Thanks. I just tried that and got " I will pass this on to another member of my team and they will get back to you" Well I never! LOL[/quote]
Well, it worked for me, apparantly, the reason my talk service was not working, was that my account had not been registered, even though I had had broadband access for over 2 months with Orange.
All I can say is, the normal cutomer services took six weeks to achieve nothing, and the escalation service took just over a day to get it sorted.
Thanks Richard....here's hoping! With 2 teenage sons with girlfriends away at University it is pretty imperative that I get Talk up and runnning as soon as possible as you can imagine!!!
There can be 2 reasons why your talk service is not working. This can be determined by whether the telephone symbol on your Livebox is lit or not.
1. The service has not been activated by Orange. (Tel. symbol off)
2. The service has been activated but your Livebox has a fault. (Tel. symobl on).
For No 1. Sorry I can't help you Orange need to activate it.
For No 2.
If the telephone symbol on your livebox is lit then your service has been activated - you should have been given a phone number for it. Try ringing this number from another phone and see if the telephone light on your livebox flashes. If it does pick up the phone connected to your livebox (it may not be ringing). Can you communicate between the two phones. If yes goto 3. if no goto 4.
3. You have established that the phone on your livebox can receive calls although it may not have rung. You should also be able to hear dial tone in your livebox phone and be able to make calls. If your phone didn't ring try another phone. My Livebox rings some phones and not others.
4. The symbol flashed indicating the Livebox is receiving a call but cannot connect it to your phone. Try switching off the Livebox. With the Livebox switched off can you hear a BT dial tone in your Livebox phone? If yes you have a faulty Livebox. goto 5. If no try a replacement adaptor lead between the Livebox and your phone.
5. This was the problem I had, phone symbol flashed on receiving call but the phone connected to my Livebox seemed dead unless the Livebox power was switched off. I eventually got a replacement Livebox which cured the problem. My problem started following a thunderstorm which must have killed something in my Livebox. This is a common problem.
4. The symbol flashed indicating the Livebox is receiving a call but cannot connect it to your phone. Try switching off the Livebox. With the Livebox switched off can you hear a BT dial tone in your Livebox phone? If yes you have a faulty Livebox.
Though that makes it much more likely to be a problem with the livebox it's not a guarantee. Remember a computer somewhere has to route the call over the internet, if it's initiating the call but for some reason fails to send the actual call itself then you'd get this problem.
Quote:
I eventually got a replacement Livebox which cured the problem. My problem started following a thunderstorm which must have killed something in my Livebox. This is a common problem.
Seems pretty commmon, after really big storms we often seem to get more livebox problems showing up where something seems to have failed.
No, my telephone light has never been lit. They admit that the numbers they have for my serial no. and MAC no. are not the same as i am providing them with from under my livebox.
I am at the point of telling them to stuff their IP (forget the word "service" in the middle!!) if they say i have started a new contract when i changed package to wireless and talk, (I have been with freeserve/wanadoo for years) I will say that it is THEY who have not honoured the deal and broken the contract, not me.
I have paid each month and they have not provided the service stated in the contract. I bet if i had only been paying half of my bill each month theyd have taken me to court. Does it not work the other way??
Hello I have the same problem! Actually received my livebox just after xmas and its been installed and working for 4 weeks now, but no email and no talk service light.
Rang the tech team (the 0870 number) a couple of weeks ago - the guy was fairly helpful and tried to activate talk manually which failed, told me the problem had been escalated and I had to ring back in 72 hours. I was unable to actually ring back at that time, but tried to solve the problem via email - first reply they again tried to activate and failed and basically that's it from the email service - it seems they won't try any harder or get in touch with the escalation team for you they just end their emails with "please reply if you require anything else" when they already know they've completely failed to solve your problem!
So I tried again via email - had a completely useless reply referring me to a help page on how to connect up my livebox, replied to that telling them again what my problem was and finally got a half sensible reply telling me that they could not help and I'd have to ring the tech help service.
