Hi all
My first post here.
Pretty much the same story as a lot of you.
When we first signed up to freeserve/Wanadoo broadband we had months of problems with the connection and months of them checking the line etc, eventually we got a stable connection & have had no probs for the last 12 months. I stupidly took advantage of Oranges option to upgrade from 512kb to 2MB for £3 less per month.... big mistake! They upgraded us on Tuesday and we have had 3 days of disconnections!!! I telephoned customer service and although very nice were of no help insisting that i call the 50p/min tech line. All i want is for them to put the broadband back to how it was!!!! I do not want to spend £s listening to someone asking me to check my bloody filters!
Any of you know of an alternative to call the tech line? An email address that is lightly to get a reply would be good.
Sorry for the rant, but it should be so simple!
Aerofish
Noise margin 4.1
Data Rate 2272
OUtput power 16.5
Attenuation 61.0
That noise margin is very low and probably the cause of the disconnections. The background noise just overwhelms the signal causing it to drop or not connect in the first place.
This can be down to filters or now you have things setup which is why they will ask about that. Sounds like you're on the starter package which is why you call the 50p number for tech, it's part of the agreement. You can try and get customer support to downgrade it but they may not be able to directly or charge for it. Otherwise it's a matter for tech to discover through line testing and downgrade as needed if speed is the root cause.
Joined: 05 Feb 2007Posts: 1Location: Stockton on Tees
I would just like to say that I work for Orange and have done so for 8 years but since they rebranded Wanadoo to Orange things have certainly gone down hill. To say I am embarressed to work for Orange is an understatement!!!
I have a broadband acc with Orange and my problems began last October. We had our line upgraded from 1MB to 2MB as BT had just upgraded our exchange. Since the speed increase our connection would disconnect every few minutes. I called customer services and was passed to the so called "technical team" based off shore. Well they got me to check the usual, modem, cables, filters ect but to no avail so was advised that a line test would need to be carried out and I would have to call back in after 24hrs for the results. I asked if they would call me but was told they don't have the facility to call customers??????? Yes I know this does seem a little strange for a world leading global communications company. I work in customer services for the mobile side and we can call customers back. In fact we are strictly monitored in achieving Single Contact Resolution meaning the customer should never have to call back in with regards to the reported query. Anyway, I called back after 24hrs and was told BT had found a fault on the line and they would have to carry out further checks to see what and where the fault was. I was again told I would have to call back in after 24hrs. Another 24hrs passed and yet again I called back to find that there was no fault at all on the line. I explained I was told only 24hrs ago that a fault had been discovered and they were doing further checks. I was told this was incorrect and that there were no faults. If this was the case I pointed out, why do I keep getting disconnected? The only thing they could do I was told was to do more line checks. I asked if I could be down garaded and was told that this was not possible as BT would not allow this at all.....................................
2 weeks later our fault was still there and no one could explain what or where the fault was. I escalated the call and got to speak to a manager from the Sheffield call centre who agreed to decrease the speed back to 1MB. She could not understand why I was told this could not be done as all she needed to do was submit a request to BT and would take upto 10 days to go through. Within 2 days I was back on 1MB and the problem had gone. Yeah. But............
On the 9th January our broadband stopped working completely. I called customer services only to be told that BT had disconnected out broadband line and i would need to speak to BT. I called BT as requested and they could not understand why I had been asked to call them as Orange was my ISP. They explained to me that yes my broadband line had been cut off but only at the request of Orange. I called Orange again and was told it was nothing to do with them as they had no power to submit any requests to BT to end a broadband line, and that I needed to speak with BT (again). I called BT who gave me the date Orange submitted the request and also the Orange ref number on the request. I called back to Orange customer services who agreed to reonnect the line and I would have to wait 10 working days for the line to become active. I had no apology from them at all. They did however offer 2 months line rental credit and a free Live Box. I was told on the 10th Jan the Live box would be ordered. Our broadband was reconnected on the 24th January however we are back on 2MB speed and now keep getting disconnected every few minutes. We still have not recieved the Live Box either. I have called about that 3 times now and each persons says that it is not on order and they will order it now. Well I will have to wait and see if that turns up. I don't fancy my chances.
