hi, i live in a small one road village and in december 2009 (the big freeze) my line suffered lots of disconnections with a subsequent drop in speed, there then followed a period of BT pulling up the cables in the road,another drop in speed, then the broadband went down in the whole village, which has now left me with a noise margin of 12.7db originally 6.5db and an estimated speed my line is capable of by BT of 512kb, last year it was estimated at 2mb and i was acheiveing download speeds between 1.2mb and 1.5mb. I have contacted tech support been through all their possible fixes new filter, new leads, etc, explained that half mile farther from the exchange along the same road as me a friend joined BT and is getting download speeds of 1.2mb, answer to this was maybe my line looped differently, tried to get them to get BT to maybe increase the speed or get my noise margin dropped to original 6.5db and the answer was its not us its BT contact them, customer services reaction india was the same. Get the feeling i am not wanted as a customer, surely they should contact BT on my behalf as i pay for a service i presume they then pay BT to use the line so why should i have to contact BT who will probably tell me to go back to my isp, all i would like to do is speak to or email someone who actually cares and can explain and sort it out therwise it will have to be a MAC request and a move on to a different provider, been with Orange since dial up wannadoo days and have had hardly any problems with them, the service has always been good. Can anyone help please? does anyone at Orange care?
You'll need to run www.speedtester.BT.com and post the results back here.
Also if you can get your router stats and post here as well that'll be great...if you're not sure how, then key your router into this page and follow the instructions :-
Sorry to read of your problems. I work for Orange and may be able to help.
I would like to arrange for a colleague in a specialist team to contact you to find out what is going on.
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.
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