For the Hate of Orange

February 28, 2010 at 4:23 pm · Filed under Geek Culture & Tech

Picture 3
(Notice the date)

I have been without Internet at home, for the most part, for over a week, thanks to Orange’s disastrous service AND customer service.

It started last weekend, when my Internet connection was so slow that even Google wasn’t loading. We thought that perhaps its the capping issue, so we call Orange and have our line upgraded to 1MB. Does that do any good?

Not at all. Amazingly, our connection moved from being very slow to nonexistent after the upgrade. Between me and Moose, we have called their CLUELESS customer service line over 10 times in the past week.

Today, the lady on the phone told me that “Sorry, I can’t send anyone over because I do not see a problem with your line.”

Wait. YOU THINK I’M ENJOYING HOLDING FOR FIVE MINUTES EVERY TIME I CALL?

She refused to give me her manager.

I am really, really pissed off. I have had so much work to do this week and no way to do it without an Internet connection. I would have switched off to a different service provider, except I’m already going to dish over cash for their malfunctioning service for the next two months, and I want it FIXED. There’s even a penalty if I downgrade from the nonexistent 1MB connection! Plus, my gut instinct tells me it’s something wrong with the line. Or their modem.

I HATE ORANGE
(Notice the date here too)

Honestly, I have no idea what to do anymore. I’m taking Naseem’s cue and blogging about it too. Maybe one of you would have a better suggestion, cause I seriously might end up killing someone if my Internet connection isn’t alive again ASAP. Any suggestions?




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  • http://www.jordanian-observations.blogspot.com Farah

    Orange is the worst ISP there is. This month is our lasdt month with them, we’re finally going to switch. I don’t get how a company can be so careless about their customers. Everyone should leave them and then they’ll start caring.

  • http://oeliwat.jeeran.com Ola

    We had this problem at home, but it turned out that it’s really not the ISP, my brother fixed it by setting up th emodem/router again, I don’t know what he did exactly but he kept fundling with them until it worked

  • http://andfaraway.net Roba

    Farah, indeed! I’m definitely switching back to TEData later.

    Ola, it’s not the router, because it doesn’t work when it’s directly connected to the modem either :/

  • Rami

    First try to know the cause of the problem, I suggest to borrow a modem from a friend, if it worked then the problem is the modem. If still it did not work then it’s the line. But mostly I think it’s the modem

  • http://oeliwat.jeeran.com Ola

    Roba: that’s exactly what happened, it didn’t work whenit was connected directly yet strangely enough, we fixed the router andit worked! I’m not sure it’s the same problem but in our case the status was: connected and the strength was: Excellent but it wouldn’t open any website. It happens from time to time and we always fix it that way. Try it if you ra out of optionsit may work!

  • http://andfaraway.net Roba

    Rami, il moshkeleh inno it’s a new modem. We haven’t had it for 2 months yet :/ I’m not sure if I know anyone who is willing to give up their modem for a few hours, but I will definitely try that out.

    Ola, hmm, it does sound like a very similar problem! I will try that. Thanks ya gamar :)

  • http://melicieuse.wordpress.com/ melicieuse

    hire a hitman and send him to go threaten the Orange customer service offices. You have to feel sorry for those guys, half of them probably have no idea what a modem or wireless internet is they just read instructions from a piece of paper.
    At least the customer service isn’t in India or somewhere in Africa, you can physically go/send someone to threaten them hehehehehe
    good luck

  • Isam

    Roba did u try to put another DNS server in your connection ?

    You can use 208.67.222.222 or go to a website like OpenDNS.com which can help … it is pretty easy and might solve a lot of problems. Good Luck !

  • ExpatInSaudi

    Is only your internet slow or does the modem also get unsynced? If its the latter then modem’s your culprit. If the CS Rep is right and there is no problem with your line then maybe you should ask them to provide configuration settings for the modem.

  • http://www.ohseriously.wordpress.com Dee

    God that five minute wait, i bet they’re not even busy, they just want to filter those who have problems to those who have problems but are too busy to stay on the phone listening to fairouz for 5 minutes!!

