My download speed has been around 20 kbytes/s for the last 3 months. Therefore I want to cancel my 8Mbit contract with Orange. The problem is that I am on an 18 month contract, and I have been with them for only 6 months.
Can I cancel this contract without paying charges since they do not provide the service I am paying for?
Thanks for your help
p.s. here is what the system info of the livebox shows me:
ADSL firmware version : A2pBT009c1.d17d
Connection mode : G.DMT
Type : Interleave
Noise margin (dB) : 15.1
Attenuation (dB) : 53.0
Attainable download rate (kbps) : 512
downstream: 416; upstream: 448
Usually only when you've given them sufficent time and chance to correct the issue. 30 days where you've followed requested advice etc is the usual one.
However those line stats show the connection has been limited down by the system for some reason, usually because it's detected a problem of some kind, though that may have since gone away.
Your noise margin is on the maximum targetted level and is probably the cause of the low speed at the moment, if things are stable then it should correct that after 2 weeks.
The downstream of 416 is below the limit for a 1/2 meg connection so it's likely the profile is set at 250kbps leading to the very low speeds you're actually getting at the moment.
Just when I was starting to reply to you my connection crashed and after a while I got this status :
ADSL firmware version : A2pBT009c1.d17d
Connection mode :
Type :
Noise margin (dB) :
Attenuation (dB) :
Attainable download rate (kbps) :
ADSL status : Link Down [1]
The only thing to do when I have this is to unplug the power of the livebox and replug it back. Do you think that this may be at the origin of the problems you are mentionning?
Note that the customers service suggested that I reset my livebox to factory settings. It didn't help.
Now I checked the livebox status and this is what I get:
ADSL firmware version : A2pBT009c1.d17d
Connection mode : G.DMT
Type : Interleave
Noise margin (dB) : 14.7
Attenuation (dB) : 51.0
Attainable download rate (kbps) : 1536
ADSL status : Connected [0]
Downstream Upstream
Rate (kbps) 1376 448
it looks better than earlier when I posted the first message but in practice, there is no difference :
a speed test (http://www.mybroadbandspeed.co.uk/) shows that my download rate is 131 kb/s and my upload is 374.
Until now I haven't called the customer's service but only used the online system. Next week I will start the telephone procedure. But I know a bit better my rights now thanks to you and if in one month this issue is not solved, then I will request the cancellation of my contract.
It's important to remind Orange that regardless of any amount owed to them or contract remaining they have to give you a MAC code by law, within 5 days of requesting it.
When I left Idnet, my last ISP, I requested a MAC by phone and it was emailed to me within 5 minutes.
So any rubbish about it taking hours or days is more of their verbal bull.
With this MAC code you can then go to whichever ISP you choose.
The remaining balance for the contract is separate to the MAC code and so the two are not connected.
They do need reminding as they will try despeartely to lock you into another contract.
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