Hello, just found this site two days ago and would like to thank the person who set it up as my experience with Orange has been a nightmare. I thought it was just me! Had many issues, but the main problem at present is my internet connection speed is pathetic, if it even works at all. I am clueless about computers so I ring Orange in good faith but get fobbed off, told my livebox is working and there is no problem. I have 8mb broadband and my status says connected - signal strength very good. But I have today done a speed test and the results are, down 191.81kbps. (0.2mbps). Up 123.64kbps (0.1mbps). Could someone be kind enough to explain the significance of these to me before I have the energy to ring them again. Are these poor? What could be the cause and what can I do?Its hard to argue with them as like I said I am not very clued up with all things computers.
You are experiencing the same problem I have. My speeds almost match yours. I have the same 8mb package but if you go to the BT Wholesale website and put your phone number in you will see they have capped you at 2mb as they have done to me and my colleague without informing us. Note they are still charging for an 8mb service! I can get max speed of 2mb at 6am when no-one is online whereas 1 month ago I was getting 7.5mb. Apparently they have too many subscribers and their equipment just can't cope. A promised fix on June 15th never happened, I have now been told wait until the end of the month. I am so tired of this company and its attitude. Welcome to the club!
I have been monitoring my Broadband speeds and logging the with Orange Problems. My speeds have not reached 1mb for ages and suddenly about Three days ago they are going up to 3 and even 4 mb. Although it is reckoned the max speed is 3mb where I live. I have tried checking at different times as around 6pm was terrible, but no, that is now good too. I can't believe it will continue, but you never know.
Thanks for the reply. I went on BT Wholesale and it says I am capped at 2mb like you but my line could support 6-8. Is this how it is going to stay? What did they say would happen by the end of the month, go back to a fast connection? What annoys me is that for 3 weeks I have been ringing and been told there is nothing wrong but after finding this site it is ovious I have been lied to by Orange. It is almost unusable, can take 3 minutes to load a web page (if it even loads) and I cannot watch any online clips. I need to call them soon for my "line test" results so at least I know about the 2mb cap so again, thanks for that.
I may be maligning Orange, but I suspect the line test thing is just a method of getting rid of you for 24 hours or so. They have supposedly done line tests for me endless times and when I phone back they say that something went wrong with the test, line is OK now, it is BT or some other excuse. I don't know why I bother to phone Tech Support, as my dog knows more about Broadband than they do.
They say that my speed will be back to normal at the end of the month. I do read the odd story like the one above where things do get better so they must be fixing things slowly. But I don't like being charged for 8mb when I know they have capped me. The annoying thing is they didn't tell me they were capping me. When I call and mention it, some operators admit the capping and others won't acknowledge it. It took me half an hour the other night to convince the tech support that my speed was crap. Finally they asked me to check it on thinkbroadband and when it came back as 0.3mb down and 0.0mb up (yes that is 0.0mb) they finally gave in and said they had found a fault with my line and yes you guessed it, to call back in 3 days for the results. I have no expectations that my line will be fixed and the cap removed within that 3 days but I will call and see what excuse they give me next time. To make thngs worse I now have a faulty livebox after a thunderstorm and it has taken 2 weeks so far and they still won't send a replacement. I know it is faulty from the boot up sequence of events but as with everything Orange I have to wait to be progressed down the list of faultfinding questions and answers before they send another.
hello to both of you, yes I am paying for 8mb. I have had all kinds of trouble in the past with these jokers and only was persuaded to stay with them in january because they offered me £12.99 with a free livebox. Big mistake, I spend that on phone calls to them every month. They only agreed to a line test reluctantly and I know they was fobbing me off but thanks to you guys I can at least argue my case when I call back, now that i have evidence that i have been capped and have carried out a speed test which proves my poor service. Until now they have been telling me there is nothing wrong!
All Orange do is lie and give excuses when you ring up.
Everyone who moves to a real ISP and posts on here afterwards says there connections are fast and stable - including myself.
Do yourselves a huge favour and leave Orange ASAP, you won't regret it.
Cannot wait to move to another ISP, its just to get my MAC code now would cost me the remainder of my contract and after being out of pocket with them in the past due to a previous dispute i cant bring myself to do it. Cant wait for the contract to end. Just spoke to them, call back in 24 hours for the results of the line test! They are waiting to get them from BT! Ive spoke to BT myself, theres nothing wrong with the line. How are they getting away with this "service"?
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
They are getting away with it cos Ofcom are too soft on the big companys but word is spreading fast about Oranges terrible service and their attitude to customers.
_________________ ex Freeserve/Wanadoo/Orange Blog
Joined: 21 Apr 2006Posts: 94Location: Fallowfield, Manchester
socifair wrote:
Cannot wait to move to another ISP, its just to get my MAC code now would cost me the remainder of my contract and after being out of pocket with them in the past due to a previous dispute i cant bring myself to do it. Cant wait for the contract to end. Just spoke to them, call back in 24 hours for the results of the line test! They are waiting to get them from BT! Ive spoke to BT myself, theres nothing wrong with the line. How are they getting away with this "service"?
If Orange are capping you at 2 and you are paying for 8 then Orange have broken their side of the contract i.e. they are not attempting to provide you with up to 8. So
1) Ask for your MAC (a good date is when you've just had the DD go out)
2) When you get the MAC transfer to a proper ISP
3) Cancel your direct debit
4) Write a letter (signed for) to Orange explaining how they broke the contract and that you dispute their claim to any further money.
If Orange are capping you at 2 and you are paying for 8 then Orange have broken their side of the contract i.e. they are not attempting to provide you with up to 8.
Technically if there was a fault or previous problem and the speed was reduced to 2meg in an attempt to fix that (which is pretty common) then they aren't breaking the contract.
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