Okay, first and foremost I am posting this both here and in the Wanadoo/Orange monitored section since I guess I am hoping to get advice from both sides of the situation. For imformation I live in South Manchester, which I understand is a problem area.
Basically, like many on here it seems from reading a quick selection of posts, I have had a problem with my connection ever since January 8th (ish) when I was upgraded to the 8 meg service. There have been a range of problems including...
a) Most frequently random disconnection. This can be literally any time of the day but most often seems to occur in the evening and I can be disconnected up to 20 times in a single hour. At first it was annoying but now it is painfully disgraceful at times.
b) Problems with the modem whereby I get a red USB light flashing on my speedtouch modem and then the internet will not connect to any pages (although still shows as being connected). I have noticed that this happens particularly after I have used a media player for eihter music or videos.
c) On the odd ocassion that the random disconnection does not occur I am often subject to a situation whereby the ADSL light flashes on and off and although I remain connected to the internet, any kind of streaming stops in its tracks for the time of the flashing. Pretty annoying although liveable.
Okay. Since the problems began I have rang up Wanadoo/Orange around approximately 10-15 times.
I have been subject to 3 or perhaps 4 line tests - all of which have shown up fine. At first I was informed that the problem would be solved by a Modem Optimiser download. This did not solve the problem.
Then I was told it was my setup (because I have an extension wire running under the house to the computer. I then moved my computer to test without the extension wire and it did not solve the problem.
I was then told that there was a fault in the local area which would be fixed (this approximately 4 months into me having the problems). This did not make a single difference to my problems.
I am sick of getting the runaround on the phone. Every possible issue appears to have been blamed yet not a single one has proved to solve the issue.
Basically this leads me to seek some advice on what to do?
Would getting downgraded to the 2meg connection eradicate the problems? When I was on this connection before I found it pretty much faultless.
Would switching to the wireless service be any better? Has anyone done this and seen improvements? The main reason I ask is that I am an Orange mobile user and should theoretically be eligible for free wireless broadband.
Is there any way of getting wanadoo or BT to send someone out to look at the line and the way I am connected? If the people on the phone can not sort it, maybe somoene physically here could?
To be perfectly honest I am very close to changing both my broadband and my mobile service provider to someone else because of this problem. I find it completely ridiculous that a company could sit back making excuses for over 6 months, leaving someone with a below par and sometimes laughably terrible service.
I hope your speedtouch modem's USB light wasn't flashing or red, as that would indicate a connection problem between the modem and PC, usually either driver or power related.
I'm surprised they didn't ask you to try the master socket first, helps eliminate a bunch of possible problems.
If a fault cropped up in the local area there's a possibility of it correcting the problem when fixed although unlikely. Even so things have to stop at that point until it's corrected otherwise problems just get blamed on that by the LLU/BT testers/engineers.
A downgrade may help but it's not something you can request, it's done automatically if the engineers believe the speed is the cause of the problem.
Switching to wireless may help, it's another device to test the connection with at least and if your modem does have a flashing red USB light at times then it probably will help. As you're LLU'd already you should be able to upgrade to "Plus" with no changes if you're on the older £17.99 package.
BTW I assume Orange top brass monitor all portions of this site not just the little forum setup for them.
Take some time to read through all the posts on here, If I was a CEO of any company with these complaints I would embarrased to say the least.
Also have a look on Oranges forum 'internet', and the ASDL site.
"For imformation I live in South Manchester, which I understand is a problem area."
Same here, but should read one of the problem areas, we are not alone!!
"Basically, like many on here it seems from reading a quick selection of posts, I have had a problem with my connection ever since January 8th (ish) when I was upgraded to the 8 meg service.There have been a range of problems including... "
Same as me and many others, when thousands of customers ALL say "it ONLY happened when I was upgraded to the 8 meg service" can not anyone at Orange comprehend that this is the cause of all our grief ?
"a) Most frequently random disconnection. This can be literally any time of the day ..................................
b) Problems with the modem whereby I get a red USB light flashing on my speedtouch modem an...................................
b) Problems with the modem whereby I get a red USB light flashing on my speedtouch modem and then the internet ................................"
(a), (b),(c) ditto !
"Okay. Since the problems began I have rang up Wanadoo/Orange around approximately 10-15 times. "
We could do with starting a league table for the highest No. of calls. As above after a customer has called for the 5th - 10th time, does no one ever realise things are not progressing and it's not much point going through the same script for the next 11th - 20th time!
"I have been subject to 3 or perhaps 4 line tests - all of which have shown up fine."
Why keep doing another one if the previous have come up OK? simple clutching at straws and another delaying tactic!
"Then I was told it was my setup (because I have an extension wire running under the house to the computer. I then......................"
"I am sick of getting the runaround on the phone. Every possible issue appears to have been blamed yet not a single one has....................."
I bet no one from Orange has said to you "well seing as you have gone through everything your end IT MUST BE OUR PROBLEM "!!
"Would getting downgraded to the 2meg connection eradicate the problems? When I was on this connection before I found it pretty much faultless. "
Same here sweet as a nut on 2Meg!
"Would switching to the wireless service be any better? Has anyone done this and seen improvements? "
Yes, you may see a possible improvement, tell Orange you want a Livebox sent to you to see if this will improve your connection, DON'T commit yourself to the 18 month option 'till you are sure it will work!
