Just to warn anyone, if you have just signed up with Orange, take my advice and LEAVE THEM ASAP. This company has no idea about customer service whatsoever, I have been with them for a year, but since last November my connection was having problems.
It was inconsistent at first, just every now and then, but since 12th Feb, when I officially first reported it to them, every night my connection has been extremely unstable. Every night since then I have been ringing them, about 10 times I have been told people will call back, I have even waited in some nights for their phone call when it was promised but they dont call back most of the time. Even though I have informed them over half a dozen times that I work in the daytime and to call back in the evening, when they do call back, its always in the day. Example : last night they were due to call me back but they didnt call at all, they ring in the day today when im at work, my gf takes phonecall and tells them to ring back at 6.15pm when im home, they say ok, then proceed to ring back at 4.15pm and leave a message on my answer machine for me to ring them, on the line they charge you for! I had speeds down to 18kbps at one point...and they call that broadband!!! (My contract is for an "up to 8meg" line, the phone line can handle up to 6.5meg, which is what Im told I should be having). I have recorded my results on the speedtest website, I have changed router to try that, I have switch filter, cables, etc to rule everything out, I have spoken to a team leader, I have spoken to the Escalations department, but still, no-one seems to sort anything out.
If you want some idea of how unstable you can expect your line to get, my connection to a server on a game used to be 60 ping, with packetloss of 0-5. Now I consistantly get 130ping, with up 70 packetloss, making it unusable. They now have told me I have to pay a cancellation fee if I want to leave or they have 30 days in which to fix the problem. Roll on the 30th day, so that I can leave them without charge. I have now written a letter of complaint which is being posted tomorrow, recorded delivery of course, and will also be sending copies to Watchdog, X-Ray, etc
TAKE MY ADVICE, ANYONE NEW TO Orange, LEAVE THEM NOW BEFORE THEY TREAT YOU LIKE THEY DID ME!
Last edited by Packet Loss on Fri Mar 13, 2009 8:44 pm; edited 1 time in total
I guess these are the stats you need to tell from. I think if they tried to turn interleave off, I would probably end up with an even worse connection, as the line is not stable at all. Here is an example of the speed I get, taken tonight :
Yes....partly....has the Livebox stopped showing Upstream data ?
The attainable looks wrong as you are on bog standard LLU ADSL (G.DMT)
Noise Margin looks a bit too high but that's probably why Interleave is on.
Being that close to your local exchange...do you know how far it is ?...I'd expect a decent speed if the line problems are sorted.
Plug the router into the main BT linebox, preferably into the test socket behind the removable lower section of the faceplate....assuming you have a NTE5 linebox.
The livebox is plugged direct into the only phone point we have in the house, the exchange is about 400 metres phone my house, for the upstream :
Downstream Upstream
Rate (kbps) 7616 448
But I don't think the problem is to do with the livebox, I have already tried using a different router altogether, but still had the same speed problems with that one. Orange have told me that BT have said the line is fine.
Make sure you use a wired connection. With such dramatic changes in latency i'd strongly ensure it isn't a wireless connection problem with random spiking.
Also interleaving doesn't play much if any part of LLU, only really applies to IPStream as interleaving cannot be switched off on Orange LLU and only adds about 20ms ping and roughly loses you 700kbps so it is irrelevant to your problem.
It is already wired not wireless, so I know thats not the problem. After coming home late last night after being out, my connection was perfect. Was getting smooth connection and pings of 36 on some servers. Although that was about 2am...
So I guess Orange are fine if you only use your internet from midnight to 9am ... great...hmm, I wonder if I will stay with them after my contract runs out .. gonna be a tough choice. I have already requested my MAC code and im seriously considering paying the cancellation fee just to get from Orange, it has been that bad.
Quote:
Borednow Posted: Fri Feb 27, 2009 12:29 am
Joined: 13 Aug 2007
Posts: 923
OK I can now see you're on Ipstream Max not Orange LLU.
To see how bad it actually gets in game, if people know anything about gaming, they will understand how hard it is to play a fast paced fps with this sort of connection :
Slow speeds don't tend to exist on Orange's LLU service unless it is a fault with the line or the equipment. If you are on IPStream then you are either being IP Profiled (BT have found the connection to be unstable and are trying to find a new MSR / FTR) or it is congestion.
I would be more inclined to say it is a fault with the result of 77kbps you got (providing it isn't the router, filter, RJ11 or RJ45 at fault) as generally speaking BT's lowest IP profile is 135kbps on IPStream.
Whatever the problem it is up to Orange to fix it as your ISP, just don't be too hasty with running to a new provider, especially if the issue is line related or congestion on an IPStream network as you'll likely get the same problem unless the new provider has LLU.
But if it is a problem with a line, why does it run perfectly at 3am, i.e. off peak when no-one is using it? It could be that too many people are "abusing" their fair usage policy in the area, constantly downloading at peak times, but I know I don't overuse it, yet Im being the one getting penalised by Orange.
If congestion is the problem, then thats Orange fault yet I pay the price.
Only 13 more days to go!
(Thankyou to people answering for your input though, I know you are only trying to help )
Hi there, I work for Orange and might be able to help.
Please send an email to customer.services@orange.co.uk, including your personal contact details and username from this site, and I will give you a call to discuss.
In order that your email is forwarded to me quickly, please add "Jonathan Orange Response" in the subject field and also in the first line of your mail.
Hi there, I work for Orange and might be able to help.
Please send an email to customer.services@orange.co.uk, including your personal contact details and username from this site, and I will give you a call to discuss.
In order that your email is forwarded to me quickly, please add "Jonathan Orange Response" in the subject field and also in the first line of your mail.
Kind regards,
Jonathan
Orange Response Team
I have already sent a formal letter direct to Orange Customer Services requesting my MAC code, they are obviously not going to get the problem sorted, and to be honest, I don't really want to have to stick with a company that offers this sort of service. There are plenty of other ISP providers out there that would look after their customers a lot better.It has got to the point where I actually hope they don't fix it, so that I can leave. The speed is still a problem but I am more inclined to leave because of the actual customer service I have been given.I am fed up with having to chase them up all the time,I am the one that is the customer and paying for it but they make you feel as if they are paying you!!
Clock is ticking, only 12 more days to go till I can get away
Would you believe? Nearly two weeks later I get a reply from Orange.
They are now lieing on paper, saying they tried to ring on Thu 5th March and Fri 6th March. My girlfriend was home all day on Thu, I was home Thu evening and Friday evening. There were no missed calls and no messages left. Also on Sun night when I rang, I was told I was GUARANTEED a phonecall back from their technical department within 48hrs, between the hours of 6.30pm to 7.30pm. In the letter it also refers to it, saying "I can see from your account that you've contacted our customer care department, who've arranged a technical call back for you, which you should be receiving shortly.". So this is now stated in writing, but yet they still do not call back when they are meant to.
ONLY 2 MORE DAYS OF THIS HELL TO CONTINUE!!! Sky IM COMING
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum
)
