GPRS problems today?

[Guest Big Ron - No Longer a Mem]

There really IS an Orange department called "Technical Support", and at least back in February when I left, 156's ONLY way to contact them was by Email. We had NO phone number for them. These guys apparently have a permanent backlog - which calls from 156 to check up on progress wouldn't help. Orange, by the way, call emails to TS "actions" - they're usually auto-generated by diagnostics software when it reaches the point of "OK, you aren't qualified to handle this, so fill out the form that's just popped up on your screen and it'll be passed to TS". Every morning (or spare moment! LoL!) 156 are supposed to check for replies right after they log-on to start work. Supervisors get a log of which reply-mails haven't received any attention, and chase them up. On the other hand, there's another department known as "second line support", who DO have a phone number - extension 222, and which 156 can call, but other employees (deemed to be less techie) cannot. Looks like there may be some confusion here between "TS" and "second line". Second line are more approachable (i.e. you CAN contact them!) and are generally pretty good at their jobs. No supervisor *I* ever spoke to knew the number for TS. Remember... the guys you talk to are generally doing their best. If they don't know the answer, it's not because they don't care... it's because they know ONLY what they get told. And that's not a hell of a lot. That even extends to how much they'll get paid this year - after the reorganisation a series of numbers and start dates have been suggested... all different. Usually these guys really ARE doing their best for you - and they're probably taking calls with a few seconds gap between them. Chances are they've not been working for Orange long (Orange CSR has troubles with staff retention, although I cannot imagine why!) So, try not to shoot (or shout at) the messenger. It gets you nowhere, p*sses off the person you're dealing with... and the mood carries over into the next call. You could BE the next caller.

[Guest Firaas]

No supervisor *I* ever spoke to knew the number for TS. Remember... the guys you talk to are generally doing their best.

Just to clarify, all supervisors in business customer services have the ability to call tech support. (Not second line support). TS tend not to take calls from normal staff and only supervisors...

Chances are they've not been working for Orange long

I've not yet spoken to anyone in business CS who's new. The supervisor I'd spoken to had been working there for six years.

[Guest Firaas]

My GPRS connection lasts for only one session.

If I then disconnect from GPRS, it will never allow me to connect again and gets stuck in "Dialling".

It only gets fixed if I reboot the phone....

Orange of course have no idea about this but it's 100% repeatable.

I think it started occuring around the time when I decerted the phone through Orange's DEVELOPERS site.

I haven't messed with the registry, installed any new apps or played about with the IPSM...

AND I DON'T WANT TO HARD RESET... I HAVE BETTER THINGS TO DO WITH MY TIME....

Any suggestions??

Apologies for the aggresive tone... It's only targeted towards O who I'm sure are not reading this forum as much as they should have...

Hmm, I have a feeling it wasn't down to you decerting the phone via Orange, but more to do with the problems Orange was having with their Liverpool node (around the same time as decert available) - as this is when I began getting problems too.

Ring 156 to register a fault with technical support. If the 156 advisor won't do it, I'm sure their supervisor will.

[Guest shimmip]

Well I've had problems for about a week in Edinburgh. I rang up today to ask whats occurring and they said that the mast nearest me has been down for about a week and is due back up this afternoon at 4.30. Sound like a fob off? Or are Orange just woefully unlucky with their masts?

[Guest RS]

My GPRS connection lasts for only one session.

If I then disconnect from GPRS, it will never allow me to connect again and gets stuck in "Dialling".

It only gets fixed if I reboot the phone....

Orange of course have no idea about this but it's 100% repeatable.

I think it started occuring around the time when I decerted the phone through Orange's DEVELOPERS site.

I haven't messed with the registry, installed any new apps or played about with the IPSM...

AND I DON'T WANT TO HARD RESET... I HAVE BETTER THINGS TO DO WITH MY TIME....

Any suggestions??

Apologies for the aggresive tone... It's only targeted towards O who I'm sure are not reading this forum as much as they should have...

Same here for the last 3 weeks, talked to 156, they were lost, then it started to work (By which time we had been trying for 20 minutes to get a connection). Worked OK for the next day, then took 3 hours of attempted connection and re-booting the phone before I finally got on.

Sent snotty email to tech support this monday (31st March), had a reply apologising and advising me to ring 156 with the problem.

Now for the last 2 days, things seem ok, not perfect, but a lot better. Strange thing is, if I put the simm into my friends P800, GPRS worked ok, and seemed faster. Put it back in the SPV and things seem to go downhill a little. Could be my imagination and a little coinsidence.

So far today, all has been well.

[Guest drblow]

Hang on a minute!!! You sent an email to Orange tech support & they told you to phone 156?!?!?!?! :evil:

Is that because customers are not allowed to even email tech support? Or have things gone full circle & TS will say call 156, and 156 will say they need to email TS, and TS will say call 156 ... :cry:

Basically, I think that RS is totally right about Orange customer support. They are just a bunch of kids doing part time work in a call centre. It's not their fault that Orange give them no more info than in the manual. It is still aimed at the public who know nothing of the workings of their phones (people who fone up to ask, how do you send a text message etc). I have had several problems with my SPV (still love it though) & have spoken to several supervisors. They are in the same boat. Basically Orange are making trouble for themselves & the CS people by giving no one any good info.

Customers not being able to access the tech support team is one of my pet hates at the moment & I take every opportunity to express it (politely of course!) to Orange. The supervisors can & do pass on customers comments.

