My turn for a rant. I've been with wanadoo for a few years, everything fine at 1mb. Them I moved house to Altrincham, South West of Manchester, and decided to upgrade my line in the process. I checked my phone number on the BT website, indicating that I should expect about 4mb, so great, I upgraded to Orange's Broadband Max package back in October 06. They did at the time say that I would be entering into a new 12 month contract, which I was happy with then.
To be fair, up till now the line has has been fine for what I want. However, I run my own company and I've recently started to work from home a fair bit, and have found the performance to be unacceptable.
I've run the speed test at thinkbroadband fairly regularly over the past month or so and never seen my speed above 0.9mb, even at off peak times like 3am. I exchanged several emails with them about this, since I was loath to pay the phone costs to tech support. After about 5 days of emails they eventually said I'd need to call tech support. I've subsequently spoken to Orange at least 5 times. First they said I needed to change my package, so I pointed out I was already on an "up to" 8mb package. Then they ran a line test and said it was a problem with my line, and there was nothing they could do about it, I was stuck at 1mb.
I said that I felt misled when I took out the original contract, and asked for a MAC code. I thought it was reasonable for me to pay for what I had used (ie since Oct 06), but suggested that a fair compromise would be for me to pay no cancellation charges from hereonin. I had this agreed with CS, was sent to TS for authorisation, and then sent back to CS for confirmation. Upon returning to CS I spoke with a chap called Leroy (x2703) who said that my authorisation had been refused!
I started to get a bit angry on the phone at this point, and he said he would investigate my case there and then. He spoke to Tech support, and confirmed that I should be getting about 4mb. So I said great, let's get that sorted, I'm happy to stay with Orange if I can get that speed! He was very pro-active in keeping me updated over the course of a couple of days, but then he left a message saying that there was a problem with my line and that 1mb was the most I could expect! I've not moved forward at all in sorting this out!
Can someone please give me some indication of the questions I need to ask to confirm exactly where the problem lies? I've read through many of the forums here but I still don't understand how to pinpoint where the issue is. My belief is that it's an LLU issue with Orange (I have a colleague who lives less than a mile away, so presumeably same exchange (?) and he's seeing over 3mb with Tiscali), and that they're smokescreening the issue, but I don't know what to ask to confirm this. To be fair to Orange, most of the people I've spoken to have been helpful, but have been unable to explain to me in a manner that I understand. Saying vaguely "there's a limitation on the line" doesn't tell me how to get the problem resolved.
Hi - thanks for the swift response! If it is fixed at 1mb, is there a config option that Orange can change it, or is it a physical limitation that requires new cables/hardware between me and the exchange? I'm trying to work out if this is actually Orange's responsibility, as oppose to (eg) BT's.
Your stats seem to point to an LLU line which means you will have the same download problems as other Orange LLU users.
Alot of people only get 0.5mb with a maximum of 2.7mb. Orange haven't sorted this out yet. It is worth doing the BT speedtest to check your bras profile
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum
