My broadband and VOIP phone service went down a week ago. Orange claim it is a fault with the BT line (though BT voice works OK). on Monday it was "made a priority" and on Thursday it was "escalated". All that customer services can suggest is that I wait.
How long shall I sit around before I take out a summons in the county court for breach of contract? Any suggestions as to whose name to put on it?
when Orange say they are going to do a" line test" what do you think they are actually going to do?
use test equipment to measure readings from your line?
line check is just a check with your phone provider that you actually have a line and have not been disconnected or reported a fault already
intrusive line test means the number gets rung
we have a daily line fail rate of 1in600 in our own industry and a good ninty percent will reinstate within 1 hour with no further action
the remainder are almost always as a result of other parties working on the exchange etc or line damage
bb customers have to report their faults to the isp
isp have to report the fault to openreach.Check with Orange again and ask for the openreach unique reference number - should be a load of random letters if they give you a long run of numbers that is just your Orange ref.
if they dont give you either make a complaint through this site to the trade ass.
well I have to agree and disagree with the last post. Yes, sometimes Orange agents say they'll do a line test - some actually do it and some actually dont. A line test IS an intrusive line test and can potentially temporarily disconnect your line (for a brief moment). The outcome of this line test can either come back as: no BT fault found, inconclusive (which can then lead to a fault being logged) or deffinate BT fault found. This is done via a BT system called Woosh. Even BT Broadband fault agents use this sytem to test lines. After this the fault can then be submitted to BT (openreach) for their investigation. This can all be done via one of two systems - orange's own fault management system or the official BT systems. This is where the problem lies..........
still maintain that a line test is a paperwork exercise and an intrusive test is little more than a phone call .
the result of Orange line tests has nothing to do with the broadband connection on your line purely is the line provided and has broadband been activated I was on a tpon service (fibre) when Orange would always pass the line test as okay.
in other words although it would be impossible to have a working broadband connection the line tested ok for over two months
once line has been provided by btws no one can perform remote testing even openreach have to come to site to test for open / high resistance lines etc
oranges fault managment system is just that.It manages the calls about the fault but does nothing to instigate a repair until operator logs you on to the ecco faults system.
you only know you are getting the fault looked at when you get the openreach unique fault ref no
could it be Orange are only allocatted a fixed amount of openreach engineer hours per period and that is why they will stall before passing faults on
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