Orange Livebox. Ending contract early?

dexterlevi

I signed up to home phone and broadband in December 2007 on a 18 month contract with Orange.I want to pull out due poor service, can I do this? but first here is the history of my problem.

Included with my package is up to 8 mb broadband although they said best would be up to 6 mb. Unfortuanatly I get betwen 2 and 3 if I am realy lucky.

With the Orange live box comes a second phone line which provides me with some good phone tariffs i.e free 01 and 02 numbers 24/7, free calls to Orange mobiles and free international calls to 30 countries.

I also get free weekend and evening calls to 01 and 02 numbers on my main phone line.

The 6 mb of broadband and the second phone line is what realy sold the product to me.

This is where the problems lie.

Never get the 6 mb and currently got no second line.First reported the second phone line fault on the 20th April and to date still not resolved. They sent me a new phone adopter which made no change. They then told me that they would escalate the fault to the next level(whatever that is?) and that it would take up to 5 working days. I left it a little longer than the 5 days and got back in touch with them to be told we will have to escalate to the next level and yes it would take up to 5 working days.I phoned again earlier this week to be told due to bank holiday, that it had only been 4 working days. Told to expect an engineers call by the following evening. Being the synical type did,nt hold my breath. Good job as the call never came. Gave them an extra day and phoned again. Given some speil that my live box was OK and that it was a fault on the second line.I am not realy that clued up on telecommunications but the second line runs from a live box which has my main line plugged into the box.Also not sure how they test live box remotely?Anyway response I got was that they do not put a time bound resolution on a second line fault and do not treat it with any priority.When I expalined that my second line was my primary line, they were not interested, following the party line that it is not a priority.I then asked to speak to a manager as I chose to push this a bit further. I was advised that I could discuss this as a formal compalint with customer services but that would delay the repair. I asked him to expalin further. He said if I took it further through customer services they would start the process again from the first stage.I asked him to confirm that he was telling me that if I complain, the repair would take longer.He did,nt even flinch when he said yes.I was then told that they would re-escalate the case and it would take at least 5 working days.Told him I was getting realy good at my 5 times table but he failed to appreciate my sense of humour.He stated that if the current fault was not resolved it would be re-escalated again and so on.i.e I need to phone every five days and they will re-escalate.GREAT SERVICE

I have e mailed orange at the following link 'executive.office@orange.co.uk' but they have not responded back. I sent a further copy today and I will send a copy daily until they can bother to respond. I have asked them if I can have the benefits of my second line transfered to my main line whilst the second line is down.I don,t see this as unreasonable but again I won,t hold my breath.Anyway after the long history of my problems here is my query. Can I pull out of my contract as they are not providing me with the package I signed up to. They have also failed to resolve the problem in what I think is a reasonable time and they can not give be a resolution date.

espresso

Is your Livebox plugged into your master BT socket or an extension?

dexterlevi

Hi

Live box is plugged directly into filter via cable supplied by Orange.Problem is only recent.Phone used to work well up to 5 or 6 weks ago.When fault first developed, when the second line was phoned the main line would also ring. Both were cordless phones so I replaced the second phone wiith corded phone so as to not have any clashes with phone frequencies.

For a period I was able to switch power off to live box, reboot and I would have second line. It only lasts for a few minutes. Tried it today and had dial tone. When I tried to phone out, the line cut off.

Broadband works fine, absolutly no probs with that.Live box has a number of lights including one to say phone in use. This should come on when phone is in use but it is permanantly on. Also when people try and phone me it goes straight to voicemail.

espresso

Can't see an answer to my question! Try using the master test socket and check your speed again.

dexterlevi

Live box is plugged into ADSL filter and then straight into BT wall socket.

dexterlevi

Just tested broadband speed and got jus over 3.5 mb

dexterlevi

After trawling through this website found a link to Orange Executive I got a call back within 4 days after e mailing Orange. Anyway to sum it up, they tell me that it is a fault with my line which has been forwarded to BT. Furthermore Orange have credited me the cost of all calls made since I first reported the fault.They have also agreed to continue to credit me for calls made on my main phone line which would have ben free on my second line.Overal they could,nt do enough for me.

Not sure how long it will be before the second line fault is resolved but as they have agreed to pick up any out of pocket costs I could,nt ask for more.

Thanks for the responses.

dexterlevi

Problem turned out to be faulty Live Box in the end. Person I spoke to on phone said this was occasionaly a problem after thunder storms.I have read this on other threads but not sure if this was my prob. Anyway Orange quick to send me new box and all up and running again.