I have had no internet connection since dec 13th. I have made many phone calls to Orange, some ranting and some reasoned, to no avail. On each occasion I can only get to speak to people in their Indian Call Centres - the Rotherham Head Office is inaccessible by phone! Every time it is the same story - they will raise a line test and/or escalate the matter and I will receive a text when it is sorted out. No text is ever received of course and I go through the whole process again some days later. Last night, I was told it 'could be months' before I get connectivity. Well blow that I'm off!!
The latest news from the Customer Service team is that if I am without access for 30 days I do not have to pay a penalty for withdrawing from my contract (quoted as being £363.12). Well, the due date is next Sunday so I shall wait till then and request my MAC code then go to BT. My letter of complaint is ready to go on that date, requesting a refund for the last month.
OFCOM were mildly helpful - they are 'looking in to' the problems with Orange.
So that's my story to date. I will now go to lay down in a darkened room, illuminated only by a slowly flashing red light...aaarrrgggh!!
Joined: 09 Jan 2008Posts: 27Location: Bedfordshire
Sounds just like my recent experience.
Lost connection on 14th December, spent over 5 1/2 hrs on phone to India and sent numerous emails. Orange conducted 8 line tests over the period and each one failed. I told Orange they needed to make an engineers appointment which they failed to do.
Eventually I asked for a MAC code which I received in under 48 hrs. I transferred to BT with the fault still preventing my connection. BT sent an engineer round within 24 hours of them activating my account who fixed the fault in 30 minutes and restored my connection at a faster speed than Orange were delivering.
Orange are still charging me despite me moving to another ISP and tell me they will only stop charging 30 days after I changed ISP's and they even managed to get the change over date wrong in their favour by 4 days.
I have emailed the executive.office and mike,newnham (CEO) and had no reply. I have written twice to the CEO and had no reply.
Sounds just like my recent experience.
Lost connection on 14th December, spent over 5 1/2 hrs on phone to India and sent numerous emails. Orange conducted 8 line tests over the period and each one failed. I told Orange they needed to make an engineers appointment which they failed to do.
Eventually I asked for a MAC code which I received in under 48 hrs. I transferred to BT with the fault still preventing my connection. BT sent an engineer round within 24 hours of them activating my account who fixed the fault in 30 minutes and restored my connection at a faster speed than Orange were delivering.
Orange are still charging me despite me moving to another ISP and tell me they will only stop charging 30 days after I changed ISP's and they even managed to get the change over date wrong in their favour by 4 days.
I have emailed the executive.office and mike,newnham (CEO) and had no reply. I have written twice to the CEO and had no reply.
Next step is to escalate to ISPA
Hi all, I also lost my connection on this exact date, and I am going to request a MAC code as I am 5 days away from the end of my contract. When I phoned Orange couple days ago, a muppet in their data protection I think called David, tried to prevent me from leaving and also at one occasion tried to imply that I was lying about my internet connection problems. Then he tried to say that I requested a regrade to fix THEIR faulty server and as a result I apparently agreed to an 18 month contract and cannot leave Orange unless i pay a ridicoulous bill. Please can anyone tell me if this is true what he said? as when I phoned Orange the day after they didn't even mention this when I requested my MAC code.
Hello I have just registered and I'm alarmed at the ammount of people who are having connection issues with Orange and I am one of them.
I started to get issues on friday the 11th Jan I'd been using the Internet throughout the day, then about 7 o'clock it died, But then at 9 it worked and then at 10.30 it died... again.
This is the problem I'm having, it just periodically works and then does'nt! As you see now it's working, but this is the first time since 10.00 last nite, when it died when I was on XBOX LIVE (annoying!)
I decided to ring up Orange and spoke to some asian guy for like an hour, went through all the usual stuff, lights flashing, swap the filter, type in this IP addres, etc,
Then he said "lets do a line test" NO line test was done as the "tools" are not working? WTF? make them work! "please call back in two hours."
ok...
So I back upstairs to switch off my PC and I see im connected to an IP address on Invetel page. I click on the Internet and it works.... for noe.
Still gonna ring them back, my internet could be dead again by then. I see people have been without the Net for over a month now. Well I cant afford that to happen to me, as I work from home. If I have problems over the next few days, then ok... I can bare with that. But any longer and I'm gone.
