When I try to login with my e-mail address and password I get the above message. Been happening for last 24 hours.
When I input a random password I get, "invalid username or password. Please try again later".
So it seems that it knows I am putting the right info in to the right boxes. Is there anything |I can do or is this another example of Orange being rubbish. Look forward to hearing from y'all.
I only continue to use the e-mail service with Orange, as I have switched Broadband provider some months ago, so not sure that I should reactivate a PAYG account.
I have e-mailed the customer service e-mail to ask for help so will see if I get any. However I fear that as I do not give them any money I may not hear from them.
hit the restore your account button, follow the steps. you dont have to do the last one of downloading and installing the settings file. this file installs Orange branding as well as dial up and email settings.
the dial up account needs to be dialled into every so many days or you account gets suspended and needs to be 'restored'
Quote:
If you don't connect to a Dial-up Pay As You Go account at least once every 219 days, the account will suspend or become inactive.
When this happens, you'll receive the 'invalid username and password' alert if you try to dial up using the account or, if you use the email address from another connection, you’ll receive email notification.
In order to keep your Dial-up Pay As You Go account active, you’ll need to dial up and connect at least once every 219 days, otherwise it will go through the following stages before being completely deleted from our system and it can’t be restored:
After 219 days of inactivity an account’s suspended, meaning that on day 220:
* you'll be unable to dial up and connect using your Dial-up Pay As You Go account
* you'll still be able to send and receive emails
* we’ll send you an email to notify you that your account’s suspended
After 225 days of inactivity an account’s still suspended, meaning that on day 226:
* you'll be unable to access your email service
After 259 days of inactivity an account expires, meaning that on day 260:
* you'll be unable to dial-up and connect using your Dial-up Pay As You Go account
* you'll be unable to access any functionality of your account, such as: emails or webspace
* you'll be unable to reactivate your account
Remember, you’ve got up to 259 days to retrieve your account using one of the options below:
* if you've got alternative Internet access, you can retrieve a suspended account online
* if you're unable to connect to the Internet, you can retrieve a suspended account using one of our CDs
On day 260, you’ll need to re-register a new account.
Please note: this only affects Dial-up Pay As You Go accounts and not unmetered packages such as Dial-up Any Time and broadband.
Oranges instructions for restoring an account:
Quote:
For advice on retrieving an account online without installing the settings following the instructions below:
* go to Orange homepage
* look to the top right for the 'your broadband account' box
* enter your email address and password and click sign in
* click on “restore account”:
*you’ll be asked to accept our terms and conditions in order to retrieve your account
* click continue
* the following screen will display that your account has been retrieved and the option to download the connection settings for your Dial-up Pay As You Go account. As you do not need to download these settings simply click on the 'sign out' option on the left hand column
I am new here but was in exactly the same situation as described in this thread.I have followed these steps and my email is now working again.Am I going to get charged for something now though? I only use Orange for email,nothing else.Sorry if this is a silly question.
I am new here but was in exactly the same situation as described in this thread.I have followed these steps and my email is now working again.Am I going to get charged for something now though? I only use <a href="http://www.maccodes.co.uk" target="MAC">Orange</a> for email,nothing else.Sorry if this is a silly question.
Unless they change the terms, you only get charged, the price of the call if you choose to dial into the service within every 219 days to keep the email active.
Just using e-mail or the restore option should not incur a charge.
Same has now happened to me - but I can't sign on to Members centre either to "restore" email account - and I'm not phoning Mumbai just to restore it. Guess this means the end of my last "contact" with Freeserve/Orange - I've moved all the important contacts over onto a new email address over the past 15 months anyway, all I was getting was spam.
GOODBYE HORRANGE AND GOOD RIDDANCE !
_________________ Formerly Orange and sad
Now PlusNet and glad!!
Regards Dave
I've read this Forum a lot lately and have now joined in order to add my piece to this thread.
On Friday 15th January all fine and dandy.
On Saturday 16th January ALL Email, that is data, addresses etc.etc. lost.
NO notification of suspended account.......NOTHING
Yes, I used to be a dial up customer and continued to use my Email address and retrieved my account whenever necessary. i have my 'life' on there, sad as it may seem.
I have spoken to India too many times to mention..... Anuja,Leena,Ritika,Queere,Christabel,,to name but a few.
Apparently Orange have a "worldwide problem" that has meant that 'some' customers have not received their Email notification of a suspended account. The ultimate time limit has been reached and ALL data and the account has been lost.
The UK Customer Service has been contacted several times (through another Email address that I have been forced to open but do not want to use)..they are sorry but basically it's gone...The technicians are trying to restore the Email address but NO data or other info..
Orange as an ISP are legally required to keep information on all Emails sent in the last twelve months...not the content ....but the destination.
An application under the Data Protection Act will produce this..eventually.
