Now this is bloody annoying. Had a huge amount of respect for Wanadoo/Orange since I have had an Orange mobile for several years, and was originally a Freeserve customer till moved to BT to try out their service, only I could not go back to Wanadoo quickly enough because of usage caps (BT having a cap, while Wanadoo doesn't)
I live in East London, Walthamstow to be precise. Problems started with the upgrade in June 2006. Livebox kept saying "PPP server down". After a couple of line tests, found out it's a problem at the local exchange, and had it rectified (Problem was that my line couldn't handle 8Meg's, so had it downgraded to 4Meg's, took 1 week to rectify, but at least it was sorted). Had brilliant service since, but then...
On Thursday 31st August, my broadband disconnected at around 11:50pm. Says "PPP Server down".
Day 1 - Friday 1st September
Phoned up Orange Broadband on Friday morning. After resetting Livebox, reinstalling Livebox, despite having a filtered master socket, and yet still being told to use filters in my telephone line (Pure stupidity), they finally did a line test. They tell me that my line is fine. To phone back for the results of second line test.
Day 2 - Saturday 2nd September
Told to reset Livebox again, reinstall, use filters again etc, made no difference. Line test not done. Phone back.
Day 3 - Sunday 3rd September
Told the guy I'm not going to reset Livebox for a third time, since been doing all this crap for the last two days. Line test still not done. Phone back. Phoned back, and was done. Line was fine. Doing another line test.
Day 4 - Monday 4th September
Line test not done. Phone back.
Day 5 - Tuesday 5th September
Finally, talked to someone smart at the Technical helpline. Line test hadn't been done, so he said he'll make sure a third and final one is done before sending it to BT for investigation. Phone in 2 hours.
I phoned back, and they say line is fine, and sent to BT for investigation. Phone back in 24 hours.
Day 6 - Wednesday 6th September BT saying line is fine, and that there shouldn't be anything wrong. "FSB" report being made, and going to be sent to technical department. Wait 4-5 days, and call back.
Day 7 - Thursday 7th September
Phoned back to ask what's happening with Technical department (Have to be persistent). No clue since there are no updates. She actually has the audacity to ask that I reset my Livebox again! No change.
Day 8 - Friday 8th September
A helpful Tech guy says that line is not provisioned (not ready for broadband), even though it should be, since had broadband working for two months. To wait for Tech department engineer report, and asked if I'd like to speak to Supervisor, which I agreed to.
Told Supervisor I'm disappointed. Asked if I can have free dial-up since they're not providing me with the service they're required to provide, which he agreed to do. I was so annoyed, that I asked for my MAC code to go to another provider who WILL be able to give me a broadband service. He refused, stating that to wait for engineers report before he'll be willing to give it. Who long will that take, I asked? Give it till Tuesday next week.
Day 9 - Saturday 9th September
Phoned them, but they said no Tech department report has been filed yet, and please phone back Monday.
So there it is, what's been happening so far.
I'd like to state that I've already tried reseting my Livebox to no avail. I've also completely reinstalled the Livebox and reset the firmware, to no avail.
For your information, I used to be a BT broadband customer, and they installed for me a BT master socket that has one part that is a dedicated ADSL line, and the other bit leads to the home telephone system (i.e. There are two sockets, one for DSL and one for the Telephone - Forgotten what this type of BT socket this is, but can be seen as a filtered face plate) - So what I did was to try and test the Master Socket by unscrewing the face plate, and connecting the box to the test socket, but the Livebox still doesn't connect. I also used one of my spare DSL modems in that test socket, and still no success. Hasn't connected for 9 days so far...
Orange and I am baffled. Orange says line is fine. BT are saying line is fine. I've tested line inside house, and line is fine.
Anyone have any ideas on what I can do from here? I can't be bothered to wait 1-2 weeks, and have a feeling that they'll be clueless as to what's going on, much like they've been saying up to now for the last 8 days.
Contacted ISPA on Sunday, we'll see what they do about it.
As you may know, the supervisor told me that I'm not allowed to terminate my contract before the 12 months are up. Upon explaining that the contract works both ways, and Orange are not delivering anything to justify the contract, he said to wait until the engineers report, and if nothing can be done, only then will he allow the contract to be terminated.
Well, phoned him up today, and he said the engineers think they've found the fault, and that it should be fixed before Friday (Where have I heard that before? Oh yeah, from the thousands of threads about this same problem on the internet!)
Anyway, I reckon he is wasting my time. I know that there are some laws dealing with organisations that should be providing a service, but don't so you have rights under those laws (I signed up with Wanadoo on 30th April, 2006, so am only 4 months into contract, but they're not providing the service they're legally obligated to provide) - Anyone know their names? Consumer protection act? Forgotten what they were called. Want to talk to my solicitor about this, cause this is taking the p**s now.
Surprise surprise. Well, maybe not. Woke up Friday morning, hoping the broadband would be on. Still not on.
Phone up Tech support, and they tell me that the fault has been fixed, and to re-submit your username/password into your Livebox. Doesn't work. The lady sounds totally confused, since it "should be working". Because she hasn't got a clue, she says she's doing another line test.
Phone back an hour later for results, and yes, my line is fine. The guy says that my line is scheduled to be activated by the end of Friday, so phone back Saturday if it isn't.
Decided to contact ISPA for a second complaint. Meanwhile, Saturday morning came, and yes, broadband not on. Phone up Orange, and they have no idea. Do another line test while I'm put on hold, and no fault found. He says he has no idea, and if he can do anything else for me. I say how about giving me my MAC code. He notes that I'm still part of a 12 month contract right now, but if the FSB report sent two weeks ago comes back and doesn't know why it's happening, he'll give it.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
A reasonable request to me no broadband they havn't got a clue what it is so no service no service no contract but oh yes the contract is one way only OUR way what a bunch of cowboys.
hope you get it sorted soon
Regards
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