I have been with freeserve\wanadoo, and now Orange customer for long time now. Few days ago I called to cancel my unlimited 512k internet which I had for few years at £19.99 but was persuaded by Leanne to take the following package:
Broadband Max for 17.99 without any contract as it was a transfer (well, that is what she told me)
I got my livebox package, installed it, and everything seems to be working. Also, the VoIP phone is enabled as well. But I still have the same speed as before although my livebox tells me the following:
Connection mode : G.DMT
Type : Fast
Noise margin (dB) : 29.9
Attenuation (dB) : 52.0
Attainable download rate (kbps) : 6112
ADSL status : Connected [0]
Downstream
Rate (kbps) 608
Upstream
288
Guy from Orange initially told me that the reason I got slow speed is because I live in rural area???? I told him, I live in Bethnal Green, East London (near Shoreditch). Then he did a test and said my BT line only support 512k. I advised him to send me an email confirming his findings which he refused to do. I insisted to talk to his manager, so he kept for 10 minutes on hold, (may be went for coffee or watch cricket or something), so I put the phone down. I had to call few times before they said to call another number, etc.
Please advice me on the followings before I take this further (more likely cancel the contract, if I can):
(1) What is ‘Attainable download rate (kbps)’
(2) Do you know any email I reach their customer service as it cost money to call them?
The attainable download is the livebox's calculation of what the line may be able to support going by the details it has at the time. It's not something to believe 100% as many things can happen if you try to stick that speed down the line, could get better or worse.
If the line could be upgraded to a faster speed then when they changed package it should have initiated that as well.
Try checking the following to see what it says for your line...
Perhaps in the light of past problems Orange are now only increasing synch speeds very slowly on new LLU lines. Of course, in the absence of any openness from Orange about how they are managing line speeds on LLU, this is just speculation.
JohnM, I have not read that post, will do soon but I am on Milend Exchange and according to http://www.samknows.com
"...Congratulations, you are in a broadband enabled area.
However, your line is currently unbundled by an LLU operator such as Be, Bulldog or Easynet. Moving to another provider may require a cease and re-provide, which may result in loss of service for a few days.
The following services are available in your location:
....Orange LLU (Formerly Wanadoo) - GREEN,
Next Page:
You are connected to the Mile End telephone exchange.
ADSL is available in your area
Your exchange is also enabled for ADSL Max services
According to BT Wholesale, your line should be able to support a 3.5Mbps or greater ADSL connection via ADSL Max.
Next Page:
BT SDSL broadband availability
You are connected to the Mile End telephone exchange.
SDSL is available in your area
Next Page:
LLU xDSL presence at your exchange
You are connected to the Mile End telephone exchange.
The following table details the availability of LLU services at your location.
Wanadoo is available in your area (GREEN)...etc...
By the way, I got the following response from Wandaoo:
"...Dear ______,
Thank you for your email.
Your line is currently on the 512kbps speed as this is what the line can currently handle. By november the new adsl2 system should be in place and your connection speed will increase as the engineers work on the lines.
If you have any further queries then please do not hesitate to get in contact with us again.
Kind Regards
________________
Broadband Support
...."
To be honest with you, I am bit confused. My experience of internet has not improved moving to the new package and livebox as I am still on the same speed (not that I use internet a lot).
im in the same boat as u was on 512 uncaped £27.99 got an Orange phone and went on max unlimited £10 pounds a month but they insis i can only get half a meg done the tests and should get 2 meg phoned them up aruments ensue no joy try again in a few months so what can i do?
If you log into the Orange member center and check the speed there does it say if there are any upgrades available or what speed you're supposed to be on?
I think, I will cancel with Orange, but I am lazy, so will do this next year...I need another alternative, may be talktalk as it would be cheaper, I dont realy use internet a lot....
