Hey sorry about posting again so soon, but someone from Orange just called me! (are they reading this forum?)
Unfortunately they didn't have much info other than the fact that there will be a review meeting between them and BT tomorrow where they should establish what's wrong. (I thought they knew already??)
He suggested I call on *Friday* for the update since this meeting is schedule for 5 o'clock tomorrow (I'm assuming he meant PM).
@MisterScruff, i'm on the Wokingham exchange so not that far from you. I'm going to try calling Orange again this evening (my 3 days of waiting for an update are up) and i'll let you know how I get on. Don't hold out much hope though. How I long for the good old days of dial-up ....
I had exactly the same problem, all of a sudden on the Thursday before the Easter break my broadband dropped and the LiveBox stated "PPP Server Down".
It took a whole 2.5 weeks before the problem was eventually sorted. I called tech support and customer service on a daily basis each time I got a different story. I lost count of the number of times I was told to reset the Livebox. Their treatment of their customers is absolutely disgusting and their tech support is a pile of s**t. They just read from a bloody script, if a reset doesn't work they are stumped.
I was told on several occasions that supervisors didn't take customer complaints, this is b*****ks. Demand to speak to the escalations team or the mystical special provisioning team. Then threaten them will a bill to recoup your call costs and any other out of pocket expenses. Take the time to write a formal complaint letter and send a copy to Ofcom.
The only reason I haven't ditched Orange are because I take advantage of the international calls.
Once my connection returned it was stable for about 1 week it has since developed a willingness to disconnect every 15 mins, re-sync and obtain a new IP address. Its a real pain in the arse but I can't face another bout of lies and excuses.
Thanks Stevesa, i will definitely follow your advice regarding the letter to Ofcom and threat to recoup costs to see if it gets me anywhere. It's been 11 days and counting of the PPP Server Down, with no sign of any progress.
When i phoned yeserday Orange promised that someone would call me back today for "further diagnostsics", and said if that didn't work they would send an engineer round to my house ! When i mentioned that previous support staff had told me that it was a BT line problem, i was told that no way would a line problem exist for this amount of time.
It seems that the story changes every time i call, depending upon who you speak to. I'm going to try calling again during UK hours, maybe i can get through to someone who actually gives a damm and knows his (or her) arse from their elbow.
Phoned again today and was told it would be fixed by Tuesday. I asked to be put through to cancellations and asked them to clear the line. I have had enough of them. I have contacted fast.co.uk who have an English call centre and sound like a small company. The only thing is you have to buy your own modem but they did say to call in a week's time and they will test the line and if the line is not clear they will call BT and ask when it would be clear. Maybe a smaller company will give a better service. Can;t wait till the day comes when I am released from those jokers at Orange
When i phoned yeserday Orange promised that someone would call me back today for "further diagnostsics", and said if that didn't work they would send an engineer round to my house ! When i mentioned that previous support staff had told me that it was a BT line problem, i was told that no way would a line problem exist for this amount of time.
Yup. I got told that 'If the replacement modem doesn't fix the problem we will send an engineer round'.
no modem, no engineer and guess what? no mention in my account record that either have been requested.
Phoned again today and was told it would be fixed by Tuesday. I asked to be put through to cancellations and asked them to clear the line. I have had enough of them. I have contacted fast.co.uk who have an English call centre and sound like a small company. The only thing is you have to buy your own modem but they did say to call in a week's time and they will test the line and if the line is not clear they will call BT and ask when it would be clear. Maybe a smaller company will give a better service. Can;t wait till the day comes when I am released from those jokers at Orange
So finally some good news at last ... broadband is back, but no thanks to Orange tech support.
I searched for "PPP server down" on Google (during work time of course - what else) and found some helpful posts which led me to a solution.
To cut a long story short, I disconnected the Livebox and connected an old Sweetex wireless router that i had been using previously. I got an ADSL connection straight away and connected using a laptop. This seems to have 'cleared' the login which was preventing access to the PPP server, so when I connected the Livebox again ... hey presto, the @ light was solid for the first time in 12 days.
Now why on earth couldn't Orange technical support have suggested this....
Good luck and hopefully this will help some of you.
stewart, could you please post the link where you found that tip?
Did you just use your usual Orange log-in details with the old router? The reason I ask is that I tried using an old Netgear router of mine but that didn't manage to connect either. Mind you, that was about a week ago.
Normally you just need your username and password though some routers need some extra settings entered. They can be found in the Orange settings link at the top of the page.
I didn't do anything special, used my normal login and password and it just worked with my old wireless router.
When I called Orange to tell them, they said oh yeah, this sometimes works for users with the old style email adresses (mine is a relic from the freeserve days). Apparently the problem is due to the RAS server blocking, and affects a subset of users who have been LLU'd. So why don't they publish this information then ? Whatever, it worked for me so i'm spreading the word.
I didn't do anything special, used my normal login and password and it just worked with my old wireless router.
When I called Orange to tell them, they said oh yeah, this sometimes works for users with the old style email adresses (mine is a relic from the freeserve days). Apparently the problem is due to the RAS server blocking, and affects a subset of users who have been LLU'd. So why don't they publish this information then ? Whatever, it worked for me so i'm spreading the word.
Cheers
did you change your username to an "orangehome" one?
it mentions "yourname.orangehome.co.uk@fs" and using PPPoA
No i didn't change my username, i used my fsnet.co.uk username, apparently the problem affects this type of username but i don't understand how or why.
Thanks for the link stewart. Can't wait to get home a try it (am at work right now).
Just had another go at calling Orange but there is no new update. All they can say is there is still a "DSM error" and they don't know how soon they will fix it. Apparently I will get a callback on Tuesday with more info.
This is getting ****ing rediculous and starting to drive me up the wall! Since I'm at work I don't have the time to make a long call to them and have a proper go and when I get home the SPT ppl won't be available anymore.
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