Joined: 18 Feb 2007Posts: 1Location: Northamptonshire
Following nearly Three months of a line failure from the exchange into my house, when this was finally repaired with great enthusiasm I proceeded to insert the disc and follow the instructions in order to reinstate my broadband. Total failure!!! Orange then gave me instructions to install via Wizard. Again total failure. Bearing in mind I had already spent over £100 on calling them for help to reinstate the broadband connection and on payg dial up I was not a happy bunny. My computer engineer came out Three times - check the computer, check that I was doing all as instructed and so forth, and he had no more luck than I did. After much research he phoned. Eurika, we've got it. He came back and did some strange things which I did not understand, and it finally worked. This is his report which you might find of interest.
"At Step 4/5, when loading the Setup CD, a Windows error message appeared stating that the device had not been installed properly and may not be operating correctly and there was a problem with "Speedtouch Network Support". The Setup allowed the completion of the installation but after hitting "continue" after Step 10, an error message appeared denying access to Orange Broadband.
I discovered, by searching the Internet, that other users of the Orange
Broadband service had also suffered similar problems and that they had been solved by using a driver/file called "alcandis.inf". I was unable to find this file on the installation CD so downloaded it from the Speedtouch web site. At this point I re-installed the Setup CD and when the process
reached the previous error state I directed the set up to the new
driver/file alcandis.inf. The setup installation continued and finally I
succeeded in connecting with Orange Broadband.
This problem begs a number of questions not least of which is:-
Why is the file (alcandis.inf) that is required not on the setup CD?
Why should a used be required to download a file to enable installation to
take place? Why we we not told about this potential problem?
Because its a known problem, why didnt the Technical Support Unit know about it?
No wonder so many people have problems with Orange Broadband"
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