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[#1]

04 ********

Over the last 3-4 weeks we have been battling with France telecom/Orange to get them to fix our Internet Service. Our "normal" internet speed, when available, is less than 2 Mb/s download which makes TV etc. download quite useless.

Four weeks ago the English speaking Orange helpline tweaked the software such that for a few days we had about 4 Mb/s, but then it deteriorated again. Since then we have had a series of Orange and SET engineer appointments, 5 in all, with absolutely no improvement. In fact some of the engineers did not even bother to turn up at our address or contact us! All in all we have spent the best part of a week, confined to the house, waiting for the engineers with nothing to show for it.

The latest appointment was for 11.00 this morning for changing the underground cable from the house to the street telegraph pole, The engineer turned up at 12.30 not knowing what the problem was, and with no paperwork/reports regarding the previous visits, When I told him what was required all he could say was that changing the cable was a two man job so he could not do anything! Another day wasted and a new appointment made for another day to be wasted,

This cannot possibly be the way to run a large competitive business, but I guess when you have a monopoly, the customer does not come high up on the priority list!

Kind regards,

Svein *****

[EDIT : Merci @SveinD de ne pas communiquer vos coordonnées personnelles en public]

[#2]

Bonjour SveinD

Merci de nous contacter en français ou vous faire aider...

cordialement

sabotier

[#3]

Hi Svein

First of all, internet is not the result of any magical trick.

We need to know more about your conection.

BTW : This site is a client mutual help site and not any subsidiary of Orange's support team.

What kind of contract ?

How are you connected ? over Adsl, Vdsl ? Probably not a fiber connection.

What kind of modem/router are you using your private modem/router  or a Livebox ? which model ?

Please, Can you copy /paste in your next answer  the DSL information values you'll get from the Livebox admin page http://Livebox

Default admin pswd is made of the 8 first non white chars fron the default wifi key printed on the boxes label.

You'll find it in : support > information systel > DSL

We need your line carcteristics.

You find that on degrouptest.com go to "test d'éligibilité"  please give us the results.

Please your last statement is no longer actual. What you state there is at least 30 years old.

France is a modern country belonging to the EU and using UE rules.

What you stated there is simply BS you heard in the lavs !

Respectfully yours

PhilDur

[#4]

Hi PhilDur,

I sent you an answer a couple of days ago, but I must have done something wrong because it is no longer visible. I'll try to recreate what I remember.

Your last point first - I know that Orange no longer is a state owned monopoly - what I should have said is that they still behave as if they still are!

Thank you for the degrouptest.com link. Don't know if you can open the page http://www.degrouptest.com/test, but here are the salient facts:

Plus de détailsAjouter aux favorisLien vers ce test

Informations
techniques

central téléphonique : COLLE SUR LOUP
longueur de ligne :3512 mètres
affaiblissement théorique :  42.4246dB
état de la ligne :  ACTIVE
débit maximum estimé ADSL :  6.67 Mbps
débit maximum estimé VDSL : incompatible

The max available speed was given as 4.0 Mb/s for Orange and 5.2 and 6.7 respectively for SFR and Bouygues.

Orange has now been to change the cable between the house and the street, but the readings are exactly the same, and I have not seen any change in the actual speed as measured by Ookla, i.e. 2.0 Mb/s download.

I have not got a copy of the Livebox 2 DSL reading before the cable change, but the current readings are:

• Etat de la ligne DSL
• 2.1
  statut du lien DSL
  actif
• 2.2
  mode de synchronisation DSL
  Auto
• 2.3
  dernière synchronisation DSL
  14 septembre 2016, 14 h 10 m
• 2.4
  durée de la synchronisation DSL
  00 j 05 h 24 m 56 s
• Débit et marge au bruit
• 2.5
  débit de synchronisation DSL montante
  509 Kb/s
• 2.6
  débit de synchronisation DSL descendante
  2424 Kb/s
• 2.7
  marge de bruit liaison descendante
  12.0 dB
• Indicateur de qualité de la ligne (erreurs)
• 2.8
  secondes erronées du sens descendant (depuis la dernière synchronisation)
  0
• 2.9
  secondes gravement erronées du sens descendant (depuis la dernière synchronisation)
  0

Hope you can make sense of this information PhilDur.

Kind regards,

SveinD

[#5]

Thank you for your response

Your connection throughput mesued by ookla and your box synchronisation's speed are compatible.may not know but there are approx 10% transmitted bits that do not belong to the usefull dataflow (as added transmitted technical data : transparency bits , line administration frames, frame délimitation and error detection bits)

Your line  theoretical performances will only be approached, they are actually matched only for short lines.  (les than 1/2 or 1 km depending on age and technology)

Your phone line is quite long, what they should have look at, is the whole line from PBX to your home and not only the poor meters from road to building ! If they changed it : OK. But it's probably not enough.

In between, could you find any phone# for english support ?

Forgive my frenglish !

PhilDur

[#6]

Thank you PhilDur,

Don't worry about your frenglish! Your English is far, far better than my French.

The engineers who changed the cable said that the potential speed into my house was about 6 Mb/s, but I think that was the theoretical speed rather than an actual reading. When I showed them the Ookla 2.0 Mb/s reading they claimed this was a "normal" loss between the available speed and the realistic end speed - not sure I believe that, but at least the line seems to be more reliable after the cable change.

