So, I phoned Orange at 1.00pm today and went home to check my connection. Still no connection.
The first person I spoke to said they were doing a test on MY line and they found no problem. Then he admitted there was power outage and it affected all Orange internet customers in the area. I asked for a timescale and he said “it could be 24 hours” which is what they seem to be saying every time you phone. I asked to speak to a supervisor and then got put on hold for 10 minutes and I eventually hung up.
I phoned back to ask for my MAC code to swap providers. They asked why I wanted it and then they said “ahhh there is a serious problem in your area”. Very clever. I got put through to cancellations and asked for my MAC code, they did nothing to try and keep me or apologise. I haven’t cancelled yet but have asked for the code so that I can consider it.
The girl asked if she could email it out to me. Switched on.
So, it seems, another 24 hours..... I have serious doubts this will be resolved by the end of the week!
Hi Jamie and everyone else, thanks for keeping this thread up to date. Yes, my friend in Inverness still not connected either and pretty upset now! Will be interested in knowing how long it takes for MAC code to be sent to you (by snail mail presumably). She's ready to quit and move on too.
I just got a text saying we have an update on your call I phone to be told and I quote the update is ..”there is an outage it will be back when its back.” Orange will not and cannot chase the call stating it isn’t there problem! This has been 6 days! They are saying again 24 hrs which they have been saying since Wednesday!
They told me that there is a team working on it (which is nonsense if you go into the Orange shop they say engineer was last out on Thursday and will go out today”) but they can’t and wont contact them nor will they give us contact details!
They are complaining at people for getting annoyed they are no help sooner I get my MAC code the sooner I can get a proper service! Customer services don’t care neither do Orange!
Bad weather has been blamed by broadband provider Orange for disrupting services in Highlands and Moray since early last week.
Properties and businesses served by the Inverness, Macdhui and Forres telephone exchanges have been affected.
A spokeswoman said customers may be experiencing a loss of their broadband services.
She said: "This is due to adverse weather conditions that has damaged equipment of a third party supplier."
The spokeswoman added: "We are working with the third party supplier to do everything we can to resolve this and we would like to apologise to customers for any inconvenience caused."
Last week, heavy snow closed roads and disrupted rail services in Aberdeenshire, the Highlands, Perthshire and Moray.
Orange don't give much of an explanation though do they. I mean, what do they really mean - third party equipment? I'm in Farr, near Inverness. I wonder why I'm not affected? Perhaps it's because my exchange is fairly new. My poor friends in Inverness are so fed up!
surprise, surprise, monday night and still no line. i'm using an o2 (now Sky) mobile dongle which at least works. i phoned yet again today and asked for my MAC code. i was finally put on to an english speaking faults engineer who appeared to know a little more about it. he says Orange rent equipment in BT's premises and when it goes wrong BT won't fix it. engineers from Orange have to be sent up here, but hardly airlifted as i was previously told on the phone! he did actually phone me back an hour later and can't specify any further news. i received an email with this in it
"there is a major service outage in your area due to fibre optic exchange
link down
We are endeavouring to resolve as quickly as possible but due to adverse
weather conditions this is taking longer than expected.
Sorry for the inconvenience But this is being treated as a high priority
issue,."
does this make any sense to anyone? if you look at the map of coverage on Orange main site there is a tiny pocket in the town greyed out, i live there as do some of my friends.
strangely enuf, i can receive but not send email from oe with my Orange address. one indian wifie on the phone today said even if i changed provider i wouldn't be able to access my internet line, but i doubt this very much. anyone know?
this is so frustrating. despite the cost of BT, they do at least keep their lines open.
I hardly dare say it, but I'm so lucky that the Farr exchange is not involved. I've been cursing the heavy dumps of snow we've been getting up here since December that have hampered driving in and out of Inverness, but at least my Orange broadband hasn't been affected.
My next door neighbour is a BT engineer, and he assures me that whatever the problem is, it has nothing to do with BT. He says it can only be the Orange server or one of their masts. If it was a problem in a BT exchange then it would affect all isp's, not just Orange, and the phone lines would also be affected. So, whoever the 'third party' is, it's not BT.
We have an internet phone as part of our Orange package, and needless to say it's not working either. We use it as the contact for a local animal welfare charity, so we've been hit by a double whammy.... no internet, and the loss of an important phone line.
Had an email from Orange at work this morning basically saying there engineers are looking into it but they have no timescale for a fix. Great customer service I don't think
derikraven wrote:
My next door neighbour is a <a href="http://btbb.at/theside?LID=21">BT</a> engineer, and he assures me that whatever the problem is, it has nothing to do with <a href="http://btbb.at/theside?LID=21">BT</a>. He says it can only be the <a href="http://www.maccodes.co.uk" target="MAC">Orange</a> server or one of their masts. If it was a problem in a <a href="http://btbb.at/theside?LID=21">BT</a> exchange then it would affect all isp's, not just <a href="http://www.maccodes.co.uk" target="MAC">Orange</a>, and the phone lines would also be affected. So, whoever the 'third party' is, it's not <a href="http://btbb.at/theside?LID=21">BT</a>.
We have an internet phone as part of our <a href="http://www.maccodes.co.uk" target="MAC">Orange</a> package, and needless to say it's not working either. We use it as the contact for a local animal welfare charity, so we've been hit by a double whammy.... no internet, and the loss of an important phone line.
Time I think for all Orange users in the area to request there MAC codes. The least Orange could be doing is posting responses on the website stating what the problem is and who is responsible for sorting it. As far as I am concerned this is Orange, if they have a problem with a provider it is still Oranges' responsibility to get it sorted (Sorry getting fed up with this now), and this blaming the weather doesn't cut it; Orange are supposed to be a professional provider if they are relying on a single fibre link something is far wrong; they should be re-routing the traffic to the servers. Inverness is in the Highlands not Mars and is the major city in the north of Scotland hardly a remote location.
As Borednow posted it does seem to be a break in comunication between the local exchanges and the Orange servers as the ADSL is up but Authentication doesn't even initiate.
Lots more Orange customers in the area coming out of the woodwork now and finding that it's not just their problem. Many have called Orange and been made to waste time going through their pointless check list. Yes, gorgeous sunny day and still no resolution. I'm so glad I don't live in the town right now.
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