Joined: 16 Jan 2007Posts: 15Location: Langley, Berkshire
Hi guys
Sorry if I'm duplicating anything that has already been covered but...
I'm an ex freeserve/Wanadoo customer and I had an email from Orange before Christmas saying that they were doing free upgrades in my area increasing the line speeds and that I would have a 30 minute outage on Wednesday 10th Jan at some point between 8am and 6pm for them to complete the process.
I've had no internet connection since then - at all.
I've spoken to Tech Support!!!!!!! Who told me my router might be at fault, I might need to employ a computer vendor and to de-install and reinstall Outlook Express (hmm) to correct my problem.
I've spoken to Customer Services who don't seem to be able to help me. (My online Orange account says it's "in progress") but customer services say that I should still have an internet connection regardless of any line checks or upgrade.
My wireless router and adapter are talking to my laptop ok BUT I have no ADSL light or internet connection light on my router which I assume means that I have no internet signal coming into the router from Orange....
Are my assumptions correct. There was nothing in the email from Orange advising me that I would have to change my settings at all, not that I would loose my internet access altogether.
This isn't an upgrade that I've requested IF it's the upgrade that's caused the problem but I'm no teckie and don't know where to turn next as Orange are just passing me between departments with no resolution or answers....
I've spoken to Tech Support!!!!!!! Who told me my router might be at fault, I might need to employ a computer vendor and to de-install and reinstall Outlook Express (hmm) to correct my problem.
I,m convinced that the staff in Customer Services and Tech Support are one of the same and take turns in each roll depending on the day of the week. This once again stinks of typical Orange bullsh*t.
This appears to be a problem of Oranges making. If you feel you are being given the run around then log a complaint at www.ispa.com and keep logging complaints there every 7 days until they fix your problem. On the second and subsequent complaints ask fot it to be escalated to Oranges Head Office.
You may want to consider advising Orange that you will consider suspending payments until they sort out the problem that they seem to have created. I say suspend as opposed to cancel as the latter could cause greater problems. I would only take this action as a last resort.
I've spoken to Tech Support!!!!!!! Who told me my router might be at fault, I might need to employ a computer vendor and to de-install and reinstall Outlook Express (hmm) to correct my problem.
Yeah, ignore that about outlook express. If there's no connection for the router to use of course outlook express isn't going to work.
Quote:
I've spoken to Customer Services who don't seem to be able to help me. (My online Orange account says it's "in progress") but customer services say that I should still have an internet connection regardless of any line checks or upgrade.
You should still have a connection but if the system shows it as in progress then this does limit what can be done until it's shown as complete.
Quote:
My wireless router and adapter are talking to my laptop ok BUT I have no ADSL light or internet connection light on my router which I assume means that I have no internet signal coming into the router from Orange....
Well it probably means there's no signal that the router can connect to. Does the router config say anything about the connection status or error?
Quote:
Are my assumptions correct. There was nothing in the email from Orange advising me that I would have to change my settings at all, not that I would loose my internet access altogether.
There should be absolutely no need to change settings at all, the same ones work on both connection types.
First thing would be to check through your setup and try the router from the master phone socket with nothing else on the line, prefrably the test socket too if you can. If that works then it's likely just the new speed is highlighting problems that have always been there but weren't enough to interfere before. If you have a modem provided by Orange try that too if you can just to check. If none of that works then once Orange's system shows the work as complete you'll want them to raise a fault.
Well yes, looks like you're being upgraded to an LLU line which means the BT system providing your broadband has to be ceased, hence the message. That shouldn't really effect things in itself.
Well, seems Orange have a "MAJOR" problem with their LLU... I'm lucky in that I still have a working connection, just runs a "LOT" slower then prior to this FREE un-requested upgrade! I've now been told after the 3rd line check that a fault has been found and to call back in 3-4 days for an update (call number 8 I think.) It's interesting, everything worked fine the morning of the update, came home in the afternoon expecting a superfast connection only to find I had a whole 600k download speed! So far they've tried to suggest the problem is everything but them... The router is plugged into the master socket along with the one and only house phone via an ADSL filter. There is no internal wiring. I have tried both my own 3Com router & the Livebox with exactly the same results... Connects & syncs at 8128kbs download, but runs between 600kbs and 2500kbs using online speed tests. Prior to LLU when I was on ADSL Max I was getting between 4500kbs & 5000kbs download constantly.
Then, as if to add insult to injury you realise the "maximum" upload has been reduced from over 400kbs to just 288kbs. Doesn't quite seem to match the promise of faster speeds now does it? Maybe I should forward the email onto Trading Standards?
I've made first complaint to the ISPA, just counting down the days until the next... I'm really going to push to get Orange to terminate the contract as they cant provide the service, wish I had found this site first! As for their tech support, they don't have a clue! I wish I could say they we're more like a Customer Service dept but that's not even true... They don't have a clue, don't care and so obviously just read pre-written crap off a screen.
Anyhow, that's my stress for tonight... I'm off to surf the web using Oranges super slow connection!
Are my assumptions correct. There was nothing in the email from Orange advising me that I would have to change my settings at all, not that I would loose my internet access altogether.
This isn't an upgrade that I've requested IF it's the upgrade that's caused the problem but I'm no teckie and don't know where to turn next as Orange are just passing me between departments with no resolution or answers....
Your problem is exactly the same as I had in July, the 'upgrade' email arrived 3 days after they started the LLU upgrade which had completely cut me off - I had to resort to 56k dial up to find this out.
