I recently moved to a new flat so i contacted Orange to transfer my broadband connection. after one week it became active and i used it for a few hours. however, when i came back from work the next day, it suddenly wasnt working. this is when my problems with Orange began.
i called them up and reported the problem but they said they couldnt help as there was a provision on my account (whatever that means) and that i had to wait 5 working days before a line test could be done. After 5 days, they did the line test and promised to text me with the findings but they never did. after calling up again they said they didnt find anything wrong with the line and took me through the wjhole factory reset thing but still nothing. they then said they were escalating the problem and i should wait as i will be contacted. again i wasnt contacted and had to call them up again.
this time, teh guy on the phone assured me he would help but he did another line test which came back fine again and he said he would contact the engineers who in turn will contact me again (notice the pattern?). lo and behold no one contacted me and i had to call back. after going through the same routine, i was contacted the next day saying i should call tech support or they would shut down the fault.
i went home and checked and i still couldnt connect so i called up again. they told me the problem was with BT but when i called BT they said the line was fine. so i callthem back again and this time they suggested i try another router and we do a livebox recovery. the recovery didnt go too well as the livebox didnt respond at all so we didnt even finish the recovery process cos we got stuck. so they ordered a new box for me which i am yet to recieve. in the mean time, i bought a linksys modem router and tried it and that didnt work. i called linksys suppport and they said as long as my line is active the dsl on the modem should light up but it hasnt.
i call Orange again and guess what, anothr line test and they tell me that i should wait for another few days to be contacted by the engineers (i havent heard anything). i am sure that even if the new box arrives i will still be having the same problems. if i switch providers, will i still get the same problems or will their engineers be able to fix it? i havent been connected for a good few weeks now and i feel that Orange dont know what wrong and they cant help at all.
Joined: 09 Jan 2008Posts: 27Location: Bedfordshire
Sounds awfully similar to my experience.
I'd been with then since Freeserve days without problems then my connection dropped out. Over a period of 3 weeks, I contacted Orange by phone and mail on a daily basis and each time was promised a line test, call back etc etc. In the end I gave up, requested a MAC code, transferred to a new ISP who sent out an engineer to fix the problem (something I asked Orange to do on Day 1 of my problem with them).
My advice, if you're out of contract, request a MAC and move. Your new ISP will have a vested interest in resolving your problems as you will be a new customer.
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