Two days after first posting on this forum I received a phone call from Orange Tech. support, UK version, wanting to help resolve my frequent dropped connection problem. I don't know how they could identify me from here but I don't believe in coincidences. So well done OrangeProblems.co.uk.
Two days after first posting on this forum I received a phone call from Orange Tech. support, UK version, wanting to help resolve my frequent dropped connection problem. I don't know how they could identify me from here but I don't believe in coincidences. So well done OrangeProblems.co.uk.
If you're on LLU then Orange (or their supplier) probably have access to your line's synch records.
Site AdminJoined: 07 Apr 2006Posts: 784Location: United Kingdom
Hello Towny
We're glad that OrangeProblems.co.uk could be of assistance!
Orange do monitor this site and I hope that they are now seeing that the site is of great benefit to their customers.
We would like to add that we DO NOT disclose any member information to any third parties (including Orange) without the explicit permission of the member...
...We of course abide by English Law and information may be shared with other organisations in line with legal compliance, for example, in the prevention of crime.
Here's extracts from my letter
Extract of letter sent to Orange and ISPA
Dear Sir or Madam.
Regarding my broadband starter package 1mb 03-06-06.
On Sunday 19th Nov 2006 I tried to connect to The Internet using my Orange broadband account and received a 0721 error "the remote computer did not respond. Connection failed."
I checked another PC with a modem and filter of the exact type and model "speedtouch330" and received the same error so I reinstalled the modem and software to no avail.
Connection progress codes as follows:
Event 0000.The communication port is about to be opened.
Event 0001. The communication port has been opened successfully.
Event 0002. A device is about to be connected.
Event 0003. A device has connected successfully.
Event 0004. All devices in the chain have successfully connected.
Event 0005. The authentication process is starting.
Event 0006. Verifying user name and password.
(This 0006 event happens 9 times)
Event 0721. The remote computer did not respond. Connection failed.
I contacted customer support on 0870 1900 672 and was told to ring tech support on the premium rate line but explained that my account at BT blocks all 09 numbers. (Could you please point me to the relative terms and conditions that state anyone signing up to your broadband packages must have the facility to call your premium rate line?) I was given the number 0870 010 2462 where I was told I would receive technical help, despite me telling customer support that all my devices were connecting as normal but the 0721 error was at your end as your computer was not responding and failing to connect. By the way, even if I could use 09 numbers, why should I use a premium rate tech help line when all my devices are working properly, my BT line is functioning correctly and the fault lay with you?
My line was checked and I was taken through a "netsh int" procedure but still got the same response; 0721 error. I was then told to leave my PC on for the next 2 hours and not use my phone for the next 24 hours which I did.
Mon 20th Nov 06.
Telephoned at 8pm and was told that Orange system was down and to ring back later. Rang back at 11pm and was told that the lines were being upgraded and I should wait 48 hours with a promise that the problem would "definitely be resolved" by then.
Thur 23rd Nov 06
Telephoned at 5-41pm and spoke to (*****). Was told that the lines were still faulty and would definitely be fixed within 24 hours and that I should ring back then.
Fri 24th Nov 06
Still could not connect so rang again and spoke to (*****) who told me that the engineers were still working on the problem but couldn't tell me what it was. Then said it could take five days but in the next breath promised me it would be sorted in "a couple of hours" so I was to ring back then. His actual words were "a couple of while" When I pressed him to explain what he meant he kept repeating it then said a couple of hours!
8pm. Rang back and spoke to (*****) who told me that the engineers have rectified the problem but she couldn't deal with my fault because it was not the right department. I was given the number 0870 1900 672 which I explained was the number I'd rang originally and they had directed me to the one I was currently on; 0870 010 2462.
I tried again later and spoke to (*****) who went through the same procedure as everyone else then passed me on to a technical guy called (*****) who tested my line and said that it was ok. He explained that the lines were being upgraded to LLU and my modem might not support this and he would organise to send me a replacement modem out until I explained that I was on the 1 MB service. Together we confirmed that all my devices were connecting and working and he told me to wait until Monday and ring back then.
