Orange broadband has been ok since signing up with them over 1 year ago. I have not needed their support
However after my recent experience with their (non) technical support I have moved to another provider.
They were completely unable to diagnose a problem with their livebox even after I gave them all necessary info in my email as shown below.
High Packet Loss Problem:
Everything has been fine since installing livebox more than 1 year ago. About 1 week ago webpages began to hang - not load properly. Google is the default page and appears immediately so that looks fine. But search results take forever to load and any web page with a lot of content hangs up. Also cannot connect to email because it times out. Nothing has changed in the set up and no new software was added. Antivirus and spyware are all up to date. Ping results to web IP addresses show high packet loss- between 70 and 100 %. Ping to network card and gateway (livebox) show no packet loss.Have plugged into master BT socket and disconected everything else. Problem persists. Have rebooted and power cycled the PC and livebox. Problem persists. Asked BT to check the line - they say its OK. Same symptoms at any time of day. Right now broadband performance is terrible and worse than dial up.
The responses from Orange over the last 4 weeks were less than helpful and very frustrating when the same questions were being asked.
Lights on the box:
! light - ON
>> light - 1 flash every 5 seconds or so
@ light - ON steady
Telephone light - ON
Antenna light - ON
Setup : Wired connection to master socket - no wireless - no phone
Filters correctly installed (this setup had previously worked fine for more than 1 year without problems)
They suggested the following (in the order shown )
Send all details about windows , adapters , number of phones faxes , splitters etc
1. Ping Test
2. Reset Explorer
Send info about lights on the livebox
3. Re-install TCP/IP
4. Re-install Winsock
I had already performed all necessary checks to show computer was OK , network card OK and path to router OK. I even got BT to do a line check - which showed the line was OK
I was not prepared to reinstall the windows communication protocols
Finally I tried a "Factory Reset" of the livebox but the result was the same.
I think the support I received was very poor so I asked for my MAC code.
I signed up with PlusNet and when their broadband router arrived today it plugged in exactly the same as the livebox and worked first time at full speed.
Good luck to all who decide to stay with Orange, especially those with challenging technical problems - like getting reliably connected !
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