We'll be away for a few weeks soon, but when we're back I'll contact the English speaking help line again to see if they can tweak the speed a couple of Mb/s.

Thank you for your help.

Kind regards,

SveinD

[#7]

I have just spoken to one of your Orange Service Personel on 0969363900 at 10h59, the dedicated English speaking line. I was trying to explain a situation that occured with one of my accounts , 30 go Playpackage in which you texted to inform me I owed 57€70.

Withdrawal of 56.70 € presented to your bank on 06/07/2018.

However, I paid as stated on my bill,

€ 26.04 paid by credit card on the 27/06/2018.

This amount will be deducted from your next bill if your deduction is honored."

However, as stated on my Bank Consultation,

Prelevmnt

Orange

Votre Abonnement Mobile: 07xxxxx527

(facture: 3744607591)

Fr18zzz002305

M0040271214

€30.66.

I wanted to make sure that this was correct and why I had received notice of the Total amount to be withdrawn from my account.

I was abused, screamed at and called names in English and French then hung up on. This has happened to me on another occassion where the Customer Service is not understood by your personel. Something that , had She listened would have been explained and the situation sorted. Being as I did not catch Her name but have the exact time I would requet She be spoken to and that they learn to pass on a situation they cannot handle to another person in charge which I had asked Her to do as she was irrate. You have ruined my day and I am angry and expect an immeddiate response.

Je viens de parler à l'un de vos Orange Service Personel au 0969363900 à 10h59, la ligne dédiée à l'anglais. J'essayais d'expliquer une situation qui s'est produite avec un de mes comptes, 30 allez Playpackage dans lequel vous avez envoyé un texto pour m'informer que je devais 57 € 70.

 Retrait de 56,70 € présenté à votre banque le 06/07/2018.

Cependant, j'ai payé comme indiqué sur ma facture,

26,04 € payé par carte de crédit le 27/06/2018.

Ce montant sera déduit de votre prochaine facture si votre déduction est honorée. "

Cependant, comme indiqué dans ma consultation de la Banque,

Prelevmnt

Orange

Votre Abonnement Mobile: 07xxxxx527

(facture: 3744607591)

Fr18zzz002305

M0040271214

30,66 €.

Je voulais m'assurer que c'était correct et pourquoi j'avais reçu un avis du montant total à retirer de mon compte.

J'ai été abusé, j'ai crié et j'ai appelé les noms en anglais et en français puis j'ai raccroché. Cela m'est arrivé à une autre occasion où le service client n'est pas compris par votre personnel. Quelque chose que, si elle avait écouté aurait été expliqué et la situation triée. Étant comme je n'ai pas attrapé son nom mais ai l'heure exacte que je demanderais Elle soit parlée et qu'ils apprennent à passer une situation qu'ils ne peuvent pas manipuler à une autre personne responsable que je lui avais demandé de faire car elle était irrate. Tu as ruiné ma journée et je suis en colère et j'attends une réponse immédiate. Cela doit cesser!

[#8]

Hi you

This site is just another user forum, it's in no way an access to Oranges's help desk.

Screaming and calling names is the best way not to be seviced.

Don't forget  people responding to you are trying to help you.

Such a behavoir will allways have the same result, they are allowed to hang up the line.

Please call back again, that's the best you can do, but prepare yourself to keep calm and factual.

Screaming is no help.

Please notice that this site is managed by volunteers not by Orange's staff, a little bit of "politesse"  would be greatly appreciated.

Something like "Bonjour" is a minimum as a begining.

Have a nice day

PhilDur

[#9]

You are not alone.  We have been trying to get our brand new wifi and Livebox to connect to give us Orange television. We had problems installing as at first for the three days as we could not get any signal on the wifi.  Also our phone line was terrible.  Crackly and noisy.  They sent us an engineer on Monday who found that our lines in the box were floating in water (second time in the last month) and the line was all oxidised.  All he did was lift it out of the water and then he disappeared!!!!  The line was better, but the wifi signal still not working with the TV.

Last month they cut our line.  It took two weeks to get them out.  They saw then they were floating in water after two hours of searching for the actual line but again did nothing. They left them in the water. 

These engineers are not Orange, but people they sub-contract to.  They don't care about what is happening to customers.  

We had two conversations with a girl in some part of the world but not France, and she knew as much as I did ie almost nothing and could not help us.  She had no technical knowledge apart from what she is reading from a booklet and could not get an engineer to help us for several days.

When I tried to get help by internet they have stopped the chat so you can only phone.  But then if you are waiting on an engineer to call you back no one will take your call.

We have an Orange shop in Gassin, the only one for miles, and it has people queuing  out the door complaining about bills, service, equipment etc.  It took us one hour of queuing and two hours to get advice and buy the internet equipment from a very patient salesman.

I say time to start wearing Orange jackets and complain that Orange is on its knees.  The State should buy it back and sack these private shareholders.

No technical help by phone available in the whole of France for two whole days, cowboy freelance engineers who only lift the wire line out of the water and client service people who have absolutely no technical knowledge.  Always ready to take your money, but zero customer service. 

[#10]

Hello @Exasperated 

Do you still have problems with your wifi?

Cordially.

Fredo