10 days ago, I lost my Internet and Mail service. So I spent a fun evening with India tech Support who told me that my that there was nothing wrong with their connection and that my Draytec Wireless router had gone kaput.
I checked all the settings etc. on this and found nothing wrong. So got back to India and eventually found that after 18 months after my request, they were currently upgrading my account from 2Mb to 8Mb and my account could be dead for up to Three days!
After 5 days and still no connection I got onto the Uk Call Centre and was told 'we don't know what the problem is'.
So I asked 'can I speak to your 'supervisor' as I feel quite sorry for the poor sods at the Orange callcenter
'No' was the answer, 'as she doesn't know either'
Apparently I'm going to have to call back this weekend (10 days after losing my connection) in the vague hope of finding out what is going on.
Could anyone in this forum have an idea of what's happening? It would be quite enjoyable if I could talk to these morons and tell them what is happening at their own business!
10 days ago, I lost my Internet and Mail service. So I spent a fun evening with India tech Support who told me that my that there was nothing wrong with their connection and that my Draytec Wireless router had gone kaput.
I checked all the settings etc. on this and found nothing wrong. So got back to India and eventually found that after 18 months after my request, they were currently upgrading my account from 2Mb to 8Mb and my account could be dead for up to Three days!
After 5 days and still no connection I got onto the Uk Call Centre and was told 'we don't know what the problem is'.
So I asked 'can I speak to your 'supervisor' as I feel quite sorry for the poor sods at the Orange callcenter
'No' was the answer, 'as she doesn't know either'
Apparently I'm going to have to call back this weekend (10 days after losing my connection) in the vague hope of finding out what is going on.
Could anyone in this forum have an idea of what's happening? It would be quite enjoyable if I could talk to these morons and tell them what is happening at their own business!
you lost your connection 10 whole days ago?
i have a similar problem - my connection went down around 11pm last night and as of this morning its still down.
this seems to be happening more regularly with Orange - i was down for 5 hours last friday.
An order, of which I never requested, was placed on my line on 22/03/07 to upgrade to 8meg. Our internet's been down since 03/04/07 - that's nearly a month of LLU migration splendour.
Orange inform me that there is an "error" on the line (DSM error?) that is preventing the upgrade's completion and that it will be ready on [the-day-circa-two-days-after-my-call]day. I keep calling and get the same story.
GCU - let me know how you get on. I wander if yours is a similar problem, but for your sake I hope it's not.
Psmith - I've been contemplating stopping the direct debit but wander if this will actually get Orange to do anything? During LLU migration I believe they can't remove their services from the line (at least not for ~40 days?) nor can they give a MAC code. What a horrible mess!
An order, of which I never requested, was placed on my line on 22/03/07 to upgrade to 8meg. Our internet's been down since 03/04/07 - that's nearly a month of LLU migration splendour.
Orange inform me that there is an "error" on the line (DSM error?) that is preventing the upgrade's completion and that it will be ready on [the-day-circa-two-days-after-my-call]day. I keep calling and get the same story.
GCU - let me know how you get on. I wander if yours is a similar problem, but for your sake I hope it's not.mess!
My wife and I run a small business from this broadband account. We narrowly averted losing nearly £3000 due to several frantic phone calls on our part and a long trip to the office we were dealing with. We're giving this until the weekend (28th April) before contacting our soliciter. Can anyone provide any legal advice on where we stand? Thanks.
On 24th April i couldn't access my internet. I have a Livebox and must admit that over the past 8 months have been extremely pleased with the service. I weas told that I was being migrated to a better service and would be back on line next day. The next day came and no internet so I called again. This time I was told that there had been a system error witht he exchange and I would not be back online until 29th April. I think this is disgusting and furthermore after reading the posts on this website do not even believe that I will have a service then. I do some work from home, my husband has his own business and my son needs it for his homework. I received no email informing me of this migration and I don;t even want it. There was nothing wrong with the connection int he first place. I am worried sick about this now - any suggestions about what we can do to get our service back?
I too received the "ppp server down" message and have had no internet since the 24th April.
Several calls to Orange; eventually to be told that there was a problem at the exchange during the upgrade. This upgrade was (according to the one email sent to me) supposed to have happened on 9th April. Then this - with no warning at all!
I asked if I could use their dial up service, but was informed that it was run by a different department and I would have to pay!!!!! unbelievable!!
After two and a half hours on the phone to the UK (Dis-) Service Centre, all my wife could get out of them is that they will be having a meeting on Tuesday to discuss the problem.
I'm working over the weekend. I wonder if they are?
My Orange broadband went down on Wednesday 18th April ("PPP Server down"). After numerous phone calls to the technical support, customer services, escalations team and service provisioning team I have established that:
Orange is doing LLU (Local Loop Unbundling) which means they install their own kit in the phone exchanges rather than running their services over BT's kit.
This is supposedly going to boost my speed from 2meg to 8meg
The unbundling works as follows:Orange give BT notice that they no longer want to use their kit, BT gives them a date when it gets cut off, Orange need to get their kit installed and turn it on when the BT service stops.
Orange do not send their own engineers to the exchange, they hire a company called Magdalin (not sure if that's the right spelling) to do it for them
Normally the switch over is supposed to be almost seamless, but obviously in my case it wasn't and I am still without internet access (btw, I am in the Surbiton area, so if you live there and your connection is down too this is probably the reason).
Annoyingly Magdalin is only contactable Mon-Fri, 9 - 5 and Orange can only gurantee to call them if you're on the line to Orange (otherwise they need to prioritise other incoming calls, grrrrr!). So that means to get any kind of answer you need to call Orange during those hours (apparently 3pm is a good time to do this!). Last week I did this and was told it would be sorted by Friday evening.
It wasn't! I called again and made a stink and the Orange guy got special permission to chase Magdalin this morning and call me back. I haven't got a call yet so I'm going to ring 'em soon an give them hell!
If this drags on much longer I'm going to ask to cancel my contract. My 12 months aren't up, but as far as I'm concerned Orange breached the contract first (by not providing the service I pay for) so I don't see how they can expect to charge me to end the contract now!
I'll post my progress here. Good luck to everyone who's in the same boat!
Sorry, I forgot to mention in my previous post: After a bit of nagging Orange did give me free dial-up access and they will credit £20 to my account. IIRC it was the "escalations team" who did this. So, if you have the dreaded "PPP server down" make sure you get this too!
Hmmm. My internet is still down. It will be the four week anniversary tomorrow - I'm thinking of sending Orange a card. Love you Orange.
To anyone who's interested in my plight: Following up on my earlier post, I rang back again this afternoon and apparently the 'DSM error' is being reviewed tomorrow so I should call back then. Another delightfully welcome fob-off.
GCU, Stecee, and Pandora - Any of you guys seen even a glimpse of a resolution since your last posts? 'Call back Tuesday' doesn't count. Ha.
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