I would like to advise others of my recent problems still on going regarding my internet connection with Orange. I have been a freeserve/wanadoo/orange subscriber for many years most of which \I have had excellent service. In April 2007 took advantage of free BB along with £5 a month unlimited usage payment coupled with a contract mobile. All worked fine until on 25th September by internet connection disappeared. After a number of phone calls to Customer Support in India I finally established that Orange were migrating me to LLU. Well this was news to me, no prior notification was received of the change and I more importantly I would not be able to access the internet via broadband until completed. This is where my nightmare continued with daily phone calls to CS where I would be informed of something different each time. To get some written evidence I backed things up with emails too however all the replies (bar one) have followed a predictable scripts. They always state how sorry they are that I have no service and assure me they are working to restore my connection. I have lost count on how many times I have been told to contact Technical Support only to be told by them to contact Customer Services. My problems has been escalated to the Special Provisioning team and the Concerns Department but nothing happens. Always back to square one with the @ light flashing fast. Often the tech people try to get me to go through the procedure of unplugging, resetting the box but I have now become wise to that, though I still do it myself on a daily basis just in case a miracle has occurred.
I have at last got Orange to admit on email there is a fault on the line following provisioning to LLU. However all they can say every time I ask for an update is that their engineers are working on it but they can give me no time scale for completion. I have also had a guarantee from a named guy in Tech Support who stupidly guaranteed my service would be resumed at 1800 hours Tuesday 16th October. Of course that did not happen. Surely companies should not be allowed to get away with this kind of service and must now be breaking their side of the contract.
The very latest email from CS is that this a complex issue but of course they are working hard to resolve it - yes right. I also asked about when I can cancel without being pemalised and they say I have to wait 30 days without service and get a supervisors permission to do this.
This is a brief summary of many hours spent wasting my time with people who do not know how to help. I really sympathise with anyone else who has to face this type of problem in he future. However they will not beat me.
I have informed Orange that I require a MAC code so I can change to a different provider probably BT as I believe I may need their help if my line has been screwed up.
As I have seen on here and other forums many others are facing similar problems right now and will do in the future, however I would love to know how you are getting on and dealing with this terrible company
I have informed Orange that I require a MAC code so I can change to a different provider probably BT as I believe I may need their help if my line has been screwed up.
You will likely have problems in that area. To provide a MAC there needs to be a fully provisioned line, from the sounds of this, especially with SPT getting involved, it's down to the LLU provisioning which means until that is complete no MAC can be generated.
Interesting post peterjohn692001. Orange upgraded my line on 28th August at which time we lost complete connectivity and I am still trying to get connected. Each time I call India I have to go through the full story, they want to check my modem settings, tell me the problem is my equipment, do a line test and say it is OK but now, they also admit there might be a problem. After over an hour on the phone each time, I then get told to call again in 5 days. I have almost run out of ideas as to how to get the matter resolved.
The other option is to ring them and cancel your contract, after 30 days of no service.
You are within your rights to do this, don't listen to Orange they will try and persuade you otherwise with their usual bull to desperatley keep taking your money.
If you cancel then they have to, by law, clear your line within 10 working days.
It means you're held waiting for a MAC code.
I cancelled my Orange last year after no connection for 2 weeks.
They kept promising a MAC code and giving me their usual 'fault on the line' blah blah excuses.
Don't let this robbing disgrace hold you - there's some fantastic ISP s out there who care about their customers.
Ive had the same problem as you guys and I've gone from being told 24 hours, 3 days, 5 days, 7 days and now 20 days.
I signed up for the home max as I currently had the mobile phone 35 a mnth contract and unlimited broadband for 5. £10 more for line rental looked sweet.
so I signed up, they changed me from the BT line to their LLU rubbish and my connection went.
I literally went crazy at customer care and after 5 attempts at thm telling me id be held at charge and needed to wait another 31 days I told them to take me to court and get off my line.
They then caved in and told me my broadband and home max would be cancelled so I called BT and told them under no circumstances let them take over my line.
Orange told me they would email me my MAC code within 3 to 5 days so Ill hopefully get it next week,.
My next fight will be seeing if I can get my call charges back for that pointless support centre.. Anyone had any history of this?
Anyway free broadband might look good but STAY AWAY.
Does anyone have any advice on who I should change too? Someone with decent service!
Just leave bud, get them off your line as soon as you can, they cant provide you service and they can easily waive the cancellation charge like the did with me. I just went crazily mad on the phone.
Im more than prepared to pay be r adsl24 £20 a month for a decent connection
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum
