Since laste Wednesday, we have been unable to access then internet. We use a Speedtouch 330 usb modem (have done for yreras with a single problem). We are receiving error message 0691: User name or password not recognised o the domain. After several calls to Orange Tech support who insist that we are entering an incorrect username or password (we are not), we are no further forward. They advised to uninstall and reinstall the modem driver which I have done - to no effect. And I have had it independently varified that the modem is not at fault
I'm at my wits end, it's like having a recurring nightmare that I can't wake up from! Any ideas please?
Hi Paul, the very same thing has happend to me on the exact same day, the tech supp useless, they now tell me to wait 7 day whilst they run some tests, as I was sick and tired of going trough the same old checks every time I call the helpline, all I can do is wait...
Sorry to hear that your'e having the same pain but reassuring to know that I'm not alone! Seven days? I could have sworn that they told me they would monitor for 6 hours - I've been expecting a call back today with the results! I'd be interested to hear if and when you get it resolved and I'll keep you updated also on any 'progress' with my situation.
I work for Orange and would like to offer help to you both.
If you can email your landline numbers/broadband account numbers and best contact numbers to customer.services@orange.co.uk, I'll give you a ring to discuss.
So I can pick up your mails quickly, please add 'Jonathan Orange Response' in the first line.
I'm won't be available at my PC until 6pm. Also, I'm not sure what my broadband account number is. Where would I find this information? I have my username(?)
Hello Paul C, on Friday as instructed by Orange Tech support, (Joke) I tried to connect to my broadband, and Yes! you've guessed it NO Bloody Connection. After waiting a week as I was told (and promised) I would have my connection back, so 33mins to tech support, same old tests, no joy, Then told someone from major problems dept. will contact me befroe 9pm, 9;30 no call, so another call by me another 43 mins only to be told this time by the major problems centre, to wait another 72 hours and give them a call on Monday, NO CHANCE, straight away, contacted Orange cust. service requested MAC code, wrote a letter to Orange telling them how pathetic and useless the tech guys are 12 days still no connection, and am moving my provider ASAP. So Paul hope you have more luck than me, I will keep a look out on here to see how you go with Orange..
On Thursday 19th I called the Tech team on 3 occasions having been cut off once. They promised me that they would get the 'Fault' team to call me back within 3 hours. I waited until 23:45 - no call back, so I called the number again only to find that the 'service' closes at 23:00.
I called the customer support team the following day who were not able to help me with what I should do next. Immediately after this call, I called the Tech team again and they said that they will escalate it to the 'Escalation' team which will take 5 days. They confirmed that the problem is definitely connected to a Global problem that occurred about the same time that we lost our internet connection where a number of usernames/passwords were (inadvertently?) shut down. I asked them over a week ago at the very start of the problem if this was the reason and they said no! So now I am back to square one, having wasted a lot of time, received no broadband service, no customer support and now having to wait a further 5 days.
After an email telling them that I have stopped my Direct Debit payment and complained to Ofcom qand Watchdog, I now have a dedicated ‘Case’ handler from the UK working on my problem. She advised me that a number of broadband accounts had been removed from the server but that they thought they had reinstated them. I am now awaiting a Siemens router from Orange and they are also checking the BT exchange. Either way they have promised it will be sorted out within 5 working days.
I did check out PlusNet as an alternative provider and there prices and service look good – live chat, UK support etc.
Hi Paul C,
Just got back from lunch at work, visited o2 (now Sky) bought a wireless router, half price £15-00, upto 20mb (my BT line tested at 16.8mb) download speed, and connection in 7 to 10 days, as a o2 (now Sky) mobile user pay nothing for 6 months YES 6 months then only £9.79 pm there after this is on a premium package aswell. I will cancel my direct debit this afternoon aswell, good luck Phil.
Since laste Wednesday, we have been unable to access then internet. We use a Speedtouch 330 usb modem (have done for yreras with a single problem). We are receiving error message 0691: User name or password not recognised o the domain. After several calls to <a href="http://www.paccodes.co.uk" target="PAC">Orange</a> Tech support who insist that we are entering an incorrect username or password (we are not), we are no further forward. They advised to uninstall and reinstall the modem driver which I have done - to no effect. And I have had it independently varified that the modem is not at fault
I'm at my wits end, it's like having a recurring nightmare that I can't wake up from! Any ideas please?
Hi,
If this issue is sorted out for u well and good..just keep this in mind. If you get error 691(invalid username n pwd) then ensure that ur username and pwd is being entered correctly. try making a new manual connection(that usually helps) but most important of all... if nothng works then try the BT test login (only if u r on Ipstream network, not LLU, u can check this with ur isp) so what u do is. Enter bt_test_user@fs in the username box and make sure that password box is empty.
Why do this?? simple if it works then isssue is with Orange servers/database. if the test login itself fails then issue is from the exchange itself which will need a line test request by Orange... Ciao
Thanks for the advice. If I follow your suggestion, how would I know if it has been successful or not? What would I expect to see?
Thanks again
Paul C
Hi,
After trying BT test login if you receive an error message, then the problem is with the line. which means u would need to call Orange for a line test. If it shows that you are connected to the internet (you will only get access to BT website,nothing else) then u know the issue is not the line but the ISP who are having issues with either ur username or password... and they would need to escalate internally.
This morning I got this error too, out of the blue after years of trouble free (?!) freeserve, wanadoo and now Orange connection - so of course thought - it can't be me!
I tried to connect several times - no luck - then thought if in doubt check all connections and as luck would have it after I unplugged the modem connection in the telephone socket and replugged it - all was ok. I then thought - my new young kittens who have been helping me at the pc may have dislodged it. No problems.
However I switched everything off, went to work and tried to connect again this eve. Same error. Again I tried unplugging it all., switiching pc on and off several times etc - still no joy. Well time to call help desk after 30 mins of head scratching. They say long wait to get to speak to someone - I thought I would give it 10 mins...after waiting for 7 mins I thought to alleviate the boredom I would try to connect again... Hey presto it connected ok!! So I hung up.
Now , of course, I have no idea what is causing this problem so thought I would check some message boards whilst I still have a connection in case it happens tomorrow. Seems like phoning the help desk is a waste of time from what you guys say!
I just wanted to give hope to anyone else who thinks they may be 'net less' for several days that it may be worth continually trying 'just in case'!
If this problem does continue I may change provider as I am now out of contract and had been looking around but didn't want the hassle...but hey, having no connection is a hassle too!
I have just had a very pointless conversation with Orange about the fact that while my Windows XP PC cannot connect, giving the user name/password error, my Windows Vista laptop connects without any problems. Why would I need a line check for that?
I really don't think they know what they are talking about
_________________ Sometimes you need to test the water with both feet
I finally had the problem solved by Orange, or so I thought.
I was instructed to go to my network connections, right click on the speedtouch connection, select properties /networking/ settings. I was then told to remove the ticks from 'enable LCP extension' & 'Negotiate multilink for single link connections'. Hooray! I could get back on the internet! However, it was horrendously slow. I suppose some internet is better than none, but this isn't the service I am paying for.
I'm really disappointed with Orange on this one. I've been a customer for about 10 years now and used to sing Orange praises. Having not altered anything that I use i.e username, password, pc or operating system I do not understand why I should have been having the connection issues that I have had over the past few months.
I'm moving house soon and Orange are going to have to sing a very good tune to convince me to stay with them!
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