Joined: 23 Dec 2007Posts: 43Location: Deptford, London
Another sign of big improvement coming up!
As per all my previous complaints both to Orange and on this forum about being capped at 2m pre-LLU and down to 1m on LLU. I read a thread on this forum suggesting I should write an email to Executive Directors or so.
So I did a month ago but didn't receive any response for a while so I thought my email was neglected. But this morning I received a call from a guy saying he was calling from executive office as he just got my email forwarded. He said in the afternoon he would sort out my problem, ie. lift the cap on my line. Now my new stat is per below
However, still have to watch it for next couple of weeks to see if it'll be stable or not.
My recent speed test (taken during peak hour 8pm today) shows:
So if you're reluctant to leave Orange, like I was, I'd rather suggest you wait for a while to see if any improvements coming to your area or not. Fingers crossed
Now I should say I'm among a very few happy customers of Orange
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Good to see you had it resolved, but the question is should you have to go to these lengths to get at what you have actually been paying for from a company, then if that is the case then they really do not deserve customer loyalty.
Going by the ridiculous excuses recently on these forums i wouldn't trust them as far as i could throw them.
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Joined: 23 Dec 2007Posts: 43Location: Deptford, London
Thanks steve
I can't agree with you more regarding my lengthy problem!
But this might really be a good sign to watch out. Who knows, what they call themselves "executive office/team" might become "uk based customer service and tech support" in the near future. So all of our problems would get resolved soon!
Not sure if what's happening to me now is something similar to the first 10 day period when you are first connected to them or not - ie. they lifted the cap and reset the speed on my line, then the speed will swing like this for a while !?!?
Hard to know, could have been a low sync event caused the drop. You could try rebooting the router and see if the sync speed increases, although I don't recommend it if it's been unstable.
BTW there's always been a UK higher level team, used to be call CAT but it's now the exec team who do both mobile and broadband stuff I believe.
Joined: 23 Dec 2007Posts: 43Location: Deptford, London
Elhana wrote:
Hard to know, could have been a low sync event caused the drop. You could try rebooting the router and see if the sync speed increases, although I don't recommend it if it's been unstable.
BTW there's always been a UK higher level team, used to be call CAT but it's now the exec team who do both mobile and broadband stuff I believe.
Thanks Elhana.
I did try rebooting my Livebox but the only change was the noise margin. It ranges from single digit of 7 upto 14 at the mo, though in the past when I was capped it was always in the range of 25.
Only thing I've got left to try at my end is a factory reset on the livebox but i'm not sure if it's going to mess stuff up, been told you just have to put your details back into the config screen, but still not sure.
Factory resets are pretty safe but most of the time just turning the box off and back on will be enough.
Jason generally the higher the noise margin is the better, for a fixed speed. The adaptive services can vary the figures so it's not always as simple as you think. Generally the higher your margin is the lower your current sync speed is. It's a sort of sliding scale, just remember the start and end of the scale will vary depending on your line.
Some may get a margin of 6db at 2meg while others may get that at 7 meg. If you put them both on the same speed you'd see the second would have a much much higher margin. So higher margin is good but for adaptive services it means there's unused potential speed.
Joined: 23 Dec 2007Posts: 43Location: Deptford, London
Elhana wrote:
So higher margin is good but for adaptive services it means there's unused potential speed.
Thanx Elhana. Your explanation is actually clearer than what I understood from that link. Sorry, I'm obviously not a techie expert.
Back to my noise margin - now it means I have some more potential faster speed left. Really must speak to that guy to increase my speed to the extreme.
Seems like Orange still refuse to put the fastest speed on my line!
Back to my noise margin - now it means I have some more potential faster speed left. Really must speak to that guy to increase my speed to the extreme.
Seems like Orange still refuse to put the fastest speed on my line!
I'd be careful, if your sync speed stays roughly the same but you get higher margin values then that indicates something else, points more towards stability problems or natural signal variance. As with most things a single figure by itself is somewhat meaningless without the others to give the overall picture.
If anything goes wrong again will update this thread
Btw, the exec office really needs to become uk based cust service & tech support. Whatever I complained to them would get resolved in a short while. Unlike our good old friends, Sonya, Katy, Derek, Paul, Peter, etc in India who can only read the script to us and keep escalating and asking us to wait next 5 working days
Can you please give details on how to contact the exec office - email and/or phone number. I have an issue regards an LLU change (I think) that has left my BB practically unusuable. The livebox - and Belkin routers - report that the line is ASDL2+ - but Orange say it isn't! Five phone calls later - over 4 weeks - and 'escalation' - twice! And a line check that dosn't appear to have happened. Getting nowhere = soooo frustrating that you cannot speak to anyone who can actually do anything!
Five phone calls later - over 4 weeks - and 'escalation' - twice! And a line check that dosn't appear to have happened. Getting nowhere = soooo frustrating that you cannot speak to anyone who can actually do anything!
Same as whats happened to me, emailed, they replied say ring up for a line test, then was told it wouldn't work, had to ring back, then emailed again but get stock reply from someone with an unpronounceable name.... fed up, leaving Orange, tomorrow is my last day, going to o2 (now Sky). 10 months left on my contract or not.... totally fed up... line speed static at 2meg for nearly 2 months now yet pay for unlimited.
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