Have I been "Tangoed"? - Orange broadband problems

[TonyW]

Not sure if I should be starting a new thread or adding to my previous post Here

After several unsatisfactory calls to Orange customer service about constant line dropping I agreed to change to the Livebox broadband package from my old Speedtouch system.

At the beginning of April I had confirmation from Orange that my new connection activated. Tried to connect Livebox on 12the April - from that date to now have been unable to access the internet or email. Made at least one call a day to the script jockeys at Orange who all suggested
going through the same reset procedure always the same result no connection made and result displayed as "ppp server down". Even trying my old Speedtouch modem no connection possible log showed many attempts at verifying username and password with an error code 0721. This code indicates "ppp server down" or server not responding. At various times it was suggested that Orange would do a line test - on some call backs I was informed that line ok - on others a problem with the line and would be ok in 24 - 48 hours.

Reluctantly I have been forced to get a temporary dial up connection (exhorbitant charges here 50p a minute - max 60 minutes to set up the service!!)

In final desperation this week on Monday I gave them 48 hours to sort out the problem. This evening tried to connect again with the same problem "ppp server down". I have now been advised that they have found a problem with the line attributable to BT.

I was fully intending to look at another provider (Zen has been suggested), however if Orange are to be believed and it is a BT issue then a change of provider will be of no help. I understand that while I have a contract with BT for my phone line they will not necessarily speak to me about Broadband issues as these are leased by my ISP provider.

Has anyone here had similar issues and found a solution?
Any thoughts on the chances of me speaking directly to BT about their broadband line supply to Orange.

Any advice greatly appreciated

Cheers

Tony (aka Desperate Dial Up)

 

[andys wood shed]

Sorry to hear about your on going problems Tony

I too have been having problems with Orange
thought I was on my own until I read your original post

Have gone through the simular hoop with BT however they have confirmed there is nothing wrong with my line

I have therefore requested my MAC code and as soon as it arrives I'm off
(five working days are up tomorrow)

I've spoken to a uk provider (with a uk help team) who have confirmed they can provide me with a dependable broadband connection. I already use them for webb hosting.

If the future is bright orange i'm off to SpecSavers for some new sunglasses :lol:

you may be interested in this site
http://www.orangeproblems.co.uk/phpBB2/

hope you get it sorted

Regards

Andy

 

[Mark Hancock]

Tony

I've had similar problems with Orange in the past. In my case they connected the broadband to the wrong phone line ( we have 2 lines one for business and one for the home, they connected to the home line which we don't use for internet connection).

The other issue was a problem because a broadband connection had been set up by a previous occupant of the house and had not been disconnected. This apparently had to be disconnected by BT before Orange could place their order with BT.

Another frustration was to find that Orange have 3 call centres and you never get through to the last one you spoke to and so have to go through the whole situation again. On top of that the call centres were unable to transfer calls between themselves or contact each other - and that from a company "specialising" in communication technology :roll:

I would suggest you contact BT direct and find out what broadband connections have been made to your phone line. The problem may lie there

Good luck

 

[TonyW]

Andy, Mark thanks for your replies. I am still using dial up (forgotten how sloooow!). Orange thought they had resolved the problem today - but as you can guess still getting server down message. Anyway finally someone who seemed to know what they were talking about from customer services said that "Ingenious?" had admitted that there was an issue at the exchange which they thought they had cleared - obviously they had not! So looks like I will have to wait another 24 - 48 hours.

I have managed to talk to a couple of people at BT Wholesale who lease the line to Orange. Both informed me that they were unable to discuss issues due to me not being the customer. However both were able to talk in "general terms" which gave me ammunition to fire at Orange. I am now hopeful (or possibly extremely naive) that things will improve.

An interesting thing just happened while writing this - my dial up connection just cut off!! Now is this a one off or could it indicate a different problem relating to either BT or Orange :roll:

Cheers
Tony

 

[andys wood shed]

Tony,

Sorry to hear you are still getting problems.
I got my MAC code on thursday and have signed over to another ISP provider, just waiting for the change over.

I will let you know if this cures my problems.

Andy

 

[andycktm]

Tony,
You can check your exchange here

http://usertools.plus.net/exchanges/

may help.

 

[andys wood shed]

Update

My internet connection was changed over yesterday and so far have not lost the connection once :lol:

It appears it was an orange problem so I am so glad I've changed provider

Goodbye orange you will not be missed

Andy

 

[TonyW]

Just a quick update. Orange still making up stories and not delivering. The whole story is too long to go into here. The latest is I will have to wait a few more days until exactly 1 month without service or incurr the "Wrath of Orange" with a £210 cancellation fee ](*,)

Andy's thanks for your input. I will now wait a few more days then get my MAC - and hat and coat and leave.