Basically I have said to them that if I bought a PC, had a problem & was then told that you cannot speak to a tech support team, we will email them, etc etc ... I would return it immediately & go buy one with proper support. Orange have very badly misjudged the avearge SPV customer I think, and personally I intend to remind them of this at every opportunity in the hope that one day we might have a proper support line - as I said to them last time, even if it is a 'pay as you go' type service.

[Guest RS]

drblow, I got the tech support email address by accident, I was on customer site the other week and they saw my phone. I mentioned some of the problems, then they showed me the Ericson phones that they were using (all on Orange). We had a quick 'crash the phone' competition, and while I was deliberatly trying to crash the phone, the ericson phone crashed 4 times, just by normal use! (Note, it was NOT a P800 phone)

While thy were in the mood, they emailed tech support, telling them of the problems they were still having, and I 'cribbed' the address :wink:

A further note to this, the company MD asked to look at my SPV, on its return (10 minutes later), the company asked Orange for 2 demonstration units to try for a month with the possible order for 250 units!

I should be on comission :lol:

[Guest martin]

Anyone having this problem at this exact moment ?

[Guest RS]

Occasionally, not as bad as it was for the last few days, so with any luck, the problems will be sorted.

Cant get on to orange update though...

[Guest martin]

Could have come in handy.

I can't seem to replicate the problem, it may be because I didn't de-cert through Orange. I am thinking about doing a hard reset (not keen though). I will have try and restore my old bootloader and backup my whole phone as can't remember half the settings I have changed.

P.S. Some of the quotes (reasons given) from customer services make me laugh.

[Guest RS]

I have not de-certed through Orange, and the 'problem' was still there after a hard reset (All 5 times!), so I don't think the problem is down to the Orange de-cert, rather a more generic problem, either the firmware, the service itself or a combination of the 2

[Guest abamara]

A few questions.

What is your 'Idle disconnect after' set to in Data connections ?

What method of disconnection are you using ?

Does the small G disappear after disconnection ?

Does it re-appear when dialling for the second time ?

Erm, where can I set the 'Idle disconnect after'? :oops:

End call button.

Yes.

Yes.

Problems after a long and trying decert! :lol: All else seems ok especially Smartexplorer.

[Guest martin]

There can be MANY reasons for losing internet connection from your mobile via the GPRS network and hopefully any connection failures will be shortlived. If you suddenly lost internet access from you PC you wouldn't necessarily start changing all your PC parameters to get it working, you would more than likely accept that maybe the ISP or certain internet routers were having problems and try later.

I get the feeling that there are some who have reported a permanent dialling problem after the first connection has been made, and that there are others who remember seeing this once or twice. Both are probably unrelated and may have diffrent causes ?

mantrac setup up a poll on a related topic which said 'Have you been getting a permanent "Dialling..." indication on GPRS after decertifying your SPV through' YES or NO.

I would have liked to see the options of ALWAYS, SOMETIMES or NEVER for dialling problems.

[Guest RS]

GPRS is working fine here now, my only issue left with GPRS connections is definatly to do with the phone. If I want to use messenger, it sits on dialing... and gets nowhere, I have to 'hang up', go to explorer and start the connection from there (first time every time), then start messenger.

Also, the connection seems a little faster over the last 2 days, easily as responsive as the P800 I was running checks against, so if there were any issues on the network, looks like Orange are getting on top of it.

Now if they would just stop application certifying the phones...

[Guest abamara]

Martin, where can I set the 'Idle disconnect after'? Mine starts 'dialling', establishes a connection(G+Signal) then cut off with the error message 'Unable to place call'. Seems like its timing out or something. You may be right about it being O related tho!

[Guest martin]

'idle disconnect after' is in Data Conentions/menu-options. This timout will do the same as end-call.

Although your problem with 'unable to place call' may be different from the above. I assume this fails on you first attempt.

I would check your GPRS and IE settings.

Also what address are you trying to connect to ?

[Guest shimmip]

Well I've had problems for about a week in Edinburgh. I rang up today to ask whats occurring and they said that the mast nearest me has been down for about a week and is due back up this afternoon at 4.30. Sound like a fob off? Or are Orange just woefully unlucky with their masts?

Well, what do you know - it not only all started working again, but two hours earlier than the time I was quoted. And its been pretty flawless since. Maybe Orange ARE getting on top of it .....

[Guest abamara]

'idle disconnect after' is in Data Conentions/menu-options. This timout will do the same as end-call.

Although your problem with 'unable to place call' may be different from the above.  I assume this fails on you first attempt.

I would check your GPRS and IE settings.

Also what address are you trying to connect to ?

Thanks Martin. Changed that and it still doesn't work.

Yes, @dialling' then fails 1st attempt (ERROR - Unable to place call).

Checked GPRS settings from Articles section. All OK.

Just trying Orange, O backup and reset, etc.

Have contacted O @ 156 and they said sommat about restoring new settings (Takes up to 24hrs apparently). Does that mean I'll have to decert all over again? :lol:

[Guest NickB&SPV]

Had the same problem, but kept getting message:- "Page cannot be displayed" and "dialling" was stuck on the top bar. Thankfully everything back to normal now. Thought it was my internet explorer.

[Guest paranoidandro1d]

I have this problem and im in swansea on O2, when will o2 sort the problem out? the spv isnt a concern of their network,does this problem happen all the time?

cheers,

dean