Right here is my problem which I reported on the 15th of November:
Basically what happens is my line syncs at 8mbs with a potential of 12mbs!!! My line then disconects after 15 seconds.
Orange said that I should be OK within 24 hours. 24 hours went and my line was still not working, I was told to await a further 24 hours as they were experiencing problems.
24 hours past and my line WAS still not working. They actually reported a fault on the 17th of November. They tell me to ring back 24 hours later to see the status of my line.
It is now the 28th of November and still no broadband. Orange agreed to reimburse costs of calls, my dial up, length of time off broadband and 2 months of free broadband.
Its almost 2 weeks now. I am just hoping I don't have the same problem as the board admin.
Any advice or numbers I should call?
I have complained to the ISPA and sent a letter to Orange head office which I will share with you once I get home.
I had no internet til just today, it disconnected from 14th november so i told the company and they sorted mine out today.Keep pestering them, ring their customer support technical ask them to send a BT engineer to your house, they did this to me but found the fault in the line near the exchange.(fixed it within 2 hours)
I am writing to complain about the lack of service that I have received since joining Orange Broadband.
I joined Orange Broadband on the 7th of November 2006 to the Wireless & Talk product. As I work freelance, I needed my broadband connection ASAP due to my previous ISP failing to issue me with a MAC code. The customer service representative told me that I should receive my Livebox within five days and for a connection to be running within ten days.
As I did not receive my Livebox within 5 business days, I called on the 15th of November to ask where my modem was and to confirm that my Zoom X6 router and Speedtouch 330 modem was synchronising to the exchange, but the connection would drop within fifteen seconds. The customer service representative told me that I would need to await a further 24 hours for the line to ‘settle down’ and that I should receive my Livebox on Friday.
I took the day off on Friday as I knew the Livebox was being sent via Parcelforce. Parcelforce failed to deliver my Livebox, so therefore I was still without my modem and broadband. This also meant I had lost a days worth of pay. I complained to say that the problem with my broadband had persisted. I was told that this should be resolved and fixed within 24 hours and if not I should ring back.
I then called on Saturday, as the modem was still not connecting. I confirmed the settings with a customer service representative who told me my settings were correct and that this was now a fault on the line and that I should keep on ringing within 24 hours to request the status of the fault.
I would ring every day to request the fault to be told that the status would be ‘awaiting an update’. This persisted all the time until Thursday when I thought that the matter was not being dealt in the right manner, so I decided to escalate the complaint. I was told by a member of your escalations team that he would ring me back the following morning to check with your outsourced engineers (BT Wholesale?) to see the status of my fault.
I received no call back from the escalations department on Friday morning as promised. I called on Friday evening where I was told there was still no update, I would receive two months of free broadband after I am able to receive it, will not have to pay for the months that I am not connected and that you will reimburse any calls I have had to make to Orange. I was told I would receive a call from a ‘technical supervisor’ later on, most likely to be Saturday morning.
I received a call from a ‘technical supervisor’ who thought that the problem was down to my equipment. I thought this was patronising as he would put me on hold for five minutes at a time, then to ask ‘Have you even got your line plugged in?’ I was an IT engineer for a major legal firm, I would know if the fault was down to me and I would have saved my time. He then recommended I formatted my PC. I refused to do this and he refused to take the complaint further after explaining to him that I connect via WI-FI which connects to the router perfectly. After going on to the administration panel, I am told by the router that the modem synchronises then drops after fifteen seconds. He still assumed that this was a fault on my PC; I then refused to argue my point further.
I know that this must be fault at the BT exchange. I have explained this on numerous occasions to staff that refuse to take my explanation which could potentially save you time, as you cannot find or diagnose a problem at your end.
I was told by the escalations team today (25th of November 2006) that the fault had not been looked at and it would take five business days to reset, then I would then need to report the fault AGAIN, then I would have to wait for the fault to be repaired.
I pay £19.99 a month for this service for which I at least expect a broadband connection. I need my broadband to send and receive emails and to complete work. I did not expect this level of service from Orange. I was going to migrate my contract to Orange in December, but I think not regarding the poor performance of service.
I don’t see why I should even pay to make a call to report a fault which is not even my own fault. I think staff are rude and the waiting time for being put on hold is disgraceful as on average I need to wait forty minutes. Staff are incompetent at best and have no way of fixing a fault over the phone like my previous ISP Tiscali. I think being told to look on the internet to see if your queries can be diagnosed online is pointless as most likely people are ringing to request to be connected to the internet, all this achieves is waiting another minute before being put on hold.
I expect a working connection by the 1st of December, otherwise I expect my costs to be refunded and a MAC code to be issued free of charge.
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