COMPUTERS, THE AGONY AND THE ECSTASY

[Stanley]

Thanks for that Pluggy. I'll not do anything other than send Orange an abusive mail each morning.... From the sound of your service they are having a problem somewhere. The one consolation is that the 5mps ios rock solid..... (Should I have said that? Tempting fate?)

[Tizer]

Haven't Orange been taken over by something called EE? With a name like EE anything could happen! Perhaps it should be called HEHE?

[Big Kev]

Haven't Orange been taken over by something called EE? With a name like EE anything could happen! Perhaps it should be called HEHE?

EE (Everything Everywhere) has been associated with Orange/T_mobile for quite a while, there was an official "launch" recently finally combining the two.

[Pluggy]

I need a new laptop. I was going to get a Mac to sync with my iPad, however on reflection it would not be any good to me as I have several programmes that I have paid a lot of money for for a Windows machine ( Embroidery design, knitwear design, dressmaking pattern maker, family tree programme) so it will have to be a new Window machine. Bob says Windows 8 has has bad reports, what can anyone tell me about it

I have Windows 8, from somebody who isn't a windows fan. I quite like it. It isn't Windows, "Panels" would probably be a more apt name. Remember the Ubuntu discussion in here a while back ? Ubuntu 12.04 was considered a radical departure from the norm. It looks very conservative alongside Windows 8. Its very clear its designed for touch screens (aka Tablets) the general consensus is that Microsoft has been forced this way by the popularity of Tablets. It also runs on non Intel/AMD processors which is fairly radical for windows. If its running on standard PC hardware rather than phone/tablet hardware it should run Windows software designed for earlier versions of windows. The present 'Microsoft Surface" being pushed on the telly, is an ARM processor and runs Windows RT which is Windows 8 for ARM, it won't run existing Windows software. There is another version being launched in January, which will use an Intel processor and will run existing windows software. To be brutally honest there is something of a dual personality going on in Windows 8, Theres the very pretty 'Metro' Interface which is what you see on the telly ads, and the Desktop which is where most existing software runs. It looks a lot like Windows 7 without a 'Start' button. The two aren't really involved with each other.

I can probably do something with your existing Laptop if its not terminally sick.....

I wouldn't touch anything with a Celeron processor, they are the cheap end and it shows. I would consider an Intel I3 to be the minimum processor if you're buying for yourself. Better processors don't age as fast. Celerons are OK for cheap computers for somebody else. Unless you're a 3D games fiend, Intel intregrated graphics are fine in my experience.

Back on EE (Orange) Broadband, Mines down to 1Mb/s with it plugged into the test socket and the phone line has an horrendous crackle. Its looking like I'm going to need to do battle with "John".

[Tardis]

The Library computer upgrade appears to have downgraded actual usage of the computers

[Pluggy]

I did battle with "John" (He didn't actually mention his name or I didn't hear and I didn't ask) It took my daughters boyfriend who has seriously better hearing than me to translate what he was saying. Did a whole pile of tests (which I'd already done) followed by a router hard reset and put the credentials back in(which I hadn't done). No avail, he eventually decided that its the router (unplugged, the telephone loses the crackle) Changing the filter had no effect. They're sending me another router..........

If I wasn't so dependant on the second line (which is unique to orange liveboxes) I'd have swapped it out for another myself. (I have a collection, but not another livebox).

It took an hour and a half and a call back on my mobile phone.

[Whyperion]

I guess Orange / T-Mobile never considered Yorkshire - 'ee... .

Is internet actually working at the Library ?

[Stanley]

Pluggy, I've got 10mps this morning so there is hope. If you want to call round and pick up the black router you sold me that cured my problems you're welcome, just give me a ring before 10:30. New filter with it as well.
PS. I threatened them with a new provider on Friday......

[Sue]

Thanks Pluggy , Bob understood what you said. My laptop hasn't died, I have just nicely used up its hard disc. Bob bought me an external hard drive and I archive stuff on to it, and my photos. At the moment some of the specialist program's I mentioned aren't on the laptop. They were on a seriously old computer that died quite magnificently! Bob rescued all the files on to CDs, but I want to put my program's on a laptop rather than the other desktop that we have, then it will be more portable. My present laptop will just not take anything else and is seriously slow, it's also quite old.

[Pluggy]

Pluggy, I've got 10mps this morning so there is hope. If you want to call round and pick up the black router you sold me that cured my problems you're welcome, just give me a ring before 10:30. New filter with it as well.
PS. I threatened them with a new provider on Friday......

