Been a long time suffering with this but have put it off because i knew what it would be like ringing Orange up.
Basically my router (Zyxel P-662HW-D1) will initially sync up at about 4.5Mbps, after a while this will re-train down to about 3Mbps - this is fine as I know its rate adaptive and my line really can't support upto 4.5Mbps. However, my ping in game (CS:S) has risen up to around 60ms average to UK servers, whereas most other people in the UK get around 20-30ms...
I have not bothered with this and just suffered with it but now would hopefully like to get fixed.
I rang Orange a little while ago and asked to check what profile I was set to at the exchange - they said they didn't know that information and i would need to contact the router manufacturer!!!
I believe my line has quite high interleaving on there (mainly because of the big ping increase) so all I want to do was get the profile dropped to a Fast fixed 3Mbps connection rather than interleaved rate adaption. I rang back and spoke to another person but again they had no idea what i was asking - I said "Can you tell me what profile i am set to at the exchange" and his reply was "You want to know the router settings?"
Has anybody ever got Orange to change your line profile, is there a better number to ring? (i rang the "ahem" 2nd line support number) or anything that might help?
Apart from that - my connection has been rock solid - never had any real problems with them
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
PaulyD wrote:
I rang Orange a little while ago and asked to check what profile I was set to at the exchange - they said they didn't know that information and i would need to contact the router manufacturer!!!
I believe my line has quite high interleaving on there (mainly because of the big ping increase) so all I want to do was get the profile dropped to a Fast fixed 3Mbps connection rather than interleaved rate adaption. I rang back and spoke to another person but again they had no idea what i was asking - I said "Can you tell me what profile i am set to at the exchange" and his reply was "You want to know the router settings?"
Gawd i'm so glad i ain't still with this company, another one of the reasons they are losing customers.
HERE
_________________ ex Freeserve/Wanadoo/Orange Blog
Thanks for the link - have seen a similar story on another website.
To be honest - the connection has been fine for me - doesnt disconnect randomly, stable when its on - only retrains after i reboot my router to get the max download speed but i know that is going to anyway. Once down to 3 meg its stable as anything.
Just want to speak to someone technical there who actually understands what i want to do. Apparently there is no other phone number and no one to escalate this onto (YEAH RIGHT!!!)
Has anyone here had any success in getting there line profile changed - or know of a better number to ring? Might have to email them and hopefully get a response that way..
No, the Indian tech support number are 1st/2nd line support. When I was LLU'd and was crawling at sub dialup speeds I asked to speak to a supervisor, which did get the problem fixed within 3 days, although it meant I was slower than before I was LLU'd - so I suppose that is 3rd line support.
Out of interest, are you still in contract? Do you have good reasons for wanting to stay with Orange and not join the 44,000 who left Orange over the last 3 months
_________________ Ex Orange Customer
Now the future definately is bright
Unfortunately yes... Its not technically my contract but as i'm internet savvy i'm doing this on behalf of my parents - who wont want to change because its hassle, and its only me getting affected
Will try ring them today and speak to a supervisor if possible - just wondered if anyone here has successfully changed their line profile? I know this is possible!
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
PaulyD wrote:
Unfortunately yes... Its not technically my contract but as i'm internet savvy i'm doing this on behalf of my parents - who wont want to change because its hassle, and its only me getting affected
Will try ring them today and speak to a supervisor if possible - just wondered if anyone here has successfully changed their line profile? I know this is possible!
Let them know it isn't a hassle changing ISP's these days.
Unfortunately i doubt wether you will get anywhere with Orange as you experienced earlier support is totally useless most of them havn't got a clue and stick to a script and the premium calls cost a fortune.
They would be quicker changing to a decent ISP with decent free support,
Good luck
_________________ ex Freeserve/Wanadoo/Orange Blog
just wondered if anyone here has successfully changed their line profile? I know this is possible!
I'd be careful they don't say yes they can change the profile, but you have a new 18 month contract
A workmate, who I thought was internet savvy, stuck to his Orange connection despite the regular 10pm disconnects when he was playing WoW, because he didn't think it was worth the hassle, but when I told him about the sudden improvements when I left, then he left too. The reasons he gave the supervisor were the disconnects and the slow ping times and was very to the point. He went for Sky on top of his Sky TV package, which is good value and reliable
It is slightly tricky being not your contract, but if you've got through security (is it the 2nd and 4th letters from your password every time) to call tech support, you should be OK going to a supervisor and getting your MAC code.
Good Luck
_________________ Ex Orange Customer
Now the future definately is bright
If PaulyD has been added to the account as a 3rd party then he would have no problems speaking about the account, however he would not have the authority to regrade, ask for a MAC or cancellation. It would be fraudulent to 'pretend' to be the account holder. The security does not ask for the 2nd and 4th letters everytime.
The IP Profile is the speed at which BT have restricted your connection to, as they believe that this is the fastest speed that you can receive whilst also receiving a stable connection. The IP Profile is the maximum speed that you will be able to get in a speed test.
I very much doubt it would be altered, and if it were possble then the account holder would have to agree that they had been warned that a stable connection would not be guaranteed.
There could be loss of service and synchronisation issues which Orange would not be responsible for, the same would be true if interleaving were turned off, and this would mean if you were in contract and wished to cancel due to connection issues then a cancellation fee would be applied.
However I wish you the best of luck.
_________________ The best & most beautiful things in the world cannot be seen or even touched. They must be felt with the heart. Helen Keller
Thanks for all the replies and useful information.
I admitted that I was not the account holder (though I do know all of the passwords etc for the account) when i spoke to them but even if I was the holder they still didn't have a clue what i was going on about
I'm sure if they did change it as well they certainly wouldn't mention the extension of the contract.
Thanks for the information NewApollo, I fully understand the impact that could happen by changing the profile, including loss of service or failure to even sync - was willing to take a speed drop just to get rid of interleaving as would have been the case.
As its not a huge issue at the moment I think i will leave it be and look into moving over to a different ISP altogether - Will be the best solution in the end.
Every time I rang them (maybe a dozen in total) it was always 2nd and 4th. I always told them the characters just as they were saying "for security, can I have"
_________________ Ex Orange Customer
Now the future definately is bright
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