Have just been recommeded to this website by a friend. Wondering if anyone else has haad this problem. Orange cut me off without warning on 29th October. Something to do with an upgrade. I was told to wait 5 working days and it should be sorted. I'm still waiting! I'm a absolutely fed up (an understatement) and don't seem to be getting anywhere either with technical support or customer services. They keep telling me to wait another 5 working days. Something to do with a line test which they can't do - don't understand why not. They keep 'escalating' the issue but still no joy. I have been promised 6 months free broadband once it's up and running and refund of all my calls to them and dial up costs - I'm using BT on dial up but obviously its hogs the phone line. Any advice anyone please please please? Hope I've posted into the right forum. Should I jusst hold out or transfer to another ISP and if so how long does it take to transfer? Grrrrr ..... I'm fed up with speaking to India all the time.
I know it's a pain but keep logging calls regularly.....if you get to 30days without a connection and with record of regular calls to CS/TS, you'll get a MAC without any contract cancellation charges.
Hopefully (but don't hold your breath)you'll re-connect. Presumably you are switching onto LLU service ?
_________________ An ex-Orange guinea pig
"The first third of our lives is ruined by our parents, the second third by 0range then along comes 02 and you die happy."
I'm experiencing the same problem now. Ordered the home select package about 6 weeks ago, got the livebox and set it up easily enough. I noticed after about a week that the internet connection was very unstable, in that it would disconnect for a couple of minutes and then re-connect. This began to get very annoying. Last weekened these disconnections happened very frequently, probably disconnecting every 2-5 mins. On monday (12th Nov) the internet disconnected completely. When looking at the status on the livebox page, i get the message 'PPP Server Down'. I thought that i'd give it a day to see if the server would come back on, as I know servers can go down every now and then, but it didn't come back on.
So the next day I phoned Orange and was told the instructions to reset the livebox and how to test everything my end which I did. It still didn't work. I then phoned them back to tell them this and was told to call back in 4 hours as it might just need time to re-configure or something. I told the person at technical support that it had already been down for a day and that I doubted it would come on over the next 4 hours, but she seemed unwilling to do anything until the 4 hours had passed.
After 4 hours, SUPRISE! no internet. So i made another expensive call to technical support, and this time I was told they'd do a line test and to call back in 24 hours. I called back the next day to say that the problem still hadn't been fixed and was told that there had been some problem with the customer data i had provided and they couldn't perform the line test. I didn't understand how they could have got this wrong as they knew my name, address and BT phone number. So she told me that she would escalate the problem - whatever that means. Anyhow, I was told that after 5 days my internet would be fixed, so when i logged on today to check if that would be the case, imagine my suprise when it still wasn't working.
So after reading the endless reviews and comments from people who are experiencing the same thing, I can only conclude that I'm going to be without the internet for some time.
I have been exploring other ISPs in hope of being able to leave Orange broadband but really need advice on how I can get out of this stupid contract without being charged. Also, i'm running the internet from my mobile phone (also with Orange) so was wondering if there's any way i can get these charges taken off my phone bill in substitution for the lack of broadband they are supplying me with.
I'll be grateful for any help anyone can give. Thank you.
Joined: 12 Jun 2006Posts: 907Location: Weston-super-Mare, UK
PPP SERVER DOWN
This is is generally a network/exchange fault.
First re-enter your username and password.
Others have solved this by installing another router or their Speedtouch 330 modem instead of Livebox - getting a connection - disconnecting - then going back to Livebox. There are several reports of this working. It appears that the network and Livebox jam up.
Others have also solved the problem by changing the normal settings:
Yep ,been there ,end of july lost network connection.
Countless phone calls to India with standard scripted replies
"have you done this ,done that ,press this check that ,promise to phone back (never do)"
Various threats of legal action/changing ISP/Watchdog had no effect
Told them I was aware of exchange problems when upgrading having visited many sites complaining of said problem ,but they denied all knowledge of problem,saying it could be my computer
I eventually reverted to my old speedtouch modem which worked fine but kept trying the livebox now and again
Suddenly, nearly 10 days later ,switched computer on and it connected with the livebox and has been ok ever since except for slow speed/drop outs etc
So yeah its a network/exchange upgrade problem and they know it as they have had sooo many people tell them.
Just have to be patient ,it will eventually burst into life
But to be honest it still as bad as it was before the upgrade at the exchange
Same problem here - just gone over the 2 weeks no internet, and still being told "5 days", "We'll call you back", "Call back tomorrow", and it is all garbage.
PPP Server Down - whatever that means they have clearly had practice at solving it, so why has it taken them 15 days to get me nothing?
I called this morning demanding a MAC code so that the second I go over the 30 day-no-internet limit I can change to a reputable supplier instantly. They said I could only get a MAC code by paying to cancel my contract, and I refuse to give them money because they can't give me service.
As far as I can see from the OFCOM website, this is illegal. We're being lied to because their staff are either incompetent, or deliberately misleading us to keep us with their service.
Actually, this was a Northern woman. And a bloody rude one too. Even as far as Northern women go.
I do not want to cancel my contract - I want a safety net so that I can ensure that I get broadband in my house ASAP. I don't care if Orange gets it back tomorrow (This is preferable, as long as it stays on) or if I can get out of their contract on day 30 and get Be (Who I think I'll go for) in on day 30, ten minutes after H-Hour is reached.
The irony is that they won't lose money by giving me the MAC - only if they screw themselves over even more and don't give me my internet back in time. If they connect me again, then the MAC will languish in the bottom of my drawer until the natural end of my contract.
As I like to repeat (And have written on their forum) "This ain't an Orange - it's a Lemon"
But if you ask for a MAC, how long has your contract got to run ?
OK, if you've had no connection for 30 consecutive days and a record of this with CS/TS then you will not incur cancellation charges.....but only IF otherwise you should budget to pay up.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Yes you will have to dispute/pay what contract you have left but they cannot refuse to give you a MAC code by law its compulsary in or out of contract.
_________________ ex Freeserve/Wanadoo/Orange Blog
But if you ask for a MAC, how long has your contract got to run ?
OK, if you've had no connection for 30 consecutive days and a record of this with CS/TS then you will not incur cancellation charges.....but only IF otherwise you should budget to pay up.
So on the assumption that they won't get my internet fixed within 30 days - unlikely according to this site - then I'll still have to wait 5 days plus some to get the internet back?
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