Joined: 13 Nov 2009Posts: 408Location: South East Essex
Are you plugged into an extension socket or the BT Master? If it's the latter I'd unscrew the face plate myself anyway & check the connections.
Again if it's the Master socket & it's an NTE5 type - essentially the bottom half of the face plate comes off then you'd be best to replace it with a pre-filtered faceplate that has 2 outlets , one being the ADSL & the other being the phone. These work great.
thank you, that all makes sense. this is almost comforting to know there is some support out there, just that its people who have gone through the same thing, not Orange tech support who are explaining all this to me.
one more question if you dont mind...
is ADSL2+ limited to the 'up to 20 meg' package.
as my package is still only the 'up to 8 meg'.
the lady i spoke to in escalations used samknows as ammunition to tell me my profile would only be set to 2 meg based on BT adsl only supporting 2 meg on my line.
what she failed to mention was samknows also stated - from 6 meg using ADSL2+
she refused to submit a request based on anything more than 2 meg on this basis alone.
Joined: 13 Nov 2009Posts: 408Location: South East Essex
BBK.
I've played around with my SNRM and it's now at 6.4 but it seems I'm on the 16meg profile so no point trying to go lower as currently my speed is at it's max. However, in doing this I've lost about 200k in upload speed which isn't really a problem. If things change I'll update this thread. Otherwise I won't continue to crow about my supersonic speed.
dabel
That would suggest that that's not the master socket then.
Probably worth getting a BT master socket to replace the old one you have, then do as Tim said, fit an ADSL filter master plate.
i am not sure whether BT will fit it for free but as they do not allow you to mess on with the wires coming into the house, they should do it for you at not much cost. Give them a ring.
My line has resynced again this afternoon, still on 12 meg up, 1 meg up.
Real speeds are 8 megdown , 3/4 meg up, so still room for improvement. Router is reporting 14.5 meg the line could handle, so I could get up to 13+ meg. Going to be getting a new netgear router soon so I can use a n wireless laptop so I may see further improvements.
thanks BBK. the more i think about it, the more i realise its probably whats caused DLM to have its issues. the columns of noise im getting on router stats must be something associated with it too. i'll get it changed. i just hope DLM then starts to work in my favour. i guess there's no way of getting Orange to be convinced to turn it off?
im currently dealin with a seperate issue with BT already (account rather than tech). now where are there call centres......... oh yeah. india.
No the DLM will be working on your line, don't think you can switch it off at all.
The only way is to get your profile manually changed.
If they can do that in the meantime and you get your 2-3 meg back and the DLM is happy with that, then you will stay on that speed.
And if you improve your line, with a master socket and remove the noise from the line, then the DLM should in theory raise your speeds.
Tim got a new router, done a few tweaks and the DLM has responded and given him a better speed.
My line should be able to do 12.5 meg or more, at the moment it is 10meg real speed and this figure is now being reported in my account "move package" details on the Orange website. It was 12.5 then 8.5 for all of last week, so with it being at 10 meg, I expect to see this rise over the next few days to 12.5 or higher. Then when I get a new router and get my SNRM down to 6, I should see maybe 13.5
Also there is some firmware for that router than enables you to log into the router homepage, change the SNRM and it automatically saves the setting even if you turn the router off.
Give that a go.
My SNRM is between 10 and 10.5 so there is room for improvement.
Orange said the DLM will take it down to 6 but you must have been on the setting of 10.5 for a few weeks now so it does look like the DLM won't take it down from 10.
My contact was made via the Orange exec office in Darlington. PM if you have the name of the person who dealt with you and we can take it from there.
Joined: 13 Nov 2009Posts: 408Location: South East Essex
BBK.
I didn't save any settings and am not going to play around any more for the time being. I've found modded firmware but will not flash my router just yet.
With my new router I'm going to see what DLM does for me first.
