Well, this very same problem is the final straw for me (not the first time that phrase has been used on this site, it seems).
On 9th November, I got my first problem with Orange - 3 months after signing up I suffered the notorious "PPP server is down" problem and went through the well documented fun cycle of:
Call "technical support", reset live box, line test, call back 24 hours later, get escalated, call back 5 days later, call "technical support" again, reset live box, line test, call back 24 hours later, get escalated, call "technical support" 5 days later, reset my live box, get my wife to reset livebox, line test, call back 24 hours later, get escalated, call "technical support" AGAIN 5 days later, get dog to reset livebox, another line test, calling back A.G.A.I.N, get escalated....
Then I found this site, tracked down a Speedtouch330 modem, got connected and thanked my lucky stars. OK, so VOIP didn't work after this (another well documented issue - "no dialtone") - so I bought a DECT phone, plugged it straight into the Livebox and it fixed that problem immediately.
All went well for about 3 weeks when I accidentally unplugged the extension the live box was plugged into.
Silly me.
After plugging it back in I had - you guessed it - "PPP Server is down". This time, my trusty SpeedTouch330 let me down. Even my industrial strength Telkom Kenya provided Huawei MT8080 let me down and that piece of junk found an ADSL signal on the dodgiest phone line linked to the flakiest exchange attached to the falloveryest backhaul in Kenya....
So I waited to see if this time Orange could fix the problem. After all, it had been over a year since they first started hearing reports of the "PPP Server is down" issue...
I called on 20th December, 22nd December, 3th December, 1st January, 2nd January - every time I was told that mysteriously, when they ran a line check, the process "couldn't find my details". I had no idea what that meant, but they kept escalating, line checking, whatever it is they do, but this time they were even more baffled and silent that usual...
Suddenly, on 4th January, I got home and found the Livebox's hallowed @ light flashing fast - not slow as before. I called technical support to get an update as to what was happening - rather stupidly thinking that this new symptom may have been down to the actions of a technician fixing the problem...
Was it bugg*ry. Now, Orange said, I had a new problem. No - this problem is NOTHING to do with my old problem - that problem, they say, is "fixed". Unfortunately, we will ave to raise a line test to check what the problem is and I mast call back in 5 days...
So its starts again - reset live box, line test, call back 24 hours later, get escalated, call back 5 days later, call "technical support" again, reset live box, line test, call back 24 hours later, get escalated, call "technical support" 5 days later, reset my live box, get my wife to reset livebox, line test, call back 24 hours later, get escalated, call "technical support" AGAIN 5 days later, get dog to reset livebox, another line test, calling back A.G.A.I.N, get escalated....
Actually - I couldn't stomach doing all that again, so I just called everyone and everyone at Orange for 5 days straight. After many promises from many departments that I would receive a call back (no - I didn't ever get one, as far as I can tell only a handful of people commenting on this site on this site ever have) I got through to someone in the care team - the ones who are UK based and deal with cancellations and if you're unlucky, retention - and prodded him for a while for information about the problem. After a bit of a grilling, he started to hint that "Link is down" is a new problem in town for a good few Orange customers and that Orange don't appear to have a frickin clue how to fix it yet. Given that "PPP Server is Down" is still an unsolved problem for them after nearly 14 months, god knows how long it'll take them to sort this out.
So I though, f*ck it, I'm leaving Orange. So what if I signed up for a more expensive mobile contract just to get cheap broadband - I'm outta here...
.... Alas. Today I called Customer Care to quit my line and get a MAC code - guess what? Their system is down and no one can cancel Orange broadband or issue MAC codes just now...
Honestly - if this were happening to someone else, I'd be laughing my arse off...
... As it is, I just had a nice chat with Be* and will be moving my custom there just as soon as I get my MAC code.
