<Livebox Issues? ~ ...if only I had found this forum before.......
Tinners
Posted: Fri Nov 10, 2006 1:42 pm
Joined: 10 Nov 2006Posts: 42Location: Kent
Fed up with flashing @ lights, 48 hour line checks, BT telling me I've no ADSL, Bombay help desk that drives you around the bend with stupid questions..........have at last spoke to a really helpfull Orange person who I called to cancel the Orange package, she contacted techies in Rotherham I think, who did a line test while I waited (why wait 48 hours in Bombay?) and that it was an Orange server issue, they then advised me to call Bombay again (oh no......) and tell them that, and to get the work sorted.
first thing Bombay said after I told them what the problem was.....guess what? another line test, please dont use your phone and call back in 48 hours they say......but why oh why was the problem not sorted with the first line test? they now say they have to contact BT...........BT tell me there is nothing wrong with the line.....apart from it not being ADSL activated.....Rotherham say it is, since 1st September, at no time have I been able to connect, from day one that poxy flashing "@" light........Why did I let that nice Orange lady change my mind about closing my account?
I need a drink......I've had enough of poor service, I've been on Orange phones soon after they started up in the UK and felt they were great, but if it were not that I have just signed up to a 18 month contract I'd cancel that as well, anyone know how to get out of it?
To be sure the line's activated and such try asking them to confirm the line status with the Specialist Provisioning Team. They should be able to check the systems directly and tell you one way or another.
To be sure the line's activated and such try asking them to confirm the line status with the Specialist Provisioning Team. They should be able to check the systems directly and tell you one way or another.
Do they have such a team in Bombay? I'll find out in a few hours, but my money is on being told to wait another 48 hours while they do yet another line test because the @ light is still flashing.
This is Orange last chance to sort this out before I go Cable on Monday.
Thank god I'm not the only one! I've experienced exactly the same problems and it's been driving me mad for the past 3 weeks now, however I completed a complaints form on the ISPA website, (the Internet Services Providers Association) www.ispa.org.uk and received a letter from an Orange Customer Relations Specialist within 3 days. They assured me that they would look into my problem and offered me a credit of £10 as a gesture of goodwill towards all the phone calls I have made to their Technical Support. They did arrange for a technical support specialist to phone me at a convenient time to me but unfortuatley they were unable to resolve my problem (surprise, surprise) but I do feel they I have made a start and will eventually get some where with this as I am now awaiting a reply from the second complaint I have made through the ISPA website so let's wait and see. I have also completed an online form on the OFCOM website and although they will not respond to individual complaints I feel that the more people that make them aware the more likely they may get involved and try and sort Orange out for us. Good luck!
Thank god I'm not the only one! I've experienced exactly the same problems and it's been driving me mad for the past 3 weeks now, however I completed a complaints form on the ISPA website, (the Internet Services Providers Association) www.ispa.org.uk and received a letter from an Orange Customer Relations Specialist within 3 days. They assured me that they would look into my problem and offered me a credit of £10 as a gesture of goodwill towards all the phone calls I have made to their Technical Support. They did arrange for a technical support specialist to phone me at a convenient time to me but unfortuatley they were unable to resolve my problem (surprise, surprise) but I do feel they I have made a start and will eventually get some where with this as I am now awaiting a reply from the second complaint I have made through the ISPA website so let's wait and see. I have also completed an online form on the OFCOM website and although they will not respond to individual complaints I feel that the more people that make them aware the more likely they may get involved and try and sort Orange out for us. Good luck!
I don't believe so but they still should be able to get through to them.
Well, its now been well over 48 hours and still the @ lights is fast flashing, did the factory reset again to check.........
So I phone Bombay, but due to a stroke of luck I get the call centre in Leeds, and the guy did not have a script because he accualy works on the fault team during the week, he appologised for being given the runaround and when he gets back to his proper job in the week he is personaly going to follow up my problems and call me back on my mobile on Tuesday for a progress report, er hang on thats another 48 hours again innit? could this be a new tactic? lets hope the Leeds guy knows his stuff, I shall give him the benifit of the doubt.
I don't believe so but they still should be able to get through to them.
