Well after being without broadband since last Tuesday because of this unwanted migration. I was told that it would be sorted by yesterday. Of course when yesterday came no broadband. I called them today and were told there is an error which they are aware of and working on and I have to call back Thursday. I am at my wits end about this and would really appreciate some advice as to what I can do or where I can turn to. The service was fine before this. I had no notification that they were planning to do this and I am worried about how ling I willbe offline.Please could someone give me some advice or tell me if any of you are in the same position.
I wish I personally could give you some advice, I'd love some myself! I'll post again tomorrow to update on my issue and share what their 'review' brings us. I'm guessing 'Phone back Thursday'.
I'd love to hear some good stories of LLU migration. Someone give us a glimmer of hope please? ANYONE?!
Cirrus,
Your situation almost mirrora mine identically.
1. Operating on dial up
2. want to cancel but still in contract and being threatened with remainder bill if I migrate etc etc
3. Been round the Orange houses and has driven me to insanity with zero results
I complained to ISPA and recieved a response today:
Quote:
As you have a converged service with Orange, i.e. a pay monthly mobile
contract and a free/discounted broadband package, your complaint will be
dealt with by Orange Mobile; they will contact you as soon as possible.
As Orange Mobile are not members of ISPA your complaint will not be
handled using ISPA guidelines; we have informed ISPA of this.
If your complaint reaches a deadlock situation or has not been resolved
after 3 months, you can refer the matter to CISAS. For more details
about their internal complaints procedure, please visit the following
link:
I also spoke to the consumer complaints authority and they gave me clause number which states that Oange "has provided substandard service" etc etc, and that I will be claiming damages etc for additonal expenses and incurred costs as a result.I sent a special delivery letter to Orange (non) customer services which they will have on their desk threatening legal action if they do not respond in 5days with exempting the final contract fee, and sending a migration code.
I requested MAC code on Fri - expected in "2-7" days. We will see. I'm prepared to go the whole hog if necessary.I have also cancelled all direct debits including mobile bill whilst they pull their finger out. I am within my rights to end a contract that is failing to provide the service.
I suggest that if everybody did the same - well the tables would have to turn wouldnt they?
Unfortunately in these circumstances there is no hope with Orange - the future is bleak, desolate and a murky grey. I have been without for two weeks and no certainty for the future LLU connection. Prior to that it was bloody s**t dropping out all the time anyway.
Orange are voted the worst ISP for good reason.
If I were you I'd get your word document printed out and down the post office special delivery with the backing of consumer complaints. If you have been without satisfactory service for more than 10 days, you are within your rights to challenge them in any way you choose to. Ie: if you wish to break your contract. They have broken theirs in more than one way.
To anyone who's in the same boat as I am and that may find this informative...
I rang Orange again today regarding my LLU migration issue (it's been 4 weeks now since my 'net initially went down). The person I spoke to put me through to the Special Provisions Team in Middlesbrough. As predicted, the lady (in a nutshell) told me to ring back on Thursday but gave me a bigger explanation of the problem than any other Orange staff has ever done in previous calls.
She informed me that the error status that my line is in (DSM error) is a massive problem nationwide. Approximately 3500 lines in the process of LLU migration are currently in this state. Around 20 or so steps/tests in migrating the line are undertaken by the engineer at the exchange but one of the latter ones fail, bringing about this 'DSM' error. The engineer then has to repeat these checks (I don't know what they actually do) from start to finish which can take 2-3 days - hence why we may get told to ring back a couple of days later. The sheer volume of DSM errors and the incapability of the SPT to deal with such a large quantity of problems is apparently why thousands of us may be experiencing prolonged downtime during migration.
I hope I'm not just repeating things that may have already been posted elsewhere and apologise for my amateur wording/knowledge of the migration process. Thought it may shed some light for people in a similar [clueless] boat however.
Last edited by mrteenwolf on Tue May 01, 2007 3:07 pm; edited 1 time in total
To anyone who's in the same boat as I am and that may find this informative...
I rang Orange again today regarding my LLU migration issue (it's been 4 weeks now since my 'net initially went down). The person I spoke to put me through to the Special Provisions Team in Middlesbrough. As predicted, the lady (in a nutshell) told me to ring back on Thursday but gave me a bigger explanation of the problem than any other Orange staff has ever done in previous calls.
She informed me that the error status that my line is in (DSM error) is a massive problem nationwide. Approximately 3500 lines in the process of LLU migration are currently in this state. Around 20 or so steps/tests in migrating the line are undertaken by the engineer but one of the latter ones fail, bringing about this 'DSM' error. The engineer then has to repeat these checks (I don't know what they actually do) from start to finish which can take 2-3 days - hence why we may get told to ring back a couple of days later. The sheer volume of DSM errors and the incapability of the SPT to deal with such a large quantity of problems is apparently why thousands of us may be experiencing prolonged downtime.
