Orchid V4, V4+ and Ranger 400 phone users - Discussion

Heinz

mbailey wrote: »

Do you know if this is for all users, or just those on the Heinz program?

It applies to all users.

Pending repair of the server, ALL users (including those not registered for the Heinz program) will be unable to perform a 'force home' and are advised to manually update their dialler(s)' clocks to take account of the BST to GMT time change.

http://forums.moneysavingexpert.com/showpost.html?p=15379123&postcount=99

Heinz

Orchid have advised that the courier did not deliver the necessary spare part today and so repairs to the server cannot now be completed until tomorrow, Wednesday 29 October 2008 at the earliest.

ALL USERS are therefore advised that, if they have not yet done so, they should follow the manual procedure for correcting their dialler(s)' clock to take account of the BST to GMT time change which occurred on Sunday 26 October.

Lplates

It seems to me that the recent breakdown of equipment operated by Orchid Telecom has exposed a basic vulnerability of the dialer concept – it is critically dependent on the correct operation of a server managed by Orchid Telecom.

Clearly their server does not have sufficient redundancy or resilience to provide 24/7 operation. It's a case of Orchid Telecom sneezes – all their customers catch a cold.

Orchid are a cottage-industry type of business who regrettably have been unable to support their users. It is even more unfortunate that their server should have fallen over just before the weekend when very many users would want to access it (to update the dialler's internal clock from BST to GMT).

The CWClient software is a very clunky package that is long overdue for revision – it appears that the current version dates back to 2002. Evidently there are many dialer customers who have tried and failed to get to grips with CWClient, and have simply opted to have the Heinz setup loaded on to their dialer.

Perhaps we should be asking for a dialler that can be programmed from the user's PC, using an application that is rather more user-friendly than CWClient. There seems to be no inherent reason why such a device could not be offered; it would be little different to the current models.

JohnF_3

I have to agree wholeheartedly with you Lplates. I first realised that the Orchid dialler was very vulnerable a few months back when I bought a new computer with 64 bit Vista. The CW Client would not install, not even in compatibility mode. I contacted Orchid about this and they replied they had no plans to produce a 64 bit version.

I love the idea of a dialler that could be programmed from your PC, or even some PC software to programme the existing dialler - but who is going to produce it? Not Orchid that's for sure.

mbailey

Lplates wrote: »

It seems to me that the recent breakdown of equipment operated by Orchid Telecom has exposed a basic vulnerability of the dialer concept – it is critically dependent on the correct operation of a server managed by Orchid Telecom.

Clearly their server does not have sufficient redundancy or resilience to provide 24/7 operation. It's a case of Orchid Telecom sneezes – all their customers catch a cold.

Orchid are a cottage-industry type of business who regrettably have been unable to support their users. It is even more unfortunate that their server should have fallen over just before the weekend when very many users would want to access it (to update the dialler's internal clock from BST to GMT).

The CWClient software is a very clunky package that is long overdue for revision – it appears that the current version dates back to 2002. Evidently there are many dialer customers who have tried and failed to get to grips with CWClient, and have simply opted to have the Heinz setup loaded on to their dialer.

Perhaps we should be asking for a dialler that can be programmed from the user's PC, using an application that is rather more user-friendly than CWClient. There seems to be no inherent reason why such a device could not be offered; it would be little different to the current models.

I have always thought the same.

Ditch the modem inside, and replace with an ethernet port that allows you to connect to your local network. The dialler could have a web server included, so we could connect to it just like you would with a standard ADSL modem.

Alternatively surely this telephone routing functionality could be added to a ADSL modem instead as that already has a phone line input....

Quentin

It is also a worry that they are ducking and diving over this.

I spoke to them yesterday, and was told the courier let them down on Monday, and that the part was to be delivered later yesterday. From Heinz's update they told him the same story (but now said the courier had let them down on Tuesday!)

They also insisted to me that the server went down on Saturday (we know it was earlier than that) as a result of all the users phoning home to get the clocks put right. (Just nonsense - if you phoned home prior to Sunday to get your clock reset, then you would have to do it again on or after Sunday).

Plus this major breakdown in service doesn't warrant a mention on their website. On top of the other comments already made, this is all indicative of a thoroughly unprofessional outfit.

Are there any alternatives?

Heinz

It may surprise you to learn that I agree with many of these comments.

Until you get used to it (and use it regularly) the CW Client software can be confusing - and that is why I came up with the idea of offering a 'one size fits all' program which owners could just download by a single force home call to Orchid's server.

That is ideal for those who don't want to dabble with CW Client (or any) programming software but it builds in (as we are currently experiencing) a vulnerability (relying on Orchid's server) and is inflexible because I, not each individual owner, make the programming decisions. I think everyone accepts that I do that in a transparent way but it is obvious that, although I try to ensure they are, my decisions will not always be the best possible for all users. All I can say in that regard is that, although I have an associated post on another MSE board, I do not favour any calls providers for personal gain.

I do not pretend I understand the detail of what mbailey suggests above but acknowledge the general idea. IMHO, the ideal would be to retain the current programming procedures AND add some sort of direct home PC programming capability/functionality (via a USB port instead of the second telephone socket?) for those who want it.

Quentin wrote: »

Are there any alternatives?

Googling appears to locate a number of possible alternatives but, as far as I can see, only the A1002 smart-box LCR @ £24.95 (from a firm located in Gibraltar whose web page does not appear to have been updated since 2 May 2006) offers what appears to be required. I have an enquiry in with them at the moment and will report back.

Heinz

Repairs are complete and Orchid's server is up and running now - so 'force homes' are again possible.

Users registered for the for the semi-automatic update service will receive an e-mail in the morning advising them of the 26 October program update and that they should force their diallers home.

Quentin

Is there a way to change the setting for when weekend rates start in cwclient?

If I try and make it start on Fridays at 1800, it won't let me save the plan until I change it back to just after midnight on Saturday morning.

the_devil_made_me_do_it

I haven't a problem with Orchid. They provide a decent service and using the dialler is the only way, at present, I can keep my landline.