We've set up our modem and the computer says it is now connected to Wifi (4 bars of reception) but we still can't get internet - just tells us there is 'limited or no connectivity'. We're not connecting to the network properly.
Has anyone else experienced this? What do we need to do to get online?
Thanks.
Hi there, I work for Orange and might be able to help.
Please send an email to customer.services@orange.co.uk, including your personal contact details and username from this site, and I will give you a call to discuss.
In order that your email is forwarded to me quickly, please add "Jonathan Orange Response" in the subject field and also in the first line of your mail.
Orange Broadband - an adventure. I have never had broadband before.....
I have been on the Internet since 1996; providers have been zoom.co.uk; Tesco.net; whsmith.net; v21.co.uk (a particularly good provider that was killed off by a mad purchase and gross mismangement) - I was then ditched into the hands of breathe.com, who followed the same route of too big too quick, offering all service except the required on, namely an internet provision. It was intermittent, yet there was masses of storage space online for heaven knows what, gradually the ISP became more of a joke than made any fun, offering lies upon lies about their problems, which were always described as being a problem with my line, or my modem, or my pc, or the drivers, anything except the fact that their servers were not working and were well below par - the fact that I could follow the route via a ping plotter seemed not to faze them in their total ignorance as to just what the internet was and how it worked, nor had they any comprehension as to just what a computer was and how any of the browsers worked. Eventually I searched for another, and found 'fast4' ... it was later in the week that I discovered that they were one and the same people. Gradually the service got worse and the lies increased until I could take it no more. Filled with endless tales of broadband horrors and nightmares, it was my only option. Speed to me was an unimportant factor, reliablity and no hassle is an important issue. I therefore walked into the outlet in Market Jew Street for Orange, purely on offchance and having been advised it was reliable. So many others were laden with either cost or problems that I did not want to face. I just want a connection that works, nothing fancy. After 13 years at 44 kb/sec ... matter do uh?
Stage 1: Forms completed in the shop on their console, which incidentally was dead for an hour just before I arrived, with no queries possible. Ordered 2pm 5th September 2009; the delivery of the router was estimated to be in 10 working days (whatever they are).
Stage 2: It actually arrived on the 16th September at 1330 ... but hang on a minute, the white van driver came to the door, with a package sequestered under his arm, for which I was asked to sign. Such as one can with a stick on a plastic spring on a sensor box, that I duly did, and off he waltzed with a sweeping pass of the package. I looked at the package and wondered why it felt like a lady's cardigan? By now he was entering his van up the road, I realised the label did not read my name, unless I had been changed by some evil operation overnight, as he revved the engine, I managed to waylay his window with the package and shouted to him, just who was this addressed to? Oh Sorry Mate, I picked up the wrong one. Another waving of the plastic stick was requested.
Stage 3: Open the box (I'll take the money!!).... Curious .. why are there two filters? Ah well, then there are the grossly simplistic instructions. However, the letter leaves a great deal to be desired in compensation. Password? What password, Sent to your email, but, hang on a minute if I need a password to get the connection to the router, how do I see the email in which there is the magic password???? And... what is this, 50 pence a minute call charges for service queries, for a product which is not even online yet?? I do not think so. Oh yes, phone us as long as you like at that price, we are quids in thank you.
Stage 3a... a walk to the shop, a query, the young lady was most concerned and offered that I could use the shop phone to make contact; I thought that I would give it another go later. The contact was noted, as they were unaware that it costs 50 pence per minute to phone Orange to get advice as to how to make the first broadband connection.
Stage 3b; yes indeed the DSL came on that evening ... so I set it all up, and lo and behold, for there was the sign in the Sky of the need for a Password, the mystery password. This is getting more intelligent by the minute. It would have been decidedly better if the software was better written and presented in order that a clear picture of what was happening was being presented. I wrote better displays than that on the old 64k computers, with screen memory switching.
Stage 4: Try Online via my old steam dial up ... the site is raised with no problems, and loook!!! Orange offers advice by email form ... so it takes up to 48 hours for a reply. Wassa probs? Some places do not even reply. And it does not cost 50 pence per minute. Why did the shop not know that?
In the meantime, I have sent a realtime email, with my queries and concerns, which is all I wanted to do ... why can't I just Talk to someOne?
So, the Saga conitinues .. awaiting the Oracle of Orange ....
Stage 5:
After two days of no reply from Orange, the space is vast. The impending cut off by fast4 prompts me to take more decisive action. Besides the letter to Gary Hagen, another letter to the local manager. Setting out everything and some opinions of the odd nature of sending an email which cannot be read. He is extremely understanding and helpful; I would advise anyone not to be afraid of asking in the outlet, after all, if there is something missing the product is not 'Fit for Purpose'. I was missing a password for my account and for the router. It transpires that the account password was a security word for contact with Orange - why was I not told that before? Second advice then is to get a copy of the paperwork before you leave the shop, ensure everything is explained, instead of the assistant haring off on some pretext to disappear in the great vortex. The manager at Orange was very helpful and explained a great deal, carefully. I felt quite rewarded, and went home to make a start on the connection. ....
