Can anyone assist me in the so far futile attempt to get my Orange broadband functioning - It has supposedly been 'active' since the 8th of december but despite having spent 7 hours in the last Three days talking to a man called Neville in the Bristol Technical Support department, I am still unable to get any kind of internet, fast, slow, ethernet or wireless.
I originally was sent a livebox for free 8 meg wireless because of my high mobile tarfiff in October but I didn't get around to connecting it as I was moving in November -
Called them and tried to move house and set up but was told by Waseem that it would be quicker to disconnect and re-connect that get in the queue for house moving - Three weeks delay and then the 10 day 'connection pending' period rubbish. So I cancelled my free contract and then immediately re-connected at the new address.
Idiot Waseem failed to realise that the 'free livebox for free 8 meg wireless' offer had expired the previous week so I was then also sent a Speedtouch 330 ADSL modem that connects via USB, with the promise of a free upgrade BACK to the tariff I was on before Waseem took me off it in January when the offer is back on, ironically to save me a long wait!!!!
I now have both at home and yet am unable to make either work.
With both Modems it eventually tells me that there is an error 721 "The remote computer did not respond" regardless of which one I use.
I have spent HOURS on the phone to 11 different people who have told me different things - one told me to deinstall the norton anti-virus, which I did, only to be told by the call handler I was passed onto that I should NEVER have done that. My Firewall has also been disconnected or whatever it is.
I have rebooted, rerouted and reach the end of my tether.
However I am reluctant to go elsewhere and pay when I was 'given' it for free!
Please can someone suggest a solution to this error 721?
I have tried it on two laptops and the same each time, although I had more luck with the Toshiba than the Sony VAIO, which wouldn't install past step 4 on Modem Installtion CD -
When the Found New Hareware Wizard came up on my machine the Customer Support fool(!) said "Oh well that shouldn't happen, I don't know, maybe we should send you a new installation CD..." aRRRGGGHHHH. REALLY?
It seems to be a problem at their end as my line has been tested twice and is fine, the laptop was connected to internet at my mums at xmas and I have followed all the step-by-step advise on their troubleshooting page.
Neville the non-technical techie at the Orange Bristol office suggested either another line check or maybe a new installation disc and I am starting to think that he is taking the p**s!
Lies, misinformation, incompetence and it seems no other department to esculate the problem to.
Please help me solve 721 nightmare!
What shall I say when I call them back, I am afraid that they are just reading off a crib sheet and have no tech knowledge at all.
What do I do?
Thank you!!!
Please can someone suggest a solution to this error 721?
I have tried it on two laptops and the same each time, although I had more luck with the Toshiba than the Sony VAIO, which wouldn't install past step 4 on Modem Installtion CD -
When the Found New Hareware Wizard came up on my machine the Customer Support fool(!) said "Oh well that shouldn't happen, I don't know, maybe we should send you a new installation CD..." aRRRGGGHHHH. REALLY?
Lies, misinformation, incompetence and it seems no other department to esculate the problem to.
Please help me solve 721 nightmare!
What shall I say when I call them back, I am afraid that they are just reading off a crib sheet and have no tech knowledge at all.
What do I do?
Thank you!!!
I had an error 721 for 7 weeks, it was eventually fixed but only after I made numerous complaints to customer services and then requested a MAC code. TBH I don't really think either of these things actually made a difference, the customer service people really didn't sound like they cared. I still don't know what the problem was, I asked but they didn't know either.
As for the Install CD, I also had the problem of it not going past stage 4. The advisor kept me on the phone for 20 minutes, uninstalling then reinstalling, restart, disconnect everything, everything you could think of, before saying that he couldn't help any further and that I should download the latest software from the Speedtouch site (still didn't work though). Later I tried the Orange CD again, this time directing the New Hardware Wizard to the correct folder (it initially looked on the CD for the software but could not find it).
Orange did sort out my problem after about 7 weeks (despite first telling me it would be fixed within 48 hours) but I've still moved to another provider, I couldn't bear the thought of having to speak to another braindead operator.
Error 721 tends to be a problem at the ISP . Messing about with hardware your end wont fix it . The line would appear to be ok as it has sync'd up fine .
I cant speak about the error you are receiving but the installation CD I also had problems with...
I didn’t actually get a fix for it, I just kept trying it again and again, each time it would skip different stages, or at time not let me continue. Nonetheless finally after about 30 minutes, it installed.
Error 721 tends to be a problem at the ISP . Messing about with hardware your end wont fix it . The line would appear to be ok as it has sync'd up fine .
UPDATE! I spoke to Neville in Bristol again last night and he is, I quote, "baffled".
Reassuring for the tech guy!
He tried changing the username to BT_test_bt...something..?! and confimed that it was definately not a problem with my username as suspected.
The Connection Progress window says over and over and over again 'Verifying username and password' before error 721 'The remote computer not responding' which led me to believe (due to my technical ignorance) that someone had b*ggered up my account settings with the wrong password.
Turns out not to be the case - it is a problem their end, which for a long long time they vehermently denied.
I am not sure whether to be relieved that it is not a problem in my hallway, socket, laptop or my head BUT I am now very very alarmed that they need to do ANOTHER line check to establish where the fault is - even though the line check two days ago came back fine!!!!
Is this rubbish just to buy some time?
Same problem for 6 weeks, two line tests in that time are fine, have exhausted all other diagnostic avenues so "lets do another line check", or will this really solve the problem?!!!
Is the problem at the exchange in India?! I have yet to speak to India like many others on this site, is this a good or bad sign?
Well 721 errors can be caused by settings, bad drivers, setup issues but the majority of the time it's usually down to something at the exchange.
The previous tests coming back as ok depend on exactly what they were entered as. If put through as a wrong reason the system looks at the logs, spots the reason as being wrong and just says everything's ok without checking further. Hopefully the new test will show there is a fault and get it investigated properly.
If you're calling support through the short mobile number then you usually get put through to one of the UK centers (convergence) where as the main 0870 numbers randomly pass the call to whichever center is available, UK or India.
The first time that I actually got through to the UK call centre I mentioned that I was a bit tired of the scripted response I got from the Indian centre. I was assured that I should only have to deal with the Indian call centre about 1 in every calls as most calls on the 0870 number went to the UK centre. What a load of rubbish, I would estimate that 90% (maybe more) of my calls went to India no matter what time of day or night that I phoned.
My most frustating call was the last one I made to customer services. I waited 15 minutes before spaeking to someone (9.30pm) but in the background could hear 2 people talking and laughing to each other, no other operators. While I realize that people are entitlted to breaks (if they were on a break) surely they must realize how irritating this must be to people who've been waiting for ages to get through, they could at least do it away from the phones. And if, as I suspect, there were only 3 operators on duty would it not be a good idea to have their breaks seperatley?
Naturally, the operator couldn't help me and said I'd have to speak to tech support. i insisted on speaking to someone at the UK call centre, waited a further 20 minute then gave up.
Jess, it took them 7 weeks to fix my line (if it was even faulty in the first place) and that was after diagnosing a line fault 2 days after I initially contacted them so I'm sorry to say that you're probably at the stage that I was at when my problems began. From what I've read on this forum, 7 weeks is pretty good going by Orange's standards so I wouldn't hold my breath if I were you mate, though I sincerely hope that I'm wrong.
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