I'm not sure if this is the right forum, but we do pay for an 8Mb connection ...
So, 12.00 on Wednesday 23rd March I became unable to access the broadband service. The ASDL light on my router was out ... phoned Orange technical support ... we do not offer service with a router, you will have to reinstall the Speedtouch modem supplied ... but there is no ASDL light - that means there is no broadband line right? No, you need to reinstall the Speedtouch modem, we cannot offer advice until you have done that.
!!!!!!???? Much cursing, hang up, FIND modem, reinstall, fire up and ... guess what .... the ASDL light is flashing and .... connection advises "No dial tone" .... there, see, no line.
Phone back, go through the entire reading off computer screen spiel from the "helpful" technical assistant ... reset the user name , do this, do that, no change the ASDL light still flashes. "There may be a fault on the line, wait an hour and it will be back.
One hour later ... nothing ... I ask someone else to phone Orange I can't cope with the incompetance of the "technical advice", we phone back ... now we need to wait for 24 hours ... we rant about paying for the service, not getting the service etc. etc. to no avail ... Orange will phone us back tomorrow ...
26 hours later we phone them ... there is no fault on the line ... Yes there flippin is we say ... we tell them about the flashing ASDL light and the no dial tone message ... they will phone BT again. (In all this we are hindered by being unable to phone BT to sort this because we are not the BT customer Orange is) In another 24 hours our line will be sorted and now BT and Ornage will phone us to let us know.
24 hours later (Friday) there is still no line ... we decide to borrow a further Speedtouch Modem, filters etc just to triple check ... connect it up and ...still no line. Phone Customer Services - Line will definately be back in 24 hours, or failing that 48 hours. We go home, confident that when we come in on Monday we will be able to access our emails from our customers.
Guess What .... Monday arrives, no broadband .... phone Orange ... the fault has been fixed ... no it hasn't we say. Yes, yes it has they tell us. No, No, No still no ASDL light and still no dial tone. We will send you a new Modem. We don't need a new Modem, we have tried 3 different Modems none of them work, "We have to send you a new Modem, BT won't check the line again until you have had a new Modem". But we've tried Three, can't you just tell them we have had the Modem and tried it and it doesn't work ... look the ASDL light is out and the modem says there is NO dial tone ... obviously there is NO line.
No, we have to send you the modem .... so we wait another 48 hours until Wednesday (a full week after the fault was reported) when the new modem arrives .. so out of the box it comes, installed, connected and fired up ... the ASDL right keeps on flashing and the No dial tone message appears ... we phone technical services again.
Ah yes, let me look at the results of the line test ... yes you have a fault on the line (oh god, how we know that!) BT engineers will look at it and it will be fixed in 24 hours .... although if it is a major fault it will take longer ... 48 hours should see it up and running ... oh ha ha ha they have such a sense of humour in the technical services department.
We tell them we have been without our broadband for a week now, we cannot access our business emails or send emails and our business is starting to suffer ... we could use the dial up services (only our ancient computer in the corner is set up to work with dial-up) I cannot be bothered to set it up on the all dancing all singing system. I point out that some of the files we need to access are up to 7.5mb in size .. we will never managed to download that using dial-up. No, agrees tecnical services but cannot offer anymore help.
We phone 24 hours just to let them know that the next 24 hours have passed and we still don't have a line .... but we are assured the engineers are working on it ...
We phone a friend .... have we tried changing the filters ... course that's the only bit Orange haven't sent a replacement for ... dare we phone and ask? No that will be another 48 hours on hold while they send those out ... instead I will borrow a new one from a friend ... get the new filter ... baited breath ... plug in ... and the ASDL light keeps on flashing.
Give up ... it's Easter, at least my broadband at home is working ... Do you think the office one will be up and running by next Tuesday? Reading the horror stories on here I somehow doubt it!
How long does it take an engineer to work on the line? How can it possibly take over a week? Are they laying new cable for me?!
Ooh update .. this morning 9.30am a man called Kevin telephones to tell us that our line is working ... someone telephones me at home from my office to ask for help connecting to our newly fixed broadband line .... I go through the procedures, but still there is no ASDL and no dial tone ... still we now have a direct contact name and extension number ... fingers crossed ... Orange may be working on Good Friday, we have to maintain a presence in our office to monitor things ... do you think the BT engineers will be working today, or over the Easter holiday or will we have to wait another 24 ... 48 ... 72 ... 96 ... etc. etc. hours?
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