Problems with Orange Broadband (Wanadoo)

[spk_ben]

I have a livebox with Wanadoo (now owned by Orange), so that I can connect to the internet with one wired connection and two wireless ones.

 

My broadband connection (all three connections) went down one evening a couple of weeks ago, I didn't think much of it at the time, and left it 'til the morning to try again, which was unsucessful.

 

I phoned the technical support and they ran a few tests on the line to see whyat was going on, asked me to reset the livebox and check the status of the connection on the livebox settings on my PC, and said to phone up 24 hours later for an update on the results. I've been having the same conversation almost every day since then, they do the same checks, ask me to do exactly the same thing, always to the same error report: PPP Server Down. They know what the status is anyway because everything they do is logged on their database under my account, and they bring it up when I call.

 

I tried again this morning, after 24 hours as they suggested I did, and they told me the same thing, and this time to phone back on Monday to check the progress of the engineers' report. I asked to speak to the supervisor, and she told me the same thing, of course, and I explained that it had been a waste of time phoning every day to hear what I've heard over and over, no progress seems to have been made and that we were paying for a service we were not receiving and even paying extortionate telephone rates (including waiting ages listening to music with awful qualuity of sound while I waited for a 'technical advisor' to become available. I asked how long it was going to go on and she said that problems of this nature tend to take around 6 weeks.

 

They actually expect me to phone up every day to check how close they are to fixing a problem they estimate will take 6 weeks.

 

I'm an A-level ICT student, my brother is doing his GCSEs, my Mum is a teacher and we all require access to the internet at home. It's an appaulling service and I would not advise anyone to go with them. We pay £18 a month for the broadband alone (if you spent 5 minutes googling for ISP rates, you would realise this is not at all competitive).

 

I expect Orange to reimburse us for however long we have been without our connection.

 

Is anyone else with Orange (specifically with a livebox), and have you had any problems of this nature?

[esme]

a 6 week estimate for a fix is bl**dy huge

 

you could have a new phone line and a new adsl fitted in less time

 

tell them it's not acceptable and you will cancel the contract if they don't get their act together

[spk_ben]

Have done exactly that, they just said they're doing what they can. Bulls**t.