"Is there any way of getting wanadoo or BT to send someone out to look at the line and the way I am connected? If the people on the phone can not sort it, maybe somoene physically here could?"
Not realy other than shouting loud and long enough at Orange to contact BT. The annoying part is that you pay rental for the line yet Orange have to instigate the check.
Sorry my reply is so long.
To sum up try connecting your modem into the test socket behind the master socket as Elhana suggested, try to obtain (free) a live box, and get an extra large box of patience from Asda
Top and bottom of most of this type of problem is issues with Alcatells equipment/commissioning/servicing/compatabiliy in the LLU exchanges , which is becoming more well known as time goes by.
I have been through all the above, I have had a stable connection for the last 16 days , great you may think.
No not realy, the only way to get the stable connection was for Orange to reduce me to 1/2 Meg
So whatever Orange say if we were on 2Meg OK, THEY CHANGED THEIR SIDE OF THE EQUATION AND NOW WE HAVE PROBLEMS WHOSE FAULT IS IT
a) Most frequently random disconnection. This can be literally any time of the day but most often seems to occur in the evening and I can be disconnected up to 20 times in a single hour. At first it was annoying but now it is painfully disgraceful at times.
b) Problems with the modem whereby I get a red USB light flashing on my speedtouch modem and then the internet will not connect to any pages (although still shows as being connected). I have noticed that this happens particularly after I have used a media player for eihter music or videos.
c) On the odd ocassion that the random disconnection does not occur I am often subject to a situation whereby the ADSL light flashes on and off and although I remain connected to the internet, any kind of streaming stops in its tracks for the time of the flashing. Pretty annoying although liveable.
OK, so you've got 2 different but related problems:
Symptom (a) due to the changing noise levels on your line/internal wiring , and probably also the Orange LLU kit being unable to cope with this.
Symptoms (b) and (c) due to your kit being unable to cope with the higher speed. Please note that I'm not implying that it's your fault. Orange should sort this out.
Which modem (model, colour) do you have? Did the red flashing USB light start when you installed the Modem Optimiser?
Quote:
Then I was told it was my setup (because I have an extension wire running under the house to the computer. I then moved my computer to test without the extension wire and it did not solve the problem.
If you have a NTE5 type master socket have you tried from the test socket? See images here:
I would strongly advise trying this. On it's own it wont help with (b) or (c) but could well provide useful info for fixing (some of) symptom (a).
Quote:
I was then told that there was a fault in the local area which would be fixed (this approximately 4 months into me having the problems). This did not make a single difference to my problems.
Sounds like your problem has been 'linked' to the general LLU problems.
Quote:
Basically this leads me to seek some advice on what to do?
Would getting downgraded to the 2meg connection eradicate the problems?
Probably, but I haven't seen any reports on here of people managing to do this.
EDIT : I've now seen a post by chorlton saying he was moved back to 2Mbps IPstream following intervention by ISPA.
Quote:
Would switching to the wireless service be any better? Has anyone done this and seen improvements? The main reason I ask is that I am an Orange mobile user and should theoretically be eligible for free wireless broadband.
Using the Livebox, or any ADSL Modem/Router, should fix (b) and (c). It won't fix the losses of synch, but at least it will re-synch automatically when it's able to.
Quote:
Is there any way of getting wanadoo or BT to send someone out to look at the line and the way I am connected? If the people on the phone can not sort it, maybe somoene physically here could?
See above. There may be a problem with your 'line' but I would guess not. Even if there is, it's not the full story.
Quote:
Any help chaps?
To summarise: get Orange to send you a Livebox and try from the test socket. Please let us know how it goes.
Good luck.
Last edited by JohnM on Wed Jun 28, 2006 10:52 pm; edited 1 time in total
I hope your speedtouch modem's USB light wasn't flashing or red, as that would indicate a connection problem between the modem and PC, usually either driver or power related.
In this case, I think it's most likely USB bus congestion.
Quote:
I assume Orange top brass monitor all portions of this site not just the little forum setup for them.
They'll get somebody to do it for them
Seems to be quite selective. They haven't fixed a problem with kb344 that I mentioned a month ago.
OK, so you've got 2 different but related problems:
Symptom (a) due to the changing noise levels on your line/internal wiring , and probably also the Orange LLU kit being unable to cope with this.
Symptoms (b) and (c) due to your kit being unable to cope with the higher speed. Please note that I'm not implying that it's your fault. Orange should sort this out.
Which modem (model, colour) do you have? Did the red flashing USB light start when you installed the Modem Optimiser?
I have the Speedtouch 330 model in silver.
I dont recall getting the red light USB problem before the optimiser was installed but I did put it on very soon after I was upgraded to 8meg so I couldnt say for specific if it was related to the increased speed or the optimiser.
I dont think that I have the NTE5 master socket but I will take the front off the box to make sure.
Thanks for all the advice so far.
I contacted th ISPA and they have contacted Orange. So far nothing much has been said other than they are looking into it... Shouldnt they have been looking into it for the past 6 months?
My next step will be to ask if I can try to wireless service (before committing to a contract extension) or at a last resort asking to be put back down to 2meg.
If that isnt sorted I will be moving both my phone and internet elsewhere.
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, great you may think.
