<Livebox Issues? ~ Too long to wait for TALK service on Livebox?
scarlet
Posted: Mon Jan 15, 2007 7:46 pm
Joined: 23 Dec 2006Posts: 62
Can anyone please tell me if 4 weeks is too long to wait for TALK service to be activated on a Livebox? Also, is there a contact Orange email address or postal address to send queries instead of telephoning and wasting more money?
4 weeks is to long if they could activate it then it should be on within 15 mins. You need to get them to escalate it as a WUK talk error and then they should investigate it. Also try and find out what exactly is the issue with activating it. They do activation through something called member centre and sometimes the info on your livebox doesnt match with what member centre has so they need to update it for you which should take about a week or 2 once they escalate it for you. Good luck.
_________________ ppp_serverdown god damn it i hate it!!!
i'm in the same situation.
1st call to customer support their pc crashes on them
2nd call am informed that i have to enable via the installation cd (this the one with the flash player problem causing it to run like a snail) or via my accounts page where there will be a livebox and talk management option which there isn't. So they manually enter the serial number and MAC code which there system rejects as which ever data entry monkey it was who type them into the system before my livebox was sent out typed them in wrongly. So i am told to call technical to get it escalated to a higher level (2nd line technical support as in people who are actually technical)
3rd call get an indian live centre with the usual strong indian accent and problems understanding my accent which has been described as posh or well spoken and not Geordie or Scouse !!!! Anyways then after much Alpha Charlie Delta stuff to get them to understand the MAC and serial number am told it will take 5 working days and then i must ring them back to find out if they've actually done anything.
I wish you joy in your quest
Was thinking it should be a barcode. looked on the box and cd wrapper and it is !!!! Are they typing it in and not using barcode readers !!!
Well I took the plunge and phoned Orange support on 150 and spoke to a very nice Scottish gentleman, who after about five minutes on hold got details of my Livebox and IP address and promised me that in next Three days, I should have my Livetalk enabled. So, keeping everything crossed - I will update you if I succeed.
Well I took the plunge and phoned Orange support on 150 and spoke to a very nice Scottish gentleman, who after about five minutes on hold got details of my Livebox and IP address and promised me that in next Three days, I should have my Livetalk enabled. So, keeping everything crossed - I will update you if I succeed.
Hiya scarlet,
Sorry to hear about your problem with lack of Talk service on the Livebox. Had exactly the same trouble myself, except mine has gone on for more than 2 months. No phone light, no nothing! I've been consistently told the problem will be "escalated" to higher authorities each time I phoned Orange, and have been told all should be well in "3-5 days" from then, but nothing's changed.
The latest is that I've registered a formal complaint with Orange about this, and sent it via Recorded Deliverey, overland mail, and told them to get their finger out withing 2 weeks time of their receipt of my letter, otherwise I'll be contacting OFCOM and/or the ISPA. I've also claimed compensation from them for failure to deliver service for which I've paid, plus cost of fruitless calls to their Customer and Technical "Support" (haha!).
Hope you fare better than I have, but don't hold your breath.
Well what do you know - Orange Helpdesk is next to useless. They promised by today my Livetalk will be activated and send me an email. Nothing on both fronts.
Well what do you know - Orange Helpdesk is next to useless. They promised by today my Livetalk will be activated and send me an email. Nothing on both fronts.
Hiya again Scarlet,
Sorry to hear about your problem, similar to what I had experienced, and hope by now it's been resolved.
If not, try what I did, because it worked, and not only have Orange at last fixed my lack of Talk service (after Three months!), but they have credited me with Three free months'-worth of subscriptions, and there could even be more compensation in the pipeline.
Write a formal letter of complaint to Orange and send it to them via Recorded Delivery (you can track this on the Royal Mail website). Give them two weeks to fix your problem within receipt of your letter. Make sure you provide them with enough details, if you can, of phone calls you have made, dates, times, and names of persons you spoke to. Lay it on the line to them, firmly (but without personal insults, I would always recommend).
Additionally, in my own case, as indicated in one of my earlier posts, I e-mailed the ISPA, and found them to be EXTREMELY helpful. I enclosed the entire text of my formal complaint within the e-mail, for the ISPA's reference. A very kind lady from ISPA contacted Orange on my behalf within a day of my e-mailing her. By coincidence, I received a written, overland reply from Orange the day after she'd advised me (via e-mail) of what she'd done, in which they promised the problem would be escalated - and BINGO, two days afterwards, the Talk service was activated, and it's great!
So, Scarlet, and anyone else reading this posting, I encourage you to write to Orange on things like this. Yes, it is a PAIN having to do it, I agree, but sometimes it seems to be the only way.
If you're not confident about writing a letter, then don't worry, and take a tip from a friend of mine who, many years ago, decided to write a letter of complaint to his local council, starting the letter with, "Dear Sir, Look 'ere!" Hehe, a funny story, but I bet the recipient of that one has remembered it all of his/her life so far - heck, even I'VE remembered it, and I'm an old geezer!
Go for it then!
Oh, by the way, ISPA told me that before they can take up a complaint, you MUST exhaust the internal complaints procedure of Orange first of all, which means having it escalated all the way within the company, till you've had enough. Similarly, OFCOM, I understand, won't take up any complaints until Three months of the continuing problem has elapsed. I think that in the case of ISPA, that period is only ten days, but check on that.
Hiya - I have actually got good news. A couple of days ago I rang on my mobile a free number 550 and spoke to an English guy who said he could activate my Live Talk. this was achieved within 5 minutes and I am now in the enviable position that I can use approximately 600 minutes free on our 2 mobiles plus free phone calls on Live Talk. The quality of the calls ain't that bad and it is amazing that my previous 3 attempts failed to yield this successful outcome. How inept must be those Orange Helpdesk people in India?
I even had a complaint letter neatly typed ready to go out to Orange Headquarters when my Live Talk was activated. It pays to persevere. Try the 550 number on the mobile. Its worth it!
Hiya - I have actually got good news. A couple of days ago I rang on my mobile a free number 550 and spoke to an English guy who said he could activate my Live Talk. this was achieved within 5 minutes and I am now in the enviable position that I can use approximately 600 minutes free on our 2 mobiles plus free phone calls on Live Talk. The quality of the calls ain't that bad and it is amazing that my previous 3 attempts failed to yield this successful outcome. How inept must be those Orange Helpdesk people in India?
I even had a complaint letter neatly typed ready to go out to Orange Headquarters when my Live Talk was activated. It pays to persevere. Try the 550 number on the mobile. Its worth it!
Hiya Scarlet,
Delighted to hear your news! Yes, perseverance is the answer.
What's this free 550 mobile number you're on about? Is it free on ALL mobiles? (I'm a mobile-illiterate, LOL) Where did you find it? What's the full number?
I agree with what you say about the poor service when you phone Customer Help or Technical - but I've spoken to English blokes on there, not only Indian ones, who have not been that good. One Enlgish fellow wanted to help, but he admitted his technical knowledge didn't stretch that far, though he wished it could. Not his fault.
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