Well, its now been well over 48 hours and still the @ lights is fast flashing, did the factory reset again to check.........
So I phone Bombay, but due to a stroke of luck I get the call centre in Leeds, and the guy did not have a script because he accualy works on the fault team during the week, he appologised for being given the runaround and when he gets back to his proper job in the week he is personaly going to follow up my problems and call me back on my mobile on Tuesday for a progress report, er hang on thats another 48 hours again innit? could this be a new tactic? lets hope the Leeds guy knows his stuff, I shall give him the benifit of the doubt.
I don't believe so but they still should be able to get through to them.
Well, its now been well over 48 hours and still the @ lights is fast flashing, did the factory reset again to check.........
So I phone Bombay, but due to a stroke of luck I get the call centre in Leeds, and the guy did not have a script because he accualy works on the fault team during the week, he appologised for being given the runaround and when he gets back to his proper job in the week he is personaly going to follow up my problems and call me back on my mobile on Tuesday for a progress report, er hang on thats another 48 hours again innit? could this be a new tactic? lets hope the Leeds guy knows his stuff, I shall give him the benifit of the doubt.
If you get a call back I'll eat my own t-shirt
...only 2 hours till my call.....I'm so excited to be getting onto Orange Broadband for the first time.................
Now I'm getting mad........unable to get Bombay to answer the phone after 40 minutes of waiting so I called, 0870 0102462, and let rip, they were willing to give me a refund on my wireless adpter, if I sent it to them, I'm reluctant to do this because when it goes missing as it arrives at the Orange warehouse I'll not have a leg to stand on............
Now its funny that the lady on the phone, in Leeds I think, got a line test done again in a couple of minutes so why do we have to wait 48 hours for a test in Bombay?
I tried my best to get a replacement Livebox sent out to me, its the proccess of elimination, if the new box still has a fast flashing @ light then the problem lies Orange side, but the best she could do was put a note on my file, so thats never going to be read now is it? I firmly asked to speak to a level 2 Techie, she said call Bombay, well they told me they dont have any! so what do I do?
I've got my eye on some new ISP's but as I told Leeds I dont give up easy
Joined: 12 Jun 2006Posts: 907Location: Weston-super-Mare, UK
Tinners
Is this a new connection, if so what date did you sign up?
Try logging onto members centre, if you can not log on they probably have not set up the account.
Try a usb modem to see if that will connect.
If that still does not work disconnect all of your phones and just connect the Livebox or modem.
Sorry if I am telling you things that you have already done.
You first need to establish that there is broadband on the line so you can work out what is the problem.
I've just read your first post where you say this has been ongoing since 1 Sept - normally when the CS can not fix problem they escalate it. I think after 10 weeks they should have escalated it by now - there are people at Orange who can solve problems - the difficulty is getting to them.
I've just signed up a relative with a target date for going live of this Friday - have not got the Livebox yet - I know that as a result of the free offer they are busy.
Livebox orders have exceeded expectations from what i am aware hence the delay on delivery call tech and they will advise you of this sorry for inconvience, like many tech agents tell you when your connected you get refunded, its not a disirable outcome but we arent miracle workers we are the first line and as a result we have limited amounts of things we can do, yes we can escalate and his issue will of been escalated i should imagine, just get onto tech and ask for some help thats all i can advise
Is this a new connection, if so what date did you sign up?
Try logging onto members centre, if you can not log on they probably have not set up the account.
Try a usb modem to see if that will connect.
If that still does not work disconnect all of your phones and just connect the Livebox or modem.
Sorry if I am telling you things that you have already done.
You first need to establish that there is broadband on the line so you can work out what is the problem.
I've just read your first post where you say this has been ongoing since 1 Sept - normally when the CS can not fix problem they escalate it. I think after 10 weeks they should have escalated it by now - there are people at Orange who can solve problems - the difficulty is getting to them.
I've just signed up a relative with a target date for going live of this Friday - have not got the Livebox yet - I know that as a result of the free offer they are busy.
Keith
I've done all the above, I've now lost the will to live! I keep telling them to send me a new Livebox, but do they listen? I've been told lies apon lies to fob me off..........
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