For anyone considering Orange it may be worth looking here first
http://www.orangeproblems.co.uk/phpBB2/


Cheers
Tony

 

[greggy]

hi tony, i had the same prob with orange, in total it cost me 6 calls a day for 3 weeks. so i ditch em last year and moved to bt internet with home hub and all the bag of mashings. result...... best thing i did. ten months no probs at all :lol:

 

[andys wood shed]

Tony,
Sorry to hear you are still having problems you have my upmost sympathy. My only regret is that I didn't move sooner.
Unfortunately I even had problems getting the MAC code and on the fifth day spent a lot of time on the phone crawling up the hierarchy within orange so don't be put off.
If its any interest to you this is where I migrated to http://www.simply.com/
not the cheapest but I have been using them for some time for webb hosting so they come with a recommendation.
Hope you get it sorted soon Tony as you are probably missing out on all the fun on the forum :wink:

Regards

Andy

 

[andycktm]

Tony It's not very often i say something as a fact on here unless i'm 100%
sure of it.But i tell you of this moment you will not get a better sevice/value than aol
I migrated 15 months ago from plusnet after they started messing with cap's etc.
The migration was seamless morning on plusnet, afternoon on aol!
The service is impeccable.
About a month ago i had troubles losing connection, after a bit of grief with the online
help(no cost) turns out my modem was no good old bt voyager 100,so they sent me a new netgear router.
Uninstalled the old modem drivers put the router on and shoved in the disc,click,click,click
everything set up.It's been flawless ever since.Aol or explorer ,take your pick!.
No cap's, no hidden trap's,just 2mb (silver) £14-99!!!!!! a month. :lol: :lol:
Admitted to some folk aol is like the devil to the church but you make your own mind up.
Now i'm not telling you to get aol(if you leave orange) that's up to you,but you would be wise to check the facts.
Good luck!
ps i believe that they have to now give you your mac code within 5 days, law.

 

[andys wood shed]

ps i believe that they have to now give you your mac code within 5 days, law.

Not law just a voluntary code of practice providers sign up to :roll:

http://en.wikipedia.org/wiki/Migration_ ... ation_Code

Regards

Andy

 

[andycktm]

Year fair play Andy ,thats why i said i believe, as opposed to ITs law as i wasn't sure i just heared it on tv briefly

 

[andys wood shed]

Year fair play Andy ,thats why i said i believe, as opposed to ITs law as i wasn't sure i just heared it on tv briefly

No problem I had it explained to me by some snotty git at orange who was trying to be clever., or was that me trying to be clever
anyway he finally got the message I was not very happy

Andy

 

[TonyW]

Thanks for all your help and support guys. Thought you may like an update:

Connected to get emails this morning using the dreaded Dial Up connection. This afternoon connection would not work!! I really thought they had cut me off completely. :evil:

In desperation - and without any real hope - reconnected Livebox. I was staggered to find that the lights were on and software reported connection !!! :shock:

Interesting - 3 days left to a month without service and me being able to leave without any contract penalties.

So looks like I will be obliged to honour my part of the contract - at least for the next 12 months - unless I experience other problems :roll:

Cheers
Tony

 

[CarlC]

Not sure if I should be starting a new thread or adding to my previous post Here

After several unsatisfactory calls to Orange customer service about constant line dropping I agreed to change to the Livebox broadband package from my old Speedtouch system.

At the beginning of April I had confirmation from Orange that my new connection activated. Tried to connect Livebox on 12the April - from that date to now have been unable to access the internet or email. Made at least one call a day to the script jockeys at Orange who all suggested
going through the same reset procedure always the same result no connection made and result displayed as "ppp server down". Even trying my old Speedtouch modem no connection possible log showed many attempts at verifying username and password with an error code 0721. This code indicates "ppp server down" or server not responding. At various times it was suggested that Orange would do a line test - on some call backs I was informed that line ok - on others a problem with the line and would be ok in 24 - 48 hours.

Reluctantly I have been forced to get a temporary dial up connection (exhorbitant charges here 50p a minute - max 60 minutes to set up the service!!)

In final desperation this week on Monday I gave them 48 hours to sort out the problem. This evening tried to connect again with the same problem "ppp server down". I have now been advised that they have found a problem with the line attributable to BT.

I was fully intending to look at another provider (Zen has been suggested), however if Orange are to be believed and it is a BT issue then a change of provider will be of no help. I understand that while I have a contract with BT for my phone line they will not necessarily speak to me about Broadband issues as these are leased by my ISP provider.

Has anyone here had similar issues and found a solution?
Any thoughts on the chances of me speaking directly to BT about their broadband line supply to Orange.

Any advice greatly appreciated

Cheers

Tony (aka Desperate Dial Up)

Heya
I had the exact same propeblem and it made me well stressed.Cause u had to keep phoning up and you`d been on the phone for bout 1hr and they would just tell you what u already knew.
And I just ask them can they just send me a normal modem and they did.
And they gave me some packeging stuff to send the livebox back to them with.
So my advice to you is just to ask them to send you another modem.For Broadband.