I recently recieved a warning letter for downloading too much over December and January, in the letter I was made aware that due to the FUP Orange would be cutting the speed of the internet down, but only during peak times.
A few weeks on and I now cannot achieve a speed of over 60kb/s at any time of the day, I've tried downloading files from multiple websites but I always recieve the same speed, youtube stutters and is similar to dial up, this is all the same even at 4.30am when most users are unlikely to be using the service.
Here are my livebox stats, I've also taken the thinkbroadband test which is below:
Exactly the same thing has just happened to me. Same letter, same download speed cap. Despite the letter saying I might be restricted at peak times, I am actually capped to 60.8 kBps 24 hours a day. I phoned the overseas call centre this morning who said that they would be keeping an eye on my usage for the next few MONTHS and if i was frugal enough, would reinstate all or part of my download speed.
I asked for my MAC code, as even the worst other providers don't throttle speeds outside peak times. I'm phoning back in an hour as the customer care teams are UK based and aren't at work yet. I know I'll have to pay up for the remainder of my contract, but I've had enough of Orange...
30 mins later...
OK, here we go. I've just been on the line to Orange Customer Care, who say that there's definitely no cap on my line between 6am and 6pm. But there is: if I set my router to bypass Orange (www.kitz.co.uk) and run straight to the exchange I get my normal 1700kbps speed. Using the speed test at mybroadbandspeed.co.uk shows I am restricted to 486kbps - and it's now 9 in the morning. Orange are adamant that there's nothing throttling my downloads, so either someone is telling an untruth, or the Customer Care team don't know what is happening.
As far as i am aware. no other ISP has peak hours that run until 6am in the morning. And none caps speeds round the clock.
I asked for my MAC code, and was assured it would be with me in 3-5 days.
If they're treating you, and others, the same as me, it might be time to give their customer care team a call (0844 873 8586, option 1, option 4, then asking for your MAC code takes you straight through from that number)
Otherwise, by the sound of things you're going to be stuck with very slow downloads for months to come.
It's disgraceful, Orange need to be a lot more clear about their t&c's, when I checked in Dec-Jan (the time I went over the limit), nothing in the FUP suggested a usage limit, Whats more worrying is the amount of people having the same problem with Orange, doing a search on here I can see quite a few other people have had this problem.
Why these companies continue to advertise their service as "Unlimited" really is beyond me, as it's obviously far from that, I'd rather they be no FUP whatsoever and have a strict download limit, that way I know exactly where I stand.
The bad customer service you have had from Orange comes of little surprise, we are waiting for Orange to send us a bag to return a faulty wireless adapter, It's the 3rd useless one they have sent us, We've been waiting for a bag now for about 2 weeks, and we were told it would be with us in a few days, this is all due to the bag they sent us to return it been half the size of the item to be sent back lol
The MAC code option sounds really tempting, I cannot stay with this, what are the terms on aquiring my MAC code? do I have to pay the remainder of the contact? as I only joined in Sept/Nov last year.
Yes, having a look around the net it looks as though Orange are trying to weed out heavier users by fair means or foul..
It was relatively easy to get my MAC code. I went through customer support overseas and said I wanted the code, they ran through a set of questions they've obviously been told to ask, like why you want to leave and who you're going to, followed by dire warnings about the cost of the remainder of the contract. I then was passed to UK support, where a rather tired sounding man told me that I was capped (though only overnight - which isn't true). I asked for my code and he said it would be emiled withinn 5 days. It arrived within 6 hours. If you are on a contract, and have been speed capped, you won't have to pay outstanding months for the following reason, which my legal expert friend helpfully provided:
The Fair Use Policy part of the contract contains no substance. For a contract to be legally binding any clause in a contract must have visible conditions and outcomes. The way it is worded is far too vague to ever stand up in court. Furthermore, in restricting your bandwith without warning, 24 hours a day, which was not mentioned in the letter or further communication, they have broken their side of the contract which allows you to exit without penalty. Simply cancel your direct debit as soon as you have a date for a connection with a new ISP and you will be fine.
I cancelled mine the second BT gave me a date - just to be on the safe side!
As far as I can see, most other ISPs are limiting downloads, unless you happen to be lucky enough to be on an exchange that has Sky or Be enabled (i'm not) who offfer 100GB +
BT sem to be the best I can get. They offer a 40GB limit with 30p a GB overuse charge, but no speed capping, or an unlimited package for £23. Both 'shape' p2p traffic during peak hours (6-12pm) so that could slow down if there are lots of people on. But at least you can see how much bandwidth you've used by visiting their site which makes things a sight more transparant that Orange with their 'out of the blue' letter and no warning caps.
Interesting to hear that Orange's behaviour in regards to FUP breaches the contract.
This is what I've been thinking and I pointed this out to them on the phone yesterday biut customer services basically said ' nothing we can do about it'
And so I anm intending to switch to another provider BUT I also have my landline with them as part of the package, so I hope I can switch that at the same time . Guess I'll find out.
