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Are you with OrangeBroadband? “NoSLForYou!” Nationwide service outage prevents thousands from accessing the virtual world

May 19, 2008

Arghh.

Ok this is a bit of a long one. Last night I discovered I couldnt access Secondlife.com – I was getting DNS error on login, and also I couldnt access the Secondlife.com website, nor the jira, nor lindenlab.com, or basically anything the big green hand of linden-ness had ever touched. Initially I thought it was a problem with my router, or my connection, or something, but this morning a friend of mine who is also on Orange Broadband, (my isp) contacted me telling me they had the same problems.

So, I did a bit of digging, and found out that while I cant connect directly to any of these services, I can connect indirectly, by using a web proxy server to access the websites, or using ajaxlife to connect to the grid.

Also, strangely, I can’t download the flickr uploader, and imdb.com doesnt work.

So I thought, hey, this sucks. Then I thought, I wonder who else has this problem. So I contacted friends and family in Manchester, Tunbridge wells, Kent, St Albans and a few other places in London, and whadya know, NOBODY on orange broadband can connect to secondlife, or the websites, or any of the other sites/services I can’t access.

I’m not particularly technically minded, but I had a chat with someone who is and we spent a bit of time pinging this, nslookup-ing that, and generally dissecting the problem with all manner of geeky tools that I don’t understand. The upshot of all this is that basically yes, Orange, either deliberately or not, is blocking access somewhere along the way to those websites and services.

Further digging revealed this post wherein I learned that a similar problem has arisen before, and if anyone is geeky / techie enough to look at that, and possibly extrapolate some kind of solution, then kudos and go for it, but I’m not/cant 😦

I spoke to the people at Orange, and after speaking to several different people in an indian call centre (the future’s bright, the future’s….hindu?) and being told to factory reset my livebox several times (like thats going to fix a nationwide service outage..) I eventually managed to get hold of the telephone number to their escalations department. I think I finally got it through to someone that this was an undiagnosed issue affecting their entire customer base.

So a few phone calls later, but no help. I couldn get through to their senior uk based technical support team, which meant a very difficult phone between me and someone else, neither of us being technical enough to sort the problem out or diagnose it in its proper technical terminology – but at least I finally got the info to someone in the UK with a line to the head office.

If you’re having the same problems as us, and you’re on Orange Broadband, then a) may the lord have mercy on your soul, and b) please, please send an email to this address Broadband.response@uk.orange.com (or click here for a direct link) – one of the things that came up is that they need to see more response from people saying its a nationwide problem before they’re likely to look into it. The only reason I got through to anyone even in the same country as me is because I managed to get the non-public escalations team number out of one of their reps in india – a number they’re not supposed to give out. (I definetley wont be posting it here, dont ask. If I do they’ll just change it and that doesnt help anyone, anyway)

So there you have it. NoSoupForYou. Unless they get a flood of emails to the above address, they wont be fixing it, and everybody in the UK on Orange Broadband now cannot access secondlife. Which seems a bit silly, considering they’ve just launched 4 sims in Secondlife this year to promote their brand..

If you’re a geek/techie/someone who knows more about DNS and IP ranges and routers than me, then for the love of god get in touch, lol – I’d really like to help diagnose this problem a bit more, and be able to give orange more info, as its likely to get the problem fixed quicker. Leave a comment with your email or MSN or whatever and I’ll get in touch. Let me know if you want me to make the comment public or not, I know some wont want their details shared.

Thats all folks and I’ll see you.. who knows when.. ?

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2 comments

  1. Mail me / Skype me & I my be able to ofeer some advice re DNS settings which may help but certainly won’t make the problem worse!


  2. Skype name is simonsok



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