internet & fixe mes services Orange Voir tous les sujets internet & fixe

[#1]

Bonjour Franck,

Thank you, very much appreciated. Sorry for public message, only realised after I posted it ... then had trouble sending a private message. Deleted thatr public message already, and hope the line can be fully repaired within those 72 hours. Look forward to hearing further.

Cordialement

Laurence

[#2]

🇫🇷 Bonjour Riley,

Je vous en prie 😊

Je reviendrai vers vous d'ici 72h pour faire le point sur votre situation.

D'ici là, je reste disponible si vous avez la moindre question.

Bonne journée !

🇬🇧 Hello Riley,

You're welcome 😊

I will get back to you within 72 hours to review your situation.

Until then, I remain available if you have any questions.

Have a nice day!

Franck

[#3]

🇫🇷 Bonjour Riley,
Je reviens vers vous comme promis par Franck.
Rencontrez-vous toujours des difficultés ? La situation s'est-elle améliorée ?
Dans l'attente de votre retour, je vous souhaite une excellente fin de journée.

🇬🇧 Hello Riley,
I'm getting back to you as promised by Franck.
Are you still experiencing difficulties? Has the situation improved?
While awaiting your response, I wish you an excellent end to your day.

Jérôme

[#4]

🇫🇷 Bonjour @riley, nous n'avons pas obtenu votre retour suite à notre dernier message.

Si vous avez toujours besoin d'assistance, n'hésitez pas à revenir vers nous. Nous serions ravis de vous apporter notre aide.

Bonne journée

🇬🇧 Hello @riley, we haven't received your response following our last message.

If you still need assistance, please don't hesitate to get back to us. We would be delighted to help you.

Have a nice day

Jérôme

[#5]

Bonjour Jerome,

 Thank you for your help, much appreciated. Unfortunately not all good yet!

 The internet connection and internet phone are much better, now have internet all day ... good!

  Not so good:

  The internet connection is too slow: download speed is only in the region 10 - 15 mb/s, and upload is much worse. generally around 0,6! Bringing my computer to the livebox does not improve these figures.

  The land line (fixe) is so poor there is no dialling tone ringing out, and receiving calls, I cannot hear what is being said because of crackles/noise on the line.

 So I hope these issues can be resolved soon, meanwhile many thanks for quickly getting my internet working.

 Cordialement

 Laurence

[#6]

🇫🇷 Bonsoir @riley,

Suite aux tests effectués, une intervention jusqu'à votre domicile est nécessaire.
Lors de celle-ci, le technicien vérifie l'origine exacte du défaut et s'il apparaît que ce dernier est localisé à l'extérieur de votre domicile, le déplacement du technicien ne vous sera pas facturé.
Si le défaut provient de votre installation privée, le déplacement peut être facturé 69€ (cette partie n'appartenant pas à Orange).
Vous pouvez retrouver les différents cas de facturation dans ce lien.
📅 Afin de convenir d'un rendez-vous, j'aurais besoin de vos disponibilités s'il vous plaît. Sachant qu'ils sont proposés sur des demi-journées (entre 8h et 13h ou entre 13h et 18h).
📲 Pensez également à nous confier un numéro de mobile de contact que nous pourrons transmettre au technicien.
🚪 Précisez-nous également toute modalité d'accès qui pourrait lui être utile afin d'accéder à votre logement (code d'entrée/interphone, voie spécifique, etc.).
🔑 Si vous êtes concerné, le technicien peut également avoir besoin d'accéder au local technique de votre immeuble.

Assurez-vous d'obtenir les clés de celui-ci ou de nous préciser les horaires du gardien. C'est important.

J'attends votre retour.

Sophie

🇬🇧 Good evening @riley,

Following the tests carried out, a visit to your home is necessary.
During this visit, the technician will verify the exact origin of the fault and if it appears that it is located outside your home, you will not be charged for the technician's visit.
If the fault comes from your private installation, the visit may be charged at €69 (as this part does not belong to Orange).
You can find the different billing scenarios in this link.
📅 In order to arrange an appointment, I would need your availability please. Knowing that appointments are offered in half-days (between 8am and 1pm or between 1pm and 6pm).
📲 Please also provide us with a mobile contact number that we can pass on to the technician.
🚪 Please also specify any access details that might be useful for accessing your home (entry code/intercom, specific route, etc.).
🔑 If applicable, the technician may also need to access the technical room in your building.
Please make sure you obtain the keys to this room or let us know the caretaker's hours. This is important.

I await your response.

Sophie

[#7]

Bonjour,

 An appointment 13.00 - 18.00 would be best for us, any day is OK, hopefully very soon! We need to know in advance so that we can have the gates open ready for the technician.

Mobile number is in private message just sent (to Jerome S).

Cordialement

Laurence

[#8]

🇫🇷 Bonsoir @riley,

Il me semble que les choses avancent bien.
Notre technicien indique avoir résolu vos difficultés, suite à son intervention, c'est bien le cas ?
En parallèle je constate une installation fibre en fin de semaine prochaine (vendredi 5 décembre).
Ça m'a l'air parfait tout cela !
On se refait le point ensemble en fin de semaine prochaine ?

Cécile

🇬🇧 Good evening @riley,

It seems to me that things are progressing well.
Our technician indicates that he has resolved your difficulties following his intervention, is that correct?
At the same time, I notice a fibre installation scheduled for the end of next week (Friday, 5th December).
All of this looks perfect to me!
Shall we touch base together at the end of next week?

Cécile

[#9]

Hi, the right number is +33969363900

[#10]

Bonjour Cecile,

 Not overly impressed, unfortunately. Technician rang stating he'd come at 13.00; we opened the gates, and waited .... and waited. Nothing. Eventually, we receive an email stating the technician had met us and that we had signed a document stating all fixed satisfactorily! Unsurprisingly, the document attached is not signed by either of us.

As to the repair, yes, the landline is working, but the internet connection is worse, cutting out more frequently ... so that is still a problem. As you say, we have fibre to be installed 5th December, so if that proceeds, that should resolve the internet problem. We trust the fibre installation team will be bringing machinery to dig a channel for the fibre optic to be laid underground.

Cordialement

Laurence