I've been offline for 7 weeks now and with little or no help from Orange, I'm hoping that this site might help me to get back online.
Here's a brief summary: We moved house on 15th Oct. It took BT ages to allocate us our original number (we only moved 50m!), then we requested Orange BB transfer on 9th Nov. It was supposedly activated on 21st Nov but this showed PPP server down in my livebox. My original Netgear failed the PPP negotiation too. I checked all connections and tried directly in the test socket - no joy.
Orange requested a line check and a fault was supposedly found and fixed by BT. Since then I've had no connection at all. When I had the PPP fault, the livebox showed reasonable speeds (5000kbps down / 440kbps up) but now both routers show no line speeds at all; they're just failing to connect.
I'm going to try the pppoa /e switch this evening but if anyone else has got any other advice (short of leaving Orange!) I'd be grateful. If this doesn't work, I don't know what else to try because calling Orange tech support has got me nowhere over the last 2 weeks.
BTW I'm in the Wotton u Edge, Glos area in case that's relevant from an exchange perspective.
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:
I don't expect the PPPoE trick will help here at all, a PPP server down on an ADSL Max connection is usually due to an outage but no sync at all means there's simply no connection. It's highly unlikely a MAC or migration would fix this in itself BT need to find the problem, as using 2 routers effectively proves there's a problem somewhere.
Guess what? The pppoa/oe trick didn't work! I have phoned Orange to request a MAC but if I leave before 30 days without a service, I will be charged for the full 18 months. Orange are counting the start of the contract from when my ADSL line was activated, not when it was requested. Since BT took 4 weeks to get our number transferred, this means I still have to endure 2 weeks loss of service before I can leave Orange without paying the cancellation fee.
Does anyone know whether the waiver of cancellation fee only applies to 30 consecutive days without service, or 30 cumulative days without service? If it is the former then Orange could simply provide 1 day a month and charge us for 18 months! If the latter, then I am at least half way through the 30 days.
Ideally I just want to ditch Orange and sign up with someone better. Zen maybe? The trouble is, paying a £320 cancellation fee might persuade me to stay put.
On the subject of the fault, I now have an engineer visiting my house tomorrow morning to investigate.
Does anyone know whether the waiver of cancellation fee only applies to 30 consecutive days without service, or 30 cumulative days without service? If it is the former then Orange could simply provide 1 day a month and charge us for 18 months! If the latter, then I am at least half way through the 30 days.
There should be some room for movement in that sort of situation. Say a problem was fixed and your broadband came on for a day before going off again. Generally though they could be different issues they would usually be treated as a single one in that sort of situation.
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On the subject of the fault, I now have an engineer visiting my house tomorrow morning to investigate.
Good, they'll hopefully find and fix whatever's causing the problem then.
Steve, get away with what exactly? It may not be great but it looks like everything is being done here. A line test found some issue that was corrected. That was passed back as it still isn't working and now an engineer is going to try and find the fix the problem. No sync with 2 routers on an ADSL Max line leaves the problem squarely in BT's court.
As for the fee's yes they're crappy but that's what is agreed to and a reasonable chance to fix it has to be given, engineers going out is usually close to the end of the process.
Sadistically I am glad I am not the only one having the issue with PPP Server Down. I lost connection on 14th October 07 and have had the same issue "communicating" with Orange, who profess to be an Intenrational Communications company, but cant tranfer their calls from India to a UK call centre, but insist I "try my luck" and dial again ... hey U never know !!!!
If anyone has got any ideas on resolving the PPP issue, then please share, as definately the Orange Techy people are just guessing, having now sent a 3rd piece of equipment to be to "try out" ...
I've been offline for 7 weeks now and with little or no help from Orange, I'm hoping that this site might help me to get back online.
Here's a brief summary: We moved house on 15th Oct. It took BT ages to allocate us our original number (we only moved 50m!), then we requested Orange BB transfer on 9th Nov. It was supposedly activated on 21st Nov but this showed PPP server down in my livebox. My original Netgear failed the PPP negotiation too. I checked all connections and tried directly in the test socket - no joy.
Orange requested a line check and a fault was supposedly found and fixed by BT. Since then I've had no connection at all. When I had the PPP fault, the livebox showed reasonable speeds (5000kbps down / 440kbps up) but now both routers show no line speeds at all; they're just failing to connect.
I'm going to try the pppoa /e switch this evening but if anyone else has got any other advice (short of leaving Orange!) I'd be grateful. If this doesn't work, I don't know what else to try because calling Orange tech support has got me nowhere over the last 2 weeks.
BTW I'm in the Wotton u Edge, Glos area in case that's relevant from an exchange perspective.
If anyone has got any ideas on resolving the PPP issue, then please share,
I had the PPP Server down issue and fixed it with the help of the old SpeedTouch 330 modem I had laying around, it was from years ago when I was with another provider and no longer had their instalation cd... so from work downloaded the driver from here:
Before we continue, I need to tell you that at that time I had just called Orange and the guy there made me do a livebox factory reset. We put the Orange login details on it again and the @ light was flashing slowly and the settings showing PPP server down.
Is important to realize that the @ light is flashing SLOWLY, this means the line has Broadband service but the livebox can not connect. If the light is flashing fast then is a different problem!
So for those who have a slow flashing @ light and a PPP sever down message the steps to follow are:
1. First before you plug the SpeedTouch modem, Run the instalation driver. DRIVER first!!!!
2. plug the line to the modem and ONLY WHEN THE INSTALATION TELLS YOU plug the modem to the computer's usb port
3. then the instalation continues and there will be a screen request your Orange login user and password... input your details and click next.
4. The instalation process is finished,
Noticed that after a few seconds both green lights of the Speedtouch become solid and then you will hopefully be online! =0)
The optional step is to try to fix the livebox... what I did is disconnect the Speedtouch USB modem and put the landlineline cable back to the livebox.
The lights go crazy for a few secs and then the @ light gets back to slow flashing...
Now go into the Internet explorer and get into the router settings page typing 192.168.1.1 and then "admin","admin"...
The table there was showing "My services" as "disconnected", click on "change" and in the next screen you will need to see your Orange login details (blabla.orangehome.co.uk@fs...) click on connect. The lights of the livebox go crazy again until the @ light goes solid! I was online again!
I hope this instructions helped, is actually my sister who is with Orange and had no internet for almost 4 weeks. Tonight I only came babysitting, the kids are sleeping, the internet is working again and had time to write this little help... a very productive Sat night.
Well, after lots of phoning and 2 OpenReach engineers coming to visit, the problem was traced and fixed. We were connected on about 17th December, 2 months after we first moved and 27 days after our broadband was activated. A few days later the service went off again and it has, again, just gone down. The latest two problems seem to be sporadic exchange issues but it's not exactly a trouble-free, robust service!
Orange offered me a refund on the 27 days that they took to get the service running in the first place. I said this hardly counted as compensation since I was paying for those days without service anyway. They then gave me another month free, which just about covers the two months that we've been without broadband (the first month due to BT.)
I have discovered that customers with @fs usernames can try different servers by connecting to [nodename]@db[4321].freeserve.co.uk instead of [nodename]@fs. There is also another server without any numeric suffix, i.e. @db.freeserve.co.uk. I thought I'd share this information in case it's useful for anyone.
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