  • http://za3moot.wordpress.com/ Yaseen

    I’ve switched from Orange to Umnaih who are known for bad quality mobile connection, I expected the same when it came to their internet but to be honest it’s quite stable, I’m much happier than when I was with Orange, also their customer service isn’t as bad.

  • http://za3moot.wordpress.com/ Yaseen

    Btw do they still have “we will be heroes” song as their wait music? it’s imprinted in my brain.

  • Lakmar

    Yes, my internet connection was very slow during the same period of time!

    Umniah and WiTribe (I think) have placed a monopoly sue against orange.
    Orange forces people with a one year contract where the terms are the worst ever, because if you decide to break the contract for the obvious reason of their terrible service, they force you to pay the full contract.
    Orange mobile customer number never answers you.
    Switch to reliable services, Umniah wired and wireless internet. Zain wired ADSL is great. Wireless: WiTribe, Mada.
    Anyone tried Kulacom here? Wireless, with unlimited internet.
    Roba, if you are switching for good, think about investing in Zain or Mada service, since they offer Wireless that could be used in home with their base, and on the go , USB dongle.

    Orange will launch their 3G service, I wonder how much their internet connection would cost.

  • http://andfaraway.net Roba

    melicieuse, lol, yeah, you’re right, at least I don’t have a language difficulty dealing with their customer service! but they do obviously read instructions, absolutely no technical skills, which is kinda sad….

    Isam, thanks man, I’ll try that out next. At this point in time, my Internet connection is up (probably for a few hours). I think it’s the line, because earlier on when I dialled BK, it disconnected again. The line didn’t work for a few minutes as well…

    ExpatInSaudi, no the modem syncing is fine… we already tried reconfiguring the modem anyway.. I think it’s the line, because earlier on when I dialled BK, it disconnected again. The line didn’t work for a few minutes as well…

    Dee, lol, good point. You’re probably right! Today it’s not Fairuz, it’s some custom Orange song.. Worth hearing actually :)

    Yaseen, I tried Umniah, it doesn’t work too well in Shmeisani, for some reason I cannot comprehend. Very bad reception. They do not still have “We will be heroes” though, but some custom-made Orange song, you should check it out. It’s actually cool :)

    Lakmar, I tried Mada and it screwed over my PC with a virus. My PC is now dead. Doesn’t help much, because the CS reps have a pissfit when you tell them you’re on a Mac, if they even understand what it is! USB dongle software with the hardware that both Zain and Mada have don’t work on a Mac :)

  • http://www.aliwritings.blogspot.com Ali

    Roba,Believe me i understand your suffering, I have been having these problems when i had a 1mb connection but i called and transferred to 2mb and i gotta say it’s way better, I think there are many problems for those who have 1mb because they’re too much so the lined keep cutting, Put some more cash and upgrade to 2mb and you’ll notice the difference for sure.

  • Reem

    I dont think reactivating an online campaign against Orange will stir any action from them.. a friend whose in an management position there said that they know about all about the online campaigns but they believe that there are not better service in the country. Unless a collective action of switching our internet accounts happen, they will keep following the “let them bark” attitude.

  • bahloul

    i can suggest some thing for you (and for all internet users) as a step to make all internet service in jordan become better, to make a complain to TRC on orange service (or other provider service) and also on their customer service (if they didn’t give a good solution), because they have to be aware of most of problems happened with customers…

    technically speaking and from your description about the problem, it seems that the filter on the line (which seperates voice from data) has a problem… but also further checking could be made on many things… like making ping to check connectivity step by step (from the modem to the websites) … and also many others….

    if i can advise you about service provider … there is umniah , cyberia, and zain … they are good as ADSL provider, for wireless i think wi-tribe may be a good choice but before making any deal for a wireless internet have a good try to it …

    hope my comment gives a good info. for you …

  • bahloul

    i can suggest some thing for you (and for all internet users) as a step to make all internet service in Jordan become better, to make a complain to TRC on orange service (or other provider service) and also on their customer service (if they didn’t give a good solution), because they have to be aware of most of problems happened with customers…

    technically speaking and from your description about the problem, it seems that the filter on the line (which separates voice from data) has a problem… but also further checking could be made on many things… like making ping to check connectivity step by step (from the modem to the websites) … and also many others….

    if i can advise you about service provider … there is umniah , cyberia, and zain … they are good as ADSL provider, for wireless i think wi-tribe may be a good choice but before making any deal for a wireless internet have a good try to it …

    hope my comment gives a good info. for you …

  • http://and-here-i-stand.blogspot.com Salma

    Oh dear god! i do hear you..i have been suffering since Friday and i resetted my router 10 times!! am just hoping it is because of the rain!

