After being unable to use my broadband for 16 days now, having spent numerous unproductive calls to Orange Technical Support and Orange Customer Support, having been told that the fault should be corrected in 2 days, then being told it should be corrected in 5 days, then being told that they cannot put any timescale on when they should be able to solve it, having been told on numerous times that the engineers have fixed that fault but that it may be another fault, having been asked to keep resetting my livebox when I know they are wasting my time, having now been put into a loop of 'call back in 48 hours' to be told they need to do another line-test and I should 'call back in 48 hours', I'm fed up hearing about LLU from them as if this move is somehow a valid excuse for not sorting my service out (despite the fact that my broadband went down 1 day before the switch to LLU took place), speaking to people who don't listen to me, speaking to people who read scripts and ask me the same questions each time I phone, speaking to people who can't sustain a two-way conversation in English, waiting for an average of 20 minutes on hold (sometimes more) before I get the opportunity to waste my time speaking to someone who is either incapable of or unwilling to help sort the problem out, hearing their Technical Support team pass the buck to third-party contractors they use, making a complaint but getting no reply, not being able to be transferrred from technical support to customer support without having to re-dial and queue again, being told that they cannot offer me a dial-up service while my broadband is down due to a fault at their end,.....................
I could go on and on but life is too short, and life is certainly too short to put up with rubbish like this from Orange. I'm moving to Zen who tell me they are happy to take over an account from Orange even if it has a 'fault' on the line. I asked for my MAC code yesterday (with Orange trying to tell me that many providers will reject a MAC code that goes via the LLU, my response was 'just give me the code'), if it's not with me by the end of next week I'm filing a complaint with IPSA and OFCOM.
Since Orange have taken over from Wanadoo/Freeserve I've had 2 such problems, but Orange's lack of customer service on this latest problem really takes the biscuit.
The only way to make your feelings know to Orange is to 'vote with your feet'.
After getting home from work today I thought "I won't wait for the customary 24 hours to call back to see if the fault has been updated, I'll call anyway on the off-chance that the fault might be fixed and if not at least I can express my dissatisfaction again", I got through to the Indian call centre and I actually got to speak to someone ftrom Orange who seemed competent. Guess what, she took me through some procedures which stopped my @ light flashing and got me connected!
If this had happened 5 days ago i'd be staying with Orange, but the damage has been done and I eagerly await my MAC code as I don't want a repeat of this whole issue the next time I have a problem.
She got me to do something like this (I won't have remembered it exactly, but this is the jist of what she got me to do).
She got me to reset the livebox (unplug all cables, keep button 1 pressed, plug in power cable, wait for 3 solid lights, take finger off button 1, plug in cable from phone socket, etc.), then plug in the ethernet cable, then she got me to type in a series of number into the address bar of Interet Explorer (not the usual configureadsl thing that I was asked to do before), this connected with my livebox page, then went through some settings in livebox page menu, then press button 1 again (@light went solid at this stage), then change channel to get wireless working again.
Perhaps it was luck, but she did seem to know what she was doing and the problem got sorted out.
Factory Reset,
access 192.168.1.1,
re-enter details,
fiddle with wireless.
That's either luck or some problem with the connection had been fixed beforehand. There are some occasions where it won't work until a reset when problems have been fixed. Effectively getting the box to fully re-establish connection and re-sync. Though usually in those sorts of situations simply turning the power off for 10 seconds would have the same effect and is usually a bit easier and saves time.
The more the word is spread the quicker things will get sorted.
I'm calling for a total boycott on all Orange products and for them to cancel the hand tying 12 month contract so that people can go elsewhere. It seems that Orange have got everyone by the short and curly's! It's nothing short of criminal!!!!
What a way to treat customers, without whom they wouldn't have a business in the first place
NB I wouldn't mind but I'm only on a pesky 1mb starter pack; it's pathetic!!!
The more the word is spread the quicker things will get sorted.
I'm calling for a total boycott on all Orange products and for them to cancel the hand tying 12 month contract so that people can go elsewhere. It seems that Orange have got everyone by the short and curly's! It's nothing short of criminal!!!!
What a way to treat customers, without whom they wouldn't have a business in the first place
NB I wouldn't mind but I'm only on a pesky 1mb starter pack; it's pathetic!!!
I absolutely agree !!
Having been a Freeserve/Wanadoo customer from the beginning, I thought: "Better the devil you know . . " and foolishly allowed myself to be taken in by their offer of a "free" Livebox and upgrade to 8mB connection.
