I have had loss of service due to ppp server down since before 27th of July 2007. (date reported}
Orange has failed to resolve this problem after 22 days despite making false promises , failure to callback with fault/repair status, endless factory reset script reading and useless technical and email support.
Please can anyone post information on OrangeProblems.co.uk and linked forum if they have recently suffered this problem, as I wish to use information to draw national attention to the nightmare service from Orange when its broadband develops a ppp fault, resulting in total loss of service.
Joined: 12 Jun 2006Posts: 907Location: Weston-super-Mare, UK
Your thread has been mentioned here before - but I see you have got a result thanks to thinkbroadband.com's Editor Andrew Ferguson. You are now back on line.
Engineer rectified the problem by capping you at 4.5
There are quite a few here who also have the problem.
Your thread has been mentioned here before - but I see you have got a result thanks to thinkbroadband.com's Editor Andrew Ferguson. You are now back on line.
Engineer rectified the problem by capping you at 4.5
There are quite a few here who also have the problem.
We can understand your concern in regards to the connection.
As per the line test results there is not fault found on your line and
you will receive a call from our team at the earliest to sort out the
issue. We're aware of a large increase in the volumes of broadband
customers receiving the 'PPP server down' error message. Our engineers
are currently working to fix this issue and we will update you as soon
as we have any further information.
Hence we advise you to follow the link below and perform full diagnostic
steps to get connected.
Thanks to thinkbroadband.com's Editor Andrew Ferguson and for use of its Orange forum platform, plus a mention for Orange Customer Escalation Team in UK for getting me back on line.
Ian from Orange contacted me at work today to discuss my ppp problem .This evening a quick telephone to him gave an end result of an engineer successfully achieving getting me back on line, taking only a few minutes, by a quick fix / lowering line speed to a capped 4.5Mb whilst sat at my PC.
( Investigation required for reasons and why PPP server down fault occured , and time frame for resolving fault as regular speeds of over 5mb achieved without ppp problems.)
Over the weekend I will monitor service and Orange will contact me again on Monday.
There are lessons to be learned by the last 23 days and I hope Orange analyse the comments on this forum and use them to improve the Orange Broadband Support Infrastructure
This can be caused by incorrect set up, and is also the message displayed during a server outage.
I do not think it is incorrect setup?
How is it cured by capping speed?
One theory was that there was a timeout before the connection could be made.
Whatever it is, Orange should have sorted it by now and they appear to have done so for you - what about the others.
Keith
I wish I had all the answers Keith, time out due to server authentication failure, due to whatever reason only Orange knows sound good to me.
I don't know for sure if they put a fix in place as well as dropping line speed ,which allowed negotiation with remote server thus able to log on.
I can only suggest if people are having ppp server down problems continue to keep the pressure on Orange and also it may help to build up a true extent of the problem by using http://bbs.adslguide.org.uk/sh...ost3090231
Joined: 12 Jun 2006Posts: 907Location: Weston-super-Mare, UK
westyUK wrote:
I can only suggest if people are having ppp server down problems continue to keep the pressure on Orange and also it may help to build up a true extent of the problem by using http://bbs.adslguide.org.uk/sh...ost3090231
Good advice - not sure what Andrew Ferguson is doing but it could well help.
I've had no internet for nearly a month now, each time I
have the same error PPP server down.
At first I was calm and phoned Technical Support about 2 - 3 times a week, and each time they would tell me to do the factory reset and that the problem had been escalated and Technical Support are dealing with it. (This would take at last 24 hours) by the 3rd week of unplugging and plugging in my Livebox I lost my temper and said I wanted to end the contract.
I was told if I do this then I would be charged to the end of my contract, which is £45.00.
I said that I wanted the fees waived as this is oranges problem and they
are the ones in breach of contract.
They told me to get confirmation of the fees being waived from a supervisor in Orange Technical Support and then phone Orange Customer Support. I did this, and was told by Orange Customer
Support that it would now take a further 30 days to cancel my contract with
the fees waived.
But i also had to keep calling during the 30 day period so they could log that I had the problem!
I asked for all correspondence in writing, I recieved none.
I called customer support on the 12/09/07 to see what was going on. According to the kind advisor on the line, none of my recent calls regarding the waiving of fees had been noted, and the Technical Supervisor hadn't given me any confirmation whatsoever.
If my fees were to be waived by technical support, it would take
3 to 6 weeks, not 30 days and I would have to keep phoning as before!
Whilst attempting all of this, I was lied to by Technical Support, who said
they put me through to a manager, who then turned out just to be another
Customer Support Assistant, and then by the Technical Supervisor who said he had waived the fees when he hadn't!
I still have no internet and am at a total loss of what to do.
I'm totally disgusted by the service and can't believe
Orange can treat their customers this way, any help would be very much
appreciated!
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