Facts about Orange: |
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| Basic price | €28.50 per month |
| LiveBox rental | €3.00 per month |
| Junk mail filter | €2.00 per month |
| TV decoder | €49.00 |
| TV access | €5.00 per month |
| Free phone calls | €10.00 per month |
| Other ISPs provide the whole package for | Less than €30.00 per month |
Up until 2010 Orange used to charge by the minute for help line calls. People were being charged for being held in a queue for 30+ minutes before speaking to an operator. Since a change in the law, outlawing this practice, Orange answer the phone promptly, but the service is still very poor. Orange do not provide a free router with their contract, customers have a choice of renting a LiveBox for €3.00 per month or purchasing a router themselves (since May 2011 you can no longer purchase a LiveBox), Orange help line will not give any assistance unless the customer is using a LiveBox. So if the problem is with the line (Orange fault) you can recieve no help. I had a customer using a DLink router with no problems for several years. I arrived with my own LiveBox, which I had used before, so it was configured with another customer's ID and password. I established a connection immediately, but when I changed the ID, I received an error message saying that there was an ADSL connection, but there was a problem with the ID and password. I phoned the help line. As my French is not fluent (my problem not Orange's), I asked the operator if she spoke English, she replied yes, but she is not allowed to. I tried to explain that I had already diagnosed the problem. But I had to follow Orange's procedures. After 30 minutes of try this try that my call with the operater timed out. I had to call again. Eventually speaking to another operater, they accepted that the problem was with the ID and password. They escalated the problem to another department. One week later I received a call on my mobile to say that the problem had been resolved and that I should return to my client to test it. Still a problem, another call to Orange. I asked if they could provide a new ID and password, the answer was no, they said they would continue to work on the problem. I did not get paid by my customer, and as far as I know the problem has not been resolved. Until 2 years ago, it was possible to purchase a LiveBox from many shops, such as Carefour and Geant Casino, but not from Orange. Darty remained the only shop that still sold them, but since May 2011 Darty have stopped selling them. Today I queued in an Orange shop, to ask if I could purchase one, the answer was that I can rent one, they will send it by mail, to my clients address, but as I did not have my client's contract and ID with me I would have to return. Also as my client has a rental property, there would be no-one there to receive the package. I am sorry for all my Orange clients, and I hope you understand why I now refuse to intervene with Orange. I also recommend they change their service provider to Free. Not only do they give a far better service, they are cheaper. To the company Orange, I bare no malice, I mearly suggest you improve your service. |
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Orange
Computer Call Out 06 will no longer support clients of Orange with their Internet Connectivity problems.
There are many reasons for failure to connect to the Internet.
- User errors: the WiFi has been switched off on a laptop, or an ethernet cable has been unplugged.
- Hardware fault: problems with network adapters.
- Software fault: problem caused by Internet Explorer or other web browser.
- ADSL fault: problem with the phone line or with the Internet Serice Provider.
- Administration fault: problem caused by unpaid bills.
Problem diagnosis.
- Computer Call Out 06: use their own laptops to diagnose problems. This eliminates User errors, Hardware faults and Software problems.
- If there still exists a problem, then it is either the router or an ADSL fault or a billing error. As Orange refuse to give assistance unless the customer is using an Orange Livebox.
- You can no longer purchase an Orange Livebox, so I have no diagnostic tool to test the line.
Orange clients, be aware that if Computer Call Out 06 diagnoses a problem with Orange, they will incur a minimum charge of €70.00 and will still need to contact Orange themselves to have the problem resolved.
Call 3900 for Orange help line.