Slightly positive slant - after my email to the Executive Office yesterday, I reveived a personal callback from Jack, at said Exec Office.
I learned more in 5 minutes than I have in the last 7 weeks!
Obviously, he can't admit a DLM fault, but my issue is with the top tier fault management, and that an engineer will be at the exchange in 5 days.
Not quite the manual profile I wa hoping for, but seems to be creeping forward.
More importantly, I now have an Exec Office contact, and no longer have to deal with the call centres!
Will keep you all updated as it (hopefully) moves ahead. Orange seem to be redeeming themselves with 'proper' customer service once you get away from their call centres. I used to manage a call centre myself, so it's a relief!
Hi all, thought i'd add my current experience to this thread!
Been experiencing the exact same symptoms!
Download and upload rates are near enough the same as the other cases: 1020/604
SNR: 29.5/26
Attenuation: 49
Been through all the crap phoning up tech support. Asking me for 3 speedtests! (When it will obviously go no higher than the sync'ed speed!).
Refered the case to the "engineers" to do "line tests" which came back clean. (Obviously cos the is no fault on the line, it's their systems).
Got another txt off them today saying they've found a "potential" problem with my line and they have referred it to their suppliers! (No idea how long it will take them to get back to me on that one!)
The frustrating thing is we all know what the problem is (and so do they given there vast number of users that are having it).
Just out of interest, how many people here who are having or had the problem were existing customers of Orange before upgrading to the 20Mb package? I feel that it has been done intentionally to limit the ammount of bandwidth they are serving given that many people potentially now can receive high data rates.
Joined: 13 Nov 2009Posts: 408Location: South East Essex
andyzid wrote:
Just out of interest, how many people here who are having or had the problem were existing customers of 0range before upgrading to the 20Mb package? I feel that it has been done intentionally to limit the ammount of bandwidth they are serving given that many people potentially now can receive high data rates.
-AndyB
I was a new customer but still had 4 weeks at 1meg so I wouldn't subscribe to your theory. There's a significant problem with DLM which I think 0range management are actually quite frustrated about.
They're willing to give free months when there's a problem which I can't believe they'd do if they were deliberately constricting bandwidth.
Yes maybe, but by restricting peoples' speeds makes customers pretty angry about their service. So they will either request a MAC and leave or they give them free months...
Either way it's of no detriment to Orange as they loose either way. Free months is better (while the "problem" remains) than loosing the customer completely and probably forever.
problem is 100% with the DLM, orange have admitted that, I have it in several emails, phone calls etc many times over.
The exec team in Darlington know it is the DLM, also 2 contacts Craig and Matthew know all about it. They are working on a fix, it will be ready in less than 2 weeks time.
If your line has been downgraded down to 1 meg or your profile has become stuck on 2 meg, 4 meg and you know it can or has been higher, then the DLM is to blame.
Orange up to 20 meg on their LLU enabled exchanges is looked after by the DLM. It did not work as Orange thought it would. Hence all the frustrated customers, old and new and hence the rewrite!
problem is 100% with the DLM, orange have admitted that, I have it in several emails, phone calls etc many times over.
The exec team in Darlington know it is the DLM, also 2 contacts Craig and Matthew know all about it. They are working on a fix, it will be ready in less than 2 weeks time.
BBK, I have to ask, do you know if this will be a fix for ALL DLM problems, at a software level, or will they be rolling it out on an 'exchange by exchange' basis?
As per my above post, Jack at the Exec Office informed me that engineers are going to my local exchange (Exeter) within 5 days to review the issue; so it'll be fascinating to see what, if anything, they find. If it's all down to DLM, then they probably won't find much!
Also, ANDYZID, to answer your question, I have been an Orange customer (and happily so) for 4 years, and was very happy with my 5MEG line. I only changed the package as I never used the calls. Wish I'd have not bothered now, as the DLM has got me!
im still at 1meg i also got a call back from jack in the exec office who promised to get someone in esculations to take charge (which they have) they call me everytime he says he will but never much progress. on 2 different occasions he has promised a manual profile but nothing ever happens im going to be emailing the exec office again today. on the 27th it will have been 30 days at 1 meg and if its not sorted by then im leaving and i wont be paying no exit fees
im still at 1meg i also got a call back from jack in the exec office who promised to get someone in esculations to take charge (which they have) they call me everytime he says he will but never much progress. on 2 different occasions he has promised a manual profile but nothing ever happens im going to be emailing the exec office again today. on the 27th it will have been 30 days at 1 meg and if its not sorted by then im leaving and i wont be paying no exit fees
Looks like many of us are going to be stuck until the new DLM is good to go. I'll hang on for the sake of another couple of weeks; it might all end up resolved. Eventually.
As per my above post, Jack at the Exec Office informed me that engineers are going to my local exchange (Exeter) within 5 days to review the issue; so it'll be fascinating to see what, if anything, they find. If it's all down to DLM, then they probably won't find much!
Yes I doubt they will find much, as if it's a problem with the DLM then I doubt it is at the exchange.
Quote:
Looks like many of us are going to be stuck until the new DLM is good to go. I'll hang on for the sake of another couple of weeks; it might all end up resolved. Eventually.
Me too. The annoying thing is what the tech support tell you. They don't seem clued up on this issue. I've been fobbed off by "line check" nonsence since i reported the problem. A lot of wasted time. In the end i've got the answer to my problem myself.
ADSL Link Downstream Upstream
Connection Speed 10885 kbps 945 kbps
Line Attenuation 31.8 db 15.0 db
Noise Margin 12.5 db 15.1 db
Will probably do a reboot later to see if I can get it back up to 12 meg again.
I would wait until tomorrow morning before rebooting.
If you're still under the influence......of DLM that is......and there's no reason to think otherwise, then I wonder why it reacts so quickly to such small upward movements in SNRM but so slowly to significant SNRM reductions ?
Even BT's system only reacts if there is a sudden significant up or down movement then takes an age to recover the IP Profile.
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