I was told quite specifically by the <a href="http://www.maccodes.co.uk" target="MAC">Orange</a> technical - not front line support - that <a href="http://www.maccodes.co.uk" target="MAC">Orange</a> use a profile system namely 1meg , 2meg , 4meg etc.
This may be just a terminology difference and in fact they are referring to "profiles" that do as you say & manipulate the Target SNR.
Correct. It is a manual change of Target SNR rather than an automated one like the BTw bRAS Profile system.
This is why I've said ask for the change because there is no point in waiting because it's not automatic. Of course in your case there's an equipment failure so Orange treated the symptoms rather than curing the problem.
We can see from our systems that our Technical Support team have been
investigating this issue for you and therefore a line test has been
raised and submitted to our engineers. However, the results stated there
was no fault found on the line."
So no raising of the speed at all. Looks like I am stuck on 1Meg.
Going to ring them and see what is going on.
If nothing can be done, asking for my MAC code!
Rang Orange and they say a request has gone through to raise my speed.
However the fact that I was told last Tues and on Sun, that I should see an increase in my speed over the following days and I have not means I am not happy with how Orange are progressing my problems. A whole week has passed and still a low speed.
I have been told that Orange will ring me back later today with where abouts in the system the request is to amend my speed.
I did ask for my Target SNR to be set to 6dB but was told that they will see what happens with the speed request before doing that!
no change in speed today at all AND no phone call from Orange, even though they promised they would phone this afternoon. I will give them another hour....
No phone call yesterday left it all evening to give them every chance. Nothing so had to phone this morning.
Still on 0.8meg speed!!!!
NO HELP WHATSOEVER!!!!
Been told there is nothing they can do until FAULT MANAGEMENT get back.
Cannot speak to fault management, neither can the escalations dept, was told they don't work like that. They cannot chase it up as they are waiting for fault management to get back. How long do I have to wait!?!?!
Fault was rasied 8 days ago, told Orange I have had 0.8Meg speed since the 13th Dec. I was told on Three occasions, speed would improve in the next couple of days. NOTHING!! Line test came back saying my line is fine but nothing else has been done.
So thie FAULT MANAGEMENT team have been told to increase my speed 8 days ago and nothing has been done! However I am on a Orange LLU enabled exchange and I have had conflicting views from Orange and people on here what should be happening.
I have asked for my MAC code and I have been told I will be subject to the 18 months fee. I said I have had the fault since 13th Dec and as far as I am concerned I have not had Orange side of the contract honoured at all!
Supposedly there has to be 30 days of issues with my broadband until they relent. Well I made it 25 days of low broadband speeds so Orange have 5 days left to get my speed back up otherwise I will be leaving with no 18 month contract fee.
Broken promises of saying my speed will be upped 3 times over the last week, NOTHING
3 times I have been told someone will phone back, NOTHING!
Been told that Orange can do no more until fault management team get back, no one will chase things up for me to see what is happening. I cannot even speak to anyone to find out!
I have been told somone will ring me back once Fault Management get back!
I doubt Orange will phone me back at all for the rest of this week and I doubt I will see any improvements to my broadband speed in that time either. And if I am proved right, then a long term Orange customer will be leaving Orange and without any fee whatsoever.
This is all oranges fault! They did this to my broadband, no one else!
They would have been quite happy to ignore the fact that my speed had been reduced to 0.8Meg without telling me!!!
I have had to tell them,
I have had to do all the chasing up,
I have had to wait for non existant return calls,
I have had to phone them up to find out what is happening.
And after all that, I am still no further forward than I was over a week ago!
Yes the email was eloquently put.
Stated what has happened, phone calls made, conversations held, promises made etc. Said I was not happy with the way Orange have responsed to my case and that I would like it put right asap.
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