My BB connection went down on 1st July after a lightning strike in my area (Rochdale) and since then Orange Tech Support have been fobbing me off on a daily basis. Ring back in 24 hours, ring back in 48 hours, get the picture?
They now say that they have downgraded my line from 4mb to 1mb as my line can no longer support the 4mb which I have been getting with no problems for the last 12 months and that they have passed my fault on to BT to fix. When asked how long it could take to fix they said that they have no service level agreements with BT so are powerless to push them for a date and that it could take weeks/months.
How can I,
a) confirm with BT that it is a fault in their Rochdale exchange, and that Orange are not just fobbing me off yet again
b) get Orange to put my line speed back up to 4mb once the problem is resolved (yeah right, some chance)
c) how long do I have to wait without a connection before I can leave this shambolic company for good?
Have you tried a new modem/router after lightning.
Keith
I only use a Livebox but they say that as the lights look OK after doing a factory reset then they suspect that it is a line fault which is taking an eternity to fix.
May be worth trying a Speedtouch modem if you can borrow one. Atleast you will then know what problem is.
Keith
My village lost all telecoms 22 June. Voice was restored 1 July (same line), but (in my case) not BB. I have been contacting Orange Tech Support in India since then, about every 2/3 days. Each time they ask me to do the same things e.g. reinstall modem, change splitter, disconnect printer, leave pc on for 3 hours so they can test, etc. They all tell me the same things, e.g. "restore service in 48 hours". If I am persistent they tell me that "BT have reported a fault and are working on it" and the time to restore becomes 72 hours. They do not seem to have a tracking system that logs what I have already done at their request, or what tests they have initiated.
They tell me they have no means of human-to-human contact with BT technicians.
My diagnostics on the Thompson Speedtouch 330 indicate that the fault is not in my property (fault 0680 no dial tone). Based on past problems that others in the area have experienced with the same exchange, my suspicion is that the problem lies either in the exchange or in the cable infrastrure between the exchange and my property.
Last time a similar problem arose with the BB service (before Orange bought out Wanadoo/Freeserve) I managed to obtain a BT contact number and spoke to a BT employee who was able to have the problem resolved. Does anyone out there know who I might get in touch with this time?
Joined: 12 Jun 2006Posts: 907Location: Weston-super-Mare, UK
When people have complained to Mr Abensur, head of broadband the reply included an apology and:
If you would like to discuss any points further, please contact any member of our Customer Action Team on 0845 070 2976 (Mon-Fri, 8am - 5.30pm). They have all the information and tools to be able to further assist with your query.
Others have has success on this number, suggest you try.
Have you tried a new modem/router after lightning.
Keith
I only use a Livebox but they say that as the lights look OK after doing a factory reset then they suspect that it is a line fault which is taking an eternity to fix.
My Netgear router still showed all the correct lights after being fried by a lightning strike.
Jerry
My Netgear router still showed all the correct lights after being fried by a lightning strike.
And there lies the main problem, lightning can fry equipment at either end of the connection. If your modem/router/livebox is acting perfectly normally, but just cannot connect you'd want to test to make sure it is the part at fault before replacing it really.
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