  • Isam

    Are you saying that your line disconnects every time you use the phone ? If that is the case maybe it’s the splitter, or the lack of one maybe ?

    This article can help. http://en.wikipedia.org/wiki/DSL_filter

  • http://andfaraway.net Roba

    Ali, I just upgraded to 1MB, I guess it’s gonna take me a few more years to go up to 2 :)

    Reem, oh wow, that sucks! Thanks for letting us know though. Fortunately for myself, my awesome web friends are much more helpful, although it isn’t their money!

    Bahloul, I tried changing the filters yesterday, it didn’t work… I think I might complain to the TRC. Umniah unfortunately does not work in Shmeisani so well, and I think Zain stopped taking new subscribers. Is Cyberia still alive?! :)

    Salma, lol, I hope so for your case! You don’t to be stuck in my position :/

    Isam, yeah, I thought of that and tried changing the filters with new ones. It didn’t work :/

  • Nadine

    If you annoy them enough, they *will* send someone. But you have to stay on the line and keep asking the customer service lady “if it’s not men 3endkom, what could it be?” To which their possible answers are: a virus, your virus scan dareb 3al internet, uninstall your virus scanner!!, your internet card, there aren’t filters connected to every single phone in the house (alternatively: there are filters), what?! this modem msh men 3enna, fee 7arara bel kha6?, turn the modem on and off again (even if you’ve done it before), wait half an hour…
    Once you cover all those, the customer service lady will be rude and call the tech guy. Another time they refused to answer my call for a whole day, so I went to their office, which is actually MUCH easier.

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  • http://meshx86.wordpress.com Mesh

    1. try to disconnect all phone terminal plugs from outlets, and keep only the dsl modem without the filter from the main node (try other nodes too), with all the rain you spoke of before, you never know what might leak through the cement sponge walls.

    2. i don’t know if you are using MAC or windows, but some simple things might happens sometimes, like having a static IP stuck there.

    3. if you are sure of the line problem, ask if any of your neighbors is facing the same problem.

    4. make sure no one is stealing your phone line.

    5. Try an ADSL Subscription Card: thank god for the reliable infrastructure in Jordan, the PPPoE protocol with the “@ISP” authentication makes things easier, for a moment if we want to switch to another ISP, a long procedure should be taken place, so if you try one of those ADSL Internet Cards with like 5 JD’s “be3eenek allah”, if things works fine, then its not a line problem anymore..

    6. if you pickup the phone line and the internet start acting gay, do step 1,
    or even try connecting your Modem DSL port Directly to an Old phone (that keeps producing tones while pressing button) and Pulse it, try doing the same to the filter, in all of its ports, very rare cases requires this

    7. try connecting directly to the modem, and use its IP address to browse the Configuration pages of the modem, and keep an eye on the DSL link status, attenuation etc, see the logs if it says anything

  • http://za3moot.wordpress.com/ Yaseen

    About Umniah I was actually talking about the ADSL wired connection not their wireless, a good thing about them is that they have two shops where I can pay around home (One in thakafeh street, the other in rabyeh near gusti)

    I’ve also noticed that none of the wireless providers work well in Shemesani, I tried wi-max, wi-tribe and kulakom, all of them had bad reception in here that if I ever get a signal.

    I’m calling Orange soon to have them fix my land line (keeps disconnecting when it rains), so I’ll check their new song out :D

  • http://andfaraway.net Roba

    Nadine, lol, that’s hilariou. You’re totally right! That’s exactly their procedure… AKA tagzeez. So I should just barge into their office? :D I can agazez them back!

