Have just spent an incredibly frustrating hour with 4 members of Orange support (what support) - 2-3 in India
Jumping through hoops - total waste of time.
I'm on 8mb connection - drifted down to 700k now on a daily basis seems permanent - has been drifting down to this over the last 5 months.
Was up there at 6.5Mb
Not acceptable
Waiting for a response after an hour on the phone - got cut off.
Called Orange in September (and before) to request a resolution to this. Chased this up today still no result. Still checking the line. How long does it take?
Orange said 7-10 days back in September.
Yet I have to chase - get put through to pointless question askers for an hour and then cut off???
Its just a joke.
That I'm paying for.
I requested (before I was surprisingly got cut off) a refund - I'm on 8Mb - I get 0.8Mb - that is 10% of what I pay for. So a refund of 90% over the last 5 months. I'll forget about the previous 12.
I want to make a formal complaint and request a formal response in reasonable time to my original problem of unacceptable speed - but can't find where or to whom.
I just want even half of what I pay for - is that asking to much?
Any ideas anyone? Orange don't want to move on this.
Appalling. (
hi i am in the same boat as yourself. i have a thread on this site as well just to get help with the more technical stuff my topic is http://www.orangeproblems.co.u...php?t=6624
my advise is ask to speak to either a manager or supervisor this will help you speak to someone who can take it to what they call an eculation team, look on my post and there is a guy called johnathan that can help as well.
hope you get your problems sorted.
if your not in contract i would suggest just leaving because myself and my wife have spent over 30 hours of the phone etc in the past month trying to sort out our problem. can you post the info from speedtest.net and your modem (hopefully a livebox. the info should be on the settings page, then into the system information if you post this) thats what the guys on here usually look for.
hi i am in the same boat as yourself. i have a thread on this site as well just to get help with the more technical stuff my topic is http://www.orangeproblems.co.u...php?t=6624
my advise is ask to speak to either a manager or supervisor this will help you speak to someone who can take it to what they call an eculation team, look on my post and there is a guy called johnathan that can help as well.
hope you get your problems sorted.
if your not in contract i would suggest just leaving because myself and my wife have spent over 30 hours of the phone etc in the past month trying to sort out our problem. can you post the info from speedtest.net and your modem (hopefully a livebox. the info should be on the settings page, then into the system information if you post this) thats what the guys on here usually look for.
Hi
Thanks -
I emailed a guy called Jonathan at Orange who's email I found on this site.
The escalation team is coming back to me in the next 48 hours.
quote -I have requested a call back from a specialist team, who take ownership of
customer cases where the customer has had an unacceptable experience. You
should expect to receive the call within 24 to 48 hours.
Lets see.
I will post results back here for all to see.
Whichever, the problem is caused by the switchover to an ADSL2+ service which probably occurred just before you noticed the degradation of the connection.
Not a lot you can do except make yourself a nuisance with Orange.
ok well thats good that they are going to contact you make sure you get the name of the person and if they are any use ask them to call you back this helps with time spent explaining the situation over and over.
can you tell me the make and model of your livebox as your details are different to mine
Whichever, the problem is caused by the switchover to an ADSL2+ service which probably occurred just before you noticed the degradation of the connection.
Not a lot you can do except make yourself a nuisance with <a href="http://www.paccodes.co.uk" target="PAC">Orange</a>.
This is a LLU.
Although previously fluctuation between 1.5Mb and 6Mb now down to a very permanent 800k.
Is this drop (around a month ago--ish) due to the ADSL2+ ??
ok well thats good that they are going to contact you make sure you get the name of the person and if they are any use ask them to call you back this helps with time spent explaining the situation over and over.
can you tell me the make and model of your livebox as your details are different to mine
MASSIVE IMPROVEMENT
6.9MB down and 0.5Mb up
Plugged into the test socket inside the phone plug.
Restarted modem and router.
Also cleared mains wires out of the way of phone wires.
Lastly I shortened the ethernet from modem to router from 4m to 1m
Or was it that Orange fixed the problem their end when I did this ?
Is this drop (around a month ago--ish) due to the ADSL2+ ??
Well I don't think Orange will give you 20Mb on ADSL2+ for the same price as up to 8meg package so they need to restrict the synch/throughput speeds.
Any LLU ISP does this by manipulating the Target SNR which has 3dB steps.
Assuming the default is 6dB which is the norm for most ISPs then I guess your Target SNR is set to 24dB perhaps 27dB.
In general terms, you lose an amount of synch and throughput speed for every 3dB difference in SNRM so in your case if your SNRM was 6dB you would see around 16meg. You can see this by the Attainable Download Rate of 16261kbps.
That's why Orange have capped your ADSL2+ connection.
Is this drop (around a month ago--ish) due to the ADSL2+ ??
Well I don't think <a href="http://www.paccodes.co.uk" target="PAC">Orange</a> will give you 20Mb on ADSL2+ for the same price as up to 8meg package so they need to restrict the synch/throughput speeds.
Any LLU ISP does this by manipulating the Target SNR which has 3dB steps.
Assuming the default is 6dB which is the norm for most ISPs then I guess your Target SNR is set to 24dB perhaps 27dB.
In general terms, you lose an amount of synch and throughput speed for every 3dB difference in SNRM so in your case if your SNRM was 6dB you would see around 16meg. You can see this by the Attainable Download Rate of 16261kbps.
That's why <a href="http://www.paccodes.co.uk" target="PAC">Orange</a> have capped your ADSL2+ connection.
PROBLEM SOLVED. 6.5mb permanently now - up to 7mb
I simply cleared mains, extensions etc leads from any ADSL or phone leads.
Shortened the network cable.
It worked.
Same reading on test socket or phone socket.
Suggest any others with unexplainable slow speeds should just recheck all cables and restart modem first.
It worked for me
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