Orange Home Broadband

[classylady60]

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 so much if you can throw any light on the subject.

CL

[deggers316]

i'm very happy with orange for many years i had the same problem once and it was the bt phone line
unplug all except the phone then dial 17070, press option 2 (quiet line test) you should here silence any noise on it let bt know they will check it out and confirm a fault as in my case it was the rectified it and all was well not oranges fault at all

[classylady60]

Thank you deggers I will pass that on. Did you have any problems getting BT to rectify the fault seeing that you were with Orange?

[deggers316]

no they got back me me said they had traced the fault to a box down the road from me and fixed in within three days,they will check back also to ask if your problem has been solved

[deggers316]

there are responsible for the line as they charge you for it ,
nothing to do who your calls are charged to (orange)

[Old_Geezer]

Getting phone related service supplier to work fast isn't easy no matter who you are with. I don't think it helps that few have control over the whole system so are dependent on other companies to check their bit some of the time.

If it is any consolation I presently have no home broadband (nor phone) since BT failed to send their bill (4 times now) blamed me for not receiving it and paying it, and without warning cut me off. (For over a week now.)

Problem also is that it could be a number of things, some of which are yours (PC/router/modem) some the line provider, and some the Internet provider. I note you have tried a new "orange box" but generally, if you have spare equipment you could try a different PC, different router, different modem, etc. and see if the problem goes away. You could try plugging it al into a different phone socket. Are you using the main one ? Try taking off other phones in case something connected is causing a problem.

Aside from that I guess you can only sit tight and hope they solve it more quickly than the time they gave you (which hopefully is a worst case scenario - maybe).

[classylady60]

Sorry to hear you're without your phone line OG must be awful and knowing how these companies "act" I don't envy your trying to sort it out. As for this problem, she has tried other phones, unplugging everything, trying the box at BT line source, used laptops to try and connect but all to no avail. At the moment she hasn't got BT involved but is waiting for Orange...I personally would have got BT on to it as well because the line is old so maybe that is part of the problem EVEN THOUGH she can make and receive telephone calls.

I'm no techy but as she's tried everything else with the equipment I can only feel it is the line or a connection/disconnection problem with Orange. Makes you wonder if they have discontinued her account in error as that's all it could be as payments are taken automatically and nothing is wrong there.

I will tell her about the "quiet test" to see if she is willing to do that but other than that as you suggest she may well have to sit tight and wait for them to sort it.

Thank you both for your input it's very much appreciated.

CL

[deggers316]

well you can only help so much..........
the quiet line test is essential to see if its bt at fault
(there's no charges for this test or repair if its their fault)

[AlBags]

There is always a problem with INSUFFICIENT 'gain' on the line (or noise on line)
If you are in a village with OLD copper wiring .. BT may eventually try swapping an incoming wire pair over to the exchange junction box local to you (in your area) or will find ... supposedly .. a fault at exchange .. and all will be well.
Typical symptom is good phone line .. but zero,bad or poor internet connectability. This is not helped by 'contention' ratio (people sharing bandwidth available)
One cheap way is to use a wireless router instead of a USB modem .. a router keeps trying to connect until sucessful .. so that helps the supplier out!
Be patient until BT call at door.

[classylady60]

Thanks allbags.,..she has a router not a modem but it's not connecting and hasn't done since Orange did maintenance work last Friday between midnight and 6 a.m. It was working fine until then and now she has no internet even trying it with desktop and laptops, the router won't connect. Strange that all was working ok until then and now nothing. Orange hasn't even got back to her with any solution or explanation. She has now done the quiet test and found nothing wrong, phoned BT and they want to send an engineer out sometime this week. Difficult to know where or with whom the fault lies and IMO Orange don't seem to be very helpful at this juncture.

[deggers316]

i know this sounds silly but has she tried resetting the router ie un-install it with the orange un-installer then reinstall with the cd from orange with your e-mail and password
(following it to the book)

[classylady60]

Hi deggers,

No she hasn't done that and I know she won't uninstall the box as she is adamant nothing has changed that she has done and that it's down to Orange "mucking about" on that Friday. She has done a reset though which didn't help at all. However, if all else fails she will have to look at doing an uninstall and reinstalling the router, but atm she is waiting for Orange to get back <drumming fingers on desk lol> and BT to come Friday to look at the connection box into the house. Seems all can do atm as she's done all the suggestions on Orange's site and by their script from the techy staff over the phone.

[Coldicote]

Perhaps this is too obvious but has she checked with neighbours whether they have the same problem?

[classylady60]

Hi Coldicote

Don't think she's done that because they aren't with the same ISP, will ask her tonight when I speak with her though, thanks for that.

[deggers316]

it takes nothing to reinstall the router, 5 mins
this can cure lots of problems if she cant be bothered well that's her loss i know id try anything than wait around from a call from "India"

[AlBags]

The ruddy router doesn't need re-installing .. There are no special drivers to install at all.
You do not even need an install disc to set up an ISP router.
Most of all, the software adds BRANDING all over the computer.
If it shows as connected in Network properties it is ok. Leave alone.
It is your Exchange or wiring to the house, by the sound of things.
Be patient : )

[deggers316]

well its been advise by orange to me when i "once" had problem it cured it

[deggers316]

by that i mean reset it with a pin in the hole at the back of the router a presume it's a Siemens se572

[deggers316]

if your still interested?? type http://192.168.1.1/ in your internet explorer address bar, the Siemens configuration will open up type ADMIN in the pass word box click on internet then internet connection see if your e-mail address is in the appropriate box and your password if not that's what's wrong