My broadband went off on the 24th August and have been fobbed of by Orange/Wanadoo so called technical support 16 times.
Been using the wireless setup since March 2006. But stopped working 24th August with the @ light slow flashing and PPP Server down error since.
Been on the phone for a total of more than 6 hours but getting nowhere.
Getting told engineers will do a line test phone back tomorrow, phone back in 2 days phone back in 5 days etc.
One support guy when reading my notes let it slip that it has not worked since they changed servers on the 23rd August. If they changed it then change it back or fix it then. That is not my fault.
Done factory resets, installed software again, new filters etc but getting no where.
After 4 times of being told a line test was being done eventually got done on the 28th Aug, and yes a fault was found (no surprise).
But still not fixed it 11 days later and now told it will be another 5 days before next chance an engineer can get to it as they are to busy.
Eventually got to speak to a supervisor (Makala Jackson) to be told they have 6 weeks to fix it in in accordance with the contract so like it or lump it.
She can cancel my account but I would have to pay a cancelation fee and the remaining 5 months of payments.
I can't move to another provider as they are holding my MAC address to ransom unless I pay to the end of contract etc.
This stinks I need it working, Makala told me if I want to look at my emails then get a dial up pay as u go account (I have done with Tesco and it works well), but that is no good for large downloads for drivers etc, I need broadband.
They seem to be making no effort to get this fixed and just feed me the same old lines they must be reading from a script (I put it to Makala that she had something like 5 scripted replies and she actually said no we have 7! shows how useless they are, can't even think for themselves).
Been told I have to phone back each day or nothing gets moved on (like it does when I do!), as they have no system for following up unfixed problems.
I am really getting fed up with this (thats the polite version) and the next stage will be to carry out a sit in in their office until it gets fixed. I will get the TV and papers involved. Anyone want to come and join me to make more of an impact and get on TV?
I had the same problem as you kilabyte - no connection for over 2 weeks and they wouldn't give me a MAC code.
Fortunately I was out of contract so I moved to Idnet who are absolutley fantastic.
I got messed around so much with their excuses, they lie and are crooks.
In the end I cancelled and got the LLu taken off within 10 days.
If it was me I would just pay the remaining contract fee and get the hell out of their criminal organisation.
Cancel, don't wait for a MAC code as it will never come and probably be false when it does.
Orange need sorting out legaaly as they are stealing thousands of punds every month, people paying and getting no service.
Now 21 days and still no further on with getting it fixed.
As soon as the contract time is up going to cancel it whether fixed or not , also going to cancel phones and get friends and family to do the same. Suggest evreyone else does the same as this amount of downtime is stupid and no service to anyone.
I was told they have a stipulated 48hrs to fix a problem once they are aware of one, i.e. once the customer calls about a problem, they have 48hrs to fix it, so 6 weeks to me sounds kinda TOOOOOOOOOOOOOOOO F-KIN LONG to wait. call em back and tell them that they are breaking the contract by not fixing your line, as they dont have 6 weeks to fix it in the contract, infact, lemme go check that, as I have an unsigned contract here...
There is no mention of any time frame for them to fix a problem/fault on the contract, so why the person said 6 weeks, he is filling your head with bull***t, if it isnt mentioned on the contract, then you are NOT contracted to wait 6 weeks for them to fix your fault/problem.
As far as I am aware from one of the better CS tech at Orange, that they have 48hrs to fix a fault/problem once the customer informs them of one.
So you can totally disregard the 6 weeks lies that you were told.
The dude probably told you 6 weeks, as they have a backlog of ppl with the same problem, and it will probably take 6 weeks to fix due to all the backlog, but not because you are contracted to wait 6 weeks.
Do what everyone else who has joined this site has done, LEAVE Orange now, its the best thing to do, heck, even all the old timers who were with freeserve are now bailing, so if the ppl who have been there for 5+ years are jumping ship, then that tells you there is sosmething majorly wrong with that company.
Just had an argument with the suppervisor at Tech support. She insists it is 6 weeks before they will "consider" cancelling the account with no charges.
She can cancel it now but will cost the cancelation fee plus the outstanding 5 months of payments. No if no buts thats it.
I can't find my original contract so can't check but she states in accordance with the contract it is 6 weeks.
Can't even just stop my payments as they have the line tied up and I can't get another provider.
Wish I had never signed up to be with them. I will never touch anything to do with the Orange company again and will advise everyone else I speak to the same.