This ran for 2 months with lie after lie from those incompetants, no effort was made to diagnose the problem - I stayed in for 3 days in a row waiting for an engineer to call - not a squeak! I had enough of them, & told them to get their filthy paws off my phone line.
At the time it seems a number of people were trying to leave Orange, so they were giving false MACs out (I got Three that were invalid).
Any calls to customer Service and tech support are just more cash extorted by Orange.
Going by your comment you are a Freeserve/Wanadoo customer, you are out of contract, so I suggest you dump these losers ASAP - the time you waste on them you will NEVER get back...and have to pay a premium rate minute for the 'privilege'
Joined: 16 Jan 2007Posts: 15Location: Langley, Berkshire
I've just checked my Orange account online and the page has changed, asking me if I want to change my line speed and that I now have the fastest available within the area.
"Samknows" was saying that I had a "cease" on my account but now says the following ......
"Congratulations, you are in a broadband enabled area.
However, your line is currently unbundled by an LLU operator"
Does this mean (in theory!!!!) that I might actually be able to get online when I get home tonight, albeit VERY slowly from what you guys are reporting about line speeds....
If I can't get connected and don't get the ADSL light and connection light on the router still, what's my next step? Is there anything I can do or am I faced with yet another call to the Untechnical Support team ?
Hi CDarbon,
My so called upgrade has been completed, although connection is now considerably slower then before! Orange are performing a 4 working day line check/fix (sounds like BS to me...) Anyhow, my Exchange is Langley, Slough and I'm well under 2km away from the exchange, in fact less then 1km line of site...
"Samknows" was saying that I had a "cease" on my account but now says the following ......
"Congratulations, you are in a broadband enabled area.
However, your line is currently unbundled by an LLU operator"
Does this mean (in theory!!!!) that I might actually be able to get online when I get home tonight, albeit VERY slowly from what you guys are reporting about line speeds....
If I can't get connected and don't get the ADSL light and connection light on the router still, what's my next step? Is there anything I can do or am I faced with yet another call to the Untechnical Support team ?
OK well things are at least saying the change is complete. It may work or not as before, if not then the next step would be to call and get a line test done, which should be able to go through now things are complete.
Joined: 16 Jan 2007Posts: 15Location: Langley, Berkshire
Thanks Elhana
No luck last night. No connection and after two phone calls, the second of which I was cut off on and approx. 40 mins on hold in total I had to give up as I was going out.
The old speedtouch modem is now reinstalled as the untech support tezm wouldn't do any tests with my Belkin wireless router attached and I need to ring back AGAIN to get the line tests done.....
Thanks Pete
Yes - I'm also on the Langley Slough Exchange and according to "Sam", 743 metres from the exchange!!!!!!
My update went through, taking me up to 3.5 megs from 2.2. However the connection now drops randomly and frequently, leaving me able to reconnect as soon as the ASDL light on my speedtouch modem goes solid again. This is actually very annoying.
No idea what they did, but they clearly did something to crap the connection up. It worked so well before this upgrade and it's not like I even requested they do anything.
Does anyone actually know what these free upgrades even involved?
Probably unrelated, but can anyone tell me why those ISP signatures people use on forums list my provider as ENERGIS UK and not Orange? What nonsense are they pulling?
Hi, I'm just at the beginning of the end of my tether, I'm sure you can understand what I mean .....
Almost exactly the same as original poster of this thread.
30/12 - email from Orange informing me that on 15 Jan my service would be unavailable for 30 mins (!) between 8am and 6pm and then my free 8mb upgrade would be complete. That'd be cool, wouldn't it ...................
15/01 Couple of enquiry calls through to see what time it would be done by ..... after 6pm I called again as still down - was told I have to wait 'til midnight! Service had been absolutely fine on Sunday evening, 14/01.
16/01 No service - they said were testing the line and it would now be all done by 19/01 .....
18/01 Accessed my Orange email via a friend's PC, another email from them as follows:
Hello
Great news, we've completed testing your line and can confirm that the fastest speed we can give you is up to 8.0 Meg broadband.
Happy surfing.
Customer Support
Ha ha, I wish!!
19/01 No service - repeat prescription of previous calls and getting nowhere. Oh yeah, I've gotta wait 'til midnight again .....
20/01 45 minutes plus on call/hold to Orange for them to say only TS can help. TS - went through the whole reset the Livebox thing - twice, power off, hold the 1 button down, I'm sure this is sounding more than familiar in homes up and down the land. In the livebox menu's I have:
Internet connection state
Status : PPP server down
You are currently : Disconnected from Internet
The Tech Servs guy has to do 'some more detailed line testing' and promised that he will call me back within 2 hours - that'll be in about 20 minutes time that expires! Anyhow, I'm typing this in next door's with my mobile in my pocket ready and waiting for that call !! Next door aren't on Orange - lucky them!
Knowing I am not alone is something I never doubted, but not in he numbers I've read through on this.
So, it's now Day 6 in the Big (Can't Be) Bothered House ...... or Orange Customer Services as they prefer to call themselves ..... no internet for me, no interest from them, other than how many CS operatives they can bounce me around for no apparent reason ..... only good thing is I'm on a bundle deal with the moby meaning I can call CS for 'free' - other than wasting hours of my free time of course.
Orange - you no doubt read all of these threads - why don't you get your collective backsides into some kind of gear and provide your paying customers with the service that thay are paying for - you obviously have serious problems that you all know about, but refuse to acknowledge - you won't get away with it forever, there's too many disaffected customers knocking around .....
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