I've been having problems now for almost 3 weeks with my Orange Broadband. I've had broadband installed now for over 7 years and have never ever had a problem.
I first noticed a problem when my connection would constantly drop, and then after a few minutes would reconnect again. The speed when it did connect was very very slow, speedtest.net would report a download speed of 0.13MB. A few days later, the connection was stable, but the speed was the same, this lasted for just over a week, there was one day when the speed jumped to about 2MB.
The last few days my connection has started to drop out again, and still it's very slow. I am using a Livebox to connect to the net, (Wanadoo).
I have contacted Orange Broadband Support at least 10 times in the last 2-3 weeks and have not got anywhere with them, I feel like banging my head against a brick wall!
I have the usual, "we'll run a line test" then get told the line is fine.
Tonight, I have discovered something very interesting. I went on the BT Website to do a "See how fast your broadband should be on your line" test. It's now telling me that for our line/telephone number the speed should be "0.256Mb" WHAT'S all that about?!?!?!?!?!
That appears to be somewhere in the region of what I'm currently getting, but why, what’s changed in the last 7 years? That use to say I should get on our line around 6MB, although I usually got around 4MB.
I really don't know how to go further with this, there is obviously a problem somewhere, but Orange don't seem to want to do anything to fix it!
Where can I go from here. It's doing my head in.
Here are the stats from my Livebox Router.
INVENTEL version : v5.10
WANADOO-6428 (00:07:3A:78:64:2
--------------------------------------------------------------------------------
ADSL Top Refresh ADSL firmware version : A2pBT009c1.d17d
Connection mode : G.DMT
Type : Interleave
Noise margin (dB) : 15.5
Attenuation (dB) : 42.0
Attainable download rate (kbps) : 3296
ADSL status : Connected [0]
Downstream Upstream
Rate (kbps) 2976 448
WAN IP address : xx.xxx.xxx.xxx
Gateway : 217.47.204.58
Primary DNS server : 193.36.79.100
Secondary DNS server : 193.36.79.101
This test was run approx 07:18 - Wednesday 14th April 2010. I could not post until now when I arrived in Work as yet again, my connection dropped shortly after the test and couldn’t get it back on!
Download speedachieved during the test was - 115 Kbps
For your connection, the acceptable range of speeds is 50-250 Kbps.
Additional Information:
Your DSL Connection Rate :3712 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 135 Kbps
If you have an NTE5 main BT socket (the lower half faceplate unscrews) then plug the router into the test socket located behind the faceplate then take the router's stats again and run the BT speedtester again and post back with the results.
Which socket is the router plugged into ? -
An extension from the Master (Where it's always been connected for 7 Years) I have also taken the router, unplugged all the other phone/Sky devices around the house, changed the filters and plugged it in directly to the master socket and still get the same.
Do you have any hard-wired extension boxes if so how many ?
We have 3, always been in place, nothing new, nothing installed or changed recently.
If you have an NTE5 main BT socket (the lower half faceplate unscrews) then plug the router into the test socket located behind the faceplate then take the router's stats again and run the BT speedtester again and post back with the results.
We don't have one of these style master sockets.
This problem seem to come about since the Flood/Fire in the Paddington Telephone Exchange a few weeks back, the list showed that 01691 number were effected (even tho we live 100's of miles away from there!)
I first put it down to that being a problem, but they say that's now all been fixed, I have heard from friends/neighbours that there Internet has also gone very slow. I'm convinced it's a fault in the Exchange, but it's getting Orange to try and do something to sort it out!
Just phoned Orange Broadband for what feels like the 15th time, and they tell me that a fault on the line appears to have been found, but it could take 24hours for something to be done. Everything I seem to phone them I get told the same thing and it will take 24hours, yet 24 hours passes and I'm not getting anywhere.
I've been told that infomation has been past to a "Fault Management Team" do we know anything about these Fault management teams? Apprently I'm not able to talk to them to find out whats happening. Are the Fault Management Team based in the UK, do they work for Orange or is it BT?
I'm told that if nothing is sorted in 24hours then they will escalate it to another level, why though after 3 weeks shold it be only now it get's escalated?
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