I have had a problem nigh on a month now where i am on a homemax contract with Orange on 8mb broadband and the 2nd line etc... during the past month,each day since the 6th of Jan i have been on the phone to Orange indian technical support as i cannot receive speeds of 2mb or higher!! prior to this i was getting 6.0mb and nothing on my end has changed.
These are the things i have to point out.
1.Orange have said on 2 occasions that they are only supplying me 6.5 meg from their end when on my account and other websites show im capable of receiving 7mb. Surely this is falsely advertising the 8mb package?
2.The indian technical support team are consistantly saying that my line is only capable of receiving 2mb. If this is true how comes i have had speeds of up to 6mb?.
3. I have had at least 7 line tests carried out all come back ok,then tech support say no actually there is a problem, and come back to me and say its ok?. How can this be ok if im only getting 2mb?
4.They apparently have regraded my line 3 times,followed their instructions and nothing has changed!!
5.BT line tester doesnt work it keeps coming back with an error!!! i have to use speedtest.net.
6.I have been put through to uk tech support and iv heard nothing after i was told to wait 24 hours,after 24 hours nothing had changed.
I have tried so many things my end, wired connection,using different computers etc..
This is now beyond a joke, from a service that was once quite good to something that is taking over my life with telephone calls every night to a company that cant seem to get their facts straight. Every person is telling me different things!!!
Another thing is a sales person who i spoke to had the cheek to try and sell me the 24mb broadband package!!! why would i do this? are people really this stupid?
If someone here can help it would be much appreciated as when it comes to the 6th my home broadband,2nd line and my mobile phone will be cancelled. I was looking to get an upgrade to iphone 3gs but am seriously considering going with o2 (now Sky) in spite of this.
Here is my stats if this helps anyone:
ADSL
Values
Description
Thomson Livebox 2 Mini uk v7.1-h323
Manufacturer
Thomson
SerialNumber
0808GH8K58912CP
HardwareVersion
T-E.1.0
SoftwareVersion
6.3.9.6
DestinationAddress
PVC: 0/38
ModulationType
ADSL_2plus
ATMEncapsulation
VCMUX
ModemFirmwareVersion
bcm96358_ADSL_PHY_A2pBT009c1.d17d
Status
Up
LinkStatus
Up
LinkType
PPPoA
DataPath
Fast
UpstreamAttenuation
237
DownstreamAttenuation
410
UpstreamNoiseMargin
276
DownstreamNoiseMargin
101
UpstreamMaxRate
945000
DownstreamMaxRate
2774
UpstreamCurrRate
285
DownstreamCurrRate
2270
UpstreamPower
122
DownstreamPower
156
UpTime
11941
Stats.Total.
Values
LinkRetrain
0
FECErrors
40950684
ATUCFECErrors
51
HECErrors
2
ATUCHECErrors
16
CRCErrors
2
ATUCCRCErrors
0
If anyone can help this would be great as i have sent emails to the executive office and this is still not going anywhere.
Joined: 13 Nov 2009Posts: 408Location: South East Essex
This seems to be a very typical situation as you'd see in the 20Mb sub-forum.
From what we can gather it's all down to 0range's Dynamic Line Management (DLM) which determines the maximum stable speed your line can support.
In my case I waited about a month after being connected before this kicked in & upped my speed from 1meg to 10meg. For others the wait has been longer. It seems there's nothing that 0range can do to force start DLM.
It's pointless and very frustrating talking to Tech Support, especially those in India as they've just a script to read through and mostly won't/can't deviate from that.
Have you just switched to the Home Max product and started to get speed problems since then because it's a totally different thing to their normal 8meg product which used BT wholesale.
If the o2 (now Sky) product you're considering is their Access broadband package you're best not to bother. If it's their LLU product then go for it. Or were you just refer to O2s iPhone?
BTW it seems it might be best to leave your router on 24/7 for now.
I have always been on this 8mb package. In fact the speed issue and the 2nd line both had problems at around the same time. The 2nd line issue has been resolved, its this broadband they keep trying to fob me off saying the max my line will take is 2mb. Its only when i really start to kick up a fuss and say oh actually your right, they then try something else and when i call back the next day i get the same story and the process starts all over again with me making a fuss.
This is really frustrating even the uk call centre hasnt called me back as promised and esculations team know more about the technical side than the indian technical department?!!
Im just sick of going around in circles, i know this wont get fixed by the 30 days as this should have been done long ago.
If anyone has any ideas then maybe i can approach escualtions department on it?
Sorry nvm, i dont know when they set me up on adsl2, i didnt know i had that. All i know is my speed wont go above 2mb day/evening or night. Im getting tired of it now as still no-one has called back although they promised they would.
Sorry to read of your problem. I work for Orange and may be able to help.
I would like to arrange for a colleague to contact you to look into this issue, so would be great if you could email me with your landline/account number and best contact number.
If you would like me to help, please contact me via customer.services@orange.co.uk and add 'Jonathan Orange Response' in the first line, so the mail can be picked up quickly.
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum
