Just back on line having been down for a week with another ppp server down problem (had two or Three this year of varying durations!).
Have noticed though that my bandwidth seems to be reduced from what it was before my service went off last week. (Evidenced by slower download speeds). Could this be as a result of the fix? I haven't bothered calling Orange just yet - I'm sick of having to call them!
One of the fixes Orange asked me to try while my ppp server down error was on, was to change my "connection login" on the Internet Connection Parameters section of my LiveBox set up page. (It didn't work at the time BTW!)
Could it be that I'm now connected to a different server than I was before? If so, do I have an option to return to my original server? (only drawback is that I don't know the address!)
One of the main fixes for PPP server down is a speed downgrade.
An alternate logon, usually the domain which comes after the @, being changed shouldn't really effect speed. It's normally @fs so you could try chaning it to that and back if there's any problems
I wish I could say I have been off line for just a week with a PPP Server Down Issue.
Have been offline for 13 Days now (it went down just shortly after I was migrated to LLU!)
Im in Escalation for the 2nd time, after 7 phone calls and 4 line tests....
I gave up yesterday and sent an email demanding some action, and got a reply this morning saying I will get a call back within 48 Hrs - IM COUNTING!
Like many people before I give up on thier non existent customer service. If they acknowledged they have a problem, offered a name contact to deal with. kept me informed (Im sure they could send text message updates!) and offered to cover my BB direct debit AND cover my dial up costs, I would be happy - but they just don't get it!
This most recent "ppp server down" fault was a "brief" one. I've had a couple of other instances earlier this year - one of which lasted over a month!
(You may well ask why I stay with Orange - only reason is that it's "free" with my mobile. Once my mobile contract runs out I'll be looking closely for a deal with another ISP)
Also had a "courtesy" call from Orange this evening to check whether I was back on line. Took the opportunity to ask the question I opened this thread with to the Orange employee who rang me. He conceded that my connection could now be slower but that the change to my connection login was not necessarily responsible for that - backing up Elhana's reply earlier in this thread.
Anyone recommend a decent speed test utility program or website so I can check my connection speed? At a rough guess, based on maximum download speeds achievable before and after my recent problem, I'm only at 50% of what I was.
SURPRISE SURPRISE.........
Did I get my call back in 48 Hrs - NO WAY!
Thats 2 call backs they have offered in the 2 weeks since I have been off - and neither of them made......
Ho hum - back to dial up this evening, and more entries on the comedy spreadsheet of errors I am logging.
Another email back to Orange - I cannot be a*sed to call the helpline and speak to someone the other side of the planet who is just about able to read a script, and "apologise for the inconvenience caused"
At least the email has the evidience attached.
The classic one I had was they tried to call me when I was on the phone to tech support - not that I believed it for one minute, as they were supposed to call after 48 hours of line tests, which they definately didn't do cos we were away and no1 was on the 1471 list
Had they not used that excuse, then my reply would have been i was using their anytime service as backup since my broadband wasn't working
Well I emailed them again last night and the response is this morning (along the lines of......)
Tech Support are very busy this week and therefore were not able to call you back in the alloted time, and suggest I wait and they will respond in due course........
So now I have gone from a 48hr call back to tell me what is wrong and when I will be reconnected (which I never thought I would receive anyway!) to a 'wait until we get round to it' (which knowing Orange will be never)
2 weeks and 1 day off line now - Im counting - have already told them that I will be requesting my MAC code if I dont get back on line within a suitable time - for me thats 30days!
Called on Friday - and was told to still wait for my call back......
I was away all weekend, so called them yesterday (as STILL no call back) - and spoke to a whole host of people as I began to loose my rag a bit.
Spoke to someone in the UK, about my MAC code and coming out of my contract early - he seemed so disinterested in my issue and lied about the notes list on my account and when I had first made contact with them!!!!
He said I had to be without BB for 30 days before I can get out for free.
I am counting, another line test today and then no doubt into escalation again - this will take it too 28 days - Im counting and just playing the ring back after 5 days game as cannot be bothered with the hassel of speaking to the totally useless company.......
PS - I am also checking each time I call that they have the correct notes on my file - after the guy yesterday said they had no record of my calling on 27th Sept to first report the issue, I called tech support and confirmed that they had!!
ANYONE ELSE WHO HAS ISSUES - create a spreadsheet of contact with them - so far in just under 3 weeks I have contacted them 13 times by email or telephone call (and still they cannot keep to their own written notification that they would call me back in 48 hrs)
Yes and make a note of the ref numbers that come back by email
When I first called them, they did the call back in 48 hours trick. The didn't even identify me (by asking for the 2nd and 4th character of my password as they do everytime). I did call in 48 hours, and just threw them my log and told them to sort it.
On another occasion, they must have had my CLI information as they didn't ask for it, so maybe the first time they did have a record of me calling
It does make me laugh that they ALWAYS identify you by the second and forth letters of your password...........
I'm sure by now I know the scripts better than them - so much for for calling themselves Technical Support.
Called last night - another line test call back later today.
I drafted a letter of complaint yesterday - 4 pages which includes a day by day log of contact - will wait until I go back into escalation for a 3rd time before I send it!
Does anyone know how long it actually takes to do a line test?
I am guessing that it takes minutes - and not the 24/48 hrs they quote !?
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