who state that when a customer asks for a MAC code the ISP is obliged to provide it.
Kind regards
Ross
-----Original Message-----
From: Customer Service [mailto:customer-service@uk.orange.com
<mailto:customer-service@uk.orange.com> ]
Sent: 19 September 2006 16:17
To: Ross
Subject: Re: RE: RE: RE: Broadband issues (KMM9834979V78554L0KM) Dear Ross,
Thank you for your email.
We're sorry to hear that you are having issues with your service, please accept our apologies for any inconvenience caused. If you wish to request a MAC code please contact our helpline and ask to speak to the cancellations department.
We regret that we are not able to arrange call backs. Regarding billing, once the problem has been resolved if you contact our billing department they will be able to request a refund for your downtime.
If you have any further queries then please do not hesitate to get in contact with us again.
Kind Regards
Andy A
Wireless & Talk Support
REF:WOOW&T
Broadband Support and Wireless & Talk Support: 0870 010 2462), lines are open 8am-10pm seven days a week. (Calls are charged at national rates from a UK landline or 4p a minute via Wireless & Talk and may be monitored to help us improve our service to you.)
Hi again.
I have just rung Technical Support, and the guy there has just informed me that although there was a fault found on the line, the test has been closed for some reason and he has requested yet another test to be done.
I have to call back in 4 hours (again)
Again I have called BT who have performed their own line test - no faults found and none found on my exchange at Pendleton, Manchester.
I am now demanding that you provide me with my MAC code so I may migrate to another ISP.
I am still within my 12 month contract however as Orange are not providing the service I pay for there is no contract - Orange is not providing a service they offer and that I pay for.
That aside, I have also never sent back any signed document regarding a contract. I have cancelled my Direct Debit to Orange, and no further payments will be sent to Orange with effect from today.
I have also contacted ISPA again, and filed my 2nd complaint - OFCOM has informed me that you are legally bound to provide me with a MAC code should I request it - and Orange are witholding this now.
I would be grateful if a Manager or Supervisor contact me this evening.
I have given Orange every opportunity to take ownership of this problem, Orange could even send an engineer to my house if needs be.
As it stands I am getting very little help, and it appears that Orange do not value their customers as much as other providers do.
Ross
-----Original Message-----
From: Customer Service [mailto:customer-service@uk.orange.com
<mailto:customer-service@uk.orange.com> ]
Sent: 19 September 2006 12:10
To: Ross
Subject: Re: RE: RE: Broadband issues (KMM9833586V63826L0KM)
Dear Ross,
Thank you for your email.
We look forward to hearing from you on our helpline later today to progress in our steps to finding a resolution to this issue.
If you have any further queries then please do not hesitate to get in contact with us again.
Kind Regards
Craig
Wireless & Talk Support
REF:WOOW&T
Broadband Support and Wireless & Talk Support: 0870 010 2462), lines are open 8am-10pm seven days a week. (Calls are charged at national rates from a UK landline or 4p a minute via Wireless & Talk and may be monitored to help us improve our service to you.)
Original Message Follows:
------------------------
Hi Craig
The whole set up has been done correctly (exactly the same as your diagram below). It is connected to the master socket as there is only one socket in my flat. All filters have been checked and I have tried swapping the Rj11 ethernet cables too.
I have even taken the face plate off my master socket and plugged my filter directly into the test socket as used by BT engineers. No joy there either.
Basically I have tried everything! It's definitely NOT an issue with how its all set up - it has to be a problem with the line.
I'll call for the results of the line test today - however if I cannot get this back up and running I am looking to get my MAC code please.
Cheers
Ross
-----Original Message-----
From: Customer Service [mailto:customer-service@uk.orange.com
<mailto:customer-service@uk.orange.com> ]
Sent: 19 September 2006 11:50
To: Ross
Dear Ross, Thank you for your email.
As the @ light on your Livebox is flashing fast you need to check your Livebox is connected correctly. Check that your Broadband filters have been installed correctly - you need a filter in every BT phone socket used in your house.
If you've a spare RJ11 cable (eg from your old Broadband modem) try using this to check it's not a problem with the cable which came with your Livebox. Connect your livebox to the main BT socket in the house and remove any other devices from the phone line.
Please refer to your Easy Setup Guide sections 1.3 and 3.9. Please be aware that we do not support extension cables other than the RJ11 type.
Just to confirm your setup:
___ BT phone
BT socket --- filter
--- Livebox---Phone Adapter--- Talk Phone
If you have checked this and a line test is been carried out please call us on 0870 010 2462 for the results and required further diagnostics.
Sorry for any inconvenience that this issue may have caused you.
If you have any further queries then please do not hesitate to get in contact with us again.
Kind Regards
Craig
Wireless & Talk Support
REF:WOOW&T
------------------------
My broadband has been down now for nearly 2 weeks now. I am on the top package with yourselves, 8meg broadband and also have Wireless & Talk. I have been a customer for over 6 months approximately and the level of service has been shocking.
Here are the symptoms, since your technical support seem thoroughly incapable of helping me - I hope this can be forwarded to someone who can. I myself work as a computer technician, so the suggestion of "Power cycling" the modem has been exhausted, as has every other avenue I can think of.
The flashing @ light is falshing rapidly - suggesting a problem with the phone line. Accessing the Configuration Page for my Livebox shows "Link Down".
All user names etc are correct and validated.
I have tested the filters, switching between 3 different filters.
My BT home landline (0161 ********)is fine. I have had BT themselves run line tests - all return fine and no fault detected.
I have called your "Technical" support numerous times now and all they have offered is "Line Tests". They ask me to call back in 2 hours - which I do. I am then told they have no further info - call back in 24, 48 or 72 hours (over the course of my requested line tests this number has increased)
I have used a website called http://www.dslzoneuk.net/check...er.php to see if my line 0161 ***** is ok, and it then displays "Orange LLU" unavailable. This site showed that my local exchange (Pendleton) was running Orange LLU and now that it is unavailable.
I therefore want a definate answer to what is going on with my internet. There is NO problem with eit.her my PC (it is only 1 month old), there is NO firewall stopping connection, and I have reinstalled the LiveBox and it's communicating fine with the PC
The problem lies with the Line or Exchange. Therefore it is in YOUR hands to rectify this problem. It would appear that I am not the only person with these issues http://www.orangeproblems.co.u...k/phpBB2/
I am tired of my internet connection being lost, then spending hours trying to regain it, or spending money calling your tech support. My connection is down 75% of the month, each month since I began with Wanadoo/Orange.
Should my internet NOT be working by this weekend (24th September 2006), I would like to request my MAC code immediately for migration to another ISP. You are legally obliged to provide this as per OFCOM.
I may be in contract, however as you are not providing your side of this contract, no further payment from myself will be made until my internet is working. I will NOT pay for a service that is NOT being provided.
I suggest this is escalated as soon as possible, I have already lodged a complaint with ISPA who will also be contacting you shortly.
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