Angela, Good response ! On Fri, Sep 10, 2010 at 10:30 AM, Angela Ng'ang'a - Mumo < angienganga@gmail.com> wrote:
Dear All,
On behalf of Orange, allow me to apologize for the intermittent interruptions that some of our customers are currently experiencing on the Orange Internet 3G+ service.
We undertook a migration of our internet platform to merge both our Ix/EVDO platforms to be able to provide a much improved quality of service to all our wireless Internet customers. After the migration, we encountered some minor migration challenges that have caused some service failures such as loss of bundles, airtime, failure to connect to the portal, as cited in some of the posts.
Our technical teams have been working round the clock to resolve these technical hitches and we anticipate to have all the issues well managed over the next few days.
In the meantime, for customers who have lost their airtime and bundles we are refunding the same after verification through the system. For customers with the Internet Everywhere 3G+ who use a BB account to log in, we have topped up free 25MB on each account to enable customers to test the service to check that it is functioning optimally and where there are errors notify us of the same so that we can troubleshoot the individual modems.
Your comments on the limitations of our broadband customer care team have been received positively, necessary reinforcements and support are being put in place to give our teams the capacity to respond to the customers in an efficient and timely manner. . We sincerely apologise for any inconveniences caused and thank you for your understanding.
Yours sincerely
[image: orange]
*Angela Ng'ang'a - Mumo*
Head of Corporate Communications
Landline: + 254 20 3232011
Orange Fixed Plus : +254 20 2454233
Orange Mobile: +254 772 548 066
Email : anganga@orange-tkl.co.ke
* * [image: tel]
On Fri, Sep 10, 2010 at 8:11 AM, <skunkworks-request@lists.my.co.ke>wrote:
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1. Re: Orange EVDO (Jonas | Lamu Software) 2. ... (Watchman) 3. Orange Care (Watchman) 4. Re: Full Full Condition - Ugandan English (Patrick Karanja) 5. Re: MACROMEDIA SUITE (Alvin Jason Ochieng) 6. Re: Dim/dull laptop screen/backlight (Alvin Jason Ochieng) 7. Re: Full Full Condition - Ugandan English (Alex Mwega)
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Message: 1 Date: Fri, 10 Sep 2010 01:23:41 +0300 From: Jonas | Lamu Software <jonas@lamusoftware.com> To: skunkworks@lists.my.co.ke Subject: Re: [Skunkworks] Orange EVDO Message-ID: <4C895E6D.7030007@lamusoftware.com> Content-Type: text/plain; charset=ISO-8859-1; format=flowed
Yep speeds are very good when it works. Happy to see that Orange managed to keep their unlimited offer and keep the performance contrary to another mobile ISP I can't remember the name of. Also impressive that they have EVDO coverage in some areas where otherwise EDGE is the only option.
I am just going to wait until the web portal has been sorted.
Saw that there is an app for Macintosh (on the ZTE AC2726 modems) today. Does not seem to work with 10.4 but worked well on 10.5?
On 09/10/2010 12:56 AM, benson orina wrote:
When i accessed the portal to load credit i switched the modem to 1x mode and sambazad credit to the modem line then logged on to the portal. I had assumed that it would have been possible using another means.
I use windows and sometimes the modem doesn't get the signal on evdo so i usually have to call them to refresh the link. don't know why that happens.
On another note, before i got the modem i had read some reviews online as well as was told by a sales rep in westlands that the speeds on evdo speed was limited to 512k. I was however pleasantly supprised to find that orange's claim on the website that it can go up to 3mbps is actually true. so when it is working it is superb. Usually have an average of 1mbps.
On 10 September 2010 00:30, Jonas | Lamu Software <jonas@lamusoftware.com <mailto:jonas@lamusoftware.com>> wrote:
@benson big thank you for the precise info. Should all be on the (IE3G+) FAQ page.
A note on the front page of http://www.orange.co.ke/ about the current issues would make a lot of sense at this point.
I also noted two common error messages using wvdial on linux
1. Authentication failure (exit code 19) - this is usually sorted if waiting a few hours 2. Modem hung up (exit code 16) - usually during peak hours and works if being persistent
Sometimes the above do not go away though. A call to customer care usually sorts it out by "resetting the account". Generally customer care is good and the queue is not too long.
On 09/09/2010 08:48 PM, benson orina wrote:
hi guys
just want to throw in my 2 cents based on my experiences with the evdo modem. About a month or so ago when i first got my modem i wasnt able to log in to the web portal to add airtime so i figured that i could probably use my other orange fixed line to sambaza airtime into my account. After sambazaing into my line i used my safaricom line to connect to the portal and the airtime was not showing on the web portal. I called customer care who informed me that the billing system for evdo is separate from the one for 1x. I was adviced to switch the modem to 1x mode in order to use the airtime i had put into the line by sending the sms #123#unlimited to 430 as the evdo web portal didnt recognize the airtime on the line. I Also discoverd that you can't send sms(#123#unlimited) on evdo mode but can only do it on 1x.
So i ended up having to use 1x speeds which although not too bad(quite similar to edge speeds) was simply not what i got the modem for. The next week I made sure that the airtime went into the evdo web portal.
Im not sure if the airtime and billing system have been unified since then but i always make sure i top up via the web interface by all means necessary. I also had the same issue of logging on to the web portal using the old ip address during the weekend. I wasn't able to connect so i used another internet connection to go to the orange website and thats where i discovered the changed ip address for the web portal, which i was able to log into and load my account with airtime. The quality of the link was abit poor though at least i was able to get by with it until tuesday.
The moral of the story is that i think orange need to improve their communication with customers.
Hope this is helpful to someone out there.
cheers
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Message: 2 Date: Fri, 10 Sep 2010 01:52:27 +0300 From: Watchman <skunkingrahim@gmail.com> To: Skunkworks Forum <skunkworks@lists.my.co.ke> Subject: [Skunkworks] ... Message-ID: <AANLkTim08vVjv_ydLUEzA8g-thKSyD4DkvZkgU5DUEiu@mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1"
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