After i factory reset the box and go to the 192.168.1.1 page, when i log on i get the adsl status box, which say synchronised.
When i enter my username and password and try to validate it and get onto the internet, it tries to contact the ppp server, but can't and comes up with the ppp server down error.
It doesn't give a sync'ing speed - just says synchronised (i think - I will just check that later on for you!).
Yes, I think that probably means it's synch'd with the local exchange equipment, but when it comes to connecting from the exchange to Orange that's when it's failing.
So because the connection is not completed is why you see PPP server down and also unable to get any router stats.
I have been having the dreaded PPP Server down since I moved house to Helston, Cornwall just over 5 weeks ago. I'm on Orange Home Broadband Max, as I have an Orange Mobile, and have their landline service as well. The landline works fine, but i have not managed to connect to the internet once. The @ light flashes about once a second, and I can get the box to 'Synchronise', but will not validate or connect to the internet to get an IP address, it just goes in loops with the PPP server down fault.
I have been on the phone to the broadband 'technical support' (or script readers) dozens of times and have had at least 4 line tests (with various results, but they now say the line is fine), engineers working on the line (or so they keep saying - I dont think anyone is doing anything!), and have factory reset my livebox about 100 times.
I finally got to the escalations team about a week and a half ago, and they told me that they were going to do some more work on the line and it should be fine in a couple of days, and they would ring back to confirm.
They didn't ring back, and when i rang them, they told me the fault had been closed as the engineer reported it was all working OK. Funny -I didn't speak to anyone, and no one came to the house to check, so he must be telepathic and wrong.
After a number of calls to the escalations team, they decided to send me a new livebox, with exactly the same fault - no surprise there, as the fault is at their end, as far as I can tell.
I finally got through to a 'floor manager' Michael Simpson on the Fault Management Team. After explaining that they had better sort it out quick or I was leaving, he said he would arrange for an engineer to call me yesterday afternoon. Of course, no-one rang, and when i tried to get through to him this morning, he is not in work until later today. how convenient for them. A message was left for him to call me as soon as he gets to work, so we will see if he does - I'm not holding my breath.
I had some new neighbours move in over the weekend, and speaking to them today, I found out he also has Orange 8Mbit Broadband, and his works just fine. His house is less than 10m from mine, and he is getting upwards of 6Mbit speeds.
Before I moved, I lived in Portsmouth and had a great service from Orange. The 2nd line was fantastic and the broadband was quick and reliable. So ideally I dont want to leave Orange, I just want to get it going.
So can anyone help me out with what to do next? I'm getting fed up and want them to fix the fault, not to just cut me off with no landline and no internet.
Also, does anyone have a direct number to get through to the UK escalations team, or the fault management team? I am fed up with having to talk to someone in India for 20 minutes before they say they can't transfer me to the escalations team. I have had to force them to transfer me 4 times, which is just terrible customer support.
I'm at my wits end - I'm very lucky that my other neighbour has Sky wireless broadband that he is very kindly letting me borrow till mine is sorted!
Any help, greatly appreciated!!
hi mate, read your post and you could of wrote it on my behalf. i to no connection for 5 weeks. it seems Orange changed my connection to LLU? they now have me connected but only at 400kbps. i to have a mobile phone contract with broadband. they want let me cancel my contract without paying them for the full 18 months.
I have been with Orange for 10 years but i will not renew again.
Orange tried to get hold of me over the weekend, and i spoke to someone on the fault management team this evening who said they are going to ring tomorrow when they hear from the engineers to arrange a time when they can come round.
They also told me that I am also on LLU and that Orange own the equipment. so why has it taken them so long to arrange sending out an engineer? useless b@stards!
I've not even bothered to ask about leaving the contract. I'm sure they will tell me exactly the same thing. they have us over a barrel.
So now I've been waiting for over a week for the 'engineers' to get back to me to arrange a time to visit. when i spoke to the escalations team yesterday, they said there was absolutely nothing they could do apart from email the escalations team. they also said they were going to call back today. they didn't.
How do i go about sending a complaint to Ofcom?
I think i'm going to have to cancel my direct debits and ditch them in favour of a different ISP and mobile provider. its just bloody ridiculus how bad they are at customer service - they are pleasant enough on the phone, but just can't get anything done, and never ring back.
Has anyone worked out a way to get through to the escalations team / fault management team / critical faults team without having to go through india?
Also, if I manage to get them to cancel my 'contract' with phone & 'broadband', how do i stand with my mobile (which is linked to with the 18 month contract for all Three services). And is there any way to get BT to take over the phone line contract.
Also, if I change to a different ISP am I going to have exactly the same fault when trying to get it working with them on the same line?
Joined: 09 Jan 2008Posts: 27Location: Bedfordshire
Having finally got rid of my Orange email account having left in Jan I can only sympathise with your current predicament.