In their background 'help and support' Orange state quite clearly that "Standard Dial up Pay as You Go accounts cannot be cancelled"... They themselves urge, again in their 'help and support' section, that anyone connecting with broadband but still using a dial up Pay As You Go Email address can continue to use the Email service... Therefore, and I have clarified this legally, I still have a contract with them, which they have broken, and I have a case for a claim against them...I would much rather have my Email data restored but how on earth do you quantify a figure of the damage this has done to me...
I even had mail from a friend who has subsequently died......
I know you're not going to like this piece of advice and for you it's too late but please learn from this experience and never rely on any ISP's webmail to keep your email history.
Download all emails to your computer into for example, Outlook or Windows Mail or Thunderbird.
I had an old freeserve address, periodically I would have to reactivate the account and accept the t&c.
On 14th Jan I was using the account OK (I have an email sent to another account to prove it)
On the 15th I could not access the account and tech support could not re-activate it.
Interestingly enough on their help system "why has my Dial-up Pay As You Go account been suspended?" you get a timetable of the steps Orange are supposed to use for account deactivation.
After 219 days of inactivity an account’s suspended, meaning that on day 220:
* you'll be unable to dial up and connect using your Dial-up Pay As You Go account
* you'll still be able to send and receive emails
* we’ll send you an email to notify you that your account’s suspended
After 225 days of inactivity an account’s still suspended, meaning that on day 226:
* you'll be unable to access your email service
After 259 days of inactivity an account expires, meaning that on day 260:
* you'll be unable to dial-up and connect using your Dial-up Pay As You Go account
* you'll be unable to access any functionality of your account, such as: emails or webspace
* you'll be unable to reactivate your account
Remember, you’ve got up to 259 days to retrieve your account ...
So by my maths, I should have 33 (259-226) days to reactivate my account after email becomes unusable, regardless as to the problems they may or may not be having with warning emails..
I have asked for data restoration, or at the least forwarded to an alternate email.
My email account was also deleted on the evening of the 15th January, without any prior warning.
I rang them on Saturday the 16th and was told that the issue had been reported by lots of other customers and the issue had been escalated, with a view to restoring the accounts.
I expected a large company like Orange to have procedures in place to deal with these situations and as the issue had been escalated I expected them to restore the account asap.
I hadn't heard from them by Monday the 18th and so I emailed them.
They initially responded by informing me of the account deletion procedures (i.e. after 219 days an account is suspended etc.). I then informed them that at no point had I been notified that the account was due to be deleted, otherwise I would have logged into the member centre asap to re-activate the account.
They have since acknowledged that there is a problem :
Quote:
"We do apologise for any inconvenience this may be causing you however we are having a problem at the moment that we are aware of and it involves email account being deleted prematurely. We are looking into this issue at the moment and we are trying our best to retrieve the email accounts that should not have been deleted."
I have emailed them several times since to see if there has been any progress in restoring my account, but I have just had vague replies.
e.g.
Quote:
"We are sorry to learn of the problems you are experiencing with your email account.
We are aware that some of our customers are experiencing issues with
their email account.
The matter has already been escalated and we are working on it. However,
there is no time scale given for this to be resolved."
I even emailed them today asking if I could have a straight answer about whether my account would be restored or not, and if so whether it was likely to be days, weeks or months before it happened.
Once again I just got a standard response :
Quote:
"Thank you for your email.
I'm sorry to learn you're unhappy that you're still unable to access
your email account.
I regret we're unable to confirm when this issue will be resolved, I
understand this is very inconvenient. I can confirm we're still
investigating this issue.
If you've any further queries then please don't hesitate to get in
contact with us again"
I'm determined to keep badgering them until they restore my account, but in the mean time I have been without email at home for 2 weeks and the thought of having to change my email address on dozens of websites and mailing lists I am registered with doesn't bear thinking about.
Since I left Orange in September 2008, I've retained my Wanadoo email address.
I received the first email notification of account deletion in May 2009 and so restored my account via the Member Centre.
But in January this year I received no notification and realised, just in time, that the cause of emails failing to send and receive was the 219 day period so I logged into the Member Centre and successfully restored the account.
Obviously the email notification procedure was not used....for whatever reason
_________________ An ex-Orange guinea pig
"The first third of our lives is ruined by our parents, the second third by 0range then along comes 02 and you die happy."
I'm pleased that at least one thing that Orange told me is true, namely that it is a problem of their making that has affected many customers.
I intend to keep on pestering them and would urge you all to do the same.
I am also on the point of putting together a claim for compensation initially for the 0845 phone calls that I am having to make, the overwhelming majority of them are at their request. The inconvenience and upset that over two weeks (and counting) of missing Email information is also something that I feel needs to be compensated for.....
Don't get me wrong.....I WANT my Email back more than compensation.
I have now made a complaint with the ISPA (Internet Service Providers Association) and would urge anyone else with the same issue to do the same in the hope that it will help resolve this issue quicker.
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I only use 
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