Sun 26th Nov 06
I received a phone call from customer services who said that my problem would have to be closed and reopened again as a new call because it had been logged as a "slow speed fault" and not as I'd stated to everyone from day one, "The remote computer did not respond. Connection failed" fault. I was told customer services would ring back but they could still not explain what the problem was and have not rang me back which seems to be typical according to Internet feedback.
Wed 29th Nov 06
I telephoned 0870 010 2462 at 6-20pm and spoke to (*****) who put me on hold then told me to ring 0870 1900 672. I tried to explain that they would just put me straight back to 0870 010 2462 but she told me that it was not her department and there was nothing she could do so I rang 0870 1900 672 and spoke to (*****) who put me on hold.
On returning he told me that the lines in my area had been upgraded to LLU on 17th Nov 06. He told me there was nothing he could do as it wasn't his department and told me to ring 0870 010 2462. I again explained that they would give me the number 0870 1900 672 again who would then pass me straight back but he just kept repeating that it was not his department! This is like a game of customer services tennis isn't it?
Further calls have resulted in non connection due to all operators being busy. Through all this I have been constantly told again and again that I have to ring a 09 premium rate number to get it sorted, despite me explaining every time that my BT account blocks 09 numbers.
Excuse me; the fault does not originate from my equipment! The Internet is riddled with poor people who have allegedly not been able to connect for months on end and even those who it seems have gone 5 months etc without ever having the service active and who have spent a lot of time, effort and money using this tech service with no results! A lot of these people seem to be at their wits end and like my wife and I, trapped by the Orange contract!!!!
I am totally frustrated and angry at this disgustingly shoddy and unprofessional service. I have been with Freeserve for a number of years and after having problems with my Anytime account when Wanadoo took over then strangely as a matter of coincidence being pestered on the telephone month after month to upgrade to broadband; despite requesting I be left alone, I finally signed up for a broadband package, believing all the hype I was being fed through the media about Wanadoo and Orange being the bees knees. Never have I regretted anything so much in my whole life.
I can't cancel my contract because I would be forced to pay the remainder of the twelve months for a service I wouldn't be getting, despite me not getting the service I'm paying for at present as it is. If I cancel my direct debit with my bank then it would seem from the many many letters and postings on Internet forums Orange will hold on to my phone line MAC, thus preventing me from using another ISP and also send the bailiffs in and put my name and address on the bad debtors list, is this correct? I've never been on the bad debtors list in my life and don't intend to start now!
It would seem then that Orange are still debiting my bank account in the full knowledge that I am not receiving the service that was promised, is this correct? Would that not be deemed a fraudulent act?
I feel trapped, frustrated and angry. My wife and I have taken advantage of the broadband upgrade (which we were mythered over the phone and through junk mail into getting) to include our work in its use and now we find it is very inconvenient being without it but what choice do we have? Answer: None! Because of the "hand tying" terms and conditions of Orange.
We cannot move to another provider and we don't have the service we are paying for from Orange and no one can tell us (or are refusing to tell us for some reason) what the problem is.
I have certainly learned a valuable lesson about companies such as Orange and if necessary, once my 12 month "sentence" is over I will, without any hesitation, be closing my account as I'm sure a hell of a lot of other people will also.
Without a doubt I shall be making as much noise as possible about this abysmal level of service in as many media areas as possible i.e.; Local and national newspapers, local television, Internet polls and forums along with a personal website calling for the boycotting of all Orange products and linked to the many sites already out there that are literally teaming with dissatisfied customers. I will also be forwarding this letter to OFCOM, the ISPA and ICSTIS.
Should you be prepared to close my account at once at no further charge or forfeitures, reimburse me for the fees you have taken for no service to date to include payment for the wasted phone calls to the 2 "customer service tennis tournament" lines and free up my phone line then as far as I'm concerned the matter will be ended.
If not then I will be like a dog with a bone and campaign rigorously to bring to the attention of the general public as many facts as I can regarding the negative aspects of entering into any kind of contract with a company such as yours. I will be hoping to conclude this matter sometime before the sun burns out and we enter a new ice age!
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