Been with Orange 5 years using a Speedtouch 330 modem.Changed to a cheaper package with them and received a Livebox last week.
Set up fine and worked for 2 days but since then im tempted to take a large hammer to it.
Talked to customer support for 2 hours going round and round in circles.Factory resets and line tests etc.Resulting in a further livebox posted out to us.
This arrived and worked for 2 minutes and then the red flashing lights start again .Back where we started.
The daft thing is our old Speedtouch modem still works(thats how im on here!)Sometimes if i plug the livebox in after using the Speedtouch the Livebox works for 2 minutes and then dead again.
Rang again this morning to cancel but was told to just use the old modem at the same price as its still a good deal but without the free calls.Disagreed and was told tough youre now in a 12 month contract
Any advice would be greatly appreciated
Cheers for reply,thats what we thought.
Thing is it seems a good package .£0 for six months then £9.99 for six months(like idiots been paying £17.99 pm for years!!)Works out £5 a month.
Didnt really want to change providers, could do without the changeover hassle.Little did i know we get this.
Spent another hour on phone to technical helpline and went through the usual scripted b*****ks from the technical experts.
Partner is a customer services manager and then she took over....
She demanded to speak to the highest possible person there (she will NOT be beaten.)
Got through to a VERY helpful guy called Russel in escalations dept EXT NO ***** who told us the Livebox will never work as the signals not strong enough for our area.
Said he could send us a Siemens router that would be up to the job.BUT we wouldnt get the free calls.Offered us a refund of £60 as well as same deal £0 for 6 months + £9.99 for 6 months .Chuffed to bits FREE broadband for 12 months.
Only wish we could have got through to this guy earlier.Could have saved over 3 hours worth of phonecalls and high blood pressure.
If Orange are reading this why does it get this far before checks are made on the line.Why employ technical staff who seem to have little technical knowledge and no desire to solve your problem only to send you round in circles and wind you up.Received 2 extra boxes by courier + 2 to go back which must be good for your carbon footprint.
Anyway Got a good deal for now but cant wait to leave this appaulling company in 12 months time
ps Russells extension number will be auctioned on Ebay this evening!!
Hi lewis
Been there done that I am doing excactly the same using the speed touch while I wait for my MAC code to come though from them. This is a problem with there firmware and live box and you can see through all the comments on this site. connecting through your speed touch is not what your contract states you are tobe connected to use viop access with free calls.
Yes your contract is null and void
Firstly the stuff about the siemens router, thats actually not the full picture. There may be slight difference between different makes of router but it's normally pretty small and usually the variations between different boxs of the same model are more noticable. Then even if it does happen to be the case you'd need to be right on the limit of getting 1/2 meg as anything higher they can just adjust the connection so it can connect.
It's not a stalling tactic either really, it's more that they want to do something to fix it even if it's not really likely to do much.
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