I have contacted exec. office who have forwarded the problem to
technical support twice but they have had no response back
from tech support. I hope to hear from exec. office early next
week and if there’s no progress I would hope my issue would be escalated
and that I could speak to a tech person.
I guess you all think this is becoming a shaggy dog story so I intend to leave you in peace until there is some development.
However in the meantime here’s more to give you folk something to chew on and you may even be able to narrow down the problem area.
I have a friend living closer to the same exchange but
on a different road. He upgraded from ‘up to 8Mb’ to the ‘up to 20Mb’
shortly before me. Here is our comparative information.
I've just joined the site but I've visited it from time to time before.
Here's my tail of woe (providing my connection stays up long enough for me to post it)
A month ago my connection started dropping out regularly and I'd have to reboot to get it back and speed tests showed the speed had dropped to 2Mbps instead of the usual 8Mbps+.
I am emailed Orange (yes I know, I may have well written something on a post-it note and flushed it down the toilet for all the good it would do) and of course got back the standard "ring technical support" reply. So I thought I'd see what I could try before the pointlessness of ringing them.
From my research, on the internet, I tried a factory reset and it worked! A speed test registered my speed at 9+Mbps. Problem solved.....for Three days, then the line kept dropping again. This time I just unplugged the livebox for a couple of minutes and this worked...for Three days.
After that the problem reoccurred daily for a bit and then several times a day and worse, with a speed of 800Kbps. I changed the wire to the wall socket and the data filter but. nothing helped. I would have to call tech support.
Had the usual conversation with them checking it was set up all right, the guy said he had to go through it before he could raise a line test. I was told the line test would take 24-36 hours to do and I would receive a text message when it was done.
Three days later and no text so I rang them, the guy asked me if I can get on the internet now and I said I can at the moment and he said "It looks like the engineers have fixed the problem for you"! I said they haven't fixed anything and the speed was appallingly slow so he said I will have to do 3 line tests at different times of the day.
The next day I phone with the test results and the guy asks me to disconnect the cable from the modem to the wall socket and then plug it back in, which I do and after a minute he asks if I can connect, which I can. He's happy with this and asks "Is there anything else I can help you with?" I say "You haven't helped me with this! Just because I can connect now doesn't mean it won't drop later and the speed is still very slow!", "I know it's very frustrating." He tells me! "so you can't help me then?", I ask. "See what it's like tomorrow and if it's still bad ring back", I'm told.
The next day I phone them and speak to a woman who keeps offering to send me a new wire and keeps putting me on hold while she updates my file with information I've told them previously and tells me someone will ring me, tomorrow, I say I won't be available to take a call tomorrow, phone me Friday.
Thursday a message is left on my phone, I was at work from 9am-11pm with an hours break at 5pm, which was why I asked them to call me Friday! The message says that will try my land-line number and if there's no answer ring me on Friday between 12pm and 2pm.
Friday 2.10pm, no phone call, so I ring them and am put through to a different department. The guy on the line explains that the DLM has put me on a 1Mbps and I should leave the livebox on, I say it's always on. This is because you've changed your account recently, I'm told. I changed my account months ago I tell him so he tells me there was engineering on the line is the reason. He says he will ring me next Friday to check on the progress of my line speed.
Tonight me connection has dropped out about 20 times in the space of 5 hours, I've emailed them pointing out the DLM is unlikely to increase my speed because of this and saying if nothing is done Monday I will be cancelling my account on Tuesday.
There is some significant electro-magnetic interference (EMI) affecting your line from early evening. It's not necessarily in your house but it's very nearby.
Have any of your close neighbours (or you) recently has a new electrical installation eg plasma tv, ch boiler/ch thermostat ?
Tracking them down could prove tricky, I don't think it's the satellite dish as that was installed long before the problem started and Three weeks before they extended it.
I will continue to monitor the situation, no drop outs today yet. If it continues I'll contact BT and report it to them.
Just to report that my line has been at a steady 12meg download, 1.2 meg upload for the last few days without any resyncs at all during use.
I have switched off my router each night, rebooted each morning and it has not dropped its speeds at all. If it keeps this up, I might be on the same road as TinyTim at last!!!
It won't be the dish itself...that's not powered. The STB and/or TV can be a cause, also any wireless signal...eg room ch thermostats, burglar alarm systems, amateur radio, RFID in a local warehouse also electric fences....it's not easy to locate.
Read this especially the MW radio trick...sounds boy scout but it works >>>
I work for Orange so if you would like some additional support please do not hesitate to get in touch.
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.
Joined: 13 Nov 2009Posts: 408Location: South East Essex
BroadbandKing wrote:
Just to report that my line has been at a steady 12meg download, 1.2 meg upload for the last few days without any resyncs at all during use.
I have switched off my router each night, rebooted each morning and it has not dropped its speeds at all. If it keeps this up, I might be on the same road as TinyTim at last!!!
Sounds good to me.
I've powered off most nights now & done the occasional router reboot and I'm steady around the 14.5meg/1.3meg (give or take 150kbps on the download).
I've noticed that I can get a little more speed when the SRNM is at it's highest - that's the give/take 150kbps I mentioned.
It won't be the dish itself...that's not powered. The STB and/or TV can be a cause, also any wireless signal...eg room ch thermostats, burglar alarm systems, amateur radio, RFID in a local warehouse also electric fences....it's not easy to locate.
Read this especially the MW radio trick...sounds boy scout but it works >>>
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