Its OK Stanley, it won't do second line which we've become dependant on (or wireless which the rest of the family use) . I have about 3 or 4 routers that would do the intenet bit. My second line is working as is the the internet albeit slowly ( 1Mb/s again this morning and main telephone line still crackling). I'll wait for the new Livebox (or recycled, I don't think they're made any more). I've tried 4 different filters, none of them improve the situation including a brand new BT one still in it's box. (I have a collection of them as well).

Threatening them with leaving is a good motivator, did you get put through to the retentions department ? ( They were in the UK the last time I dealt with them ).

[Stanley]

Did it by email Plugs. Why should I spend my life on the phone! Still running at 10mps this morning but faster than it was and I feel no pain. I'll just leave them to stew for a while. Do you pay line rental to BT? If so, get them to test your line, you may have an old fashioned bad connection. One of the reasons why I keep my accounts separate.

[Big Kev]

Did it by email Plugs. Why should I spend my life on the phone! Still running at 10mps this morning but faster than it was and I feel no pain. I'll just leave them to stew for a while. Do you pay line rental to BT? If so, get them to test your line, you may have an old fashioned bad connection. One of the reasons why I keep my accounts separate.

Doesn't really matter who you pay your line rental to, it's still BT's responsibility. Orange did the initial investigation on my broadband and then sent a BT engineer.

[Pluggy]

As Big Kev says, I pay my line rental to EE/Orange. But its still BT Openreach that deal with the hardware. EE (or at least it was the same guy on the phone for the whole call) did the line testing and say theres nothing wrong. The magic way the crackling disappears from the main telephone line when the router is unplugged suggests they are probably right.

[PanBiker]

Same with me with Talk Talk when I had my line problem. Got through first level tech support to someone who could tell I knew what I was talking about. They logged the service request with BT who own all the infrastructure from exchange to master socket. BT engineer tipped up and confirmed my diagnosis ending with a complete multipair cable replacement from pole to cabinet at the bottom of the street. 17Mbps solid ever since.

[Stanley]

Good. I am still only getting 10mps and they want me to contact tech support by phone again. Grrrrrr!!!!

[Tardis]

The library computers appear to be a bit hit and miss today after being taken out of service on Saturday.

I'm presuming that no one worked on them over the weekend as the problems are still exactly the same:

Thank you for your email. We are very sorry that you have been inconvenienced by the essential upgrade to our library computer booking system. Our IT department and the system supplier have been working constantly to rectify the problems such as those encountered by yourself. I can advise you that if you continue to have problems accessing the sites below, logging out and back in may resolve it.

We tested the system extensively before and immediately after the upgrade, prior to opening it up to the public. One thing we were unable to test however was its ability to cope with usage on the 900+ public computers in our libraries. The supplier has since increased the system's capacity, and we hope that all problems will soon be resolved.

Please accept our sincere apologies for your inconvenience. We planned the work to commence on a day when several libraries are closed (Wednesday) and anticipated that it would run into the following day, but we were unable to forsee the problems as above.

That was the email reply I got on Friday just before they tweeted that the system would not be available on Saturday.

It is exactly the same today.

The McAffee is blocking access to most websites if you can get on, but the system itself is taking some time to actually log on

[Stanley]

Still running at 10mps. I cracked and rang them and was told I couldn't expect 16mps solid so I blew my top and asked to be put onto a supervisor. Promised he or she would call within an hour. Guess what, no call-back. It's like fighting fog! I shall sit back and wait for their call. By the way, I'm keeping a log......

[Tripps]

I strikes me that the more you get - the more you want. It is not too long ago that I first got downloads at 6MBs and was delighted. I don't deal in massive file transfers, so it was adequate for my requirements. I just checked now, and find it is up to 10MBs, and I hadn't noticed any difference. I think my brain speed is declining in inverse ratio to the download speed, so everyone's happy.

[Stanley]

You're probably right David but the thing that bugs me is the fact that the 16mps is available and I'm paying them for it. I've reached the end of my tether and I was talking to Doc yesterday about his experience on Talk-Talk. I know they are all much of a muchness but I am already a TT customer for calls and they have an offer on at the moment that gives me three months free internet access and after that it's half the price I pay Orange. In addition the offer includes free UK calls and for £3 a month I can get free calls to Oz as well! I am not a good man at changing providers, I have been with Orange since it was Freeserve but I am on the verge. If speed isn't improved very soon (or the supervisor rings me back) I am off down the road.
By the way, am I right in thinking that I have to cancel the direct debit to Orange?

