On saturday afternoon ( 2nd August ) my broadband connection disappeared. I use a Belkin wireless router with my Vaio laptop and have had no problems for over a year with this setup.
Thinking that maybe the router had died I connected the speedtouch modem but the adsl light was blinking. I called the technical support line and was told to restart the machine/ reinstall the drivers etc etc. None of this had any effect.
The technical help ran a line check which found a problem with the line. A few days later they said it was fixed and i went home to check but of course it was not.
In the end, frustrated with a lack of any help or genuine support, I've called up BT myself who told me there was ' an underground fault ' which could possibly have been caused by heavy rainfall in my area. They are sending out an engineer to fix it.
Does any of this sound familiar to anyone and is this likely to be the problem or am i just being bounced back and forth from one to another destined never to have my broadband back.
I live in Mill Hill north London and would be interested if anyone else has had a similar experiance generally or specifically in the area.
Also if anyone has a phone number to avoid getting through to the ' techinical ' help in India, I'd be most apprecitive.
I live Palmers Green and connection went down Wednesday evening, 6th. After reading posts on various forums in the past regarding s*** customer service I decided to check myself if a hardware problem , new usb device message had flashed up so assumed could be a problem with the wireless dongle. Tried deleting and reinstalling drivers, didn't work. Two hours later I link with the livebox using the xp wireless set-up and 'strong signal' so absolutely no problem there. Finally decided I'd have to phone 'technical support' and almost first thing I hear is that there are a number of Orange customers experiencing difficulty and can hold if still want to talk to an advisor, decide not to. I'll be checking when I get home from work if back up, hope so.
So.. the answer to your question, in a rather convoluted manner, is yes, people are having the same or similar problem.
I'll post later if connection is back up, or tuesday if not back up as will have to access from work .
I called last night and spoke to a more-frank-than-usual customer support guy who said that the described issue was very common and the issue is often at the exchange.
As i said I have two modems ( the speedtouch one that that they sent me ages ago ) and my own Belkin wireless router/modem neither of which will connect to the broadband. I also changed the filter and it made no difference so i know the problem isn't at my end.
I'm going to wait for the BT engineer to come ( early next week ) and hope that that resolves the problem. When I called BT they seemed very sure that they knew what the problem was and how to resolve it so i'm crossing my fingers. The Orange call centre staff i find are very nice but not terribly effective.
Its just frustrating that they never seem to know what the problem is and it just drags on for days. I'm terrified i'm going to be without broadband for months on end like other people on this site !
Well there ya go, now a week without broadband and I'm typing this at work. I phoned 'technical support' early Sunday morning and the dreaded checklist was followed to the ultimate conclusion of 'there seems to be a fault on the line' and a report will be put in for it to be checked. Then advised to call back in 48hrs, 'no we can't call you back, we don't do that'. Accepted what I was told as first time I've called, took all details, name, what was said and length of call. I'll be calling them back later today probably to find that they've done absolutely nothing. I have a terrible feeling that I've just been f***ed over and Orange couldn't give a s*** about it as long as the money keeps on rolling in.
Anyone know how long I have to go without the service before I can legally cancel? I'm 6 months into a years contract.
thats my exact problem. Its been just over a week with no progress - all i'm ever told is that engineers are working on the problem which is akin to saying ' we're doing f**** all.
I do advise to call BT though and explain that you are told that there is a fault on the line could they please check. They are sending out an engineer to me which will hopefully fix the problem although i'm not holding my breath.
I have not had Broadband for Three weeks, and phoned 16 times.
Just got all the same as you, doing line tests, reported to engineer. Call back tomorrow, in 2 days, in 5 days etc.
The tech support is of no use whatsoever, I think you will find you are going to be in for a long wait if it's anything like I am getting.
If anyone knows how to get things moving beyond the PPP server down and there is a fault on the line we are getting engineers to look at it, then please, please, please let me know.
well i'm holding out for the BT engineer who should be coming tomorrow.
If he can't fix it and its not fixed by the two week mark - next saturday then I'm leaving Orange although I forsee another fight in getting my MAC code going by other posts in this site
I just phoned Orange customer support up again ( Three weeks since originally reported), and was told nothing more they can do they are waiting on their service providers so I will have to wait a further 5 days - or more!!!
So looks like soon going to be 4 weeks and counting since I lost my broadband.
i probably won't know for sure until i go home ( i'm at work ) but you can track the issue on their website - BT.com\fix ) but at the moment it says the issue isn't resolved althogh they did say an engineer wouldn't turn up until ' pm '.
Fingers are still firmly crossed and I'll update you either way !!
If it fixes the problem then great but if not I'm going to give them another week and then I'm cancelling and moving elsewhere. More than the lack of service its their complete lack of customer service/care that has annoyed me more than anything else.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
What i dont understand is if the so called fault goes past a month why do they carry on charging you knowing full well that u aint getting a service yet if you cancel your payments they threaten you with debt collectors and wont remove the tag on your line its scandalous how these ISP's get away with it (not only Orange)
I feel better now
Regards
_________________ ex Freeserve/Wanadoo/Orange Blog
and thats another thing ! ( you've got me started now !! )
I just called up to ask about compensation and they said that while they will compensate me for the time that i haven't recieved a service they will only do this when the service is resumed so they only have to do one payment.
I asked what would happen if i didn't have a service for another 5 months and she basically said tough s**t.
They also advised I take it up with CISAS (the Ombudsman service)
The problem is I can't just leave Orange as they want a cancelation charge and the remaining 5 months of my 12 month cotract money. They can't provide the service yet I have to pay for the service and can't leave for someone who can unless I pay £140 - IT STINKS.
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and can hold if still want to talk to an advisor, decide not to. I'll be checking when I get home from work if back up, hope so.
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