I have the same problem as casesensitive_uk. I moved house a couple of months ago and planned to use the opportunity to cancel with Orange as my unlimited package was too expensive. They then offered my the Broadband Max package for £17.99. They said my line would only get 2MB for now but that would increase in the near future. Now, with my LiveBox they are saying I can only get 608KB. My line test shows I should get at least 5.5MB and the call centre staff won't explain to me why I max out at 0.5MB. I am on the Croydon exchange which has LLU:
It's very annoying and I can leave at any point for free as Orange are in breach of contract and sales staff misrepresented the company and the products so it's an open and shut legal case.
I called to cancel my Orange account, probably to move to BT, but they offered me a free month and a "technical callback" whatever that may be. I'm already in dispute with them due to difficulties I had getting hold of the Livebox because of call centre staff not relaying my correct address to Netlynk. Orange customer service is really poor compared to when the company was Wanadoo.
I am on 8mb speed yet get 350kbs download max and when i do speedtests it comes to around 2.7mb connection speed.I have speedtouch 330 modem, a line which supports 6.5-8mb speed and exchange is LLU supported.(so have no idea how to fix it or what's happening as member centre says i am fastest speed my line can handle which isn't true)
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Have you downloaded and upgraded the driver for the 330 for high speeds High Speed Driver (to 8Mb) Or You might be better off buying your own router if your not going to use their talk service then u can use it if u change ISP's.
_________________ ex Freeserve/Wanadoo/Orange Blog
I am on 8mb speed yet get 350kbs download max and when i do speedtests it comes to around 2.7mb connection speed.I have speedtouch 330 modem, a line which supports 6.5-8mb speed and exchange is LLU supported.(so have no idea how to fix it or what's happening as member centre says i am fastest speed my line can handle which isn't true)
This has been going for a few months at least.
Maybe a livebox would help?
That's better than the 62kbs download speed I get even though I have a Livebox and a line capable of speeds up to 5.5MB!! Member centre has continually lied to me as well but then the staff there are just call centre operators working from a script. When I called and I was reasonable and polite and the guy on the phone just conceded that he couldn't understand why my connection speed is so poor. What can you do other than leave?
i have a strong feelin that anyone who had a capped 512 and tries to upgrade on a llu line wont get a faster speed as the cant/wont take off the original cap and tharts why the livebox wont sync at a new speed to b honest ive given up with Orange ive called and spoken with them till ive turned blue they have tried to help but they just WONT/CANT TAKE THE CAPP SPEED OFF GRRRRRRRRRRRRRRRRRRRRRRR
TAKES DEEP BREATH
it could b worse it just soooo anoying to have a crripled speed
ORANGE JUST UNCAP ME PLEASEEEEEEEEEEEEEE
That's it. After yet another failure to call me back and an insistence that 0.5MB is all I can get I have had enough. I quit Orange today and it feels great. They don't get my money and I don't have to put up with their shabby services. The call centre staff are nice enough when you talk to them but they seem massively overworked. They have also had huge problems rolling out the LLU. My line is actually better on ADSL Max than LLU with Orange so I'm going to a provider that can give me a decent speed. I can't believe it will take 10 days to clear my line of Orange's plague though! Anyway, it's a small price to pay to be free. I thought about trying for an MAC but the hassle others have getting that makes it seem worthless.
That's it. After yet another failure to call me back and an insistence that 0.5MB is all I can get I have had enough. I quit Orange today and it feels great. They don't get my money and I don't have to put up with their shabby services. The call centre staff are nice enough when you talk to them but they seem massively overworked. They have also had huge problems rolling out the LLU. My line is actually better on ADSL Max than LLU with Orange so I'm going to a provider that can give me a decent speed. I can't believe it will take 10 days to clear my line of Orange's plague though! Anyway, it's a small price to pay to be free. I thought about trying for an MAC but the hassle others have getting that makes it seem worthless.
Even if it does take 10 days ( 9 days in my case ) the cease and re-provide is an end to it all and the start of a new era.
Good luck and keep us all informed as to how you go on if you get the chance Imsava, it may save some one elses sanity!
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