Well it's now getting on for 9 weeks without Broadband (and 3 direct debit payments out of my bank for no service).
Just had an argument with tech support again, and told them I was fed up of getting fobbed off each time with phone back in 48 hours and 72 hours.
Eventually got them to agree to send a new livebox to see if that helps. I seriously doubt that is the problem seeing as I am getting the error PPP server down and line tests confirm a fault on the line.
Hey,
Sorry to hear you're still in Orange hell How long you got left of your 12 month sentence?
I was using a livebox when I got the dreaded ppp error, I really doubt it's going to make any difference at all. In fact after my loss of service they did the exact opposite and sent a modem to me, after I'd reminded them a couple of times that they were actually supposed to send it. Before I phoned TS again I tried it and it worked though this was obviously just a coincindence as the service had come back up anyway, if I plug the box back in I reckon it'd work though as I hated the damn thing having to be on all the time and I make few phone calls I'm sticking with the modem. Good luck.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
How the hell do they get away with it its awful surely if they aint giving you the service your paying for they can't keep you to the contract it works both ways .
_________________ ex Freeserve/Wanadoo/Orange Blog
Rang Tech support. Asked to speak to a manager. Took my details and went to speak to one. Returned and told me not available at the moment I would have to phone back. Advised I would not be phoning back and that the manager had to phone me within 15mins. Would not accept this "They can't do that". So said I would hold to speak to them as I was not going to wait another 25 minutes on hold when I rang back again. She went away and came back and told me they don't have managers in on a sumday I would have to phone back Monday (What!!! wait a minute at first she told me they were busy).
So phoned customer services to complain. She said they do have managers and did not know why I was told otherwise. I advised I just wanted to cancel my account and not prepared to pay any cancellation fee or outstanding periods money. She advised I have to get cancellation confirmation from Tech support. I advised I had just been speaking to them and got nowhere. She put me on hold while she spoke to tech support. She came back and advised that a manager was in and I should phone tech support back. I asked her to put me through to who she spoke to as I was not going to wait another 20+mins on hold to get through. She could not do that "not possible" (ehh! they are a communications company and don't even have a method to transfer a customer through to another department).
Phoned tech support again. Waited on hold, guess what! for over 20 mins. The guy that answered said he didn't have the authority to issue the code it had to be a manager (but he did agree that 10 weeks without broadband was to long and so I should not have any charges to cancel). He went away to talk to a manager (remember the ones that are not in on a sunday). I was hold for five mins then got cut off (the cheeky sob had hung up on me).
Rang Cust services and demanded to speak to a manager. He told me I had to phone tech support again as I have to get the cancellation code to then ring him back with it (what type of ass about tit way is that or doing something - I am sure it is just designed so you get fed up and don't bother following it through). After many arguments along the lines of you phone them and put me through. He assured me that the waiting time was down to only 7 minutes. Reluctently I agreed to phone Tech support again.
Phoned tech support again (and after being on hold for over 10mins) actually got through to a guy that seemd to know his stuff (Jim). He agreed that he would cancel the contract at no cost to me but he would have to get the code off his manager who was on a break, but I could hold while he sorted it. But he also begged to let me give them one last try. I advised they had had plenty of chances and I just wanted out. After various discussions I coudl tell that he actually knew what ppp server down and fault on the line ment. He even went as far as figuring out that I have 1471 on my BT line (the BT answer machine service). That it appeared when they did a line test if I was on the phone (IE on the Tesco dial up service as I have no broadband!!!), the 1471 service was cutting in at the exchange and so the line test was being intercepted at the exchange and not becoming a true line test to my house.
I have now cancelled the 1471 BT service, and given them one last chance. Jim advised they are supposed to advise that I should leave it 3 days and phone back. But in all honesty it is more like 5 to 7 days. So to leave it until next weekend (I admire his honesty for once).
So then keep your fingers crossed for me, maybe it will be working by next weekend (and those pink animals with flat noses and curly tails may have grown wings and learnt how to use them).
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
I must admit you have been very patient giving them one last chance i would have thought 10 weeks was chance enough it really is just more money in their pockets good luck anyway.
_________________ ex Freeserve/Wanadoo/Orange Blog
He even went as far as figuring out that I have 1471 on my BT line (the BT answer machine service). That it appeared when they did a line test if I was on the phone (IE on the Tesco dial up service as I have no broadband!!!), the 1471 service was cutting in at the exchange and so the line test was being intercepted at the exchange and not becoming a true line test to my house.
Hi kilabyte,
Do you mean 1571? It shouldn't interfere with an ADSL line test. That explanation sounds a bit flaky to me.
Got a call from Orange tech support at 8.30 to try again and oh my god its working.
It looks like the 1571 (opps not 1471 like I said before) problem was in fact what had been stopping the line tests working correctly.
I have checked the speeds and its only at between 1.5mb and 2mb when it should be 8mb. But hey I can put up with that for a few months until I get to the end of my 12 month contract then I am definately leaving Orange.
Now I have got to go through the process of getting money back for the last ten weeks down.
I just read this post and it sounded exactly like the problems I have had. I posted back in May saying that I had signed up with Wanadoo in January and I was unable to connect. I had my livebox changed, and I have also been sent 4 modems (not sure why I was sent them, especially 4 packs with the same items - nobody had told me I was to be sent anything, and technical support didn't know anything about this). Anyway, to cut a long story short, I still have no service and i rang Orange Technical support AGAIN, and was told that a line test needs to be carried out AGAIN. Anyway i am awaiting the results. But I also have the 1571 service, so I'm wondering if the problem you experienced is what I am experiencing.
I have got to add that I am SO Digusted by the lack of customer support - really appalling service. In the next few days, I will be contacting the ISP association - I have made many phones calls to technical support, each one lasting inbetween 20 - 40 mins - what a waste of time and effort, because it certainly is an effort to ring them.
[[color=red]quote="wise_ocean"]I, I still have no service and i rang Orange Technical support AGAIN, and was told that a line test needs to be carried out AGAIN. Anyway i am awaiting the results. But I also have the 1571 service, so I'm wondering if the problem you experienced is what I am experiencing.[/color]
I felt so much better when I read this post! thankyou , thought it was jusst me! My brioadband has only beein down since 18th December, but several hours worth of phonecalls to technical support, they are now telling me it is a BT line fault casuing the PPP SERVER DOWN nighmare LIVEBOX message (grrrrrrrrrr) but can't give me any more information. They keep 'escalting ' my complaint when I ring but that seems to make b***r all difference and I'm getting really annoyed!
We also have BT 1571 but have always had it an broadband has been fine up to recently.
Please please let me know if anyone has any advice.
Joined: 29 Dec 2006Posts: 2Location: North East England
Get off it now before it does ya nut in .Go to another provider and walk straight out of your contract with them. I rang NTL and was reconnected in 10 mins and not lost the server once. took 4meg 12.99 a mth for first 3 mths spot on .
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum
How long you got left of your 12 month sentence?