The letter? it included the statement that if I did not receive the precise passwords etc, then the equipment would be handed back to them and payments stopped. I gave a deadline. That is advice I would give anyone in similar circumstances with any failed equipment or services.
Stage 6:
The security Code that was prompted on my first attemps?? It was a code printed on the box ... like I was going to work that out - she apologised. Second series of attempts ... endless loops of disconnecting and attempts. No re-appearance of the request for a security code. I am continually told by this mindless software that there continues to be a problem in connecting to the router. I then eventually get told that I can try it manually - why in the name of all that is holy was I not instraucted about that at first? The router's 'home page' is at http://192.168.1.1 After discovering all was as it should be input wise, the diagnosis was returned the router not connected and the ADSL lead was unplugged, which it was not; So, on top of the confusion over passwords, there is an issue about the ADSL lead; a)the lead may not be properly made; b) the connector(s) may not be well made; c)the sockets may not be well made. I have tried the socket on the PC without failure, previously; I also note the plugs do not fit the sockets tightly, there being considerable movement allowed. It was also discovered in the manual set up for the router that the initial password is 'admin'. The second dialogue box requiring username and own password. I now get the information that the online light should be solid, but that only happens if the username and password have been correctly entered - which they have been; couple this with the diagniosis of an unplugged ADSL lead, and there we have another problem. I also attempt the connection via the laptop, with a similar result. It would appear the equipment is duff to start with. Wonderful thing Command Mode sending a four packet ping to the router results in no connection message. I feel another letter coming on, maybe more ...
Stage 7:
Well, it is now clear that ADSL is present (as indicated on the Orange supplied router), with a ping packet sent, communication with the router was intermittent as resulted in the presence of the router page and its response to some input. The connectors for the RD47 were extremely loose fitting, it was also reported by the router software that the lead was not connected and that the equipment was not present, in the end I took it back to the shop ... more on that later. This is fun.
Stage 7a:
In the same post I received a letter from Orange - from a Kelly Wilson. Plenty of apologies and platitudes. A suggestion I should telephone another number - this time quoted at 4.89 pence per hour!!!
I have since found this same number on Orange website and it is actually charged at 4.89 pence per minute. There is now some considerable confusion about the contract and its links with landline and/or mobile phone; I did not want a mobile Orange, nor for Orange to handle my landline account - a point made clear at application. I am on BT Basic. They are adamant that I have an Orange mobile phone, which I do not.
'I hope the above information has been of assistance' - yes it has it; has convinced me that despite my years I have more knowledge, understanding and more clarity than the staff at Orange.
Stage 8:
It was at that point that I packed it all up and took it to the local shop, with an instruction that it had to go back to Orange as it was faulty, not Fit For Purpose.
It was also obvious with the plethora of telephone numbers at differing rates that some clarity was required. Bankruptcy could so easily follow at this rate. I actually told the manager that the account was closed as far as I was concerned, since the product was not forthcoming from Orange.
The manager was nonplussed as he had no remit for this, neither had he the machinery in place to do such a thing. But he accepted under the principal that he was manager of an outlet that handled my order and its sale.
Stage 9:
On the evening of the 8th October at 17:41 I was telephoned by Orange [ on 08004045004] and, after initial enquiries made by the person representing Orange, in which I explained the current situation, I was passed over to Grace of Customer Relations when I further explained that the equipment was not working and that I had not yet been connected and that in view of the apparent situation I had lodged the Siemens router package with Mr Mars for return to Orange; it was then explained to me by Grace that I should make a telephone call to Orange engineers, with the equipment in my house; upon my comments regarding cost of that call and the effect on me, let alone my protest as to expense in relation to non-working equipment, I was then informed that any cost made in telephone to the service engineer in order to get that equipment diagnosed would be refunded to myself. None of this was advised at the time of application for connection. I was further advised to make such call using the number advised in the letter of Kelly Wilson being 0844 8738586 which is charged at 4.86 pence per hour (sic). This as I say I have found to be 4.86 per minute. Why was I not told this before? Simple - this appears to me to be a vast money making exercise on top of the provision of broadband and mobile service, lots of money to be earned on service phone calls.
Stage 9a:
That letter refers directly to the mobile phone account, which I do not have nor want nor have ordered. ‘Your package is in conjunction with your Orange mobile and there is no subscription fee for the broadband part of your package’ The letter also refers to the use of the landline, which is not used by myself, except in extreme emergency – I use the written word, not the phone.
