<Livebox Issues? ~ 1 month without Broadband - Orange wants me to hang on
TonyW
Posted: Tue May 08, 2007 4:46 pm
Joined: 08 May 2007Posts: 20
Hello to all. This is my first post - hope its in the right section.
Finding this forum has at least given me some hope - even if it is to ditch Orange. My story (short version!). Been with Freeserve then Wanadoo and now Orange. Broadband since 2004 - up till Nov/Dec 06 no problems then frequent line dropping with Speedtouch modem. Gullible as I am I fell for the upgrade to Livebox as this "will cure the problems".
Well since the 12th April have not had any connection - always "ppp server down". Every day since the 12th have found the customer support tech teams Same format each time reset livebox, will check line, fault reported try again in 24-48 hours etc etc. Have also spoken to BT Wholesale who would only talk in general terms but advised to ask to speak to an Orange team leader who in turn would need to speak to BT Wholesale Broadband Fulfilment team. I am sure you have already guessed Orange team leaders are as rare as rocking horse ****.
Asked for my MAC last week. Put through to customer care who asked if I would bear with them and they would telephone me within 24-48 hours - did not get a call. End of the week phoned again and was given a promise they would phone back within 24 hours - once again no call.
So today telephoned to say that I am not happy with the service
( complete lack of!) and wished to cancel my contract and get my MAC. I have now been informed that as I agreed to let tech service help there would be a cancellation fee of £210 !! The suggestion being that I had agreed to this with the request for tech help. After pointing out that no such agreement was made and the fact that clearly Orange are in breach of contract - unable to supply goods etc I was given another number to telephone. This time I was informed that I will have to have had no connection for 1 month before I can cancel contract.
Well in a few days time that will be 1 month without connection.
What would you do next Do I have any rights to claim back the small fortune in telephone calls to customer service or the charges I am forced to pay for dial up connection etc.
Broadband since 2004 - up till Nov/Dec 06 no problems then frequent line dropping with Speedtouch modem. Gullible as I am I fell for the upgrade to Livebox as this "will cure the problems".
....
I have now been informed that as I agreed to let tech service help there would be a cancellation fee of £210
Were you upgraded to wireless and talk when this happened? If so, it sounds like you've effectively signed yourself up for a new 12 month contract, which they should have warned you about at the time.
Were you upgraded to wireless and talk when this happened? If so, it sounds like you've effectively signed yourself up for a new 12 month contract, which they should have warned you about at the time.
Yes I was upgraded to wireless and talk and agree that I have effectively signed up for a new 12 month contract. This was undertaken in the understanding that my connection problems at that time would be resolved with the upgrade.
Since connecting the livebox I have totally lost broadband connection and cannot even get a connection with my old Speedtouch modem. Therefore I believe that Orange are clearly in breach of contract by their failure to deliver the promised service. I believe that I have acted reasonably in this matter giving them every opportunity (telephone every day since 13th April) to correct any problems.
EDIT:9th May Update
Today tried to connect via my Orange dial up service. Could not believe it (Victor Meldrew mode) no connection available - thought they had cut me off!
Not holding out much hope reconnected Livebox - RESULT it is now working!!
So looks like I will be staying with Orange to honour my part of the contract - that is unless I get any further issues
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Same format each time reset livebox, will check line, fault reported try again in 24-48 hours etc etc. Have also spoken to 
Do I have any rights to claim back the small fortune in telephone calls to customer service or the charges I am forced to pay for dial up connection etc.