    Mesh, lol, thanks for your very detailed solution. It’s currently working again, but I will go through your list once its down :) Thanks man, I appreciate it a lot.

    Yaseen, ahh, you live in Shmeisani, that’s why I ran into you at the traffic light more than once! :) So I guess we’re neighbors :P Share3 Il Thaqafeh does not really count as a good location, it is a disaster to walk! Where is their store though?

  • http://za3moot.wordpress.com/ Yaseen

    What you ran into me on the traffic light more than once! :p I remember just one time a long time ago hehe, yea we’re kinda neighbors I live around the 7/11 block

    I usually pay at the rabyeh store, but I remember visiting their shop in Shemesani, it was at the same building as frosti, but it might or might not have moved, haven’t been there since a while.

  • http://andfaraway.net Roba

    Hm.. interesting, I don’t remember there being an Umniah store in the Frosti building. I avoid Share3 Il Thaqafeh at all costs as well though so ibsar :) I guess Rabyeh is much closer to you though… I live closer to the Jabal Al-Hussein part of Shmeisani (Tal3et il Plastic).

  • Nadine

    Hehe yeah well I “barged” in and then the whole thing took about 1 min, I was so taken aback by how fast I’d finished, I forgot I was mad. But that time there was no doubt about it being the line… there was no ringtone.

  • ramsey

    the rainbow house has a fast internet connection (most of the time) that you are welcome to use.

    you just have to water plants or walk the dog as payment. :)

  • http://andfaraway.net Roba

    Nadine, ahh, I do not have that problem. I guess I should pretend though? :)

    Ramsey, we definitely owe you a visit! :) I’ve been wanting to come for a while, but every time something comes up. But now that I know you have a dog, I’m really itching to come! What kind of dog is it? I love doggies! :)

  • http://mayyasi.blogspot.com Mayyasi

    I agree totally with u
    plus they seem to steal ur download limit :-S
    we changed our subscribtion with them to a new offer
    just after the 5 days from our converting, the line was dead
    when asking, they told me that we exceeded the download limit!!
    how come? no one was using the line aslan!!

    the same thing exactly happened in the office i am working in!!
    I hate this company from the bottom of my heart

  • http://www.amjad-h2o.maktoobblog.com Amjad027

    in the company we have orange 2MB the real speed many times is like dial up modem ؟؟ ! and many surprise disconnections happens for unknown reason .. I hate orange …
    My suggestion: to submit your complain to هيئة تنظيم قطاع الاتصالات

  • http://meshx86.wordpress.com Mesh

    i thought هيئة تنظيم قطاع الاتصالات was for basat el mo2assaseh wel coaster :P

  • keee

    hi all..
    i have wi-tribe since five months ,and i really love there service ,and the important thing there customer care , i keep nagging on them and they are very sweet and help full .

  • Unlucky

    Hia Everyone,

    I know very new Reply after last reply but what can I do :)

    I was one of orange customers until i called their Customer Service for a problem with my modem disconnecting every 24hs, their answer was ( Even White House and Pentagon in USA need to rest their computers every day = 1week after this reply i moved to Zain LOL)

    Current Problem:
    been with Zain for more than 1.5year i decided to move from 512kbps speed to 1Mbps and here the problem start. 1week after supplying the upgrade application the account got activated which was on 16/12/2010 and since that day I get 1Mbps speed at morning (Download speed=100kbps) but at night(4pm+) my speed drop to 512kbps or worst,

    Last week Finally a Technician from Orange came(at early where internet speed is good) i was like :D yesss i will get my rl internet but nothing changed when i back from work at 5:30pm it dropped again, called them today to find out he replyed its inner connection problems, I was like -.- it is not. i brought already Technician and he told me all my phone connection is good and nothing wrong with it. and all my wires are outside wall and above my house. Seems Treating Customers as dumps/stupids moved from Customer services to their Engineers.

    if anyone happened this problem to him or know any idea can you let me know,
    No Filter, and connected Directly to Modem, and Modem is SpeedTouch 510.