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[chrissie]

Hi everyone,

Hope this is the right place to post this?   I'm asking on behalf of someone else. She has been having intermittent problems with her Orange broadband cutting out et al, then Friday evening I think it was, Orange had problems, think they were off air or something like that but whatever it was, after that she couldn't get the internet and still tonight hasn't got it back on. She rang Orange, was told all the usual things...try all equipment, etc etc, she did all that and today, unplugged everything and tried the Siemens box at the first incoming BT plug and no joy. She also tried a new box that Orange had sent her when they messed up with initial connection and again nothing, internet will not come on but her phone line is ok.

Orange have now said they will "look into it within 48 to 72 hours!!!" I can't believe they will take that long nor can she and yet there's nothing more she can do. Does anyone have any experience of anything like that and been able to rectify it themselves? Up until recently she has been happy with Orange (as am I with mine...sshhh I won't speak too loudly)...so do you think it is down to Orange or her BT line which as I say, is fine for phone calls.

Thank you in advance for any comments and advice you can give.

Chrissie

[roseway]

It sounds as though she has done nearly everything which can be done. The only additional thing I would suggest (if she's up to using a screwdriver) is to connect the router to the test socket, as shown here. If it still doesn't work, then it's not a problem with her internal wiring.

Is there any audible noise on the telephone? If there is, then what to do depends on what sort of Orange connection she has. If it's LLU, then she's still in the hands of Orange, but if she pays her telephone bill to BT, then she can report it to BT as a voice fault.

[waltergmw]

@ Chrissie,

You might just try the link below from your working line (at least up to examining the modem log)  to define precisely where the problem lies, but most of the things you have probably tried anyway.


Kind regards,
Walter

http://help.orange.co.uk/orangeuk/support/personal/514953

[chrissie]

Hi Eric and Walter,

Many thanks for your replies.  Yes she has tried all as suggested and the box doesn't connect even when plugged into the incoming BT connection and she's even tried another box there too (same type as Orange messed up with first one on sending so sent another which she's held on to "just in case").  As for the test box, hers, like ours isn't like that at all, it's an old connection box so doesn't have the test bit in it.  She has the Orange Home start package, calls charged by Orange, line rental by BT. 

I have heard about this "quiet test" that one can do on the line, but will that give an indication if it's a problem only with bband as her telephone line is working ok for calls?  I know what BT can be like when you have services with others, they seem not to want to get involved and try to scare you off with, "it will cost you so much if it's not our fault...".  Still, if it's the only way it can be sorted I guess she will have to contact them or wait to see if Orange get back to tell her there's a fault, they take so long though it seems.

Thank you for your help it's really appreciated.

[Oranged]

Has she received a recent email from Orange saying that they are making improvements to her connection ?

If so then she has been moved onto BT "White Label", the BT-managed IPStream/WBC product, which is the new arrangement for Orange broadband since they outsourced all their UK broadband to BT.

[waltergmw]

@ Chrissie,

Just to be absolutely sure, can you confirm the states of the DSL light and the Online light.
If either of these are out it probably is a (DSL) synchronisation problem or an (Online) Authentication problem.
If you use those words it might persuade the call centre to escalate your problem to their next level of technical specialists.

Kind regards,
Walter

[chrissie]

Hi again,

@ Oranged....I don't know if she had the email from Orange, will try and find out.  Trouble is, it was all working ok until Orange did this maintenance thing between midnight and 6 a.m. last Friday, after that she had no internet at all.

@ Walter....can confirm the lights mention on the Seimens router box aren't connecting as she's tried it several times.  I will tell her what to say when she phones their helpline again...she is getting so annoyed about this or frustrated's more to the point.  Will phone her again to find out how things are going and if she's contacted them again.

[Oranged]

Trouble is, it was all working ok until Orange did this maintenance thing between midnight and 6 a.m. last Friday, after that she had no internet at all.

That sounds like Orange has switched her connection to the new BT one.....was she on Orange LLU before ?

[chrissie]

Trouble is, it was all working ok until Orange did this maintenance thing between midnight and 6 a.m. last Friday, after that she had no internet at all.

That sounds like Orange has switched her connection to the new BT one.....was she on Orange LLU before ?

She is on Orange Home Starter (don't know what Orange LLU is), but if they have switched her over to the new BT one, what difference would that make and why would it cut her off?

[chrissie]

An update:

The problem has been resolved but we don't know how as Orange would not tell her.  She was on the phone to Orange last night and whilst on there they "twiddled a few buttons" and said it was fixed and lo and behold...there was light...erm....tinternet.  She asked what had been wrong but they avoided the question and wouldn't answer so she deduced from that she was right all the time and it was something Orange did!!

Thank you to everyone who offered advice and help, it was much appreciated.

Chrissie

[UncleUB]

Thats good news Chrissie 

No a very good response from Orange support,no doubt something they had overlooked/done wrong at their end. 

[roseway]

Good news but poor support. 

[waltergmw]

Good news Chrisie,

I do wish everybody would be a lot more open about both problems and their resolution. That way we have a much better chance of helping the next time.
ALL human beings make mistakes and there's no harm in admitting that.
You only have to look at the helpful advice offered here which is often the resulting experience of persistent investigations to see the benefits.
Playing a smoke-and-mirrors game is in the end self-defeating and I wish the main incumbent would be the first to admit it !

Kind regards,
Walter