My brother-in-law switched from BT to Orange about 4 weeks before Xmas. The Orange Livebox arrived and I set it all up for him a few days before Xmas (about 3 weeks after he switched and at least a week after his broadband should have been activated). Guess what? No broadband.
The first problem we encountered was entering the username in the auto-setup feature on the setup CD - the field isn't long enough to take the username Orange allocated him. Not a problem I thought and went staright into the Livebox setup facility in the router itself. Entered all the correct info and guess what? No broadband. All I can get is an "Invalid ADSL Authentication" error message.
My brother-in-law has spent hours on the phone with Orange; I've reconfigured the Livebox god knows how many times to no evail (and I'm no dummy with this stuff). I've even tried a 3com router. Orange have blamed everything you can imagine but the fact remains still no broadband - it worked perfect with BT for the last couple of years; and before that with the dreaded AOL.
Orange have gone silent leaving my brother-in-law "up the creek without a paddle". After 13 years with Orange Mobile he's thinking about dumping the whole thing and making a fresh start with another provider. Having read this forum, it's probably the best thing he could do as it seems even if he does get connected this will only be the start of many, many more problems to come. Who needs it?
After numerous telephone calls to Orange they said they would need to do tests on the line and be back in touch in 24 hours, which of course they weren't. After contacting them yet again, they said a server was down. That was 3 days ago. To be honest I don't think the tech support people have anymore idea about what is going off with Orange Broadband than we do.
At the end of the day the login details given in their welcome letter should work but they don't. It seems to me that the line is no longer broadband enabled or there are major problems with their authentication servers, or a mixture of both issues.
I've tried a 3com router just in case the Livebox was the problem, as has been reported throughout this forum, but couldn't get a connection that way either. Firewall software is installed and I've disabled that and tried all configurations Orange has suggested plus a few, still no joy.
I know the problem is not local and communication between the PC and router is fine because there is no loss when pinging the router. I've checked all the phone sockets and they're OK (even tried via different phone sockets). Yes, the filters are all in position as supplied by Orange.
I've set up dozens of broadband connections, wireless and ethernet networks in my time, and never been beaten. I'm fairly certain this is an authentication problem but can't be 100% because tech support can't answer questions outside the scope of their predefined script.
I can login to the account via the Orange web site (using my own laptop and my own BT broadband without problems from my home) so I know he has been setup on their system. That's not much consolation to my brother-in-law though who can't connect to the Internet via Orange.
The most annoying part is that he is paying for this service. It's not the free one. Orange couldn't even get that right either. He asked for the £15/month service and they set him up with the £5/month option.
After 13 years with Orange mobile he thought it would be a good idea to go the whole hog. Big mistake! He's not a patient chappy but I hope he doesn't switch until this is resolved - I'm dying to know what the problem is so I can broadcast it here.
Joined: 12 Jun 2006Posts: 907Location: Weston-super-Mare, UK
pfhowe
OK from what you have written we can see that your skill levels are very high. So I would suggest that the fault is at the Orange end. Have they turned it on? Every now and again they turn the connections off for no reason.
For reference here is my list, looks as though you have them all covered. I presume you have:
FAST FLASHING @ ON LIVEBOX:
# No broadband on line
Install USB modem to see if broadband is on the line
OR
Login bt_test_user@fs password 123abc
# Have they closed your account
Can you log onto members centre
Have you failed to make a payment
# Unfiltered phone
Disconnect all phones
# Is Livebox installed correctly
Re-install
Factory reset Livebox
# Leads on Livebox reversed for internet and telephone
Internet socket is one next to power line
Telephone is one marked white
Firstly, let me thank you all for your assistance in this matter.
What I found most useful was the dslzone link. When I checked here it appears that the line is not Orange LLU enabled, which is probably all I need to know. I've never had problems like this before so never had to use it but it's very useful.
I've just phoned my brother-in-law to find out if he'd heard anything from Orange and guess what? After all the many hours on telephone calls to tech support, customer services have now admitted that Orange broadband will not be available where he lives until the 15th Jan 2008.
I'm absolutely gobsmacked!!! Technical problems are one thing but by selling a service they know they can't deliver, Orange has acted illegaly.
My advice to anyone before getting broadband, check whether the provider can actually deliver at dslzoneuk.net.
Once again everyone, thanks for all your assistance. I'll let you know what happens on the 15th January.
pfhowe - does yor brother in law live in Crewe? I was in the Orange shop on the 31/12/07 (about a mobile phone update) and one of the shop techies (LOL) was trying to help out a chap who it seemed was in exactly the same position as what you outline. The chap was angry as he had moved from BT where he said he had never had an issue to no service with Orange - and he couldn't even get them to help sort things out even though his employer would be shelling out over £500 a month (!) for a combined mobile/broadband access as his job takes him all over the world. The only thing keeping him sane was that he had access to a GSM datacard on Vodafone.
The chap was trying to cancel but Orange were telling him he had to be without a service for 30 days before that could be considered - a service which they didn't have at his exchange. I left the shop before any punches were thrown or people died!
My brother-in-law lives in the Doncaster area. He threatened to cancel his mobile contract and the broadband package but it would cost him to get out of the mobile contract. However, I'm convinced he's been mis-sold broadband by Orange and I would not let this rest. I hate being ripped-off and that's exactly what Orange have done to him. It's against the law in this country to sell a product you can't deliver and/or that is not fit for purpose.
Well the 15th Jan has come and gone and still no Broadband. It's now over a month since the service should have been available. Orange should be ashamed.
Joined: 05 Jul 2007Posts: 9Location: Worcester Park
pfhowe wrote:
Well the 15th Jan has come and gone and still no Broadband. It's now over a month since the service should have been available. Orange should be ashamed.
You're right - they should be ashamed.
However, when my daughter's BT broadband packed up, things were no better. Many, many conversations with India, no results. We eventually got it fixed by contacting the CEO of BT world-wide (the problem turned out to be in my daughter's exchange).
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