Kilabyte, two days ago after much persitance I managed to speak to a Tech supervisor who stated that would have to be six weeks without bb before cancellation without financial penalty would be considered, would have to be authorised by a tech supervisor, an email from customer services confirmed could be cancelled but made no mention of 6 weeks. This will not be in your contract and is not in t & c. It is apparently internal office policy but when asked they refused to put in writing, request from head office, which I am doing. As has been stated elsewhere on this forum the legality of this 6 week bull is at best dubious and appears to be more lies. If you've been down for what I assume is now running into weeks I would think pushing for immediate cancellation should be tried. I'm at the point where I'm doing this by e-mail and letter and before the next direct debit goes out of my account I'll be cancelling it.If there is a problem Orange can't or won't fix they've broken the terms of the contract. They're full of s*** and have no right to tie anyone to a contract for services they can't provide.
Circlefreak, Oh yes running into weeks (4 weeks and 2 days to be exact).
20 phone calls. two complainst to Ofcom and two letters to Orange customer services. The last a week ago recorded delivery - no reply. Have pushed for immediate cancelation many times but wont do it without charging me.
As has been advised it is possible to cancel without penalty if there is a fault which has not been corrected, the 6 week rubbish is just that , rubbish. I assume all the nonsense tests have been repeated a number of times and still no solution. After 4 weeks without bb I don't think they can refuse. They can't charge you if you cancel the direct debit
This is the email I got from Customer Support
Dear
Thank you for your email.
I have checked your account, i can see that all main diagnostics have
been attempted by our frontline agents. It is not usual practice for a
Livebox to be showing ppp server down error for this length of time. A
ppp server down error is usually explained by a temporary loss of
service at the local telephone exchange.
I have checked for a recent update in our fault management system, there
has been a number of line tests carried out. All attempts to find an
external issue with these line tests have failed, showing no fault
found. When a fault shows this status we have to cancel it, this is why
we have 5 closed faults for you.
The first notes that we have on our system regarding this issue was on
10.09.06, when calculating a refund for the downtime you have received a
customer support agent will take it from the first day of contact with
this issue, to the day we resolve this issue. Email response agents are
unable to apply a refund to your account, this is due to security
restrictions, we do not have the facility to authorise this. With
regards to the refund i would advise you contact customer support on the
number below.
To be able to legally cancel your contract, without a cancellation fee,
a technical support team leader would need to authorise the cancellation
once they have determined if all possible technical diagnostics have
been attempted.
I cannot advise you of a specific date as to when this will be resolved,
i would advise you contact our technical support team on the number
below and request further action on this issue. I have placed a note on
your account regarding the ongoing issues you are facing. If you require
to speak to a higher authority please advise the frontline agent that
you speak to.
Kind Regards
Lucie
Broadband Support
REF:WOOBB
Broadband Support: 0870 010 2462, lines are open 24 hours a day, seven
days a week (calls charged at national rate)
Is really the same old b*****ks though going by the underlined cancellation should be pretty straightforward when loss of connection is caused by technical faults. It obviously won't be but the more contact I have with these fools the more information they let slip. Just a case of persisting and asking the right questions. A letter regarding my cancellation will be on it's way in the next couple of days, I'll be phoning the cancellation department and stopping the direct debit.
Thought I would try a factory reset again just for the hell of it.
and guess what? it only bl**dy works now Smile
They didn't actually bother to tell me and it may have been working for a few days.
So I guess the recorded delivery 2nd complaint and complaint to Ofcom must have done something (still not had a reply letter or phone call from Orange though).
Now just got to fight to get the compensation for the 4.5 weeks of no service.
Only problem is I was hoping this far down to get to the 6 weeks and cancel the contract. Still going to leave in 5 months as soon as the contract is up. But at least now I can get back on line.
Thanks for the support from your guys on this forum. Hopefully I can now leave you in peace and won't need to visit here again. Goodluck to everyone that is still having problems......
WOW indeed! And so is mine. I turned on the live box again this morning and that bloody light was blinking away though as I received a modem from Orange I thought b****cks as a last option I'll try installing it before I have another go at customer services, even though ts told me it'd make no difference . Five minutes later I'm up and running at spmewhere around 3 mbps download I suspect that if I factory reset the livebox it'd work though as I don't use it for phone calls I'm sticking with the speedtouch modem. Never liked the idea of having the damn thing turned on all the time. Bit of DIY to be done this afternoon with the cabling.
All I can say is it's a bloody good job I held off from sending the cancellation letter I'd written. Yeah I suspect may have been working for a few days but I guess the customer is out on their own, fix it yourself. I'm still of the opinion that Orange customer service and tech support are s***, my girlfriend is currently getting messed around regarding a missing mobile phone.
As kilabyte said, cheers for the support and good luck to all.
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