How to get Orange to do more?

A friend is on Orange BB but has asked me to help out as he isn't very
"technical".

Basically his ADSL stopped working one day. Nothing changed as far as wiring
in his house etc. was concerned, but basically the router couldn't sync to
the exchange (DSL Light flashes, PPP light off).
We rang Orange support and they refused to help as we had a router, so I
dragged out the old Speedtouch USB modem which they *do* support and got the
same result. USB light on solid, ADSL light flashing green. "Dr Speedtouch"
basically stops at the checking the line bit.

Now, Orange (whos support people seem to be in India reading questions off a
screen) have been through the same thing 3 times now; i.e. leave it plugged
in for 48 hours, we'll do a line check. They never ring back, so we call
them, and get through to someone new who then does the same thing. Its now
been down for almost 2 weeks and I dont see how to progress it. Firstly, is
there anything else I can check myself? Secondly, how can I get someone else
to look at it? Can Orange not send an Engineer out for instance to test it
themselves? I suggested this last time I spoke to them and they were very
uncommittal.

"JamesB" wrote in message

>A friend is on Orange BB but has asked me to help out as he isn't very
>"technical".
>
> Basically his ADSL stopped working one day. <snip rest of post>

This is very basic advice and you may have tried it already, but if you
haven't then ....

Assuming your friend has a BT NTE5 main socket then remove the two screws,
unplug the face plate, plug your router/modem into the now revealed socket
and see if it syncs. If it doesn't then the fault is outside your control so
I'd guess you need to get Orange to contact BT.

JC

"JC" <tullyhubbert@ (Spam Trap) yahoo.com> wrote in message
news:(E-Mail Removed)...
>
> "JamesB" wrote in message
>
>>A friend is on Orange BB but has asked me to help out as he isn't very
>>"technical".
>>
>> Basically his ADSL stopped working one day. <snip rest of post>
>
> This is very basic advice and you may have tried it already, but if you
> haven't then ....
>
> Assuming your friend has a BT NTE5 main socket then remove the two screws,
> unplug the face plate, plug your router/modem into the now revealed socket
> and see if it syncs. If it doesn't then the fault is outside your control
> so I'd guess you need to get Orange to contact BT.
>
>

Had occurred to me - the "master socket" is inaccessible behind a radiator
(looks older than a normal one) and has a short extension wire coming out of
it to the "real" master socket. I'd ideally want to test it before getting
stroppy as well - the user says that hasn't been touched/changed ever... so
not sure.

Hi,

I had what sounds like a very similar problem with Wanadoo before Orange
bought them, after numerous calls (cost over £30 in the end) it turned out
thar BT had disconnected something in the exchange. As far as I could find
out the only people I could talk to were Wanadoo as my contract was with
them and as far as BT was concerned I didn't exist.

Good luck, in the end mine was fixed very soon after I started threatening
to stop my direct debit and to transfer my custom to another ISP. Also when
it is fixed make sure you ask for a refund for the time the service was
down, I got mine as 2 months free connection after a 7 week series of
breaks.

Graham



"JamesB" <(E-Mail Removed)> wrote in message
news:45f009ee$0$22127$(E-Mail Removed)...
>A friend is on Orange BB but has asked me to help out as he isn't very
>"technical".
>
> Basically his ADSL stopped working one day. Nothing changed as far as
> wiring in his house etc. was concerned, but basically the router couldn't
> sync to the exchange (DSL Light flashes, PPP light off).
> We rang Orange support and they refused to help as we had a router, so I
> dragged out the old Speedtouch USB modem which they *do* support and got
> the same result. USB light on solid, ADSL light flashing green. "Dr
> Speedtouch" basically stops at the checking the line bit.
>
> Now, Orange (whos support people seem to be in India reading questions off
> a screen) have been through the same thing 3 times now; i.e. leave it
> plugged in for 48 hours, we'll do a line check. They never ring back, so
> we call them, and get through to someone new who then does the same thing.
> Its now been down for almost 2 weeks and I dont see how to progress it.
> Firstly, is there anything else I can check myself? Secondly, how can I
> get someone else to look at it? Can Orange not send an Engineer out for
> instance to test it themselves? I suggested this last time I spoke to them
> and they were very uncommittal.
>

JamesB wrote:

> Can Orange not send an Engineer out for instance to test it
> themselves? I suggested this last time I spoke to them and they were very
> uncommittal.

