> My broadband connection is 'lost' a number of times every evening (it
> doesn't happen in the day time) starting at about 18:00.  Sometimes it
> 're-dials' (usually connecting at a slightly lower speed) but
> sometimes I have to reconnect manually and sometimes it will
> 'complain' that there is no
> dial tone.  This started only when Wanadoo (now Orange) upgraded the
> connection from 2.2Mb to a now (at least) reported 6.6Mb.  I should
> have a continuous connection - or at least a seamless re-dial as and
> when that is necessary.
>
> It is very difficult to get Orange to take this problem seriously.  In
> the true tradition of call centres each 'agent' spoken to has a
> different view
> of the cause and there is no 'joined-up' thinking.  Each time I speak
> to someone we have to go through the ritual of unplugging, plugging
> the modem, closing down, booting up as they just will not believe that
> it was done
> before.  I have downloaded and installed the driver update for the
> SpeedTouch330 modem.
>
> I suspected that the fault is with BT not coping well with increasing
> traffic.  However, surely, traffic in the day time is also heavy and I
> shouldn't see this problem past midnight?

"Malke" <notreally@invalid.invalid> wrote in message
news:%23mkbukf7GHA.3740@TK2MSFTNGP05.phx.gbl...
> Bill Ridgeway wrote:
>
>> My broadband connection is 'lost' a number of times every evening (it
>> doesn't happen in the day time) starting at about 18:00.  Sometimes it
>> 're-dials' (usually connecting at a slightly lower speed) but
>> sometimes I have to reconnect manually and sometimes it will
>> 'complain' that there is no
>> dial tone.  This started only when Wanadoo (now Orange) upgraded the
>> connection from 2.2Mb to a now (at least) reported 6.6Mb.  I should
>> have a continuous connection - or at least a seamless re-dial as and
>> when that is necessary.
>>
>> It is very difficult to get Orange to take this problem seriously.  In
>> the true tradition of call centres each 'agent' spoken to has a
>> different view
>> of the cause and there is no 'joined-up' thinking.  Each time I speak
>> to someone we have to go through the ritual of unplugging, plugging
>> the modem, closing down, booting up as they just will not believe that
>> it was done
>> before.  I have downloaded and installed the driver update for the
>> SpeedTouch330 modem.
>>
>> I suspected that the fault is with BT not coping well with increasing
>> traffic.  However, surely, traffic in the day time is also heavy and I
>> shouldn't see this problem past midnight?
>
> This sounds like a hardware problem either with the cable modem or with
> the cable company's network. You will need to escalate this and get
> them to replace the modem and check their equipment. I'm leaning
> towards the problem being with their external equipment; perhaps the
> cooler temperatures at night are making the hardware fault.
>
> Malke
> --
> Elephant Boy Computers
> www.elephantboycomputers.com
> "Don't Panic!"
> MS-MVP Windows - Shell/User

> You also wrote <<You will need to escalate this and get them to
> replace the
> modem and check their equipment.>>  Would that it should be that
> straight
> forward I would have done it by now.  Every time you phone Orange you
> speak
> to a different person each with their own take on what should be done.
>  I did get as far as being promised a replacement modem but, even
> after several reminders and denial that it had ever been promised in
> the first place, it
> has not arrived.  A big problem with call centres is the call centre
> mentality of I can deal with everything - even if it's beyond them to
> do so. Breaking into that unvirtuous circle to speak to someone who
> knows what they're doing AND get to do it seems to be impossible -
> it's designed to be and that they can get right!

> Thanks Malke.
>
> You wrote <<I'm leaning towards the problem being with their external
> equipment; perhaps the cooler temperatures at night are making the hardware
> fault.>>  Interesting theory.  This problem has been going on since May
> during which we've seen a wide temperature range,.
>
> You also wrote <<You will need to escalate this and get them to replace the
> modem and check their equipment.>>  Would that it should be that straight
> forward I would have done it by now.  Every time you phone Orange you speak
> to a different person each with their own take on what should be done.  I
> did get as far as being promised a replacement modem but, even after several
> reminders and denial that it had ever been promised in the first place, it
> has not arrived.  A big problem with call centres is the call centre
> mentality of I can deal with everything - even if it's beyond them to do so.
> Breaking into that unvirtuous circle to speak to someone who knows what
> they're doing AND get to do it seems to be impossible - it's designed to be
> and that they can get right!
>
> Regards.
>
> Bill Ridgeway
> Computer Solutions
>
> "Malke" <notreally@invalid.invalid> wrote in message
> news:%23mkbukf7GHA.3740@TK2MSFTNGP05.phx.gbl...
>> Bill Ridgeway wrote:
>>
>>> My broadband connection is 'lost' a number of times every evening (it
>>> doesn't happen in the day time) starting at about 18:00.  Sometimes it
>>> 're-dials' (usually connecting at a slightly lower speed) but
>>> sometimes I have to reconnect manually and sometimes it will
>>> 'complain' that there is no
>>> dial tone.  This started only when Wanadoo (now Orange) upgraded the
>>> connection from 2.2Mb to a now (at least) reported 6.6Mb.  I should
>>> have a continuous connection - or at least a seamless re-dial as and
>>> when that is necessary.
>>>
>>> It is very difficult to get Orange to take this problem seriously.  In
>>> the true tradition of call centres each 'agent' spoken to has a
>>> different view
>>> of the cause and there is no 'joined-up' thinking.  Each time I speak
>>> to someone we have to go through the ritual of unplugging, plugging
>>> the modem, closing down, booting up as they just will not believe that
>>> it was done
>>> before.  I have downloaded and installed the driver update for the
>>> SpeedTouch330 modem.
>>>
>>> I suspected that the fault is with BT not coping well with increasing
>>> traffic.  However, surely, traffic in the day time is also heavy and I
>>> shouldn't see this problem past midnight?
>> This sounds like a hardware problem either with the cable modem or with
>> the cable company's network. You will need to escalate this and get
>> them to replace the modem and check their equipment. I'm leaning
>> towards the problem being with their external equipment; perhaps the
>> cooler temperatures at night are making the hardware fault.
>>
>> Malke
>> --
>> Elephant Boy Computers
>> www.elephantboycomputers.com
>> "Don't Panic!"
>> MS-MVP Windows - Shell/User
>
>