Joined: 13 Nov 2009Posts: 408Location: South East Essex
So many threads say but it doesn't seem to on mine , could be I'm doing something wrong but it can't identify the router. I shall continue investigating , along with re-decorating my bathroom.
It looks like I've joined a growing band of people here ....
For a few years I had the free Home Starter package, 2mbps but wanted to up the speed so on 02/01/10 switched to Home Select 20mb. I left my router on for around 12 days. Orange told me from the start my line would take "upto 8mbps" which i found strange seeing the exchange is around 500 yards from my house ... but anyway i would be happy with 8. So for the last month have been doing regular speedtests. The results have been between 3.5 - 9.9 mbps but the norm is between 6.5-8 mbps.
Then yesterday my SE572 router kept rebooting itself, now my speed, when the connection is there, is no higher than 1.76mbps. On checking my router i find :-
ADSL Line
Status: Cable connected
Line mode: G.992.5 (ADSL2+)
Maximum line rate: 2045 kbps (downstream) / 604 kbps (upstream)
Noise margin: 31 dB (downstream) / 21 dB (upstream)
Line attenuation: 15 dB (downstream) / 6 dB (upstream)
Output power: 22 dBm (downstream) / 12 dBm (upstream)
I've rung Indian only to have my time wasted by they're normal "script reading" staff and going through 30 mins of pointless checks that i explained as i work in IT i had already carried out. They have told me that they will do a line test !
So does it look like I'm also in the spiral of helpless service from Orange like so many other ?
Looks like the DLM has put you on a 2 meg profile. It can get worse, it could put you down on a 1 meg profile, which it will probably do.
Orange have major problems with the DLM, it downgraded my line to 1 meg for 6 weeks, then put it up to 4 meg, then it could not get it any higher due to problems reading data that it had stored about my line.
I guess the same thing has happened to you, the DLM has got itself confused and regraded your line through no fault of yours.
In your email, tell them that the team based in Darlington know all about the DLM problem, ask them to get in touch with the tech team that can manually put in a new profile for you. This should take up to 24 hours, mine was completed more or less within 6 hours.
Orange know how to get the lines back up manually to the correct speed, however what they don't know as yet, is to get the DLM to do its job properly, I was told they are working on it.
Until they get the DLM fixed, more and more people will fall victim to it!
I was an original ppp server down live box user so i was fully aware of what i was about to get myself into in talking to Orange about my new poor speed.
firstly, id just like to say thank you to tinytim and BBK for giving me all the information and ammunition i needed to get in touch with Orange and berate them. (and bored now but his was a bit more sarcastic )
on friday i reported poor speed, around 1.6 meg since then my profile has been capped to 1024kbps. either by the dlm software or by Orange after i reported my issue. i guess they are wanting to decrease customers rather than increase so im not giving up on that being a possibility.
after a lot of calls i have now got them to manually increase my profile to 2meg, i say have got them to, i mean im waiting for them to. big difference!!
i went through the whole consipracy theory with the escalations team, and also put my 2 pence worth in regarding their DLM software. for a switched off modem to count towards a fault is hugely flawed.
no point me going into how poor the customer service is we all know that already.
escalations have said theyd try to put me on 3 meg but couldnt promise after she checked samknows and it reported 2 meg via ADSL. My question is ADSL2+ can give me up to 6meg and i believe i was supporting that previously to friday (when Orange installed their equipment at the exchange). but i'd be happy with 3 meg. i need at least 2 meg to support Sky player or its a pointless subscription. my speed before was no more than 3 meg so i could live with that.
can they stop ADSL2+ working on my line, as since friday i have tried changin the line type on my router to pick up ASDL2+ and it just wont connect, i know for a fact it would before friday.
i feel like banging my head against the wall with the fact i know what the problem is, but Orange dont, or they're not willing to admit it in an attempt to lower customer base and increase the service they offer to the masses they have taken on and cant support.
as soon as i mentioned other suppliers, they couldnt wait to get rid of me and started talkin about closing the fault.
i would move but i have been with them since the start and its only fiver a month and nowhere else could offer that!!
Joined: 13 Nov 2009Posts: 408Location: South East Essex
With your attenuation you should get between 5 & 6.5meg download speed depending whether you're on ADSL2 or ADSL2+.
Apart from the obvious the problem with Tech Support is that their performance is most likely based on a fault closure rate so whether you stay or go is unimportant to them if that's the case.
I'd guess that DLM is the root of the problem and it does seem to help if your router is on continuously - atleast temporarily.
DLM seems to drop the speed to 1meg before it'll start , hopefully, increasing it. Trouble is that you maybe locked at 1meg for sometime as BBK & myself have found.
Just re-read your long post, so 0range installed their equipment on last Friday. Are you sure about this as if they've now switched you over then that'll be the explanation. If that has just happened you wouldn't have been on ADSL2+ before that.
do you think the phone call today will result in anything, or is it a case of waiting for the dlm to step up its profiles? from speaking to escalations they suggested that it had finished already (even though i only reported this on friday!) and that she was manually sending a request to increase me to 3 meg. she refused to go any higher than that based on my line. i could have argued all day with her about it but im not trying to force my way 'up to 8 mg' just a stable 3 would be nice to cover the Sky player.
even though she said they'd manually set me to 3 meg. could the dlm kick in and lower me automatically or due to the manual intervention will it keep its distance?
i seem to have a dodgy socket in the house as a slight knock on the filter and it drops connection, it will always reconnect but dlm will surely see that as a fault on the profile and move me down?!
one member of escalations told me it had been installed on friday. the next one who i had the indepth conversation with told me that no one should know that info in the escalations team so they have lied to me.
Joined: 13 Nov 2009Posts: 408Location: South East Essex
dabel wrote:
i seem to have a dodgy socket in the house as a slight knock on the filter and it drops connection, it will always reconnect but dlm will surely see that as a fault on the profile and move me down?!
Well that could certainly affect things and upset DLM. You must get that fixed. If it's that bad then even when you're connected it's likely to be impacting on your connection.
You only just read my last para as I'd only just edited it
i installed router stats and seemed to get some mad spikes, or more like columns of noise. if thats related, but whenever im connected, i have no issues whatsoeever and never lose connection, until the filter is knocked.
is it my responsibility to get that fixed or is it a BT job?
dabel, if it is from the master socket onwards, then you will have to fix it. Up to that point BT. It does sound like it is your problem with the DLM.
Can you plug your router into the test socket behind the master socket?
If you do this, then that should provide the best line speed you can get without any interference on the line from your side of things. I would give that a go.
I agree with Tim that your line based on your stats should be able to handle a lot more than 3 meg. But I would get the line as perfect as possible first.
That way they can see themselves in the tech team that your line can handle more and they they should put in a manual profile to match what they think is best on your line. This could be around 6meg.
According to what I have found out, when the router is switched off, it is supposed to send a ready to die signal to the DLM. Then the DLM if correctly written is supposed to class this as a non error and not use that when it looks at the data collected over the period before it retrains your line. The problem with the Orange DLM is that if the router is switched off, it classes that as a line fault and lowers your speed.
But first things first get your line sorted from the master socket onwards
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
)
