Only 33 days after my connection was cut off, my line has ALREADY been upgraded to LLU and I'm now back online. Thank you Orange!
Ok, I'm a sarcastic swine, but I AM now back online. It's been so long I never believed for a second I'd EVER have an internet connection again from Orange. Tried connecting today despite having no hope of success to find the migration must have finally gone through after 5 weeks of downtime. Alas, my current speeds:
Upsetting.
I'll see how it goes over the next few days but in all honesty now that the migration has completed, I would be foolish not to think seriously about obtaining the now applicable MAC code and moving to a [hopefully] more competent ISP. I'm sick of being an optimist in hoping that Orange's service and broadband speeds will improve. Maybe I'm more naive than optimistic. I dunno...
This bad customer experience on a whole has been incredibly draining. For anyone who can, get that MAC code and run as fast you can to another ISP!
Sorry for the endless ramblings. At least this post may give other customers who have this 'DSM' error some hope that it may actually be resolved before the 2012 Olympics.
5 weeks! 5 weeks since those b**tards f*cked my internet up!! I've called up many times with the technical support and customer service but they keep referring to; press 1 button- sign in(which does f*cking nothing!) and that they are conducting line tests.
They left a message on our lan line and explained that they have came across the problem on the line and that it should be fix....well it aint. So i call them up again and they say they will conduct another line test and that they will call me on the 6th may at 10am and have they?...no!
I thought i was the only person who had this problem so i'm canceling the direct debit and going with Virgin because this is getting ridiculous!
Orange called me yesterday because the DSM error had apparently been fixed and they wanted me to see if my connection now worked. ...it didn't! (Still got PPP server down)
They seemed a bit puzzled and said they'd do another (different?) line check and get back to me today. No call so far. Grrr...
My problems started on the 18th April. I'm not really a technical person (why should I be interested? I just wan't to be connected, not know the ins and outs of telecommunications), but it sure would have helped me with my arguments to Orange. All I knew at the time was that my connection was down and I wanted to get back up. So I called Orange...oh dear...
Oh dear...
To cut a long story short, I had an initial line check done by a somewhat articulate chap - he told me there was a problem and I should call back in a couple of days. Now, calling back in 'a couple of days' is what I seemed to be doing right up until I got re-connected on the 5th May. The real problem though was Orange's miserable excuse for customer service. Not only did they constantly fail to explain why the problem was, but I had to constantly prompt them to satisfy me with further suggestions as to what I could do to get reconnected. They seemed to think I would just put down the phone every time they told me there was a problem that they couldn't explain. They just seemed to blame it on their third party company (Magdalane), asking me to call back so they could 'file a report'. Unfortunately, this could only be done before 5pm (and they even told me I could call back any time). So this went on and on, me calling before 5pm, then them saying they were 'filing a report, and call back in a couple of days', so I'd call back and they'd say exactly the same thing...incredible!
I'm not someone who loses their temper easily, but I eventually lost it. I really shouted at some poor girl, until I had to put the phone down in sheer temper. I then phoned back (after I collected myself) and accused Orange of not having any problem with migration. I suggested that they had selected a random group of customers, cut off their connections, and got us to call back every two days (in circles) just so they could make money from the 0870 calls. After this complaint, I spoke to someone who actually bothered to explain everything properly - and don't expect anything until 9th May. I even got four free months out of them.
Anyway, I found I was reconnected on the 5th May, albeit with a connection speed of about 70kbps. What a joke. Almost Three weeks down for the sake of a slightly higher connection speed, and I end up with something like dial-up. So now they tell me that the problem is not resolved - call back on 9th if there's still a problem.
When will it end? I may have four free months out of them, but I'm getting very close to quitting Orange. I understand that technical problems happen, but this, coupled with a completely incompetant customer service and communications is just the pits.
tinyclaw -> i asked for my MAC code last thursday (after 5 days of outage) i wouldnt even bother with the 4 free months. get the wheels in motion for migrating...
my outage issue is the same as many other folks - PPP server login failure. error 721 on a speedtouch.
these "line checks" are a bit of a joke, as my LinkSys router has line information data:
DSL connection stats:
DSL Status: UP
DSL Modulation Mode: GDMT
i.e. my line is UP. the problem is with the Orange end i.e. the exchange. either my adsl line is physically disconnected or they have f**ked up my wanadoo account on their Radius servers. however, getting Orange to admit either is like squeezing blood from a stone.
i gave up after 5 days of non-technical "technical" support b*****ks and just ordered my MAC code.
@mister scruff: EXACTLY! I'm no guru on ADSL (though I do know a thing or two about computers in general since I work as a software engineer) and I could see on my livebox that it was getting the line info all along. I guessed that I was physically connected but for some reason thie livebox couldn't talk to the PPP server (hence the "PPP server down" error) but all along Orange insist on doing line checks.
The guy who called me on Sunday was apparently a techie and when I told him I still could not connect even though they had apparently cleared up the DSM error he finally acknowledged what I had assumed all along: "The livebox is connected and trying to call home, but nobody's answering" were is words IIRC. If they'd just listened to me at the beginning they might have made some moe progress by now.