[Stanley]

Later. I sent this email to the Kids....

As you know I have been getting more and more frustrated with Orange and the constant battle to get what I was paying for off them. I spoke to Doc yesterday and he told me how easy it was to swap to Talk Talk (who do my calls at the moment) So I rang them this morning (on a free phone line) and spent 40 minutes talking to a very polite young man. The consequence is that I am now in the change-over period of 15 days to them. There is a possibility that my email address will not change, if it does I'll let you know. This service includes all my calls including those to Oz and the States and is a lot cheaper than what I was paying Orange. First 3 months broadband is free and after that £6.50 per month, half what I was paying Orange. Their service is faster as well, they say my line checks at between 18mps and 22mps which is faster than Orange ever was (It's only 10 at the moment).

So I've taken the leap. I know they all have faults but TT would have to work very hard to be as bad as Orange has been over the last two years. What surprised me was how comprehensive the change over ser4vice is, even to the point where I may be able to keep my email address which will save a lot of mailings to people. I march forward into a TT future!

[Tripps]

Good luck with that! I am also a very reluctant changer. Fot what it's worth, this may be of interest. (From BBC website fairly recently)

"TalkTalk remains the most complained about landline and broadband provider, according to UK regulator Ofcom. It has topped the chart since Ofcom began publishing it in October 2010. Complaints about its broadband service often related to line faults while landline quibbles focused on billing and customer service, Ofcom said."

[PanBiker]

I have been very happy with my Talk Talk experience so far. OK I was migrated automatically from Tiscali when they were bought out so it was all very painless. Soon after the takeover I was offered the up to 20Mbps service when they installed their own kit at the exchange. Any loss from the speeds available at the routers at the exchange are purely down to the quality of the infrastructure between the exchange and any given master socket. I get 17Mbps across town from the exchange here on the Croft. Talk Talk have always offered me any upgrades that have become available in a timely manner and I have taken advantage of the ones I want and not bothered with the ones I don't.
My dealings with customer service have been reasonably pleasant. It may help having come from a customer support background myself that I have a bit of nous about how to handle myself when asking for support or help. In all organisations such as these, the first line support are working to a fixed script and will try to send you away to try something and then ring back if you still have the problem. If you can get past this first level and actually talk to someone who does not need the script you usually get results.
Clearly in Stanley's case it would appear that Orange do not follow this model. So a switch to another ISP who, in the case of Barlick, definitely can deliver the goods cannot be a bad thing. As a new customer you should be prioritised to get what it says on the tin as well. You could throw rocks at the exchange from where you are Stanley so it should be pretty good.
I kept my original email address from Tiscali as well when I migrated. You will also have access to additional ones from Talk Talk if you want them, smart move if you ask me and cannot be worse than the way you were treated by Orange.

[Gloria]

I threatened to leave Orange a while ago and a very nice lady rang me to ask why. I told her I couldn't understand the overseas person and that they had trouble understanding me. She gave me a new cheaper package with everything I had before, also a UK number to ring with problems------and that is where the problem starts, you can never, ever get through, so what good is that???
I get so frustrated, and I suspect age has a lot to do with that, but surely things could be a lot simpler. When, and if, I get past the first stage person, I then have no problem, I am on to who I should now get in the first place.

[Stanley]

David, they say that about British Gas as well and I have always had good service.
Ian, nice to hear from a satisfied customer, thanks for the reassurance. They say I could get up to 22mps, I am near the exchange and evidently their new router is an improvement on the old ones. Apart from anything else, overall I shall save over £15 a month for the first three months and about a tenner a month thereafter even though I pay £3 a month for free calls to Oz and US. Actually though the main bonus will be getting Orange off my back, they have treated their customers very badly in Barlick over the last two years and never offered a lower rate even when I asked for it. Time will tell but I am easier in my mind now that I have broken through the fence in my mind. By the way, Orange still on 10mps, no call back from supervisor and no contact by email. If they are hoping I will go quiet they are going to get their wish.....

[Stanley]

Had a response email from Orange telling me that the supervisor had failed to call me. Really! They told me to call the tech support line again. Couldn't resist it, I told them that I had a better solution, change provider....
By the way, speed still at 10mps.....