Having recently and stupidly taken up oranges offer of an upgrade I am now stuck in the same boat as most people on here.
I've like a few been a freeserve-wanadoo-orange customer for years now and this is the first time i've had a problem to complain about. I decided to upgrade but since then i'm getting slower speeds than the 2mb package and seem to loose my connection all the time.
I spoke to customer services and asked to return to how my package was 3 weeks ago. All they could tell me was yes that is possible but you will be tied into a 12 month contract. Basically I don't want this as I want to move to am ISP that will offer a true 8mb service.
The main problem now is that when I upgraded I was signed up for another 12 months so i'm kind of stuck as I can't get out of the contract without paying it off.
Is there any way I can use the poor service and the fact that i'm still within 30 days of upgrade to force them to return me back to my original contract (which I can cancel) or just simply cancel this one?
Last edited by AdamKenyon on Sun Aug 19, 2007 5:54 pm; edited 1 time in total
Ring them and ask to cancel your account. You will be taken to cancellations department, They will give you the your still in your contract period blah blah... Tell them thier in breach of thier contract because thier not giving you the service you are paying for.
They will try give you free offers and the like just ignore them.
Though your still in your 30 day upgrade period, which your phone line is adjusting so get the best attainable speed-attentuation ratio. But this is Orange and chances are its thier fault again. So go ahead and give them a call. Also c all their UK callcentre(s) the numbers are on the forums somewere.
Access to the Internet and our related services and applications consists of two distinct service elements, an access element using broadband technology ("Broadband Starter") and the Orange services comprising various Internet-based services available to members of Orange, for example email facilities including POP email and Webmail Interface, personal web space, access to the World Wide Web and other services and applications (the "Member Services"). Broadband Starter enables your equipment to be connected to and access the Member Services. We can offer you an enhanced service known as "Broadband Unlimited" as an alternative to Broadband Starter. Broadband Unlimited allows you to benefit from an increased download limit, obtain faster access (where technically practical) and to make and receive telephone calls over the Internet (this last element is called the "Talk Service"). Broadband Unlimited will also enable you to connect to and access the Member Services. There is a fourth service provided to you, comprising the processing and collection of your payments by credit or debit card or direct debit provided to you by Orange Payment Services (the "Payment Handling Services").
The way thats worded, they should at least provide the same speed as the 2mbit service. And technical problems causing a slower speed (such as LLU) would be caused by them - theres no reason for you to actually be on their LLU, you could have a connection without it. Its a problem they've caused and imposed themselves, and its not as if the LLU aren't known about (people have complained enough to bring it to their attention).
However... if you did switch back to 2mbit, and you're on LLU... chances are you won't come back off it.
Trying to run a BT speedtest and/or posting the line stats will help give more information on the issue. That can show what connection you're on and what you line should be able to support.
A lot of the time requested upgrades are for ADSL Max and not LLU connections.
Well, if he's not on LLU, then the upgrade shouldn't of dropped his speed. Theres no technical reason for it to of done so, so Orange have broken their contract. If he is on LLU, well... the state of that is a joke, plenty of technical problems.
Does this make the situation stranger? It also says that I am 1.4km from the server, and i'd also like to point out that I live in a village which is hardly densly populated.
From what I can see my speed should be well above average
Well, if he's not on LLU, then the upgrade shouldn't of dropped his speed. Theres no technical reason for it to of done so, so Orange have broken their contract. If he is on LLU, well... the state of that is a joke, plenty of technical problems.
That very much depends on what the system has detected. I've seen a number where the ADSL Max system sacrifices stability for speed and then ends up at less than what it would have been on IPStream, this is for long lines though which this one isn't.
That speedtest shows it's not an LLU line but there's one final piece missing. Adam, run a BT speedtest and let us know what profile it shows.
http://speedtester.BT.com/
This is what I achieved through the BT speedtester
Test1 comprises of Best Effort Test: -provides background information.
IP profile for your line is - 5000 kbps
DSL connection rate: 448 kbps(UP-STREAM) 6688 kbps(DOWN-STREAM)
Actual IP throughput achieved during the test was - 765 kbps
If you wish to discuss these results please contact your ISP.
If you are experiencing problems with specific applications, servers or websites please contact your ISP for assistance.
Your test has completed please close this window to exit the performance tester.
Ok that changes a lot of things. Firstly the profile is almost at maximum, if perfect it would be 5500 and not 5000 but that's close enough at this point.
It's the actual data going through the network which seems to be limiting things so the profile system is acting normally. Line tests would need to be run but depending on where the problem is it may be hard to track down.
Just to make sure you've tried or are using a wired connection to check the speeds?
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