WOW That is just typical of the ridiculous service that they are currently offering. How they can't call you back: How they don't have any real tech knowledge: And it is so easy for them to upgrade but apparently unable to reverse the procedure I think that they will loose an awful lot of people when their 12 month contracts are up
johnny has my sympathy i have all his problems due to trying as an oap to save a few pounds per month i had happy days with Freeserve/Wanadoo then saw with Orange the same was apparently on offer @ £3 pm less fool i was i asked for reduction i got it and reduced service, unwanted increased speed from 1mbp to 2mBp since then have good service from 9am to 4pm few dropouts (none with Wanadoo)when the dial tone disappears until after midnight when in frustration and tears i go to bed. Over the years i have come to rely on internet for groceries medical supplies shopping and keeping intouch with family and friends as due to circumstances i am unable to get out much.All my appeals to have speed reduced are disregarded one technical adviser told me he would loose his job if he organised this. Can anyone tell me is it possible to have a dial up service alongside BB but with another Isp as i feel so isolated. Principal will not allow me to buyout ie pay £100+ to get MAC as i do not trust them to supply it after all i have read of others experiences. Sorry about length of moan but is my first and i only found site yesterday promise brevity in the future. Any chance of name and number of helpful person in Sheffield as India is U S. ed
Principal will not allow me to buyout ie pay £100+ to get MAC
Orange can not hold you to ransom by failing to supply a MAC code against monies owed on your account. Heres the relvant extract from the Code of Practice from the OFCOM website.
Migration Process
The process works by means of a migration authorisation code (“MAC”) which customers obtain from their existing provider and give to the new provider they have chosen. Customers need to follow Three steps:
(1) A customer wishing to change their service provider must first contact their existing service provider and request a MAC (customers should not request the service be ceased)
(2) The existing service provider will send the MAC to the customer within 5 working days. The MAC is valid for a period of 30 days from the date that it is issued.
(3)The customer must then present the MAC to the provider they wish to migrate to. The gaining provider will then process the request and inform the customer of the transfer date
Customers' rights and obligations
Under the terms of the code:
The existing service provider cannot unreasonably refuse to issue an authorisation code and may only withhold a code if:
* the request is not made by the account holder or the account holder is deceased
* the contract has already been terminated and the connection ceased
However, the existing service provider must explain the reasons and supply information on how to appeal against the decision;
The existing service provider cannot withhold an authorisation code to enforce debt collection or contractual rights. However, customers are not freed from contractual obligations they have entered in to with their existing service provider - i.e.: they will have to honour the remaining term of an existing contract or pay early cancellation fees, if applicable. An existing service provider will still be able to take reasonable action to enforce their contractual rights even after a customer has migrated to a new service provider.
Although a Code of Practice, OFCOM will attempt to enforce it. From 14th February this process will become a regulation under Ofcom requirement giving Ofcom the right to impose penalties against any ISP who fails to comply.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Its awful that this dire company will go all out to get money owed on contracts but dont give 2 hoots about the customer side of the contract and fix problems its a total disgrace.
_________________ ex Freeserve/Wanadoo/Orange Blog
Not so bad if you dont have to pay it all off in one go, means you will be paying 2 ISP's one of them a terribly crap one who you dont even have a service with like but...
I would just like to say that I work for Orange and have done so for 8 years but since they........
Johnny
OMG When i read this I thought you had been reading my mind!
This is exactly what I have! I am on my third can you ring back in 24hours bull because I got upgraded to 2MB in October and since then have had rubbish internet connectivity etc.
I am sick of ringing up to the off shore call centre! 1 i cant understand them half the time, 2 they only say line test this line test that 3 they dont listen and wont call you back!!!!
omg Orange are so bad. I am on the £22.99 a month package so I rang CS and said i want to swap to the £19.99 oh we cant do that till your internet is working again WTF!!!!!!! eh!??????
Only last time (dec) when i asked for MAC code did i get anyone to call me back and then i was not in cause they rang during the day - hello we work you know! we have too to pay for this crappy internet!!!
omg i just want a decent broadband provider i would have wannapoo back or freeserve anything but Orange.
How can I get my line downgraded the bloody call centre is just passing me from pillor to post here and i need the internet at home for work etc.
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I think that they will loose an awful lot of people when their 12 month contracts are up