Having exhausted all other avenues I wrote to:
Mr M Newnham
Vice President Orange Home
Orange Home PLC
Verulam Point
Station Way
St Albans
Hertfordshire
AL1 5HE
while he didn't have the courtesy to reply to one of his customers, my letter of complaint, allied to a complaint raised to ISPA did eventually generate a response from:
who to give credit where it's due eventually arranged a refund of my monthly connection fee for the time I was not connected and a refundof my call charges to the not very helpful customer support team.
I never got an engineer to call me, left Orange and got my new ISP to send out an engineer who identified the fault within 30 minutes and fixed it there and then, something Orange could not or would not do even after a month of daily calls and emails. Only 6 months until I can ditch my Orange mobile contract and be totally rid of them.
I'm guessing that you didn't manage to sever your mobile contract at the same time as you broadband contract then?
I'm thinking that seeing as they mandated that I extended my mobile contract by a further 18 months when signing up to the 18 month broadband contract, that they are both null and void if they didn't keep up half of the contract.
Any thoughts, or has anyone managed to leave both mobile and broadband half way through the contract? Or if I leave the contract if i will be able to keep my and my wife's mobile number (we are on the group contract so we get free calls between us)?
nhyder - I've spoken to the escalations team, fault management team, and critical faults team all in the UK, but I'm not sure where. None of them have managed to get my broadband working or send an engineer out in nearly 7 weeks now. Just saw my PM - I'll give that a go!
Does anyone have any way to get straight through to the UK teams without having to go to India, and spend 20 mins convincing some script reader that I'm not willing to wait a further 24 hours to see if it magically starts working?
Does anyone have any way to get straight through to the UK teams without having to go to India, and spend 20 mins convincing some script reader that I'm not willing to wait a further 24 hours to see if it magically starts working?
This worked for me : Tell them that the UK team is already dealing with the problem and further India team involvment would only cause confusion.
_________________ 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."
Does anyone have any way to get straight through to the UK teams without having to go to India, and spend 20 mins convincing some script reader that I'm not willing to wait a further 24 hours to see if it magically starts working?
This worked for me : Tell them that the UK team is already dealing with the problem and further India team involvment would only cause confusion.
I have used similar lines to that, as in: "i have been talking to the escalations team for the past 4 weeks, can you please put me through to them" only to be told by India that "no, I can see your records sir, and you have to wait 24 hours to see if the broadband is working before i can put you through."
To which i replied, no I am not prepared to wait another 24 hours, please put me through now! Eventually after being put on hold for 5 minutes, they put me through.
On a separate note - Orange just rang me back to say sorry for not calling yesterday - they had some extra work come in, and they were too overloaded to call me. Great customer service.
They did go on to say that they were still waiting for the engineers to get back to them with possible dates that the engineer can come out to my house, but that they would definitely hear back from them today, and would call me either tonight or tomorrow morning. We shall see, again, I'm not holding my breath!
It has only taken them a week and a half to get a possible date from an engineer. That's appalling customer service in anyone's book. how hard can it be to ring the engineers and say when can you get to this address to fix their broadband? I'm really starting to loose my tether with them now!
Qu'el surprise, Orange were not able to sort out an engineer to come and visit. The engineers needed some more information from me before they can come out to my house, and Orange had to ring me up to get it.
The information they required was:
-What version of windows I was using
-The date it started having faults
-My address
-How many BT sockets we have around the house
Now I'm not an engineer, but the answer to most of those questions will be on my records....
-What address am i at - what the hell??? Orange have that on their system, as the bloody well bill me every sodding month.
-What version of windows - not relevant as the problem is at their end somewhere, even I can tell that, and also probably on my details as the Indian technical support frequently ask me it.
-The date i started having the fault - also in the details on their system, and also not actually relevant.
-The phone socket question my have some relevance, but as far as I can tell, as the livebox can communicate with the server to some degree, surely the signal strength is not an issue? As it happens, I only have 1 BT socket connected, and a BT engineer put that it when I moved in.
When Orange finally rang me up on friday to ask me these questions, it was about 7:30pm, and it was too late to send the reply to the engineers. They only work till 5:30, and don't work on the weekends, so I have to wait until next week again until Orange call to back book an appointment with the engineers.
Its just absolutely mind boggling how incredibly inept and unconcerned Orange and their 'engineers' are. What the hell is wrong with them, surely they realise they are gonna loose business from their incredible stupidity and inability to get something fixed?
I've given them (in my mind) until the start of next week to get an engineer booked to visit. If not, I'm cancelling my direct debit and informing Ofcom, Watchdog, etc etc.
Can anyone suggest anything else they think i can do to get this resolved?
Also, if I change to another ISP, what are the chances of it not working either? Is this fault (whatever it may be) just restricted to Orange?
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if you can get a Rotherham or Middlesbrough contact then a result will almost certainly happen.
