I'm on the 2Mb fixed package, but my modem is only connecting at 1Mb (stats show 1152kbps). My stats look quite good (Attenuation: 31, Noise Margin: 21 and I'm 0.9Km from exchange), so I would hope to get a good 2Mb connection.
After a number of calls to customer/technical support (and after being asked about anti-virus, browser cache, operating system etc etc) I finally got someone who understood my problem and agreed to check the line.
She said that my line should support up to 2Mb and they would fix it for me
FANTASTIC, SUCCESS!!!
Unfortunately, the lady came back to say that her supervisor says that 'up to 2Mb' means my line can only support 1Mb so they can't help me. I was speechless!
Am I stuck forever on 1Mb or is there a way to resolve this?
Well that seems to show you should be able to get 2 meg, do you know if your line has been LLU'd or on Samknows if you check the xLLU section in the availibility check does it say your area is enabled for Orange/Wanadoo?
If you go into the member centre does it give you any speed upgrade options?
When you called did they mention anything else, about the speed like on what system they checked it though?
The local exchange has not been LLU'd.
Customer support didn't say, and I didn't ask, how they checked the line. But they did the check and said I could have a speed increase to 2Mb. I think she tried to do the speed increase, but failed. It was then that she asked the supervsior who told her that up to 2Mb means 1Mb. Something she said makes me think she tried to upgrade the speed using the member centre herself (is this what they do?), but this was never going to work because it has always said I'm on the fastest speed.
I think I'm just going to go back to customer support and try again.
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