Documenting my problems with Wanadoo/Orange Wireless & Talk. Two months and eight days since I lost broadband.

Wanadoo/Orange is continuing to string me along with no hope of a restoring my lost broadband. Today, I made my weekly call to check on the status of my account and was told that my line had been cleared and no problems were found meaning that to Wanadoo/Orange I had broadband connection, which I DO NOT. After trying unsuccessfully to reach the tech support staff, Kelly at the Ventura call center, extension 34418, I spoke to John who told me to ring customer support so they could patch me through to the Special Provisions Team (SPT). But he tells me to wait until later because the system is down. I decide not to wait and call back immediately. Surprise surprise, the system doesn’t seem to down for other people. What the @#!

I call Wanadoo/Orange customer service who says they can’t let me speak directly to the SPT team but he’ll do it for me. No conclusions. I ask customer service to let me cancel but they can’t unless they get authorization from technical support and they can’t transfer me. So I call tech support again, the sixth time I’ve dialed Wanadoo’s number that incurs phone charges.

Tech support guy Martin, ext 34617, takes down all the details of my recent troubles AGAIN so he can authorize me to cancel my account. We verify that I’ve factory reset the Livebox router at least three times and reinstalled the Livebox software at least three times. But one thing we haven’t done yet is to try a new Livebox router. So Martin has been asked to put in another line test (the 4th by my count but the 3rd by theirs). Results will be ready within an hour. If they can’t find a fault with my line, they’ll send me a new livebox. If they do find a fault, they’ll try to fix it. We’ll see.

All this means that I’m not at all close to being able to cancel my account. Now I’ll have to wait until Thursday to see if anyone from Wanadoo/Orange tries to contact me as a result of writing the ISPA. Why won’t they let me out of this circular dial-up hell?

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