BTW 0range account page still showing 10meg for me although I get 14.5meg+
Last edited by tinytim on Tue Feb 09, 2010 6:14 pm; edited 1 time in total
Status: Cable connected
Line mode: G.992.3 (ADSL2)
Maximum line rate: 1019 kbps (downstream) / 285 kbps (upstream)
Noise margin: 18 dB (downstream) / 19 dB (upstream)
Line attenuation: 44 dB (downstream) / 41 dB (upstream)
Output power: 17 dBm (downstream) / 11 dBm (upstream)
despite the member of escalations promising me they'd manually raise my profile, they quite clearly havent. this member of the team was the one i had the long 'discussion' with and raised all the points from yours and tims early troubles with low speed. she was up for the discussion and had her own arguements, all of which didnt cut it with me. the end of the conversation was her saying she'd take this case up herself and follow it through personally as i think she knew how Orange were dealing with people badly in cases like this.
i've had many people from Orange promise me call backs and dealing with things 'personally' over the 3 years of having Orange broadband, none of which have come to fruition. to say ive lost any slight faith i have in them is an understatement. yet again tonight im without Sky player as it just cant handle it, so no watching the football i've just contracted myself to paying a monthly subscription to.
i really am not sure i can be fussed with another phone call to them. i'd rather not bother... but if i dont then nothing will be resolved. if i do nothing will be resolved anyway.
i give up. (and this is after 5 days - not 5 weeks like you).
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!
Thanks for the help the other day BBK. As you predicted things have got worse...
So here is Part 2 ....
The state of play from Saturday till about 9am on Tuesday was my line had dropped from an average of 8.5 to 1.76. I got a text message from Indian telling me to call them and that my line was fixed, so at dinnertime my partner went home and ran a speedtest ... strange idea of the meaning of the word fixed ...
fixed (fkst) adj. 1. Firmly in position; stationary.
Now that's strange as they had managed to "fix" by line speed issue by dropping it another by 50% again now to around 0.88. Rang Indian again, they told me that they're hadn't been a fault on my line and they would put in another line test. I explained i wasn't happy with this solution and that i have already e-mailed the exec office stating my intention to put in a full complaint to both OFCOM and ISPA if my service is not back to what i think is reasonable buy the start of business on Thursday. They promised to get a senior to ring me within 2 hours, i said i wanted them to ring to tell me a time when a technical team in the UK were going to ring me and not to tell me they were going to do another line test. So 2 hours later ... no call. I ring again and complain, this time i will be called in 30mins .. which i have to say for once they did do .. but only to tell me they had booked a line test. I then went into my normal story (this being the 5th person i had told), all about the DLM problems, how many Orange customers were suffering the same problems and that after working in IT for 22 years i did actually know what i was talking about. So she interupted me and told me she understood my problems and that was why she was now going to .....
in the pause before she started i said that i didn't want her to tell me yet again that they were going to do a line test ...
but did that stop her ..
no of course not .... I will give them this, they stick to those scripts better than a RADA trained actor ... yep it's another line test.
So this evening i hit upon a new plan, i rang the cancellations line, all of a sudden i'm speaking to someone in Middlesborogh, who was quite happy to put me through to escalations (something Indian refused to do 4 times). Finally someone agreed with me, yes it was a problem with the DLM, yes i should get at least 8.5 line speed (at least) and they also took a note of all my line speed tests from the last 5 weeks of good service. They did explain one thing, that basically you should never turn your router off, now i will be honest, i didn't know this, but they are telling me that this "may" have caused the problems for me ?
I have given them the same chance i did earlier in the week, they now have 48 hours to fix the problem and I have informed them that I will class any other outcome a breach of contract stating they're own T&C's point 3.1 and therefore as a legally understood break of contract i would no longer be liable to need to up hold my side of the contract and therefore they wouldn't be able to charge me any cancellation fee.
I will win one way or another, I'm very good at complaining and have not lost a complaint yet. I'm a private o2 (now Sky) customer, but with Business Customer service (that i don't pay for and have not for around 6 years) and my latest win was only last week when after threatening the MOD with principles 1, 4 and 6 of the DPA I received a very humble phone call within minutes and the "problem" was sorted.
Orange have picked the wrong person this time.
Hit these companies where it hurts ... their customer base. I work for a very large company and as a member of the IT dept i am often asked by people "which broadband company should i use". Last week i told someone Orange, i saw her today and told her to cancel it, which she went and did, so already they have lost 1 customer becasue of me ... and this is just the start.
So I hope my "story so far ... " was written in a way to give some of you a smile as I'm now in "fun mode" in a sick kinda way, as i know i'm right and know I will win. I also hope the "cancellations dept" idea will help some other people on here ...
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