Find another ISP.

It's clear that the idiot useless ISPs expect ppl to leave in order to get their
problems fixed. That's my experience.

Graham

Graham Naylor wrote:

> Hi,
>
> I had what sounds like a very similar problem with Wanadoo before Orange
> bought them, after numerous calls (cost over £30 in the end) it turned out
> thar BT had disconnected something in the exchange. As far as I could find
> out the only people I could talk to were Wanadoo as my contract was with
> them and as far as BT was concerned I didn't exist.

That's the way it is with LLU. It actually *isn't* BT's problem. Yoi're not
running on their kit any more. With LLU the only contract you have with BT is
for *VOICE* service.

Graham

Hi,

That's what I was trying to say, my Broadband contract is with my ISP and
the fault was with the BT exchange and the only people I could talk to was
the ISP who said BT reported the line as ok.

Graham

"Eeyore" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
>
>
> Graham Naylor wrote:
>
>> Hi,
>>
>> I had what sounds like a very similar problem with Wanadoo before Orange
>> bought them, after numerous calls (cost over £30 in the end) it turned
>> out
>> thar BT had disconnected something in the exchange. As far as I could
>> find
>> out the only people I could talk to were Wanadoo as my contract was with
>> them and as far as BT was concerned I didn't exist.
>
> That's the way it is with LLU. It actually *isn't* BT's problem. Yoi're
> not
> running on their kit any more. With LLU the only contract you have with BT
> is
> for *VOICE* service.
>
> Graham
>

Graham Naylor wrote:

> Hi,
>
> That's what I was trying to say, my Broadband contract is with my ISP and
> the fault was with the BT exchange and the only people I could talk to was
> the ISP who said BT reported the line as ok.

Yes. I've been caught in the same kind of loop when I was with Plusnet on an LLU
circuit that they moved me to without my prior knowledge.

You might as well give up quite frankly.

In my case Plusnet and Tiscali (Plusnet's LLU provider) just bounced my problem
back and forth between each other with all manner of half-arsed explanations and
excuses and refused to get BT involved.

As soon as I managed to escape their evil clutches and get back to a BT circuit,
the BT guy came out and diagnosed the problem in about 5 minutes flat ( purely
from my description of the problem that I'd made Plusnet fully aware of no less
than 2 months previously ) and fixed it in about 5 minutes more.

Graham

"JamesB" <(E-Mail Removed)> wrote in message
news:45f01edf$0$22123$(E-Mail Removed)...
>
> "JC" <tullyhubbert@ (Spam Trap) yahoo.com> wrote in message
> news:(E-Mail Removed)...
>>
>> "JamesB" wrote in message
>>
>>>A friend is on Orange BB but has asked me to help out as he isn't very
>>>"technical".
>>>
>>> Basically his ADSL stopped working one day. <snip rest of post>
>>
>> This is very basic advice and you may have tried it already, but if you
>> haven't then ....
>>
>> Assuming your friend has a BT NTE5 main socket then remove the two
>> screws, unplug the face plate, plug your router/modem into the now
>> revealed socket and see if it syncs. If it doesn't then the fault is
>> outside your control so I'd guess you need to get Orange to contact BT.
>>
>>
>
> Had occurred to me - the "master socket" is inaccessible behind a radiator
> (looks older than a normal one) and has a short extension wire coming out
> of it to the "real" master socket. I'd ideally want to test it before
> getting stroppy as well - the user says that hasn't been touched/changed
> ever... so not sure.

James B wrote <<the user says that hasn't been touched/changed ever>> How
many times have we genuinly come across that one yet we know that these
things don't happen of their own accord. The secret is infinding out what
has happened.

James also wrote <<the "master socket" is inaccessible behind a radiator>>
Has an accumulation of dust caused a short circuit. Has an office mouse
caused some damage? Has the heat from the radiator caused a problem? Has
the friend moved something that has snagged and pulled the lead?

When you've exhausted the logical you need to start looking at the not so
likely!

Regards.

Bill Ridgeway
Computer Solutions