I applied for Orange connection on July 27th. I have been asked to wait for 10 working days to get my connection going.
Though they asked me to wait I kept calling them once in every 4 working days (to make sure they are working on my connection). After 10 working days, I got my Livebox (though I need to call them to get the livebox and found out that is not been ordered!!!!!!!)..
I am pretty happy to get that and when I connected it saw my @ light flashing fast... called tech support and got an answer "your account is not updated contact customer service"
I chased customer service deapartment and shuttled between tech/customer/spt (special provisioning team) and finally got my account updated by 12th Aug. Any my problem doesent stop there... now its again not connected, then i got to know from tech team that "my connection is not provisioned"... oh my god... chase departments again and got SMS from Orange arround Aug 13th saying my connection is done and i can connect from now on. I am over the moon... went back home and hugely dissapointed to see @ light flashing fast..
Guess what.. I need to chase the departments once again... ooh.. I think i can handle Orange calls from now on ... got to know more departments now.. FSD (frontline service desk).. they escalated my case to FSD and I got email from Orange on Aug 15th that my line is activated. But again @ light flashing fast... really got frustrated that this point.. called tech team they did a line test and told me there is fault on my line they need clean the ports!!!!!!.... after 48 hrs they said its done and internet is still not up. Then on Aug 22nd they came back and said there is "Known fault" in ur line and u need to wait another 5 working days... I really lost my patience here.. but still gave them a chance.. I keep calling them every 2 days no updates..
After 10 working days, I really got fed up and called CS to get my MAC number, rep said wait for another 4 working days, if its not done you could contact me.
I couldnt beleive this.. does anyone else has similar kind of problem??.. waiting to get broadband connection for more than 30 days!!!!!!!... My exchange is south harrow and now tech team saying that there is "Stuck fault".. any one knows waht is that??
Unless you have good reason to chose Orange such as the free laptop offer or as an add on to your mobile, I'd choose another ISP ASAP before Orange put the tag on your line
I took this connection because I had Orange mobile. But without broadband for 30 days is really killing me. I usually work from home sometimes (even my girlfriend do).. but its almost impossible now. With tube strikes in London, I am getting bashing from my GF
I spoke to Tech reps again, they say there is fault in my line. BT needs to do some testing which they are not able to do !!!... thats the reason they are not able to connect me.. I asked them that Orange has LLU in my exchange (that means they hv their own equipment) and why should they want BT guys to do testing???... they said eventhough we have LLU its BT guys who needs to test it!!..
Also he said, even if I switch ISP I will still have this problem!!
The only problem now if I switch the ISP is, I need to wait for 5 days to get my MAC and then need to wait for another 10 working days to get connected by another ISP. So effectively I wont have broadband for another month
Does Orange really looking into these forums?.. Does anyone can get any info from Orange through this?
If you have never had a connection via Orange then 38 days is an adequate period to allow them to provide that connection.
If they've failed, you have allowed them sufficient time to comply with the contract therefore write to them, recorded delivery, cancelling the agreement citing their inability to provide the connection within a reasonable period. Send a copy of the letter ISPA and OFCOM.
_________________ An ex-Orange guinea pig
"The first third of our lives is ruined by our parents, the second third by 0range then along comes 02 and you die happy."
THe OP may want to try signing up with someione else quick - providing there is no tag on the line. If s/he does have a tag with no connection details, then that is disgraceful
Agreed ! that's why I posted.....it's not clear if raj_uk has ever had a connection.
If there has been no connection, then 38 days in relation to contract t&c's is adequate time for them to resolve an issue.
_________________ An ex-Orange guinea pig
"The first third of our lives is ruined by our parents, the second third by 0range then along comes 02 and you die happy."
I never had a connection with Orange before or with any ISP (this is the new place I moved in).
Update: Spoke to one of the Orange representative and he gave me a shocker... It seems this fault lies on system from Aug 22nd and no one able to take the fault (as it is stuck in the system). So all these 10 days (inspite of me calling them daily), they didnt give me any information on this. THATS IT!!!.. I cannot take it anymore. I ordered for my MAC number and representative is kind enough to agree to give it AEAP with no cancellation charge!!!!... (He did say I will incur some cancellation charge, but I argued that I waited more than 28 days without connection).
Again thank you guys for directing me... Now the question which ISP I should ping next?....
According to Orange, they had tagged my line from their side, thats the reason they are giving me MAC number.
They didnt take any money from my account yet (No bill from their side too).
Good point, I will try to contact the representative again to send email/post of all the things he told me over phone (Again it would be difficult to locate him again).
I'm not sure if I believe the "tag" bit.....they've not taken any money and you haven't any sort of connection, how can they tag a line that has a blocked fault that nobody in Orange can access ?
I'd take a chance, select a new ISP and see if they can connect you.
Actually you can test if your line is tagged by going through the initial online sign up pages on for example :-
I can recommend Idnet 100% as a great ISP.
I've been with them about a year now and never had a disconnection once.
My speed slowed down from 2800 KBPS (I'm far from the exchange) to 2400 KBPS recently so I rang them to ask why.
They sorted it within the hour.
Their ENGLISH SPEAKING, knowledgable, friendly staff who genuinely care about you as a customer is so refreshing after the disgraceful Orange.
I too had my nightmares with Orange and cannot believe how they stay in business.
I know Be Broadband has great reviews too and upto 24 MB connections if you're close enough.
Idnet do upto 8 MB with ADSL MAX.
Also with Idnet you have 1 month contracts not 12 so it's easy to leave if you're not happy.
They accept LLU MAC codes and don't charge you for moving from an LLU provider.
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... got to know more departments now.. FSD (frontline service desk).. they escalated my case to FSD and I got email from 