I hope I'm not just repeating things that may have already been posted elsewhere and apologise for my amateur wording/knowledge of the migration process. Thought it may shed some light for people in a similar [clueless] boat however.
no you arent repeating - first i have heard about it. thank you!
which begs the question - why dont they put up an announcement on their website about it?
i'd forward your story onto the likes of The Register (http://www.theregister.co.uk) , as it sounds like an enormous FUBAR... having El Reg publish it will certainly force them to get the finger out.
I have registered an official complaint with OFCOM who advised me to write and phone Orange telling them of this. OFCOM also told me that although a MAC code cannot physically be given whilst in the middle of migration they have to clear the line of we so wish them to and this has nothing to do with being in a contract. So if they tell you that they can't give youa MAC code tell t hem that you wish them to clear your line of their service as you are going elsewhere. I am going to wait till Thursday and then pull out of this crap if no satisfactory service. OFCOM also told me that usually this LLU migration should take place overnight so the customer is not even aware of it and lose no disruption to service
Thanks pinkpandora you just made my mid up for me.
1.Having requested a MAC code, I was told they couldnt give it because they have 'ceased' the line.
2. BT tags info informed the line has not been ceased
but - as pink pandora kindly points outno MAC code can be supplied during migration.Another Three days another Three lies, "we will order a code for you" "yes you can have it " no you cant have it". I have gone temporarily insane with this madness.
The only other options are
a) Wait until 3rd May until another 'meeting' when there maybe a line
or
B) pay remainder of contract and wait ten days until line is clear and can join another isp.
either way I have been well and truly screwed by Orange and they dont give a f****.
Thanks, Pandora, for keeping us informed of your situation. On reading your post I think I'll also draw the line tomorrow and go about for the line to be ceased.
I have also been without any broadband connection for the last 10 days, and the error i'm getting is PPP server down.
I last spoke to Orange on Sunday, when they agreed to escalate the problem to another department, and told me to call back on Wednesday.
This is the second time this month that I have lost all connectivity, the first time was over Easter and it lasted for 5 days.
Enough is enough, i'm thinking of cancelling too but like many other posts i'm in for 12 months and still have 6 more to go.
Orange have been hopeless and haven't offered any information on the problem other than to say "it's a line problem and BT are working on it". Yeah, right .....
cancel your direct debit mate and then cancel your BB the same day.
What they going to do, rather HOW are they going to retrieve the excess 6months contract fee from you?
Take you to court? Doubt that - if they did it would be your opportunity to prove their breach of contract.
They add it to your bill - not charge it to your debit card over the phone.
I'm waiting for my next bill, and I'll just send it back with a cd of my voice going
I have also been without any broadband connection for the last 10 days, and the error i'm getting is PPP server down.
I last spoke to Orange on Sunday, when they agreed to escalate the problem to another department, and told me to call back on Wednesday.
This is the second time this month that I have lost all connectivity, the first time was over Easter and it lasted for 5 days.
Enough is enough, i'm thinking of cancelling too but like many other posts i'm in for 12 months and still have 6 more to go.
Orange have been hopeless and haven't offered any information on the problem other than to say "it's a line problem and BT are working on it". Yeah, right .....
i have EXACTLY the same PPP problem. i've been down since late Saturday evening.
you would think that with folks all reporting the SAME problem, then you would have at least a standard answer from Orange (on the website or via email). i would be happy with that - but instead i have had f**** ALL information from them. they really do not give a damn about their customers.
what exchange are you on? I'm on the Basingstoke one.
Just spoke to Orange again and they claim there is an engineer working on the problem and they will have a status update tomorrow. Apparently it's a "DSM error". They better not be fibbing!
Ah! Just saw the last batch of posts (didn't notice the "page 2" link for this thread until now - its kinda hidden on that Orange backgraound :P).
@mrteenwolf: That's interesting info you got there! So basically, loads of customers are having this problem and it's all due to this DSM thing.
I have to wonder though - how did they manage to create the same problem in so many places at the same time? Do they not try things out first, and then when they know it works, roll it out?
@mister scruff: I totally agree, we should inform El Reg about this! Some media attention will hopefully help Orange get their arse in gear or at the very least be more careful (competent?) next time they try upgrading lines.
Should I email them or will you?
@stewart: The first few times I called I was told it was a BT problem too. This is what annoys me most - they're dishonest:
- They say it's a BT problem when it's not
- They say it's another company installing kit at the exchanges when (at least according to Elhana) it's just a department of theirs
- They promised me a callback on two occasions now and both times it didn't happen
- They told me it was going to be fixed last Friday but it wasn't
Why do they do this? Why does it take 10 calls to eak out the information bit by bit - it's like sucking blood from a stone!
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