I've been following this forum for a while since i developed some problems with getting a slow speed. I now know far more than i ever thought i would about adsl!!
Having followed Orange's 'Technical' support for the past month i was hoping someone with some technical knowledge of exchanges might be able to post an opinion on my problem.
History - I had a 2 meg DSL package with AOL for 2 years with no problems previous to moving to Orange. The first 4 months with Orange on ADSLMAX were fine with sync speed varying from 3.5 to 5.5 and appropriate download speeds.
Problem - I live in a rural location and had some problems with noise on my line. I got BT to fix this as there was an audible crackle on the line so i cited 'call quality' and BT were brilliant, came out twice and traced and replaced the offending line. The line is now fine.
During the noise problem period (it happened for about a fortnight) my connection was very unstable, repeatedly reconnecting and gradually got slower, as i would expect as the exchange tried to stabilise the connection.
When i finally got back online my connection is now rock solid but the modem refuses to sync faster than what looks like a standard half meg DSL connection. The sync speed never changes.
Modulation: G.DMT Annex A [POTS Overlay Mode]
Bandwidth (Up/Down) [kbps/kbps]: 288 / 576
Data Transferred (Sent/Received) [MB/MB]: 1.72 / 10.83
Output Power (Up/Down) [dBm]: 10.5 / 15.0
Line Attenuation (Up/Down) [dB]: 19.0 / 33.0
SN Margin (Up/Down) [dB]: 26.0 / 31.0
Vendor ID (Local/Remote): ALCB / TSTC
Orange said on their system i was provisioned on ADSLMAX and all was fine, after asking them to sort it a lot i requested a change to the 2 meg package hoping this would bump my connection back to life but no change. Orange again say i am correctly provisioned on the 2 meg package.
I could write pages just on the awful technical help i have recieved. The day defragging my hard drive affects my modem's sync speed i will eat my hat!
I have an opinion on what has happened but i won't post it yet as i am interested to hear any other theories.
LLU is not enabled on my exchange.
BT speedtest states that i am capable of 6meg but that i am provisioned to a half meg connection. Another BT ADSL line checker (can't find the link at the mo) stated that i would be able to get a half meg connection.
Orange give the same stumped response each time and eventually blame it on ongoing network congestion problems that will be solved in an indeterminate amount of time.
Thank you for sticking with me if you have read this far, i am posting out of absolute frustration at not Orange not even being able to convince me that they even understand the full problem!
I would very much like some opinions to see if they match my own.
MTU/RWIN won't effect this in the slightest. The connection is fixed at 1/2 meg for some reason. I'd say it was probably to do with when they fixed the phone problem.
You mentioned they replaced the line, from the sounds of that what could have happened is you got a new circuit number but the system never got updated correctly with the change. So queries on the old number show whatever they're supposed to but of course that has no effect on your line.
Getting it fixed is going to be a problem, obviously nothing's showing as wrong on the systems themselves, it's even being regraded with no problems. What I'd suggest is first trying to get the details confirmed with the Specialist Provisions team, you'd want them to try and check with BT directly the CBUK number from Orange's systems against your line and see if when they did the work there were any changes. If there's problems doing that then the other option is going through Escalations.
And just incase anyone suggests asking for a MAC, it's highly likely using a MAC in this situation will just migrate the line and leave the exact same problem.
Thanks Elhana, your thoughts are the same as mine (although i appreciate the technical detail that i wasn't aware of!).
Its such a shame that Orange make it so difficult to get something like this resolved. I have tried getting back through to SPT to no avail so i guess i shall have to try the Escalations route.
Orange won't even speak to me about the problem at the moment as they seem to have lumped it in with their 'nationwide slow speed issues' and say I have to wait till that is resolved. I'll update once i get to that point.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Quote:
And just incase anyone suggests asking for a MAC, it's highly likely using a MAC in this situation will just migrate the line and leave the exact same problem.
That is probably the case but it is probably also the case that if it does follow after changing to a decent provider the new ISP will most likely get the problem fixed much quicker.
Quote:
Orange won't even speak to me about the problem at the moment as they seem to have lumped it in with their 'nationwide slow speed issues' and say I have to wait till that is resolved. I'll update once i get to that point.
I wonder if they would like it if you said then ile suspend my payments until its fixed i don't think that would go down well seems they are happy to take payments while telling you you will have to wait, it's a disgrace.
Hope you get it sorted soon tt5th
_________________ ex Freeserve/Wanadoo/Orange Blog
Think i have resolved the problem so thought i would share my good news!
I waited the specified time frame (end of the month) and rang back going through exactly the same 'reading from a script' response as ever. It turned out that during the 3 weeks they requested i wait they had done precisely nothing. After another half hour of frustration i requested (and recieved shortly after) my MAC code.
I have now moved to IDNET having come across favorable write ups about them and loving their CEO's stance on call centres. As expected the problem migrated across with me. Now this is the difference between a company that cares about customer service and Orange....
I rang to explain i had an ongoing issue and talked to a very knowledgeable, friendly and professional lady immediately, no transfers. She said it could be a big problem requiring an engineer but would check with a contact in BT and ring me back.
Thirty minutes later i got a ring back, they found the problem - According to BT Wholesale Orange had applied a cap to my line!! To add insult to injury they had apparently even reapplied the cap today the date of migration! Co-incidence? Hmmmm.....
Anyway BT removed the cap and although i am waiting for my download speed to adjust i am now synched at a stable 7392kbps.
So Orange gave me 3 months of fobbing off and denying there was a problem, I gave IDNET 30 minutes and they had it resolved. And NO call centres!
After the frankly disgusting customer service of Orange I can wholeheartedly reccomend IDNET and am grinning from ear to ear. Support the companies that look after their customers, it's the only way these big 'care only about profit' companies will learn.
Cheers for the help and advice!
The relief of being Orangeless is washing over me like summer breeze!
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