My broadband connection went down 3 weeks ago and I'm STILL no closer to getting it sorted despite repeated calls to Orange, their 'tech support' is abysmal. I usually get connected to the Indian call centre which is a totally frustrating experience (was even asked to speak slower by one advisor as she could not understand me). How sick am I of repeating the same old thing with every call?
I was originally told that the fault would be fixed within 3 days, after 2 weeks of constantly phoning them I put in a complaint to customer services. The following day I received a call from tech support (strange, they kept telling me they couldn't ring customers back) to say they had fixed the fault with the line, except of course they hadn't. A new Speedtouch modem arrived last Friday (1st Dec) but, though I now had 2 solid grenn lights still no connection. Another line test came back with a fault and I was told it would be fixed by 4.30 yesterday (Monday 4 Dec). Guess what??? Still not fixed.
The most annoying part of this is that the 'advisors' seem to tell me completely different things. For example, 5 days after it should have originally been fixed I phoned and was told that the engineers hadn't even started the work yet, this was despite being assured earlier that they had.
Needless to say, as soon as they fix the line and give me some free service time to make up for the downtime that I've already paid for I'll be moving to another provider, Orange are an absolute shambles.
My connections have also been down for 3 weeks. I ring them up every day but is fed up with being asked the same questions every day and nothing being done. Yesterday it suddenly worked for one day but I shut down my PC at the end of the day and now it is back to no connection.
The call centre in India is rubbish.
Yes I will also change my provider.
It's been all over Smooth FM tonight and I've received a phone call to take part in a survey by ICM which Orange put me forward for, now that's what I call a p**s take!
Ehhhh...it still isn't working. Tried to phone last night, at about 9.30pm, but hung up after waiting for an eternity in a queue.
Having read some of the problems others have had, 3 weeks doesn't seem that long for Orange
Do yourself a huge favour and leave Orange ASAP
They do not give a sh*t about their customers.
Goto a real ISP like Idnet who I'm with - they're faultless.
I too had the disconnection, lies and excuses from Orange for 3 weeks.
I've been looking around today after ringing Orange last night to be told that it had to be passed to their specialist dept as they didn't know what the fault was and could I ring back in 5 days.
I reminded her that on Sunday I was told the fault would be fixed within 24 hours, so they must have known what the fault was to give a time estimation. She wouldn't give me a straight answer, just kept repeating the same old rubbish.
The only thing that worries me is if I go to another provider will I have to start all over again with the line fault issue? Do ISPs service the exchanges or BT?
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Hi nothappy
I had the same as you earlier on in the year with Orange i changed ISP's and there was no fault on my line whatsoever so i wouldn't worry about migrating elswhere go for an ISP that give just 1 month contracts check out the ISP ratings here at DSL Zone UK good luck and hope you get it sorted.
_________________ ex Freeserve/Wanadoo/Orange Blog
Not a technical person but if your Orange connection uses LLU then it is their equipment in the BT exchange.
BUT no matter what excuse.....you pay Orange to provide a service. So STOP your direct debit & inform the Orange accounts dept that until "Customer services" sort it out you will not pay for a service that they are not providing.
I've been without service & lied to for the last 3 MONTHS - so do it now!
Thanks for all the advice. Orange phones me yesterday (Sunday) to say that BT had told them that the line was fixed and would I confirm that I now had a connection – I didn't.
It was then that I mentioned that the driver I was using for the newer 330 modem was the old Wanadoo software (Orange had sent me a new modem, the black 330 rather than the silver, because my line show 3.5mbps and the silver modem only supports 2mbps but the Orange CD would not load, phones tech support who couldn't get it to load either so they told me to use the Wanadoo CD. Yesterday I was told that I'd have to download the latest driver from the Speedtouch site as this could be causing the problem. He also said it's not the modem that defines speed but the drivers, and that the line was showing 5.5mbps. nt 3.5).
So I downloaded it from a friends PC only to find their CD writer doesn't work, tried another but they can't download anything due to their PC going doolally so waiting for another friend to get back from holiday.
I want to try this solution before leaving Orange so I can be sure that it isn't a line fault. Currently looking at DST for a combined broadband and phone package as my MAC code has now arrived.
Got hold of the updated driver (thanks Stevelondon) but it's made no difference, still getting an 0721 error remote computer not responding. I'm also very suspicious that Orange have now phoned me twice on a Sunday to say that BT have fixed the line only to find the problem isn't fixed, having read other posts on this forum and having been told so many different things from Orange I'm starting to wonder if BT have even looked at the line yet. Is there a way of checking this with BT? Orange tell me that BT will not deal with me directly.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
With my experience with Orange nothappy they told me the same thing and had me running round phoning BT etc only to find when i eventually was able to get a MAC off Orange and migrate elsewhere there was nothing wrong with my line at all.
_________________ ex Freeserve/Wanadoo/Orange Blog
Tried phoning customer services last night to ask why no one had phoned me back as they were supposed to ring on Sunday. Waited 15 MINUTES to get through (apparantly they're very busy at the moment, wonder why?) to be told that someone had phoned on Sunday but got no reply. I was at home all of Sunday but asked why they did not leave a message, apparantly there was no option given to leave a meassage, strange as I have BT message service so more bulsh*t from Orange. She couldn't help me any further so tried to put me through to tech support – I waited 20 minutes then gave up. So that's 40 minutes (including the conversation) wasted and I'm still no closer to knowing what's going on, no doubt another line test.
Phoned DST this morning about migrating. Phone was answered straight away, man on the other end gave some very good advice and even asked me to ensure my phone provider (TalkTalk) didn't have me under contract before switching to them. My contract with TT was only for 3 months but apparantly they've been known to extend this once it expires without first asking the customer.
After 4 weeks without connection I gave up and have signed up with BT. My BT broadband starts Friday. Hopefully if it still does not work they can fix any lineproblems and not just ignore the problem.
[quote="nothappy"]Hi Matt, how did the changeover go?[/quote]
I got my BT equipment on Friday unfortunately the CD with the instructions were missing. However I find out using my neighbours internet that for the modem they supplied I don't need any software on my PC.
So Saturday morning I connected up and with some help from there technical support I am now up and running. The BT helpline did a linetest while I was on Hold not like Orange who just say that we will carry out a line test and tell you to ring back 24hrs later. He could not find the fault and said he will call me back and unlike Orange who never called back they called back within an hour and sorted out my problem. I had not connected the wires in my new modem correctly. Hardly suprising since I did not have the instruction CD. So now after a very frustrating month I am up and running. I have closed my Orange account and asked for a refund for my downtime but don't expect anything.
I advise you ditch Orange ASAP since there technical support is hopeless.
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