It is now a week (11th August 06)since I reported to Orange Broadband Support that I was unable to access the website (https://uk.sagecrm.com , one of the worlds leading accountancy software and hosted CRM providers who host my companies sales and marketing system. I could access other secure sites. I could even access the Sage site through Orange dial up - but not really workable, but a clue Orange should have seized on.
I have over the last week spent some 4 plus hours talking to Orange Support; have provided them with enough technical information and clues as to what the problem was with their network. A network communications friend did some analysis, router tracing stuff etc, identified that my connection through the Orange broadband service was not routing any IP addresses in series 12.xxx.xxx.xxx and suggested that their router tables had been corrupted – possibly as a result of their recent network crash.
It was obvious talking to Orange that they do not really understand broadband networks. To cut a long story short – the last words from Orange via one of their supervisors was the admission that they now recognised they had a serious problem with some of the worlds largest server farms blocking access to Orange broadband. In particular, sites providing services to financial organisations. Hint that perhaps the Orange network is perceived as insecure!
I escalated my problem to Sage Support who were very concerned that I could not access my hosted service. They were very supportive, their guys knew what they were talking about and within a day came up with a ‘temporary’ workaround involving going though a proxy server. This was working fine this morning but not this afternoon… .my Orange broadband developed intermittent connectivity some time over lunch.
I am really appreciative of what the guys at Sage did to try and restore a service to me but as far as Orange is concerned, their level of support and failure to resolve the problem has been appalling.
Orange has also failed dismally in another area. I upgraded to Orange Broadband Max to take advantage of an increased connection speed. My exchange and line can support up to 5MB which is what my neighbours get with different ISPs. In my case the line speed has actually dropped below the 2MB I have had for some time …in the days of Wanadoo.
I am having similar problems although it us not just related to financial sites. It also is affecting itunes, halifax, next, mfi, thetrainline, and parts of BT! I am sure there are more out there but I have not come across them yet.
I too have had the delight of talking to various people in Orange tech ( i use that term loosely) support. I work in IT and found it very annoying when they tried to tell me it was my pc setup the first time I called but on subsequent calls they agreed a problem. One guy tried to blame the security situation in the UK as the cause of the problem. Why on earth would next.co.uk be considered a security a terrorist website ?
I have asked for a MAC code but having real problems getting one as they're sales staff will not order the code and each time I ring up I get the spiel about if I stay with them I can have my broadband at half price but whats the point if I cannot access half the sites I regularly access.
I've seen this exact same problem on my father's PC on a recent visit - no site requiring a secure login ( Amazon.co.uk/?tag=orangeprobcou-21&camp=6&creative=6786&linkCode=ur1"> Amazon, ebay etc etc) was available at all, but others were fine. The problem was eventually tracked down to a conflict between the Norton firewall and Windows firewall. Uninstalling & reinstalling (not just disabling) Norton did the trick.
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