orange say I should be getting 7.5 meg(also my router stats support this)
started 10 days ago on 6 meg(I can cope with this)
then went to 3.4 meg(starting to get a little wooried now)
then dropped to 1.7 meg (wtf is happening)
and now im on 0.8 meg(bags are packed and ready to leave)
I spotted malware on my router which goes by the name of SMURF which is a ddos (denial of service) malware/trojan or whatever its classed as.
I have sent Orange 3 emails, 2 of which is telling me to wait 14-28 days for line to settle(what a fob off!) the 3rd email im still waiting for reply on.
I spoke to a girl at technical support today,and omg what a frustrating 20 minutes on the phone that was!, a complete shambles!. I was actually teaching her about the smurf attack and how it had shown up on my router log,but all she was trying to do is turn on/off my router!!omg can you believe it?I was told to phone Orange as they could block the ip's that had been trying to ping off my internet.when I explained this to her,I might aswell been speaking alien to her....shambles!
also,,,,when she started on the phone,she worked it out,and told me that I should be averaging 7.5meg, then halfway through conversation she said that my line could only take 3 meg(where the hell did she pluck this from!!!!)to which I then said so why I am currently getting 0.8meg.she didnt know.but told me to wait 14-28 days to see if it resolves itself!!!I have never ever ever . spoken to someone in tech support for any company,that knew so little,and told so many blatant lies!she then put me onto the supervisor(apparently!) and he wasted another 10 minutes slowly guiding me through turning the router off then on..and then having the audacity to ask,,"is it fixed" WTF!!! did you really think I wouldnt have tried this ?. my final email is basicly stating if this isnt sorted out asap,I want my MAC code,as I feel like Orange are just stringing me along here,and avoiding giving me what I should be getting which is a big shame as I was more than happy with the 6 meg speeds for the first 2 days.no disconnections or problems at all.
does anyone know of a tech support number thats any good? or is this basically as good as it gets? 30 mins on a phone(at a cost aswell)to get no support at all.
I cannott be bothered to to mess about with an isp change,but Im certainly not putting up with this crap.
a very angry and utterly disgusted customer!
Pete
No idea about the Smurf stuff but the rest is very familiar. BTW I've just googled "smurf attack" and got numerous results that might help you there.
Look at a couple of the other recent/ongoing threads here & you'll see a very familiar picture.
The support group is by and large useless. The Dynamic Line Management (DLM) which establishes your Maximum Stable Rate (MSR) took 5 weeks for me with most of that at 1meg rather than the 10meg I was supposed to be getting - it's now stabilised at 12meg btw. You'll see in the other threads that they're still waiting for it to up the line rates.
You can just be patient , contact Customer Care - in writing - or get your MAC code. The latter depends on what other options there are at your exchange.
Hi tinytim, many thanks for the reply.so do you think it coud be Orange still tinkering around with the line then?if so I dont mind waiting around.he problem is,when some girl from india is telling me it will be 14-28 days ,I just find it hard to believe I feel as though im being strung along.also the fact she started at the beginning by telling me I should be getting 7.5meg,and then half way through she said 3 meg would be the stable speed,even though for the first 2 days with Orange I was using 6meg with no issues at all.I have got a lot more options isp wise at my local exchange.obviously I dont want to go down this route.I have gone from being as happy as larry for the first 2 days,to fed up and want to leave within 2 weeks.I just dont know what to do,I really have had enough with 0.8 meg!.
lol,,,the lady at tech support says I will see a "significant" increase from day 14 (which will be tommorow)but im not going to hold my breath waiting lol.
Joined: 13 Nov 2009Posts: 408Location: South East Essex
blade8t1 wrote:
lol,,,the lady at tech support says I will see a "significant" increase from day 14 (which will be tommorow)but im not going to hold my breath waiting lol.
I've been on 0.8meg for longer than I care to remember!!
I've been told this in order, over my 6 weeks of slow speeds.
(1) You will see significant speed increases in the next 2 days.
(2) Oh tomorrow you will see your speed increase.
(3) Yes by Sat, your speeds will be around 10 - 12 meg.
(4) Leave your router on and within 2 days, speeds will have increased.
(5) Give it 3 days and your speed will be fine.
(6) Within a week you will be on 12 meg
(7) Could take as long as 15 days.
( 15 - 20 days you should see something happening
(9) Within 28 days
(10) We cannot tell you when your speeds will increase!
(11) This time next week we will be millionaires!!!
(11) is a joke of course but more likely than the other 10!
well i for one will not be waiting around to hear th full list lol...if I see no increse by monday,then Im getting my MAC,and im off,,,,weeeeeeeeeeeeeeeeeee
Just phoned Orange for MAC code and was greated by an english voice(well geordie,,but hey it wasnt indian lol) after some umming and ahhing and asking me to wait for another 4 weeks to see an improvement,she finally processed my request.oh, and she was trying to strike the fear of god into me by saying, "If you use the MAC code within the next 30 days, you will incur the cancellation fee of over £200!"
what was she expecting me to say? errrr,,ok then ill put up with 0.8meg on an upto 20 service for another month,just to make you happy.im done with Orange,unless by miracle my line jumps up ten fold by the time my MAC has arrived im gone.
oh and another funny thing that happend. literally a minute after getting off the phone,the phone rang,,and guess who? yep you guessed it,,Orange.
it was a "welcome to Orange call" just to see how things are going(geordie lass again).
do we think this was pure coincidence? lol.
Your case is slightly different. Orange have been given 30 days to correct the problems on your line and have failed to do so.
@blade8t1
If by the 9 February (or whenever 30 days expires) your connection is still the same and you have a record of calls to CS/TS then you have a case for breach of contract and a charge-free cancellation.
Sorry I was assuming that the line would not be fixed in 30 days! A correct assumption? Who knows but who would take a bet that the line would be fixed in 30 days?
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15 - 20 days you should see something happening
