Hi all,
I'm suffering PPP Server Down since 18-Sep (on the Radcliffe exchange). Anyone else in M26 post code on here???
I'm on my second Livebox now, and I still have the same problem but so far the TS hasn't been too awful (I'd score them 5/10). I've only had the one "fob off" and hang up...Basically my own fault for suggesting that the advice to run the Livebox setup CD was *guaranteed* to cure the problem, was probably not correct!! It wasn't, what a surprise.
The only thing it was guaranteed to do was hijack my IE homepage, install a toolbar I didn't want or request and brand my IE to be "Provided by Orange UK"....which it wasn't!
My latest call to TS (Mark) wasn't too productive really but at least he was helpful and didn't treat me like a f2ckwit! But I'm waiting for another line test (and then my call back) to see what happens next. So far all my line tests have come back no fault found. He did suggest I try to sign in using @bb4.freeserve.co.uk (or bb1, bb2, bb3) instead of simply "@fs" at the end of my user name, so I'll try that tonight.
During the call though I asked if PPP server down was common fault at the moment, either in M26, Manchester or just generally, and I was told that PPP server down problems were a "big issue" for them currently. So I was wondering what other nuggets of info anyone else around here had managed to winkle out of them that might point to problems at exchanges that aren't being detected, or Orange server/software problems etc...
The M26 area (Radcliffe) has been on the PPP server fail list for quite some time now. BT broadband had listed this problem on their service status page for about one month. Now, mysteriously, it is missing although the problem still exists. PPP link down and error 721 or 734 indicate an outage - possibly at the BT exchange. Ask for a refund and if you want, then cancel and take a MAC code
Sounds like they're telling you to get a new ISP. Why put up with this rubbish from any company? It seems we only hesitate when it comes to changing banks and broadband.
Tell them you know the problem and the problem is them and move to an adult ISP as soon as possible.
Good luck.
m8 what Orange are doinging is criminal. To all of the innocent people who think the PPP SEVER DOWN is your fault your wrong. ITS ALL THEIR FAULT. I'm still not rid of them!! I HAD ONE INDIVIDUAL LIE TO ME WHILE I WAS ON THE PHONE FOR 1HOUR I REALLY HOPE HE DIES. I really wish I'll be one of those lucky people who can post here I'm free!!! Best of advice is to phone them up and demand a cancellation coz they will NEVER fix that PPP SERVER DOWN CRAP.
Remember when you ring them up rip them from their crappy contract. My adice is to go with IDNET the best thing is their is a ONE month contract unlike these evil bas***ds
I had this problem and had this sorted in two weeks using the following method.
Many others are waiting up to six months to sort it out (Basically, ending up with the same outcome as me where Orange won't be able to do anything for them, so they have to clear the line and sign up with another broadband provider), but the key is to be persistant. Go to the ISPA homepage, and file a complaint. If they ain't sorted it out five days later, file a second complaint.
Keep phoning them until they say they have to send an FSB report off to headquarters. An FSB report to headquarters basically means that they have no clue and will most likely at the point allow you to cancel.
Most people who have the error message PPP Server Down don't manage to get it fixed, so your best bet is to get out ASAP. It's a problem with the Orange servers, and a lot of people get this problem, for which there is currently no fix.
Apart from I did above, I sent a letter to Orange customer care explaining that I have a lot of respect for Orange, and to please not destroy that respect by not allowing me to migrate and having me wait weeks to get it fixed, since Orange know they have no way to fix it.
Problem started on 31st August. They agreed to clear my line on 19th September. Also gave me £140 compensation for inconvenience.
Thus, my trust in Orange has been restored. I fully intend to return to Orange once these problems have been sorted out since they acknowledged the fact it was their fault, and compensated me for wasted time. I love you Orange!
Glad you love them......sadly the truth for many others is not as transparent. If they were really lovable this forum would not exist. Too bad the majority of their miserable, lied to, stolen from customers are not as well treated you you seem to be....amazing!
Keep phoning them until they say they have to send an FSB report off to headquarters. An FSB report to headquarters basically means that they have no clue and will most likely at the point allow you to cancel.
You probably mean FSD, having to send something off to them is never really a good thing. Usually it means there's a problem with the fault system which needs their attention before work can continue on trying to fix the actual problem.
Cheers everyone for your input, from all the other posts about PPP server down it does appear to be a serious problem for which the only solution seems to jump ship. I am definitely seeking out a new ISP but how confident can I be that switching will cure the problem. I know Radcliffe isn't LLU so if the fault lies with BT rather than Orange infrastructure, switching might not save the day. Although I suppose a decent ISP will at least work with BT to resolve the problem.
Just to update then, logging in as @bb4.freeserve.co.uk (or bb1/2/3) didn't make a difference...what a surprise I hear you say!
And don't bother with a MAC code - other suppliers can't use them if your problem is on an LLU (shared) line. You have to cancel completely and wait 10 days.
My Wanadoo/Orange service disappeared on 1 August never to reappear.
I cancelled my account in mid September, it took 10 days for the marker to be removed from the line then a further 7 days for my new supplier to connect. So in all I was without broadband for about 8 weeks - apparently due to Orange's 'speed upgrade' to their LLU lines (the ones they 'share' with BT?) which resulted in a meltdown because the lines weren't up to it.
What happened in between is far too lengthy and painful to recount in detail, in summary I had to jump through many hoops testing my connection settings, hardware connections and software, before they started on the infamous 'line check' (YOU call US back in 4 / 24 / 48 hours... when we will tell you there is no fault detected on your line. javascript:emoticon(''))
After many happy hours spent on the above, they eventually gave up on me and said that the problem had to be with my equipment (goodness, how desperately unlucky for two different modems and two computers to all fail simultaneously...???), and that they couldn't help me further until I had summoned a 'local technician' AT MY OWN EXPENSE to check my equipment.
