I got my livebox replaced mid april. The new one tyey sent works fine, but almost 4 weeks later the talk service still doesnt work. Talk used to work on the other livebox, as talk is already active on my account what is stopping my new livebox from activating it?
I have spoken to Orange and they said the issue would be escalated and I should call back on monday!
Can I ask how you managed to get your livebox replaced? I've been trying for over a month now (due to VOIP problems), and even after many supposed escalations the problems haven't been resolved and I'm apparently not allowed a replacement box for VOIP issues, only internet issues!
It's very infuriating as I'm 99% sure the livebox is to blame and if I'd have bought it from the high street, I'd have taken it back and got a replacement, but it seems that this isn't possible with Orange!
We were given a Wanadoo Livebox wast april when we changed package. But when we changed to the free broadband in July they sent us anothe rone. When the first livebox started playing up I decided to try the newer Orange one.
So try changing packages(like from unlimited to plus, then back to unlimited and you shoudl be sent a new livebox)
I agree that they should give me a replacement, but I'm at a loss as to how I can get it. I most definately don't want to start a new 12 month contract with these guys!!
After my 5th escalation with still no resolve or contact from Orange, I have found that they are only authorised to give a new livebox when no lights are showing and the user has been without broadband for 1 month!! Note this is broadband, not VOIP.
As my VOIP light is on, it is not a hardware fault and I am not eligable for a replacement (my problem is that I get no dialtone or rings, but the light flashes when I phone the livebox suggesting the line etc is working). I suggested that there could be more than 1 hardware fault with 1 appearing between the VOIP receiver and the VOIP output socket, but I was told that this was not possible and there is only 1 sort of hardware fault which is shown by the phone light not being lit.
I do despair with these guys and I'm not sure what to do next!! I would like to talk to an engineer in the escalations team, but nobody seems able to put me through.
As my VOIP light is on, it is not a hardware fault and I am not eligable for a replacement (my problem is that I get no dialtone or rings, but the light flashes when I phone the livebox suggesting the line etc is working). I suggested that there could be more than 1 hardware fault with 1 appearing between the VOIP receiver and the VOIP output socket, but I was told that this was not possible and there is only 1 sort of hardware fault which is shown by the phone light not being lit.
I had exactly the same fault, as have several others on this forum. There is a hardware fault with your Livebox, somewhere between the VOIP receiver and the phone socket. But because the red light is on and it flashes when you ring it, the support people assume the Livebox must be working properly and send out a replacement phone adapter instead (the short lead that connects your phone to the Livebox). I have quite a collection of phone adapters now.
My Livebox went faulty in October. It took over 30 phone calls to get a replacement, which eventually arrived in April. However they still can't activate the Talk service on the new Livebox and they don't know why. The activation problem has been escalated twice, and I've registered an official complaint, but I've heard nothing back.
My next step is to complain to the ISPA. It's 9 months since my Talk service was last working.
See my comment "Sorry Orange" at General Wanadoo / Orange Problems.
I had the above problems with my VOIP. I got an new adaptor - no use. But the problem (plus problems of internet disconnections & low speeds) was cured by replacing the filter between the Livevox & socket.
See my comment "Sorry Orange" at General Wanadoo / Orange Problems.
I had the above problems with my VOIP. I got an new adaptor - no use. But the problem (plus problems of internet disconnections & low speeds) was cured by replacing the filter between the Livevox & socket.
I have all the problems as above. The only thing I haven't been aware of is the term 'escalation' what does this mean?
Escalation just means that your problem is passed to the next level up for investigation by a technical team, rather than being dealt with by front-line call centre staff. It is important to get your fault escalated if you want it fixed. But they are very slow and won't keep you informed of what's going on unless you phone up to ask.
halyorks - thanks but my problem is not related to filters. The people at Orange cannot activate my Talk service at their end. When they enter my Livebox serial number and MAC address into their system and try to activate it, they get an error message.
I can't quite believe it... Orange have finally activated the Talk service on the replacement Livebox they sent me in April. After 10 months and 35 calls to technical support, my Talk service is working again!
On checking my account, I see that they've put me on the 'Anytime - International' tariff and not the 'Evenings & Weekends' tariff that's included in my broadband package. I just hope they don't try to charge me an extra fee for the Anytime calls package, I never asked for it and daytime calls are no use to me.
Shouldn't do, when the packages last changed everyone who was entitled to it, as in they're on the unlimited package or the older Max package, got moved onto it for free with no catches.
If you use a different livebox to the one Orange originally supplied, is there any possible way of activating the talk service? The livebox settings say no telephone number is assigned, and Orange help say the talk service can only work with the original box with the correct serial number. However, there are always lots of secondhand liveboxes on eBay, they make about £40, surely they would have no value if you couldn't make the talk service work?
If you use a different livebox to the one Orange originally supplied, is there any possible way of activating the talk service? The livebox settings say no telephone number is assigned, and Orange help say the talk service can only work with the original box with the correct serial number. However, there are always lots of secondhand liveboxes on eBay, they make about £40, surely they would have no value if you couldn't make the talk service work?
You can make them work but it requires more work by Orange to get the system manually updated behind the scenes to do it. Requires escalations to do it I believe.
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