Orange have proved incapable of sorting a poor quality line. Despite calling their Technical Support - what a joke - almost every day, they cannot get BT to physically check a line even when it is such poor quality. The internet connection is intermittent at best and it is such poor quality that any VoIP connection is impossible. Escalation within Orange gets me nowhere - slightly more competent technically but that is it - no action to correct the problem and certainly no feedback on what they are doing.
Initially it took them over 1 month to get a BT engineer to discover that the landline goes through a manhole that was filled with water. No broadband connection was possible at all.
This time, the fault was reported on Feb 5 but still the connection is intermittent and no engineer has been near the place. I have called every day but they clearly cannot simply order BT to remedy the line. Orange also refuse to tell me what their Service Level Agreement is with BT. Clearly they do not want to shout from the rooftops that it offers little or no service at all!
For the technically minded, tests on the line reveal a VoIP packet loss of 49%, a jitter of 106ms and an overall MOS score of 2.9 - simply dreadful and unusable. No wonder broadband is also so poor.
Has anyone else had similar problems? How did you get the issue resolve - other than simply waiting for Orange? Has anyone complained to Oftel?
Please let me know if there is any proactive course of action that I can take since this is an intolerable situation.
My answer would be ... they have 30 days to fix a fault ... I would then ask for your MAC and go to a company who wish to retain loyal customers, which it would seem Orange no longer wish to do.
Sorry to read of your problems. I work for Orange and may be able to help.
If you can email your landline number/broadband account number and best contact number to customer.services@orange.co.uk, I'll give you a ring to discuss.
So I can pick up your mail quickly, please add 'Jonathan Orange Response' in the first line.
Thank you for the response and I have sent the requested details.
As an update, it is now Fe3b 25 and still the line keeps dropping. Orange customer services tell me that "our (their) supplier reports that it is an internal noise problem". It remains a mystery to me how BT can conclude that this is the case. The PC is hard wired to the only telephone point in the house - obviously via the router - it stands only 3 feet away and there is no other kit connected other than the landline telephone. The only noise is when I lose my rag at not being able to get any sense out of Orange - or their "supplier without any declared Service Level Agreement"!!
It is apparently irrelevant that BT gave them the same run-around for over a month when I first moved here. The actual problem was water in a manhole just down the road - and we have a river running down the lane now! Anyone ready for a small wager?
Running tests on the line continues to result in a 50%+ loss of packets - that is if the line stays up for long enough.
Using voipspeed's test application while connected to London (the nearest centre):
Jitter me to server 107.6ms
Jitter server to me 6.9ms
Packet loss me to server 49.1%
Packet loss server to me 0.0%
Packet discards 29.8%
Packets out of order 0.0%
Estimated MOS score 2.9
Using speedtest.net, again connected to a London server
I have to say that line stability - as opposed to line quality/speed - has increased since I connected the splitter directly to the internal master socket (i.e. the one inside the master socket itself). I did this last night and I have not been aware of any disconnection or dropping of the line so far.
I hope that these can help someone to pinpoint the problem - all help gratefully received.
I have to say that line stability - as opposed to line quality/speed - has increased since I connected the splitter directly to the internal master socket (i.e. the one inside the master socket itself). I did this last night and I have not been aware of any disconnection or dropping of the line so far.
This indicates that your internal cabling from the NTE5 to extensions is not 100%. Check out this web page and follow the instructions carefully re. the removal of the ring wire >> http://www.kitz.co.uk/adsl/soc...ket.htm
If you don't have a filtered faceplate on the NTE5 then I have found the best performing plug-in filter to be ADSLNation's XF-1e >> http://www.adslnation.com/prod.../xf-1e.php ....a little more expensive but very reliable.
Also you haven't yet posted your router's stats to show attenuation, SNRM, output power etc
Many thanks for the pointers - much appreciated and gratefully received.
As I said, I have connected the splitter directly to the test socket inside the NTE5 socket itself. The results of tests are consistent over time.
