Joined: 13 Nov 2009Posts: 408Location: South East Essex
Just posted this elsewhere then realised this might be the better place.
I switched to Orange Home Select on 23/11/2009. Initially I had no connection because of username/password problems. That took 8 days to resolve.
During that time my ADSL line speed dropped from 10meg to 6meg without me having any internet.
Since then my line speed has dropped firstly to 4meg and now to 2meg. I know that previously I could connect at 8meg with o2 (now Sky) on ADSL max so there's nothing wrong with my line as such.
Getting to talk to someone in support that can actually help is proving impossible as all I get is that my line can support 10meg and the line tests are OK. I've just been able to talk to a level 2 support person for the first time but that got me no further.
How can I escalate the problem without talking to someone out in India?
I've also written to the Customer Care Manager but received no response so far.
I'm sure that once I can resolve this problem I'll be a fairly happy Orange customer but that doesn't look like happening too soon.
Joined: 09 Dec 2009Posts: 3Location: Northamptonshire
Hi tinytim,
I have the same problem with you however speeds are affected more! trust this to happen to a photographer. . I need a lot of speed, anywho I ordered 20mb broadband the day I ordered my iphone on Orange! My line, according to many sources are capable of 4.5mb, 5mb average! Orange seems to think my line is only capable of 1.5mb.
I find it ironic as my previous package with Orange was 2mb unlimited and achieved adsl speed of 1,800kbs, I was on that package for two years. Now I'm getting 1.5mb, I requested for a regrade but they are not doing anything about it, they're just sending out line tests.
I find line tests are useless as they are only used to determine weather adsl connection is live or faulty.
Please help us!
Thanks,
Derek
_________________ Distance to a friend is never far away!
Joined: 09 Dec 2009Posts: 3Location: Northamptonshire
Hi tinytim,
I have the same problem with you however speeds are affected more! trust this to happen to a photographer. . I need a lot of speed, anywho I ordered 20mb broadband the day I ordered my iphone on Orange! My line, according to many sources are capable of 4.5mb, 5mb average! Orange seems to think my line is only capable of 1.5mb.
I find it ironic as my previous package with Orange was 2mb unlimited and achieved adsl speed of 1,800kbs, I was on that package for two years. Now I'm getting 1.5mb, I requested for a regrade but they are not doing anything about it, they're just sending out line tests.
I find line tests are useless as they are only used to determine weather adsl connection is live or faulty.
Please help us!
Thanks,
Derek
_________________ Distance to a friend is never far away!
I work for Orange and would like to get this investigated further for you.
If you can email your landline numbers/broadband account numbers and best contact numbers to customer.services@orange.co.uk, I'll give you a ring to discuss.
So I can pick up your mails quickly, please add 'Jonathan Orange Response' in the first line.
Joined: 13 Nov 2009Posts: 408Location: South East Essex
Thanks Jonathon
I've been in touch with a UK based person & I think there is now some positive action being taken so I'll not take up your offer right now. However, should things not progress then I'll certainly email.
I have a similar problem, switched to Home select on 11/11/09, very big mistake! Had about 2 years of consistent 2.5 to 3meg, now 0.85meg and told that 'Dynamic line management' has fixed my max speed at 1meg (seems more static than dynamic as the speedtest result hasn't varied for 4 weeks now). This after 5 weeks of hell talking to the Orange technical team - different cause after each repeated conversation with them, several line tests, speedtest recordings every 3 hours for a day, engineer visit and a new land line installed, complete with trench in garden and floorboards up in kitchen!
I didn't expect to get 20meg, but I never thought I'd have all this aggravation and be worse off. I wish I'd been out when they called with offer of the 'upgrade'.
Joined: 13 Nov 2009Posts: 408Location: South East Essex
As so far I've had very poor service from Orange & nowhere near the 10Mb connection that I should get I'm seriously considering getting my MAC key after less than 1 month with them. I can't see that they can hold me to an 18 month contract & if they try then I'll contact the ISPA anyway.
Now my connection has dropped to 1meg , very soon my upload speed will be higher than my download speed.