So today I finally found some time to ring them again - got the usual spiel about how their service is busy with a large number of problems (not surprised!) but got through in about 5 minutes. The first operator completely fobbed me off, told me his systems were down and I'd have to speak to customer service instead. Rang them - they told me I'd been fobbed off and to ring tech help again. I then tried the 0113 number but they put me through to someone who had nothing to do with wireless and talk who then put me back through to the Indian tech help centre again! After another 5 minute wait I finally spoke to a lady who was actually quite helpful, and reviewed my case notes. She apologised that the escalation team had not sorted out my problem yet, spoke to them and extracted a promise that they would update me with a solution or at least give me an update on why my talk service has not been activated, but now I have to wait another 48 hours and ring tech help yet again to find out what happens next!
By the way I also have a 15 character serial number!
Really it seems that the tech help is very badly organised - why should I have to waste my time ringing them when this issue could easily be dealt with via email!?
This problem sounds so familiar that I feel I have found my long lost family!
Same issue - got Livebox installed around xmas time and have been waiting since then for Live Talk to be activated.
Tried phoning - spoke to a nice Scottish guy and said it would be activated within 3 days. That was 2 weeks ago.
Sent various emails and they asked for my Livebox serial number, MAC address, IP address, username and so on the list goes...
They came back to say that when trying to activate my Live Talk, their system fails to recognise my serial number and MAC address and asked me to re-confirm these. Do they think I can't read? I am a Systems Support Engineer myself and do not treat my clients/customers in this demeaning way. Why don't they just pull their fingers out and smell the air!!!!
Last edited by scarlet on Fri Jan 26, 2007 9:47 pm; edited 1 time in total
The problem with the Talk telephone service continues. We had our livebox 21/dec/06 which was set up ok and the internet has worked fine but we are still waiting for our telephone service. I have read the help files which just tell me to wait 24 hours, I have emailed and been given a help number and asured that some one would contact me which they never did I have spoken to the help desk and have had it esculated twice and have writen but no reply and still no telephone service. It has never been activated, there is no telephone symbol on livebox. I have read in this forum that Orange are moitoring this well I have spent many hours in telephone queues and waiting while helpdesk staff attempt repairs, Dell staff call you back and one member of their team takes charge of your problem untill it is solved. I have not posted my normal email address for fear of increasing my spam. I was asured that quoting Boadband support ref W00BB and my post code DT1 2AU would idenify me. If Orange ARE monitoring this please can we have the service we are paying for and as advertised. Thank you
Orange can manually activate it over the phone . Have they tried this ? . If they have and its failed then its somewhere in the nightmare of the "backend" system and the escalation procedure is your only recourse .
This should be called not talk. They have tried to activate over the phone each time before telling me they have to escalate the problem. May be we should all get together and put a " no talk " ad in the national press.
Finally got around to ringing tech support again today after Friday's "call us back in 48 hours and we'll give you an update"
Got the usual "we are receiving an extremely large number of calls" - and got through the queue in about 20 seconds! Spoke to a nice Indian lady again, put on hold while she tried to progress my problem, and she came back with the excuse that the escalation team take 48 hours to 5 working days to fix the problem, and this time they said I'd get a call from them as soon as its fixed their end to check that it has worked.
I'm not holding out much hope, but you never know...
Phoned customer services and spoke to an Indian lady who did not seem to be well versed in customer service etiquette. She kept saying that I had rung them earlier today when I clearly have not spoken to them since last week. It was hard convincing her. In the end, she asked me to log onto my internet broadband account and asked me various questions about the Livebox setup when clearly there is nothing on the pages except account information.
Then she asked for my serial number and MAC address of the Livebox (for the third time since last xmas) and said that it would not allow them to activate my Orange Live Talk number ( ). How can they get this so seriously wrong?
She said that this issue would be escalated (again). How many escalation procedures do they actually have or is this a standard fobbing off response?
Can you imagine if some dolt had stuck the incorrect barcode label on one Livebox and every one since then is one out? No wonder so many people are having so many issues with this.
Same response as above person - just have to wait and see...........
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). How can they get this so seriously wrong?