At this stage I said 'enough is enough' and called for a MAC code. I was put through to someone who claimed to be 'senior in technical services' who apologised for the problems I had experienced and said that the problems must be to do with my 'poor old modem' (which they had supplied) which could no longer cope with the super upgraded speed I was supposed to be experiencing on my line.
A Livebox duly arrived.. and didn't work. More calls ensued, until I relayed the sad news to my super technical adviser that the message was 'PPP Server Down'. The tone of his voice audibly changed and he said that unfortunately he couldn't help, the problem was on the line, I'd be put on a VIP list to have the problem sorted ASAP and he'd call back in a couple of days. This went on for a couple of weeks, until eventually I was told that the so-called VIP list only gets any action if enough people complain - BUT, today was my lucky day as the list was getting quite long now...
I called again for a MAC code and again got put through to a man from 'super customer services' to persuade me to stay. He said that he was confident that the service would return "very soon". "When?" I said. He didn't know, other than that it would be very soon. I asked how this would be different to all the other times - he didn't know but was still confident.
Eventually I got a MAC code (after several days' delay, possibly due to queues of people requesting them?), only to find that BT nor any other supplier could use the MAC code as the problem was on an LLU line. The only way to change supplier was to cancel the (ha) service, wait 10 days for the marker to be removed, then wait another 7 for the new supplier to connect you.
So that is what I did.
Words cannot describe the frustration and feelings of utter helplessness this process engendered. Not to mention the lost hours, phone bills, inconvenience, trips into town to use an internet cafe...
You can't complain to anyone on the phone, you have to write to head office just to reclaim the cost of the phone calls to 'customer service'. I have felt too wrung out from the whole process to do anything about it until I discovered this site today. So I haven't had any compensation other than a refund of my August fee.
I don't blame the poor people who answer the phone. I'd hate to have their jobs. They obviously work within a system of deep incompetence. Orange doesn't deserve customers - well they don't have me any more. And I'll be spreading the word as best I can.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Hi
Sorry to hear about your too familiar problems with the farce that is Orange i hope ur new provider is much better, there are a few ISP's that accept LLU MACs but sadly the LLU operators don't give out this information and they know full well which ISP's accept them its disgraceful.
Regards
_________________ ex Freeserve/Wanadoo/Orange Blog
I managed to persuade Orange to move me back to IPStream so I can be supplied a MAC code - they couldn't fix my problem and I've been offline since early July (as well as March to June).
It's been nearly a month and my ADSL line became live at 2Mb today. I still can't connect though to Orange (PPP problems - still!!!!!).
Several developments to update this thread with really.
On Fri 6-Oct, I had to chase Orange TS again to see what progress had be made following my ISPA complaint (on the 3rd). Actually spoke to someone quite helpful (try 0870 220 2002 to avoid the Calcutta call centre) who agreed that my set up was fine, and as an additional Livebox had made no difference then the problem was line/exchange related so would escalate to BT (had kind of heard that before but hey ho).
Sunday evening(!) I got a call from Orange to see if I was still having the connection problem. Didn't seem surprised that I was. But, this was the call to say it was going to BT. Unfortunately no idea of when it might get actioned but it seemed like progress to me. I got in from work last night (11th) to see the old @ light, nice and stable. Holy cow, I thought there must be a problem with the LED!! In fact, no more PPP server down. I was connected and had download rate 6080Kbs and upload 288 (I think).
I then checked the evening post and there was a letter from Orange! The day before I had contacted Orange to get a PAC code for my mobile so was expecting something. But this was actually a letter from Orange BB customer relations specialist (no less!!!!), in response to my ISPA complaint...Part of it states...
"We recently upgraded your Broadband service to our new next generation network to be able to provide you with a better service in the future. We experienced technical difficulties when doing this, which resulted in the connection difficulties you are currently experiencing. Our TS department escalated your details to the Faults Management Team on 6 Oct. I have re-escalated your details to our engineers and will personally monitor the fault to ensure it is progressed and resolved as soon as possible."
"In light of the above connection issues, I would like to credit your account with £54 to cover the subscription charges we have debited whilst unable to use the service and the inconvenience caused."
Fingers crossed that's this whole mess sorted, and they are getting a grip on the technical difficulties that screwed things up.
For anyone still out there suffering, if you have not already submitted an ISPA complaint then do so ASAP! Also, don't deal with the off-shore support, use the above number for TS, it seems to head up to the North East. And always push for escalation to BT if you are sure it's a line/exchange issue, and ask them what the next step that they will be taking (once that latest line test comes back all clear!).
Well, that seemed to help me.
Good luck, and Orange, you are still on probation with this one! But I'll have that 54 quid...
I got my pppserver down problem sorted after 9-weeks,
I live in Bolton not far from Radcliffe (I deliver pizzas there tho) and yes they are on LLU I had to demand LLU removal and a return to ipstreaming, my line was completely cleared and tinternet back on within 2 weeks, seems i am set up as a new connection (I wonder if they will want the old livebox back hmmm), so my voip line is still out and back down to 1.1Mb (Orange claim the llu was only installed 3 weeks after my line went down so the 7.6Mb I was getting was thru ipstreaming, so why bother connecting up to the LLU). here we go again talking to some gibbering idiot who cannot speak clear English to get the voip back on god help me.
I also notice that my connection at 1.1Mb behaves more like dial up it is intolerably slow and I struggle to download anything faster than 24kbps, in fact i'm lucky to brak 16Mbps mostly.
the most annoying thig when phoning Orange broadband support is when they say there is a queue as many people have broadband issues, please visit the website .... AAARRRRGGHHH micky take, as you e-mail them and they tell you to phone up.
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum
'))
