I am currently on 1mb and have been told by BT, orange tech and done all things i should have done to ensure what speeds are available on my line such as check sam knows Failsworth exchange which is llu and BT wholesale other availability check and they tell me i can recieve 3mb to 3,5mb and my attainable download speed states according to router.
Attainable download rate (kbps) : 3168
but when they perform line check through my account they tell me i am on fastest speed available but if i were to sign up as a new customer it tells me i would recieve at least 3mb thanks to a link som1 told me about amongst all this and them comfirming to me they could increase it (regrade it 4 me) i get an email telling me request granted and my new speed is 1mb and £5 will be added to your payments to us and a 12 month new contract will start thereafter.( u frickin wot) i was livid not once was this ever mentioned nor agreed with me in conversation nor wos i willing to pay another 5 quid for somthing im getting for nothing atm on my current phone contract i called them back and told them under no uncertain terms 2 put it back to the way it was until we can get to the bottom of this, becos for an extra fiver idd b quite happy to regrade to 3mb
but the problem im having is as to why they are telling me i cannot recieve the 3mb that i know i can, my exchane is adsl max enabled they have told me from techie i can they agreed and put it through BT are telling me so amongst others whats going on if any1 can shed any light on it 4 me or put me straight on a few things to give me a better understanding as im no whizz on comps but since this problem has arisen have been finding out as much as i can with the help of a friend who has told me i am right and that i can do no more its Orange. sorry if ive gona on abit i just wanted to give u as gooda understanding as possibe.
I had a similar situation in that Orange said my line/exchange could only handle 1mb. I begged to differ and like you did my research.
I was found out that I could get 8mb down my line and that Orange were providing incorrect information.
I made numerous telephone calls and sent emails to Orange stating my case but they were not budging.
In the end I simply made a complaint to the ISPA www.ispa.org.uk and low and behold my line was regraded.
In my opinion though mate, you would be better not to bother as when I did get the regrade my speed was worse than when I was on the fixed 1mb service.
Up to you though as to what you would like to do...
Orange do not know how to fix all these problems and all they are doing is using their customers until one day they can fathom out the problems.
I left a non existant connection from Orange and now get between 7 and 11 meg speed.
Whats doing my head in aswell is the customer service is terrible even managers and escalations have failed to call me back when promised, and the fact that ive been in touch with virtually every1 in regards to this including BT wholesale have told me that there is nothing to suggest to them y i cannot recieve my 3.0mb or upwards connection as my exchange is adsl max enabled
Is it a cost for them to carry it out?
does it suit them 4 me to be spending longer on this connection?
i just dont know but i called them 2day querying my contract and its ending at the end of the month but was told my the girl on the other end that my complaints were put to the executive office becos i was a mobile and broadband customer on the 13th march and i should recieve a call within 5 days as to whats going on so i hope they have some answers for me.
Do Orange use the adsl max from the exchange or ipstream as its know now( not sure ive got it right way round pls correct me if it it is)
you will probably find they have put you on LLU hence the abysmal speed.
Ask them if you are on LLU or IPStream...
They obviously dont like to put people back on IPStream cos it costs them money but demand it if you are mad enough to stay with Orange
However, if i were you id be asking for a Migration code (MAC) and go elsewhere...
I went from less than dial up speeds with Orange to around 11 meg with my new ISP... same line ....nothing changed other than my ISP
if i could stay with Orange it would be better for me financially cos it would be worth the extra 5 for an increase of speed providing they can sort it but its been nearly 2 weeks now and im not much further with it now than i was back then so requesting MAC code may be only alternative and i spose u get what u pay for but im annoyed cos ive been a customer with them over 4 years and get no respect next few days will be interesting cos exec department should b in contact about my issues lets wait and see thanx u guys and this website for all the advice and support its a god send.
What are the best alternatives to Orange ne 1 got ne ideas from past experience would b greatful to know.
raybo the manager of the customer relations department told me i was on llu but if my exchange is llu enabled and supports the adsl max should i recieve the speeds quoted to me by BT wholesale that being 3mb 3.5mb as i understand it.
Mivamps mate, if Orange knew what they were doing then you WOULD be getting those speeds (possibly even more) BT told me my max was 6.5 meg ... im currently getting almost 12 meg with my new ISP so dont read too much into what BT tell you either, although their information appears to be a lot more accurate than Orange. Orange "upgraded" me to less than Dial-up speed, how nice of them, so much for their 8meg Broadband ! If Orange have put you on LLU then basically your knackered cos it does not work and they openly admit that they are having problems with this equipment. How long it will take to rectify EVERYONES problems remains to be seen but i would suggest it aint gonna be this year lol.where are you on their list of "fixes"? ..... number 1 million and one perhaps?
Your best bet would be to ask Orange for a MAC (migration code) tell them your leaving as they cannot provide you with the contracted service. Go to someone who cares and whos service works.
Your really wasting your time with Orange, they have not got a clue how to fix anyones problems and i also think that they arent that bothered about fixing them anyway cos if people leave then they charge them, then new customers come along and they have the same problems ... so they also want to leave and they charge them as well .... the line continues .. One day people will start to realise Orange and their so called "customer Service" do not deserve any business...if they cannot provide the service they cannot expect to be paid and until they rectify their LLU problems they should not be charging customers.
Good Luck mate your gonna need LOTS of it if you stay put.
Well it is now tuesday and i still havnt had my call from the executive department so i guess its another load of BS again it is a disgrace how i hav been treated and hope and will advise other peeps to stay far far away from Orange in the near future as they only lie,lie, lie.
Yep we all know that...its never going to change with the staff they have.
They really do NOT have a clue how to solve any of these problems or conduct themselves with CUSTOMERS !!
Remember the name Orange ... CUSTOMERS, cos the day will come when you have none if you continue to offer such a shoddy, amateur,greedy service.
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