A couple of days ago, a friend of mine who is using a wireless router and modem in the same device, that he got from outside of Jordan, suddenly lost his internet connection, after a trillion trial to call Orange to see what happened, they checked the connection and told him that all is well and nothing is wrong with his connection.
I went to his place to check what’s going on, tried to connect using Orange’s modem and it was working. Then what would I do to get the right settings for the DSL connection of Orange to make the other modem works. Another trillion time trying to call Orange Customer Service Center and the answer machine keeps saying that all lines are busy. After like 15 minutes they answered the call and i started to talk to the customer serivce representative trying to get any information from him about the DSL connection settings. The only thing that he could say that they don’t help me to get any other modem up and running. As if we got the modem from one of their competitors in Jordan (you know, we have like 10 companies in Jordan that have the service).
The customer service guy told me that the only thing he can do is to help me to login to Orange’s modem so I can get more information from it. He gave me the IP address of the modem and guess what! it wasn’t the right one. Is that a policy (I doubt)? or the people who are supposed to support us themselves need the support?
It’s obvious that it’s not a policy especially when the support team of Orange visited my friend at home to check if there is something wrong again and they couldn’t get the modem works again! What I did is I moved to my home, logged in to my modem and got the right settings, and finally it’s connected again.