Problem:
Since 24th last month my talk service has stopped working. There is no dial tone and no incoming calls come through even though the callers end sounds like it is ringing. The talk light is on the livebox.
What I have done...
On 24th called Orange to advise of the problem. The agent, having insisting on going through all of my computer setting (even though talk is not related to the PC), told me that the problem was 100% with my talk adapter (the adapter that meets the telephone to the livebox). As I have a few of these (I undertake networking and PC installations) I had tried a few already and to no avail. Regardless of this the agent told me they could not do anything else until he had first sent me another talk adapter. After this, if it did not work, they would send me a new livebox.
Although frustrated I followed their 'demands' and waited the adpater which arrived in just 2 days. As expected it did not solve the problem and call starts all over again. After another long explaination, another livebox reset and more going round in circles I was told someone would call me back. They never did.
Another daya and another call to Orange. After going through ALL oof the above and after getting offered another talk adapter they said they would escalate the matter and this would take 5 days to turn around. After this time my phone would work for definate (apparently). I asked them if I would get a call and they said yes. I then asked when I would get the call (during the day or evening) as I work and after being put on hold I was told that I would not get a call and it would just 'be fixed'. He took loads of details from me and said that basically my problems would be gone in 5 days.
Guess what.. another 5 days and another call. This time I am told it was not escalated as the agent never took the model of the handset I am using..... they never though to call or email me for the details (idiots).
They took all the details again but this time I spoke to a manager. He promised that it would take 24/48 hours as he had just spoken to the relevant team who would be doing the fixing.
2 days later and still not working. I call again to be told I am basically lying because 24/48 hour turnarounds are not possible and I would not have been told that. 5 days is the time and nothing else. This was on the 11th of this month.
I call today to be told that I would have to wait for a call back. I declined and asked to speak to someone to cancel.
I asked for a MAC code and was told that I would be charged for the code in excess of £60. When I pointed out it was because they where not providing the service I was rudely told that "You are not paying for the talk service only your broadband and the fact that your talk service is not working does not constitute non provision...., in other words tough!!"
What now?
I am at a loss as to what to do next. I told the agent I would write and complain and cancel only to be told that they do not accept written cancellations... they must be done on the phone. But when you do it on the phone the agent will apply a cancellation fee.
I am in too minds as to what to do. As I see it I hvae a couple of options.
1: I ask for the MAC code anyway and move provider. I then do not pay the fee they ask and alolow them to commence court action to recover the fee and dispute the claim on the basis that they are not providing the services as ordered.
2: I write and complain... but get more hogwash that will likely take 28 days+
3: I make as many complaints as possible to outside agencies. I have a few options of my own from a legal point of view. Firstly I would expect that Oranges decision not to allow written notice of cancellation as an 'unfair term' and could perhaps warrant it being loooking into by the Office of Fair Trading. Secondly the Orange website selss 'Wireless and Talk' as a 'package' and not providing part of it and not offering any warranty could mean that the product is being missold via the website. If for instance I ordered a broadband package that had 'free VOIP' as a bonus then I could understand it. However I ordered 'Wireless and Talk' and the talk is a fundamental part of the package and plays a major part in the sales particulars. Just loooking at the website again now... it does not impy in anyway it is a 'free extra'..... it maintains it is a package.
Does anyone have any suggestions.....this is really doing my head in...
Joined: 24 May 2007Posts: 3Location: Guildford, UK.
Sorry to hear about your problems I wouldn't know what to suggest..I am also having problems with my TALK Voip calls. It started about 1 week ago. The phone light is on on the Livebox but I cannot make or receive calls. I tried EVERYTHING on the Orange website including factory resets, swapping out different handsets and so on.
I called Orange technical support this evening and they reckon it's because I am using a DECT cordless phone and that you should really use an analogue phone. I found this a little hard to swallow since the DECT phone had been working fine for the first 6 months.