However, now I cannot get any connection at all if I connect the splitter using the normal external socket on the facplate itself - i.e. I cannot even get access to the telephone landline let alone internet access.
For your information, I have also:
* Tried Three separate splitters (1 BT, 1 Orange and 1 Zyxel) and again the results are consistent.
* Tried a new line from the splitter to the router and the results are the same.
* Tried 3 different routers (Orange, Zyxel and Belkin) and the results are the same.
* Tried a wireless connection to my laptop and the results are consistent.
I am truly at a loss except to say that there appears to be a definite fault in the internal wiring of the NTE5 socket. I also believe that this falls into BT's area of responsibility - albeit at the extreme end.
Interestingly, the Kitz site seems to be saying (as you did I think) that there is normally a 4th red wire connected to the faceplate from inside the master socket. There are, in fact, only 3 wires connected to terminals 2, 3 and 5. These are blue, red and white/blue (or is it white/green) respectively.
However, now I cannot get any connection at all if I connect the splitter using the normal external socket on the facplate itself - i.e. I cannot even get access to the telephone landline let alone internet access.
Interestingly, the Kitz site seems to be saying (as you did I think) that there is normally a 4th red wire connected to the faceplate from inside the master socket. There are, in fact, only 3 wires connected to terminals 2, 3 and 5. These are blue, red and white/blue (or is it white/green) respectively.
It sounds like the wires on the faceplate are not making a proper connection. This faceplate is your responsibility not BT's, only the back box and the incoming cables of the NTE5 are BT's responsibility.
Unscrew the faceplate and gently check if each of the wires is loose.
Only those in terminals 2 and 5 are required to be connected. Wire 3 can be disconnected along with any others from both the NTE5 facepate AND all the extension boxes.
However, now I cannot get any connection at all if I connect the splitter using the normal external socket on the facplate itself - i.e. I cannot even get access to the telephone landline let alone internet access.
Interestingly, the Kitz site seems to be saying (as you did I think) that there is normally a 4th red wire connected to the faceplate from inside the master socket. There are, in fact, only 3 wires connected to terminals 2, 3 and 5. These are blue, red and white/blue (or is it white/green) respectively.
It sounds like the wires on the faceplate are not making a proper connection. This faceplate is your responsibility not <a href="http://btbb.at/theside?LID=21">BT</a>'s, only the back box and the incoming cables of the NTE5 are <a href="http://btbb.at/theside?LID=21">BT</a>'s responsibility.
Unscrew the faceplate and gently check if each of the wires is loose.
Only those in terminals 2 and 5 are required to be connected. Wire 3 can be disconnected along with any others from both the NTE5 facepate AND all the extension boxes.
If the wires in the tel. socket are not in a satisfactory condition, how is that the customer's responsibility ?
The wires form part of the internal socket (which BT is responsible for).
The back box containing the incoming cable connections is BT's property and responsibility. The customer is not allowed to move it or disconnect it.
The removable lower half frontplate is the customer's property and responsibility and any wiring to extension boxes and those extension boxes are the customer's responsibility.
That is why you are able to replace the NTE5 faceplate with a filtered faceplate and fit extension boxes.
I (think that I) understand what is being said but I remain confused as to the source of the problem. I may not have made myself clear that the tests have been conducted using the test socket inside the NTE5.
While this appears to have resolved the stability issue, it has done absolutely nothing for the line quality. How can I prove - one way or the other - where the problem lies? Specifically, whether it is an external (Orange/BT) or internal (my) problem.
I can see that some of the issue could be caused by the router itself since the jitter is considerably worse using the Orange/Siemens router compared with the Belkin. That is 331 ms .v. 119ms. Both are bad but the Orange router is VERY bad! However, other than that, the profiles of the jitter and the packet loss is the same for both routers when testing with 1,600 packets. The distribution of upstream packet loss is almost flat at about the 50% level while there is no packet loss downstream until the end of the transmission when it soars to 100% for the final 75 packets or so.
I find it difficult to believe that this is an internal problem but I just do not know how to prove it one way or the other.
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