I am not surprised to find that there is a whole website dedicated to how problematic Orange broadband is. I have been with Freeserve for years, then obviously with Wanadoo. I haven't had a single problem. Then virtually as soon as it turns into Orange our internet stops working. Our internet stopped working on the 17th. Our computers/laptops were picking up the livebox signal and did connect, but nothing would actually load. We phoned the Orange technical support and did a factory re-set, that didn't work, and a line test was supposed to have been done. The next time we called the line test hadn't been done, but the guy I spoke to said it was a firmware issue and sent a new version of the recovery disk because the other one we had was useless he said. He told us to phone when we got it in order to complete the recovery. When we got it we phoned and was told that it wasn't the firmware. Once again a factory re-set and a line test was done. Two hours later we phoned for the results, and the line was fine. Once again they did the same thing again. Overall we've done 5 factory re-sets and 4 line tests. Every time it says "PPP server down".
At one point the woman said she was going to cancel our account because there was nothing they could do. I said that we didn't want that, we just wanted our internet ASAP. I know it's bad, but the internet is so important to us these days. I think the majority of people can relate to this. So much is done online now. We were once again told to phone back for the results of another line test. Then we decided we did want to cancel. We phoned BT and their broadband package looks excellent, the man from BT told us to get a migration code from Orange and to phone back. Then when I phone back to cancel they tell us we cannot because we are under contract and if we use the migration code they supplied us we will be charged £75!!!! This is despite then telling US that they were going to cancel our account earlier in the day. The guy we spoke to was the rudest guy on earth - so obnoxious! They are refusing to waive this charge because the woman who told us she was going to cancel our account didn't write it on the notes!
Does anyone have any idea as to when this problem might be resolved? There seems to be a few people in the know on this board.
I don't even want to continue with Orange anymore. Honestly, the customer service advisors are SO crap. I've worked in call centres and have never known anyone speak to people like that!
Site AdminJoined: 07 Apr 2006Posts: 784Location: United Kingdom
Hi annoid
Which area are you in? e.g. London (north, east, south east, south west, west, north west), Manchester, Leeds, Glasgow, Edinburgh....
I guess with your PPP server down you have a fast flashing @ light?
Had your computers previously been connected with livebox (i.e. you were able to get internet prior to the 17th)?
Resetting the livebox is an option - there is another recent post which claims that BT suuggested turning the livebox off (remove all power) for about 30mins (Orange recommend 10) and powering down your computer... After 30 mins, power everything back up (without a factory reset) and everything worked just fine! - this may help if it has a synch problem apparently. Could try that.
I currently have "Link Down" as opposed to a previous episode with Wanadoo where it was "PPP server down" - not sure what the difference is? This is in central London!
I'm in Manchester. We've tried everything. Turning it off for just 30 seconds, and even longer than that. Yes, it's the @ light that is flashing. Finally today we've been able to speak to a manager. I think they are now going to allow us to cancel, we just have to wait for a phone call from them. If we ever get one.
And yes, we had internet prior to the 17th. We've only had wireless for about 6 months, but it has been fine so far. All laptops/computers worked just fine until the 17th.
ppp down is an Orange problem - I'm in Manchester and have been told many reasons, but eventually they admitted that they've got 'server' problems which are being looked into {nearly 3 weeks I've been offline this time - 2 months last time though!!}. It took a lot of fighting with them to admit it.
Try the ISPA to get Orange Customer Action Team to contact you - otherwise you'll get a call centre person who hasn't a clue about this general problem and will try to 'fix' your setup - eventually sending you a new livebox - creating more delays - this won;t fix your problem as it's a central issue.
You were offline for 2 months!!!??? How come you didn't just cancel. We found out yesterday if you're offline for more than 6 weeks you can cancel.
It took around 5 phone calls for them to admit it was their problem and for them to admit that they don't really know how to fix it. We were on the phone 3 and a half hours straight yesterday.
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