Last year as a legacy wanadoo customer i looked around at changing ISP, regretably i let Orange talk me into a home max package, (was 2mb).
Since then with NO speed increase i've complained and been told, all sorts of nonesense as to the reason for this the last being my line will only support 2mb connection.
So i've done some research
1st i'm only 120m as the crow flies from the exchange which is enabled for upto 8mb
2nd theres no llu in the exchange yet so i guess Orange is buying the connection from BT wholesale
3rd Orange say my connection is not capped.
the livebox testinfo stats are
ADSL_NOISE_MARGIN=29.8
ADSL_ATTENUATION=5.0
ADSL_ATTAINABLE=10048
ADSL_DOWNSTREAM=2272
ADSL_UPSTREAM=288
ADSL_NOISE_MARGIN_UP=26.0
ADSL_ATTENUATION_UP=2.5
So where do i go now, a formal complaint to as many as i can, end contract?? as no "upgrade"
Do my stats confirm as i believe that my line is capable of very high speed and Orange are keeping me on the legacy 2mb connection to save money
I'm open to any suggestions as too how to get Orange to provide the paid for service or how to get out of the contract as the service garbage often down right lies
Ideally your line length should be below 3.5km from the exchange to get a fixed rate 2Mb connection and 6km for a 1Mb connection.*
Some older adsl connections may still be on a fixed rate line, or there some instances where long lines which have large SNR fluctuations don't perform too well on the "up to 8Mb" type accounts and can be moved back to a Fixed Rate Line.
Attenuation <= 42 dB
Fixed Rate Line 2 Mbps
Sync Down 2272
Sync Up 288
Equivalent
Max - Capped Rate Profile 2000
If you already have adsl enabled you may be able to add an extra couple of dB on those figures e.g. 44 dB would be the limit for a fixed 2Mb line. However, since Aug 2005 BT have adhered to the rules more strictly due to a large number of failed 2Mb upgrades that had to be regraded back down to 1Mb.
There is a supposed "soft cap" for adsl of about 70dB, but BTw will try connect anything up to 75dB attenuation.
*The new reach limits came into effect on the 6th of September 2004. Prior to this date the limits were 6km for a rate adaptive product (512k) and 3km for a fixed product (1 & 2Mb).
Run www.speedtester.BT.com and if your IP Profile is 2000 then that would confirm.
orange replied with:-
"your current speed is 2Meg, this is the fastest speed it can support."
strangely conforting to finally be told in print, NOW at 120m from the exchange and BT tell me i can get 8mb, from the stats i'm guessing that better than 2mb should be a given, correct or not ?
Support told me to escalate this tomorrow when they're open
Looking at your stats your router sync is 10M! The down and upsteram numbers of 2272 & 288 look suspiciously capped to me.
Finally they've admitted that there hasn't actually been an upgrade, and i WAS on a fixed 2meg connection, and this is despite two earlier complaints that i wasn't getting upto 8meg, just got the emails stating my line can only support 2meg max.
Now lets see how they deal with this one after over 12 months, it'd better be GOOD!!!
As your router showed a sync of 10048kbps it may be one of the 21CN/WBC exchanges which has been enabled and can now deliver ADSL2+.
With an attenuation of 5dB you can see better than 8Mb but you would probably need to change ISP because I don't think Orange buy in BT's ADSL2+
Yea the exchange is adsl2+ enable since 2006, i checked and BT confirmed, all my neighbours get 6mb MIN connections at peak times and the max during non peak times.
STILL waiting for any signs of an upgrade, starting to get suspicious now
PS am i right in thinking i can now terminate the contract as my line was never upgraded to UPTO 8meg
OOh look my line DOES support more than 2 meg...YEA , more than 12 months late gonna let the contract run its course and look for another provider in the meantime, top prioity is one that knows what its doing
Use the samknows site to identify if any LLU ISPs are enabled in your local exchange because if o2 (now Sky)/Be are there then with your attenuation of 5dB you should get a download speed of around 20 - 23Mb on their top ADSL2+ package.
Use the samknows site to identify if any LLU ISPs are enabled in your local exchange because if <a href="http://buy-broadband.at/theside?CTY=1&CID=7793" target="o2 (now Sky)">o2 (now Sky)</a>/Be are there then with your attenuation of 5dB you should get a download speed of around 20 - 23Mb on their top ADSL2+ package.
No llu's in the exchange as yet, and although connected at 8meg, download speed is still less than 2 meg, but thats expected until its had time to settle, i expect 3 days with the line quality but Orange say 10 days, time will tell, once i had info from this site and stats from various routers they finally admitted what i suspected for a long time.
To be fair, once i'd pointed out the obvious and managed to get past the "helpline" staff they have sorted out the problem relatively quickly but i should never have had to go to such lengths in the 1st place.
I only have a few more months before the 18 month contract ends and although the actual connection has been solid i can't help feeling that at the 1st opportunity i'm going to be shafted in some way as payback for catching them out, and i'm sure anyone less tech savvy would have been fobbed off at the 1st "that is the max your line will support".
Certainly not the kind of company that i want taking my hard earned cash.
In hindsight i should have gone with my instints months ago and changed provider.
To sign off i'd like to thank all those who replied and those who replied to similar threads where i gleaned much usefull information that ended up so usefull in my repeated discussions with the "TECH <cough> SUPPORT"
Hopefully i will not raising a new thread where i suspect i get a 2 meg cap 3 days into finally getting my upgrade, fingers crossed.
Keep the router switched on and left alone....don't be tempted to re-sync.
The BT DSLAM will be working on the connection over the next 10 days then you should reach the maximum download.
You can keep an eye on how it's going by using www.speedtester.BT.com which will show the sync, the IP Profile and actual throughput speed. If you run this once a day you'll see the connection improving.
Keep the router switched on and left alone....don't be tempted to re-sync.
The BT DSLAM will be working on the connection over the next 10 days then you should reach the maximum download.
You can keep an eye on how it's going by using www.speedtester.BT.com which will show the sync, the IP Profile and actual throughput speed. If you run this once a day you'll see the connection improving.
Three days testing later, Three days of the same result:-
Your DSL connection rate: 8128 kbps(DOWN-STREAM), 448 kbps(UP-STREAM)
IP profile for your line is - 2000 kbps
Actual IP throughput achieved during the test was - 1824 kbps
still a few days to go.....
DAY 4
Your DSL connection rate: 8128 kbps(DOWN-STREAM), 448 kbps(UP-STREAM)
IP profile for your line is - 2000 kbps
Actual IP throughput achieved during the test was - 1836 kbps
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