Grace has offered apologies for the difficulties in the router and in the fact that there are failings in information so far been given, and has expressed the desire to attempt to make the broadband connection complete.
In view of the contact and explanation by Grace, I agreed to continue with the process, in the hope of a sensible completion.
It must be mentioned that despite the fact that I had informed Orange that I had no internet connection I was being sent communications by them by email to my inaccessible Orange email account, with no copies by post. They chose to ignore two of my earlier web-based enquiries.
Grace had protested that “we are a large company” and “we do not do things this way”, as if Orange was able to re-write Customer Rights or reasonable actions, excusing poor documentation, misinformation and the rest. If an outlet sells equipment that is observed to be Not Fit for Purpose, it goes back to that outlet.
One of the messages I received was from Mark Dye of Orange support. Remember this reply took from the 19th September until the 23rd September to be answered. This was after the date notified to them of my no longer having internet access. He now suggests that my contract will be for £19.97 because I do not have an Orange mobile phone. I am able to look at the page on the web offering alternatives and the packages. However, on checking the specific page, the site informs me that there is already a service on that line and that I cannot view the alternative packages.
Stage 10:
On the morning of 9th October 2009, It was found that the Router Pack had been returned to Orange by Mr Mars, at my request, an action that pleased me greatly.
Having now spoken to two experts (a specialist computer operator and systems constructor, and a professional computer technician of long standing), I have had confirmation that the symptoms and error messages (device not present/not connected) represent a failure in the Siemens package supplied.
As it is, my friendly neighbourhood qualified expert in internet and computers - came to my house and set up a router pack from his own stock - I am still awaiting a response from Orange. It is all operational with no difficulties; all of which confirms there were problems with the router pack supplied by Orange. I add that the RD47 has tight connector ends into router and PC, router boot up is twice as fast as that supplied by Orange.
In closing (for now) I have discovered that port 25 and others are blocked allowing outgoing mails to be handled by Orange only. This was done without notification.
Surely it is illegal to block ports in this manner without any prior notice set out in the agreement from the outset? I have had no official statement that this is what they are doing, but it is obvious from experimentation with SMTP/POP3 settings on OE and the outcome that I cannot send via my reliable and trusted email provider, but I can by the Orange provider. They are also blocking port 26, by the way.
This is so far an endless catalogue of the inability to communicate and to get information to the user that is correct and in agreement with other members of the organisation. It displays the inability of staff to read and understand letters and/or emails. Myself the speed of transfer of data (provided it is faster than 56k dial up) is insignificant, provided I get the feeling that I am dealing with a specie than can be qualified by the description 'intelligent human being'
A shorter post would have been less arduous.....I needed a saline and glucose drip well before the end.
The length of your post is only surpassed by the spam adverts that regularly creep into this forum
If you look on this forum many threads say exactly what you have said but have used far fewer words.
On here we all know that Orange aren't anywhere near the best ISP and this has been well documented in the IT press and on TV over the last 3 years at least, if not longer.
At the age of 68 I have not yet reached the stage of boredom with life nor acquired the need to complain about completeness of recount. I have a great deal of work ongoing and have not had the time to explore every avenue of the forum to eliminate sections of my personal experience in the last month or so from my report. I am sorry to have offended your sense of the need for brevity - a need which I have always found in my work to be a factor which is ill advised.
Point taken - but as far as I was concerned this is an exercise in recording a new experience for myself, listing the extent of inadequacies met; I am not the only one for whom this is a new venture and I was hoping something could be learned from this - on all sides. Grace of Orange said to me .. 'this is all a very complex business' .... let her try architectural consultancy for a couple of weeks!!
I was hoping something could be learned from this - on all sides. Grace of <a href="http://www.paccodes.co.uk" target="PAC">Orange</a> said to me .. 'this is all a very complex business'
The problems that you described have existed certainly since Orange took over but probably since the Wanadoo days.
Yes it is a complex business but unfortunately Orange (a) have not grasped how to solve problems and (b) when the solutions are found, they somehow allow the same problems to reoccur
If you go back to the first threads in this forum you will find very similar threads posted in 2009.
I can see that now but until a month ago I had not followed such things at all. All I knew about wanadoo/freeserve was the extensions on the email addresses I received. It appears that this situation is quite common throughout all providers. It is a common failing of modern business - the client does not matter, no attention to detail, anything will do. Backed by a very weak education base, a dangerous concoction, the only person to suffer is the user.
The problem is that the majority of users want the fastest, cheapest connection and assume that it will be reliable.
ISPs such as Orange try to give them exactly that.
Unfortunately the users get one of the requirements but rarely the other two because the ISP cuts their costs to the bone eg offshore call centres who (possibly because of language differences) either fail to grasp the problem or fail to understand the training or receive little training.
It's not just Orange, even BT have fallen deep into the trap.
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