I haven't been able to use my broadband since the 23rd off July, it
connects OK but I am unable to view web pages or download e-mail and my
speedtouch modem reports it only connected at 2kbs
I have tried all the online help steps and more, I've reinstalled my modem etc tried phoning customer support they said it was a problem with my pc:evil: , but as I can connect OK with my dial-up account, and there where no changes made to my computer I am convinced that it's a server problem.
I've been with them since the freeserve days and this is my first real probelm now Orange has taken over
is anyone else having the same problem? and has anyone got any ideas how I can get back online?
Well phoned again after being on hold for about 20min's and on the phone for about 50mins the test support guys finally said it may be a line problem (it new that straight away 4days ago), could you please leave you PC on and phone back in 3 hours,
after 3 hrs I phoned back after being on hold for 30mins I was cut off without getting through So it tried again and was told this time my line was fine And they would like to go through form more trouble shooting steeps, so he asks me if I can get my email no I said I told you that the first time I phoned (this was now the 4th time) so we go though the steeps off resetting my email a/c it didn't work and he said this time he reckons the problem is at there end, and he will escalate my problem and could I leave my PC on again while he get a line check done Wait a second I though it was OK So I take it it wasn't done the first time:?:
I work in the electronics industry, and have a degree in electronic engineering so I have fount the whole process very annoying, they should have did a proper line check the first time I phoned and it would have saved us both a lot off hassle.
So know where I stand now if the line check comes back Ok as I'm now 99% sure my PC OK and I've been through about 2 hrs off trouble shoot with there support techs us to make sure, and have did a lot more stuff myself like completely reinstalling Internet explorer and my modem, all of which I'm convicted was a complete waste off my time
I've had the same story, I've just got back online (fingers crossed!) after 5 weeks of intermitant connection. I got sick of them asking me time after time (I made 24 phone calls to them) to check my equipment when I knew full well it was their problem. In total I had 7 line tests, 4 failed, 2 were inconclusive??? and one found no fault. Even though I am now back on line (fingers crossed!!!) I only have a 3mb service. During my 24 phone calls I have been given more BS than you could imagine. As soon as Sky's service is up and running I'm off. Both my kids have Orange pay as you go mobiles and want to change to another company as soon as possible. Orange, you suck big time, you lie to your customers and your helpline is a sorry mess. When the revolution comes etc, etc...
OK phoned again 26th 7.30am talked to emma, who told me the 2nd test showed no fault, she would organize a 3rd test if that passes my problem will be passed on to the fault team who will do a more in-depth manual line test, and could I phone back any time after 9am to get a update
26th 12.30pm talked to milly she told me the system was down she couldn't help (though she did know I was waiting for a line test!) so I asked can you put me through to customer services? No I would need to hang up and phone again!
26th 12.50pm (on hold for 20mins) I asked to talk a team leader and got Stacey who was not technical trained (are any off them? ) after complaining I got one months free b/band and my MAC code, she also told me my line test was still in the system and someone would phone me back that day.
26th 12.20pm so about 5mins later I get a call from martin the line tests OK (that was a quick test) it must be your PC! I ask him if it's the more in-depth manual line test? He doesn't know what I'm talking about. I explain to him that I've been though all the trouble shooting steps and this college's think it's a problem at there end, he then starts to ask me the basic stuff again like if my modem is plugged in etc. and then states that to must be my modem as my PC is OK and the lines OK. I tell him that I've got two modems I've tried them both I told them that back when I first called, so it can't be that but he still insists that he sends me one, how long will that take I ask? 10 days he said, so after I complain that I'm not waiting 10 days for a part I know is OK he says that he will rush me one in 3 days not what I was meaning but as I've been talking to him for about 40mins I leave it that at
so what do I do next? Waste 3 day waiting for the new modem then phone them back up then it doesn't work? Or is there any way I can get them to do a proper check on my line and get BT to check the exchange etc? As I've been trying to explain to them all along I get connected OK but can view any web pages or download email so a basic ping type line check may not show any fault
also as I've now got my MAC code should I just leave and hope it get fixed in the transfer or the new company fix's it?
I've had the same story, I've just got back online (fingers crossed!) after 5 weeks of intermitant connection. I got sick of them asking me time after time (I made 24 phone calls to them) to check my equipment when I knew full well it was their problem. In total I had 7 line tests, 4 failed, 2 were inconclusive??? and one found no fault. Even though I am now back on line (fingers crossed!!!) I only have a 3mb service. During my 24 phone calls I have been given more BS than you could imagine. As soon as Sky's service is up and running I'm off. Both my kids have Orange pay as you go mobiles and want to change to another company as soon as possible. Orange, you suck big time, you lie to your customers and your helpline is a sorry mess. When the revolution comes etc, etc...
thanks mate I'm hoping to get it fix a bit quicker than 5 weeks!
So on fir the 28th about 12 noon I used the ISPA on-line Complain form. And once again listed all the phone calls etc.. I got a automatic reply mails from both the ISPA and Orange saying my complain had been logged. And I just left it at that for the day.
Anyway about 6.30 that night I seen my modems ADSL light flashing, I said to the wife "look at that Orange tech support will be happy" as all the seem to ask is if I have two solid lights, so I checked my b/band and it worked!!! Then about 6.45 I got a phone call from Orange tech support,
Paul asked me "so are your modem lights both solid green?"
"it's OK it's working I can now view web pages" I said
he then says "so that color are they?"
"it OK it's working" I said
"so they are both solid green?" Paul asks for the 3rd time
I say "could you please listen to me it's working!"
Paul "OK is there anything else I can help you with?"
I think this call just about sums up Orange tech support they just don't listen to that you say.
So it's still working today but my speeds down a bit from a good 2MB to about 1.5MB and I keep getting timeouts when I check my mail meaning I need to hit send/ receive a couple off times. Then today 31st I got this from Orange
"I have checked for line tests results on your account and BT have
cleared the problem. Can you please try connecting and if problem is
still the same email back for further assistance.
If you have any further queries then please do not hesitate to get in
contact with us again."
so reading that makes me think that my connection was failing the line tests all along, and Orange tech support had been lying to me about them passing. I'm now going to use my free month and move to BT hopefully cutting out the middle man will help get it fixed in the future
and it look like complaining to the ISPA helps!
Internet Services Providers' Association
http://www.ispa.org.uk/
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And they would like to go through form more trouble shooting steeps, so he asks me if I can get my email no I said I told you that the first time I phoned (this was now the 4th time) so we go though the steeps off resetting my email a/c it didn't work and he said this time he reckons the problem is at there end, and he will escalate my problem and could I leave my PC on again while he get a line check done 
So I take it it wasn't done the first time:?:
) after complaining I got one months free b/band and my 