Having the exact same problem as you guys. My Orange broadband was activated a week ago on the home select package, the line checker on their website told me 9 mb connection, I then rang Orange and was told fantastic news we can connect you at 9 mb on LLU in your area. Having previously olny being on 6 mb and for a bit cheaper, thought it was a fantastic deal. Got my MAC code and was activated a week ago now since then......Have 2 email adress's for my account details[not sure which one to use]. Have been on the phone for 45 mins correcting my bank details as not even my name was spelt correctly. Was activated early with no warning, and have not connected above 1.5 mb. Now I know they say give it 10 days for line to stablise but 8th day and heres my connection, hxxp://www.speedtest.net/result/655209070.png ,thats from my main BT socket and taken at midday. Made several calls to Orange now which do add up on a phone bill. I dont see how Orange can get away with this terrible service, is it ok for me to keep my end of contract and pay them for a service i agreed to yet do not recieve the service from them,im sure if i didnt pay my monthly fee i would soon hear from them .
WELCOME TO Orange
I truly suspect this is a wider issue. The service touted to me is actually impossible to get through my exchange [I find out now] and I too am now worse off than what I originally obtained (reduced by a factor of 5 down to 0.8meg). SO
Either someone in Orange is mismanaging transfers.
or
Someone in Orange is incompetent in completing transfer data management
or
it's a dishonest marketing ploy to reduce overall bandwidth?? "after all you were getting up to 8 meg, you are now getting up to 20meg" What you actually get ie 0.8 is within these criteria so what's the problem !! ?
Look at OFCOM code of practice and Orange's terms and conditions.
Contacting India appears to be a total waste of time - I don't think I've spoken to a telecoms engineer yet; none have convinced me they know what they are talking about. Repeating line tests is laughable; and call backs rarely if ever happen.
Joined: 13 Nov 2009Posts: 408Location: South East Essex
vlad wrote:
Either someone in Orange is mismanaging transfers.
or
Someone in Orange is incompetent in completing transfer data management
or
it's a dishonest marketing ploy to reduce overall bandwidth?? "after all you were getting up to 8 meg, you are now getting up to 20meg" What you actually get ie 0.8 is within these criteria so what's the problem !! ?
Contacting India appears to be a total waste of time - I don't think I've spoken to a telecoms engineer yet; none have convinced me they know what they are talking about. Repeating line tests is laughable; and call backs rarely if ever happen.
Personally I see it as a technical competence issue rather than a mis-selling/dishonesty issue.
Contacting India doesn't appear to be a total waste of time , it IS a total waste of time and getting to talk to anyone who can actually help is virtually impossible.
Just spoke to someone in Fault management team. In UK & in my native tongue!
He could actually see what had happened, the time and date my Digital speed management had fallen from 12 to 9 to 5 to 1 meg. Confirmed it happened the day after I was moved over to digital speed management ie on the 20 meg service. He was a breath of fresh air and said he would now get in touch with supplier BTw to sort it out.
I'm also having a similar problem. After coming back from Uni, I was told that Orange had phoned and adjusted our account to save some money, but still keeping the "up to 20meg" connection. Before I left, our connection was about 5/6mb, which was fine, and pretty much the maximum the line could take. Now, after this change, I'm getting speeds of less than 1mb. It's been more than 10 days, so it should have "settled" by now, so why is this happening?
Just joined this forum and found that a lot of people are having the same problems as myself.
Having been with wanadoo/orange for 5 years without many problems, i decided to upgrade to 20meg, big mistake!
Previous average speed of about 4meg, now 0.89meg.
During the 10 day stablising period i lost my connection for 3days.
Called customer service,after 20min wait was told there must be a problem with my router, informed them router was working fine and was told that engineers would check the line and text me within 48hrs, NO TEXT.
When connection came back on, speed was reduced.
Called customer service again and informed them that my speed was greatly reduced and could not be a line problem as previous speed was ok, told engineers would check line again and contact me within 48hrs, guess what? No contact!
Called again, again and again to try and get this sorted but no joy!
Whats the point of calling customer services when all they do is put you through to somewhere in India who just keep giving you the same old lines!
E-mailed customer services and was given an automated reply saying would be in contact within 5 days, well Orange, still waiting nearly 2 weeks later.
Do Orange not know what the term CUSTOMER is! or are they trying to drive us all away?
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. I need a lot of speed, anywho I ordered 20mb broadband the day I ordered my iphone on 
.
