For the past four days, I have been unable to access the internet with my 2MB broadband connection. On clicking the Orange dialer icon, it fails to connect and comes up with the Error 0721 "The remote computer did not respond" I have a Thomson SpeedTouch USB modem, which seems to be in working order. Two solid green lights.I have contacted BT and they confirm my landline is in full working order. There seems to be some confusion with the helpline 0844 871 0079. If you choose option one for any known issues it states that "There are not any issues" however if you go back into the menu and press 2 "we are aware of some customers experiencing problems. our engineers are working on the problem" Yes I have checked my settings Internet protocol (TCP/IP) networking (PPP) and they have not changed. Incidently my mother also with Orange starter Broadband 2MB cannot connect and has the same issues. Her landline is also in working order. BT deny that there is a problem at the exchange, dialing code 01309. Is anyone else experiencing the same problem at the moment?
Is the weather bad in your part of Scotland ?....If so it could be the snow has caused a problem but in that case BT would know and also it would probably affect the landline phone. You are on a BTw IPStrream connection as there's no LLU in Forres.....assuming that's where you are ?
Any possibility of borrowing a router from a friend to test the connection ?
I know of 2 people in Inverness who have not had a connection since Wednesday of this week. I've been round to see what the problem is with one of them. They have a Livebox with steady red flashing light. I've unplugged a couple of times, but we just can't get a connection.
I am an Orange customer too and have a Livebox. I live out in the Strathnairn area and my connection is fine. Are there any other Orange customers in the Inverness area experiencing this problem? My friend is going to contact Orange this afternoon. Thanks.
I live in Inverness and know 3 people who also have this problem. I have phoned several times and to be honest the service was shocking and they didn't seem to know what they were doing. It is not a problem with my router or computer. I eventually got someone at Orange who told me it was a "power out"?? They said it would be fixed by midinight on 25/02/10 but it is still not working. Now 4 days. I phoned today to be told the problem had been fixed and theyw ere running a line test (on MY line) that would take 24 hours. I am not convinced the orignal problem has been fixed.
Same here, I know 2 people in addition to myself in Inverness with problems connecting to Orange broadband. The ADSL carrier itself seems to be up and running but no Authenticaton session starts. I spoke to someone on the Orange help desk this morning and they didn't know of any issues, although strangely when they looked into the problem further they discovered work was being carried out in the area yesterday (25 Feb 2010). Seemingly a line test has been ordered and I'll get a call........
Anyway the problem as other posters hve said started somtime Wednesday 24th (it worked arround 6am), the same day as the weather started to get bad. The weather is improving now so hopefully its an exchange problem and BT will get it sorted as they work through the many issues that the weather will have caused. At least my mobile dongle still works
Thanks Jamie and Dexter. This will give some reassurance to my friend that her broadband connection will resume again at some point, and it's nothing that she did. If nothing by Monday though, I will wade in like a big gun on her behalf, get her MAC code and encourage her to migrate to BT x
Saturday morning and the fourth day my friend is still not connected. She phoned Orange this morning and got same message that they are aware some customers are having problems. No resolution though! Come on Orange - get your act together - this is not good enough!
I live in Inverness and my connection to Orange died around 11.30 am last wednesday. I've been in contact with Orange on a couple of occassions. I got the feeling that they knew there was a serious problem but were trying to fob me off by truing to make out that it was a problem with my live box. Their technical department had me jumping through hoops clicking this that and the other with a view to getting me re-connected. As expected everything tried failed. After much discussion the Orange representative said she had booked a call back from the engineers department. This was yesterday ( friday 26th February ) at 12.45. I duly recieved a call toinform me that my connection would be re-established within 24 hours. It is now 5.15 on saturday and I still have no connection. I've been back in touch with Orange and this time they admit to there being a serious fault and said they were unable to say when the issue would be resolved.
I just wish their representatives had been more honest and admitted that Orange had a problem instead of trying to give me the runaround every time I called them
Same thing here when I called them to follow up on Saturday afternoon.
I have to say that I haven't been impressed with Orange ever since they took over from Wanadoo and this is probably enough to make me migrate. The outage itself I can understand but the total lack of Orange taking ownership of the problem is what irritates; if you select the service status option on the support line you still get "We are not aware of any problems" and it's not until you take the option to continue to an advisor that you are informed they are having problems and this message is still non specific. A service status on the Orange website would also be nice (if they bothered to update it). I too was finally told that they had a serious outage and they didn't have an ETA on a resolution.
I use BTbusiness broadband services for work and my dealings with them when issues have arrisen haven't been perfect but at least they are smart enough to recognise when they are talking to someone that knows about computers and broadband and take advantage of this to help diagnose the problem instead of blindly running through the script. Anyway here's hoping the engineers get it sorted soon.
I'm in Inverness and my connection also went down on Wednesday 24 Feb.
At first I blamed my old router and ordered a new one which was delivered on Saturday and confirmed no broadband on line.
I phoned Orange tech today and was told that there had been an outage in my area on the 20th of Feb but that this had been resolved. The guy then wanted me to go through his checklist, until I told him no, I had a new router, and my old one, both confirming that there was no connection on my line.
He then said a 5 hour line test would be done on my line, and that I would be contacted later.
I'm using an old dial-up account to post this.
Hi everyone. It's Sunday morning and my friend in Inverness still has no connection. As I said earlier, I'm on Orange too and based out in Farr, and have had no problems. Have experienced outages in the past, but nothing as long as this. I too have refused to go through their checklist when nothing has been changed - complete waste of time. So what next I wonder. I suspect it has been taking time for them to realise something is wrong. Does it then take time to work out where and what the problem is? Do they need to call in specialist technical people or something? Do they have to wait days for them? Have they no money? And of course, the biggest question - why do they always deny there is a problem and not keep their customers informed and up to date? Ok, that's me for now. If there is any change, I'll let you all know and hope you'll do the same.
The following report was in the Press & Journal yesterday (Saturday 27th)
Orange broadband customers also experienced a loss of service, with one customer, Donnie Kerr, an Inverness Central councillor, saying he had no service for the Three days.
An Orange spokeswoman said: “We are working with our third party supplier to do everything we can to resolve this, including airlifting an engineer and equipment into the affected area, which has been cut-off due to the snow.”
I'm in Inverness and have had no connection since last Wed 11.30am. Phoned every day and keep getting told it will definitely be fixed today, after the initial call of messing about and shifting router etc etc to no avail. I'll be asking for my MAC code if no result tomorrow
cheers pat
Monday 7.15am Surprise surprise still no connection. Spoke to their call centre on Saturday afternoon. After explaining all the processes I went through eg reinstalling the software, trying another router she admitted that there is an outage issue in our area. She said that the fault had been logged or opened on Wednesday. However she was unable to give my a likely conclusion date.
My mother has spoken to them on several occasions. On Friday she was told to create another connection and the would test her line as long as she kept her laptop on for 24 - 48Hrs. Sound familiar anyone. However when she phoned on Sunday morning the customer service guy was rude and abrupt. He basically said the same thing. my mum said NO! I have tried that anf it did not work. He said I am tying to help you i can't see what else i can do and hung up on her! Goodbye Orange!
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