Trouble connecting to the internet

melbury

For the past few days I have been having terrible trouble getting connected to the internet.

Firstly, I get a message saying that I am working offline and need to untick the relevant box. This just seems to tick itself because I certainly don't do it.

Then, when I have unticked that and try to connect, I get a 691 error message saying that either my username or password has not been recognized. Again this is ridiculous because it is permanently set, I don't ever have to type it in each time I connect.

This has only been happening recently and when I telephoned Orange they couldn't see any problem with my broadband account, so I don't know what to do now.

It has just taken me over half an hour to get online and I am just worried that one day it will not connect at all:eek:

Please, has anyone else experienced this problem and, if so, how do you cure it?

Browntoa

are you connecting wirelessly or by cable ??

busenbust

Also, which browser please? If IE, can you switch to Firefox and see if that makes a difference? Fixed Ethernet connection? (forget about the wireless for problem solving purposes).

melbury

I connect to broadband via a modem, internet explorer.

My ISP is Orange.

Is it that my computer is on the brink of packing up?

GunJack

broadband modems can often behave like this...I take it it's a usb connection into the pc ?? Sometimes you need to restart the pc in order for the modem to sync...the sagem [EMAIL="f@st"]f@st[/EMAIL] ones were like this.

busenbust

Is it that my computer is on the brink of packing up?

Unlikely if this is the only problem

melbury

GunJack wrote: »

broadband modems can often behave like this...I take it it's a usb connection into the pc ?? Sometimes you need to restart the pc in order for the modem to sync...the sagem f@st ones were like this.

I restarted it three times this afternoon and it still took ages to get online after that third restart - still giving the 691 error message.

It is a usb connection.

busenbust

I get a 691 error message saying that either my username or password has not been recognized.

Could you possibly re-input manually? Different browser (Firefox)? If the modem came with drivers could you re-install those?

GunJack

yeah, think I'd look at re-installing the setup/drivers...what make/model is your modem ?? do you still have the installation disk ??

Orange_Company_Representative

Hi melbury,

Sorry to read of your problems. I work for Orange and may be able to help.

If you can email your landline number/broadband account number and best contact number to customer.services@orange.co.uk, I'll give you a ring to discuss.

So I can pick up your mail quickly, please add 'Jonathan Orange Response' in the first line.

Hope this helps

Jonathan
Orange Response Team