I wonder if anyone could offer any assistance with the following problem.
My friend recently asked me to give some help with her Orange Broadband service - this has been unavailable since last Thursday. I checked my friends Livebox on Sunday afternoon, and could clearly see that the "@" light was flashing - changing between flashing slowly/quickly - on the Livebox.
My friends system is linked to an extension phone socket in the house - so to test this, I ran a connection direct from the Livebox to the Main BT Socket - still the same problem, the flashing "@" was still there. My friend spoke to Orange to highlight the problem, they said they would look into this.
On Monday, the problem still had not been resolved - so my friend phoned Orange Support again - and was told that they had not started looking at the problem yet, but would do so immediately, and would call back my friend on Tuesday with an update. They also mentioned at this point that they suspected the problem was "outside" the property.
Today - Tuesday - we are no further forward. I have visited my friend again, and the flashing "@" is STILL on the Livebox. After a long discussion with Orange support, I was told that a new Livebox would be sent out, after which an Engineer would attend to the problem, if the new Livebox didn't resolve the issue.
I protested at this - ie that there was nothing wrong with the existing Livebox - and advised the person I spoke to that I would try an alternative router (An old BT Home Hub), to test the connection that way. So - I dug my old BT Hub from the loft, and connected this to my friends system - and surprise, surprise, we STILL couldn't establish a connection - the Broadband light started flashing on my BT Homehub, indicating that it was having problems connecting.
I called Orange Support again, and was told that although they appreciated me testing another router on this line, my friend would STILL HAVE TO WAIT for the replacement Livebox to arrive and that my friend would have to connect this up to test the connection, before an Engineer would touch this problem - considering that on Sunday the Orange Support analyst said that they thought the problem was "outside" the property, this plan of action doesn't make sense.
Has anyone experienced a similar problem when dealing with Orange support - I thought that BT Support were bad, but you guys at the Orange "Helpdesk" really know how to p*ss off your customers.
Any advice would be greatly appreciated - if anyone has been in a similar situation, I would love to hear about it.
Thanks for reading this.
Regards
Alex
Last edited by AlexBG on Tue Oct 26, 2010 9:52 pm; edited 1 time in total
Personally not experienced that but there are many threads on here reporting the same.
It's because they use a troubleshooting script/procedure and will not deviate from that even though the user (sometimes) knows better.
Do not tear your hair out, just go along with them and at the end you can say "I told you so" with some satisfaction.
Also even though they say they'll call back, don't wait in, because they won't.
Thanks for that Borednow - it sounds like I'm not the only one out there with this kind of problem!!! My friend has also suffered a badly degraded speed over the past few weeks as well - her Download Speed is sitting at around 0.3MB - and I am 100% confident that it used to be faster than this. My friend has flagged this up to Orange, but again - they DON'T want to know, and keep insisting that 0.3MB is the fastest speed my friends line can support, even though I know different! (I live just round the corner, and have a steady 1.9MB - not the best I know, but that's another story, for www.BTProblems.co.uk ....)
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