I will post again after my call with Orange, hopefully!
Just spoke to Orange, guy seemed alrite I could actually understand what he said... kinda, anyway! As my internet is presently working I just said "LEAVE IT" gonna wait and see if it happens again,
The guy said it could take upto five days to determine what the problem is, when they have done a line test, this true? Which is prob the same as everyone elses.
If it is true I'm not happy, because its been over a month for some people and they are yet to see a solution. So if they take too long, then im asking for my MAC code and reminding them I also have my mobile contract with them, so dont p**s me around.
I'm trying to sort out my friend's Orange broadband for her. It's a nightmare! Servcie was fine up until the week before Christmas, when the "ADSL" light on the router went out.
Have tried: rebooting router, replacing microfilter (twice), removing everything else from the phone line, replacing the router with TWO spare ones, still no ADSL indication. Seems to me pretty likely then that there is no ADSL signal coming up the wires, but according the Orange's Provisioning Dept, the service is there.
They agree it is unlikely that Three routers and Three filters are all faulty, but are now insisting they need to send me a new filter to try, and then if that doesn't work they'll do a further line test.
I'm trying to sort out my friend's Orange broadband for her. It's a nightmare! Servcie was fine up until the week before Christmas, when the "ADSL" light on the router went out.
Seems to me pretty likely then that there is no ADSL signal coming up the wires, but according the Orange's Provisioning Dept, the service is there.
Just in case they are wrong this will tell you if you still have broadband on the line >>>
enter phone and post code and look in the ADSL Avaialable box belowr the bar chart, it should say something like "ADSL (LLU) is activated on your line."
Have been having exactly the same problems since December 10th. I've spoken to their "support" team 8 times and been given the usual run around. Even though the problem has been escalated four times, I still have no connection.
Todays call resulted in the "floor supervisor" arranging to send me "Free Of Charge" a new filter and cable as the fast and slow flashing @ light indicate a problem with one of these pieces of kit. Well, that's a first - none of the other people that I've spoken to have told me this.
Anyway, another Three day wait until these arrive followed by, no doubt, more calls to India, a line test, wait five days, yada yada yada...
I have six months left on my contract and will then swap my broadband provider (now there is an oxymoron if ever I heard one) and mobile phone - even though I have had no issues with the Orange mobile phone for 10+ years.
Why does nobody in the technical support (!) team take ownership of issues and see them through to resolution?
Joined: 09 Jan 2008Posts: 27Location: Bedfordshire
Had a very similar problem, lost ADSL on 14 December, called Tech Support who did a line test and sent me an email to say it should be OK now - it wasn't. Tech Support did a further 8 line tests while I kept suggesting they send out an engineer (they didn't because that costs money). Eventually changed to BT who did send an engineer who diagnosed a fault in my Main Socket.
If you have a modern style Main Socket there is an engineer test socket under the front panel which bypasses all other sockets in the house. Connect your router/modem to the main socket and see if you get an ADSL connection - if you do there is a problem with the internal wiring in the house - if you don't there is a line problem.
If you have an old style socket there is nothing you can do apart from asking BT to fit a new Main Socket.
However, don't think it's anything to do the equipment in the house as it stopped working immediately after Orange upgraded the line speed from 2 to 3.5 Meg.
Shame really as the 2 meg line worked a million times better than the 3.5 meg version!
I have had no internet access for a week now. Strangely I can still use xbox live and my status page on the router states I am connected to 'the internet' but of course I cannot actually access the internet. man in india (after i was cut off from my first call and had to go through the whole process over again) said yes there are problems try again later tonight or 'in a few days'.
after reading these messages im not so sure what the problem might be.
starting to really hate Orange now and will definately be changing my provider once my contract is up.
ps. yes ive tried resetting my livebox, authenticating over again etc . no joy.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
gamer101 wrote:
I cannot actually access the internet. man in india (after i was cut off from my first call and had to go through the whole process over again) said yes there are problems try again later tonight or 'in a few days'.
Gawd anybody would think they were doing you a favour letting you use their broadband that you pay for, what a thing to say to a paying customer.
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Just in case they are wrong 
this will tell you if you still have broadband on the line >>>