Joined: 12 Jun 2006Posts: 907Location: Weston-super-Mare, UK
davehat wrote:
After a bit of a grilling, he started to hint that "Link is down" is a new problem in town for a good few Orange customers and that Orange don't appear to have a frickin clue how to fix it yet. Given that "PPP Server is Down" is still an unsolved problem for them after nearly 14 months, god knows how long it'll take them to sort this out.
Thanks for info, we are seeing more people with no connection.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
davehat
Your post just about sums it up these problems was with them when i left in august 2006, jan 2008 and nothings changed.
Good luck with your eventual migration away
_________________ ex Freeserve/Wanadoo/Orange Blog
Joined: 23 Dec 2007Posts: 43Location: Deptford, London
stevelondon wrote:
davehat
Your post just about sums it up these problems was with them when i left in august 2006, jan 2008 and nothings changed.
Good luck with your eventual migration away
Gosh, almost 2 years but things are still the same!!
I decided to ask for MAC code finally. But you know what, they transferred me to "7" different personnel and each of them put me on hold 5-10 mins!! Luckily I had loads of remaining Orange mobile minutes otherwise I'd defo be complaining about this!!!
They asked me to wait for the next 48 hrs to get the MAC code emailed to me though.
However, they also threatened me that the slow speed might not go away even if I moved to other ISPs! Anybody has the same experience to this??
Anyway, now don't know who to go to between Sky and o2 (now Sky) - tough choices.
Just phoned Orange to request a MAC Code. Got the usual "we have been having some problems, but we hope to have them sorted soon" rubbish. "Hope"!!! I can't live my life in the "hope" I might have a broadband connection this year. Idiots.
Still got to wait 2-5 working days to receive it though.
After a bit of a grilling, he started to hint that "Link is down" is a new problem in town for a good few Orange customers and that Orange don't appear to have a frickin clue how to fix it yet. Given that "PPP Server is Down" is still an unsolved problem for them after nearly 14 months, god knows how long it'll take them to sort this out.
Thanks for info, we are seeing more people with no connection.
Elhana - Have you got a view on this?
General meaningless comments by the sound of it. Someone trying to give a reason when they have no idea of the direct cause.
Link down is effectively no sync, it has and likely always will be one of the big problems you get on broadband. There's nothing new about it and as far as I know there isn't any major problems cropping up causing this at the moment.
Well - Now after nine calls I am still waiting for a fix to my missing ADSL?
I dont think Orange care that I have no Broaodband - I have now had my fourth 'Escalation' in less than two weeks. As I enter my Third weekend now with no broadband I am seriously consifdering leaving Orange. I tried to call '0845 070 2976. Ask for Miss Paula Leslie' as mentioned in a earlier post - and it seems that the line has now been discontinued....
I am a 'Which' member and going to start using them this weekend, has anyone contacted 'Watchdog'.
3 weeks later, and still no ADSL line. I cancelled my Orange account on the 11th, and my new BT connection should be running tonight, fingers crossed. You should definitely leave, they really don't care that you have no broadband, and are an utter shambles.
January was going to be when I started looking for a new job, something that has been impossible with no internet. Add to that my need to sell some stuff on e-bay, to be able to afford buying food, I can't even comprehend how much Orange BB has cost me.
Would you believe it? Engineer rang me on Friday 15:00hrs(whilst still at work.) my phone never rang? and I got a text message saying contact Orange tech support for update on support log. When i rang them they then wanted me to go through the whole factory rest of live box/new adsl filter/check nothing on my line...etc and then to find out that engineer had closed my support call....as nothing wrong aaghagha
I spent another 10 mins with another engineer going through same repated rubbish support cards....to be told an engineer will get back to me in five days....that will make a month?
I would change ISP`s in a shot but if the fault exists on my line I may spend the necxt few weeks waiting on new ISP to locate problem?
Hello folks,
I am new here.
I have had the no connection ppp server down story for a fortnight untill tonight when I tried disconnecting everything else, phone and Sky, reset the livebox and managed to get a connection.
The helpline is useless and without internet access virtually impossible to find anything out.
Roger.
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