how I orange hanging for left

After I moved, I took out a fiber subscription to Orange. Here is the story of 4 months of adventures.

The internet has become one of the essential necessities of our daily lives, like water or electricity. And for the most connected among us, the return to ADSL is no longer possible either. It’s part of this reason that fiber network connectivity is one of the key behaviors I set for myself in 2021 when I was looking for a new apartment. However, I don’t think it will take me on an adventure with Orange after-sales service.

Subscribe to fiber

After checking that my apartment was eligible for fiber, I therefore planned my transfer for January 18, 2022 and called Orange on January 11 to transfer my subscription to my new accommodation and take the opportunity to apply for a possible commercial move after 7 years of landline loyalty and almost like Sosh’s mobile. A time where I have nothing to be ashamed of either the ISP or the operator, both in the quality of service and in the service after the sale.

First surprise, I found an unkind and arrogant person who quickly explained to me with contempt that as a former customer it was clear that I could not take advantage of the promotional offers offered. posted on the internet and planned for new customers. Either way, I didn’t expect much, and after the discussion I got a rebate of 10 euros per month for a year, it was already a first step.

orange shop 2

To check my eligibility, I will provide not only my address, but the identifier of the fiber optic socket that is already in my fault (the optical termination point, or PTO). Suffice it to say it’s hard to be more precise. An important point for the rest of the adventures.

If I gave the date of my move, I would almost burn out for doing it a week in advance. ” It takes at least two weeks “. At this point, it wasn’t a big problem for me, I told myself I could be without the internet for a week (if I knew more…) week. My fault, earlier I would, so I accepted my fate.

The climax of the discussion finally came when the operator offered me a further price reduction if I did not remove the TV decoder from the offer. It seemed very tempting for someone like me to already unplug his decoder, but knowing Orange’s offers at heart this time around, I told him I was waiting ”at least»A downlink speed in the order of Gigabit and that a package with 400 or 500 Mb/s, even at this price, does not interest me. A discussion started with Kafkaesque where he explained to me with anger that Orange does not offer a Gigabit offer, but it is 500 Mb / s or 2 Gb / s… even if the speed is limited to 1 Gb / s per device .

In short, I gritted my teeth and finally finished my registration for a Livebox Up Fiber offer.

The meeting waltz

A few days after I moved, I received my new Livebox and noticed that the building number in my address was incorrect. Surprised, I contacted Orange to tell them the mistake, remembering my exact address, as well as the socket number in my living room. I immediately explained that this was never a mistake and the address shown was at the mutualisation point (PM), because yes, in my residence, the connection closet of the 6 buildings is in the same place, in a building not where I live. But after all, after giving my connection socket number twice, what could be wrong?

So I waited on D-Day for the technician to come and connect me to the fiber ”between 8 am and 11 am“. At 11 o’clock, I was surprised to have no news. At 1 pm, I gave up the idea of ​​seeing him come. I checked all day on my Orange et Moi app to see if there was any sign explaining this disappearance, but the meeting time has not changed.On the next day I can see the changed slot with no further indication for next week.

sms-orange-cancellation-appointment-fiber
SMS follow each other and are identical // Source: Fandroid

There may be a human or calendar problem, but this time I find it very frustrating on the part of the first operator in France with a well-known after-sales service that lacks communication. It didn’t matter, so I had to wait a week to see my appointment once again canceled at the last minute and then postponed after two weeks. A dance that will be my new routine in 4 months, gives me the impression of living the myth of Sisyphus.

“This is the sin of Free”

Apparently, when the second appointment was canceled, I contacted after-sales service, who then explained the problem to me: “it’s because of Free“. Even if I subscribe to an Orange offer, Iliad’s ISP is actually my construction operator, takes care of pulling the fiber into my house and is therefore required for Free to provide information on the Orange optical path. to practice the connection.This will be the excuse to be given to me throughout my journey.

At this point, I have to accept that the specialist advisor assigned to me as the privileged contact for any question related to my actions is ideally calm in the face of my anger – always be polite, remember if it it happens to you that the people with whom you are talking are usually indifferent to it – and are always complete with their answers to my very common technical questions.

This time, I took the opportunity to ask a friend, an Orange connection technician, if he could do something for me. I would have suspected that he would have explained to me that he could not find my PTO number in his files.

“You don’t qualify…”

On May 11, 4 months to the day after my subscription, after canceling another appointment at the last minute, I personally called the Orange consultant, disappointed, asking me for my PTO number for the third time. Through the handset I could hear him tapping on his keyboard before I was told… I don’t qualify for Orange fiber, but they could offer me an ADSL offer.

Freebox Delta with Player Pop
Freebox Delta with Player Pop

In fact, at my residence, only two buildings are open to competition for connection, including the one where the concentration center is located, which shows my address in the original, a problem I reported in January. However, my building is still subject to the exclusivity of the building operator.

That’s how, just ten days ago, I found myself with a usable Freebox in my living room and an Orange detour that was discovered as early as January 11, when I showed my PTO number, which I didn’t. not worthy of their offer.

Afterword in the store

After all these twists and turns, I thought the story was over, until I returned my 4G key that was borrowed for the occasion that was stored and that especially helped me (which will be the topic of another article). Once again, the experience did not live up to my expectations, because the person who came to greet me at the store entrance could not help me, because the line had already been canceled. So I waited 40 minutes, I saw the people who came after me took care of me first, so that, finally, the person who originally greeted me came back to me and…donglein question in just a few minutes.

Overall, Orange can get me off in 4 months and 40 minutes…


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