Like so many folk who post in this forum, I too find myself caught by the short and curlies, by this despicable company. Having to suffer an appalling and extremely unreliable service which fluctuates between being stable for several hours at a time, to constantly dropping out of sync every couple of minutes for hours on end.
(1) Email I can't use. In excess of 1000 junk items per day in my "Inbox"
(2) A website that I can't even access anymore.
(3) A Livebox that promises an "always-on" connection that performs worse than my old 56k modem did on a party-line.
(4) A 12 month contact that guarantees me nothing but grief.
(5) A phone scam masquerading as a Help-Line.
Can I think of anything positive to say ?
Well, their Credit Control Department seems to be very efficient !!
Last month there was a hiccup at the bank, which resulted in my direct debit to Orange being left unpaid. It took them just over a week for them to call ME, and ask if they could apply for a double payment next time.
Since it was my fault, I did my best to assure the lady that they would be paid, but I was sorely tempted to tell her exactly what she could do with her unpaid direct debit mandate.
_________________ Mr Neelix690
Don't Sit Under The Orange Tree,
Better Choose Another I.S.P.
The more the word is spread the quicker things will get sorted.
I'm calling for a total boycott on all Orange products and for them to cancel the hand tying 12 month contract so that people can go elsewhere. It seems that Orange have got everyone by the short and curly's! It's nothing short of criminal!!!!
What a way to treat customers, without whom they wouldn't have a business in the first place
NB I wouldn't mind but I'm only on a pesky 1mb starter pack; it's pathetic!!!
I absolutely agree !!
Having been a Freeserve/Wanadoo customer from the beginning, I thought: "Better the devil you know . . " and foolishly allowed myself to be taken in by their offer of a "free" Livebox and upgrade to 8mB connection.
Like so many folk who post in this forum, I too find myself caught by the short and curlies, by this despicable company. Having to suffer an appalling and extremely unreliable service which fluctuates between being stable for several hours at a time, to constantly dropping out of sync every couple of minutes for hours on end.
(1) Email I can't use. In excess of 1000 junk items per day in my "Inbox"
(2) A website that I can't even access anymore.
(3) A Livebox that promises an "always-on" connection that performs worse than my old 56k modem did on a party-line.
(4) A 12 month contact that guarantees me nothing but grief.
(5) A phone scam masquerading as a Help-Line.
Can I think of anything positive to say ?
Well, their Credit Control Department seems to be very efficient !!
Last month there was a hiccup at the bank, which resulted in my direct debit to Orange being left unpaid. It took them just over a week for them to call ME, and ask if they could apply for a double payment next time.
Since it was my fault, I did my best to assure the lady that they would be paid, but I was sorely tempted to tell her exactly what she could do with her unpaid direct debit mandate.
_________________ Mr Neelix690
Don't Sit Under The Orange Tree,
Better Choose Another I.S.P.
Get rid of Orange and also BT if possible. Orange are blaming BT, but Orange could not do anything about it except request a line test.... after line test ..... after line test - for 3 months. You pay them to provide a service so stop your direct debit until they sort it out. I believe they are legally bound to release your MAC code, so do not accept any verbal rubbish from them.
Get rid of Orange and also BT if possible. Orange are blaming BT, but Orange could not do anything about it except request a line test.... after line test ..... after line test - for 3 months. You pay them to provide a service so stop your direct debit until they sort it out. I believe they are legally bound to release your MAC code, so do not accept any verbal rubbish from them.
Orange will blame everyone for their own shortcomings and gross incompetence!
I had the same problem ( after being with Freeserve/Wanado/Orange for over 8 years! ) with Orange blaming BT for line probs and having numerous line tests, don't know actually how many were actually done because Orange tell LIES!!!
Changed ISP 3 months ago, guess what ? no line problems, good speed from day one, no disconnections, no dropped connections, no c**p! and all on the same line Orange insisted was faulty.
This proves Orange lied to me, likewise thousands of other poor sods they keep in the, listen to the music whilst on hold, factory re-set, line test, what are the lights doing, download software, we will phone you, you phone us in 2 hrs, 24 hrs, 5 days, 10 days, bulls**t cycle
Getting shut of Orange was the best thing I did this year
Let's just hope that other broadband isp's will learn from the bad press that Orange is getting and dump these hand tying contracts. Even better would be some kind of regulation that outlaws these kinds of contracts in the first place.
I think Orange are now kicking themselves because the bad press they're getting will be reciprocal.
As you sow!
_________________ Spread the word and let's get some action going!
Orange Fightback
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