I too am having problems with Orange since they decided to upgrade my speed. I've got the Alcatel Speedtouch modem and since Aug 2nd have been getting regularly disconnected from the net. My friend's with Orange and he has the same trouble.
Spoke to customer support and they say my line will be upgraded (ULL) on Monday so ring back then to order a Livebox (as my modem won't support the high speed or some bs).
"I can't just order the Livebox now?" I ask, they replied "No", I couldn't understand why. Anyway,
I did ask customer support and they said they'd re-imburse me for the downtime I have experienced, which is ok... but I also want them to pay for all the money I've spent hanging on the phone over the last few days because of their problems.
Am I on the road to a load of problems here, as I read the Livebox just brings more troubles. Any advice?
Joined: 04 Aug 2006Posts: 32Location: London (Paddington Exchange)
hawkinsbiz wrote:
Hello everyone,
I too am having problems with Orange since they decided to upgrade my speed. I've got the Alcatel Speedtouch modem and since Aug 2nd have been getting regularly disconnected from the net. My friend's with Orange and he has the same trouble.
Spoke to customer support and they say my line will be upgraded (ULL) on Monday so ring back then to order a Livebox (as my modem won't support the high speed or some bs).
"I can't just order the Livebox now?" I ask, they replied "No", I couldn't understand why. Anyway,
I did ask customer support and they said they'd re-imburse me for the downtime I have experienced, which is ok... but I also want them to pay for all the money I've spent hanging on the phone over the last few days because of their problems.
Am I on the road to a load of problems here, as I read the Livebox just brings more troubles. Any advice?
Great frorum by the way.....
I had the same problem and I was given the following link by customer support:
downloaded the software and to be honest it has slightly improved the speed but I still get disconnected. Have a read if you wish, perhaps it does apply to your case.
The only problem I have noticed is that the 'USB transfer mode', Isochronous is still not selected and I am still on Bulk.
Joined: 04 Aug 2006Posts: 32Location: London (Paddington Exchange)
John, your answer is the sort of customer service anyone would dream having. Recognising the source of the problem, a detailed explanation and giving the right solution to the problem.
I will give them a call -again- and see if I can get a modem replacement. Mine is the ancient green Speedtouch USB from the good old times from Freeserve. I got it as soon as BB was on the market, no wonder it is now outdated.
Joined: 04 Aug 2006Posts: 32Location: London (Paddington Exchange)
Before calling Orange, I just thought about asking you guys if you'd knew which one of the featured modems would be the best one to cover the 8Mb speed.
Thomson 330 or,
Thomson 3.5.
On the other hand, would you reccomend buying a different modem than those on Orange's website? If so, which one: Belkin, Netgear, any other...?
I don't have any extra PCs/laptops at home and don't plan to have any in the near future therefore I would not need a wireless ADSL modem-router. Just something simple to cover the 7.5Mb speed level that I've been given or somewhere near that speed, I am not that fussed to be honest if I don't get máximum speed.
BTW I don't have any network cards installed on my pc. I guess the USBs or the Firewire (if applicable) will have to do the job.
Before calling Orange, I just thought about asking you guys if you'd knew which one of the featured modems would be the best one to cover the 8Mb speed.
Thomson 330 or,
Thomson 3.5.
On the other hand, would you reccomend buying a different modem than those on Orange's website? If so, which one: Belkin, Netgear, any other...?
I don't have any extra PCs/laptops at home and don't plan to have any in the near future therefore I would not need a wireless ADSL modem-router. Just something simple to cover the 7.5Mb speed level that I've been given or somewhere near that speed, I am not that fussed to be honest if I don't get máximum speed.
BTW I don't have any network cards installed on my pc. I guess the USBs or the Firewire (if applicable) will have to do the job.
Any suggestions please?
Thanks for your comments further up the thread.
I only have a 2Mbps service so I don't want to attempt a full answer to your questions - just want to mention the following points:
1) The modem that Orange call the 3.5 is actually the latest version of the 330, and this is the one they currently provide.
2) Personally, I would always go for an Ethernet connection over USB.
3) I think there's a post somewhere on this site saying that the Livebox USB connection does work but isn't supported by Orange. I haven't tried this myself.
4) You will need a Livebox if you want to use the Orange 'Talk' VOIP service.
5) You can buy a network card for under 10 Pounds.
I would also be interested in hearing comments from people using Speedtouch modems with synch speeds of around 7.5Mbps.
Joined: 04 Aug 2006Posts: 32Location: London (Paddington Exchange)
Back to this old post...
Have been experiencing plenty of disconnections every day for the past month or so with my old Speedtouch Stynger. However, I must say that this is not due to the phone line but the modem itself as the diagnostics icon keeps turning yellow and then back to green again. Have done everything "in the book and by the book" but no joy.
Just now I have called customer services asking for a replacement modem (Thomson Speedtouch 330 USB ADSL Modem) and the order is in place. Robbie @ Orange confirmed that I would get it delivered in between 3 to 5 working days via first class delivery. He also said this is the only delivery method they use, no recorded, special, or any other sort of delivery. Little problem for me here as I work Monday to Friday during office hours and Orange do not provide delivery dates to help on this matter.
He said however that if nobody was at home when delivery took place, a note with delivery details / reference number will be left so I can collect it at the nearest post depot. I'm still not sure if Royal Mail produces this sort of notifications with just a first class delivery, I thought this would only happen with recorded/special deliveries... does anyone know?
Robbie also confirmed that Orange do not support the Alcatel Speedtouch USB modem any longer therefore getting a replacement was the right thing to do.
If someone had any experience with this sort of deliveries it would be great help hearing from you guys.
He said however that if nobody was at home when delivery took place, a note with delivery details / reference number will be left so I can collect it at the nearest post depot. I'm still not sure if Royal Mail produces this sort of notifications with just a first class delivery, I thought this would only happen with recorded/special deliveries... does anyone know?
The new modem comes in a pretty small package, it's designed to fit easily through any standard letterbox so there should be no need for you to Be Broadband to receive it. If they can't post it Royal Mail are supposed to leave a card to let you know they couldn't deliver it, where to call, address of the local depot and opening times etc.
Quote:
Robbie also confirmed that Orange do not support the Alcatel Speedtouch USB modem any longer therefore getting a replacement was the right thing to do.
Well they don't support it as such but they should work fine for under 4 meg and usually they'll try and get it working, if it's over 2 meg or lots of problems that indicate it may be the modem then often you'd get a newer speedtouch.
BTW they couldn't order the livebox because they'd need to change your package, which can't be done while the LLU migration is in progress.
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