@mister scruff: EXACTLY! I'm no guru on ADSL (though I do know a thing or two about computers in general since I work as a software engineer) and I could see on my livebox that it was getting the line info all along. I guessed that I was physically connected but for some reason thie livebox couldn't talk to the PPP server (hence the "PPP server down" error) but all along Orange insist on doing line checks.
The guy who called me on Sunday was apparently a techie and when I told him I still could not connect even though they had apparently cleared up the DSM error he finally acknowledged what I had assumed all along: "The livebox is connected and trying to call home, but nobody's answering" were is words IIRC. If they'd just listened to me at the beginning they might have made some moe progress by now.
sounds like one of two possible things - either your account hasnt been created on a new Radius server, or your ADSL line is physically NOT plugged into the DSLAM in the exchange , after either an LLU unbundling or equipment change/upgrade.
this happened to a mate of mine's client - the client of his was disconnected for 3 weeks, and eventually it turned out that the client's line was physically not connected up at the exchange after a subcontracted LLU unbundling.
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.
It's not funny though...
Coming up to my one month anniversary without broadband as well. It seems like the call-centre bods have all been given the same script - 'Call back next Tuesday'. When you do call back 'next Tuesday, you're told that 'they are having another meeting' and call back next Tuesday.'
I think my pet cat could do a better job of running their business! If any Orange Business leaders have the balls to read from this forum, my message is this: Sack every single one of your current managers and pay more than the current 50P a week for some decent ones.
Their ineptitude is bleeding your broadband business to death and making a laughing stock of the Orange brand.
seems as if somebody at Orange is recognising that there REALLY is a major problem.
i've just noticed a refund in my online statement - no service for the period april 24th to may 7th (yesterday) - so i have a refund in my monthly account. no email communication on this - or letter of explanation (or even an apology)...
bit too late though. i ordered my MAC code last thursday, as i am extremely cheesed off with
their complete lack of communication.
(which is kind of ironic considering that they are a , errrr, communication company...)
ordered my MAC code the other week come today ,straight away sighned up for BT internet. Connection begins next tuesday. Hopefully getting a way from s**t service, s**t speeds the list is endless.
Wahey! Walked past my livebox this morning and noticed the lights weren't blinking anymore (they were still blinking last night) - fired up my laptop and couldn't believe my eyes: My connection was working again!
It's been just under 3 weeks and finally they fixed the problem. I was *that* close to getting my MAC code. Think I'll stick with Orange for the rest of my contract period since the cheap international calls are useful. If something breaks down again though I'll ask for my MAC code immediately.
Oh btw, had a quick peak at my livebox settings before I rushed off to work and my speed is ~2meg which is exactly what it was before!
@tinyclaw: A MAC code (Migrations Authority Code) is a code that your existing ISP gives you when you want to switch to a different one. You give the MAC to the new ISP and it allows them to switch your ADSL connection from the old ISP to themselves (hopefully) seamlessly.
ordered my MAC code the other week come today ,straight away sighned up for BT internet. Connection begins next tuesday. Hopefully getting a way from s**t service, s**t speeds the list is endless.
i wouldnt sign up to BT , especially if you are a heavy downloader.
Wahey! Walked past my livebox this morning and noticed the lights weren't blinking anymore (they were still blinking last night) - fired up my laptop and couldn't believe my eyes: My connection was working again!
It's been just under 3 weeks and finally they fixed the problem. I was *that* close to getting my MAC code. Think I'll stick with Orange for the rest of my contract period since the cheap international calls are useful. If something breaks down again though I'll ask for my MAC code immediately.
and has anyone from Orange rang you or informed you as to what the problem was in the first place? i would guess that would be a big No.
and this time next week, you might find yourself without a connection for *another* 3 weeks or longer, with no explanation at all..
i'd get a MAC code if i were you. why stay with an ISP that doesnt give a damn about its customers?
Wahey! Walked past my livebox this morning and noticed the lights weren't blinking anymore (they were still blinking last night) - fired up my laptop and couldn't believe my eyes: My connection was working again!
It's been just under 3 weeks and finally they fixed the problem. I was *that* close to getting my MAC code. Think I'll stick with Orange for the rest of my contract period since the cheap international calls are useful. If something breaks down again though I'll ask for my MAC code immediately.
Oh btw, had a quick peak at my livebox settings before I rushed off to work and my speed is ~2meg which is exactly what it was before!
@tinyclaw: A MAC code (Migrations Authority Code) is a code that your existing ISP gives you when you want to switch to a different one. You give the MAC to the new ISP and it allows them to switch your ADSL connection from the old ISP to themselves (hopefully) seamlessly.
I called the UK Dis-service Centre last night and was told that they'd fixed my connection last Saturday. They hadn't of course. I then spent yet another 45 minutes on the line to Delhi who went through every test imaginable and confirmed they hadn't fixed anything. Dehli sent a log of to problem the 'Magdaline' sub-contractors, who are responsible for this whole upgrade nightmare. So now I fully expect my connection problems to sink into an even deeper hole.
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum
5 weeks! 5 weeks since those b**tards f*cked my internet up!! I've called up many times with the technical support and customer service but they keep referring to; press 1 button- sign in(which does f*cking nothing!) and that they are conducting line tests.
