From other posts here, it seems that this parameter (downstream rate) is set by Orange. I'm on upto 8M with the Livebox. After an outage a month ago now they resticted my line to 1152 (was 4608). After calling TS loads of times and been given the Orange run around (do a line test, call back in 24/72hrs/5 days), I am unable to talk to someone that has the nounce to get this parameter reset/raised and get me off their backs!
I upgraded to 8M unlimted for £5pm, does this give me the right to complain to the ISPA?? Or is this still considered to be a 'free' package and therefore CISAS is the only recourse??
It took me nearly 2 months for me to get my speed upto what it should have been. I ended up having to ask them for my MAC code then proceeded to ask them to regrade my line back up to what it should have been before the LLU Upgrade. I basically told them that I wasnt bothered about any sort of disconnection problem just get my line back upto what it should be. Unfortunately the day the regrade was shceduled was the day that the migration went through for my BT broadband activation. Just look and ask yourself is it worthit staying with a company that doesnt provide genuine service.
From other posts here, it seems that this parameter (downstream rate) is set by Orange. I'm on upto 8M with the Livebox. After an outage a month ago now they resticted my line to 1152 (was 4608). After calling TS loads of times and been given the Orange run around (do a line test, call back in 24/72hrs/5 days), I am unable to talk to someone that has the nounce to get this parameter reset/raised and get me off their backs!
It's because there is no set way of getting it done so they just try things to see if it'll get things altered.
We are collating the data now and as soon as we have enough, we'll start publishing the best and worst regions, areas and exchanges... You'll be able to view all the statistics including best times, best days, worst times, worst days etc... Whatever stats you want, we'll provide them!
Well Elhana is right. I was told today that they have a mechanisium for degrading downwards, but they have no known way of regrading upwards. Told CS that I never had a problem with drop outs (had a problem with no line at all!) and was prepared to be proved wrong if the speed limit was rasied - still won't/can't help, not possible.
So it would appear that, say, in response a patch cable being pulled out at the exchange by mistake or error, they down grade the line as a matter of procedure, if it's needed of not. Once done can't be undone. How dumb is that!
Had a big argument with CS today when they said it was done because my line would not support more than 1M - I have saved speedtests that show it supported 3M+ for months and months - but since they 'fixed' a fault a month ago I have apparently moved miles further away from the exchange and the wires to my house have been replaced with much older ones.
I'll wait until mid June to see if the rumoured upgrades have any effect.
Truth is I like the unlimited product - if only it lived up to it's promise.
Can someone tell me if I have a right of complaint through ISPA?? - I pay £5 a month for unlimited, therefore not 'free'.
I had an outage for a month PPP server down then lost sync.,after the usual runaround I was reconnected.
When reconnected I had the 6Mbit connection(well it synced around that !) as I had before the downtime,
then exactly I week later fixed connection at 2272 attainable 6363, it has been
the same since 14th April, no amount of phone calls/letters etc have made any difference.
Being reasonable and polite obviously does not work. Can anyone teach me how to swear ??
Orange tells me their records/tests show I have a 6Mbit service.
I also had the 'by the 15th June yarn/statement' .
It seems from what elhana says, basically thats it your stuck with it.
If you are downgraded by mistake or design (deliberate bandwidth limiting due to oversubscription) there is no way back, even
if you get a MAC. I forget what its called now !!
You have to feel a bit of sympathy for those that work at Orange in CS & TS, since none of them knew their real fathers, and were repeatedly dropped on their heads as babies.
HR at Orange must be run by those that escaped the asylum.
You can imagine the deal breaker question....
HR: "So, have you ever fixed anything, I mean anything at all?"
Candidate: "Eeeeer, nope."
HR: "Great! you're hired - plus your experience of being a failed Estate Agent will really work in your favour!"
As I mentioned before there is no process or system to action or even request an upgrade like that. Can it be done, yes, but you'd probably have to go 2 levels higher, escalations and then CAT, to really get it looked into. Even then it seems to depend on a bunch of factors if it'll be done.
It's hardly the fault of tech/customer support that they aren't given the tools or ability to do it.
It's hardly the fault of tech/customer support that they aren't given the tools or ability to do it.
I agree entirely, BUT, and here's the crux of many of their issues, they do not appear to have the wherewithall to recognise when to escalate these issues internally, and thereby reduce the time in obtaining a solution.
They must have in their possession the means to query the equipment remotely, and obtain data on issues of peformance, yet seems to want to rely on the easy cop out of "it's your line quality" etc every single time.
I really do think that there is a more global issue with the Orange broadand infrastructure, yet they appear to want to say anything, just so long as there is no public admission of liability.
It's hardly the fault of tech/customer support that they aren't given the tools or ability to do it.
I agree entirely, BUT, and here's the crux of many of their issues, they do not appear to have the wherewithall to recognise when to escalate these issues internally, and thereby reduce the time in obtaining a solution.
They must have in their possession the means to query the equipment remotely, and obtain data on issues of peformance, yet seems to want to rely on the easy cop out of "it's your line quality" etc every single time.
I really do think that there is a more global issue with the Orange broadand infrastructure, yet they appear to want to say anything, just so long as there is no public admission of liability.
As Chumbah says there should be a mechanism for escalation.
Elhana could you enlighten us on how to get to the CAT stage ?
I have written letters to CS and Head office as advised to by CS, with of course documentary evidence. Not even an acknowledgement to the correspondence in six weeks, perhaps arrogance is a virtue ?
After 6 years with Freeserve/Wanadoo I phoned support line TWICE yes TWICE.
[quote="Elhana"]As I mentioned before there is no process or system to action or even request an upgrade like that. Can it be done, yes, but you'd probably have to go 2 levels higher, escalations and then CAT, to really get it looked into. Even then it seems to depend on a bunch of factors if it'll be done.
They must have in their possession the means to query the equipment remotely, and obtain data on issues of peformance, yet seems to want to rely on the easy cop out of "it's your line quality" etc every single time.
For LLU lines I believe only the engineers have the ability to do that, often referred to as "Magdeline". To get at them you'd really need to be talking to Escalations or most likely CAT.
Quote:
I really do think that there is a more global issue with the Orange broadand infrastructure, yet they appear to want to say anything, just so long as there is no public admission of liability.
A lot of the stuff said over the phone is made up, assumed or just worked out by the agents because they often get very little to go on from Orange themselves.
giles47 wrote:
Elhana could you enlighten us on how to get to the CAT stage ?
I don't know the finer details of the process, basically first you get frontline support, after that escalations who have much wider powers and freedoms to do things. Problems then get escalated to one of two different teams but mostly stuff like this will always go to CAT (Customer Action Team), usually what they say goes, except when they're wrong and we get to tell them how things really work.
Quote:
I have written letters to CS and Head office as advised to by CS, with of course documentary evidence. Not even an acknowledgement to the correspondence in six weeks, perhaps arrogance is a virtue ?
After 6 years with Freeserve/Wanadoo I phoned support line TWICE yes TWICE.
They get a lot of letters and apparently a lot goes unanswered, they keep trying to get everyone to try and deal with things over the phone and not to give out the address and say to write in.
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