We are really frustrated because the phone line is the only decent thing about the Broadband unlimited. So I then called Customer Services to complain and got nowhere. I asked what my position is re: cancelling my contract, because quite frankly the broadband is s*te - maximum 0.4 Mbit/s (about 55kB/second), and they basically said because I hadn't complained about it before I would have to pay £139 cancellation fee. Absolutely ridiculous. I said I was unhappy paying for a service they're not providing and demanded compensation yet they replied that "the phone package is free, you're paying for the broadband"...the fact that I've been an Orange mobile customer for 8 years didn't help either, they just don't care.
So I guess we;re going to pick up an analogue phone and see what happens. I don't know how Orange can get away with it.
im having identical problems, phone led is lit up solidly, the livebox config states voip connection is enabled yet my once working internet phone has gone dead. internet still works though......wopee. wondering if have you been setting up a mobile's bluetooth connection recently. i've read suggestions to change the internet phone number, thats probably what i'll do next. if i find out how to get it sorted ill let you know. if you never hear from me again its because i've happily taken an axe to my livebox. good luck.
_________________ i'd rather deal with my bank, than these Orange pirates
I had the same problem on-going for over a month. In the end I reported it to ISPA and got a MAC code from Orange without a cancellation fee. Hopefully by next Monday i shall be connected to a new ISP.
I asked for a MAC code and was told that I would be charged for the code in excess of £60.
They can not charge for a MAC code. Here is what the relevant part of the OFCOM MAC process says
A1.10 The Communications Provider shall issue a MAC to the End-User free of charge.
All ISPs are required to comply with this. Orange are no exception. Remind them of their legal requirement and that if they do not provide one free of charge within 5 working days that you will report them to OFCOM.
Quote:
When I pointed out it was because they where not providing the service I was rudely told that "You are not paying for the talk service only your broadband and the fact that your talk service is not working does not constitute non provision
Heres the relevant part of the Terms & Conditions which clearly show that talk is part of the paid for service and therefore they are in breach of contract.
4.2 Broadband Unlimited comprises Three main elements. The first is the right to download files over the Internet in excess of the Usage Allowance applicable to Broadband Starter, the second is the provision of a higher connection speed (subject to any applicable technical restrictions) and the third is the Talk Service which enables you to make and receive phone calls over the Internet.
If I were you I would go back to Orange and ask for a MAC code reminding them nicely of their legal obligations. Do not get into any discussions about cancellation fees at this point. Make it clear that the issue of a cancellation fee is separate issuing a MAC code and will be dealt with as such at a later date. Do not cancell your contarct until you have receieved your MAC and successfully migrated to another ISP.
When you have sucessfully moved to another ISP cancel any direct debit to Orange. Phone them and say you have no intention of paying any cancellation fee as they are/were clearly in breach of contract by not providing all Three elements of the service as outlined in Clause 4.2 of the T&C's. Remain calm and collective at all times (difficult with Orange). If they try to play hardball then tell them you'll see them in court. My bet is they will not wan't the hassle as they know what the outcome would be.
Joined: 24 May 2007Posts: 3Location: Guildford, UK.
Yes I have installed bluetooth recently - hopefully that's the cause....will let you know. You've been more help than Orange! Cheers
fizzfizzboom wrote:
im having identical problems, phone led is lit up solidly, the livebox config states voip connection is enabled yet my once working internet phone has gone dead. internet still works though......wopee. wondering if have you been setting up a mobile's bluetooth connection recently. i've read suggestions to change the internet phone number, thats probably what i'll do next. if i find out how to get it sorted ill let you know. if you never hear from me again its because i've happily taken an axe to my livebox. good luck.
Joined: 12 Jun 2006Posts: 907Location: Weston-super-Mare, UK
The Livebox does not like thunder and lightning which is is the main reason the talk stops working even thought the light remains red.
Checks before replacement:
> -had a replacement phone adaptor
> -factory reset Livebox at least 3 times
> -tried with at least 2 or 3 different handsets
> -had the talk service account closed and reopened - they may well have stopped doing this because it causes them problems at their end.
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