Thanks for the info, I now feel more at ease with the idea of ditching Orange, My main concern was that I'd have to keep paying them until the end of the contact, which is ridiculous given the state of play by them.
What is very interesting though, is that I was online at 5:30am this morning (I know I need to get more sleep! lol) and my download speed had gone right back up to 800kb/s! As I type this now it has gone back down again, but now to 450 kb/s, It's almost like they read this topic! haha. Either way I don't think these high speeds they are giving me will last, and theres more than likely to be some sort of catch - ie: using my connection again. It will be very interesting come peak hours tonight, i'll be monitoring it then.
I wouldn't be surprised. I wonder if they read the posts here and elsewhere and noticed that a full time cap took them into breach of contract terretory?
Looking at my lad's overnight download, his went up to 137kB for a couple of hours early this morning too. I just did a speed test at mybroadbandspeed and am back at 512k now, though.
I actually got two emails giving me my MAC code, and today had a letter with the same information. I don't think they can wait to get rid of me!
At the end of january I had a nice lady from Orange on the phone asking if I wished to extend my contract and save £2 a month. As I was happy with Orange for over a year at the time I gladly thought it was a good offer.
Just over 2 weeks later I got a FUP letter saying my usage in October was 80gig and they considered this excessive and that they MAY think of reducing the speed to which I was connected.
I checked the speed when I got this letter and it was 3500 down 448 up.
I got an email from Orange saying they would be upgrading the equipment and this would result in faster speeds, anyway after the upgrade date I noticed that my speeds had DROPPED to 2272 down and 288 up.
I emailed Orange and they replied saying I should ring the 0870 number and ask for a line test. I rang them and the lady reading from a script said that their line test facility was broken and could I ring back in 4-6 hours.
The speed i have got hasn't altered since it got "upgraded" however the attainable speed stated on the router is in the region of 4100 - 4900 depending on the time of day.
Does it look like ive been capped??? As i'd love very much to leave Orange as o2 (now Sky) are enabling my exchange at the end of march. i'd even pay the rest of my Orange contract to leave.
I am annoyed so much that i'm downloading any old rubbish 24/7 at full speed to cheese these jokers off lets see what my usage is going to be this month!!!
Sent Orange an email about slow speeds again and they replied with check this check that etc, so i replied saying I was peed off with the stock email and advisors reading from scripts etc etc and what steps are needed to get a MAC code, they replied saying they would send me my MAC within 5 days which I was amazed as I never specifically asked for one!!!
Sent Orange an email about slow speeds again and they replied with check this check that etc, so i replied saying I was peed off with the stock email and advisors reading from scripts etc etc and what steps are needed to get a MAC code, they replied saying they would send me my MAC within 5 days which I was amazed as I never specifically asked for one!!!
I'm convinced that it's not a human that answers emails.
I reckon software scans incoming messages for key words then selects a response from a Knowledge Base and forms a reply email.
That's why we see standard responses that appear to have been taken from a script. Otherwise we wouldn't get so many samey statements like "Thank you for your email. We understand your concern."
The Fair Use Policy part of the contract contains no substance. For a contract to be legally binding any clause in a contract must have visible conditions and outcomes. The way it is worded is far too vague to ever stand up in court. Furthermore, in restricting your bandwith without warning, 24 hours a day, which was not mentioned in the letter or further communication, they have broken their side of the contract which allows you to exit without penalty. Simply cancel your direct debit as soon as you have a date for a connection with a new ISP and you will be fine..
Says this in the email that i got with my MAC code
Quote:
- If you're moving before your minimum contract period has ended, you'll
still need to pay us for the remainder of your contract.
I'm convinced that it's not a human that answers emails.
I reckon software scans incoming messages for key words then selects a response from a Knowledge Base and forms a reply email.
That's why we see standard responses that appear to have been taken from a script. Otherwise we wouldn't get so many samey statements like "Thank you for your email. We understand your concern."
No they're human responses alright, they just skim read the email, pickup specific words that stand out and send out standard pre-made responses (with a little personalisation at times) in order to save time. You'll get a proper thought out response or edit if something is spotted to need one.
No they're human responses alright, they just skim read the email, pickup specific words that stand out and send out standard pre-made responses (with a little personalisation at times) in order to save time. You'll get a proper thought out response or edit if something is spotted to need one.
I'll be convinced if I meet one of these humans in Sainsburys at the week-end.
The fact that you confirm the messages are "skim read" for specific words and standard responses sent out indicates software could be involved.
It's costly enough to employ people to answer phones but when you don't necessarily need to employ them to answer emails........????????
I'll be convinced if I meet one of these humans in Sainsburys at the week-end.
So when are you going for your nice weekend away to india?
Quote:
The fact that you confirm the messages are "skim read" for specific words and standard responses sent out indicates software could be involved.
AFAIK there's no automated email software, all emails (to the right addresses) are dealt with by a person but they can then send out generic replies in order to save time.
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lol
lets see what my usage is going to be this month!!!
