I guess there are hundreds if not more of Orange customers on low speeds after what can only be called a fiasco! The fault management team cannot get speeds back after lines have fallen to unacceptable speeds. All caused by Orange as well!
At least my complaint is being handled by someone in the executive office. However under the 30 days of slow speeds results in the 18 month contract fee being waived, orange only have a couple of days left to fix my problem.
Vlad here, still have the problem - same as y'all. Kept getting messages from Orange to ring in and then arranged a guarenteed call back for yesterday. However when I rang up to rearrange some gopher in customer care said they would not have rang in 'cos I had a MAC code and process says if a MAC code is given thet's the end of it. This was the last straw and I truly lost my rag with the youth. Got put through to escallation. She said they would do all they could to arrange to get the speed up by rechecking the line capability and getting the DLM forced up throgh 2 depts. As of today no change, sitting here waiting for Escallation team to return a call after waiting 20mins and being asked to call in. I think they plan to get my contract cost through phone charges!!.
Vlad here, still have the problem - same as y'all. Kept getting messages from <a href="http://www.maccodes.co.uk" target="MAC">Orange</a> to ring in and then arranged a guarenteed call back for yesterday. However when I rang up to rearrange some gopher in customer care said they would not have rang in 'cos I had a <a href="http://www.maccodes.co.uk">MAC</a> code and process says if a <a href="http://www.maccodes.co.uk">MAC</a> code is given thet's the end of it. This was the last straw and I truly lost my rag with the youth. Got put through to escallation. She said they would do all they could to arrange to get the speed up by rechecking the line capability and getting the DLM forced up throgh 2 depts. As of today no change, sitting here waiting for Escallation team to return a call after waiting 20mins and being asked to call in. I think they plan to get my contract cost through phone charges!!.
vlad
Never rely on Orange for a call back. They tried that 'trick' with me, but it was always me that ended up ringing them. It was a free phone number so I didn't lose out, but as we all know, their service stinks (as well as their 'promises').
Somone phoned from a Rotherham (?) number and asked if my line speed had improved! LOL!!! Said it was the same as it has been for over 3 weeks!
Before I could ask what was happening, he said bye!
Same 0.8meg speed. On Monday it will be 30 days with slow speeds and according to Orange, I can leave with no cancellation fee.
I get the feeling I will still have 0.8 meg this time next week.
And if I get my MAC code on Monday, I guess it will stay that speed for the next 30 days!
I am on an LLU enabled exchange, can someone confirm that my line is therefore automatically monitored and the best speed should be given to my line without Orange intervening? If that is not the case, can anyone enlighten me to what Orange should be doing to correct my low speeds?
Because as far as I can see, they have done NOTHING to correct my speed!
Seems to be a waste of time complaining to Orange, nothing gets done!!!!!!
Roll on Monday where I will be making my last and final call to Orange to obtain my MAC code. They have had plenty of time to sort this out and in my opinion, it is not good enough!
Joined: 13 Nov 2009Posts: 408Location: South East Essex
It's my understanding that DLM is running all the time and should therefore adjust your speed to the highest stable rate possible without any human involvement.
That said I believe that in extreme circumstances they can intervene and make adjustments.
Your case is exactly the same as mine and it was in the 4th week of slow speeds that the auto adjustment kicked in. The technician I spoke to thought this was not too unusual. Maybe in reality this is the way it works!
BTW I did suggest that some compensation was forthcoming and got another month free. Should have asked for more I guess. For me I'm satisfied with the compensation I've received (2 months free) and whilst 1meg was very low I could do most of what I needed to do.
I was told by 2 different people in escalations that my speed should increase within 1-2 days after phoning. Each time I was promised a call, I did not get one.
When I phoned back, they expressed surprise that my line speed had not changed. Even yesterday the person from Orange thought my line should have improved. The fact is there has been no improvements at all. So Orange are having big problems.
However in the time since I complained, tinytim has had his line improved, so why not mine! If they are going to wait 4 weeks before fixing it, then that is a cop out by Orange. 4 weeks is just not on!
I was told that I should have full speed within 4-5 days, yet here I am after many communications with Orange still stuck on 0.8meg.
If they do somehow fix it within the 30 day period of slow speeds and I hope that this is not some twisted policy by Orange to do so, so the customer has no comback, then I will be asking for at least 3 months worth of compensation. If it is not fixed, then as stated before, I am leaving Orange.
I work to high standards and I expect the same, unfortunately Orange have not met my expectations, low speed from the 13th Dec, several emails and phone calls and yet nothing has been done.
So do you think my line will be back to max speed on Mon 11th? After 30 days worth of slow speed?
Orange have phoned and told me that over the next few days my speed should return to around 8 - 12 meg! I need to keep my router on for this time and I should start to see a speed increase. Will let everyone know....
Sorry to hear about your problems. I was having a similar problem about a year ago (on o2 (now Sky)) and it was very annoying that tech support proved no use despite numerous phone calls.
Have you tried monitoring you broadband connection using a program called RouterStats (easily found on Google). This will show any interference on the line etc. and if and when your connection cuts out. It can be set to run on the background on your computer so you can monitor the line for as long as you like.
What was happening on my line was I'd get a decent sync rate most of the time (about 1Mbit - don't laugh!) but then some regular interference would kick in about the same time every day knocking it down to 160kbits. Even though the router would re-sync very shortly after at the higher rate, because the sync rate dropped to 160kbit my ip profile would never get updated.
Anyway - long story short - I now set my router to switch off when I know the interference is going to happen (when the street lights in Hereford come on!), This means that the sync rate misses the dodgy 160kbit period and my ip profile (or dlm or whatever its called on Orange now) is generally a lot better.
Good luck and hope its all solved soon. Sorry if this has already been suggested.
Yes i have routerstats running in the background now collecting data about my upload/download speeds and noise levels.
I am still on 0.8meg speed despite several calls to and from Orange!
The latest call did say that I should see some improvements in the next 2-3 days but I have heard that before!
I am also very near to the 30 days with problems with my broadband which means, according to Orange, I can request my MAC code and leave without any 18 month contract penalty!
Well I wish I had something positive to post but I am afraid despite being told on Sunday that I should see my speeds improve from Mon onwards, here I am with the good old 0.8meg speed still.
Is DLM something that Orange have to kick start?
I know in order for my line to be put on 10meg DLM needs to be working my line but nothing is happening!
Looks like I will have to get in contact with Orange again!!!!
Joined: 13 Nov 2009Posts: 408Location: South East Essex
I think even I would have run out of patience by now & requested my MAC code.
It really depends what other options you have. Locally on LLU my only other choice was TalkTalk so my option had things not improved was going to be PlusNet. They've some offers on I think.
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